ShepHyken
SEPTEMBER 22, 2021
Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out. (Shameless plug: Get it today!) . It’s always been my philosophy that customer service is not a department.
Contact Center Pipeline
SEPTEMBER 22, 2021
As we all reflect on the changes, stresses and effects on mental health, corporate culture and employee engagement, we realize that the future of the workplace will require a focus and commitment to the mental health of our team members while creating a culture supported by emotionally intelligent leaders. In Part 1 of this series, […].
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SharpenCX
SEPTEMBER 22, 2021
Since 2007, Airbnb’s grown to serve 4 million hosts who’ve welcomed more than 900 million guests into their homes. The company’s completely transformed the hospitality industry. They changed how people travel and enjoy time away from home. And, they’ve given other companies the best example of what a good customer experience looks like.
ChurnZero
SEPTEMBER 22, 2021
This is a guest blog post by Anita Toth, Chief Churn Crusher. 9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. Let’s face it. Difficult customer conversations are hard. It doesn’t matter whether you’re a brand new CSM or a CSM with a lot of experience or a CS Leader, having difficult conversations with customers is hard. But they’re a necessary part of helping to serve your customers–whether the difficult conversation is because your company made a mistake or bec
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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.
Guru
SEPTEMBER 22, 2021
The internet, the shifting labor market, and, hopefully, common sense will tell you that for knowledge workers, hybrid work isn’t just a trend (it’s merely writing blogs about hybrid work that’s trendy).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cyara
SEPTEMBER 22, 2021
Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated.
Help Scout
SEPTEMBER 22, 2021
This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Your work matters. You matter. Delivering high-quality online customer service day after day is skilled, challenging work. Sometimes people think of support as an “entry level” role, something to be moved through or skipped over, but you know how wrong they are.
Voiptime
SEPTEMBER 22, 2021
Every cold call is going to be a lot more effective if you know exactly what you want to achieve with this interaction and prepare for each call in advance. In this guide, we’ll show you how something as simple as a script can help you maximize the efficiency of your campaigns. Keep reading to find actionable tips on how to write cold calling scripts and get inspired by some script samples crafted by Voiptime sales experts.
aircall
SEPTEMBER 22, 2021
You’ve done everything you can to make your customers happy. Your customer service team has been answering calls day in and day out, helping each customer in the best way they know how. But are your customer service strategies working? One key way to find out is to listen to customer feedback. Doing so will help your company focus on the end customer, drive customer satisfaction and customer success, and build a loyal customer base.
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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
ClientSuccess
SEPTEMBER 22, 2021
Often, a customer’s life in a SaaS vendor organization can start to seem like a series of checkpoints, each leading to the next step in the project. These checkpoints can be in-person meetings, quarterly reviews, weekly calls, or however else your team checks in with customers. While having great, well-planned, and well-executed customer check-ins is crucial for any successful customer success strategy, it’s only the first part.
Vcaretec
SEPTEMBER 22, 2021
IVR systems, or Interactive Voice Response, were designed to maximize the time agents spend on the phone with customers. The idea is that preliminary information is collected via a voice response system, so that by the time an agent gets on the line, they have some context pre-loaded into their system from the answers the caller gave to the IVR. For example, if you are calling a bank, you may be greeted by an IVR.
Acquire BPO
SEPTEMBER 22, 2021
Acquire BPO is delighted to announce the new appointment of Kris Moore as Senior Director – Client Services, based in our Dallas office. Kris will head our US Client Services team. “It’s my pleasure to welcome Kris to our senior US-based leadership team. She brings a wealth of experience which will help us continue to evolve the service offering to existing clients and also assist as we continue to develop new partnerships,” says John Garforth, VP of Client Services.
JivoChat
SEPTEMBER 22, 2021
Are you an entrepreneur wondering how to start an ecommerce business? The ecommerce industry is a growing market and the prospects for the next years are optimistic, it tends to expand even more. You don’t want to get behind it, right? Creating an ecommerce business from scratch is simpler than it may seem, you will find several tools to help you navigate through the online world of business, and understand how you can profit.
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.
LiveVox
SEPTEMBER 22, 2021
AI: Artificial Intelligence. We’ve all heard the term, and most of us use AI on a daily basis. Does your phone use face recognition technology to unlock its screen? Have you ever deposited a check through your mobile banking app? The social media platform you use is also considered AI. Have you noticed how new […]. The post AI in the Contact Center: How the Agent Wins appeared first on Livevox.
CSM Magazine
SEPTEMBER 22, 2021
Whether you are self-employed or you work for someone else, nothing is more exciting than receiving that paycheck at the end of the week, month, or two weeks. If you run a small business with several employees, preparing payslips is probably part of your payroll routine even if you have a dedicated team that handles wages and other HR issues. Also known as paystubs, salary statements, or paycheck stubs, payslips are incredibly essential to business organizations and employed individuals.
Spearline
SEPTEMBER 22, 2021
Welcome Lithuania and Singapore to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers’ call experience with your organization. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. Lithuania mobile You can now test your numbers with the two largest mobile operators in Lithuania – Telia and Tele2.
Babelforce
SEPTEMBER 22, 2021
A cloud contact center is a customer service operation that uses diverse software solutions to manage customer interactions. This is the main alternative to physical legacy systems which previous generations of contact centers had to purchase and maintain. Modern software solutions are typically hosted in the cloud, deployed across a network of virtual and physical servers.
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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.
Uniphore
SEPTEMBER 22, 2021
Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. AI-powered interaction analytics gives you real-time insights to guide your agents and optimize the conversation as well as post-interaction analytics to inform customer experience decisions and strategies, automate and improve compliance and quality control, and improve agent performance.
TASKE Technology
SEPTEMBER 22, 2021
TASKE software may be purchased either as a Subscription License or as a Perpetual License. What is a perpetual license? Traditionally, TASKE software is purchased using a perpetual license. This software license is paid for upfront and licensed based on the number of agents you need to monitor and TASKE features you want to use. The software is installed on a physical machine or a virtual machine.
Knowmax
SEPTEMBER 22, 2021
7 Omnichannel best practices for enterprises in 2021.
Comm100
SEPTEMBER 22, 2021
As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation. That included getting to the bottom of what digital transformation really is, and how it has transformed customer service for both the customer and the business. .
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
SEPTEMBER 22, 2021
With the advent of online shopping, customers can now buy anything they want from anywhere at any time. As a result, brands and retailers have to be increasingly aware of reaching consumers through different channels. This calls for a new approach to doing business, one that considers online shopping and brick-and-mortar stores. With omnichannel eCommerce, you have access to two channels that can bring your customers together.
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