Thu.Mar 09, 2023

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Can agents get work done between customer contacts?

Brad Cleveland Blog

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit … Continue reading → The post Can agents get work done between customer contacts? appeared first on Brad Cleveland.

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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.

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Setting Up Your Reps for Success

Contact Center Pipeline

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and staffing shortages) have made it even more difficult to plan for and predict spikes in customer service.

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4 Ways to Maintain Agent Morale While Returning to the Office

Outsource Consultants

During the COVID-19 pandemic, work-from-home models spread throughout the call center industry. Some BPO providers were fortunate enough to have a remote work infrastructure in place before the COVID-19 pandemic, but many had to quickly adapt to new quarantine regulations. As a result, many call centers were forced to make short-term adaptations to their employees’ working processes in a blink of an eye.

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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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Creating an Action Plan For Your Customer Feedback Strategy

Lumoa

Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it.

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How to Reduce Customer Complaints in the Contact Center

Fonolo

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then? If you guessed there are more complaints than ever, you’re right. 66% of respondents had a serious problem with a product or service over the previous year.

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How to Make Text Messaging for Businesses Effective

LiveVox

Today’s generation of consumers are much different when compared to the previous one. The on-demand and quick service that has become standard has changed the way businesses interact with customers. The call center is no different. It was only two decades ago that call centers were dominated by phones. Agents would spend their entire shifts […] The post How to Make Text Messaging for Businesses Effective appeared first on LiveVox.

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How to Use Instagram Filters

JivoChat

Do you know how to use Instagram filters? There are thousands of them, which you can use to make your stories and edit the videos and pictures you will post on the platform. Many filters are made by Instagram users, and they are a huge success. You will find funny filters, cute ones, and filters that look like you have applied makeup to your face. Some brands even create their own Instagram filters to promote their products and interact with their audience.

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The Connection Between Positive Emotions and Customer Loyalty

Helpware

Today's customers have access to a world of information at their fingertips, which makes it easy to shift brand loyalties. This reality leaves some companies wondering what they can do to retain customers and combat churn.

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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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U.S. Call Centers vs. International Call Center Operations

TeleDirect

Discover the pros and cons of U.S. vs international BPO operations to determine which option is better for your business. Learn more in this comprehensive guide. U.S. Call Centers vs. International Call Center Operations: Which is Better? The same rules apply regardless of what industry you’re in or what type of product or service your company offers.

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State of the Credit Union Contact Centers

Strategic Contact

In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and resiliency. We’ve facilitated advisory group meetings and roundtables in which CU contact center leaders discuss significant accomplishments, challenges, and plans.

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855 Area Code: Everything You Need to Know About Toll-Free Numbers

TeleDirect

What and where is the 855 area code number? If you are a business interested in establishing a toll-free number or looking for a professional customer call center service, we’re here to help. What and where is the 855 area code? So, perhaps you’ve received a call from an 855 area code lately. Do you know where area code 855 is located? If you’re stumped, don’t worry.

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Customer Success tech stack: research and outlook

ChurnZero

Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. Good leaders can often implement best practices on their own initiative – but tools require budget. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job.

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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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Work From Home Call Center Trends After COVID-19

TeleDirect

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. Work From Home Call Center Trends After COVID-19 Since the COVID-19 pandemic began, modern society has undergone massive changes. One of the most striking is the relationship many people have with their work and career.

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Sales Gamification Software: 6 Benefits + 3 Tools to Consider in 2023

JustCall

The impact of sales gamification is much lar ger than you think. Gamification is being embraced by more than 70% of organizations belonging to the Global 2000 list of companies. Gamification is known to enhance loyalty, customer engagement, and motivation. The need of the hour? Organizations must leverage the fundamental elements of game design. These include story, mechanics, aesthetics, and technology.

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Advertising Your Vacancies: The Difference Between Job Adverts and Job Descriptions

CSM Magazine

Attracting the best talent to your business is obviously important, which is why you should take care when it comes to advertising your job roles. Content is key to ensuring that you are appealing to the right candidates. One of the key things that you need to be aware of when advertising your vacancies is the difference between a job advert and a job description.

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6 Expert-Approved Tips on How to Build Your Agent Dream Team

JustCall

If you think call center training is a thing of the past, the data will make you think again. For instance, according to research, simulation training, which is a part of such a training module: Outperforms role-playing-based training in terms of accuracy and speed of processing customer calls Improves agent performance at higher levels of task complexity Why is Agent Training Important?

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Darlington Borough Council Secures Contact Centre Payments With PCI Pal

CSM Magazine

PCI Pal Agent Assist delivers PCI DSS compliance and enhances payment experience for the public sector. Darlington Borough Council has selected PCI Pal , the global SaaS provider of secure payment solutions for business communications, to manage its contact centre payment security and ensure it adheres to the compliance standards relating to card-based payment transactions.

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Best Contact Center Software in 2023

JustCall

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.

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Customer Success tech stack: research and outlook

ChurnZero

Any business function that wants to scale its capabilities needs two things: process and technology. Indeed, these are the top two priorities for Customer Success teams, according to a recent survey of Customer Success leaders. Good leaders can often implement best practices on their own initiative – but tools require budget. The survey found less than half of Customer Success teams have access to purpose-built technology to help them do their job.

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6 Essential Contact Center Features to Deliver Exceptional Customer Service

JustCall

Providing delightful customer service is as necessary as the quality of your services or products. As per Shep’s ACA 2022 study Top 6 Contact Center Features Every contact center solution provides plenty of features to enhance contact center functionality. The following contact center features list covers the most significant ones. 1. CRM Integrations The contact center software must be able to integrate seamlessly with your helpdesks and CRM (Customer Relationship Management).

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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SaaS Management: Win the overspend battle with a certified tool

Unymira

USU’s SaaS Management software has been awarded The ITAM Review’s prestigious certification , whoop! It's good news in times where economic and trading outlook occurs less certain. And where 2023 probably will becoming a year with many organizations need to tighten their belts.

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AI Coach in Call Centers: All You Need to Know to Excel in 2023

JustCall

Deploying the services of an artificial intelligence coach is a thing now. Organizations are using an AI call coach for sales reps looking to improve their job skills and enhance their training. In fact, middle-ranked agents are incrementally benefiting from an AI coach to improve their performance. In this article, we will look at useful AI coach strategies and practical best practices to excel agent performance in 2023. 5 Benefits of an AI Coach for Your Call Center Let’s start by unders

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In eCommerce, World Class Customer Service Is Not Optional

CSM Magazine

eCommerce has broken down barriers when it comes to consumerism and largely moved the vendor-buyer transaction to a faceless digital one. Despite this, customer experience remains key, with one Ipsos survey reporting that a huge 85% of online shoppers would not return to an ecommerce vendor who had provided poor service. There are three main arms to providing excellent customer service in the ecommerce sphere, and the most crucial of these is, undoubtedly, the speed and accuracy of delivery,

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Humans Used to Adapt to Technology; Now, It’s the Other Way Around

Interactions

Throughout history, humans have had to adapt to new technologies emerging and integrating into their daily lives. Take the personal computer, for instance. At their inception, PCs were far from intuitive, yet they held the potential to transform many areas of our lives. Thanks to changing priorities and the rise of artificial intelligence (AI), we have seen a dramatic shift in technology development and use in recent years.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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About to Begin Your Cloud Migration Journey? Be Prepared to Evolve Your Business

CSM Magazine

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention. Before deciding whether to follow a public cloud, private cloud or hybrid approach, organisations first need to think about their specific business goals and what they really

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Customer Service vs. Customer Support: What’s the Difference?

JustCall

Whether it’s comparing customer care vs. customer support or customer support vs. customer experience, all these terms are used interchangeably (and wrongly so). Customer service and customer support are similar but with small intrinsic differences: Both are focused on helping customers Both fields make use of communication tools such as email, chat, phone, and so on Both leverage similar soft skills, such as demonstrating empathy, patience, active listening, etc., to enhance customer sati

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Discover True Value of an MBA: Just a Piece of Paper or a Must Have?

Beyond Philosophy

One of our listeners, Clive Hearst, is in a pickle. Hearst wrote to us asking whether he should invest in an MBA. In other words, Hearst is asking what the value of an MBA is. Is it just a piece of paper, or something that business people today must have? Now, considering I don’t have an MBA, my answer, which is at the end, may surprise you. However, my first advice is that Hearst shouldn’t just take one person’s opinion; he should get multiple perspectives.

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