Help Scout

MAY 27, 2021

When considering customer success and account management, it’s valuable to consider them as complementary teams rather than interchangeable groups or, worse, competitors. While it’s true that both customer success and account management move your customers through their life cycles, they are focused on distinct aspects of the customer experience, and they have different strategies for supporting and guiding customers.

Accountability 65

Accountability Management Upselling Education 65

Myra Golden Media

MAY 27, 2021

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. . Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?

Education 333

Education Personalization Management Customer Service 333

CCNG

MAY 27, 2021

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. Understanding the best path to follow, with the fluidity of the contact center industry, can be a daunting task. In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value.

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Consulting Consulting Contact Center Gamification 195

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

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Call Center Surveys Coaching Best practices 136

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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.

Nicereply

MAY 27, 2021

Pattern recognition is critical to adjusting and improving your customer experience. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. It is successful execution on programs to turn these observations into new practices that led to Rancher Labs, recently acquired by SUSE, winning a 2021 Nicereply Customer Happiness Award for Customer Effort.

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Customer Experience Feedback Customer effort 105

Quality Contact Solutions

MAY 27, 2021

By Rich Hamilton, Director of Implementation and Team Improvement Leader. Are you confused by the TCPA (Telephone Consumer Protection Act)? The TCPA regulations are very complex. And with this complexity, there is bound to be some confusion.? To help provide clarity around a perplexing topic, let’s review the seven most common misconceptions we hear through our TCPA call center consulting services. #1 – B2B calls do not need to comply with the TCPA.

Wireless 98

Wireless Telemarketing Abandon Call B2B 98

Advantage Communications

MAY 27, 2021

Think back to your last big purchase. Was it a new laptop to update your old, slow and laborious one that you had been working on for the past couple of years? Perhaps it was something less exciting like a lawn mower to replace the one you have been using for the past 10 years?

Customer Service 98

Customer Service 98

Playvox

MAY 27, 2021

After another successful year, Playvox is humbled to have been honored by TrustRadius as the recipient of the 2021 Top Rated Award in the Call Center Workforce Optimization category. With a trScore of 9.1/10 and more than 63 verified ratings and reviews, all of us at Playvox are thankful to be recognized by the TrustRadius community as a valuable player in the workforce management ecosystem.

call center workforce 96

call center workforce Call Center Management 96

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

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contact center solutions Cloud contact Contact Center At home agents 78

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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

Surveys

Babelforce

MAY 27, 2021

No two buyers are identical. And not all customers want the same thing from your product. That can make life… But you can help yourself out by letting people customize your service based on their needs. It’s a surprisingly easy way to help users get what they want from interactions with your business. What is customized service? Customized service is any service that’s tailored to the needs of individual customers.

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Customer Service Contact Center CRM Interactive Voice Response 88

Cyara

MAY 27, 2021

Stress is a way of life for many of us, particularly individuals who are highly driven, passionate and eager to work hard to set themselves apart in their chosen field. We thrive on pressure and love a new challenge or an impossible deadline. The technical term for this type of positive stress experience is eustress , the brighter, much sunnier cousin of the “bad stress” we experience as distress.

Technology 76

Technology 76

Tethr

MAY 27, 2021

Exciting news! We’re on podcast #2 , this time discussing one of our favorite topics: Customer effort. Throughout this series, titled “Customer Effort: Through an AI Lens” , Chief Research & Innovation Officer Matt Dixon and SVP of Research & Innovation Ted McKenna discuss topics relevant to customer experience and customer care leaders alike.

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Customer effort Customer Care Sales Customer Experience 76

PeopleMetrics

MAY 27, 2021

Your company is ready to build a customer-centric culture, and has committed to gathering and acting on customer feedback with a Voice of Customer program. Congratulations - that's fantastic! Now it's time to design your first customer survey. In this session, we'll review the 5 questions you need to ask in your customer survey to get high response rates and actionable results that you can use right away to start improving customer experience at your organization.

Surveys 71

Surveys Customer centricity Best practices Feedback 71

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

Toister Performance Solutions

MAY 27, 2021

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. Their challenges are individual, but they all struggle. Many have received conflicting advice. It's hard to know where to start. Fortunately, I've done the research for you. Peter Gollwitzer, a professor in the Psychology Department at New York University, gave me a treasure trove of studies on achieving goals.

Employee engagement 71

Employee engagement Contact Center Customer Service Technology 71

SharpenCX

MAY 27, 2021

Companies see more than $1.6 trillion in annual losses from bad customer service. And 82% of customers have stopped doing business with a company because of their bad customer experience. . Statistics like these make almost every customer service leader shudder (the good ones, at least). What’s more? All this research on customer service reveals the priorities you try to juggle.

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

Tethr

MAY 27, 2021

Exciting news! We’re on podcast #2 , this time discussing one of our favorite topics: Customer effort. Throughout this series, titled “Customer Effort: Through an AI Lens” , Chief Research & Innovation Officer Matt Dixon and SVP of Research & Innovation Ted McKenna discuss topics relevant to customer experience and customer care leaders alike.

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Customer effort Customer Care Sales Customer Experience 62

Interactions

MAY 27, 2021

It’s no secret that customer service can cause some major headaches. From a recent survey, we found that one of the top contributors of bad customer service is unknowledgeable agents. So should brands be looking to hire better agents? Train them better? Maybe offer more incentives? While these may have minor improvements, the root cause of this issue actually comes down to reducing agent effort. .

Contact Center 62

Contact Center Technology Customer emotions Surveys 62

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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.

Self service

Tethr

MAY 27, 2021

Exciting news! We’re on podcast #2 , this time discussing one of our favorite topics: Customer effort. Throughout this series, titled “Customer Effort: Through an AI Lens” , Chief Research & Innovation Officer Matt Dixon and SVP of Research & Innovation Ted McKenna discuss topics relevant to customer experience and customer care leaders alike.

Customer effort 62

Customer effort Customer Care Sales Customer Experience 62

Nuance

MAY 27, 2021

This blog was authored by Neustar. Corporate call centers face a range of challenges day in and day out, not the least of which is the near-constant attacks by increasingly sophisticated fraudsters. According to the FBI, cybercrimes cost everyday Americans a record $4.1 billion in 2020. But treating everyone as a suspect doesn’t create the [.] The post Mitigating risk of fraud with joined forces of Nuance and Neustar appeared first on What’s next.

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Call Center Enterprise Contact Center 61

Creative Virtual

MAY 27, 2021

By Mandy Reed, Global Head of Marketing. Every month Creative Virtual’s Founder & CEO writes his Virtual Viewpoint column for Wharf Life , a local newspaper available in the area around the company’s headquarters in London. You can also read the paper online , getting an insider’s look at what’s going on in the area as well as Chris’ perspective on a variety of topics from technology developments to stress management to space exploration.

Chatbots 59

Chatbots Virtual Agent Self service Technology 59

Enghouse Interactive

MAY 27, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? . According to Accenture (1) , 75% of customers have identified that they are more likely to engage with organizations that: address them by name, uses insight from their purchase history to better engage with them, and provides product or service recommendations reflective of their purchase history. .

Contact Center 52

Contact Center Self service Chatbots CRM 52

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!

Feedback

Arbeit

MAY 27, 2021

We wanted to share some updated data & insight on how millennials prefer to communicate inside & outside of the workplace. Who better to ask than the millennials on our team at Arbeit?

Real estate 52

Real estate Sales Call Center 52

Call Experts

MAY 27, 2021

Do you know the total number of contact centers in the US? Nearly sixty thousand ! So, how do you narrow them down to find the best fit for your business needs? Remarkably, finding the right contact center partner is not as challenging as it sounds. . When you understand what to look for in your contact center partner, you will find the best fit for your needs to enhance customer support and promote operational efficiency.

Contact Center 52

Contact Center Call Center Customer Care outsourcing 52

JustCall

MAY 27, 2021

Happy alert, users! We’re more than excited to announce our new JustCall & noCRM.io phone integration! If you integrate noCRM.io with JustCall, a business phone system, you have unlocked the formula to make 2X sales. Anytime, anywhere, and using any device. Syncing your VoIP and CRM integration makes the entire sales process more streamlined, it offers twice the benefits.

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Management voip CRM Analytics 52

CSM Magazine

MAY 27, 2021

It won’t be an exaggeration to say that social media is an indispensable part of our lives. Other than falling into the most adorable black hole of cat videos and sharing incorrigible vacation throwbacks, social media has emerged as a powerful tool for content creators and brands. In today’s world, TikTok stars are banking more than Hollywood starlets, and Instagram-viral brands are giving big corporations a run for their money.

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Accountability Government Entertainment Advertising 52

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

Journey mapping

Unymira

MAY 27, 2021

There are sensational narratives out there that describe artificial intelligence or AI as man's last invention. Other interpretations of this view are that AI is man's algorithmic savior. AI will increase human innovation, treat incurable diseases, and enhance human creativity. Such notions have given rise to AI solutionism , where this technology infiltrates every aspect of life and, to some extent, dominates society.

Technology 52

Technology 52

CSM Magazine

MAY 27, 2021

Europa Contact Centre , the multi-channel outsource contact centre, has concluded their 12 month technology upgrade project. The investment, a culmination of an 18 month business review and development project, is the largest investment since the centre, based in Kent was acquired in 2019 and rebranded as Europa Contact Centre. The project included a 360-degree review of the business, listening carefully to clients, their customers and industry leaders to deliver a fit for purpose and “future-pr

Entertainment 52

Entertainment outsourcing Education CRM 52

NobelBiz

MAY 27, 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.

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Interactive Voice Response Big data Contact Center Call Center 40