Thu.Sep 17, 2020

Should All Customer Feedback Be Considered Equal?

Satrix Solutions

Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization.

Creating a Culture of Exceptional Service

CCNG

David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency.

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Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out.

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Contact Center Pipeline

Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

What Do They Think of Me? – Tip #16

Steve DiGioia

Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against.

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8 Customer Success Myths That Need Busting

Nicereply

Customer success should be about the customer, about using your product to add value to others. Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment.

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Introverted vs. Extroverted: The Pros and Pitfalls of Personality Traits in the Contact Center

Fonolo

It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails.

The Importance of Context in Customer Service

Customer Service Life

Image by Gerd Altmann from Pixabay. I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger of wildfires reaching us.

Transforming Customer Service – What to Look for in a Conversational AI Tool

CSM Magazine

Demand for immediate, 24/7 support is at an all-time high. With the COVID-19 crisis causing a significant increase in customer inquiries, more businesses are turning to Conversational AI to sustain and improve customer and employee communications.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Enabling an Agile Workforce for Organizational Success

NICE inContact

The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues.

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

BlueOcean

That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather.

How Contact Centres Have Evolved in 2020: Four CX Transformations You Can’t Miss

NICE inContact

2020 has transformed the way life looks both inside and outside the workplace, with a lasting impact that’s still affecting contact centres around the world. What does the global COVID-19 pandemic mean for contact centres? How are customers and agents evolving?

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Monthly Update: Boost Your Net Promoter Scores and Workplace Collaboration with Cisco Contact Center Solutions

Cisco - Contact Center

Keeping Customer Experience Top of Mind. Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Display Phone Presence Information Throughout Your VirtualPBX Plan

VirtualPBX

In a previous blog post, we talked about how Busy Lamp Field (BLF) on a hardware phone can be used to determine a user’s status on your phone system. Did you know that this status, also known as phone presence information, can be shown in other devices, including our desktop softphone?

How to Give a Customer Bad News with Surprising Confidence (and without negative backlash)

Myra Golden

We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” ” “We’ve temporarily closed a number of our call centers for the safety of our employees.

It’s time to get your call center ready for the 2020 Holiday Season

Stafford Communications

It’s time to get your call center ready for the 2020 Holiday Season. For decades, the US retail industry has experienced two giant peaks every year—one around back-to-school shopping at the end of summer, the other centered on Black Friday, Thanksgiving, and shopping for the holidays.

My Next Webinar with IntelePeer - CPaaS to Power the New CX

Jon Arnold

September is always busy, and it’s holding true for me. Got another webinar to tell you about - this one is hosted by Channel Partners Online and sponsored by IntelePeer. The CPaaS space is quite versatile, and contact centers are finding lots of ways to use these platforms.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Improve Call Center Security

Working Solutions

Europe’s wide-reaching General Data Protection Regulation (GDPR) has led to millions of dollars of fines levied on American companies for failing to comply with the EU’s consumer data protection policies. Now, U.S.

Everything About 702 Area Code

JustCall

702 area code phone numbers cater to Las Vegas, Nevada, and nearby areas including Winchester, Spring Valley, and Henderson. Being one of the top tourist hotspots in the world, Las Vegas is a good destination for business.

Has COVID Changed the Way You’re Thinking About Call Volume?

Language I/O

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Creating Engaging Content Experiences within a Virtual Event

Influitive

It’s hard to believe that Influitive Live 2020 was already a month ago! Like many other companies, we had to pivot to a virtual event which brought both opportunities and challenges.

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Conversations by Vanilla Forums

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

The Power of Personalized Customer Experiences

Strikedeck

Zahra talks about the benefits of building a personalized customer experience. Customer Success Customers Onboarding saas value realization

Embracing a New Customer Engagement Paradigm for the Next Normal with Greg Mitchell

LiveVox

How do you get buy-in for a digital transformation project? In this episode of Thoughtline, we discuss how to unlock the power of digital across your financial organization to imagine the branch of the future. Full Transcript Boris Grunschpun: [00:00:00] Yeah, good afternoon, everybody.

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Resort Trades Webinar with David Stroeve

Customercount

Join David Stroeve for the Resort Trades Lunch Bunch webinar as he shares strategies and principles to increase your marketing effectiveness and company profits. The post Resort Trades Webinar with David Stroeve appeared first on CustomerCount. Events webinar

5 Ways Voice Analytics Software Plays an Integral Role in Improving Customer Experience

CSM Magazine

Exceptional customer service is the backbone of any good call centre. However, even the most talented agents and experienced managers don’t always equate to the best possible service.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

8 Frequently Asked Questions about Contact Center Planning with Excel

Injixo

Excel is still the tool of choice for many contact center planners when it comes to staff planning. It's often used to create workload forecasts and staff rosters, especially by small to medium-sized contact centers.

Creating a strong value proposition in challenging times

Hello Customer

Last week we kicked off our brand-new webinar series. Every month, our CEO Leslie will interview an expert in their field. Our first guest was CX mastermind Steven Van Belleghem , together they discussed how organizations can create a strong value proposition for their customers in challenging times.

A Guide to Helping Employees During the Ongoing Pandemic

ChaseData

The COVID-19 pandemic of 2020 has been unlike anything people in today’s working world have experienced in their lifetimes. Every part of modern life, from schools to medical facilities, to public and private office spaces and beyond has been impacted by the global scale of this horrible virus.