ShepHyken
APRIL 19, 2022
The Choreography of Customer Service. The 5 Core Concepts to Customer Service. Shep Hyken interviews Chris Lynam , Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor , and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.
Eptica
APRIL 19, 2022
Date: Tuesday, April 19, 2022 Author: Pauline Ashenden - Demand Generation Manager How can you reduce contact centre response times? Published on: April 19, 2022. Author: Pauline Ashenden - Demand Generation Manager They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
VirtualPBX
APRIL 19, 2022
Curbside Pickup with VirtualText. When the pandemic hit, a curbside pickup was a shopping convenience that became a lifeline to consumers. As “click-and-collect” growth boomed in unison, curbside pickup orders rose to 190% in North America alone. Though the height of the pandemic has subsided, some companies have seen the safety and benefits of this service.
Fonolo
APRIL 19, 2022
Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.
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.
SQM Group
APRIL 19, 2022
When a call is unresolved, customers are five times more prone to defection than if they experienced FCR. This is because call centers are the last line of defense for stopping customers from defecting.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
APRIL 19, 2022
Your business should run like a well-oiled machine. But just like a machine, its parts need to be in sync and well-connected. Outsourcing certain back-office functions can help do just that.
Fonolo
APRIL 19, 2022
Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.
Jon Arnold
APRIL 19, 2022
As per my quick take blog post and photos last week, I said there would be more to come about the Channel Partners event, and that’s running now on No Jitter. Not many analysts attend this show, so you might find my take a bit different, and hopefully, that’s a good thing. As always, comments and sharing are welcome.
Playvox
APRIL 19, 2022
Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. The mood among exhibitors and attendees could only be described as “electric.”. The energy was palpable throughout the expo, in breakout sessions, and at well-attended networking and social events.
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
Netomi
APRIL 19, 2022
The Importance of the Customer Experience (CX) in Gaming. Proactive and supportive customers, gamers are extremely loyal – to others in their community, and to the games they know and love. This strong sense of being part of a like-minded community and social element is what draws many to the pursuit, all while being afforded the freedom to take risks, progress towards set goals, and a chance to fail, while in a safe space.
ConvergeOne
APRIL 19, 2022
Preparing and creating as much data as you can will help you build for the future and support more self-service efforts. I’m inviting you to think about customer data in a different way. Let’s face it, for years we’ve been using data for operational reporting and determining the health of our systems. It’s worked well, and been very routine. We wake up in the morning, log in, and look at reports from yesterday.
COPC
APRIL 19, 2022
WINTER PARK, Fla. (April 15, 2022)— COPC Inc. commends the effort of Express International Inc. to improve customer service. Twenty director and supervisor-level Express International employees completed COPC® Contact Center Management training.?? . The individual-level COPC Contact Center Management training improves customer experience operations based on the ?
MiaRec
APRIL 19, 2022
Every contact center manager worth their salt knows how valuable it is to consistently and frequently evaluate their agents. Properly monitoring agent performance greatly contributes to the efficiency of the agent as well as the overall team. It also identifies training opportunities and ensures greater adherence to compliance regulations as well as the predefined customer interaction process.
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.
VirtualPBX
APRIL 19, 2022
Curbside Pickup with VirtualText. When the pandemic hit, a curbside pickup was a shopping convenience that became a lifeline to consumers. As “click-and-collect” growth boomed in unison, curbside pickup orders rose to 190% in North America alone. Though the height of the pandemic has subsided, some companies have seen the safety and benefits of this service.
CustomerSuccessBox
APRIL 19, 2022
Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics?
Hodusoft
APRIL 19, 2022
HoduSoft witnesses overwhelming response to UC product suite at CPCE 2022. Technology is evolving every minute, every second. The global exposure provided through Channel Partner Conference & Event , Las Vegas led partners to connect with technology suppliers. The HodoSoft Leadership was overjoyed to be a part of this colossal networking event and meet 300+ technology channels and numerous partners.
CustomerSuccessBox
APRIL 19, 2022
One of the key drivers for growth in the B2B SaaS industry is the customer success based business models. These models exponentially increase the revenue goals of such organizations. So, as an enterprise, you’d require an ‘ Enterprise Customer Success Management ‘ system in place! Many softwares are widely available and it becomes important to choose one that is compatible with the enterprise domain.
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.
ClientSuccess
APRIL 19, 2022
As any customer success professional knows, metrics and data keep customer relationships running smoothly. With historical data, CSMs can make strategic decisions and identify critical areas that need attention. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .
CSM Magazine
APRIL 19, 2022
Customer service can make or break a business’s reputation. In fact, more than 95% of customers will never purchase from a company that provided poor customer service. As recurring customers are the cheapest to acquire and maintain, having a strong customer service team is essential for your business’s bottom line. Skilled and engaged agents bring a lot to a company.
Zappix
APRIL 19, 2022
According to Twilio research, companies that invested in digital customer engagement over the past two years saw an incredible 70% top-line revenue increase on average. Digital customer engagement is necessary in today’s digital world. Digital customer engagement.
NobelBiz
APRIL 19, 2022
Modern customers want immediate and dependable solutions, which means your call center's efficiency must be at its peak at all times. In this article, we details all the methods to increase the efficiency of your call center. In terms of, contact center technology, management and monitoring performances. The post How To Achieve Call Center Efficiency?
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!
CSM Magazine
APRIL 19, 2022
Twitter can be a great way to connect with customers and build customer relationships, but it can also be a place where customer complaints are aired. If you’re not prepared to handle customer complaints on Twitter, you could end up making a bad situation worse. In this article, you will find some key tips for handling complaints on Twitter. 1.
Knowmax
APRIL 19, 2022
The post How To Pick The Best Knowledge Repository Software? appeared first on Knowmax.
SmartKarrot
APRIL 19, 2022
Role: Vice President of Customer Success Location: San Francisco Bay Area, US (On-site) Organization: Arable As a Vice President of Customer Success, you will develop the strategy to drive customer value realization and retention on Arable’s solutions, across priority regions and customer segments. Operationalize this strategy leading a global team of customer success professionals.
Playvox
APRIL 19, 2022
If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. It’s no longer a one-and-done activity.
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
SmartKarrot
APRIL 19, 2022
Buying products – from groceries to process-shifting SaaS products – has made us a customer at some point. As customers, we all have certain views about certain brands. For instance, you may have a not-so-positive impression on a brand for the delay in their service. At the same time, you may be impressed with the experience that you have had with a certain brand and have now become a regular customer.
Infinity
APRIL 19, 2022
Last touch attribution. Single touch attribution. Positional. Time decay. What does it all mean anyway? There are so many attribution model types available to marketers that it can be difficult to understand which one is right for your business. The most important thing to bear in mind is that marketing attribution can bring tangible benefits to your over-arching strategy.
SmartKarrot
APRIL 19, 2022
Customer Success is a sunrise industry and is growing. This is why CS leaders in business may not have started their careers in customer success. They could have worked in marketing, sales, product, or even design. Some CS leaders also have a sales background, so they have experience in displaying the product and ensuring a win. However, most CS leaders are focused on support and do not have the idea or experience to present their ideas to the C-Suite.
Expert insights. Personalized for you.
161 
Let's personalize your content