Contact Center Pipeline
MAY 18, 2021
More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers and business process outsourcing providers worldwide. As businesses digitize, the pace of this growth can only be expected to quicken and outpace other forms of support, such as phone and email. Providing the quick, friendly […].
ShepHyken
MAY 18, 2021
The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Top Takeaways: In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions.
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Myra Golden Media
MAY 18, 2021
I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in Tulsa when she was home from college during the early days of the Pandemic. Often, Lauren was the greeter for her store. Like Jason from Costco.
TELUS International
MAY 18, 2021
Every AI and machine learning project requires training in order to excel. Learn what AI training is, how it works and discover some tips for success.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Peter Lavers
MAY 18, 2021
Our founding director Peter Lavers will be participating in the next Truth Customer Loyalty webinar on 2 June, 2pm BST. You are invited to join Truth’s CEO Amanda Cromhout as she debates with Peter, who is a renowned Customer Management and Customer Experience consultant and influencer. We will discuss an array of subjects such as the ever-increasing role of data science, ‘segment of one’ theory, customer value management (CVM, including cross/up-selling), recognition of tenure and ending
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
VirtualPBX
MAY 18, 2021
VirtualPBX has excelled in the communications industry for more than 20 years, and this past week, our COO, Lon Baker, was invited to the SaaS District podcast to explain how our company came into being. In short, Lon explains to host Akeel Jabber that VirtualPBX has been able to keep pace with its larger competitors by listening to customers’ needs and by paying attention to trends in the overall market.
Acquire BPO
MAY 18, 2021
Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members. As elected leader of the council’s HR Legislation Committee, Ivy will be responsible for planning and executing programs that create linkages between the Department of L
Advantage Communications
MAY 18, 2021
The top performing companies always do two things. Firstly, they do what they can to save money and, in turn, improve their bottom line. And, secondly, they focus on customer satisfaction as a key competency.
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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
LiveVox
MAY 18, 2021
In nearly any scenario, it’s better to be proactive than reactive. Being proactive puts you in the driver’s seat, positioning you to achieve the outcome you want from the situation rather than merely responding to the cards you’ve been dealt. What does this have to do with customer service? Well, quite a bit. When you […]. The post Proactive Chat Examples for Customer Service appeared first on Livevox.
ProProfs Blog
MAY 18, 2021
“How many questions should I include in my survey?”. “With limited survey questions, will I be able to collect enough information from my target audience?”. “Or, will a large number of questions tire my customers and make them drop out of my survey?”. You might have faced the above dilemmas while creating a survey. As a survey creator, you want to collect as much information as possible from your target audience.
Spearline
MAY 18, 2021
Any good business has a contact center to handle consumer issues, so it's critical to ensure that the customer's experience is pleasant. Even if the complaint has been resolved by the agent, things can get tough in the way of fixing the problem, which can quickly lead to client turnover. An agent is constantly under a lot of pressure to ensure your customers always have the best experience on a call.
Jon Arnold
MAY 18, 2021
I’ve recently landed on the radar of Onalytica , a UK firm focused on influencer marketing. We didn’t have terms like that in my MBA days, but it’s defnitely a thing now, and better to be on their radar than not. They produce a series of “Who’s Who” reports, and I was included in last month’s report covering “Telecoms”. That was nice to see, and there’s more of the same in their latest report, Who’s Who in Unified Communications?
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.
Tethr
MAY 18, 2021
As customer experience (CX) aficionados and followers of The Effortless Experience methodology, you already know all about the value of good customer service. You may even have the best techniques memorized: advocacy, positive language, anchoring, and more. You know what your team should be doing… the trouble lies in the implementation. How do you determine what to focus on first?
NobelBiz
MAY 18, 2021
Fred Stacey's culminating experience in the Call Center space is helping organizations grow and improve every day. This insightful talk is about the tech shift during the pandemic and its impact on the Contact Centers. The post The Contact Center Tech Shift During the Pandemic, with Fred Stacey appeared first on NobelBiz®.
Tethr
MAY 18, 2021
As customer experience (CX) aficionados and followers of The Effortless Experience methodology, you’re familiar with the value of good customer service. You may even have the best techniques memorized: advocacy, positive language, anchoring, and more. You know what your team should be doing… the trouble lies in the implementation. How do you determine what to focus on first?
ClientSuccess
MAY 18, 2021
For CSMs, hearing from customers daily about the platform, features, and value-based services can quickly become par for the course. But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. .
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Tethr
MAY 18, 2021
As customer experience (CX) aficionados and followers of The Effortless Experience methodology, you’re familiar with the value of good customer service. You may even have the best techniques memorized: advocacy, positive language, anchoring, and more. You know what your team should be doing… the trouble lies in the implementation. How do you determine what to focus on first?
delighted
MAY 18, 2021
We sat down with Ellie Peterson, from the Delighted Customer Concierge team, to learn how Delighted’s CX experts utilize the platform for enhancing their own product and feedback program. Tell us about your role at Delighted. My name is Ellie Peterson and I’m a member of our Customer Concierge team. Our team offers white-glove service to all Delighted customers.
Global Speech Networks
MAY 18, 2021
Survey Participation is critical to a successful Customer Experience Improvement program. According to KPMG Global Customer Experience Excellence (2019) report, successful companies tailor the Customer Experience (CX) to meet specific customer needs. The report goes on to add: Personalisation drives loyalty in 18 out of 20 global markets. New players solve customer problems rather than just selling products.
Maru Group
MAY 18, 2021
By Vik Sood, Senior Vice President, & Patrick Tillman, Senior Research Manager, Consumer Goods and Services | May 18, 2021. For our last topic in the 3-part series on HENRYs (High Earners who are Not Rich Yet), we dive into health and wellness. Using our proprietary software , Maru ran a three-day discussion with this niche group in the US. Maru’s Instant Qualitative platform allowed us to efficiently moderate a discussion and engage with HENRYs on areas related to financial sentiment, trave
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Acquire BPO
MAY 18, 2021
Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP for People & Culture, PH, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members. As elected leader of the council’s HR Legislation Committee, Ivy will be responsible for planning and executing programs that create linkages between the Departme
TCN
MAY 18, 2021
Point of View as the Patient: You wake up from another groggy nap — you’ve. The post How Healthcare Call Center Software Can Reframe the Patient Experience appeared first on TCN.
Influitive
MAY 18, 2021
For years, Wiley has set the gold standard for customer experience, and they have the award hardware to boot! Most recently, the Wiley team took home the award for Biggest Impact on Customer Experience at the 2020 BAMMIES. On April 29, we chatted with Nicole Dingley, VP of Marketing, and Jessica Mitchell, Customer Advocacy Program […]. The post Advocacy and Wiley: Proving ROI, Driving Reviews, and Fostering Loyalty appeared first on Influitive.
Strikedeck
MAY 18, 2021
Vincent Manlapaz, in an interview with Kim Oslob, discusses why businesses need to continue to deliver their overall brand promises. The post Making an Impact During these Unprecedented Times – In an Interview with Kim Oslob, Senior Director of Customer Engagement at MeasuringU first appeared on Strikedeck | Customer Success Platform.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
NobelBiz
MAY 18, 2021
As we entered the age of big data and made the shift from the call center to the contact center industry, resource management became one of the most important tactical business aspects. In a world where uncertainty rules supreme, having an elastic and scalable technical infrastructure is probably one of the most important tactical decisions a call center can make.
SmartKarrot
MAY 18, 2021
Artificial Intelligence is undoubtedly one of the biggest gifts to mankind. While we are exploring the beauty and benefits of the subject, it is still disregarding the fact that the field stays largely undiscovered. Simply put, it is still tough to comprehensively gain perspective on the potential impact of artificial intelligence in each of our lives.
Fonolo
MAY 18, 2021
Customer service is a multi-billion-dollar industry, and its success stems from knowing their customer audience. Understanding their needs, wants, and desires, and meeting those needs via call and contact center solutions propels the industry forward. It’s become increasingly important for individual contact centers to understand their customer audience for many reasons — one of which is the increased power the average customer holds to publicly call out poor customer service on social channels
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