ShepHyken

OCTOBER 27, 2021

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.

Scripts 362

Scripts Customer Service Customer Support Customer Experience 362

Contact Center Pipeline

OCTOBER 27, 2021

Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation X employees, for that matter) are leaving anytime soon. In fact, older employees—even some from the silent generation—are tenaciously hanging on to their place in the workforce. And that’s a really […].

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TechSee

OCTOBER 27, 2021

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. But not all voice-based calls are considered equal. The quality of an agent-customer interaction is impacted by the customer’s ability to describe the problem accurately, the agent’s skill level in diagnosing the issue, and individual

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Customer Support Technical Support Contact Center Call Center 109

SharpenCX

OCTOBER 27, 2021

Centricity is a new home warranty provider and leader in insurance services that’s been a customer of ours since 2018. And over the last few years, we’ve watched the team over at Centricity completely transform the way they work. Contact center leaders turned to customer and agent analytics to catapult performance to new heights. And, they’ve significantly improved their customer experience and satisfaction along the way. >> Learn More: How Centricity improved CSAT by 15% and reduced callbacks b

Analytics 128

Analytics Coaching Contact Center Metrics 128

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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.

Help Scout

OCTOBER 27, 2021

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween.

Customer Service 104

Customer Service 104

Voiptime

OCTOBER 27, 2021

Customer complaints are one of the hottest topics these days. All managers over the world look for effective strategies and blueprints on how to handle customer complaints and related issues. Interestingly, even if you are the best company on the market, there is always a chance to achieve a bundle of customer complaints.

Marketing 98

Marketing Management 98

Totango

OCTOBER 27, 2021

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

Metrics 90

Metrics Enterprise Personalization Management 90

AnswerConnect

OCTOBER 27, 2021

Every tree Matters and Tree Canada is helping us at AnswerConnect to better improve our Planet by reforesting and afforesting Canada. The post Reforesting The Country With Tree Canada: AnswerConnect’s October Tree-Planting Partner appeared first on AnswerConnect Blog.

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Nuance

OCTOBER 27, 2021

When Courtney joined Nuance almost four and a half years ago, she immediately joined the Women in Nuance (WIN) Network to meet people, learn about topics related to women in and out of the workplace, and participate in something she cared about deeply. After that, when our Multicultural Association for Diversity Empowerment (MADE) Network launched, Courtney eagerly [.

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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.

Customer Experience

Enghouse Interactive

OCTOBER 27, 2021

Your Biggest Contact Center Challenge? Figuring Out What Customers Are Telling You. From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Totango

OCTOBER 27, 2021

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

Metrics 71

Metrics Enterprise Personalization Management 71

SmartAction

OCTOBER 27, 2021

As humans in a modern world surrounded by technological advancements, we have our fair share of frustrations. When it comes to conversing with artificial intelligence, we tend to mold our replies in a way that allows a voice bot or chatbot the ability to interpret what we mean while sacrificing the way we would typically speak. Instead of saying, “Tuesday doesn’t work for me.

Self service 72

Self service Virtual Agent Chatbots Technology 72

Totango

OCTOBER 27, 2021

What’s scarier than a ghost roaming around your attic? Being ghosted by a client – especially one that you’ve put a lot of time and effort into nurturing. There are a number of reasons why a customer may ghost you. They could simply be in the midst of a really busy period or they could have decided they just don’t like or need your product anymore. Whatever the reason, being ghosted hurts.

Metrics 62

Metrics Enterprise Personalization Management 62

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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.

Self service

Teresa Allen

OCTOBER 27, 2021

Clear Communication If anything has intensified during COVID it is the amount of communication that is needed to keep customers abreast of continually changing business practices, policies, product availability etc etc etc! When a communication is given to customers it must be in their channel of choice, and spelled out in clear terms so that no confusion arises.

Customer Service 62

Customer Service 62

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In a world where customers have more options available to them — and more ways to vent frustrations publicly — you can’t afford to drop the ball on excellent customer service. Last week was National Customer Service Week , an annual — and now global — event devoted to celebrating the people who make customer service happen.

Customer Service 69

Customer Service Coaching Banking First call resolution 69

Nuance

OCTOBER 27, 2021

When Courtney joined Nuance almost four and a half years ago, she immediately joined the Women in Nuance (WIN) Network to meet people, learn about topics related to women in and out of the workplace, and participate in something she cared about deeply. After that, when our Multicultural Association for Diversity Empowerment (MADE) Network launched, Courtney eagerly [.

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Quadient

OCTOBER 27, 2021

Qu’est-ce que l’orchestration du parcours client ? Les concepts clés à connaître. Ludovic Georges. Wed, 10/27/2021 - 13:41. De nos jours, les clients s’attendent à ce que chacune de leurs expériences avec une marque ou un fournisseur soit rapide, simple et pratique. Les clients sont en quête d’expériences personnalisées, cohérentes, pertinentes, rapides, sans écueil et transparentes, quels que soient les points d’interaction. .

Technology 52

Technology 52

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!

Feedback

TCN

OCTOBER 27, 2021

WHATThe Association of Credit and Collections Professionals (ACA) International 2021 Fall Forum is a Chicago-based. The post TCN Sponsoring Women’s Workshop at 2021 Association of Credit and Collections Professionals (ACA) International Fall Forum appeared first on TCN.

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Quadient

OCTOBER 27, 2021

Que signifie CCM ? Un cours accéléré pour les débutants. Ludovic Georges. Wed, 10/27/2021 - 14:33. Nous savons tous que pour les entreprises, une bataille acharnée entre les acteurs se situe au niveau de l’expérience client. Les clients d’aujourd’hui veulent des communications pertinentes et personnalisées, disponibles à la demande et accessibles via le canal de leur choix. .

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B2C Construction B2B CRM 52

delighted

OCTOBER 27, 2021

The tighter the job market gets , the more important it becomes to have a solid candidate recruiting experience and feedback-driven system for employee retention. To support your company in that goal, today we’re excited to announce 3 new HR/recruiting platform integrations that automate employee feedback collection throughout the entire employee lifecycle: Greenhouse, Zoho Recruit, and BambooHR.

Feedback 52

Feedback Surveys Employee engagement Marketing 52

Playvox

OCTOBER 27, 2021

If your contact center isn’t currently focusing on cross-selling and upselling, you’re missing a great opportunity to strengthen customer relationships and increase revenue. Our original contact center research revealed that 28 percent of contact centers generate 11 to 20 percent of their revenue from cross-selling and upselling. Yet, increasing revenue isn’t the most cited reason for having a cross-sell/upsell program. .

Upselling 52

Upselling Contact Center Best practices Sales 52

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.

Contact Center

LiveVox

OCTOBER 27, 2021

Businesses can use mobile text alerts to stay in touch with prospects, grow their sales, alert subscribers to special events, remind customers to pay their bills, and more. Unlike other marketing channels, messages sent via SMS are almost always opened by the recipient, making them a highly effective way to get your message across. Here, […]. The post Your Guide to SMS & Push Notifications appeared first on Livevox.

Sales 52

Sales Marketing 52

Calltools

OCTOBER 27, 2021

To be successful, an outbound contact center agent needs multiple tools, including good training, excellent call lists and advanced dialing software. The dialer is perhaps the most important tool for your agents, so you need to provide the right one for their needs. You can choose from preview, power and predictive dialers, and each is suited to fit specific campaigns.

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Contact Center Real estate Morale Healthcare 52

Babelforce

OCTOBER 27, 2021

Every business leader needs good data to inform their decision making. They need to know how well their products work, how effective their teams are, and how customers really feel about them. This means that a business’s call center must be equipped to collect information, to analyze it, and to determine actions that can enhance customer experiences.

Call Center 52

Call Center Analytics Self service Feedback 52

inSided

OCTOBER 27, 2021

Today's inSi-DED story teaches you a lesson in networking. Kind of. TLDR Networking isn’t always a good thing. Especially when two customers are paying very different prices for your product. ?? If you still want to submit your own CS or community horror story, do so here. (And just like this contributor, you can choose to be completely anonymous!).

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Advertiser: ZoomInfo

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

Technology

Enghouse Interactive

OCTOBER 27, 2021

contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

SmartKarrot

OCTOBER 27, 2021

Role: VP, Customer Success Location: Remote, Sunnyvale, CA, US Organization: Clari As a VP of Customer Success, you will lead all aspects of the Customer Success organization which includes driving strategic adoption, ensuring a remarkable customer experience, and optimizing ongoing engagement with Clari. Attract, hire, and empower a world-class team that can manage large, complex customer installations, and provide advisory services on revenue operations and intelligence.

Accountability 19

Accountability Feedback Consulting Consulting 19

Tethr

OCTOBER 27, 2021

We talk a lot about the customer experience. Make it easy, make it effortless, make it such a strong delivery on your brand promise that it circles all the way around to delight again, and so on. “Improve your customer service”, you may have read on our website in several places —what can we say, we’re passionate about it—in order to change your customer experience for the better!

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Customer Experience Customer Service Construction Metrics 97