The State of Customer Self-Service
MAY 12, 2021
Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Or perhaps, they hate waiting even more.
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Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. MORE
Role: Director of Customer Success – Resware Location: Austin, TX, US Organization: Qualia As a Director of Customer Success, you will be responsible for leadership, management, and accountability for the Customer Success team. MORE
Your company can have the best products or services available and still not be successful due to poor marketing efforts. Agent performance is one of the most important key performance indicators (KPI) , particularly now that so many employees are working from home at least part of the time. MORE
A live chat tool can help you engage with customers, but it’s only effective when your agents are available to chat. If customers try to interact with a live chat feature and can’t reach an agent, they’ll probably be confused, if not frustrated. Offline messages can help you avoid that scenario. MORE
At 5CA we believe the CX that we offer is superior because it’s fan-made. We think it’s better for the customers of the businesses we partner with, but we also think it’s better for our clients’ own bottom line. And we can prove it. MORE
For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently. MORE
What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. MORE
Discover how Concentrix enabled a global software and services leader resolve high customer churn for its cloud-based offerings, leading to innovation and best practices being embedded across the client’s global sales operations. MORE
Sales enablement is the key to unlock the full potential of your sales reps. Equipping sales teams with the right tools, resources, and techniques increases your likelihood of converting leads. Having a skilled sales team is good. MORE
Introducing Concentrix Revenue Growth Services, combining analytics, technology and a high-performing sales culture to drive revenue and CX outcomes at all stages of the customer lifecycle. The post Concentrix Revenue Growth Services appeared first on Concentrix. Videos Resources Video MORE
Undoubtedly, science has gifted us with many boons and has proved the ‘impossible’ as ‘possible’. Driving never-seen-before productivity, efficacy and proficiency have only become a reality due to the benefits of Artificial Intelligence and Robotic Process Automation in the workflows. MORE
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. MORE
Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications. Guides MORE
What’s not to like about virtual call centers? They’re cheap to set up, let you scale quickly, and agents love them. And best of all – opening one is surprisingly easy to do. Here’s all you need to know about how to start a virtual call center. What is a Virtual Call Center? MORE
Businesses often use voice communications as a key interface to assist their customers around the world. These calls can include high-value purchase decisions, addressing complex support needs, and providing in-depth technical support. MORE
During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If If you’ve been following my work, you already knew that.). MORE
Traditionally, financial service organizations have taken a lender-centric approach to their strategy. Big data, social media, and shifting purchase methods have driven financial services to refocus that strategy, though. Today, a more customer-centric approach is required. MORE
Welcome to our new blog series – This is Digital Customer Success. In this series, we’ll talk about what Digital CS is, what’s required to build a Digital CS program, team structure and responsibilities, metrics, and so much more! MORE
Wed.May 12, 2021
The Massive Gap Between Customer Expectations and Organizations’ Ability Post-Pandemic
MAY 12, 2021
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance.
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Turning Disruption into Opportunity
Contact Center Pipeline
MAY 12, 2021
For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently.
The History of the Word "Hacker"
According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.
What’s Normal for Us Can Be Amazing to Others
MAY 12, 2021
During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If If you’ve been following my work, you already knew that.).