Calltools

MARCH 22, 2023

While hybrid contact centers gained popularity during the pandemic, it’s clear they are here to stay. Hybrid contact centers offer many benefits both for businesses and their employees. However, some companies have struggled to keep team members cohesive when working remotely. Read on to explore the benefits a hybrid contact center offers and consider these tips and tricks to help boost hybrid company culture and build bonds between your team members. 4 Benefits of Hybrid Contact Centers H

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Contact Center Gamification Morale Feedback 98

Contact Center Pipeline

MARCH 23, 2023

We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re listening to somebody’s sales pitch for a product you don’t need.

Sales 130

Sales Analytics Contact Center Technology 130

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. Yet, many teams fall well below industry benchmarks. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Here’s how the responses broke out: 9.8% said their team has 100 or more people; 13.8% said their team has between 50 and 99 people; 20.2% said their team has between 20 and 49 people; 19.0% said their team h

Benchmark 52

Benchmark 52

Beyond Philosophy

MARCH 23, 2023

You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Heskett, Earl Sasser, Jr., and Leonard Schlesinger.

Management 195

Management Personalization Customer Experience Consulting 195

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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.

MiaRec

MARCH 23, 2023

As our contact center customers migrate to Cloud, many of them have asked for our opinions on which CCaaS solution they should adopt. That’s why we’ve gathered our expertise to provide you with a list of the top 6 CCaaS solutions in the market, their price points, use cases, and suggestions for how they can fit into your contact center strategy.

Contact Center 67

Contact Center Marketing 67

Callminer

MARCH 20, 2023

Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more.

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ChurnZero

MARCH 22, 2023

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. During a difficult time, like an economic downturn or a financial insecurity, companies start to take a closer look at every department. They need to make sure they are operating as efficiently as possible to be ready for any kind of financial hit that the business might take.

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Journey mapping Finance Benchmark Enterprise 97

ShepHyken

MARCH 21, 2023

Top Takeaways: Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage. Heather Younger shares her 5-step framework on how to listen better: Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don’t recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.

Feedback 179

Feedback Customer Service Customer Experience 179

Beyond Philosophy

MARCH 18, 2023

Fads come and go. From Tamagotchi’s to fidget spinners, we have seen plenty come and go. However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. We are fired up about this today because one of you, Praveen Kumar is in a pickle and he asked for our help.

Customer Experience 221

Customer Experience Management 221

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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

CCNG

MARCH 22, 2023

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development. Vicki shares that when employees don’t feel engaged at work, there is a negative chain reaction of events that affect every KPI in the organization.

Employee engagement 195

Employee engagement CCNG First call resolution Contact Center 195

Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. “But they’re a VIP” , she kept on saying. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years.

Sales 182

Sales Management Customer Service 182

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone.

Customer Experience 167

Customer Experience Customer Service Personalization 167

Myra Golden Media

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen! Following that, I’m in the green room to fluff out my fro and pray, and finally, I’m on set with my talented director and content producer.

Education 156

Education Customer Experience 156

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

Contact Center Pipeline

MARCH 22, 2023

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a need for customer service, support, and sales through their contact centers in it?

Contact Center 130

Contact Center Sales Customer Service Technology 130

Lumoa

MARCH 21, 2023

Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

AWS Machine Learning

MARCH 23, 2023

This is joint post co-written by Leidos and AWS. Leidos is a FORTUNE 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. Leidos has partnered with AWS to develop an approach to privacy-preserving, confidential machine learning (ML) modeling where you build cloud-enabled, encrypted pipelines.

Scripts 99

Scripts APIs Government Analytics 99

Myra Golden Media

MARCH 22, 2023

I feel icky writing this post. Last week I had to practice what I teach. My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong. Instead of getting our standard welcome email with login details, each of the 51 employees was bombarded with around 70 emails, all featuring the same welcome!

Customer Service 156

Customer Service Customer Experience 156

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

Contact Center Pipeline

MARCH 21, 2023

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes keep coming.

Technology 130

Technology Contact Center Call Center Management 130

VirtualPBX

MARCH 22, 2023

Guest Post by Linh England, VirtualPBX Product Lead Text messages are quick, easy, and much less intrusive than phone calls or emails while giving customers the ability to control when and how often they receive notifications via text. Additionally, SMS texting is the most efficient way to contact your customers. With a 98% open rate , you can ensure that your content reaches your intended audience.

Best practices 98

Best practices Marketing Personalization Customer Service 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in.

Upselling 98

Upselling Metrics SaaS Sales 98

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade.

Coaching 98

Coaching Personalization Consulting Consulting 98

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.

Contact Center

kommunicate

MARCH 21, 2023

Last Updated on March 21, 2023 Messe Duesseldorf GMBH is one of the 5 most successful trade fair organizers in the world. With humble beginnings as a small wooden hut that conducted trade fairs in the city of Duesseldorf. Incorporated in January 1947 as Nordwestdeutsche Ausstellungsgesellschaft mbH (NOWEA), the trade fair company soon grew from [.] The post Messe Duesseldorf Reduced Repetitive Queries by 65% by Automating With Kommunicate appeared first on Kommunicate Blog.

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Cisco - Contact Center

MARCH 23, 2023

It was two decades ago when Cisco started shipping the Cisco MDS 9000 storage networking switches in volume to customers, following the initial launch a few months before.

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ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. With the emergence of new technologies, market trends, and CS practices, the industry is abuzz with debate and discussion. To explore some of the most controversial topics in CS today and hear what those on either side of the debate have to say, we asked four industry experts to weigh in.

Upselling 97

Upselling Metrics SaaS Sales 97

AWS Machine Learning

MARCH 22, 2023

With Amazon Rekognition Custom Labels , you can have Amazon Rekognition train a custom model for object detection or image classification specific to your business needs. For example, Rekognition Custom Labels can find your logo in social media posts, identify your products on store shelves, classify machine parts in an assembly line, distinguish healthy and infected plants, or detect animated characters in videos.

APIs 85

APIs Metrics Engineering Feedback 85

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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

kommunicate

MARCH 23, 2023

Last Updated on March 23, 2023 Everyone’s on WhatsApp these days. And by everyone, we mean everyone!!! 2.24 billion people use the app!! It is the most downloaded app on the App store in over a 100 nations. So the chances are high that your customer is on WhatsApp. If you are a growing business [.] The post A Step By Step Guide To Getting A WhatsApp Business Green Tick in 2023 appeared first on Kommunicate Blog.

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Cisco - Contact Center

MARCH 23, 2023

In my previous blog posts (see links at end of this post) on SD-WAN security, we detailed how the Cisco SD-WAN solution is enhancing the security capabilities of the network fabric with specific… Read more on Cisco Blogs

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Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth.

Journey mapping 80

Journey mapping Benchmark Metrics Surveys 80