Wed.Dec 01, 2021

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How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so. But when I think of contact centers, the first thing that comes to […].

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The Three N’s of Employee Fulfillment

ShepHyken

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?

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Trending Sources

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Buyers Guide: How to choose the best customer service software

Callminer

Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.

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Keeping Your Customer Focus and Investing in your Agents Through the Rest of the Busy Holiday Season

SharpenCX

There’s something about Christmas lights glimmering on every house and Christmas music playing in every store that makes me want to stay cozy at home, watch It’s a Wonderful Life , and avoid doing work. Is it just me?… I don’t think so. It doesn’t matter what kind of job you work. Every year, as Christmas rolls around, everyone grows reluctant to work.

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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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Lots of Exciting News!

PeopleMetrics

This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

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More Trending

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How to Bring Agile Innovation to Customer Success

Totango

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.

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Delivering great CX this holiday season despite supply chain challenges.

NICE inContact

The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate.

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The 11 Best Help Desk Software for 2022 [Ranked & Rated]

Help Scout

Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control.

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FREE Studio Hold Greetings for the Season

VirtualPBX

How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that. Wouldn’t it be cool if you could create on-hold messages with a more natural feel to them?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Breaking Down the Customer Success Trust Equation

ClientSuccess

As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have. If a customer doesn’t trust a CSM, some specific details around how they’re feeling with the product, how the team uses the features, and more could be lost in the silence.

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FREE Studio Hold Greetings for the Season

VirtualPBX

How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that. Wouldn’t it be cool if you could create on-hold messages with a more natural feel to them?

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Toyota is Prototyping the City of the Future

C Space

Toyota is Protoyping a City of the Future. Akio Toyoda, President, Toyota Motor Corporation. 3 Toyota’s Woven City, will be a living laboratory – a fully connected ecosystem powered by hydrogen fuel cells populated with residents and researchers who will test and develop technologies such as autonomy, robotics, personal mobility, smart homes and artificial intelligence in a real-world environment.

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FREE Studio Hold Greetings for the Season

VirtualPBX

How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that. Wouldn’t it be cool if you could create on-hold messages with a more natural feel to them?

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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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Unicef

Hodusoft

Unicef eliminates manual processes to streamline for better monitoring and quality assurance. The United Nations Children’s Fund (UNICEF) is a United Nations agency which works on providing humanitarian and developmental aid to children worldwide. The United Nations Children’s Fund (UNICEF) is a United Nations agency which works on providing humanitarian and developmental aid to children worldwide.

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How To Run Great Win Loss Interviews

Genroe

Losing a big B2B opportunity is more than disappointing – it’s also expensive. Typically the process has taken a long time to complete: maybe even a year or two. You will have invested substantial staff time, travel and other expenses. To salvage something from all that investment you should run win loss interviews for key […]. The post How To Run Great Win Loss Interviews appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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YAXXA

Hodusoft

YAXXA enters new territories by overcoming operations issues. Radically, YAXXA aims at connecting the business world with a wide range of tech-savvy solutions that incorporate Cloud PBX, Unified Communication, IoT, Connectivity, and many more. by presenting dynamic, modular, smart, and influencing solutions through innovative technology offerings. No matter where and which clients they serve, they strictly adhere to their distinctive… approach; Unique, Modular, Collaborative.

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Embracing Customer Success with a Clear Foundational Purpose: An Interview with Eran Fishov, VP of Customer Success at AU10TIX

Strikedeck

Eran Fishov, VP of Customer Success at AU10TIX, talks about why CS is a commitment to customers, not just the value of service the brand can deliver or achieve. The post Embracing Customer Success with a Clear Foundational Purpose: An Interview with Eran Fishov, VP of Customer Success at AU10TIX first appeared on Strikedeck | Customer Success Platform.

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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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Dreading Customer Experience Snags Over the Holidays? You’re Not Alone.

Quiq

Share This Story Your dread of poor customer experience is justified: The holidays are going to be tough on retailers this year. It’s already proving to be a mess of a season. Between supply shortages, delivery delays, and a smaller labor pool, holiday shopping can prove difficult this year. . And customers know it. . 68% of shoppers are either very or somewhat concerned about poor service due to a lack of employees, according to the Salesforce Holiday Insights report. 78% are concerned about sh

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Help Customers Help Themselves: Quick Guide to Self-Service Strategy

LiveVox

People now expect to get answers immediately. When it comes to customer support, modern customers are no longer satisfied with picking up a phone for resolutions. This route takes too long and results in a poor customer experience. As an example, imagine you order something from a company website and track it in the mail […]. The post Help Customers Help Themselves: Quick Guide to Self-Service Strategy appeared first on Livevox.

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Why Your Business Needs an Automated Compliance Solution

CSM Magazine

Compliance is essential for all modern businesses because they use several technologies to help their workflow processes and business operations. But manually doing the compliance is a long and tedious process, from gathering all required information, attending meetings, monitoring, audits, and more. Thus, most companies invest in compliance automation because of the efficiency in executing the various tasks for regulatory compliance activities due to the technology involved in the compliance so

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How to Listen Better for Customer Success?

CustomerSuccessBox

Customer success, as we know, is a holistic approach to delivering the maximum possible value to customers. More than a strategy, it’s a mindset that businesses embrace to gain a competitive edge in their industry. If you’ve been in the business, you know how you must master human communication, the very first thing to be successful with your customers, which means speaking mindfully but listening even more intently.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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New Data Reveals Two-thirds of Consumers Say Brands Still Aren’t Getting Customer Service Right

CSM Magazine

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Based on a cohort of 3000 consumers and 1,500 service agents within the United States (US) and United Kingdom (UK), the findings shed light on what brands should do to reconnect with their customers during the upcoming holiday season and beyond.

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Top 7 tips to automate Customer onboarding

CustomerSuccessBox

The first impression of your customers is decisive. When you onboard new customers, you introduce them to the way your business works. This step is crucial to guarantee long-term satisfaction. Thus optimize renewal rates and your bottom line. Intelligent onboarding automation: Speeds up the process of onboarding new customers, regardless of the industry It dematerializes the corresponding workflows and Reduces latency between touchpoints throughout the customer journey.

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The Pros and Cons of Free Help Desks + 5 Options to Consider

Help Scout

We weigh the pros and cons of free vs. paid, plus list 5 tools to consider if a free help desk is right for your company's support team.

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Net Promoter Score 3.0 Continues to Fail to Deliver Actionable Data

Connecting the Dots

CCMC ~ In their November 2021 Harvard Business Review article, “Net Promoter 3.0”, Reichheld, Darnell and Burns acknowledge several Net Promoter Score (NPS) weaknesses and misuses, many of which I have noted in books and articles in the last decade. [1] For instance, they note it is totally inappropriate to use NPS to evaluate individual service staff … The post Net Promoter Score 3.0 Continues to Fail to Deliver Actionable Data appeared first on Customer Care Measurement & Consulting

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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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Zappix Launches over 10 New Brands with Multiple Partners

Zappix

Zappix, the leading Visual Self-Service solutions provider, is expanding its work with partners by launching over 10 new brands in November ahead of the busy holiday season for retail and winter spike for roadside assistance providers. The company’s partners largely deploy its flagship Visual IVR solution.

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Net Promoter Score 3.0 Continues to Fail to Deliver Actionable Data

Connecting the Dots

CCMC ~. In their November 2021 Harvard Business Review article, “Net Promoter 3.0”, Reichheld, Darnell and Burns acknowledge several Net Promoter Score (NPS) weaknesses and misuses, many of which I have noted in books and articles in the last decade. [1]. For instance, they note it is totally inappropriate to use NPS to evaluate individual service staff because of the risk of “pleading… bribery… and manipulation”.

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Q&A Session About The Future Of Contact Center Industry

Voiptime

Voiptime Cloud asks questions to SKWeston & Company, the Global BPO Consulting, and Professional services company located in Washington DC, US. Specifically, we interviewed Kevin Lasky and Steve Weston to find out the future of the contact center industry.