Sat.Nov 19, 2022 - Fri.Nov 25, 2022

article thumbnail

1-on-1 Onboarding Tips for Your Contact Center

Balto

When it comes to agent experience, contact centers have made significant strides in recent years. Nonetheless, many still have work to do to overcome a longstanding reputation.

article thumbnail

Customer Service: 5 Tips on How to Deliver Great Customer Support

Helpware

There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Why Self-Serve Support Is Only as Good as Content

Inbenta

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. .

Scripts 83
article thumbnail

Top 7 Call Center Management E-Learning Courses

Fonolo

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career.

article thumbnail

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.

article thumbnail

Customer Experience vs. Customer Service: What’s the Difference

JustCall

The terms customer service and customer experience differ considerably despite being used interchangeably. In simple terms, customer service is one aspect of a comprehensive customer experience.

More Trending

article thumbnail

It’s time to move your Customers to where you want them to be

Beyond Philosophy

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy , and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be? Now, our first reaction was to tell Claire that she should absolutely meet customers where they are. After all, isn’t that the customer-centric thing to do?

Airlines 150
article thumbnail

What is text analytics and how does it work?

Callminer

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used

Analytics 182
article thumbnail

Complete Guide to Creating an Inbound Call Center Strategy

JustCall

A business cannot survive without offering excellent customer service in today’s era. There should be a way for customers to contact the company for any product/service issues they are facing. It is the company’s responsibility to provide customers with appropriate contact channels.

article thumbnail

An Attitude of Gratitude

Nuance

Scientists studying positive psychology found that a one-time act of thoughtful gratitude produced an immediate 10% increase in happiness and 35% reduction in depressive symptoms, according to this article.

79
article thumbnail

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.

article thumbnail

It’s Time to Move Your Customers to Where You Want Them to Be

Beyond Philosophy

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be?

article thumbnail

30 business leaders share tips for building customer loyalty

Callminer

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty

182
182
article thumbnail

Avoiding 5 Common L&D Mistakes

Contact Center Pipeline

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.

article thumbnail

SaaS Labs Featured On Deloitte’s 2022 Technology Fast 500™

JustCall

SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking.

SaaS 83
article thumbnail

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.

article thumbnail

Top 7 Customer Retention Tools for SaaS Businesses to Keep Customers Hooked

Nicereply

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial.

article thumbnail

2022 Customer Success Leadership Study Signals Industry at a Turning Point

Education Services Group

It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO).

article thumbnail

13 Effective Marketing Tips To Boost Your Cyber Monday Sales

kommunicate

Last Updated on November 26, 2022 Cyber Monday is a time when the majority of all online sales take place. It is known to have the highest sales volume in the ecommerce space today. This has led to it being recognized as the busiest day for shopping in the U.S. What is certain is that [.].

article thumbnail

How Banks and Credit Unions Are Getting Serious About Culture Change and Employee Engagement

Integrity Solutions

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change.

article thumbnail

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!

article thumbnail

Why contact centres are choosing the cloud for adding new functionality

Eptica

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022.

Banking 105
article thumbnail

Customer service metrics worth your attention

Provide Support

The post Customer service metrics worth your attention appeared first on Provide Support Blog. Articles Customer service metrics live chat statistics

Metrics 73
article thumbnail

How A Therapy Chatbot Can Provide Essential Healthcare Services

kommunicate

Last Updated on November 22, 2022 Mental health is a global concern and a serious one at that. Research shows that nearly one in every four people experiences a mental health issue anytime in the year.

article thumbnail

Planning Customer Experience Modernization for 2023 and Beyond

ConvergeOne

“I will allow you to contact me in a variety of ways—web, mobile application, voice, chat, SMS and social media—and I may reach out to you proactively to help you. Customer Experience

article thumbnail

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.

article thumbnail

Top 5 Customer Service Trends to Expect in 2023

Comm100

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand.

article thumbnail

Stop renewals and upsells from dragging out through the holidays with four simple steps

ChurnZero

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year.

article thumbnail

What your live chat security is missing

TeamSupport

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up.

article thumbnail

What's Next for NFTs?

Helpware

NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting applications for them in a myriad of industries.

article thumbnail

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.

article thumbnail

Guest Post: Transactional vs Relational Customer Service

Shep Hyken

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

article thumbnail

5 Key Customer Success-Centered Strategies Marketers Need for Driving Growth

ClientSuccess

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

article thumbnail

Top 2022 CX Trends That Will Impact Your Holiday Season

Global Response

The post Top 2022 CX Trends That Will Impact Your Holiday Season appeared first on Global Response. Contact Center