Sat.Jan 07, 2023 - Fri.Jan 13, 2023

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What is Social Customer Service? The Next Era of Support in the Call Center

LiveVox

What is social customer service? It’s exactly what it sounds like! Providing support, informational resources, and engagement to your customers over social media channels.

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Customer Service Isn’t the Cost You Want to Cut

CCNG

“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received.

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Improve Your Customer Journey

Edify

There are many methods and tools available to help leaders improve their customer experience (CX). Let’s take journey mapping for example.

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Three Ways to Create an Employee Experience that Creates a Better Customer Experience

Shep Hyken

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX).

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Why Applying the Golden Rule to Customer Success Efforts Works

ClientSuccess

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

More Trending

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Exceptional Service is a Must to Stand Out in the Competitive On-Demand Industry

Helpware

The adoption of on-demand services has grown steadily in recent years. In 2016, the total spending on on-demand services was $57.5 billion , and it's on track to hit $335 billion by 2025.

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Automated Answering Service vs Live Call Agent

TeleDirect

It doesn’t matter what industry you may be in—if you work with customers and clients of any type, you need to offer them proper support. Otherwise, they will not be loyal to your brand and might even spread the word to others about their negative experience.

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Control calls with signposting!

Myra Golden Media

Happy New Year, friends! I’m coming to you live from my recording studio (where I’m recording courses for multiple clients) with one of my best tips for controlling calls with venting, friendly, or upset customers. The tip is signposting.

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No Excuses for Poor Disaster CX

Contact Center Pipeline

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX).

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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An Authoritative view: Three Pioneers of CX predict big changes in 2023

Beyond Philosophy

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience.

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What is omnichannel customer experience analytics, and how should you use it?

Callminer

Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use

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Americas FSI Digital Commentary: 3 Ways to Accelerate Digital Strategy in 2023

Cisco CSR

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

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Edging to the Brink of Change

Contact Center Pipeline

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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An Authoritative View: Three Pioneers of CX Predict Big Changes in 2023

Beyond Philosophy

What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything.

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25 use cases & examples of real-time analytics

Callminer

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics

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24-7 Intouch Announces Rebranding, Changes Name to IntouchCX

24-7 InTouch

“We recognized there was a huge opportunity for us to rebrand ourselves to further showcase our commitment to innovating in an industry that really needs it.

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Meet our January Wall of Fame Author: Sangeeta Bhatnagar

Contact Center Pipeline

Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked in the Contact Center industry in various roles supporting CX and EX.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Getting Started With WhatsApp Business: New at LiveVox!

LiveVox

re you interested in getting started with WhatsApp Business? Many contact centers are coming to rely on WhatsApp to provide their customers with an improved experience. The post Getting Started With WhatsApp Business: New at LiveVox! appeared first on LiveVox. Omnichannel

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Practical Advice for Working Remotely

Edify

I’ve been touting the many benefits of remote work for years, having gone remote myself in 2015 and never looking back. With the current global crisis that’s dominating all of our day-to-day lives worldwide, being able to work from anywhere at any time feels more important than ever.

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The Most Common Travel Agent Customer Issues

Working Solutions Outsourcing

The holiday travel season always brings a whole set of headaches for weary and frustrated travelers. That’s where a dedicated travel agent comes in handy.

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Customer CARE is the New Marketing

Bill Quiseng

Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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Managing WhatsApp Message Templates (New at LiveVox)

LiveVox

Whatsapp message templates are an integral component of any WhatsApp-based customer communication workflow. The post Managing WhatsApp Message Templates (New at LiveVox) appeared first on LiveVox. Omnichannel

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Three Tips on Leveraging Holistic Journey Mapping to Improve the CX

Edify

Journey mapping is a visual representation of each and every experience your customers have with your business and your brand, from the first exposure to sale, to post-sale interactions and beyond.

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Supercharge your success with ChurnZero’s new Customer Success AI™

ChurnZero

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. This essential aspect of your job can also be one of its most time-consuming.

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Service Automation Comes to Mobile Apps With the VI Mobile SDK

TechSee

Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. The savings and CX impact has been incredible.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Training and Development as an Employee Retention Strategy 

COPC

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training.

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Building a Unified Network for the Jacksonville Jaguars

ConvergeOne

The Jacksonville Jaguars are a professional American football team based in Florida.

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VirtualPBX Podcast: How To Grow & Optimize Your Business

VirtualPBX

In this Financially Free Journey podcast episode, Rachel Anderson guest appears and dives deep into the various marketing channels and strategies you can use to grow and optimize your business.