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. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) provided a clear rationale for making preparedness mission-critical.

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How to Combat Quiet Quitting in the Call Center

CCNG

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. So, what is Quiet Quitting? In short, it’s someone who is almost checking out of the role before actually quitting.

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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. Of course, knowing where you want to go is important, but knowing how to get there is even more essential.

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How the best contact centers approach real time management

Injixo

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. It may be something as simple as a spike in call volume that causes a queue that takes hours to work through or a few extra agents calling out sick and you don’t have the resources to meet the demand.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Five best practices for effective employee coaching

Callminer

As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies.

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

LiveVox

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. In the business world, the way brands develop relationships with customers follows the […] The post The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust appeared first on LiveVo

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

HelpCrunch

Small businesses have so much on their plates that setting up proper customer service often gets pushed to the back burner. Naturally, with developing and maintaining the product, running marketing campaigns, putting together a team, [ … ] The post How to Set up Customer Service for Small Business: 9 Practical Tips appeared first on HelpCrunch blog.

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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.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

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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. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them.

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The Open CCaaS Advantage Report

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.

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Create a Selfie Experience

ShepHyken

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? I started thinking about this as I walked through Times Square in New York City and couldn’t help but notice how many people were taking pictures of themselves with the bright lights, huge signs, and thousands of other people in the background.

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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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Optimizing AHT During a Visual Engagement Session

TechSee

Visual engagement is a proven strategy to improve call center performance, especially as it relates to two key metrics: 1) First call resolution (FCR) : The percentage of customers that achieve resolution during their first contact, with no further action required and 2) Average handle time (AHT) : The amount of time it takes to resolve an issue from start to finish, including time on hold.

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CX4Now: CX and Contact Center Trends to Watch, According to These Influencers

Fonolo

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. There’s so much industry news out there – where should you focus your attention? We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Amazing Business Radio: Paulo Almeida

ShepHyken

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. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics.

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5 Customer Experience Predictions for 2023  

Comm100

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. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

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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. While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor.

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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.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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

ShepHyken

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. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better

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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. Forming partnerships with Technology Service Brokers Telarus and Intelisys has enabled thousands of agents and traditional Cisco partners to capture the opportunity offered by Cisco Unified Communications. As a result, we are delivering faster customer outcomes at a lower cost with solutions like Webex Meetings, Messaging, Calling and select devices.

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6 Important Healthcare Trends to Watch for in 2023

kommunicate

Last Updated on January 27, 2023 The healthcare sector worldwide is witnessing significant shifts in the conventional trends that have been followed for years. Healthcare trends include significant adoption and acceptance of technology in healthcare organizations across all geographies and demographics. It’s safe to say that the coronavirus pandemic played a vital role in this [.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Understanding Customer Health Score: 6 Metrics To Track

ClientSuccess

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. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is. What is a Customer Health Score?

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Re-greening and training local communities with Trees New York

AnswerConnect

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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Digital & Data: The Building Blocks For an Account Recovery Management Overhaul at United Credit Bureau

LiveVox

The Account Recovery management (AR) industry is one of the most challenging environments to drive digital transformation. This is especially true for outsourced AR agencies where compliance, costs, and competition leave many agencies cautious of utilizing digital channels even in the face of rapidly changing customer preferences and ongoing staffing challenges.

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Customer Success: What It Is and Why It Matters

Helpware

As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly. The challenge is not only on the front end of onboarding new customers but also on reaching out to every existing customer and proactively solving their problems to prevent churn.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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10 Online Writing Courses

JivoChat

Online writing courses offer you the perfect opportunity to improve your writing skills. Whether you work as a copywriter, a marketing professional, or in any other sector, it’s important to know how to write properly, to be able to make effective, coherent, and grammatically correct texts. Essays, for example, are commonly required when you are going to apply for a new job, and, if you can put your ideas in the paper in an interesting way, this can be a decisive factor.

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The 10DLC Registration Deadline for Text Messaging is Coming Soon

VirtualPBX

A few months ago, VirtualPBX released the VirtualText App and greatly expanded our customers’ ability to send, customize, and automate their text messages. But our team hasn’t stopped there. Soon, we’ll be releasing even more functionality around bulk and marketing features with a private beta set to take place in the next few months. However, customers across the business telephony industry are becoming familiar with another important date on the calendar: the 10DLC registration dea

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How to Create Mobile-First Customer Service

Quiq

Chatting with companies over the phone, even your favorite ones, isn’t a fun experience. It’s a necessity. It’s like going to the dentist—something you don’t look forward to but have to do nonetheless. In today’s hectic, multi-tasking world, people don’t have time for phone calls. Their desire to make phone calls is inversely proportional to their age—the younger you are, the closer you get to zero.