Mon.Apr 10, 2023

article thumbnail

Want to Cut 66% of Call Mistakes? Lower Your Agents’ Stress

Balto

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In our 2021 Agent Report , we found that human error — not a lack of training or coaching — was the cause of nearly 66% of mistakes on a call. In general, agents know the right thing to say or do when a call goes awry, they just forget, get nervous, or get bored and slip up. Is this surprising?

article thumbnail

CX: Balancing Functionality and the Human Experience with John Sills

ShepHyken

Top Takeaways: Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. In his book, The Human Experience , John Sills shares the three myths that create poor customer service. Myth #1. The Myth of Customer Feedback.

Feedback 156
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

FluentStream Starts 2023 Stronger and Even More Customer-centric than Ever

FluentStream

We started the year off with a bang! (and then 3 more bangs!) We are beyond ecstatic to announce that FluentStream has already won not one, not two, not even three, but four awards for our cloud communication offering and. Read More The post FluentStream Starts 2023 Stronger and Even More Customer-centric than Ever appeared first on FluentStream.

article thumbnail

How to Pick the Right Wireless Technology for your Agency

Cisco - Contact Center

Thanks to the proliferation of mobile technologies throughout our society, government agencies now have a wide variety of options for connecting devices and applications to their operational or… Read more on Cisco Blogs

article thumbnail

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.

article thumbnail

Contact Centers and IT Must Partner for Transformation: Starting with the Agent Desktop

LiveVox

CIOs are feeling the heat to deploy digital technologies faster to stay ahead of the competition. As companies strive to create meaningful connections with their customers through more interactive and engaging experiences, the lack of qualified IT workers is limiting how quickly they can execute their plans. By Patrick Summe, Chief Technology and Engineering Officer, […] The post Contact Centers and IT Must Partner for Transformation: Starting with the Agent Desktop appeared first on LiveV

More Trending

article thumbnail

The impact of technological advancements in healthcare

Nuance

… The impact of technological advancements in healthcare Read More » The post The impact of technological advancements in healthcare appeared first on What’s next blog.

article thumbnail

Health Insurance for Self-Employed Professionals

JivoChat

Taking care of our health is a serious subject. Health insurance for self-employed professionals can help you in times of need. You don’t have to be hired by a company to own an insurance plan, which will cover part of your medical expenses in case of an illness or accident. Many insurance companies have already created specific plans that can be bought by freelancers and digital nomads.

article thumbnail

Why sustainability is important to members of Cisco’s Green Team

Cisco - Contact Center

Earth Day may be on April 22, but environmental sustainability is always top of mind here at Cisco.

97
article thumbnail

Process Intelligence Solution 

Concentrix

Reimagine CX with our process intelligence and optimization solution—download our fact sheet to find out how to boost efficiency.

62
article thumbnail

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.

article thumbnail

FluentStream Starts 2023 Stronger and Even More Customer-centric than Ever

FluentStream

We started the year off with a bang! (and then 3 more bangs!) We are beyond ecstatic to announce that FluentStream has already won not one, not two, not even three, but four awards for our cloud communication offering and. Read More The post FluentStream Starts 2023 Stronger and Even More Customer-centric than Ever appeared first on FluentStream.

article thumbnail

The Future Is Here, and Retailers Are Winning

Anexa BPO

Inflation is higher than it’s been in fifty years and heavily impacts every retail sector including commodities, labour, energy, food……the list goes on. This crisis presents never-before-seen challenges and shows no sign of slowing down. Organizations need to ensure that their core businesses are stable, their customers are satisfied, and their profit sheets are healthy – while identifying growth opportunities.

article thumbnail

On-Demand Webinar: Optimizing Loyalty Through the Challenges of Seasonality

24-7 InTouch

In this IntouchNXT roundtable, we’re taking a deep dive into the importance of multilingual support during high-volume seasons. Join our EVP of Global Innovation & Product Strategy, Paula Kennedy Garcia, SVP of Global Client Strategy, LeGrande Bonnet, and ChatLingual Founder, Justin Custer, as they share their expertise on how brands can adapt. In this webinar, we discuss : How seasonal volume changes have created challenges for building successful CX strategies.

52
article thumbnail

[New Survey] Contact Centers Are More Important to Customers Than Ever

WiserOwl Blog

Forbes reported that poor customer service costs businesses more than $75 billion annually. For many customers, the last few years have witnessed a business’s contact center becoming their only point of communication. It’s an uphill struggle. Year after year, little to no change in CSAT scores signals that brands are not improving customer loyalty. This […] The post [New Survey] Contact Centers Are More Important to Customers Than Ever appeared first on WiserOwl.

article thumbnail

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!

article thumbnail

Benefits and ROI When Investing in Agent-Focused Software

Vistio

Watch to the full podcast here:  Or click here to just listen to the audio.                            Investing in and adopting agent-focused technology into your CX business can be a great way to improve your efficiency and benefit your company. Today we are joined by software expert, Adam Saad , to discuss the benefits of integrating agent-focused technology into CX.

article thumbnail

How to Outsource Customer Service in 2023

Vcaretec

If you're considering outsourcing your customer service in 2023, here are some steps you can follow: Define your goals and requirements: Before outsourcing your customer service, you need to define your goals and requirements. Consider the type of customer service you want to outsource, your budget, and your expectations. Research potential outsourcing providers: Once you have defined your requirements, research potential outsourcing providers.

article thumbnail

Ensuring Healthcare Data Security with Business Process Outsourcing

Working Solutions

In an era of widespread data breaches, it’s never been more essential to keep the data of your clients and customers safe and secure, no matter what your industry. And for businesses operating in—or adjacent to—healthcare, data security is not only important, it’s legally required. So important is healthcare data security that the U.S.

article thumbnail

Outsourcing Customer Service: A Complete Guide

Vcaretec

Outsourcing customer service is a common practice among businesses today. It involves hiring a third-party company to handle customer support inquiries and complaints on behalf of the business. Outsourcing customer service can be beneficial to businesses as it allows them to focus on their core competencies while reducing costs and improving customer satisfaction.

article thumbnail

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

article thumbnail

How to Improve Call Center Security

Working Solutions

Europe’s wide-reaching General Data Protection Regulation (GDPR) has led to millions of dollars of fines levied on American companies for failing to comply with the EU’s consumer data protection policies. Now, U.S.

article thumbnail

Call Center Outsourcing: Everything You Need To Know

Vcaretec

Call Center Outsourcing is the practice of hiring a third-party company to handle incoming and outgoing customer calls on behalf of another organization. Outsourcing call center operations has become increasingly popular in recent years due to the numerous benefits it offers. Here are some things you need to know about call center outsourcing: 1. Benefits of Call Center Outsourcing: The main benefits of outsourcing call center operations are cost savings, scalability, and access to specialized e

article thumbnail

Relax After Work by Playing the Tennis Game Stické

CSM Magazine

Working in customer service can be a demanding job. You might spend your days dealing with disgruntled customers and have to continually put on a patient, professional face even when things get tough. It’s no wonder why you need an outlet to help you relax after long shifts of dealing with unhappy people – and what better way to unwind than by playing Stické?

article thumbnail

Why We Feel Concentrix is Seen as Strong Performer in Customer Feedback Management

Concentrix

Concentrix has been recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management, Q1 2023 report and we are very proud of our standing.

article thumbnail

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.

article thumbnail

A step-by-step guide on Outsourcing Customer Service

Blueship Call Center

Are you considering outsourcing your customer care department? If so, you are at the appropriate location. For several reasons, many firms are thinking about outsourcing their customer support. Outsourcing is more feasible than ever because of quickly growing technology and a globe that is becoming more linked. Many of the issues that outsourcing formerly brought about are no longer an issue.

article thumbnail

CRMC: Loyalty Leaders Networking Event

Concentrix

Join Concentrix in Chicago for a networking event on June 8.

62
article thumbnail

Top 5 Customer Service & CX Articles for the Week of April 10, 2023

ShepHyken

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. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

article thumbnail

Leading Teams To Deliver Exceptional CX Podcast

Steve DiGioia

When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Thanks, Tony Johnson for having me as a guest on your podcast. Click here to listen. Some topics discussed: Be specific with your recognition Leadership isn’t about position, it’s about influence and impact Make sure that you work to train and empower your new managers The post Leading Teams To Deliver Exceptional CX Podcast appeared first on Steve DiGioia Customer S

article thumbnail

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.

article thumbnail

Apr 10 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Los Angeles, CA, United States (Hybrid) Organization: Bambee As a Customer Success Manager, you’ll be aggressive and self-assured when approaching potential customers * Organized with a sense of sales urgency * Strong communicators who can interact with people at all organisational levels * Coachable because weekly call monitoring, pipeline reviews, and 1:1 meetings with sales leaders will be present * Demonstrated analytical and problem-solving sk

article thumbnail

Why the Voice of Employee Needs People Analytics with Dr. Kalifa Oliver

Russel Lolacher

In this episode of Relationships at Work, host Russel Lolacher chats with psychologist and data analyst Dr. Kalifa Oliver on the importance of people analytics when hearing the voice of employee (VOE) at work. A few reasons why she is awesome — she is the founder and managing partner of DeepDive Consulting – a consulting agency to help organizations bring together leadership, employee experience, data analytics together to discover, value, retain and elevate talent.

article thumbnail

Apr 10 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Los Angeles, CA, United States (Hybrid) Organization: Bambee As a Customer Success Manager, you’ll be aggressive and self-assured when approaching potential customers * Organized with a sense of sales urgency * Strong communicators who can interact with people at all organisational levels * Coachable because weekly call monitoring, pipeline reviews, and 1:1 meetings with sales leaders will be present * Demonstrated analytical and problem-solving sk