Mon.Nov 23, 2020

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Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role.

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2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Contact Center Pipeline

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm. As CX organizations continue adapting, some are still second-guessing critical technology decisions, which can cause additional friction […].

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5 Top Customer Service Articles For the Week of November 23, 2020

ShepHyken

Each week I read a number of 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. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg.

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The crucial new role of automation in healthcare CX

TELUS International

Automation is an invaluable tool for healthcare companies. Discover how mobile technology and chatbots can transform your customer experience.

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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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It’s more than customer appreciation

Talkdesk

Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled. What a nightmare! Seven family members stuck and sad after all that planning, scheduling — and spending — for the trip of a lifetime.

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Provide Multilingual Support With Multiple Auto Attendants

VirtualPBX

It’s not uncommon for businesses to provide goods and services to a wide range of populations. Even if your small business is local to a U.S. city state, it may still have a need for multilingual support to match the communities it serves. One benefit of our new Multiple Auto Attendants feature is the ease with which you can address multiple languages for your inbound callers.

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What Guru Employees Are Thankful For in 2020

Guru

As we move into what is bound to be an unconventional holiday season it’s only natural to take a look in the rearview mirror of this tumultuous year. Rather than dwelling on the lows we’re here to remind you of the small pockets of joy that got us through. Here’s to finding ways to be thankful!

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Techniques to Prioritize Your Customers’ Satisfaction

CSM Magazine

Today’s business models aren’t purely transactional anymore. How people feel and talk about your product or service matters a lot, too. With the huge competition in the market, a discouraged client has no reason to stay loyal to a given company. Moreover, their bad online review may make the company lose many potential customers. If business providers want to survive, it’s crucial they establish a good relationship with the buyers.

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The FDCPA and the (Un)forbidden Fruit of Omnichannel

NobelBiz

No doubt, the debt collection industry is entering a new era. The 2020 FDCPA update represents a major paradigm shift for the US debt collection industry and for the 8 000+ nationwide firms. The post The FDCPA and the (Un)forbidden Fruit of Omnichannel appeared first on NobelBiz®.

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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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How to Communicate With Customers From Diverse Cultural Backgrounds

CSM Magazine

In the digital age the world keeps growing smaller and smaller. As a result, customer bases are increasingly becoming more multicultural and international. This means that successful customer service teams need to be prepared to communicate with customers from diverse backgrounds. Here we’ll look at four practical tips to help you communicate effectively with customers from a different cultural background. 1) Be mindful of your cultural lens.

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13 Stats that Prove Great Customer Experience Starts with a Smooth Agent Experience

LiveVox

There is a cyclical relationship between agent experience and customer experience because the customer service journey begins behind the scene: agent. Here are 13 stats that prove investing in your agent experience will pay huge dividends toward your customers. AX=CX 1 in 3 customers will walk away after just one bad customer experience Customer experience […].

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The True Cost of the Amazing Customer Service

CSM Magazine

Getting your clients a wide range of services and providing them with excellent quality products is no longer enough. Trends and directions are continually changing, and it happens so fast that you cannot adapt to every one of them. It is why it is so important to be reliable in order to keep customers loyal. No matter whether your business priority is setting sales goals or introducing new products to the market, you have to ensure your customer service is entirely perfect before making any fur

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The FDCPA and the (Un)forbidden Fruit of Omnichannel

NobelBiz

No doubt, the debt collection industry is entering a new era. The 2020 FDCPA update represents a major paradigm shift for the US debt collection industry and for the 8 000+ nationwide firms. The new law will go into effect in October 2021, and debt collectors will be able to harvest the knowledge base, tools, and mindset of the wider Customer Experience discipline.

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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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Digital Selling Is for the Whole Enterprise

Cincom

Digital selling is powered by information. Information drives virtually every process associated with the movement of product from concept and market to the customer’s own operation. At each step along the product developmental cycle—throughout its active sales life and during the sunsetting of the product—data derived from multiple sources will help make all the critical decisions in terms of extending or expanding and slowing or stopping the development of that product.

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5 Must-Have KPIs For a Successful Telemarketing Campaign

NobelBiz

Key Performance Indicators or KPIs are indispensable Data in the outsourcing field, especially for telemarketing campaigns. These indicators are used to analyze, evaluate and control the performance of a contact center. In this guideline, we will explore 5 key indicators and how they can be used to optimize telemarketing campaigns. What are KPIs? KPIs or Key Performance Indicators in a call center can be defined as: Measures that help determine the success of telemarketing campaigns, Elements as

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Solutions for an Effective Debt Management Collections System

TCN

Is your organization looking to improve connections or increase collections? Call center solutions have a. The post Solutions for an Effective Debt Management Collections System appeared first on TCN.

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Celebrating Thanksgiving in 2020

Working Solutions

This year’s Thanksgiving will be different than any before—and hopefully than any ever again. The Macy’s Thanksgiving Day Parade will only be virtual, with the coveted job of balloon handler being replaced by automation and vehicles. Family dinners may be outdoors or over Zoom or WebEx. Black Friday will probably look more like Cyber Monday. […].

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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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Employee Experience vs Employee Engagement

Customercount

Employee experience & employee engagement are critical to defining the employee value proposition and essential for leadership to understand. The post Employee Experience vs Employee Engagement appeared first on CustomerCount.

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How to Improve Customer Service in the Construction Industry

CSM Magazine

Excellent customer service takes into consideration the specifics of each industry. People have different expectations from every type of business they interact with, and it is customer service specialists who can establish the parameters of efficient and satisfying collaboration. In the construction industry, where every project consumes a lot of resources, a misunderstanding between a client and a contractor can be costly.

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Digital Competitive Intelligence Strategy

Ann Michaels and Associates

Competitive Intelligence is something that business has done for decades in one form or another. From mystery shopping to market research using various methodologies, everyone seems to be spying on everyone else. However, many businesses have been slow to consider using social media and online research, for competitive intelligence, as a way to increase market share and to gain an overall competitive edge.

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Launch Your Pop Up Shop in 5 Easy Steps

CSM Magazine

The way we do retail business has changed as businesses and brands must now focus on the moment. Therefore, pop up shops to rent London are gaining traction fast. Talk about food shops, galleries or brand experiences pop up shops are everywhere. They come in all sizes and shape while delivering a powerful experience for businesses. The temporary nature of pop up shops often comes with both opportunities and obstacles.

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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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Personalized Customer Service and the Omnichannel Approach

Knowmax

Personalized Customer Service and the Omnichannel Approach.

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Grandview Medical Center achieves new levels of efficiency and quality with PowerScribe One

Nuance

In Birmingham, Alabama, Grandview Medical Center has grown to become a progressive, flagship facility. But until 2019, the radiology department still relied one hundred percent on transcription for their radiology reports. According to radiologist Dr. Joel Mixon, the process was inefficient at best. As a resident, he trained on a voice recognition platform, so he [.

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How to Improve Your Chat Support

Global Response

When it comes to customer service, the goal is to always aim to provide your clients with the best possible experience. Of course, there are many things that can be done to more. The post How to Improve Your Chat Support appeared first on Global Response.

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Protected: Episode 16: Reinforcing Myself

C Space

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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The Future of Call Centers 

Global Response

The future is always uncertain. No one can ever be sure as to what may be just around the corner. As we’ve witnessed recently, changing circumstances can have a dramatic effect on more. The post The Future of Call Centers appeared first on Global Response.

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Nov 23 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success – 100% remote Location: Remote, United Kingdom Organization: WORK180 As a director of Customer Success, you will identify and implement short and long-term strategies for client retention and growth. Develop, monitor, and drive key business metrics that demonstrate health and performance for the business unit.

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The 9 Best Email Support Ticketing Systems 2020 – Reviews & Comparison

Comm100

Customer service isn’t just about your team having the right attitude and training. For your customer support to be great (or even just functional) in 2020, you need the systems to back it up. This starts with a good help desk or ticketing software. Your customer help desk software keeps incoming queries from falling through the cracks by turning them into easily manageable tickets.