Contact Center Pipeline

JANUARY 3, 2023

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so much fundamental change. Legacy-based contact centers have long operated separately from the rest of the organization, using purpose-built technology, and managing customer-facing staff who had minimal interaction with internal employees.

Customer Service 147

Customer Service Contact Center Technology Management 147

ShepHyken

JANUARY 3, 2023

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

Complaint resolution 162

Complaint resolution Consulting Consulting Feedback 162

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

Best practices 157

Best practices Surveys Metrics Construction 157

ClientSuccess

JANUARY 3, 2023

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Learn more about the power of building trust with your clients in this webinar.

Best practices 81

Best practices Consulting Consulting Metrics 81

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Helpware

JANUARY 3, 2023

Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their social media accounts. Users utilize their respective platforms to communicate with their peers, research brands and browse new products and services.

Customer Support 73

Customer Support Customer Service Advertising Accountability 73

Concentrix

JANUARY 3, 2023

If you’re ready to cruise past mileage points and into deeper relationships with your customers, here’s how to refresh your travel loyalty program.

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Select VoiceCom Blog

JANUARY 3, 2023

Technology has made it possible for employees to work anywhere effectively. In many ways, it’s opened the doors for them to work for companies located abroad. This business practice is known as outsourcing, defined as hiring international parties or individuals to provide their services to your company. The Philippines is notable for being one of the best countries to outsource employees , and it shares this feat with places like India, Mexico, and Brazil.

outsourcing 52

outsourcing Business Process Outsourcing Government Education 52

Nuance

JANUARY 3, 2023

Despite what you might read in the headlines, there are many reasons to be optimistic as we head into 2023. For example, in my conversations with customer engagement leaders, I’ve been struck by how focused they are “doing more with less” given the current economic climate. “Do more with less” may be the CFO’s mantra [.]. The post Customer engagement predictions 2023: Strategic priorities for CX leaders appeared first on What’s next.

Enterprise 52

Enterprise Contact Center 52

Advantage Communications

JANUARY 3, 2023

Customer service is an integral part of any business and keeping customers happy is essential for success. Professional customer service staff are able to ensure customer satisfaction and loyalty. However, not all customer service challenges can be solved easily. Here are 12 common customer service challenges and how your business can address them, enhancing the overall customer experience.

Customer Service 52

Customer Service Customer Experience 52

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Vistio

JANUARY 3, 2023

Watch to the full podcast here: . Or click here to just listen to the audio.              . Welcome to the show! Today we’re diving right in with two real life customer service calls we recently had in our personal lives as customers. Let’s talk about what makes a a helpful and seamless experience versus a frustrating experience. Let’s talk about tools, policies and responsiveness.

Personalization 52

Personalization Customer Service 52

CSM Magazine

JANUARY 3, 2023

Teaching a language is one of the most incredible jobs you can have: it can help you understand local traditions and ways of life, not to mention the honour of getting an insight into an entire culture, wherever you choose to look for a job. By teaching English to either children or adults as your side hustle, you could be making money while exploring literally anywhere in the world!

Personalization 52

Personalization 52

NobelBiz

JANUARY 3, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a clients over the duration of their whole interactions or "lifetime". Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume. The lifetime value of a client, however, is a number that can be calculated with ease with the correct method.

Call Center 52

Call Center Metrics 52

CSM Magazine

JANUARY 3, 2023

Today, businesses around the world, of every industry and size, are relying more and more on technology. Software programs are now available for a wide range of different business processes, such as customer relationship management, advertising, payment processing, search engine optimisation, social media marketing, and much more. For many companies today, having an active online presence is one of the most essential factors when it comes to business success.

outsourcing 52

outsourcing Advertising Engineering Management 52

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Kapta Customer Success

JANUARY 3, 2023

Account managers can’t succeed by flying solo. Customer retention and growth is a team sport that doesn’t work when done in isolation. Trying to do it alone is a losing proposition that keeps you stuck in vendor status in the eyes of the customer. Working as a team enables you to be more strategic and become a trusted advisor to your accounts.

Accountability 40

Accountability Management Customer retention 40

SmartKarrot

JANUARY 3, 2023

Role: Sr. Director of Customer Success Location: Remote, United States Organization: ABC Fitness Solutions As a Sr. Director of Customer Success, you will build a world-class Customer Success team. Hire, lead, manage and mentor Onboarding and implementation Success teams within the Customer Success organization. Manage a direct team of 2 people and be a leader, mentor, and coach.

outsourcing 19

outsourcing Upselling Accountability Coaching 19

ChurnZero

JANUARY 3, 2023

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. So why do companies see it that way more often than not? Here’s the usual story: Company prides itself on being “sales driven.” The sales team is credited for winning revenue, while the Customer Success team is expected to retain the revenue.

Sales 98

Sales Engineering Best practices Government 98