ShepHyken
OCTOBER 18, 2021
Each week I read many 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. Why A Sparkler Beats A Candle Every Time by Dan Gingiss. (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.
Tethr
OCTOBER 18, 2021
Have you ever wondered what separates a great call center agent from a great one? Spoiler: It’s not what you might think. In our Harvard Business Review article Kick-Ass Customer Service , we broke down the traits of top-performing agents in service centers, based on some of the research we’ve done around how to evaluate call center agent performance.
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Spearline
OCTOBER 18, 2021
Our explainer video explains what the standard conference test is and how Spearline can help you identify issues on your conferences before your customers do. With Spearline’s standard conference test you can test for any issues on your customers experience by replicating your customers’ call flow allowing you to you will identify these issues before your customer does, putting the power in your hands Contact Spearline today for a free live trial.
Kapta Customer Success
OCTOBER 18, 2021
Your key account management teams need to be talking to client contacts, managing the customer experience, and growing their book of business. The only way to meet your forecasted goals and retain strong business relationships is by giving your team the flexibility and resources they need to move forward.
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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.
Spearline
OCTOBER 18, 2021
Welcome Cyprus, Latvia and Malaysia to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers’ call experience with your organization. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are pleased to let you know that Cyprus, Latvia and Malaysia have just joined Spearline mobile, and all three countries are available for immediate te
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Edify
OCTOBER 18, 2021
When the world is still bubbling with uncertainty on so many fronts, your brand needs to maintain consistent and reliable contact with its customers more than ever. Brands provide continuity and a point of connection in many people’s lives, in ways that go far beyond the products and services they offer. When this responsibility is embraced consciously and professionally as a duty of care, it’s a win for all parties.
OctopusTech
OCTOBER 18, 2021
So, how to build a successful offshore team for customer support? First of all you have to think that this will be good for your business. The more people you have the more satisfied they are going to be. If you really want to have an offshore customer support department then you need to make sure you pick the right people for this job. It is very important.
CSM Magazine
OCTOBER 18, 2021
Just like anything in life, successfully running a business is all about simplifying processes and eliminating complicated steps. Indeed, it’s true that working smart, not hard spells success to many companies across all industries. Working smart is better known in business jargon as streamlining. Today, there are countless processes involved in running a business, and they all go way beyond just upgrading production sequences.
NobelBiz
OCTOBER 18, 2021
Does your contact center have a dedicated team that’s ready and prepared to assist your customers at all times? This aspect makes all the difference in contact lead loss. Assume your contact center employs 500 agents to answer incoming requests from your clients. Exactly how many of your company’s 500 employees are on calls? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent or sick, then a call center
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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
CSM Magazine
OCTOBER 18, 2021
The National Basketball Association is the biggest basketball league in the world sweeping most of the world’s basketball followers. The league was launched back in 1946 with a different name “The Basketball Association of America“ and it stayed that way for three years after transforming to the National Basketball Association. The BAA had a rough start, with only 11 teams and 4 of them decided to drop out after the first year.
Quiq
OCTOBER 18, 2021
Share This Story. With the holidays quickly approaching, eCommerce brands are bracing for an unprecedented volume of online orders. With this influx of sales, however, brands can also expect a massive influx of unmanageable customer service inquiries. In recent posts, we’ve talked about how conversational AI can help boost revenue during the holidays.
CSM Magazine
OCTOBER 18, 2021
Internet service providers offer different levels of support and customer service. But which Internet service provider has the best support? According to an annual survey by HighSpeedInternet.com , the Internet service provider that has the most satisfied customer base and best support is EarthLink. Right behind it, AT&T and Verizon finished tied for second place.
Infinity
OCTOBER 18, 2021
You wouldn’t be wrong to believe that, if your customers are calling you, it’s a good indicator that you’re doing a lot of things right. On the other hand, it’s essential to recognise that not every customer call can – or should be – viewed in the same way. And, if you’re basing most of your customer insight on the volume of calls you receive, it’s likely you’ll be missing out on a lot of important data.
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.
CSM Magazine
OCTOBER 18, 2021
A company’s customer service is at the core of its success. You may have the best products in the world, but if your customers are not happy with the service they are getting from you, they will look elsewhere. There are several components to establishing a good customer service record that will keep people coming back. Good Experiences. People often think about good customer service in terms of making sure the company is good at solving problems when they arise, but great customer service
JustCall
OCTOBER 18, 2021
Depending on your personality type, we have two different ways to convince you that you should move to 10DLC from traditional long digit code. Especially, if your business is already using 10 digit phone numbers for messaging in the US. Our first argument uses the popular carrot approach i.e. you are looking at the amazing benefits such as. higher throughput rates, and improved deliverability.
CSM Magazine
OCTOBER 18, 2021
AnswerNet , a full-service provider of inbound, outbound, automated, and global BPO contact center services, is pleased to announce that Rhett Parsons has been named the company’s new Senior Business Development Executive for the BPO division. Mr. Parsons brings more than 30 years’ experience in both business development and customer service programs for enterprise-level clients.
SmartKarrot
OCTOBER 18, 2021
Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region. Ensure Customer Support KPIs are met, and the Support function of the business is structured for scalable growth.
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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.
SmartKarrot
OCTOBER 18, 2021
You might have created the best products according to the needs of your customers. But do your customers see it in the same way as you do? . Perhaps, the hardest thing for a brand is to control or even enhance the customer perception towards their products and services. . Fortunately, you can always carry out a comparative study to understand where your brand is lagging.
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