November, 2022

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Improving customer engagement in a challenging economic climate

Callminer

Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement.

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5 Clever Ways To Become The Next Superstar Employee

Steve DiGioia

Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans.

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6 Questions to Assess Your Contact Center’s Readiness to Identify Customer-Impacting Issues

Customer Service Life

Image by www_slon_pics from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue.

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Five Ways to Make Customers Feel Special

ShepHyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Call Center Compliance + Remote Agents: Steps To Be Successful

AnomalySquared

As previously featured by the Progress in Lending Association.

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Top call center metrics your organization should care about

Callminer

Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.

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Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.

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Avoiding 5 Common L&D Mistakes

Contact Center Pipeline

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay. For most companies, it […].

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Don’t Forget What Got You to the Dance?

ShepHyken

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.

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Manual Call Reviews? There's a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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8 Knowledge Management Benefits That Tip The Scale for Businesses

HelpCrunch

Let me flash a little discovery of mine. Did you know that the human brain can process 11 billion bits of information every second? That’s quite impressive! From here, I would like to simulate a [ … ]. The post 8 Knowledge Management Benefits That Tip The Scale for Businesses appeared first on HelpCrunch blog.

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10 Effective Strategies to Reduce Call Center Demand

Fonolo

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls.

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The H.U.M.A.N.E approach to CX: Six steps for improving customer interactions with AI

Callminer

As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.

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10 top tips for a winning customer service knowledge management system

Eptica

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.

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Reimagine Your Communications With A Unified Platform

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.

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Tech Team Stories: An Inside Look at My First Aircall Hackathon Experience

aircall

Ever since I joined Aircall, it has been a rollercoaster ride. One of my most memorable experiences so far was when I got the opportunity to be a part of a virtual hackathon experience during my first month at Aircall. Hackathons are an exciting time in an engineering team’s life. The surreal energy encourages innovation, collaboration, and team bonding.

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Amazing Business Radio: Tim Hughes

ShepHyken

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

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14 Best Customer Service Blogs to Follow in 2022

HelpCrunch

Learning is crucial to our very existence. Just like our bodies require food to nourish, our minds need information and continued learning to stay nutrient. That is why, even when we become more experienced, we [ … ]. The post 14 Best Customer Service Blogs to Follow in 2022 appeared first on HelpCrunch blog.

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What are the Objectives of Call Center Operations?

Fonolo

What’s motivating your contact center? Perhaps you have an established set of goals and objectives for your call center operations — but when was the last time you updated them? If it’s profits alone that guide you in setting your goals and objectives, you have some work to do! You could conduct some competitor research to get some ideas, but before you do, it’s helpful to identify your call center type.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Do Work-From-Home Agents Work for You?

Transparent BPO

The answer may lay with your clients and agents. It’s on everyone’s lips. They all seem to be talking about it – from the C-suite to the kitchen table and every business journal is unpacking the advantages of letting employees work from home. And you and your leadership teams are asking, “will work-from-home work for […]. The post Do Work-From-Home Agents Work for You?

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Why contact centres are choosing the cloud for adding new functionality

Eptica

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.

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Using Cloud Communications to Tackle eCommerce Customer Pain Points

Avoxi

Using Cloud Communications to Tackle eCommerce Customer Pain Points The global eCommerce industry is expected to reach $5 trillion by the end of 2022. And while there’s more money than ever to be made from eCommerce sales, there are also more challenges for brands to remain competitive. Supply chain issues, inflation, rising competition– there are… The post Using Cloud Communications to Tackle eCommerce Customer Pain Points appeared first on AVOXI.

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Don’t Let a Process Get In the Way of Making Smart – Even Common Sense – Decisions

ShepHyken

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. He was in excruciating pain. Something in his abdominal area was not right. He truly felt like he was going to die. . Doubled over in pain, he limped through the waiting room to the registration desk and begged to see a doctor.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How to Provide Top Customer Service with a Shared Inbox?

HelpCrunch

Despite the variety of communication channels that are available today, customers still prefer email to all other technologies. In fact, two in every three people consider email the easiest way to reach out to businesses. [ … ]. The post How to Provide Top Customer Service with a Shared Inbox? appeared first on HelpCrunch blog.

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Top 7 Call Center Management E-Learning Courses

Fonolo

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

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Switching Gears: Moving Your Contact Center Nearshore/Offshore

Transparent BPO

Manage expectations after moving a domestic contact center The time has come – you’ve grown to the point that it’s time to outsource your contact center. The fate of your brand is now in the hands of contact center agents thousands of miles away. And your customers’ satisfaction rides on the ability of agents in […]. The post Switching Gears: Moving Your Contact Center Nearshore/Offshore appeared first on Transparent BPO.

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Work-from-Anywhere (WFA) Is the New Reality; Investing in PCI Compliance in Your Contact-Center Is the Smartest Move of 2023

Interactions

Over the last three years, Covid has transformed the contact-center industry into a work-from-anywhere (WFA) world. Millions of agents now work outside the traditional walls of a care center. . It’s a win for business cost efficiencies and worker flexibility. But it opens a can of worms for meeting compliance requirements and it impacts millions of care agents supporting hundreds of thousands of businesses. .

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Stability AI builds foundation models on Amazon SageMaker

AWS Machine Learning

We’re thrilled to announce that Stability AI has selected AWS as its preferred cloud provider to power its state-of-the-art AI models for image, language, audio, video, and 3D content generation. Stability AI is a community-driven, open-source artificial intelligence (AI) company developing breakthrough technologies. With Amazon SageMaker , Stability AI will build AI models on compute clusters with thousands of GPU or AWS Trainium chips, reducing training time and cost by 58%.

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Guest Post: Transactional vs Relational Customer Service

ShepHyken

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.

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Omnichannel Support: The What and How Behind It

HelpCrunch

Quite a story occurred to me the other day. I wanted to order a power bank from an online store and went over the whole Internet with a fine-tooth comb. The one that I needed [ … ]. The post Omnichannel Support: The What and How Behind It appeared first on HelpCrunch blog.

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