Mon.Jan 18, 2021

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International Contact Centre Operations Tips & Best Practices

Callminer

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. International contact centres face many of the same obstacles as domestic contact centres, but they must also overcome language and location-related barriers to function properly. With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping t

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5 Top Customer Service Articles For the Week of January 18, 2021

ShepHyken

Each week I read a number of 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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. (ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

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McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot? And how does this affect the customer experience? By now you must have heard about the famous “McDonald’s Hot Coffee Case”.

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The top trends that will shape CX in 2021

TELUS International

What can you expect from 2021 when it comes to digital customer experience (CX) trends? Two TELUS International executives share their predictions and advice.

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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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If we can see it, we can fix it: How vision is expanding the roles of customer service staff

TechSee

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent. Likewise, agents are now empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.

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Spearline enhances Chilean cover adding mobile alongside fixed-line support

Spearline

Welcome Chile 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 announce that Chile mobile is now certified, and is available for immediate testing.

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Mitchell: Excellence in the B2B Customer Experience

NICE inContact

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process. That’s where Mitchell comes in: We bring together a wide variety of experts, technology solutions, networks, and partners to boost better claims outcome and restore lives.

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The Only Customer Service Checklist You’ll Need in 2021

HelpCrunch

Checklists are awesome! I create tons of them every day in an endless pursuit of better productivity and an orderly schedule. This love is rather unrequired, though. I rarely manage to cross off all the [ … ]. The post The Only Customer Service Checklist You’ll Need in 2021 appeared first on HelpCrunch blog.

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Chatbot Evalutation Metrics and KPI’s

NobelBiz

When it comes to KPIs, even the most knowledgeable contact center experts can get lost in them. To help you, here are the 5 most critical indicators to your evaluation of Chatbots. The post Chatbot Evalutation Metrics and KPI’s appeared first on NobelBiz®.

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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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The Top 5 Procedural Coaching Challenges

Amplifai Coaching Category

Skill gaps are growing – because of the continued digital evolution and increasing necessity for contact center Agents to apply deeper relationship-building, multi-tasking, and problem-solving skills.

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Chatbot Evaluation Metrics and KPIs

NobelBiz

The chatbot is not a new technology but it remains revolutionary in its use. Today more than ever, it is a perfect support tool and a true key component of the omnichannel strategy. However, when it comes to contact centers, the strategy involves planning, analysis, and above all numbers. Here’s everything you need to know about chatbot evaluation metrics and performance indicators.

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Quiq’s Newest Partner – Snaps Brings End-to-End Sales and Support on Instagram and More

Quiq

Share This Story Quiq is thrilled to announce its integration with Snaps , the leading platform for connecting consumers and businesses in messaging. As partners, Quiq and Snaps now offer retailers and eCommerce brands highly-intelligent, end-to-end conversations on today’s most popular messaging channels including webchat, SMS, Apple Business Messages, WhatsApp, Facebook Messenger, WeChat, and more.

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Acquire BPO surprises one lucky Dominican employee with a RD$1 million reward

Acquire BPO

Ending the year on a high note, we announced the winner of our #AcquireAMillion program during our virtual End-of-Year Party on 19 December 2020. Froilan, a Customer Support Associate for one of our US accounts, was randomly selected out of nearly 800 employees who entered for a chance to win. “I was in shock… I didn’t speak into the call… And when they told me I won, I was too shocked because I didn’t believe it. ” He adds, “I’m thinking of buying a car because I want to go to work [more] faste

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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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Formal vs. Casual: Which Style Is Best for Customer Service?

Quiq

Share This Story The use of formal or casual language by a customer service representative sets the tone of engagements that can either impress or frustrate. The best type of language to use often depends on the industry, but not always. Here’s a breakdown that gives valuable guidance for customer interactions and helps agents feel more confident in their communications.

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JustCall Gets the 'Best Business Phone Service 2021' Award

JustCall

We are thrilled to receive the 'Best Business Phone Service 2021' award from Digital.com. Coming from a platform that awards business tools on the basis of real reviews, this comes as a great source of validation for our team at JustCall. About Digital.com's 'Best Business Phone Service' Award. Digital.com is an online platform that publishes trusted, real reviews about business tools.

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Quiq’s Newest Partner – Snaps Brings End-to-End Sales and Support on Instagram and More

Quiq

Share This Story Quiq is thrilled to announce its integration with Snaps , the leading platform for connecting consumers and businesses in messaging. As partners, Quiq and Snaps now offer retailers and eCommerce brands highly-intelligent, end-to-end conversations on today’s most popular messaging channels including webchat, SMS, Apple Business Messages, WhatsApp, Facebook Messenger, WeChat, and more.

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JustCall Gets the 'Best Business Phone Service 2021' Award

JustCall

We are thrilled to receive the 'Best Business Phone Service 2021' award from Digital.com. Coming from a platform that awards business tools on the basis of real reviews, this comes as a great source of validation for our team at JustCall. About Digital.com's 'Best Business Phone Service' Award. Digital.com is an online platform that publishes trusted, real reviews about business tools.

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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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Formal vs. Casual: Which Style Is Best for Customer Service?

Quiq

Share This Story The use of formal or casual language by a customer service representative sets the tone of engagements that can either impress or frustrate. The best type of language to use often depends on the industry, but not always. Here’s a breakdown that gives valuable guidance for customer interactions and helps agents feel more confident in their communications.

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Call Center Security Tips

Working Solutions

Security Fundamentals In an information-driven era data security tops the list of importance in any contact center. Billy West, our vice president of information technology, provides some insight and a few fundamental tips on protecting data and privacy in call centers. Start smart. End secure. For me, four words sum up call center security best: […].

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Empowering Skill-Building & Performance with a DIY-Learning Culture

Amplifai Coaching Category

Technology is enabling us to model consumer like-learning and empower our teams to take part in their own self-learning journeys – simultaneously driving engagement and performance, and reinforcing developmental conversations!

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Protected: Five brands to watch in 2021 (according to customers)

C Space

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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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How to deploy decision trees at every customer touchpoint?

Knowmax

How to deploy decision trees at every customer touchpoint?

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SaaS Growth Levers: The Entrepreneur’s Guide to SaaS Success

SmartKarrot

Many entrepreneurs have joined the bandwagon of SaaS industry, but they are yet to realize that SaaS growth model is quite different from traditional ones. A deep understanding of SaaS growth levers can take your business to the next level. However, there are multiple factors at play and we will look into them individually in this blog. SaaS is a growing industry.

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4 best software documentation practices

Knowmax

4 best software documentation practices.

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Jan 18 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: New York, NY, US Organization: BetterCloud As a Director of Customer Success, you will increase renewal rates and reduce churn. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health. Standardize activities for CSMs for each point in the journey, including the engagement model for teams.

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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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The TechSee Delivery Team – Driving change through exceptional delivery

TechSee

How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that. And that’s just one of our goals at TechSee (hopefully also stopping you from tearing your hair out). .

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The new rules of engagement (according to customers)

C Space

The new rules of engagement (according to customers). How did 2020 change the rules of engagement between customers and brands? For nearly a decade, we’ve tracked the connection between companies and customers. What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty.

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Powering the Modern Listening Enterprise

Tethr

This material originally appeared as part of our Resources video series. View the original here. Hi, this is Matt Dixon, and I’m the Chief Product & Research Officer here at Tethr, and I’m here to tell you a little bit more about what makes Tethr unique, and specifically how we power the modern listening enterprise. The Customer Experience (CX) Journey.