LiveVox
MARCH 21, 2022
With the advancement of cutting-edge call center technologies, customers expect top-notch support. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. To meet these rising expectations, companies are investing in their customer support strategies by improving their own internal call centers or outsourcing their call center services.
ShepHyken
MARCH 21, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 15 Stats About Post-Covid Customer Service by Blake Morgan. (Forbes) As the pandemic starts to subside and the dust starts to settle, companies can move from survival mode to preparing for the future and adjusting to changes and trends in the post-Covid world.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CustomerServ
MARCH 21, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience.
The Northridge Group
MARCH 21, 2022
Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is needed to prevent a crisis.
Advertisement
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.
Spearline
MARCH 21, 2022
Insights into global inbound voice trends and country-by-country performance At Spearline we believe that it is essential to understand connectivity and communication practices at a global level. Our unrivaled fixed-line and mobile coverage in 76 countries, combined with our cloud-based automated platform, allows us to conduct real test calls 24/7. These precisely reproduce and test the call experience for users all over the world.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Playvox
MARCH 21, 2022
If the labor shortage has left your contact center scrambling for staff, you might have overlooked a potential goldmine of knowledgeable, eager future team members: retirees. According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4 million). Researchers say 1.5 million of those older-worker exits were early retirements.
OctopusTech
MARCH 21, 2022
What is Logistics Outsourcing? Logistics outsourcing can be defined as the strategic usage of outside parties to perform business activities that are traditionally being performed by internal staff and management. Companies that perform logistics outsourcing works as an extension for their client’s company, bring new strategies, and put initiatives to grow your business.
Topdown
MARCH 21, 2022
Over the past decade the importance of the customer perception of a brand has increased dramatically. This is in correlation with the rise and spread of the internet , as well as smart technology in general. Regardless though, customers are priceless to any organization. As such, one focal point in modern business operations is building and driving customer engagement.
Comm100
MARCH 21, 2022
Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they don’t prioritize any demographic over the other.
Advertisement
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
Integrity Solutions
MARCH 21, 2022
With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. One of the hallmarks of account-base sales is hyper-personalization. With a focus on treating every account as a market of one, this model requires understanding who the key stakeholders are within an account and then targeting your ou
Quadient
MARCH 21, 2022
Retard de paiement : pourquoi la dématérialisation de la comptabilité fournisseur est-elle indispensable ? Ludovic Georges. Tue, 03/22/2022 - 00:12. Les retards de paiement sont un fléau pour les entreprises qui se retrouvent en difficulté financière… mais ils reviennent comme un boomerang au visage des mauvais payeurs, avec des conséquences tout aussi dangereuses à moyen et long terme.
CustomerSuccessBox
MARCH 21, 2022
There has been no human who hasn’t made mistakes unless there was a perfect world. Sadly, we see what we witness and everything perfect is in our imagination but not in reality! That’s a glimpse of the imagination! Well, let’s just come down to the business world. There isn’t a fully satisfied customer in any firm, do you agree? This is where writing an ‘Apology letter ‘ becomes critical.
CSM Magazine
MARCH 21, 2022
It is a grim time for the economy as the global pandemic has brought us a state of recession. As several businesses were shut down for good as they couldn’t handle the impact of lockdown, many businesses are struggling to stay afloat. Even though we have been able to gradually come out of recession, there’s no denying the fact that the current pandemic has left behind a great economic wound.
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.
JustCall
MARCH 21, 2022
Sales training isn’t just about having the right tools and tricks up your sleeve. It’s about being trained to leverage them right. That’s why you need sales training to ensure that the behaviors that help win deals can be codified and shared with new hires and trainees. This blog looks at how sales training should be approached by breaking it down into a clear 4-week timeline and how to structure your training into modules that can make it more effective.
CustomerSuccessBox
MARCH 21, 2022
Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. Want to know what this role has to offer to the organization? Let’s learn about this C suite position a bit!
Infinity
MARCH 21, 2022
Marketing budgets have fallen to the lowest levels in recent history and this means savvy marketers are working harder than ever to demonstrate that their campaigns are having real impact on revenues. ROAS - return on ad spend - is one of the most popular metrics, as it measures the amount of generated for every pound you spend on advertising. Accurately tracking ROAS across your Google AdWords campaign can hugely benefit marketers by improving campaigns and increasing lead acquisition.
SmartKarrot
MARCH 21, 2022
Role: VP of Customer Success, US Location: Austin, TX, US Organization: Miro As a VP of Customer Success, you will be responsible for a rapidly growing Customer Success team of 45+. Improve customer retention metrics (adoption, retention, engagement). Become a Miro product champion and use this knowledge to effectively guide customers towards their desired outcomes.
Advertisement
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.
Kayako
MARCH 21, 2022
ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey.
JustCall
MARCH 21, 2022
The attention is on every sales call center! But how and w hy? In a bid to cut back on their costs, many companies are now looking to outsource their call operations. While this isn’t something new, the trend has deepened as organizations scramble to recover from the financial blows of the pandemic. In fact, according to the 2020 global outsourcing survey report by Deloitte, cost reduction has emerged as the biggest priority for many players, which is expected to remain a key trend in the indust
Expert insights. Personalized for you.
52 
Let's personalize your content