Sat.Jan 21, 2023 - Fri.Jan 27, 2023

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Is Your Center Really Resilient?

Contact Center Pipeline

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

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How to Combat Quiet Quitting in the Call Center


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.

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6 Customer Service Goals That Matter Most in 2023

Global Response

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.

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How the best contact centers approach real time management


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.

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How to Build an AI-Powered Contact Center as a Service Platform

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.

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How to Identify & Coach on the Most Effective Soft Skills

Myra Golden Media

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.

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More Trending

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Improving Your Customer Service with a Comprehensive Customer Experience Audit Checklist


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.

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The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust


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.

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How to Set up Customer Service for Small Business: 9 Practical Tips


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

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In customer service, your people are not your most important assets.

Bill Quiseng

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.”

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

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.

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Create a Selfie Experience


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?

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I Want You to Invest 3 Hours In Yourself This Week

Myra Golden Media

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.

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The Seven Key Strategic Questions Essential for Gaining Growth in 2023

Beyond Philosophy

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.

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NPS vs. CES vs. CSAT Metrics: Which One(s) Is the Best For You?


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?

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The 2023 Customer Experience Management Value Index

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.

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Amazing Business Radio: Paulo Almeida


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.

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4 Tips to Improve Customer Service in Travel and Tourism

Working Solutions

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.”

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Webex Contact Center as a Service Available Through Technology Service Brokers

Cisco - Contact Center

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.

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Understanding Customer Health Score: 6 Metrics To Track


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.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

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.

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Top 5 Customer Service Articles of the Week 1-23-2023


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.

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Apologies Are Great. But Actions Are Needed.

Contact Center Pipeline

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.

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Be a Customer Success goal-getter: Tips for setting goals and crushing them with Rod Cherkas


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.

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In hospitality, your people are NOT your most important assets.

Bill Quiseng

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.”

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The ABM Benchmark Survey

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?

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Five Actionable Steps To Elevate Your Sales Skills For The New Year

Integrity Solutions

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

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5 Customer Experience Predictions for 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.

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Re-greening and training local communities with Trees New York


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.

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Customer Success: What It Is and Why It Matters


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

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Marketing-Led COVID-19 Growth Strategies: 2022 and Beyond

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.

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Optimizing AHT During a Visual Engagement Session


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Call Recording Compliance with Dodd-Frank, PCI, MiFID II, HIPAA, and CMS


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

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Improve Medicare Star Rating Numbers by Teaching Kindness

The Northridge Group

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.

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