Beyond Philosophy
SEPTEMBER 2, 2021
Some of you may know that I also have a podcast. We’ve begun a new feature on the podcast where people write in about their problems. A podcast listener asked me how to increase the response rates to their email campaigns. Since email response is an issue many of you are dealing with, I thought I would share how you can use the behavioral sciences to increase your response rates.
Contact Center Pipeline
SEPTEMBER 2, 2021
Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash. We wish her nothing but the best as she starts a […].
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Call Design
SEPTEMBER 2, 2021
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” For the workforce management team, we know that means we need to accurately forecast the interactions, schedule the agents, and real time manage the environment.
Fonolo
SEPTEMBER 2, 2021
If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Market research helps, but it isn’t enough. That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers.
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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.
Help Scout
SEPTEMBER 2, 2021
Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. When supporting a highly technical product, a tier 2 team may handle implementation and core product guidance. In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
SEPTEMBER 2, 2021
Support’s direct voice is an opportunity for your product to have better guidance, your social media to be more helpful, and your starved company blog to contain more technical insight. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Writing is a powerful medium. You can use writing in so many places to guide, teach, evoke emotion, reduce panic, or show you care.
Certified Languages International
SEPTEMBER 2, 2021
Source: Austin Pacheco from Unsplash. Telephone and video interpreters encounter different scenarios every day; no two interactions are ever the same. This demands a high degree of flexibility and quick thinking from a remote interpreter in order to successfully adapt to every situation presented. This includes situations where interpreters assist with interpretation for minors in a variety of circumstances.
Expivia
SEPTEMBER 2, 2021
Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. While measuring various call center metrics and KPIs is crucial, how you report them matters. Discover the top 5 call center reporting methods, and follow our best practices to make them successful.
Advantage Communications
SEPTEMBER 2, 2021
Providing good customer service is an art. Customer service is about so much more than just taking customer calls and providing them with your best answer. Delighting your customers is about being proactive and exceeding their expectations.
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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
SmartAction
SEPTEMBER 2, 2021
Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible. That’s the simplest way to describe them to any time traveler from an age before 1956 who lands in 2021 and is trying to figure out what kind of accent they hear on the other side of the weird tiny computer they’re holding up to their ear as they call into customer service to inquire about their order of Heelys (gasp, shoes, AND skates!
Toister Performance Solutions
SEPTEMBER 2, 2021
How long does it take to create a merchandise display? This is an important question for a retailer with thousands of stores. Each week, stores received instructions to create new merchandise displays along with the estimated time they took to build. Staffing decisions were centralized. The corporate office estimated how much labor each store needed for the week and created a staffing plan.
Interactions
SEPTEMBER 2, 2021
Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. While this traditional automation technology may have helped internal organizational practices, it did little to boost customer satisfaction.
Helpware
SEPTEMBER 2, 2021
The advantages of Business Process Outsourcing (BPO) allows for huge cost savings while increasing efficiency. Discover how BPO can benefit your business.
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.
TMP Direct
SEPTEMBER 2, 2021
Since the dawn of the internet, every corner of commerce has been in a constant state of reinvention as new technologies are leveraged to optimize the buying and selling experience. We’ve seen targeting and customer communications efforts streamlined and revolutionized, in-store and e-commerce customer experiences completely overhauled, and breakthroughs in logistics and inventory management.
Call Experts
SEPTEMBER 2, 2021
Whether you search on the internet or read it in a newspaper article, it’s easy to find lists for the best place to work in Charleston. Offices that offer fun, unusual advantages. From beer on tap and dogs in the office to free lunches and team-building bowling nights, businesses in Charleston are offering more than ever to entice employees. But, some experts claim that these sorts of advantages aren’t really what makes a great workplace.
Vcaretec
SEPTEMBER 2, 2021
Call centers are vital to the success of your business. When your customers call your company, you want the best customer care reps in the biz answering on your behalf. Fortunately, that is exactly what (v)WeCare offers. As a professional customer services provider , (v)WeCare can provide professional call center services to a variety of industries.
CustomerSuccessBox
SEPTEMBER 2, 2021
Customer Acquisition Cost (CAC) can be calculated by dividing all the Marketing and Sales costs required to acquire a new customer within a specific time. CAC is an important metric for growing businesses to determine profitability and efficiency. An average SaaS business spends 92% of their first-year revenue on customer acquisition. In other words, it takes 11 months to pay back their customer acquisition cost.
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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.
CSM Magazine
SEPTEMBER 2, 2021
If by any chance you’re given the opportunity to start a family business, ensure that you seize it. This is because in general, customers’ level of trust toward family businesses is greater than their trust in non-family businesses. The brand ‘family business’ can help enhance product affinity and loyalty. According to research, such businesses enhance social responsibility, trustworthiness, customer orientation, and quality orientation.
Genroe
SEPTEMBER 2, 2021
CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. “Success is the sum of small efforts – repeated day in and day out.” — Robert Collier, author Herewith another small effort to, hopefully, help you succeed. [Best Practice][Really] Listening […].
Brad Cleveland Blog
SEPTEMBER 2, 2021
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a store, send it in for repair (which I could schedule online), start a chat, or set up a call. With … The post 5 Universal Customer Frustrations first appeared on Brad Cleveland.
SmartKarrot
SEPTEMBER 2, 2021
Role: Director, Customer Success Location: Boston, MA, US Organization: ECI As a Director of Customer Success, you will establish relationships with key decision-makers among clients to effectively manage expectations. Own and be accountable for all aspects of the customers’ relationship including escalations and service issues. Retain your install base revenue and proactively upsell additional products and services to your customers.
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!
Brad Cleveland Blog
SEPTEMBER 2, 2021
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a … Continue reading → The post 5 Universal Customer Frustrations appeared first on Brad Cleveland.
SmartKarrot
SEPTEMBER 2, 2021
Nowadays companies have been implementing the CRM strategy to improve the sales of a product. However, for SaaS businesses, selling is not the end of a story. It is imperative to maintain customer relationships and retain subscribers. A constant rise in churn rate can jeopardize the future of a business operating on the recurring revenue model. A SaaS company with an increasing attrition rate often misses out on a key component of customer success.
Influitive
SEPTEMBER 2, 2021
Community and passionate customer advocates can be a company’s most valuable asset, but how do you nurture and mobilize advocates within more skeptical industries like cybersecurity and IT? AttackIQ, the leading independent vendor of Breach and Attack Simulation (BAS) systems, launched their cybersecurity and IT community, Informed Defenders, in August 2020 with the goal of […].
SmartKarrot
SEPTEMBER 2, 2021
Nowadays companies have been implementing the CRM strategy to improve the sales of a product. However, for SaaS businesses, selling is not the end of a story. It is imperative to maintain customer relationships and retain subscribers. A constant rise in churn rate can jeopardize the future of a business operating on the recurring revenue model. A SaaS company with an increasing attrition rate often misses out on a key component of customer success.
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
Integrity Solutions
SEPTEMBER 2, 2021
The ability to create emotional bonds with your customers is the true x-factor that drives customer loyalty. You have more ways than ever before to engage with customers and enhance our product and service delivery. But the greatest opportunity for moving the needle on customer loyalty—that critical driver of long-term growth and competitive advantage—lies in consistently building value for customers.
Babelforce
SEPTEMBER 2, 2021
After call work can be a massive time-sink in the contact center. Obviously, you want to get ACW right; the tasks agents carry out are important. At the same time, you want to be available to answer as many queries as possible. So how can you reduce the amount of time eaten up by after call work without sacrificing quality? In this article we’re going to look at 11 tried and true methods.
Transparent BPO
SEPTEMBER 2, 2021
Where have all the customer care agents gone? By Marilyn Soares, VP of Client Services, Transparent BPO Welcome to the new economy. Businesses continue to rethink their supply chains and their vendor relationships but the single most disruptive factor the pandemic revealed was the volatility in our labor ranks. The labor shortage in the United […].
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