Wed.May 26, 2021

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Three Ways to Make Your Customers Happy with a Digital-First Strategy

Contact Center Pipeline

Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support to serve customers; others use slightly more advanced tools like synchronous web chat or even email. But when the COVID-19 pandemic struck in early 2020, support volumes increased sharply, and contact […].

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The Worst Sales Call Ever

ShepHyken

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company.

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Out with average handle time and in with customer effort score

TELUS International

Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?

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Your Customer Service Level is a Direct Reflection on your Company

CSM Magazine

A few days ago, I was shopping around for a roadside assistance plan. I nailed my search down to three companies. Here some key takeaways I collected from the experience. The first company that had a few good reviews and an A rating with the better business bureau (BBB) was the first one I reached out to via phone, selected all the suitable options to talk to new membership sales.

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The 2023 Verint Experience Index: Retail

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

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How to Use Digital Customer Journeys to Scale Your Business

Totango

We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model.

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Why Increased Brand Security Improves Customer Loyalty

Working Solutions

Did you know that effective security translates to brand loyalty and an improved customer experience? Large data breaches for top brands like Target, Marriott and Equifax are regularly splashed all over the news, as are the devasting effects on revenue from unhappy customers. The demand for accurate and informed security testing has never been more […].

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We Have Won the 2021 Teleworking Solutions Excellence Award!

VirtualPBX

It’s always great to announce that our company has been honored by the communications industry. Today we’re happy to say that we have won the 2021 Teleworking Solutions Excellence Award from TMC for the development of our VoIP Phone Plans. As an addition to the other accolades we have received for our phone plans, this award reinforces the idea that we’re finding success with businesses of all sizes.

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3 Action Steps for Successfully Implementing Cross-Selling and Upselling

Playvox

Are your customer service representatives (CSRs) cross-selling and upselling relevant products and services to your customers? If they aren’t, you’re missing out on a great opportunity to offer a better customer experience and generate extra revenue. As more contact centers explore implementing cross-selling and upselling, they’re finding very little information on how to do it successfully.

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Top 5 Slack Communities for Customer Success Professionals

ChurnZero

If you work in the tech world you’ve certainly heard of Slack even if you haven’t used it before yourself. Slack has transformed business communication. It’s the leading channel-based messaging platform, used by millions to align their teams, unify systems, and drive their businesses forward. When we think of Slack, we usually think of it as an internal communication tool, however many people do not realize it can also be used for external communication as well.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Conversational Customer Service Scripts from Dunder Mifflin (+ Examples)

SharpenCX

“Dunder Mifflin customer service, this is Kelly”. If you’ve watched NBC’s hit series Th e Office , you’ve seen Kelly Kapoor’s mad customer service skills. After nine seasons of watching Dunder Mifflin fight off paper behemoths like Staples and Office Depot (all while computers slowly took over the world) I learned a thing or two about good customer service.

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Digital Shopping Trends Are Here to Stay: What It Means for Your Customer Experience

aircall

Whether it’s because they need something, they can’t pass up a great deal, or they’re craving a bit of retail therapy, people shop for many reasons. Over time, we’ve seen the shopping trend steadily move toward digital shopping instead of running out to the nearest mall. During the COVID-19 pandemic, consumers have been even more motivated to buy everything from big items like cars and homes to everyday items like toilet paper from e-commerce sites like Amazon, Target, and Walmart to delivery se

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Security and Ethics of Contact Center AI: When is AI Creepy?

NICE inContact

AI can yield significant benefits when it's used properly and ethically. Applying AI in the contact center can improve accuracy, efficiency, and the customer experience. If your organization doesn't use AI yet, it's probably just a matter of time. Be sure to consider ethics and data security beginning Day 1 of your project. Designing your solution right and putting good standards and governance in place will help ensure your solution isn’t creepy.

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Reducing Call Time in a Contact Center

Ansafone

In a contact center, call time is one of the most important metrics for gauging efficiency. Call time does not just include the time agents spend speaking with a customer, but the entire time the customer spends on the call, from the moment the agent picks up the phone until the issue is resolved and … Reducing Call Time in a Contact Center Read More ».

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The Open CCaaS Advantage Report

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.

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How to Boost Customer Satisfaction Levels Through Live Chat

Advantage Communications

The most effective way to answer your customers’ questions today is to meet them in the channel they prefer, with a solution that gives them seamless access to customer support when they require it.

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The American homecoming

TMP Direct

Sooner or later, you might join the millions of Americans who remodel or renovate their homes each year. The reasons for home remodeling are as varied as the projects homeowners undertake. For services like home improvement projects, maintenance and emergency work done, cost has always been uncertain and difficult to assess. Home improvement was up 12% and continued to deliver strong performance throughout the pandemic leading up to the March selling period.

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7 Customer Success Webinars to Watch

Education Services Group

Webinars are a wonderful way to learn something new, get questions answered, and maybe even make a few connections. 2020 proved that virtual learning can be a great alternative to being somewhere in person, and there’s no shortage of excellent virtual conferences, discussions, and gatherings to spark anyone’s interest. Customer Success webinars are no exception.

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How to manage customer support spikes without getting overwhelmed

5CA

Most of us in the CX industry know about customer service spikes and the mixed blessing they can be. On the one hand, a product is so popular that thousands are inquiring about it. On the other, the volume is so high, you have difficulty handling it successfully.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Europa Reveals LeoClear

CSM Magazine

Bespoke IT system launched to support Europa Flow. The IT team of leading logistics operator Europa Worldwide Group says the technical development behind Europa Road’s new product, Europa Flow , has been its biggest challenge yet. Europa invested £5m into its preparations for Brexit, including the launch of its unique customs product which included the development of LeoClear – the bespoke IT system created to support it.

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How to Reduce Abandonment Rates In Your Contact Center

LiveVox

Each time your customers reach out to you is a chance to improve your relationship with them. The customer service they receive while interacting with your agents directly influences how they perceive your organization. But, the first step in the customer journey is the connection with your support team. But, sometimes customers hang up before […].

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How Artificial Intelligence is Renovating Call Centers

Calltools

Successful call centers rely on continual oversight and detailed scripting to reduce call times and maximize first-call resolution rates. Thanks to artificial intelligence (AI), these crucial goals can now be delivered at scale. But the use of artificial intelligence in the workplace is a contentious issue. Yes, this fast-improving technology improves efficiency and drives innovation.

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How SEO Can Help Businesses Provide a Better Customer Experience

CSM Magazine

Search engine algorithms have come a long way since the late 90s and early 2000s when they were quite easily manipulated by SEOs. SEOs used tactics such as keyword stuffing and black hat link building to gain rankings for particular keywords with ease. The problem was that using these tactics provided a poor user experience for the end-users. Companies such as Google were aware of this problem and have spent millions of dollars in improving their search engine algorithms.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Why Every Business Needs Customer Success

CustomerSuccessBox

If you start looking online for a Customer Success Platform or a solution you’ll most likely come across a lot of discussion about “B2B SaaS, which might cause you to wonder if Customer Success software is only for Subscription-based, B2B companies. Well, that couldn’t be further from the truth. . While living in the Subscription Economy, 80% of the Potential Lifetime Value of a customer is dependent upon the retention cycle because when you acquire a user or a subscriber, you actually don’

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How to best choose knowledge management software?

ViiBE Blog

In times when information flows rapidly and trends change constantly, knowledge serves as one of the most important competitive differentiators in your company’s performance. From databases to documents and records of previous customer experiences, knowledge management turns any essential information into assets, which the company and its workforce can shape their performance upon.

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Supreme Court Ruling Affects the Future of Outbound Dialing

DMG Consulting

Supreme Court Ruling Affects the Future of Outbound Dialing. May 21, 2021 Donna Fluss. View this article on the publisher’s website. Outbound dialing, which includes the sending of texts, is back in the news as the result of an April 1 decision by the U.S. Supreme Court in the case of Facebook v. Duguid et al.). In layperson’s terms, the case challenged the Telephone Consumer Protection Act (TCPA) of 1991, which provides an expansive definition of an automated telephone dialing syste

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How to manage customer support spikes without getting overwhelmed?

5CA

Most of us in the CX industry know about customer service spikes and the mixed blessing they can be. On the one hand, a product is so popular that thousands are inquiring about it. On the other, the volume is so high, you have difficulty handling it successfully.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Intelisys Joins Edify Channel Partner Program as National Master Agent

Edify

Contact: Liz Cahill for Edify Labs.

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How to manage customer support spikes

5CA

The post How to manage customer support spikes appeared first on 5CA.

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May 26 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success, Federal Location: Tysons Corner, VA, US Organization: ID.me As a Director of Customer Success, you will hire, coach, and develop the CSM team focused on working with federal government agencies. Lead the CSMs and help build strategy, KPIs, and processes to drive success for the team. Create a structure to align use cases with customer workflows and configure them to the client’s specific business goals.