Fri.Apr 09, 2021

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How collaboration tools are delivering contact centre benefits

Enghouse Interactive

The last twelve months have seen a major acceleration in the use of collaboration and communication tools across businesses thanks to the pandemic and the rise of home working. These tools enable employees to work together seamlessly and access the information they need to do their jobs, wherever they are based. At a time of increased focus on customer service, collaboration tools have delivered enormous benefits for the contact centre.

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Discover the Actual Number of People You Can Effectively Manage

Beyond Philosophy

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. However, the reason not much happens with these accounts could be influenced by the biological amount of bandwidth you have for maintaining relationships.

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Guest Post: Customer Service Telephone Skills – Master Your Art of Conversation with Clients

ShepHyken

This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. He writes about skills everyone should have to communicate effectively with clients. Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company?

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Global Concentrix staff win big in 2021 Q1 Comparably Awards

Concentrix

Comparably recognizes Concentrix & its teams for Positive Outlook, Global Culture, HR, & more in 2021 Q1 Awards. The post Global Concentrix staff win big in 2021 Q1 Comparably Awards appeared first on Concentrix.

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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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Facebook Breach Means More Munitions for Fraudster ATO attempts

pindrop

500 million Facebook users’ personal information including phone numbers has been scrapped from Facebook website and published to the dark web.¹ Back in January, a user of a low-level cybercriminal forum was discovered selling access to a database of phone numbers belonging to Facebook users, and conveniently letting customers look up those numbers by using an automated Telegram bot.² Alon Gal, the chief technology officer of the cybercrime intelligence firm Hudson Rock , discovered the trough

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Click To Call and Receive Phone Calls on Chrome Browser

JustCall

Want to make and receive more sales and service calls without having to pick up your phone? The all-new JustCall's Click to Call makes it easily possible for you! Let's quickly see how. Click To Call Google Chrome Extension. The New Click To Call Chrome Extension. Initially, the JustCall Chrome Extension allowed users to make calls directly from the website of their potential customers.

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10 SEO tips for small business startups

AnswerConnect

Starting a small business is a huge venture, with website building/SEO being a #1 variable. The post 10 SEO tips for small business startups appeared first on AnswerConnect Blog.

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Super Bowl LV Was A Happy Event But It Achieved Miserably Low TV Ratings. Understanding Emotions Can Help The Event Push On.

Maru Group

By Audra Priluck, Vice President, Business Development, Media & Entertainment | April 9, 2021. The NFL Super Bowl is a unique event. It stands head and shoulders above all other sporting cultural events in America in terms of popularity, our research has revealed. But the recent Super Bowl LV was an odd affair. The stands were filled with 30,000 cut-outs of people, mixed in with 25,000 actual fans.

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Improve Your Company’s Online Visibility With These Helpful Steps

CSM Magazine

Having a beautiful website is certainly a plus in terms of digital marketing. But if no one knows it exists or you’re not taking the right steps to increase your online visibility, then it will remain hidden away and prospective clients won’t be able to find you. Understanding digital marketing and improving your knowledge is a great place to start, click here for digital marketing guides.

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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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3 Things Your Call Center Software Needs to Stay Current

TCN

Many things make a call center successful and manageable. Here at TCN, our cloud-based software. The post 3 Things Your Call Center Software Needs to Stay Current appeared first on TCN.

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Did you know great CX is the ultimate driver for player retention?

5CA

The gaming revolution is underway. But with so many new games, streaming services, and opportunities out there, how can you retain your players? Well, your secret ingredient is great CX.

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What is a Ticketing System in Customer Service?

CSM Magazine

If you work in customer service, from time to time your customers will have problems and complaints. Responding in an efficient and timely manner is key to customer satisfaction. If your business has good customer service, you are much more likely to get new customers, you’re more likely to retain old customers, and they’re more likely to spend money.

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Why great CX is the ultimate driver for player retention

5CA

The post Why great CX is the ultimate driver for player retention appeared first on 5CA.

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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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Change Management in Customer Success

SmartKarrot

Change management is influencing people to do things in a changed or different manner. Change management in customer success is based on behaviour change. It means teaching people to do things in a better manner. The way to do that is by recognising people on the cusp of change a, helping them, guiding them, and understanding the outcomes. Change is disruptive for anyone.

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Episode 3: Prescribe, don’t diagnose | The four “D’s” of better B2C sales performance

Tethr

This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to episode three in our five-part learning series! In this series, we’re unpacking some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. Today, we’re here to talk about the second key behavior discovered in our study: How high performers drive the purchase decision through prescription, as opposed to diagnosis. .

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April 09 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Columbia, MD, US Organization: Authority Brands As a Director of Customer Success, you will measure and manage customer success, engagement, and support. Primary contact between 10 brand leaders and the GPO (Group Purchasing Organization). Works with the Sourcing team to provide preferred vendor deals for everything a franchisee might need.

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Episode 3: Prescribe, don’t diagnose | The four “D’s” of better B2C sales performance

Tethr

This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to episode three in our five-part learning series! In this series, we’re unpacking some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. Today, we’re here to talk about the second key behavior discovered in our study: How high performers drive purchase decisions through prescription, as opposed to diagnosis.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Live Chat Benchmark Data & Best Practices for Financial Services & Banking

Comm100

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. With these retail-based, transactional services now setting the bar for customer experience, financial institutions are no longer just competing with others

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Episode 3: Prescribe, don’t diagnose | The four “D’s” of better B2C sales performance

Tethr

This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to episode three in our five-part learning series! In this series, we’re unpacking some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. Today, we’re here to talk about the second key behavior discovered in our study: How high performers drive purchase decisions through prescription, as opposed to diagnosis.

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Choosing a Customer Retention Software? 5 Points To Consider

CustomerSuccessBox

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. One of the biggest pitfalls of most founders of B2B SaaS is the thought of having a great product or service that is good enough to retain customers. The bitter truth is that it’s not completely true.