Wed.Aug 03, 2022

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Taking Service to the Next Level

Contact Center Pipeline

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the call we make to the contact center—who is the real linchpin of the customer service experience. Therefore, lifting the capability and […].

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Seven Ways to Handle Abusive Customers (And One Way Not To)

ShepHyken

No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Nobody ever goes into that office to say, “Thank you, my luggage is here.

Airlines 326
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Best Practices For A Powerful Professional Network: Part 4

CCNG

?Seeds and relationships must be nurtured in order to grow strong and bear fruit. After you make a new connection it will need some periodic tending if you want to reap the rewards down the line. Treat your network like a garden. It needs a little proactive care and attention to stay healthy and produce value. This week we focus on three ways to support and encourage a network so that it is active and available when you need it. ?

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What is digital customer experience management?

Callminer

CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experience management.

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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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QCS + AnswerNet = Expanded Outsourced Services, Capabilities, & Expertise

Quality Contact Solutions

Earlier this year, QCS joined forces with AnswerNet , a powerhouse telephone answering services provider – the biggest and best on offer in the U.S. and Canada. Flying under the wing of the AnswerNet mothership allows us to expand our outsourced services and go above and beyond our former abilities. Together with AnswerNet, we have a combined 1,200 employees, a huge team capable of helping you in the following ways: Inbound and Outbound Telemarketing?

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First Contact Resolution Rate – Should it Matter to CSMs?

ClientSuccess

During a typical day as a CSM, you’re fielding questions from internal and external sources. Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information. Customers have a myriad of questions of their own, ranging from straightforward one-off platform inquiries to larger, more complex discussion topics.

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Newsletter Time - New Podcast Too

Jon Arnold

The August issue of JAA Communications and Collaboration Review went out to subscribers yesterday, along with the latest Watch This Space podcast. Chris and I reviewed key findings - and bigger questions - from Ernst & Young’s 2022 Work Reimagined study - I hope you give it a listen. If you’re interested in tracking what I’m up to in the worlds of collaboration, customer experience and future of work, subscribing to my newsletter is easy - signup page is here.

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Amazon Comprehend announces lower annotation limits for custom entity recognition

AWS Machine Learning

Amazon Comprehend is a natural-language processing (NLP) service you can use to automatically extract entities, key phrases, language, sentiments, and other insights from documents. For example, you can immediately start detecting entities such as people, places, commercial items, dates, and quantities via the Amazon Comprehend console , AWS Command Line Interface , or Amazon Comprehend APIs.

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Personalized Marketing Strategy for an Evolving Marketplace

Concentrix

Learn how to assess a data-driven personalized marketing strategy that focuses on establishing scalable solutions that can thrive in a cookie-less future. The post Personalized Marketing Strategy for an Evolving Marketplace appeared first on Concentrix.

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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 Improve Your Business’ Online Customer Service

Nicereply

Since consumers can get anything online, online customer service is more important than ever. If you want to provide an excellent customer experience and grow your customer loyalty , you should work on improving digital customer service. The good news is, that a great customer experience is a top priority for nearly half of the companies. Source. But with customers’ growing expectations , organizations have to keep up with the changing trends.

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Personalized Marketing Strategy for an Evolving Marketplace

Concentrix

Learn how to assess a data-driven personalized marketing strategy that focuses on establishing scalable solutions that can thrive in a cookie-less future. The post Personalized Marketing Strategy for an Evolving Marketplace appeared first on Concentrix.

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ITS Group Release Cloud-Based Customer Service Feedback Solution

CSM Magazine

ITS has today announced the release of evalyou8, their latest software solution designed to capture customer feedback on the service they have received. evalyou8 allows the creation of a simple html link which can be added to email signatures, crm solutions or anywhere a link can be placed where you would like to capture feedback. The customer is then presented with three emoji style icons which represent the feeling they may have towards the service they have received.

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Launch CX programs in minutes with Program Accelerator

GetFeedback

Learn more about GetFeedback's newest product feature, Program Accelerator.

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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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Average handling time: 11 dos and don'ts

Injixo

Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. It’s just not exciting. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity. Reducing AHT is a good thing, right? Not necessarily. You can’t drive it down without potentially impacting quality.

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How to Recession-Proof Your Contact Center, According to 360+ Executives

Balto

Share on Twitter. Share on Facebook. Share on LinkedIn. “You get out what you put in.” This is not just a maxim for everyday life, but a truth we’ve uncovered when researching corporate spending plans. As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole.

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Average handling time: 11 dos and don'ts

Injixo

Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. It’s just not exciting. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity. Reducing AHT is a good thing, right? Not necessarily. You can’t drive it down without potentially impacting quality.

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The Key to Contact Center Success? Focus on Your Agents

Vistio

With high demand for labor across industries and an abundance of remote work options, agents have more job choices than ever before. And that makes it increasingly difficult for contact centers to hire and retain all the agents they need ; there aren’t enough available agents to go around, and existing agents are more willing to leave at the first sign of frustration.

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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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What’s the Role of Lead Generation in an Outbound Call Center?

LiveVox

In order to be successful, your call center needs high-quality leads that are interested in what you have to offer. Which is why lead generation is one of the most important aspects of an outbound call center. The post What’s the Role of Lead Generation in an Outbound Call Center? appeared first on Livevox.

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Average handling time: 11 dos and don'ts

Injixo

Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. It’s just not exciting. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity. Reducing AHT is a good thing, right? Not necessarily. You can’t drive it down without potentially impacting quality.

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4 Ways to Exceed Customer Expectations

TCN

How your customers interact with your brand can have lasting impressions and effects. It’s in. The post 4 Ways to Exceed Customer Expectations appeared first on TCN.

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10 Call Center Customer Service Blogs You Need to Read

SQM Group

Our blogs are an excellent way to enhance your thinking about new call center research, tips, and best practices for delivering superior customer service.

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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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Zappix Adds a New Travel and Hospitality Customer for its Flagship Visual Self-Service Solution

Zappix

One of the largest travel & hospitality companies in the US has chosen Zappix, the leading Visual Self-Service Solution provider, to solve a significant need for automated customer service and improved visitor experience for.

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Out-Of-The-Box Call Center Scripts For Agents That Win Customers Love

Voiptime

Grab the call center scripting methods and templates for better customer service and engagement.

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Aug 03 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, and realize significant value, thereby leading to high net dollar retention. Grow and manage a team with impact in mind, seeking to maximize ROI and value for customers.

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Promote feature discovery and reuse across your organization using Amazon SageMaker Feature Store and its feature-level metadata capability

AWS Machine Learning

Amazon SageMaker Feature Store helps data scientists and machine learning (ML) engineers securely store, discover, and share curated data used in training and prediction workflows. Feature Store is a centralized store for features and associated metadata, allowing features to be easily discovered and reused by data scientist teams working on different projects or ML models.

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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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Product Lifecycle Explained: Stages, Examples, and Product Life Cycle Diagram

SmartKarrot

Businesses, especially the ones offering SaaS products, need a good understanding of a Product Life Cycle. From business leaders to marketing executives and the CX teams, they must have a fair idea of a Product Life Cycle and plan their activities accordingly. The knowledge helps them make important decisions associated with product design, features, price points, advertisement schedules, market expansion, packaging, etc. .

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7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software

Hodusoft

7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. Do you know you can boost your customer retention rate up to 89% by just adopting a powerful omnichannel strategy? A hassle-free and seamless omnichannel experience for your customers is the cornerstone of robust customer service. An o mnichannel contact center software serves as the bedrock for your omnichannel strategy.

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Virtual Design and Collaboration in Lockdown Enhances the Customer Experience

CSM Magazine

Yorkshire Building Society has a new look uniform designed to enhance. the customer experience. It was a challenge faced by most of us over the last two years – how to conduct business as usual when things were far from usual. Technology became a vital tool in helping us all to communicate. London-based Jermyn Street Design (jSD) was faced with a particular challenge – how to engage a client in the design process for a new uniform, when no-one could meet, no-one could see the designs or even to