TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.

Technology 159

Technology Customer Service Technical Support Analytics 159

ShepHyken

MAY 19, 2021

Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It can be as simple as returning a call quickly or stepping in to help in a crisis.

Customer Service 346

Customer Service Coaching 346

Callminer

MAY 19, 2021

Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters.

Analytics 182

Analytics Technology 182

Contact Center Pipeline

MAY 19, 2021

The idiom strike while the iron is hot may be traced back at least to the 1500s and is a reference to the art of blacksmithing. When a blacksmith works iron, he heats it in order to make it malleable and then places it on an anvil and hammers it into shape. Of course, iron […].

Contact Center 147

Contact Center Call Center 147

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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.

Taylor Reach Group

MAY 19, 2021

By Turaj Seyrafiaan. There is a classic quote by John D. Rockefeller that says, “ Don’t be afraid to give up the good to go for the great! ”. But is that a good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to achieve. There are times that we should aim for excellence. As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good

CRM 169

CRM Metrics Consulting Consulting 169

Totango

MAY 19, 2021

If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh

Real estate 106

Real estate Customer retention Enterprise Analytics 106

NICE inContact

MAY 19, 2021

With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.

Contact center software 103

Contact center software Customer Service Contact Center Metrics 103

Quality Contact Solutions

MAY 19, 2021

Finding a true call center partner can feel like dating. However, it is easier when you know what you are looking for, which is why I have put together a call center requirements checklist to help navigate the process. Before the call center requirements checklist, allow this quick deviation. It has been a very long time since I was on the dating scene, but here is my list of ‘potential partner’ requirements that I used before meeting the love of my life!

Call Center 98

Call Center Telemarketing outsourcing Personalization 98

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

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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

Surveys

Alorica

MAY 19, 2021

IRVINE, Calif., May 19, 2021—Alorica Inc., a global leader in customer experience solutions, has been named a Silver winner in the 2021 Stevie® Awards for Minority-Owned Business of the Year. As the largest minority-owned business process outsourcing (BPO) provider in the world, Alorica is certified as a Minority Business Enterprise (MBE) by both the National Minority Supplier Development Council.

Business Process Outsourcing 87

Business Process Outsourcing outsourcing Enterprise Customer Experience 87

GetFeedback

MAY 19, 2021

Why employee NPS surveys are valuable for your business and how they can help provide an accurate measurement of employee satisfaction.

Surveys 88

Surveys 88

Outsource Consultants

MAY 19, 2021

Having trouble filling positions that help your business drive revenue and growth? Is your call center scrambling to staff and find qualified agents? Sadly, you’re not alone, as 42 percent of business leaders are reporting that they can’t fill current job openings , a national record. Worse yet, half of those leaders state they are seeing few (if any) qualified candidates to choose from.

outsourcing 76

outsourcing Call Center Consulting Consulting 76

Edify

MAY 19, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx. Largest multi-million-dollar contract to date and 3x growth with existing customers mark successful first quarter.

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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.

Customer Experience

SharpenCX

MAY 19, 2021

Why be great when you can be exceptional? One brand is taking that mantra and running with it, and that’s Grubhub. The Chicago-based company is the Emmit Smith of the restaurant delivery game. For our readers that don’t know sports, Smith is the all-time leading rusher in NFL history with 18,335 yards. Which is exceptional – much like Grubhub.

Customer Service 67

Customer Service Customer Experience Call Center Accountability 67

GetFeedback

MAY 19, 2021

An overview of customer care the role it plays in the overall customer experience.

Customer Care 88

Customer Care Customer Service Customer Experience 88

aircall

MAY 19, 2021

In the past year, most people were forced to put off travel season because of COVID-19. Would-be travelers dashed their hopes of visiting family, escaping to the beach, or going on an adventure to scratch off their bucket list due to border closures and city or country-wide shutdowns. Things were even more dismal for the travel and tourism industries as flights were grounded and hotels and restaurants closed by choice or government order.

Government 62

Government Entertainment Call Center Marketing 62

ChurnZero

MAY 19, 2021

ChurnZero is proud to announce that it has been named a Category Leader for Customer Experience Software by GetApp. Category Leaders are designed to help small business evaluate which software products may be right for them. . “It gives us great pleasure to be recognized as top tier choice in GetApp’s Customer Experience category, ” says ChurnZero’s Chief Customer Officer, Abby Hammer. “As this leader ranking is based on our positive customer reviews, we would like

Chief Customer Officer 59

Chief Customer Officer Customer Experience Engineering Feedback 59

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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.

Self service

TeamSupport

MAY 19, 2021

Customers deserve your attention. If you start neglecting your customers, then they’ll disperse to your competitors. On the other hand, if you send too many emails, then people will unsubscribe from your emailing list. How do you strike the right balance? It will be different for B2C businesses than for B2B. Here are 7 types of follow-up emails that help improve customer loyalty in either case: 1.

Sales 59

Sales B2B B2C Feedback 59

CSM Magazine

MAY 19, 2021

With shops, pubs and restaurants re-opening their doors and hairdressers working all hours to keep up with demand, the future looks promising for business. Rob Crutchington of Encoded shares his three-point checklist for businesses as they prepare to welcome back customers with a new-found confidence to spend, spend, spend. Strategists and economists are predicting a similar consumer boom to that seen in the Roaring Twenties, between the wars and after the Spanish Flu pandemic.

Interactive Voice Response 59

Interactive Voice Response Banking Customer Experience Management 59

Playvox

MAY 19, 2021

Uniting your team can be tough, even under the best circumstances. As hybrid workforces become more common, contact center managers have to get even more creative to keep everyone feeling connected, productive, and engaged.

Best practices 52

Best practices Contact Center Management 52

CSM Magazine

MAY 19, 2021

Customer service expert John Tschohl outlines eleven key steps for successfully remembering and using your customers’ names to create memorable customer experiences, passion and loyalty. Very few companies remember and use their customers’ names. Employees rarely, if ever, remember and consistently use the names and remember the faces of the customer they see most often, let alone the customer they see only occasionally.

Airlines 59

Airlines Customer Service Personalization Technology 59

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!

Feedback

Injixo

MAY 19, 2021

Skill-based routing (SBR) has been around almost since the dawn of call centers. Since then, call centers have become multi-channel contact centers and the move towards omnichannel communications means that SBR is more relevant than ever. What is skills-based routing? SBR enables calls and other contacts to be queued simultaneously to more than one group of agents, optionally in a preferred order according to rules defined by the administrator.

Call Center 52

Call Center Contact Center Consulting Consulting 52

Comm100

MAY 19, 2021

If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with this past year. And while many hope that this will come to an end soon, it might be a while longer until everyone can be back at the office. For some companies the future is hybrid, with part or all of the workforce splitting their week between home and office.

Customer Service 52

Customer Service Coaching Personalization Management 52

5CA

MAY 19, 2021

It’s good business, in every sense, to look after your VIPs. Good for them, rewarding them for their customer loyalty and advocacy, and good for your repeat revenues and bottom line. But just how do you do it?

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delighted

MAY 19, 2021

Each Delighted iOS App update makes it easier than ever to keep track of how customers feel about your product, service, or overall brand. With our latest release, you’ll be able to monitor all the latest feedback for the Trends you’ve created in your Delighted Dashboard. Download the Delighted App today. Check in on the Trends that are most relevant to your line of business, and get notified each time a new piece of feedback comes in by Trend, Property, and/or sentiment.

Feedback 52

Feedback 52

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

Journey mapping

CSM Magazine

MAY 19, 2021

Chatbots continue to grow in popularity and offer a wide range of benefits for businesses. A chatbot is a great way to provide instant support to your customers without having to hire additional employees. Together with a comprehensive knowledgebase, many businesses are beginning to utilize this AI driven technology and now is one of the best times to take advantage of these innovative services.

Chatbots 52

Chatbots Wait times Engineering Enterprise 52

Injixo

MAY 19, 2021

Skill-based routing (SBR) has been around almost since the dawn of call centers. Since then, call centers have become multi-channel contact centers and the move towards omnichannel communications means that SBR is more relevant than ever. What is skills-based routing? SBR enables calls and other contacts to be queued simultaneously to more than one group of agents, optionally in a preferred order according to rules defined by the administrator.

Call Center 52

Call Center Contact Center Consulting Consulting 52

CSM Magazine

MAY 19, 2021

Capita today announces that it has signed a contract expansion with Southern Water to provide several new technology solutions to their existing customer service contract. Capita will integrate a range of new AI technologies into Southern Water’s services and systems, providing a faster and more seamless service to its customers. Capita will deploy Amazon Connect technology to deliver automated identification (ID) and verification services, and web chat facilities, as well as conversational inte

Interactive Voice Response 52

Interactive Voice Response Technology Customer Service Government 52