ShepHyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.

Customer Service 326

Customer Service Self service Feedback Management 326

CCNG

APRIL 13, 2022

??Efficiency, Productivity, Resourcefulness. ?At the end of the day, we’re always looking to make things in business run smoother and faster while maximizing throughput and potential revenue. Henry Ford demonstrated that an industrial line is at its best when the fewest, but most repeatable actions take place. We’ve taken this logic and applied it to every facet of our professional environments.

CCNG 195

CCNG Sales Personalization Management 195

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Some people think AI may harm industries since it could take over human tasks. However, using technology to perform repetitive tasks better allows us to evolve human effort.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Business today moves at the speed of light.

Enterprise 91

Enterprise Technology Personalization Customer Experience 91

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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

Surveys

SQM Group

APRIL 13, 2022

2021 had the highest agent turnover rate that SQM has seen in over 25 years. SQM Group has developed a work from home agent recognition solution to help lower turnover by increasing employee engagement and motivating agents to improve customer service.

Employee engagement 87

Employee engagement Customer Service 87

HelpCrunch

APRIL 13, 2022

If you have already enjoyed the taste of life and experienced all the benefits of live chat support, you might be ready for something more. Something that could automate your customer support as hell. Truth [ … ]. The post Have You Tried These 6 Chatbot Ideas for Customer Support Automation? appeared first on HelpCrunch blog.

Chatbots 62

Chatbots Customer Support 62

aircall

APRIL 13, 2022

Customer-centricity is one of our key core values at Aircall, but we believe that if we want to quickly deliver amazing features, we have to focus on the developer experience as well. To improve the experience for our developers, we’ve built processes and tools to help our developers review, test, and ship high-quality features, faster. The Context.

Engineering 62

Engineering Customer centricity Management 62

Jon Arnold

APRIL 13, 2022

I recently attended Enterprise Connect , and now I’m at Channel Partners in Las Vegas. No Covid yet, phew - it must be true, because I’m the only one wearing a mask here. Both events are produced by Informa Tech, and between these two, I sure am seeing the bigger picture in the communications technology space. It’s pretty go-go here, and my next panel session is coming up, so I just have time to squeeze out a quick post.

Enterprise 59

Enterprise Sales Technology 59

CSM Magazine

APRIL 13, 2022

Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing.

Analytics 59

Analytics Coaching Best practices Technology 59

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

Provide Support

APRIL 13, 2022

The post How Virola changes the way you Secure your Data appeared first on Provide Support Blog.

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COPC

APRIL 13, 2022

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also be an opportunity to boost the Net Promoter Score (NPS). Customer support plays a significant role in how customers feel about an organization. In fact, 84% of customers say that their experience with an organization’s customer service department is important or very important in shaping their opinion of that organization.

Self service 52

Self service Benchmark Contact Center Technology 52

Integrity Solutions

APRIL 13, 2022

From customer service to marketing to product development, the job of selling is no longer confined to those people working within the sales organization. But just because leaders are on board with the notion than “everyone is in sales,” that doesn’t mean everyone is comfortable with taking on that role. What Does Mean To Have A Sales Mindset?

Sales 52

Sales Customer Service Banking Customer Experience 52

LiveVox

APRIL 13, 2022

When a customer needs help on the go, is in a hurry or just doesn’t feel like talking to an agent on the phone, live chat is a great option for providing support. But live chat benefits extend beyond convenience; it’s an affordable and effective channel for driving sales and conversions, boosting agent productivity and lowering costs. The post The Benefits of Live Chat appeared first on Livevox.

Sales 52

Sales 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

CSM Magazine

APRIL 13, 2022

Whatever you are doing, what counts the most is the way you articulate yourself and how you sound to others. When doing business, your partners and associates will inevitably notice if you happen to be more eloquent and better with words, not only while speaking but rather writing as well. And the most common mistakes made are the ones done while writing an email.

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LiveVox

APRIL 13, 2022

Outbound dialing software can help sales agents reach the largest number of likely customers in the most efficient manner–a fitting goal for any business looking to increase profitability. The post A Guide to Outbound Dialing Software appeared first on Livevox.

Sales 52

Sales 52

Working Solutions

APRIL 13, 2022

When it comes to selling products and services, often a company’s focus is pursuing new customers. However, those customers you already have are more valuable than you likely realize. It’s much easier to retain customers than it is to procure new ones. What are you doing to keep your existing customers, who are vital to […].

Customer retention 52

Customer retention Sales 52

LiveVox

APRIL 13, 2022

Predictive dialing software is a useful tool for helping customer service agents and sales reps speak with as many customers or leads as possible, with minimal downtime. It helps mitigate many of the hassles of cold calling, like getting a busy signal, reaching a subscriber’s voicemail or dealing with phone numbers that just ring endlessly, with no answer.

Sales 52

Sales Customer Service 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

Babelforce

APRIL 13, 2022

Forecasting is making predictions using past or live data. To increase forecasting accuracy, you have to study your customers, know industry trends, and assess the competition. Forecasting is valuable to any organization to make informed business choices and plans. As such, it is crucial to make an almost accurate forecast to enhance business success short-term and long-term.

Workload forecasts 52

Workload forecasts Advertising Call Center Sales 52

DMG Consulting

APRIL 13, 2022

Interaction Analytics: What’s Driving Adoption. By Donna Fluss. INTERACTION ANALYTICS (IA) has proven its worth and benefits in the best and worst of times. The companies that used IA during the pandemic had a major advantage because of the visibility it provided into company performance. This analytics application helped enterprise and contact center executives navigate uncharted territory by giving them information and insights to keep them apprised of the state of their customers and employee

Analytics 48

Analytics Enterprise Contact Center Quality management 48

Knowmax

APRIL 13, 2022

The post Knowledge Management Best Practices For Startups In 2022 appeared first on Knowmax.

Best practices 52

Best practices Management 52

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. MEDIA ALERT. AI-enabled new-gen WFM revolutionizes the staffing paradigm. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2022 – 2023 Workforce Management for the Enterprise Report.

Consulting 48

Consulting Consulting Enterprise Management 48

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

SmartKarrot

APRIL 13, 2022

Role: Director of Customer Success Location: Los Angeles Metropolitan Area, US (Hybrid) Organization: Mahmee As a Director of Customer Success, you will oversee and provide direct support to all platform users (patients, providers, and enterprise customers). Translate user feedback into product insights and requirements for the product and engineering teams.

Coaching 19

Coaching Upselling Engineering Feedback 19

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. Negative trends such as these are a sure sign to supervisors that it’s time to take action. However, this isn’t possible if you don’t have visibility into what’s happening as it’s happening.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

SmartKarrot

APRIL 13, 2022

Experience is a big part of any journey. It can make or break the deal. Though customer experience and user experience are related, there are certain stark differences between the two. There are overlapping concepts in bothexperiences. While customer experience is a huge differentiator for any business, user experience is a huge factor in knowing how customers like the look and feel of the brand.

Customer Experience 10

Customer Experience Abandon rate Metrics SaaS 10

SmartKarrot

APRIL 13, 2022

Right from waking up in the morning to the time we wrap up chores and hit the sack, our lives are all about decisions. There are these day-to-day decisions like what to wear, what to eat, who to meet, and of course, what to cook? Well, you have been making these decisions subconsciously! And then, you reach your workplace, and then there are a set of crucial decisions to make.

SaaS 10

SaaS 10

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center