Contact Center Pipeline
NOVEMBER 18, 2021
As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents work at home but come into the center a few times a week, is gaining prominence as a way to meet agents’ demands for more flexibility, better work-life balance and the […].
Beyond Philosophy
NOVEMBER 18, 2021
Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin. However, it also reveals a powerful tool in your customer strategy: Scarcity.
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Contact Center Pipeline
NOVEMBER 18, 2021
5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the hybrid model, which is a mix of splitting their time between their home and the center. Our April 2021 study highlighted that the collective time employees want to spend working at […].
Spearline
NOVEMBER 18, 2021
We live in an age of instant gratification. There is a constant 24/7/365 endless open demand for fast data and information. Instant, straightforward communication is a massive want, and need, especially for the customer. Your webpage should load instantly with all of its assets and graphics. You want fast and reliable communication when messaging. High end-to-end speed is a necessity.
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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.
VirtualPBX
NOVEMBER 18, 2021
Navigating the Small Business Saturday 2021 Shopper Experience. 2020 was a challenging year on so many levels. Especially for local entrepreneurs and small business owners who faced many obstacles during the height of the pandemic. The good news? Positivity is on the horizon for those ready for Small Business Saturday 2021. Consumers feel more confident about this upcoming holiday shopping season.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
NOVEMBER 18, 2021
Think about a time you had a bad customer experience. Maybe it was an hour-long wait on hold with your cell service provider. Or maybe you ordered a defective product and didn’t get proper customer support. Chances are, if you’re unhappy — you’ll vent about it! “I had the worst experience with X” or “Whatever you do, don’t buy Y from X.”. At the LEAST: you certainly won’t recommend the business or product to a friend!
Help Scout
NOVEMBER 18, 2021
Help desk metrics allow you to make the most of your help desk and ensure your team is excelling. Here are 19 to start tracking today.
Maru Group
NOVEMBER 18, 2021
By Stephen Brockway, Chief Research Officer, Maru/Matchbox UK | November 18, 2021. Battle on the banana front Fair trade has had a lonely existence. For decades it struggled alone to bring better working conditions, higher pay, and hope to artisans and farmers battling poverty. It has a new life partner now, sustainability, and together, they are making progress.
Cyara
NOVEMBER 18, 2021
As IT departments globally prepare to deliver peak assurance programs to senior management and businesses, it’s a good time to consider what we have to expect ahead. Forbes published an article to advise that around $75 billion is lost every year on poor customer service experiences. As IT departments increase spend on new IVR systems, CRM & ERP systems, webchat, cloud storage, network devices and other systems, the most difficult assurance to provide is on the unknown.
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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
Nuance
NOVEMBER 18, 2021
A few months ago, Nuance manager, Kristian, shared his secrets to being a great manager. Let’s hear from a few more managers! Mahmoud is a Senior Manager in our Montreal office on the Enterprise Professional Services team. Robin is a Senior Manager of Sales Support on the GDOT (Global Deal Optimization Team), Healthcare. Hear firsthand how they tackle everyday challenges and ensure their employees feel informed, supported, and positive about their work.
Hello Customer
NOVEMBER 18, 2021
Last year's Black Friday and Cyber Monday set new records for e-commerce, and 2021 shows no signs of slowing down. People are already planning for Christmas well ahead of time this year, despite all the pandemic supply chain disruption and the ongoing shipment delays. According to a survey , 52% of the respondents said they will most likely go shopping both online and in-store during the Black Friday sales of this year.
Ansafone
NOVEMBER 18, 2021
When seeking to grow a business, it’s customer service that truly becomes a defining factor in financially extending opportunities in a particular industry. In essence, making sure that customers are satisfied with their experience enhances the potential for repeat sales. By adequately delivering services promised, a sense of trust is established that keeps the customer … Customer Service is a Sales Opportunity, Not a Cost Read More ».
Toister Performance Solutions
NOVEMBER 18, 2021
I frequently hear from people who are trying to learn new skills. They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? I usually don't recommend any of those, at least not right away. This might seem like strange advice coming from someone who makes a living from online training classes , has a blog , and has written several books.
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.
Uniphore
NOVEMBER 18, 2021
How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. Studies have uncovered? 27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly?
Provide Support
NOVEMBER 18, 2021
The post Empathy in Customer Service. What Do Experts Say? appeared first on Provide Support Blog.
NobelBiz
NOVEMBER 18, 2021
Performance-based marketing approach versus an agency style, growth marketing and building new customers - what is lead gen, after all? Its approach can be different based on the end goal, but for the contact center space, Michael explains the two buckets that coexist in the ecosystem. The post VIDEO & ARTICLE: What Is Lead Generation & What Is Its Purpose appeared first on NobelBiz®.
ChurnZero
NOVEMBER 18, 2021
Customer education is why I live in a jungle. I’ve never been a green thumb, and I wanted to change that. I started researching easy ways to keep my plants alive with as little maintenance as possible. I ended up learning (from the Tikitytok) about a plant medium called LECA (lightweight expanded clay aggregate). The clay pebbles absorb the water, and the plant roots essentially feed themselves when they’re thirsty.
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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.
VirtualPBX
NOVEMBER 18, 2021
Navigating the Small Business Saturday 2021 Shopper Experience. 2020 was a challenging year on so many levels. Especially for local entrepreneurs and small business owners who faced many obstacles during the height of the pandemic. The good news? Positivity is on the horizon for those ready for Small Business Saturday 2021. Consumers feel more confident about this upcoming holiday shopping season.
Arbeit
NOVEMBER 18, 2021
The limited content message is not a mandate, but rather a safe harbor. With that, our guest Tim Collins recommends asking yourself two main questions to determine whether or not you should take advantage of it. The post Should You Use the Limited Content Message? appeared first on Arbeit -.
VirtualPBX
NOVEMBER 18, 2021
Navigating the Small Business Saturday 2021 Shopper Experience. 2020 was a challenging year on so many levels. Especially for local entrepreneurs and small business owners who faced many obstacles during the height of the pandemic. The good news? Positivity is on the horizon for those ready for Small Business Saturday 2021. Consumers feel more confident about this upcoming holiday shopping season.
Arbeit
NOVEMBER 18, 2021
With the creation of the model validation notice, the CFPB provided an opportunity to limit litigation as it relates to letters. Tim suggests three questions that can help you determine whether or not to use the model validation notice. The post Should You Use The Model Validation Notice? appeared first on Arbeit -.
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!
JivoChat
NOVEMBER 18, 2021
Digital marketing has plenty of resources to help increase your business revenue. You can implement several strategies on how to generate leads. That’s an important step in the buyer’s journey where you can identify potential customers and define what you need to do to help them in deciding to buy your product or service. Make no mistake, conquering leads isn’t about calling a potential customer or flooding their email boxes when they didn’t even give you their contact in
Infinity
NOVEMBER 18, 2021
Opportunities for travel are finally opening up. With travel restrictions easing and consumers finally willing to take a break, the hotel industry is beginning to feel confident about the future. Hotels in the UK were quickest to feel the effects of the lifting of restrictions, with many holidaymakers choosing to stay in the UK in 2021. But Europe also enjoyed a surge in bookings.
Playvox
NOVEMBER 18, 2021
The pandemic permanently changed the contact center landscape. Or maybe we should say it sped up an inevitable evolution by five years or so. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. The pandemic lockdowns greatly accelerated this timeline.
NobelBiz
NOVEMBER 18, 2021
Getting people to answer your call might be one of the hardest things in your outbound campaign. What is really encouraging people to answer their calls if they don’t know who’s calling? Michael Ferree shares some insights on this subject and it’s all about being transparent as a company. The post VIDEO & ARTICLE: How to Get People to Answer Your Call appeared first on NobelBiz®.
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
Babelforce
NOVEMBER 18, 2021
Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. For me, it was when my Kindle broke. I went online to tell them about the problem, only half expecting that they’d fix the issue. But within minutes of logging on, the agent had promised to ship me a new device with no questions asked. That was a big win for me, as my new Kindle arrived in the post a few days later for no extra cost.
NobelBiz
NOVEMBER 18, 2021
What’s the strategy Mchael used for the events to get people to come? His expertise in marketing and leadgeneration surely played a role in finding the best practices in getting the most engagement in attendance. The post VIDEO & ARTICLE: How to Get People to Come to an Event appeared first on NobelBiz®.
CSM Magazine
NOVEMBER 18, 2021
Michelin is leveraging PCI Pal’s Agent Assist solution for PCI DSS compliant payments. PCI Pal , the global provider of cloud-based secure payment solutions, has announced that Michelin, the largest tire manufacturer in the world, has successfully implemented its Agent Assist solution to ensure payments are handled securely and in compliance with the PCI Data Security Standard.
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