Calltools
MARCH 3, 2021
“By failing to prepare, you are preparing to fail.” ? Benjamin Franklin. You can find a hundred quotes about the value of preparation, and they would all be right. No business effort can succeed without the proper planning, including your outbound dialing strategy. You need to prepare an in-depth strategy for your agents so that they can close sales on your products or services.
ShepHyken
MARCH 3, 2021
It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. Falling into the latter category of what I don’t love is checking luggage. I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
MARCH 3, 2021
Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.
Myra Golden Media
MARCH 3, 2021
Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.
Advertisement
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.
CX Global Media
MARCH 3, 2021
If you ever imagine yourself rising as a leader or a customer experience professional, there is a need to carefully consider career tips from already. Read more. The post Career Guidance: 9 Pieces of Advice for Leaders and CX Professionals appeared first on Customer Experience Strategy and Tactics.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Global Media
MARCH 3, 2021
Great Customer Experience is like adding heat to CX. Most areas in the United States are generally cold, and you need to bring a little. Read more. The post Great Customer Experience: Tips and tricks You Can Learn To Improve Your CX appeared first on Customer Experience Strategy and Tactics.
NameShouts
MARCH 3, 2021
Not so long ago, the Internet seemed like a vast, endless landscape, where one could rejoice in connecting with like-minded folk. Security and privacy were concerns, of course, but they were concerns you could handle. That Internet seemed like a place of possibility. But it seems further and further away from reality today. Today’s Internet is a scary place.
CSM Magazine
MARCH 3, 2021
Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.
Lumoa
MARCH 3, 2021
In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.
Advertisement
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
TeamSupport
MARCH 3, 2021
In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.
ChurnZero
MARCH 3, 2021
Last week SaaStock hosted their 2nd annual SaaSock Remote event, which was focused on helping SaaS leaders gain traction, grow and scale in a hybrid world. . Did you know that 92% of SaaS companies fail within 3 years due to poor product-market fit, lack of cash flow, and/or overall mismanagement? Being a part of an expert-led community like this SaaStock Remote event gives access to the knowledge and experience SaaS leaders need. .
NICE inContact
MARCH 3, 2021
Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers.
Jon Arnold
MARCH 3, 2021
2021 continues to be busy, and my monthly newsletter is the best way to keep tabs on what I’m up to, writing about and speaking about. The March edition of JAA’s Communications and Collaboration Review went out yesterday, and our latest Watch This Space podcast episode went live as well. Subscribers would know all that by now, and otherwise, if you want to be in that group, it’s easy.
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.
Voiance
MARCH 3, 2021
On January 13, the Consumer Financial Protection Bureau (CFPB) released a statement encouraging financial institutions to make their products and services more accessible to limited-English-proficient (LEP) customers.
Talkdesk
MARCH 3, 2021
As revealed in a new report by Talkdesk ResearchTM, heightened patient expectations are forcing the hand for providers on a global scale. Talkdesk Research focuses on delivering industry-leading thought leadership on customer experience. The Patient Experience (PX) Revolution in Healthcare represents the second report in a series on how experiences are evolving across industries.
GetFeedback
MARCH 3, 2021
Positive customer relationships are crucial to the success of your company. Here's why.
Edify
MARCH 3, 2021
The past few months, I have seen endless articles anticipating a return of 'The Roaring 20s' post-pandemic, referring to the end of World War I and the Spanish Flu pandemic that ushered an era of culture, creativity, and unimaginable prosperity in the 1920s.
Advertisement
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.
LiveVox
MARCH 3, 2021
Onboarding new call center agents is overwhelming in any field, but even more so in the customer service industry. Aside from getting acclimated to the bustling, busy environment and learning their way around a whole new set of tech tools, agents must have their skills put to the test in front of real, live customers. […]. The post 5 Point Checklist for Onboarding New Call Center Agents appeared first on Livevox.
Unymira
MARCH 3, 2021
Cloud migration remains high on this year's agenda for CIOs. The transformation of IT is well underway, but in addition to the intended benefits, there are many hurdles to overcome. The path to the cloud requires time and a willingness to change, as well as the courage to invest in new processes and tools. For successful modernization, all those involved must pull together: IT, business departments, and management.
TCN
MARCH 3, 2021
This past year, call centers have realized one thing. To stay on top of customer. The post How To Ensure Competitive Advantage With Virtual Call Center Software appeared first on TCN.
CSM Magazine
MARCH 3, 2021
VeriCall today announces that it has been recognized as the Best in the World with two GLOBAL GOLD awards at the 15 th Top Ranking Performers Awards from Contact Center World for ‘Best Contact Centre (Outsourced)’ and ‘Best In Customer Service’. . The 2020 Awards, which were given out on Feb 25th at an international online event, attracted more than 2000 entries from over 70 nations.
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!
5CA
MARCH 3, 2021
Benjamin Schmidt is an engagement and comms lead here at 5CA. He’s played a key role in helping us establish an inclusive remote work culture, and here he talks about what he loves about a WFH culture that we think is pretty special - and why that might be.
Vcaretec
MARCH 3, 2021
(v)WeCare is a top-of-the-line customer service provider. We help dozens of customers in several different industries to deliver high-quality customer service to their customers over the phone, via email, on live-chat, and on social media. We specialize in first call resolutions and work with some truly outstanding customer service professionals. Here are 20 reasons why we should be your call center service provider : We started as a call center support company.
Playvox
MARCH 3, 2021
It’s not easy being a call center agent these days.
COPC
MARCH 3, 2021
WINTER PARK, Fla. — (March 3, 2021) — COPC Inc. , a global consulting, certification, research and training firm that has set the standard for customer experience (CX) operations for 25 years, is pleased to announce the launch of a new CX leadership program designed to bring recognition to organizations that have proven their technology supports compliance to the highest industry standard.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Blueship Call Center
MARCH 3, 2021
Many companies run call centers in-house, while others prefer to outsource call center to third-party vendors. Outsourcing is a great way to cut cost and access elusive skills of professional agents. However, there are many outsourcing ventures that fail miserably because of one reason or another. The cause of failure ranges from compromised security to the ineptitude of management and staff.
Zappix
MARCH 3, 2021
The impressive market demand for self-service solutions illustrates an acceleration in digital transformation due to COVID-19 and reflects the record growth Zappix saw in 2020. The company notes four key trends that dominate customer service solutions this year.
SmartKarrot
MARCH 3, 2021
Losing your customers to your customers is no fun in any way. Be it the paucity of customer service skills, high price, or unavailability of favorite products – loss is a loss. A recent study states that US businesses lose about $62 billion every year due to inadequate customer service skills. On that note, promoting strong customer success emotional intelligence might keep you from these concerning numbers.
Expert insights. Personalized for you.
52 
Let's personalize your content