Mon.May 23, 2022

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Pandemic, Inflation, War: Coping with High Contact Center Volumes

Injixo

We're living through what some commentators are calling a permacrisis. No sooner does the world come to terms with one catastrophe, another one emerges. Whether it's a global pandemic, commodity shortages, spiraling energy prices, war, or even Brexit , the only constant seems to be instability. Contact centers have an important role to play in keeping people informed and calm during crises.

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5 ways to be a better ally in contact centers

Callminer

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.

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10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards

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5 Top Customer Service Articles of the Week 5-23-2022

ShepHyken

Each week I read many 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. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. (CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport.

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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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5 Problems with Multi-Carrier Phone Number Provisioning?

Avoxi

5 Common Problems with Multi-Carrier Phone Number Provisioning (& Solutions) A lot can go awry when you're balancing several VoIP providers manually at one time. Below, we've identified these common problems and how a cloud-based platform helps simplify IT tasks to eliminate frustration for you, your team and call center. As an IT or telecom… The post 5 Problems with Multi-Carrier Phone Number Provisioning?

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Support Talks: The Foundations of Scaling Successful Support

Nicereply

Support leaders are likely to encounter a need to scale their teams at some point in their career. Brendan Ledger , Director of Support at 7shift s, has a three-step framework that sets your team up for success and helps you scale effectively and quickly. How do you view the evolution of scale when it comes to support? Brendan: I am quite passionate about this.

SaaS 98
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What is Needed to Set up a Tech Support?

IdeasUnlimited

Introduction. Any IT business will at some point require dedicated tech support. The only question is; how to build one efficiently using the available resources? Whether you are a support service provider or an IT firm looking to service your clients, it is important to have a clear strategy on how you will go about establishing a team of trained agents ready to provide high quality tech support.

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Diverse teams spark new ideas and the best outcomes

Nuance

The best collaboration happens when we’re all working together – really listening, being open-minded, and valuing the many perspectives we have. Not only do we learn from each other, but we’re able to do our best work. May is European Diversity Month – and no matter where our employees live or what team they’re on, [.] The post Diverse teams spark new ideas and the best outcomes appeared first on What’s next.

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Overcoming Fear and Loathing of the U.S. Healthcare Open Enrollment Season

Cyara

Open enrollment season. These words are enough to create fear and loathing in the hearts of U.S. health insurer employees. Those affected range from vice presidents of contact centers and the customer experience (CX) to the workers who interact with consumers via phone, chat, and other channels.

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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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Pandemic, Inflation, War: Coping with High Contact Center Volumes

Injixo

We're living through what some commentators are calling a permacrisis. No sooner does the world come to terms with one catastrophe, another one emerges. Whether it's a global pandemic, commodity shortages, spiraling energy prices, war, or even Brexit , the only constant seems to be instability. Contact centers have an important role to play in keeping people informed and calm during crises.

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TSIA World Interact 2022: Key Takeaways

Education Services Group

A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube. Justin Garlock. Customer Success Analyst. Peter Armaly. VP of Customer Success. Nick Mitchell. Customer Success Manager. Sheik Ayube. VP of Business Development. It’s easy to forget how many different types of shoes there are in the world: heels, wingtips, wedges, loafers, even a pair or two of crocs.

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How Higher Education Suffers Without Digital Student Engagement

Comm100

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it. As Gen Z now navigates higher education, they’re placing these heightened expectations onto colleges and universities. While this may seem like an unfair comparison, the reality is that Gen Z expects outstanding support from every brand they interact with.

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How Absence Management helps Human Resources

Pipkins

Pipkins is not an HRIS program, but we can still help human resources. Pipkins is a workforce management (WFM) software service that specializes in labor utilization and scheduling – absence management is a key element. Through our SaaS service, Pipkins can offer secure management of time and attendance, task tracking, budget and forecasting, and absence management.

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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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10 Things to Remember When Making the Move from AMs to CSMs

Education Services Group

The role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. with a 34% annual growth rate. At the same time, spending on XaaS continues to skyrocket. Gartner’s latest cloud forecast predicts that XaaS spending will reach nearly $500 billion before the end of this year.

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How to Carve your Customer Success Career Path?

CustomerSuccessBox

In this fast pace world, the job market has been taken over by the technical roles of artificial intelligence, data science, and robotics engineering. This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile. It is the job of the Customer Success Manager to constantly reflect the value of the product to their customers thus helping them achieve their business outcome and meanwhile helping their own compa

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How Do ACD Systems Work?

LiveVox

The post How Do ACD Systems Work? appeared first on Livevox.

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May 23 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates. Enable and coach an excellent team of customer success rockstars to be successful and effective at scale and help them to grow and develop on an individual, professional le

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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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20 Business Website Templates to Design Your Website

JivoChat

Counting on pre-built business website templates will make it much easier to create your website. It doesn’t require you to have design or coding skills and will make your pages look more professional. The design of your website plays an important role in how potential customers perceive your brand. So, it’s essential to choose the right template and customize it to be aligned with your business values and goals. .

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Considerations (and Strategies) for Monetizing Customer Education

SmartKarrot

Customer success is pivotal to company success. Customer education is a profit center and needs to be taken seriously to add value to the organization. Customer education programs are courses that onboard, retain, and engage customers with the customer. The goal is to share skills, knowledge, resources, and attitudes with customers to help them reach their goals.

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Your First 100 Days as an Account Management Leader Part 3: Why Are Customer Touch Points Important?

Kapta Customer Success

When customers have any type of negative experience, it can have disastrous consequences for your business — both for keeping the account and when it comes to long-term revenue implications. The risks of falling out from that single negative touchpoint are high, but the reach extends to all prospective customers and leads.

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Call Center Coaching Guide: Challenges, Tips, and Solutions

Balto

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Well, there are certainly textbook definitions you can find online. Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.” Who doesn’t want to dive into that…? Let’s start by addressing the elephant in the call center: coaching, while massively important, just…isn’t that fun for call center managers and agents alike.

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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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The Metaverse is Going to Transform Customer Experiences Across the Film and Entertainment Industry

CSM Magazine

The film and entertainment industry is on the cusp of a major transformation, thanks to the inception of the metaverse. The Metaverse is not just a place to watch movies or play games, but it is a place where people can come together to share experiences and create new ones. An infographic from Ideal Insight shows that soon, the metaverse will become the go-to destination for movie fans and gaming enthusiasts alike.