Beyond Philosophy
MARCH 10, 2022
Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .
ShepHyken
MARCH 2, 2022
Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.
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Steve DiGioia
MARCH 3, 2022
Ladies and gentlemen don’t speak ill of their competition. That’s not how it was done years ago, and they refuse to do so today. Competition is a healthy part of business; it makes you better, stronger – just as with most other hardships. Have a Reason to Smile. When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival.
Myra Golden Media
MARCH 8, 2022
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. . Simply follow this link now to see what it's all about.
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.
Transparent BPO
MARCH 23, 2022
Redundancy plan necessary to limit exposure By Scott Newman, CEO, Transparent BPO An innocent-sounding decision to help local businesses in the Philippines risks upending the BPO industry here. As with all government decisions, some background is helpful. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced that business process outsourcing (BPO) […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 31, 2022
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.
ShepHyken
MARCH 23, 2022
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more. .
Eptica
MARCH 11, 2022
Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Published on: March 11, 2022. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.
OrecX
MARCH 14, 2022
It's like the chicken and the egg - which came first: the call recorder or the recording engine? Honestly, it doesn't matter because they are not necessarily inextricably linked, as they serve to very different use cases. A call recorder is a piece of software (or hardware and software) that captures customer calls and stores them for later replay. Most recorders have a dynamic user interface to enable multi-criteria searching to quickly locate the calls you need most for compliance, dispute res
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
Working Solutions
MARCH 30, 2022
Satisfying your customer’s needs is vitally important to the success of your business. Happy customers translate to higher revenues as they buy more, and they keep coming back. Heightened expectations of those customers mean they demand 24/7 service and support. And prioritizing this type of engagement helps differentiate your business from your competition.
Outsource Consultants
MARCH 8, 2022
There have been many changes in the global economy over the past year. One common pain point among both clients and BPO providers: wages have been rising steadily throughout 2021, and experts predict that this trend will continue into 2022. Domestic Wage Increases: Now and Future. From October 2021 to October 2022, the USA saw a 9.77 percent wage hike, with lower-paid employees benefiting the most.
BlueOcean
MARCH 31, 2022
If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.
ShepHyken
MARCH 16, 2022
Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
Eptica
MARCH 18, 2022
Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. Published on: March 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.
CustomerServ
MARCH 21, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience.
OctopusTech
MARCH 14, 2022
Every year we eagerly wait for the holiday season for various reasons. It’s that time of the year when everyone meets with their family and friends and spends time with their loved ones. Let’s elaborate the need for customer service outsourcing. Need for Outsourcing. For entrepreneurs, the holiday season can be both exciting and stressful.
PeopleMetrics
MARCH 25, 2022
Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How do they work?
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OrecX
MARCH 3, 2022
Call recording provides a wealth of opportunity for businesses, most notably for agent performance management, quality assurance, customer intelligence, compliance, and risk mitigation. Recorded audio can be mined to distill critical insight which empowers each of these areas. A recorded interaction of both voice and screen, for example, can uncover workflow breakdowns that cause longer average handle times (AHT).
ShepHyken
MARCH 9, 2022
I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .
Avoxi
MARCH 6, 2022
6 Tips for Managing Your International Remote Workforce Managing a remote workforce with employees around the world is a learning experience for most. With many call center agents working from home, business leaders need supporting VoIP tools to help them manage their teams effectively. Read on to learn more about actionable tips you can implement… The post 6 Tips for Managing Your International Remote Workforce?
Totango
MARCH 8, 2022
Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are.
Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation
A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.
Bill Quiseng
MARCH 23, 2022
“People need to be reminded more often than they need to be instructed.” Samuel Johnson. In the 1980s TV police drama series, Sgt. Phil Esterhaus, portrayed by Michael Conrad, cautioned his officers at the end of roll call with “Let’s be careful out there” When I was GM at The Henry Dearborn-Autograph Collection, Dearborn, MI, one of our senior sales managers ended their daily morning stand-up meeting with “Let’s be safe out there” But I told them
Kayako
MARCH 21, 2022
ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey.
CSM Magazine
MARCH 24, 2022
In retail, the customer is king. It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. For retail business, the customer journey extends far beyond the initial sales engagement.
ShepHyken
MARCH 11, 2022
This week we feature an article by my friend Donna Cutting, Founder and CEO of Red-Carpet Learning Systems, Inc. , and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. People quit their jobs in record numbers last year, and many of them never jumped back into the world of work.
Speaker: Tim Buteyn
Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.
Avoxi
MARCH 16, 2022
Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey. Enabling skills-based and priority routing in your call center routing rules can help brands achieve better customer satisfaction scores, more productive agents, and guests that come back time and again.
Spearline
MARCH 23, 2022
By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily. The peer-to-peer technology enables your customers to speak directly from one web browser to another; providing them with higher performance and lower latency.
Bill Quiseng
MARCH 15, 2022
In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.
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