ShepHyken
JANUARY 22, 2021
This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.
Strikedeck
JANUARY 22, 2021
Vincent Manlapaz, in an interview with Nimesh Mathur talks about the evolving role of Customer Success as a competitive differentiator and why companies have started to look at it as a growth engine. The post Reorienting the Next Battle Ground of Competitive Differentiation first appeared on Strikedeck | Customer Success Platform.
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Hello Customer
JANUARY 22, 2021
Digital transformation accelerated in many companies over the past year. Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. As a service company, this can be challenging. How do you know if you still reach your customers?
kommunicate
JANUARY 22, 2021
In the past couple of years while working with large financial institutions and educational institutions we have learned a lot about customer service. When we started we saw customer service as a process to answer customer queries. However, soon we started seeing it as a great way to build loyalty, excite customers while ensuring satisfactory [.]. The post How to Build Your Customer Service Chatbot?
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ChurnZero
JANUARY 22, 2021
So, you signed up for a Customer Success gig and now your boss wants you to upsell? And expand? And have all those price increase conversations? “But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sa
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
aircall
JANUARY 22, 2021
Great problem-solving skills and a little empathy in customer service go a long way toward turning frustrated customers into loyal customers and brand advocates. Customer support representatives expect to get a large number of calls from upset customers. When they can turn those negative emotions around, it’s a great day! Whether your customer support representatives respond to customers in a positive or a negative way, how they handle customer calls is a reflection of your company and its cultu
Avoxi
JANUARY 22, 2021
How can I secure my VoIP system? What are my call center’s internal and external threats? How can we better protect our customer’s personally identifiable information or PII? What data laws does my call center need to comply with? These were the questions that IT and security leaders were asking as they prepared for 2020.… The post 6 Ways to Strengthen Business Communication Security in 2021 appeared first on AVOXI.
LiveVox
JANUARY 22, 2021
New requirements from the CFPB, published in October 2020 and December 2020, are designed to address concerns about debt collection communications. These rules apply to calling customers, but now for the first time ever, the CFPB has also issued rules around email and SMS. The first part of the ruling, released on October 30th, 2020, […]. The post What You Need to Do About the New CFPB Debt Collection Rules appeared first on Livevox.
delighted
JANUARY 22, 2021
To create a thoughtful customer survey, you need to decide what to measure, the sending method, and your survey audience. Even after careful consideration during the survey creation process, you notice your survey response rate is lower than expected. What could be causing this? Enter – nonresponse bias. Let’s break down the definition of nonresponse bias and how you can give your survey response rate a boost with 6 easy-to-implement tips.
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.
Jon Arnold
JANUARY 22, 2021
I produce many forms of thought leadership, including guest posts on blog sites, often for vendors in our space. To be clear, I don’t write about their products - that’s not what I do - but instead focus on the business problems their customers are having, and the role that new technologies and cloud offerings can play to address them. My latest along those lines is for SIPPIO , a company I’ve written about before.
inSided
JANUARY 22, 2021
Today’s customers have high expectations, and in SaaS, selling never really ends. B2B buying cycles are long and complex and a whopping 77% of buyers f eel like the process is very complicated and time-consuming. Customer Success
CustomerSuccessBox
JANUARY 22, 2021
I’m sure you would agree with me on the fact that customer success is the most important resource to help maintain customer trust in your business. And if given a chance, you’d like to be always with your customers, make them feel that you’re part of their team 24X7. Rather you don’t mind working right out of their office. Alas! Wishful thinking…In reality, it looks remotely feasible.
Enghouse Interactive
JANUARY 22, 2021
Customer expectations are continually rising – and what is important to consumers is also changing rapidly. For example, thanks to the pandemic use of digital channels such as email, chat and social media has increased dramatically, changing the channel balance of customer service operations. Understanding what customers want – and delivering it successfully – is therefore vital to businesses.
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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.
Blueship Call Center
JANUARY 22, 2021
Email support is a vital part of a company’s customer support platform. It is a text-based support channel that is more relaxed and laid back. When it comes to call center services , most companies give preference to voice-based communication. However, showing absolute neglect for the email support platform is not good for your business. Especially if you have millennials as your customers who are well-versed with email and use it as their preferred medium of communication.
SmartKarrot
JANUARY 22, 2021
Role: Customer Success Strategy, Director Location: Belmont, CA, US Organization: RingCentral As a Customer Success Strategy Director, you will define the Inside CSM overall strategy, including the customer coverage model across segments and products to arrive at the optimal impact for customers and achieve RingCentral’s desired retention and usage goals.
ViiBE Blog
JANUARY 22, 2021
This week, ViiBE co-founder and CEO Marc Prempain was pleased to participate in a live Q&A with Zendesk Startup Centra l where he discussed how ViiBE’s web technology has revolutionized remote assistance, and where industry trends are leading this technology. During the interview he dove into 3 main topics: Redirecting your focus during the global health crisis Upcoming collaborations with Zendesk The future of remote assistance.
Connecting the Dots
JANUARY 22, 2021
CCMC ~. A few years ago, I reviewed Voice of the Customer (VOC) processes at a leading auto company and a large telecom provider. In both cases, tens of millions were spent on customer surveys yet there was little to show for the effort and expense. In both cases, they had pursued current fads of applying Net Promoter Scores (NPS) to everything and surveying large numbers of individual transactions (using automated technology) for appraisal of individual service staff.
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!
SmartKarrot
JANUARY 22, 2021
Is it really 2021? Did we successfully make it through 2020 and the years ahead of that? Most importantly, have things changed over the realm of time, or are they extant? It is a given that the oddities of complex changes have surfaced on the face of Planet Earth but one that stays rooted are the customers and the value that we strive to woo them with, has not seen a massive change.
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