Fri.Nov 22, 2019

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The 3 Tactics of Successful B2B Customer Support Phone Calls

TeamSupport

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. Phone calls are a vital component of any B2B customer support strategy, as it’s often the fastest way to resolve problems.

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Why Culture and Engagement Trump Everything

Integrity Solutions

Culture and engagement issues have always been a priority, but today they are more essential to business health going forward than ever before. Employee engagement is now widely viewed by most companies as an important driver of productivity, retention and results. As a result, from perks to incentives to training, organizations have been searching for that ideal mix that will keep employees motivated, inspired and willing to give it their all.

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Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

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Are risky calls clogging your telephone system?

TRUSTID

Phone fraud starts with a simple call. Nothing appears suspicious. The phone number matches that of a longtime, loyal customer. The voice sounds friendly enough, and they even have the patience to answer several personal questions, which they answer correctly in a calm and relaxed manner. When a customer calls into a contact center, the trained telephone agent who picks up can detect a slight sense of urgency, if not a bit of frustration, in the caller’s voice.

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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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The Top 3 Things to Thank Your Contact Center Agents for in 2019

NICE inContact

It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. Cultivating a culture of appreciation will keep agents inspired to perform in their job roles all year long. So, just before what is likely the busiest season of the year for your contact center, it’s important to look back on 2019 and reflect on the hard work your agents have put in.

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AI clearing the way with conversational self-service

NICE inContact

NICE inContact has partnered with Google Cloud to bring its Artificial Intelligence (AI) expertise into the CXone contact center with Contact Center AI for natural language chatbots and interactive voice response (IVR) that enable rich conversational experiences. Businesses of all sizes have the opportunity to delight their customers with convenience and personalization – and many are discovering how AI helps deliver the kind of experience that’s worth raving about.

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Improving Your Live Chat Feature to Enhance Customer Service

ChaseData

Considering most of today’s most successful contact centers are taking an omnichannel approach to customer service, it only makes sense that live chat has become a focus among them. This technique brings together automation and live service - the best of both worlds. However, that only applies when it is being used correctly.

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SaaS Customer Success: How engagement drives retention

inSided

You’re a Customer Success leader in a B2B SaaS organisation. You probably know about the importance of customer retention.

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How to Hire a Call Center Service Provider

Global Response

The decision to hire a call center service provider is a strategic move towards customer loyalty, increasing sales and saving money. The next step is choosing the provider to deliver this success. more. The post How to Hire a Call Center Service Provider appeared first on Global Response.

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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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The Top 3 Things to Thank Your Contact Center Agents for in 2019

NICE inContact

It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. Cultivating a culture of appreciation will keep agents inspired to perform in their job roles all year long. So, just before what is likely the busiest season of the year for your contact center, it’s important to look back on 2019 and reflect on the hard work your agents have put in.

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Introducing BIG RYG

ChurnZero

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020.

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AI clearing the way with conversational self-service

NICE inContact

NICE inContact has partnered with Google Cloud to bring its Artificial Intelligence (AI) expertise into the CXone contact center with Contact Center AI for natural language chatbots and interactive voice response (IVR) that enable rich conversational experiences. Businesses of all sizes have the opportunity to delight their customers with convenience and personalization – and many are discovering how AI helps deliver the kind of experience that’s worth raving about.

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What is Really Happening on Black Friday?

Beyond Philosophy

What is Really Happening on Black Friday? It’s that time of year again: Black Friday sales are next week. A US tradition, Black Friday was named for the idea that it is the day retailers finally move out of the red for the year and into the black of profits. It is also the official kickoff of the holiday shopping season. However, what is really going on here?

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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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Customer Service Automation with a Human Touch

LiveChat

Can you feel it, coming in the air tonight? It’s a big holiday season for retail. Bigger than 80’s hair. We hacked the mainframe and found the secret data – this could be The Trillion Dollar Season. Join LiveChat for a week of articles and videos dedicated to Black Friday and Cyber Monday. Sell better online and offline. Make it rain. The holiday season is coming and everyone is looking for the perfect gift.

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The Remarkable Power of Tribes for Your Brand

Beyond Philosophy

I was in the Apple Store the other day, and I thought to myself, this is more like a club of shared values and interests than a shop. It was as if it was a meeting place for like-minded people with common ground. . It felt like a tribe. We discussed Tribalism on a recent podcast and how your brand can create one with your customers. Tribes are not only good for your brand, but they are excellent for building Customer Loyalty. .

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