Wed.Aug 04, 2021

Would You Rather Go to the Dentist or Call Customer Support??

Shep Hyken

Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support.

Contact Center Pipeline Magazine: Inside Our August 2021 Issue

Contact Center Pipeline

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.

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We used our own product for Sales Conversation Analytics

Callminer

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

Introducing the New Guru Community

Guru

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.

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Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Process, Not Technology | Steve Bederman on the CX Experience Podcast

NobelBiz

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.

More Trending

8 Ways to Make Your Customer Service Experience Unique

Expivia

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.

In-House Call Center: 5 Reasons to Outsource Your Customer Service

Advantage Communications

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. Contact Center

A customer journey map template and advice for today’s digital-first CX

NICE inContact

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. Customer Experience AI

Would You Rather Go to the Dentist or Call Customer Support??

Shep Hyken

Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Agent Engagement: Why it Matters and 6 Ways to Nurture it

Playvox

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.

A Guide to Hybrid Workforce Technology for the Future of Work

Hodusoft

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.

Ensure your global contact numbers are working with Spearline

Spearline

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.

[CX Tribe] 10 August 2021 – CX Innovation is Hard! (But There is A solution)

Genroe

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.

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Merchants collaborates with Social Coding to colour outside the lines

Merchants

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”.

Reframe your Perspective of Customer Growth and Success — In an interview with Helena Young, VP of Customer Success at League Inc.

Strikedeck

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.

How Businesses Can Use Instagram for Customer Service

CSM Magazine

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?

Protected: Humanizing Sustainability

C Space

Password Protected. To view this protected post, enter the password below: Password: Submit. Communications & Messaging Customer Experience Customer Strategy Product & Service Development

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Uncovering the Reasons for Customer Churn: An Interview with Anita Toth, Chief Churn Crusher at The Churn Crusher System

Education Services Group

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?

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Unifying the Customer Experience: The Key to Customer Service Success in Banking

CSM Magazine

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.

What is First Call Resolution?

Babelforce

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 In the omnichannel world you might prefer “First Contact Resolution”.).

How Media Brands Can Keep Viewers ‘On Track’ During the Olympics and Beyond

CSM Magazine

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!).

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Omni Channel Success, with Steve Bederman from NobelBiz | Scalable Call Center Sales Podcast

NobelBiz

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®.

Why You Should Use an Omnichannel Call Center in 2021

Calltools

A growing number of consumers want to communicate with businesses through text messages, social media, email, and other digital options.

3 Projects to Refresh your Customer Service Strategy and Relieve Stress

SharpenCX

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.

VOC + Messaging = The Perfect Match

Concentrix

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. Thought Leadership Resources

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Never Lose A Call, Never Lose A Customer!!

Blueship Call Center

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. Benefits of Outsourcing Call Center Services in India.

5 common data migration challenges and how to fix them?

Knowmax

5 common data migration challenges and how to fix them? Customer Experience Knowledge Base customer service content knowledge migration

Loyalty Loop – What It Means, Why It Matters, and More

SmartKarrot

The pivotal goal of any brand is to capture their prospects, convert them into a customer and ultimately into a brand advocate. The customer today has no dearth of options to choose from.

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