Jon Arnold

SEPTEMBER 6, 2022

Two new things to share as we slide into what’s going to be a very busy Fall. First, I have a new article out, running in the September issue of Contact Center Pipeline magazine. You can read it here , and after that, feel free to peruse the rest of the issue. Related to that, I’ll be an occasional contributor to Contact Center Pipeline, so expect to see more articles from me, and possibly other forms of involvement.

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Contact Center Customer Service 59

Callminer

SEPTEMBER 6, 2022

Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement.

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Best practices Technology Customer Service 207

ShepHyken

SEPTEMBER 6, 2022

Creating a Frictionless Customer Experience. How to Engage the “Whole of Business” to Solve Customer Issues. Shep Hyken interviews Bill Price, Amazon’s first global vice president of customer service, founder and president of Driva Solutions , and co-author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. He shares how organizations can engage the “whole of business” to create a frictionless experience.

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Consulting Consulting Customer Experience Customer Service 161

Customer Contact Central Submitted Articles

SEPTEMBER 6, 2022

In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards.

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industry standards Benchmark Analytics Best practices 189

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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.

HelpCrunch

SEPTEMBER 6, 2022

You’ve got a new message – this phrase triggers many customer service reps’ emotions, from a sigh of relief to eye twitching. Why does the second scenario happen? Well, let’s see… I would say that [ … ]. The post 7 Shared Mailbox Best Practices: Keep Your Team on the Same Page appeared first on HelpCrunch blog.

Best practices 116

Best practices Customer Service 116

TeamSupport

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. If you didn’t raise your hand at all – and not only because you are in a public space and are wary of strangers seeing you perform erratic movements – then you better quickly learn why your B2B business needs to be customer centric.

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Customer centricity B2B Customer Support Metrics 98

AWS Machine Learning

SEPTEMBER 6, 2022

When most people think of using machine learning (ML) with audio data, the use case that usually comes to mind is transcription , also known as speech-to-text. However, there are other useful applications, including using ML to detect sounds. Using software to detect a sound is called audio event detection , and it has a number of applications. For example, suppose you want to monitor the sounds from a noisy factory floor, listening for an alarm bell that indicates a problem with a machine.

Engineering 76

Engineering APIs Healthcare SaaS 76

Maru Group

SEPTEMBER 6, 2022

By Maru Entertainment & Technology | September 6, 2022. The Web3 innovation of NFTs (Non-fungible tokens) is not going anywhere. With an increasing number of entertainment companies either announcing plans to or already entering the NFT market, the technology can be expected to adapt and become more consumer-facing in the next few years. It will take time for NFTs to move to be consumer-friendly because of what has preceded them.

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Entertainment Education Technology Marketing 69

SoliCall

SEPTEMBER 6, 2022

Noise is everywhere. In almost any location and hour noise exists. It can vary from modest noise to significantly disturbing one. Usually people try to ignore the noise but there are cases in which you wish noise could be completely removed. Let’s say you run an education center and you record your classes. Wouldn’t you like to clean the recordings before publishing them to your audience?

Engineering 59

Engineering Analytics Education Contact Center 59

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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

Surveys

Helpware

SEPTEMBER 6, 2022

Healthcare companies, no matter the nature of their business, their individual specializations and fields, and the products and services they offer, face a unique set of challenges. Their processes are dynamic and ever-changing, operations are prone to growth spurts that can quickly strain healthcare resources, and their personnel operate 24 hours a day, seven days a week.

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Healthcare Customer Support outsourcing Call Center 61

NobelBiz

SEPTEMBER 6, 2022

How to reduce call center attrition rate? Recruit the right call center agents, improve communication, provide continuous training, use a unified call center solution and more. Read on to find the best strategies to reduce call center agents’ attrition. First, it is paramount to view the tedious work for the contact center agents. When clients contact customer service, it is typically because they have a problem or want information.

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Call Center Contact Center Feedback Entertainment 52

TCN

SEPTEMBER 6, 2022

London, UK – August 31, 2022 – TCN, Inc., a global provider of a comprehensive. The post Global Cloud-Based Call Centre Platform TCN Provides Solution to ACT Credit Management appeared first on TCN.

Management 52

Management 52

Inbenta

SEPTEMBER 6, 2022

One of the first questions that arises when envisioning a new conversational AI project is how much time it’s going to take to have it up and running. Some underestimate implementation times when it comes to chatbot solutions, but also, the time needed to achieve good results. Although return on investment (ROI) is always a key metric, if your project takes months or a year to be completely functional, the value of the investment might decrease.

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Chatbots Marketing Technology Engineering 52

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

LiveVox

SEPTEMBER 6, 2022

Does your company have a contact center solution? If not, you may be missing out on some serious business. The post Enterprise Contact Center Solutions: Your New Keys to Success appeared first on LiveVox.

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contact center solutions Enterprise Contact Center 52

Advantage Communications

SEPTEMBER 6, 2022

With Labor Day behind us, the holiday season is quickly approaching, which means it’s time to start thinking about ramping up your call center for seasonal increases in demand. Without preparing your customer service program, you may fail to meet customer expectations and even potentially lose sales - resulting in lower profits.

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Call Center Sales Customer Service Contact Center 52

24-7 InTouch

SEPTEMBER 6, 2022

In today’s business environment, going global with operations can be extremely beneficial. Breaking into foreign markets allows you to recruit and hire top talent with unique backgrounds, experiences, and skills that can take your business to the next level. But how do you ensure your global workforce feels included, motivated, and aligned with your company culture?

Marketing 52

Marketing Personalization Management 52

Kapta Customer Success

SEPTEMBER 6, 2022

I really enjoyed working with Ed Powers on his KAMGenius course , Brain Friendly Key Account Management (that's me holding a model of a brain in the image above). I learned a lot from him about the importance of knowing how your customer’s brain makes decisions and how their feelings translate to purchasing behaviors. I found it interesting how customers think about value and expectations, and what makes something memorable.

Accountability 52

Accountability Management 52

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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

CSM Magazine

SEPTEMBER 6, 2022

Are you a construction business owner who is looking for ways to generate more leads? If so, you’re in luck! In this blog post, we will discuss some of the best lead generation tips and strategies for construction businesses. We will also provide some helpful tips on how to convert leads into customers. So, whether you are just starting out or you have been in business for a while, read on to learn more!

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Construction Advertising Engineering 52

Balto

SEPTEMBER 6, 2022

Share on Twitter. Share on Facebook. Share on LinkedIn. “What will the contact center of 2030 look like?” Marc Bernstein asks the guests on his podcast, “ Reimagining the Contact Center.” To date, over forty industry experts have shared their visions for contact centers in ten years, from Rob Siefker, the Senior Director of Customer Loyalty at Zappos, to Stephen Yep, the Director of the Call Centre Management Association.

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Contact Center Interactive Voice Response Chatbots Self service 52

CSM Magazine

SEPTEMBER 6, 2022

Growing a business from the ground up takes hard work, perseverance, and passion. You’ll not only need to develop a firm understanding of the market, finances, and technologies, but you may also need to overcome various challenges you never expected. Focus, research, and careful planning could help your company attract many customers, avoid potential problems, and become an industry leader.

Engineering 52

Engineering Finance Education CRM 52

NobelBiz

SEPTEMBER 6, 2022

it is paramount to view the tedious work for contact center agents. When clients contact customer service, it is typically because they have a problem or want information. Agents must face complex or redundant situations, deal with disgruntled customers, all while maintaining their own performances. As a result, many agents are exhausted, and attrition rates are skyrocketing.

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Call Center Contact Center Customer Service 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

Russel Lolacher

SEPTEMBER 6, 2022

In this episode of Relationships at Work, Russel chats with organizational consultants and compensation experts Crystal Henrickson and Annika Reinhardt on the role of employee compensation in professional development and workplace culture. A few reasons they are awesome – They are the co-founders of Talent Collective, a consulting agency helping organizations grow their talent through effective coaching, compensation planning and career design.

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Consulting Consulting Coaching Marketing 52

SmartKarrot

SEPTEMBER 6, 2022

Everyone pays for value. That is obvious, right? People will be ready to shell out money if they consider how a product will be an asset in their life. Value-based pricing is the premise that the customer pays for the result. It is a hugely popular pricing strategy that SaaS companies have also adopted to meet profit margins. Value-based pricing is when you charge customers for products and services at rates they are willing to pay.

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SaaS Real estate Upselling B2B 10

Comm100

SEPTEMBER 6, 2022

After you have defined your live chat objectives , it is time to consider the next step: beginning to implement your live chat software. In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of?

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Benchmark Average Handle Time Best practices Metrics 84

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. It’s an ever-evolving field, which means it’s critical for support leaders to keep an eye on other companies’ experiences and trends.

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Customer Service Complaint resolution Agent burnout Customer Support 97

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

Journey mapping

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Research from Playvox — including the real-world experiences and perspectives of contact center leaders and agents — uncovers data and practical insights on the state of contact center remote w

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Contact Center Surveys Customer Support Feedback 86

Comm100

SEPTEMBER 6, 2022

The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever. With this in mind, many organizations are switching from Zendesk to Comm100 and its omnichannel customer engagement platform.

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Chatbots industry standards Government Customer Support 52

ConvergeOne

SEPTEMBER 6, 2022

Part 1 and Part 2 of this blog series detail the first three steps to effective Workforce Engagement Management. Step 4: Amplify Customer Satisfaction Efforts. Drive Agent Performance Improvements with Gamification. Feedback is one of the most powerful tools available to modify employee behavior. In cases where adoption of new skills and behaviors has not been achieved, lack of real-world feedback is often the culprit.

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Gamification Interactive Voice Response Management Surveys 81