Merchants
AUGUST 24, 2020
By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.
HelpCrunch
AUGUST 26, 2020
What is the driving force of any business? You guessed it right: it’s customer service. Sure, it’s not just about being courteous in every interaction with a client. This element is integral and can have [ … ]. The post Why is Customer Service Important: 7 Clear-Cut Reasons appeared first on HelpCrunch blog.
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Satrix Solutions
AUGUST 25, 2020
Driving revenue can take on many shapes and forms, with upselling to existing customers being an important contributor to growing profits. The main draw for upselling to existing customers is that it provides a new revenue stream with no (or minimal) additional customer acquisition cost (CAC) that obtaining new accounts require.
Beyond Philosophy
AUGUST 27, 2020
Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.
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ShepHyken
AUGUST 25, 2020
The Voice of the Customer. How to Collect Customer Insights to Drive Your Customer Experience. Shep Hyken interviews Simon Glass , CEO of Discuss.io. They discuss strategies for collecting customer feedback and how to use those insights to help your business succeed. Top Takeaways: Using video can be a great way to connect with your customers and collect their feedback.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
AUGUST 27, 2020
Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer. Have you ever had a salesperson or customer service rep tell you something in a way that came across as rude or uncaring? I bet you did and didn’t realize it.
Beyond Philosophy
AUGUST 22, 2020
THIS is the Big Reason You Make Mistakes. We make a lot of subjective decisions. Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. Focalism is a concept that describes how our minds can overemphasize specific points of information over others, and often the wrong ones.
ShepHyken
AUGUST 26, 2020
I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession. All of these people are brilliant and hearing how they have navigated the COVID-19 pandemic has been fascinating. In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more.
Contact Center Pipeline
AUGUST 25, 2020
When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth to work. And, if you usually eat out for lunch, you can save money by eating home-cooked meals. Working from home can also improve one’s work-life balance and help reduce the […].
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.
GetFeedback
AUGUST 23, 2020
NPS calculation formula and interpretation of data.
TechSee
AUGUST 26, 2020
We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent. Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive.
ShepHyken
AUGUST 28, 2020
This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He writes about the advantages of contactless transactions for both employees and retailers during the pandemic and beyond. The COVID-19 pandemic has introduced us all to the new world that is still adjusting to strict social distancing regulations and lockdown and quarantine periods.
Fonolo
AUGUST 27, 2020
What is the primary purpose of a contact center agent? You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. There are tons of ways to optimize your contact center for a consistently excellent customer experience, but often it’s the little things that can make or break the interaction — namely, what you say and how you say it.
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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.
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
Taylor Reach Group
AUGUST 26, 2020
By Turaj Seyrafiaan. In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how? Where do you invest effort to achieve the best results?
ShepHyken
AUGUST 24, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Can Artificial Intelligence Improve Your Customer Service? by Mitul Makadia. (Business2Community) By transforming customer service interactions, AI-powered digital solutions are prepared to improve every aspect of your business including online customer experience, lo
Talkdesk
AUGUST 28, 2020
The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. In the early days of the pandemic, organizations were caught in a difficult balancing act. Given the critical services that the sector provides, they had to ensure care continuity while also protecting their own employees from contagion. “Doctors and nurses are soldiers on the front line so business continuity was critical.
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!
Tethr
AUGUST 27, 2020
The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. AI gives your voice of the customer programs the edge they need to make measurable change. An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and innovation.
TELUS International
AUGUST 25, 2020
The pandemic has changed the way many consumers shop. Discover why omnichannel sales and CX is critical to the continued success of e-commerce in a post-pandemic world.
The Call Center School
AUGUST 25, 2020
Today's world is in a constant state of change which is affecting society as well as the economy. In the last century, businesses have come a long way in creating a modern workplace for a demanding and increasingly self-determined workforce. Especially in the contact center industry, which is heavily influenced by employee attrition, recruiting, training as well as motivating the right people with the right skills can be a real challenge.
Talkdesk
AUGUST 28, 2020
The beginning of my story is no different than so many others. Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule. The path was not easy for an ambitious and curious person such as myself.
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.
Tethr
AUGUST 28, 2020
Lead with insights, not assumptions. A business leading with their own assumptions about customer needs will never win out against a company that leads with an open mind, looking for actual insights. Invest in the ability to listen to your customers or they will invest in someone else. Forget everything you think you know. Do you assume you know what’s in the best interest of all of your customers?
TeleDirect
AUGUST 27, 2020
People are, by nature, social animals. And that socialization is more important than you might think. In so-called “normal times,” when stress levels are already somewhat high, relationships promote a sense of community and strengthen ties between family and friends. 2020, in case you haven’t heard, isn’t normal by any means. A year of forgettable events has been punctuated by the COVID-19 outbreak, and with it the subsequent lockdowns, skyrocketing depression, and complete disruption of the goo
ConvergeOne
AUGUST 24, 2020
It’s an irrefutable truth: COVID-19 has quickly changed the modern workplace. At the onset of the pandemic, many businesses rushed to put temporary solutions in place to protect their employees and keep up their operations. Because these solutions were only meant to be short-term, they are now starting to show their weaknesses and concerns around their reliability and security are beginning to arise.
Certified Languages International
AUGUST 27, 2020
When you’ve eaten too many block party barbecue burgers, you may want to see a gastroenterologist for your upset stomach. And when you want advice on how to beat the summer heat, you look to one of the sunniest cites in one of the sunniest states in the U.S.: Phoenix, Arizona. Learning about the record-breaking 122-degree day in June 1990 was mind-boggling and, moreover, that our own call center manager was there to experience it!
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.
Cincom
AUGUST 27, 2020
Successful product rollouts are largely a matter of execution. You can have the greatest widget in the world but if you blow the rollout, no one will know about it; no one will understand how to sell it; and no one will buy your widget. CPQ can help you launch new products more effectively and in less time. Today, product success is frequently determined by who gets to market first.
Lumoa
AUGUST 25, 2020
We live in a competitive world. Every business wants loyal customers, but figuring out how to create customer loyalty isn’t easy. While customer service and customer experience are two key terms often used in discussions about customer loyalty… what do they actually mean? Are they different, or are they two ways of describing the same thing? Let’s clear up the confusion with a little head-to-head comparison.
Expivia
AUGUST 25, 2020
I had the great pleasure of being asked to give a talk to the University of Wisconsin E-Business Consortium on “Making Call Center Culture Tangible, Using Culture as a Weapon, and Engagement Practices for Call Center Reps” This is the full talk that I gave. Main Focuses: Call Center Culture Let’s be honest, you have never really defined it.
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