Fri.Jun 18, 2021

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The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with State-of-the-Art Headsets

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Theis Mørk of EPOS discusses state-of-the-art headset technology, the work-from-home (WFH) challenges that enhanced audio and communication solutions solve, along with […].

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Guest Post: How to Care About Your Customers

ShepHyken

7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Therefore, it’s essential to show your loyal buyers how integral they are to your success.

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Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa.

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Stop Making This BIG Pricing Mistake

Beyond Philosophy

What tactics do you use in your pricing strategy? There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” Some coupons discount 20% off any item in the store or offer subscription discounts versus buying one-time that you submit at the online checkout.

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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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6 ways to improve performance in your contact centre team

Eptica

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Published on: June 18, 2021. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being. Improve the experience and you’ll see the benefits, particularly in the new hybrid world.

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Automating clinical workflows with AI

Nuance

The application and use of AI to efficiently diagnose and monitor patients, detect and predict illness, accelerate drug development, streamline the patient experience, and expand access to care are skyrocketing in healthcare. AI in healthcare is rapidly growing year over year, with the most significant growth in the U.S. Data fuels AI Although the technology [.

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Enhance the Output of Ad Campaigns by Phone Answering Service

OctopusTech

Advertisement, as well as promotional ad campaigns, can unbolt new quality leads for your business. But, to maximize your business reach, you need to take every call made by prospective users as well as clients. As it is hard to imagine how many prospects will call you after an ad campaign, you need a scalable as well as flexible phone answering service unit, meeting your needs.

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Juneteenth 2021: How We’re Celebrating and Educating Ourselves

LiveVox

At LiveVox, we’re committed to listening to, investing in, and supporting all members of our growing community, from employees to partners and customers. This month while we celebrate Pride and honor the contributions of the LGBTQIA+ community, we’re also reflecting on an important date in American history. This Saturday, June 19th is Juneteenth—the oldest nationally […].

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The Top resources from CustomerSuccessBox

CustomerSuccessBox

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success.

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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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Top 4 Goals & Solutions for Better Customer Service via Facebook

Comm100

There are over 2.8 billion monthly active users on Facebook , and counting. Chances are high that some of these users are your customers, and whether you’re aware of it or not, those customers are actively seeking support via social media. The numbers back this up – 63% of customers expect companies to offer customer service via social media , and 90% of social media users have already used the channel to communicate with a business.

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Connect acquires ServiceCX

Connect

Additional capabilities expand value of customer service offerings. Communications experts Connect have announced the acquisition of customer care solution provider, ServiceCX. The move adds further power to Connect’s contact centre, customer experience and customer service solutions with ServiceCX offering proven expertise in market-leading solutions including Calabrio WEM, ServiceNow CSM and Five9 cloud contact centre.

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4 Mistakes to Avoid When Deploying Customer Service Automation

Zappix

Automation and self-service solutions are the latest trend in customer service technology. Customers love using well-built and seamlessly integrated self-service solutions, but not every technology implementation is built the same. For customer service leaders.

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What Makes Outsourcing Back Office Operations a Lucrative Deal for Businesses?

Back Office Centers

Business operations these days are going through rapid transitions. The onslaught of pandemic-enforced lockdowns/curfews have taken their toll. Companies are finding it hard to manage their in-house operations let alone focus on their back office strategy. Almost every business owner is thrifty in the present times. Conceptualizing and executing a back office strategy is tougher than ever because of financial limitations.

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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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Jun 18 – Customer Success Jobs

SmartKarrot

Role: Associate Director, Customer Success Location: Remote, United States Organization: AKASA As an Associate Director of Customer Success, you will demonstrate revenue cycle expertise by conducting customer onboarding and implementation activities such as process mapping or workflow review. Manage and increase customer satisfaction, renewal/expansion, and overall client health.

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Q&A: How to Conduct Customer Exit Interviews and Use What You Learn to Fight Churn

ChurnZero

It’s never easy learning that a customer is leaving. But as they prepare to leave, you have a rare opportunity to find out why. Customer exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights. Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews.

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Customer Value Management: The Ultimate Guide

SmartKarrot

The last decade saw the birth and rise of markets, management, and hunger of customers. One recent addition to that list is the growth of customer value management (CVM) which hasn’t taken any backseats over the years. As the backbone of any given business resides with the customers, it makes sense to showcase value to them and understand and influence customer behavior.

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How to Increase Customer Engagement by Creating an Omnichannel Experience

aircall

Today’s customers don’t buy products in a vacuum. When they decide to do business with a company, they also consider the relationship they have with that company. They also think about how that company reflects their own values. To address this sentiment, you need to increase customer engagement and build meaningful relationships with consumers. In this article, we look at how to define, measure, and increase customer engagement.

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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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Designing the day

Enghouse Interactive

Guest post by Morris Pentel. Improve your team’s performance by design. As we all see reductions to restrictions imposed during the Covid 19 Crisis in the UK things are changing dramatically. After nearly 18 months, now we can go out, see friends, eat out, see a movie, and of course go back into our offices to work for the first time. Over the last year I have had to redesign work and customer experiences for organisations to build new emotional connections and purpose within contact centre team

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So Long Onboarding Kickoff, It’s All About the Partnership From Now On

ClientSuccess

Kristi Faltorusso. If you’re in SaaS, you understand the importance of Customer and User Onboarding to ensure your customers are set up to succeed in using your product and services. But, when we start with Onboarding, we miss a HUGE opportunity. Think about a perfect world, where you and your customer are aligned on goals, expectations, roles and responsibilities as well as the overarching success criteria.

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10 Sales Coaching Articles Your Sales Leadership Needs to Read

Integrity Solutions

Being a coach for sales teams has never been more important. Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. When your sales leaders hear the word “coach”, what comes to mind for them? We often associate “coach” with a sports analogy.

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