Contact Center Pipeline

JANUARY 26, 2023

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success.

Contact Center 130

Contact Center Management 130

CCNG

JANUARY 25, 2023

Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? What Is Quiet Quitting? Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more.

CCNG 195

CCNG Call Center Coaching Employee engagement 195

Global Response

JANUARY 23, 2023

We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level.

Business Process Outsourcing 62

Business Process Outsourcing Feedback Inbound sales Metrics 62

Injixo

JANUARY 25, 2023

A contact center can have the best planning in the world, but without solid real time management, it can be doomed to fail once things start to vary from the plan.

Time management 52

Time management Management Contact Center Consulting 52

Advertisement

Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

Contact Center

Myra Golden Media

JANUARY 26, 2023

Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening. Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills.

Coaching 156

Coaching Customer Experience 156

Lumoa

JANUARY 27, 2023

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers.

Journey mapping 83

Journey mapping Customer Experience Feedback Customer Service 83

LiveVox

JANUARY 23, 2023

Interested in learning about the best chatbots For WhatsApp? Much like relationships between people, business and customer relationships evolve in several stages. People start off as strangers, graduate to acquaintances, then enter the casual friendship phase, and finally the good friend stage.

Chatbots 76

Chatbots 76

HelpCrunch

JANUARY 23, 2023

Small businesses have so much on their plates that setting up proper customer service often gets pushed to the back burner.

Marketing 94

Marketing Customer Service 94

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

Customer Service 102

Customer Service Banking Education Personalization 102

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

Entertainment

ShepHyken

JANUARY 25, 2023

Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph?

Personalization 218

Personalization Customer Service 218

Myra Golden Media

JANUARY 25, 2023

Every week, I invest 3 hours in myself. And I want you to do the same. Every week, I invest three uninterrupted hours in myself or my business. I do not respond to emails or perform any routine business tasks during this time. The focus is strictly on professional/personal development.

Personalization 156

Personalization Technology Customer Experience 156

Beyond Philosophy

JANUARY 26, 2023

It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year.

Customer centricity 195

Customer centricity Construction Education Surveys 195

Nicereply

JANUARY 23, 2023

Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. But which one(s) should you actually use?

Metrics 98

Metrics Surveys Customer effort Benchmark 98

Advertisement

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

Management

ShepHyken

JANUARY 24, 2023

Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

Transportation 177

Transportation Analytics Advertising Chatbots 177

Working Solutions

JANUARY 23, 2023

Improving the customer experience is essential for any company—not just for its reputation but also for its bottom line. According to Zendesk, 42% of B2C consumers will make more purchases from a business after receiving a “good customer service experience.”

B2C 97

B2C Customer Service Customer Experience outsourcing 97

Cisco - Contact Center

JANUARY 24, 2023

I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions.

Contact Center 95

Contact Center Technology SaaS Marketing 95

ClientSuccess

JANUARY 24, 2023

Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty.

Metrics 92

Metrics SaaS Customer advocacy Accountability 92

Advertisement

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Customer Experience

ShepHyken

JANUARY 22, 2023

Each week, I read many 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.

Customer Service 120

Customer Service Consulting Consulting Self service 120

Contact Center Pipeline

JANUARY 24, 2023

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for Poor Disaster CX), there are essential steps to take to ensure an improved CX the next time. These are: Apologize to the customers.

Contact Center 130

Contact Center Customer Experience Customer Service 130

ChurnZero

JANUARY 27, 2023

Has the unpredictability of the past few years derailed your professional ambitions? Maybe you sense that you haven’t put a dent in what you set out to achieve—despite feeling like you’ve worked harder than ever to stay afloat.

Chief Customer Officer 89

Chief Customer Officer Finance Management Education 89

Bill Quiseng

JANUARY 26, 2023

In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

Banking 87

Banking Education Personalization Management 87

Advertiser: ZoomInfo

ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?

Benchmark

Integrity Solutions

JANUARY 23, 2023

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers.

Sales 86

Sales Employee engagement Metrics Accountability 86

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

AnswerConnect

JANUARY 25, 2023

The charity has over 45 years of experience in community tree planting, stewardship and education projects. The post Re-greening and training local communities with Trees New York appeared first on AnswerConnect Blog.

Education 83

Education 83

Helpware

JANUARY 26, 2023

As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly.

Personalization 80

Personalization 80

Advertiser: ZoomInfo

More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.

Marketing

TechSee

JANUARY 24, 2023

Average Handle Time 109

Average Handle Time First call resolution Consulting Consulting 109

OrecX

JANUARY 27, 2023

Agent compliance infractions can lead to unwanted penalties for your organization. Consider this: Dodd-Frank Act penalties can amount to $1 million or more PCI Compliance penalties can be $5,000 per month per agent MiFID II infractions can total $10.8M

APIs 71

APIs Call Center Personalization 71

The Northridge Group

JANUARY 26, 2023

Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star ratings from five to four stars.

Coaching 101

Coaching Technology Healthcare Customer Service 101