It’s a safe bet that your company’s global contact numbers are operational, and why shouldn’t they be? Companies all across the world think that their worldwide contact lines are always functioning and that there is never a problem. They should be, by right; after all, you’re paying for them, so why should there be any doubt? MORE
ShepHyken
AUGUST 4, 2021
Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . OUCH! It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.
Callminer
AUGUST 4, 2021
The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.
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ShepHyken
AUGUST 4, 2021
Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . OUCH! It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.
Contact Center Pipeline
AUGUST 4, 2021
Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again. Please check […].
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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
Guru
AUGUST 4, 2021
One of our core values at Guru is to seek and share knowledge. This rings true for everything we do—and build—at Guru, and it rings true for Guru admins and authors who work to build out a central knowledge source at their companies. As our user base grew and more and more customers asked us to connect with each other, talk through strategic approaches, and share Card examples, we realized it was time for a new era of Guru knowledge sharing: the Guru Community.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
AUGUST 4, 2021
In this episode of the CX Experience Podcast, Frank Wassenbergh speaks with NobelBiz President Steve Bederman about the contact center industry processes as a whole and NOT the state of technology. This is an enjoyable episode to listen to if you are looking for a new way to understand how you as a contact center manager should be sold to. The post Process, Not Technology | Steve Bederman on the CX Experience Podcast appeared first on NobelBiz®.
Advantage Communications
AUGUST 4, 2021
Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth.
Hodusoft
AUGUST 4, 2021
A Guide to Hybrid Workforce Technology for the Future of Work. For most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. As things change in the post-vaccinated world, business leaders need to find a way of adapting to the ‘new normal. A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward.
Spearline
AUGUST 4, 2021
It’s a safe bet that your company’s global contact numbers are operational, and why shouldn’t they be? Companies all across the world think that their worldwide contact lines are always functioning and that there is never a problem. They should be, by right; after all, you’re paying for them, so why should there be any doubt?
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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.
LiveVox
AUGUST 4, 2021
Automation helps to eliminate inconsistencies and streamline processes. It standardizes the execution of tasks in your organization. Automation can also help you draw correlations between different sets of data for insight into how you can improve your processes. Automation helps lenders reduce processing costs, the likelihood of human error and improve the overall experience.
Playvox
AUGUST 4, 2021
I n a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.
Expivia
AUGUST 4, 2021
Optimizing the customer service experience is a crucial task in a call center environment. The success of your contact center depends on it. Simply being polite isn’t enough anymore. Your call center needs to focus on being unique. Providing an exciting, engaging, and one-of-a-kind customer service experience is what your call center needs to stay ahead of the game.
SharpenCX
AUGUST 4, 2021
When businesses focus on improving their customer experience and service strategy, they can see up to an 80% increase in revenue. . As a customer service manager, you know how critical it is to deliver the best customer experience. But, over time, your once-polished customer service strategy grows stale. With each new hire, onboarding practices languish and internal processes shift around.
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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
NICE inContact
AUGUST 4, 2021
Download this customer journey map template and advice from Experience Investigators and start mapping your agent and customer journeys today, to get one step closer to delivering extraordinary CX for today’s digital-first reality.
Concentrix
AUGUST 4, 2021
Concentrix has combined messaging conversations and surveys to help capture and act on customer signals in real-time. The post VOC + Messaging = The Perfect Match appeared first on Concentrix.
Genroe
AUGUST 4, 2021
CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an […].
Merchants
AUGUST 4, 2021
Deloitte’s 2021 Global Marketing Trends Report highlighted partnership marketing as one of the year's fastest growing marketing trends and spoke to how organizations operating in the modern business environment “have an opportunity to completely reimagine partnership strategies”. The post Merchants collaborates with Social Coding to colour outside the lines appeared first on Business Process Outsourcing Services | Merchants CX SA.
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.
Strikedeck
AUGUST 4, 2021
Helena Young, VP of Customer Success at League Inc, discusses the difference between customer success (CS) versus account management (AM) in an interview with Vincent Manlapaz. Also, how CS helps businesses reframe their perspective on achieving customer growth and success. The post Reframe your Perspective of Customer Growth and Success — In an interview with Helena Young, VP of Customer Success at League Inc. first appeared on Strikedeck | Customer Success Platform.
CSM Magazine
AUGUST 4, 2021
Does your business make use of Instagram for marketing purposes? Do you want to know if Instagram can help your business out in any other way, such as customer service? Instagram is a social media platform that has only been growing in popularity since its launch over a decade ago, especially for businesses, with the many services available, such as Growthsilo, an Instagram growth service , which many businesses are using to get followers.
Education Services Group
AUGUST 4, 2021
Churn. Nobody likes it. Everybody hates it. It might as well go eat worms. But addressing churn is an essential part of the work of every company with a subscription-based business model. You can’t avoid it. So, what can you do? You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result.
CSM Magazine
AUGUST 4, 2021
It’s no secret that the global pandemic accelerated digital transformation in almost every industry—and banking was no exception. Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service. As branches shut down due to COVID-19 regulations, customers turned to digital channels to conduct their business.
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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.
Babelforce
AUGUST 4, 2021
First Call Resolution* (FCR) is a metric which measures the percentage of customers who had to call repeatedly to get a resolution for their issue. (*In the omnichannel world you might prefer “First Contact Resolution”.). You can measure FCR like this: A low FCR rate is usually seen as a bad thing! If customers can’t get the right outcome in a single call, they’re likely to have a negative view of your business.
CSM Magazine
AUGUST 4, 2021
Inge De Bleecker, Vice President of CX at Applause reveals three ways brands can provide seamless and unforgettable user experiences across all platforms and devices. The 2020 Olympics are finally here (and a year behind schedule at that!). This and other global sporting events, such as Wimbledon and the recent European Championships have brought into sharp focus the need for media brands to evaluate their digital experiences.
NobelBiz
AUGUST 4, 2021
Steve is joining the Call Center Chronicles Podcast to talk about technology as a byproduct, women and technology in leadership roles and tech for the people. The post Omni Channel Success, with Steve Bederman from NobelBiz | Scalable Call Center Sales Podcast appeared first on NobelBiz®.
Calltools
AUGUST 4, 2021
A growing number of consumers want to communicate with businesses through text messages, social media, email, and other digital options. While the majority still prefer using their phones to talk to a human customer service representative, enough people use digital channels that brands can’t rely on phones anymore. Omnichannel call centers avoid this issue and provide more comprehensive services by connecting to a broad range of communication formats.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
Blueship Call Center
AUGUST 4, 2021
In today’s modern era, the market is flourishing day by day and to remain competitive, it is essential to offer quality services to the customers. Call center service providers in India know the importance of customer satisfaction, which is why they offer: 24X7-Business Service Enhanced Productivity Availability of Infrastructure and Expertise.
C Space
AUGUST 4, 2021
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Knowmax
AUGUST 4, 2021
5 common data migration challenges and how to fix them?
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