Contact Center Pipeline
APRIL 27, 2021
I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep making them. But as far as being entertained by them, I’m not. Superhero movies have been a staple in movie theaters […].
ShepHyken
APRIL 27, 2021
Diversity and Inclusion Within the CX Featuring Stacy Sherman. How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. They discuss Diversity and Inclusion and how it links to the Customer Experience.
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Callminer
APRIL 27, 2021
The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.
TELUS International
APRIL 27, 2021
Social selling, or social commerce, is revolutionizing the way organizations do business online. Here's how it can help you deliver a more satisfying customer experience.
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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.
Fonolo
APRIL 27, 2021
Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
APRIL 27, 2021
As a small business, you can’t be open all the time. You need time to go home and be with your family and your employees need the same thing. You may not be able to afford to have someone in the office to answer calls and help customers after hours, so you choose to work … Why Voicemail is Not an Effective Solution for After Hours Calls Read More ».
Help Scout
APRIL 27, 2021
For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?
OctopusTech
APRIL 27, 2021
In 2021, enterprises want to achieve the goals planned in the last year. Companies are now focusing more on customer support to enhance the customer experience. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Companies adopting new techniques may incur a hike in expenses but CX will make them stand out of the crowd. .
Help Scout
APRIL 27, 2021
Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter. My face was chapped, and my hands were raw as I checked in. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate.
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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
Edify
APRIL 27, 2021
It’s true. In the 1960s, the UK-based Birmingham Press and Mail installed Private Automated Business Exchanges (PABX) in order to have rows of agents handling customer contacts, paving the way for today’s modern call centers.
Help Scout
APRIL 27, 2021
While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. I’ve always enjoyed reading, but I can’t say that it was a nightly affair for me like it has become during this stunning storm of 2021.
Quality Contact Solutions
APRIL 27, 2021
It is so easy being the big guy on the block. And by big guy, I’m referring to e nterprise-size d companies. It seems like they have unlimited resources for just about everything they want to do in business, including marketing. As a small to medium-sized business (SMB) looking for call center services you may be concerned that you’ll end up being a small fish in a big pond.
Help Scout
APRIL 27, 2021
If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work. Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model.
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.
Education Services Group
APRIL 27, 2021
As a return to “normal” approaches, scalability of the Customer Experience takes a front seat. ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies.
ChurnZero
APRIL 27, 2021
As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. And we thought, who better to ask than those that chose to invest in us along the way. In this article we will share some enlightening Q&A with our lead investors from our seed, Series A, and Series B funding rounds.
delighted
APRIL 27, 2021
Guest contribution by Christopher Beck, Product Manager at MediaMath. For many product managers, customer feedback is the key to making a product successful. This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Great product managers avoid failed products and stay ahead of changing attitudes by actively engaging their target audience in honest discussion.
Nicereply
APRIL 27, 2021
Candidly sharing your thoughts will make you better equipped to recognize and deal with imposter syndrome. We’ve all heard the phrase, “ fake it ‘till you make it ,” but we also know that’s easier said than done. So, to draw on another cliche, we’ll use the metaphor of plants. People judge a plant by how well they “ thrive ,” hence the phrase, “ bloom where you are planted.
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!
Help Scout
APRIL 27, 2021
For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. A 25% difference in activation increased MRR by 9.3% more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention.
Tethr
APRIL 27, 2021
This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to the final episode in our five-part learning series! In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision.
Help Scout
APRIL 27, 2021
Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. If you have a question you’d love Patto to answer, send it to editorial@helpscout.com. Balancing soft-skills with technical ability. Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product?
Tethr
APRIL 27, 2021
This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to the final episode in our five-part learning series! In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision.
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
Help Scout
APRIL 27, 2021
Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10! Our 10-year mission As a certified B-Corp, one of Help Scout’s most important goals is to be a force for good in protecting the natural world.
Tethr
APRIL 27, 2021
This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to the final episode in our five-part learning series! In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. In today’s episode, we’re gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision.
TeamSupport
APRIL 27, 2021
Artificial Intelligence has had a massive influence on everything related to business. It’s not just the tech industry that has felt its impact, but also pretty much any other industry thanks to the versatility that is so characteristic of AI. Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike.
ConvergeOne
APRIL 27, 2021
As companies look to modernize their IT systems to compete in today’s digital world, cloud is the vehicle of choice to accelerate digital transformation. Just a few years ago, there was an idea that just getting to the cloud would provide all the answers, and we observed a hastened rush to the cloud that didn’t always prove out. The takeaway is that organizations should be taking the time to develop a comprehensive cloud strategy that addresses their specific business needs and ensures they are
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.
Strikedeck
APRIL 27, 2021
Vincent Manlapaz, in an interview with Kristi Faltorusso talks about the keys to improving customer satisfaction and making them loyal to our business. The post Making an Impact During These Unprecedented Times (Part 2) – Kristi Faltorusso, Founder of CS Real Simple (Former VP of CS at Intellishift and BrigthEdge) first appeared on Strikedeck | Customer Success Platform.
Omnicus
APRIL 27, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same.
Help Scout
APRIL 27, 2021
Launched in January 2021, LanguaTalk is a marketplace platform for online language tutoring. It’s a fast-growing U.S. startup with students and tutors across the world, and it currently offers six languages, with plans to cover all major languages by the end of the year. We interviewed Alex Redfern, one of the founders, to find out how the company is using Help Scout to support its operations.
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