ShepHyken

JULY 23, 2021

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .

Feedback 393

Feedback Surveys Management Employee engagement 393

Customer Service Life

JULY 23, 2021

Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each “Oh Sh*t Kit”, you’ll find things like Tylenol, lip gloss, a scrunchie, hydrating face mask, sunscreen, body lotion, an electrolyte beverage, mints, tissues, bandaids and more. You just never know what will happen and you want to be prepared!

Customer Service 132

Customer Service Education Feedback Best practices 132

Ansafone

JULY 23, 2021

Call center technology advances with the times to prioritize customer and client needs. In the modern age, artificial intelligence (AI) is a staple in the business world. AI is also present in the day-to-day operations of contact centers where it shapes customer satisfaction and business analytics. AI aids contact center operations to produce the most … Hand in Hand: How Contact Centers and Artificial Intelligence Work Together Read More ».

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Contact Center Call Center Analytics Technology 118

HelpCrunch

JULY 23, 2021

It was one of those autumn days when it rained cats and dogs. Having forgotten my umbrella at home, I walked down the street shivering from the cold and searching for a place to hide. [ … ]. The post 8 Poor Customer Service Examples from Real Life appeared first on HelpCrunch blog.

Customer Service 118

Customer Service 118

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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.

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. FBC Asia Pacific’s operations are unique. The company provides both office-based and work-at-home (WAH) solutions with employees reporting from their home offices located throughout the country.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

Eptica

JULY 23, 2021

Date: Friday, July 23, 2021 Author: Guest author: Colin Shaw The Peak-End Rule and what it means for customer service. Published on: July 23, 2021. Author: Guest author: Colin Shaw Understanding the psychology of customer interactions is key to delivering the right experience, at the right time. But how can companies ensure that they are creating the right emotions on every call?

Customer Service 85

Customer Service Best practices 85

aircall

JULY 23, 2021

This article is a part of our series about building the ultimate hybrid workplace. Learn about how to leverage collaboration while working with both in-person and remote employees and how to hire hybrid employees. Before the pandemic, remote work was starting to gain traction. But as the COVID-19 virus became a worldwide threat, it transformed into a survival tool that allowed businesses to continue operations while following quarantine protocols.

Real estate 62

Real estate Construction Personalization Employee engagement 62

Guru

JULY 23, 2021

Scaling your business always involves a fair number of growing pains. Taking your team from 50 people to 500 and your revenue from $1 million to $10 million (or $100 million!) can mean changing everything from offices, processes, and branding, to something as huge as the company name.

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Aspect

JULY 23, 2021

The merger of Noble Systems and Aspect Software – now Alvaria – has created the definitive leader in outbound compliance, thus allowing business to reach more customers at the right time, on their channel of choice. . Aspect Unified IP is the premier enterprise contact center solution for high volume, compliant customer outreach. Aspect Unified IP powers millions of interactions every day and is utilized by more outbound contact centers than any other solution.

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Best practices contact center solutions Contact Center Enterprise 62

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

Grupo Noa

JULY 23, 2021

One common question is circling around when is up to lead generation services: So is it worth the effort? A quick online research revealed yes! Companies with mature lead generation and management practices have a 9.3% higher sales quota achievement rate. Lead generation, the marketing process of stimulating and capturing interest in a product or service for the purpose of developing a sales pipeline, allows companies to nurture targets until they’re ready to buy.

virtual call center 52

virtual call center B2C B2B outsourcing 52

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. FBC Asia Pacific’s operations are unique. The company provides both office-based and work-at-home (WAH) solutions with employees reporting from their home offices located throughout the country.

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

C Space

JULY 23, 2021

Introducing the Express Arena. By Jessica DeVlieger, Global CEO. 3 A surprising new behavioral trend has been observed in the UK; British people – a nation famously obsessed with class – are starting to hide their privilege. In January 2020, Sam Friedman, a sociologist at the London School of Economics noticed in the annual British Social Attitudes Survey: 47% of people who work in middle-class professional jobs identified as working class, and 24% of people whose fathers worked

Big data 52

Big data Surveys Marketing Customer Experience 52

Helpware

JULY 23, 2021

Looking for a fresh team that has a modern approach to outsourcing? Looking to scale your business, delight your customers and conquer your market? Helpware is the team that you need! Based in Lexington, Kentucky, we are the all-around “People as a Services” business leading customer service and back office teams that drive experience and transformation.

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outsourcing Marketing Customer Service 52

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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

C Space

JULY 23, 2021

The Renaissance of “Me”. By Franco Bonadio, Managing Partner, Human Truths Bill Alberti, Managing Partner, Human Truths Machiko Wilson, Associate Consultant. 3 By default, we tend to look at one thing as “better than” another. It doesn’t really matter what it is. You can believe that “more is better than less”. Or “less is better than more.” It’s that one is “better than” the other.

Wireless 52

Wireless Consulting Consulting Sales 52

Grupo Noa

JULY 23, 2021

One common question is circling around when is up to lead generation services: So is it worth the effort? A quick online research revealed yes! Companies with mature lead generation and management practices have a 9.3% higher sales quota achievement rate. Lead generation, the marketing process of stimulating and capturing interest in a product or service for the purpose of developing a sales pipeline, allows companies to nurture targets until they’re ready to buy.

virtual call center 52

virtual call center B2C B2B outsourcing 52

SmartKarrot

JULY 23, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Storm2 As a Vice President of Customer Success, you will leverage business metrics and customer feedback to help build, implement and enforce a repeatable process for both the shopper and merchant support. Provide consistent visibility to customer / operational metrics plus analysis of trends, working closely with the Chief Risk Officer.

Engineering 10

Engineering Enterprise Upselling Metrics 10

Totango

JULY 23, 2021

What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game. He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

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

Uniphore

JULY 23, 2021

Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons. Both of these situations would be totally unacceptable. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.

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Contact Center Call Center Morale Employee engagement 98

C Space

JULY 23, 2021

Luxury isn’t what it used to be. By Lidi Grimaldi and James Schoonmaker. The Express Arena encompasses industries, sectors, and businesses that have traditionally targeted desire over need. But as new, and unexpected players enter this arena, fundamental questions resurface: why do consumers desire certain products and experiences over others? Neuroscience is teaching us that ‘self-expression’ might be one – if not the most important ways for people to connect, navigate and grow with each other.

Construction 52

Construction Personalization Management 52

Provana

JULY 23, 2021

Today’s customers expect value-driven, tailored, contextual and sympathetic experiences across their preferred channels. While businesses need to learn how to achieve high customer satisfaction, they are continuously challenged by the need to adapt communication channels that assist them to improve customer service while streamlining internal procedures.

Analytics 93

Analytics Call Center Customer Service Technology 93

C Space

JULY 23, 2021

Generation Wealth. Looking back at the ostentatious tribes of the early 2000s. By Lauren Greenfield, Director of Award Winning Ad Campaign “Like a Girl”, anthropologist and writer. 3 LAUREN GREENFIELD/INSTITUTE. Xue Qiwen, 43, in her Shanghai apar?tment, decorated with furniture fro?m her favorite brand, Versace, 2005?. In 1994 Xue started a company tha?

Real estate 52

Real estate Morale Entertainment Construction 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