Mon.Mar 01, 2021

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Call Center Outsourcing vs. Insourcing Price Comparison

CustomerServ

Companies today are finding it increasingly challenging to cut costs without sacrificing quality and customer experience. It is no surprise that “cost-centers,” such as in-house call center operations, often come under scrutiny when corporations look for ways to reduce expenses and improve efficiencies.

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5 Top Customer Service Articles For the Week of March 1, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. (Gartner) I will share three significant ways organizations may seed the eventual downfall of their CX programs in their early days.

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Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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5 Technologies that help your Customer Service Team drive more Sales

TechSee

“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.

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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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COVID one year later: How retail sectors have adapted to new realities

TELUS International

COVID-19 fundamentally changed the retail industry. Discover how some retailers embraced tech and digital solutions to reimagine the customer experience.

More Trending

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AI to Replace Call Center Agents? Think Again!

TeleDirect

Robots are taking over everything, right? Manufacturing automation. Fast food restaurants. Even call centers. Much like factory workers and burger flippers, call center agents will soon be tossed into the ash-heap of history. Not so fast. While it certainly has its place in contact center platforms, artificial intelligence (AI) still has a few downsides.

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Homebased telemarketing services is a win-win for everyone

Quality Contact Solutions

By Michelle Tredway, Operations Manager. When I first started working in the telemarketing services industry, I got up every morning, drove 20 miles to an office, and made $5 an hour. My teammates were very competitive, and we enjoyed being in the same room listening to each other’s presentations and trying to outsell each other. I’m a competitive person and have always thrived in competitive situations.

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Importance of Customer Service for Your Call Center

TeleDirect

Everything your call center does – field calls , make appointments , outbound communication , you name it – is directly tied to one overreaching metric: customer service. Take care of your clients, and everything else just falls into place. In fact, a contact center is the perfect vehicle for an effective customer feedback loop. It’s always gathering information, and if you provide the right information and services at the right time, customer satisfaction improves!

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All You Need to Know About SalesForce Integration with Contact Center Software

Hodusoft

Over a period of time, contact centers have evolved drastically. Customer satisfaction has become a key priority for businesses. They are making all the possible efforts to augment the customer experience so that they can build a loyal customer base and enhance their business growth. Contact centers play an important role in defining the kind of service experience that a business provides to its customers.

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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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What Are The Benefits of Choosing Cloud Contact Center Solutions?

NobelBiz

Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance. The post What Are The Benefits of Choosing Cloud Contact Center Solutions? appeared first on NobelBiz®.

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How AI in the Contact Center Actually Works

LiveVox

AI in the contact center is not a new concept, but it has often been viewed with trepidation by agents as something that is coming to replace them entirely. While AI is an incredible and rapidly evolving technology an agent-less future is nowhere near on the horizon just yet. How AI in the Contact Center […]. The post How AI in the Contact Center Actually Works appeared first on Livevox.

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3 tips on how to streamline your customer service to improve customer experience

Talkdesk

Deliver Exceptional Support on Any Channel Talkdesk offers comprehensive contact center functionality for the Salesforce experience. With the industry’s deepest integration, you can deliver a personalized engagement on any channel any time, anywhere. Get your customers to the right agent with intelligent routing and reduce manual entry effort with industry-leading automations.

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How business process outsourcing can solve the challenges your business is wrestling with

NICE inContact

NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE inContact CXone for call center outsourcing.

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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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12 Customer Service Skills to Enhance the Customer Experience

aircall

Why are customer service skills important? Before asking yourself that, you should perhaps ask: what plays the most significant role in your customer’s experience? Humans do. . Despite the many technological advancements in customer service—like the development of chatbots and self-servicing tools—86% of consumers would still rather interact with a real person over a robot.

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CCM Trend: 'Digital First' Customer Experience

Topdown

In 2020, the COVID-19 pandemic accelerated many companies’ digital transformation initiatives. Whether it was healthcare providers prioritizing the evolution of telehealth or insurers increasing the adoption of digital channels, the business world has seen a greater reliance on digital communications to create a unique and user-friendly customer experience.

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Alorica Shares Corporate Social Responsibility Momentum, Including $6.5 Million Employee-Driven Donation Milestone

Alorica

IRVINE, Calif., March 1, 2021—Alorica Inc., a global customer experience (CX) provider, today recapped key results from its 2020 corporate social responsibility (CSR) initiatives including the formation of its newest global social impact program—TIDE (Together for Inclusion, Diversity and Equity). Concurrently, the company’s non-profit partner, Making Lives Better with Alorica (MLBA).

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An Essential Guide to Vertical and Horizontal Outsourcing

OctopusTech

In an age of globalization and technical know-how, Vertical and Horizontal outsourcing practices are becoming increasingly common in call center activities. These practices are a natural extension of business processes used in other parts of the world. Vertical and Horizontal Customer Support outsourcing can be defined as a set of marketing strategies that have a common focus on optimizing the productivity of an organization in its most important activity: Customer call center operations.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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February Writing Roundup

Jon Arnold

How do you like that? As busy as I’ve been, I only had one writeup posted publicly last month. Don’t think that’s ever happened before, so this will be a really quick roundup. My March newsletter goes out this week, and if you’re a subscriber, you’ll see that I was quite busy last month on other fronts, namely video and podcasts. Writing is ceratinly core to what I do, but it’s really just one channel for sharing my work.

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Why use medical scribes when you don’t have to?

Nuance

Healthcare facilities are re-assing their scribe programs and embracing innovative solutions that do much more than create clinical documentation. For example, an innovative AI-based solution, known as ambient clinical intelligence, automatically captures the physician/patient conversation at the point of care. But it’s more than just listening and converting speech to text.

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Machine Learning: The Time is Now

Edify

If there’s ever been a time to focus on the technology powering your organization, it’s now. There are many tech services that can drastically change your business for the better … one that we praise all the time and rely on for our own organization and its critical to the platform we provide to clients is Machine Learning (ML). This technology, often used interchangeably (which is not accurate) with Artificial Intelligence (AI), is a must for 2021 and without a doubt, all the years to come too.

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What Are The Benefits of Choosing Cloud Contact Center Solutions?

NobelBiz

We used to think of call centers as workplaces gathering all agents in one place. They were considered the most logical model in the business aspect and especially from a technical point of view. Today, not only is this centralization no longer necessary but also the implementation of cloud contact center solutions is becoming more prevalent and accessible to all call centers wishing to develop remote work.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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How to Navigate Salesforce for Customer Success

CSM Practice

Business prospers by setting goals and striving hard to achieve targets in order to get more customers. However, as companies attract more customers, maintaining relationships with customers becomes more challenging. As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. .

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Yes, New Customers are an Investment. But What’s Your Return?

Skybridge

But What’s Your Return? After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration. The marketing and CX strategies that seemed spot on just twelve months ago now may be woefully out of sync with the market. Today, many businesses are under extreme pressure to ramp up new customer acquisition initiatives, in the hope of replacing – or winning back – those lost during the major brand migrations of 2020

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What Is Trucking Factoring and How Can It Help Your Business Thrive

CSM Magazine

Entrepreneurship is no easy task. Depending on the nature of your business, you are guaranteed to experience various challenges as you try to keep your doors open. To be able to counter any hurdles you might face, you need to maintain a steady cash flow. Cash flow in a business refers to the money that’s flowing in and out of the business. It is a very critical part of staying in business and will determine the growth and performance of a company.

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ROI and the Secure Customer Index (SCI)

Horizon CX

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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6 Essential Things an Employer Should Include in an Employment Contract

CSM Magazine

One of the most important things to think about when developing your own business is the employees you have around you. Your workforce will very much dictate how your business expands and succeeds, as they are the very core of the company. Ensuring that you hire the appropriate individuals to work for your business is crucial so that you know that you can trust them and that they will do a good job.

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How Long Will Agents Be Working From Home?

TCN

A Month in Review (February) Over the past year, the phrase “work from home” and. The post How Long Will Agents Be Working From Home? appeared first on TCN.

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3 Ways Azure Can Improve Your Customer Service Instantly

CSM Magazine

In today’s world business moves ever faster and competition has never been more fierce. Customers expect instant responses , 24/7. How can small or medium-sized businesses keep up with the pace of change as their business grows and continue to deliver a level of customer service that their market demands? Businesses are transforming the way they deliver customer service with innovative tools.