ShepHyken
OCTOBER 5, 2021
A Holistic View of the Customer. Empowering Customer Service Agents with Knowledge. Shep Hyken interviews Daniel Fallmann, founder of Mindbreeze , a tool that helps companies capture a holistic view of their customers’ data. They discuss how organizations can arm their frontline customer service professionals with the technology that can help them offer better customer service.
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.
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Contact Center Pipeline
OCTOBER 5, 2021
You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky notes on agent’s monitors and on their phones reminding them what to do, what to say, or simply to remember to […].
Myra Golden Media
OCTOBER 5, 2021
Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training. I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.
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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.
Fonolo
OCTOBER 5, 2021
The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Customer experience surveys can tell you a lot about the service callers are receiving from agents, and NPS is a key statistic you should be considering when reviewing how successful your contact center is at providing exceptional customer service.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
OCTOBER 5, 2021
Welcome back to the product update blog! We’re excited to share what we’ve been working on this month—since even the smallest changes can sometimes make a big difference when it comes to efficiency. (And, you know, a low-effort experience. ). Here’s a look at the Tethr updates for September 2021… Reporting enhancements. As a busy leader, you need to be able to scan a report and quickly gauge what’s most important.
C Space
OCTOBER 5, 2021
C Space appoints CTO, accelerates impact of insights through technology. C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. Tweet. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team.
Nicereply
OCTOBER 5, 2021
“You don’t want to be underperforming, you don’t want to be overperforming. You want to be just right. And that’s truly the case for CES”. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. A good support team is obsessed with finding ways to improve the customer experience and have an opportunity to impact it on a large scale.
IdeasUnlimited
OCTOBER 5, 2021
The most valuable asset any company can have is customer trust. Having a robust customer base composed of long-term clients that openly endorses your business is the key ingredient for a successful company. The best way to gain loyal consumers is by crafting a great customer service experience. In the United States, when a person wants to contact a company for any reason, roughly 58% of them try to reach their customer service number. .
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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
NobelBiz
OCTOBER 5, 2021
Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner. Being a leader in the contact center industry can be difficult for some and simple for the most experienced owners and directors.
Spearline
OCTOBER 5, 2021
What is in-country number testing? In-country number testing replicates your customers’ experience when dialing toll and toll-free (also known as freephone) numbers and flags problems immediately. It enables you to proactively monitor your global contact numbers, isolate issues, and resolve them before there’s a major impact on your customer engagement and your brand reputation.
ChurnZero
OCTOBER 5, 2021
Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible.
ConvergeOne
OCTOBER 5, 2021
October is Cybersecurity Awareness Month, but it’s about more than just awareness. It’s important that your organization is prepared for the inevitability of facing cyberthreats. Sun Tzu had a saying that goes something like this: “The person who wins the battle makes many calculations before the battle is fought. The person who loses makes but few calculations beforehand.
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.
Help Scout
OCTOBER 5, 2021
Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus.
IdeasUnlimited
OCTOBER 5, 2021
The most valuable asset any company can have is customer trust. Having a robust customer base composed of long-term clients that openly endorses your business is the key ingredient for a successful company. The best way to gain loyal consumers is by crafting a great customer service experience. In the United States, when a person wants to contact a company for any reason, roughly 58% of them try to reach their customer service number. .
Cyara
OCTOBER 5, 2021
Global CX Day is October 5th! Cyara is proud to celebrate this unique holiday within our industry by recognizing individuals, companies, and organizations that work diligently to ensure quality customer experience to their audiences.
ClientSuccess
OCTOBER 5, 2021
For a team to be truly successful in the customer success world, data and metrics should inform every decision made. While gathering data after a strategy has been implemented is a great way to tell if an initiative worked, customer success teams can also gain a predictive advantage into long-term customer success with leading indicators. Leading indicators are variables or occurrences which can help your team forecast how a customer account will fare over time.
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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.
TeleDirect
OCTOBER 5, 2021
Work From Home Customer Service Representative Jobs – Right Here at TeleDirect! Before the COVID-19 pandemic, work from home jobs were regarded as a perk – definitely a nice-to-have, but certainly not an essential part of a professional work arrangement. Today, remote jobs, like work from home customer service representative jobs, are an essential element of the modern workforce.
Ansafone
OCTOBER 5, 2021
A successful contact center is a crucial part of the customer service process. Contact center monitoring ensures that customer calls are recorded and analyzed for quality assurance. The data gathered is then used to provide the contact center with feedback to improve agent performance and performance of the contact center overall. Contact center monitor usually … Benefits and Best Techniques for Contact Center Monitoring Read More ».
TeleDirect
OCTOBER 5, 2021
Want the flexibility of reduced work hours, yet the opportunity to earn a decent paycheck for bills, vacations or whatever else? Consider working at our call center part time! TeleDirect , the leader in business process outsourced (BPO) call center expertise, needs to fill plenty of part time call center jobs. If you have what it takes, we’d love to hear from you today !
Jon Arnold
OCTOBER 5, 2021
This was new to me - CXPA - the Customer Experience Professionals Association, and today is their big event, CX Day 2021. For those in the CX space - and that seems to be just about everyone lately - this is a highly focused event celebrating the best in both CX and EX - customer experience and employee experience. It’s a global event, by the way, so there’s content and activity specific for various geographies.
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!
Vcaretec
OCTOBER 5, 2021
When your customers are struggling with your product or service, they want answers fast. They also may not have the time to dedicate to a phone call. When this is the case, email and customer chat support are the best ways to provide quality support to your customers, without making them dial your phone number. What is email and chat support? Email and chat support is a digital infrastructure that allows your customers to either send an email to a customer support rep, or start a live chat with
CustomerSuccessBox
OCTOBER 5, 2021
Yes, you heard that right! Also, you must have heard this multiple times as well. As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. In SaaS businesses, ARR/MRR is the lifeline for their existence. What would you do if you can’t maintain and improve your ARR? Your brand’s very existence is threatened. Achieving a 125% increase in ARR (Annual Recurring Revenue) is not an easy task.
IdeasUnlimited
OCTOBER 5, 2021
The most valuable asset any company can have is customer trust. Having a robust customer base composed of long-term clients that openly endorses your business is the key ingredient for a successful company. The best way to gain loyal consumers is by crafting a great customer service experience. In the United States, when a person wants to contact a company for any reason, roughly 58% of them try to reach their customer service number. .
Abby Connect
OCTOBER 5, 2021
It may seem obvious that there are many benefits of customer service. This is especially true for small businesses, which typically have limited budgets. Fortunately, customer service often costs only a little time while reaping long-term rewards. However, not all the benefits of great customer service are obvious. Why Customer Service is Important for Small… The post 3 Impactful Benefits of Great Customer Service appeared first on Abby Connect.
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
Vistio
OCTOBER 5, 2021
Mark Hillary is a British/Irish writer and analyst based in São Paulo, Brazil. He is a former technology director turned communication adviser, writing books and blogs on technology, work, and globalization. He continues to write books on the future of technology and CX, contribute to media debate, advises corporate leaders, and ghost-writes content for several leading global CEOs.
Abby Connect
OCTOBER 5, 2021
“The secret to marketing success is no secret at all — word-of-mouth is all that matters.” – Seth Godin, Author and Former Dot-Com Business Executive. Words can spread like wildfire within a community, especially when it comes to customer experience. This is exactly why word-of-mouth is so powerful. On average, word-of-mouth drives $6 trillion in… The post [EBOOK] How Better Customer Service Increases Small Business Revenue appeared first on Abby Connect.
USAN
OCTOBER 5, 2021
Want to Improve Agent Productivity? Adopt a Proactive Approach to Customer Service. Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service. When customers move from chat sessions or self-service tools to a live agent and that agent has no context, the experience suffers.
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