Mon.Jun 06, 2022

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4 Ways to Keep Your Remote Agents Engaged

Outsource Consultants

In just a few short years, working remotely has gone from something largely reserved for special situations to an expectation for positions that reasonably allow for it. Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.

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5 Top Customer Service Articles of the Week 6-6-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. (The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience.

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Content Pie#5: What is Customer Effort Score?

Nicereply

Everything you need to know about Customer Effort Score – why is so important and how to measure it. A new month, a new topic! Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact.

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5 Benefits of Cloud Services for a Remote Workforce

Momentum Telecom

83% 1 of employers say they’ve made a successful shift to remote work. Most businesses are settled into these remote and hybrid work arrangements going into 2022, and many are evaluating where they can make improvements to their telecom and IT infrastructure. . Sound like a familiar undertaking? You might need the support of a managed cloud services provider (MCSP) like Momentum.

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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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Content Pie#5: What is Customer Effort Score?

Nicereply

Everything you need to know about Customer Effort Score – why is so important and how to measure it. A new month rises a new topic! Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact.

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Your First 100 Days as an Account Management Leader Part 5: Leading and Lagging Indicators Your Team Should Hit

Kapta Customer Success

Analyzing the same thorny, complex challenges from different angles is key to creative problem-solving. If you see key account retention slipping through your fingertips, it's important to dig into the issue; don't just stop at employee performance, unwieldy CRM, or the first cause that crosses your path.

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5 Most-effective Social Media Practices for a Satisfying Customer Service

Vcaretec

Social media today has gained an extremely powerful and wide reach, worldwide. This fact is well-recognized. It has gone way beyond just connecting long-lost friends, sharing pictures/videos and knowing new people. Today, this incredibly useful means is also being utilized for its immense customer care potential. It’s time to make the best use of this promising platform to reach out to existing and potential customers, to attract them, satisfy their queries and address their complaints, among a

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Transfer from Wix to Shopify - A Step-by-Step Guideline

JivoChat

Wix is an easy-to-use and flexible platform that can be used for everything from personal online portfolios to small business websites. However, after a long period of time, your store may begin to have some performance issues and Wix no longer meets your requirements. It is now time to consider switching to a better eCommerce platform. Among many prospective names, Shopify takes the top spot thanks to its amazing customizability and usefulness.

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The Holidays Are Retailers' Last Chance To Inspire Customer Loyalty

Vcaretec

The holiday season is the most critical time of the year for retailers - they can make 40% of their revenue during these few months - and inspiring customer loyalty at this point of the year can make a huge impact. In fact, it’s your last chance. In today’s digital age, where your competitors are only a click away, customer loyalty is one of the most vital aspects to any retail strategy.

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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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What Is Call Routing? How It Works and the Benefits

LiveVox

What Is Call Routing? How It Works and the Benefits. The post What Is Call Routing? How It Works and the Benefits appeared first on Livevox.

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16 Omnichannel Customer Care Tips For Holiday 2015

Vcaretec

One of the pillars of holiday customer care in 2015 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary.

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A seat at the table: Anika Zubair on what she’s learned so far as a CS leader

inSided

If you work in Customer Success, you probably know the name Anika Zubair. Podcast hostess, keynote speaker, co-founder of CSM LDN, and Top 50 Women Leaders in Customer Success 2022. If there’s a list – she’s on it. Recently, she stepped into her second role as VP of Customer Success at Karbon, ??a collaborative work management tool for accounting firms.

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The 6 Most Outdated Myths About Outsourced Customer Service

Vcaretec

We’re about to break down the six biggest myths in outsourced customer service for you. These are myths that have been propagated for decades - you’ve likely heard many of them before - and they apply to all industries, from Retail & Ecommerce, to Wireless & Telecommunications, to Health Care. But first, let’s take a moment to talk about you, the customer experience executive.

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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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ITAM Forum Leadership Summit in London: Highlights & challenges of the ITAM community

Unymira

On May 17, in the heart of London, we attended the first ITAM Forum Leadership Summit in Leicester Square, led by founder and analyst Martin Thompson. The focus of this meeting was the developments and challenges that ITAM managers are facing and how they can best meet them.

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Vcare Clients See Wild Success During 2015 Holidays

Vcaretec

For some online retailers, the holiday season can make up 40% of their annual revenue. Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by a whopping 10x!

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Keeping Customers Cool: The Value of Live Receptionists for HVAC Companies

Abby Connect

The arrival of summertime brings lots of outdoor fun, but your customers’ seasonal well-being depends on finding cool relief when they step indoors. If their air conditioning stops working, people’s unhappiness will rise right along with the temperature. They need to be able to reach you immediately for a solution, but they also need to… The post Keeping Customers Cool: The Value of Live Receptionists for HVAC Companies appeared first on Abby Connect.

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Measuring Customer Loyalty Through Data

Vcaretec

Regardless of industry, Customer Satisfaction is one of the most important elements of a successful business, whether you’re a major retailer, wireless carrier, healthcare provider, or any in nearly any other vertical. A staggering 91% of unhappy customers will never purchase from you again. Numbers like that make it difficult to grow revenue without keeping a keen eye on your customer satisfaction key performance indicators (KPIs).

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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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The Roles and Responsibilities of a Customer Trainer (and 7 Essential Hiring Tips)

SmartKarrot

Customer success involves a variety of professionals who focus on delivering the best for customers. Customer trainers educate customer success managers and customer service representatives. If you want to be a customer trainer, you must know the roles, responsibilities, and duties. Who is a Customer Trainer? A customer trainer is one who focuses on mentoring and training customer success professionals.

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Pros and Cons of Customer Care Onshoring, Offshoring, and Nearshoring

Vcaretec

There are a lot of outdated myths out there about outsourced customer care, and we’ve dispelled the biggest ones recently on the Vcare blog. Outside of the common misconceptions, though, we often get questions from clients and customer experience executives about the Pros and Cons of their outsourcing options. In this article, we want to break down customer service onshoring, offshoring, and nearshoring, giving you the full picture of risks and rewards associated with each model.

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Tips to crack Customer Success Interview

CustomerSuccessBox

With Subscription-based models everywhere, the need for customer success strategy in the organization is rising too! Companies know subscription isn’t going to sustain longer without a customer success strategy in place. Now, do you see why there is a steep rise in demand for customer success managers in the firm? It shall continue to flourish more in the coming decade.

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Vcare Supports Retailers Through Their Most Successful Holiday Season

Vcaretec

For some online retailers, the holiday season can make up 40% of their annual revenue. Naturally, a large portion of sales are concentrated on spending holidays like Black Friday, Cyber Monday, and Green Tuesday. On aggregate, Vcare retailers saw their best holiday season ever, thanks in part to the world-class service and support their customers received.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Jun 06 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates. Enable and coach an excellent team of customer success rockstars to be successful and effective at scale and help them to grow and develop on an individual, professional leve

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23 Customer Care Best Practices From Retail Leaders

Vcaretec

For online retailers, customer service can be a huge differentiator, and a secret weapon for customer advocacy. Customer expectations today are higher than ever , and the customer support training, resources, and investment required of today’s leading retailers can make the challenge of creating amazing customer care experiences seem insurmountable.

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Customer Experience—the Most Common Phrase in IDC MarketScape Cloud CCM 2022

Quadient

Customer Experience—the Most Common Phrase in IDC MarketScape Cloud CCM 2022. Marissa Feigen. Mon, 06/06/2022 - 14:00. Following Tami May’s initial blog about the IDC MarkeScape for Cloud CCM , I took a close look at the report to form a CX perspective. What immediately caught my attention is the fact that the report uses the phrase, “customer experience” 48 times, with 22 occurrences in the Vendor Summary Profiles.

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What's The ROI Of A Customer Care Team?

Vcaretec

There are many facets to any successful call center, either in-house or outsourced. All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center. When measuring the investment of taking a firm’s call center in-house (insourcing), of course you will include direct employee costs, such as salary, but you should also be including other overheads, such as rental costs, utilities, employee

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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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(v)WeCare Expert Roundtable: Retail Trends

Vcaretec

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry. We asked the hard hitting questions: Is customer support seen as a cost center?

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Boost NPS & CSAT Through Customer Mirroring

Vcaretec

We’ve been talking about Customer Mirroring? with our clients for years. We pioneered the process. It’s a key ingredient in our secret sauce and has helped us receive industry-leading scores for NPS and Customer Satisfaction. What Is Customer Mirroring? First, let’s start with a definition. Customer Mirroring is a process of identifying, hiring, and training customer service specialists.

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The Vcare Big List of Customer Care Conferences

Vcaretec

It’s that time of year again - time to map out your budget for industry conferences and events. Conferences have huge value for brands looking to learn, network, and even find their next strategic partner. We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Generally speaking, there are two main aspects to each event.