Enghouse Interactive
SEPTEMBER 10, 2021
I’d like to talk about The Grinch. Whether it’s the character from the 2018 or 2000 movie or the 1957 book, we know him as the cynical and bad-tempered creature who can’t stand Christmas, tries to steal it and generally puts a dampener on all things jolly and festive. Here’s why: His behaviour may remind us of the customers we encounter from time to time.
ShepHyken
SEPTEMBER 10, 2021
This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued.
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Eptica
SEPTEMBER 10, 2021
Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021. Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring.
Quality Contact Solutions
SEPTEMBER 10, 2021
Regardless of how you feel about telemarketing, the? results speak for themselves. Telemarketing is relevant and very effective. However, that doesn’t mean that telemarketing as a stand-alone tactic works for every business.? Using different communication channels increases engagement with your targeted audience regarding business-to-business (B2B) sales and marketing.
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ChurnZero
SEPTEMBER 10, 2021
There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. Not only does it motivate employees, but it helps them learn how their work affects the company’s performance, understand how they impact profits, and usually in
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
SEPTEMBER 10, 2021
Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves?
Vcaretec
SEPTEMBER 10, 2021
The most important thing that your business has is customers, because without customers you would not have a business. Customer service is vitally important when it comes to keeping your customers happy, satisfied, and coming back for more. If you do not have the time or resources to dedicate to customer service, a retail call center can be an impactful solution.
TCN
SEPTEMBER 10, 2021
Many factors go into the success of a call center and how the wheels turn. The post How Call Center Software Affects the Customer Experience appeared first on TCN.
Myra Golden Media
SEPTEMBER 10, 2021
We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. . Learn more and register here!
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Abby Connect
SEPTEMBER 10, 2021
When a small business first starts out, it’s hard to tell whether it will last in the long run. Countless factors affect every company’s overall performance, and even offering a great product or essential service doesn’t guarantee success. One factor that can make or break a company is it’s customer service. And when you have… The post Small Business Owner’s Guide to Live Chat Software appeared first on Abby Connect.
ChurnZero
SEPTEMBER 10, 2021
There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan, otherwise called a variable compensation plan, produces the best results. Not only does it motivate employees, but it helps them learn how their work affects the company’s performance, understand how they impact profits, and usually incr
Advantage Communications
SEPTEMBER 10, 2021
Are you looking to outsource your customer service program to a strategic partner? If you’ve outsourced any of your business functions before, then you’ll know just how important a seamless plan is to the success of that partnership.
CSM Magazine
SEPTEMBER 10, 2021
Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP, CX: The Human Factor. Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers.
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.
inSided
SEPTEMBER 10, 2021
We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach. This week, it’s time to talk more about the people behind those metrics – it’s time to talk about team structure. Because your digital-led team might just look a little different from your “traditional” team.
Jon Arnold
SEPTEMBER 10, 2021
Before you know it, Enterprise Connect 2021 will be here, and I’m back for my 4th annual update on the state of speech tech in the enterprise. This is just one of many things being transformed by AI, and this time around, I’ll be taking a future-forward look at what’s coming. The building blocks are in place for some cool applications, but bigger things are emerging, and collaboration might look very different once the ranks of digital immigrants thin out.
Contact Center Geek
SEPTEMBER 10, 2021
There’s a question I regularly get, it’s one that I really enjoy answering. It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?” In addition to the plethora of conferences and training organizations there are so many amazing books, blogs, podcasts, and smart people freely sharing their knowledge on LinkedIn, Twitter, Clubhouse, and in Slack workspaces.
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