Beyond Philosophy

APRIL 21, 2022

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way? The answer is in customer segmentation, and we have five rules to share on how to segment properly.

Entertainment 221

Entertainment Consulting Consulting Marketing 221

CCNG

APRIL 20, 2022

This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge. Honesty forms the bedrock from which all legitimate success derives, and customer contact organizations challenged with attracting and retaining personnel should obsessively seek and share truth to create a culture of trust that can elevate employee and customer experience along with business performance.?

Customer Experience 195

Customer Experience Contact Center CCNG Analytics 195

SmartAction

APRIL 20, 2022

Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40% , that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. These days, new hire turnover is often higher than 90% in the first 90 days, according to Mark Miller, global customer service advisor at J.D.

Call Center 92

Call Center Virtual Agent Average Handle Time First call resolution 92

ShepHyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

Customer Service 358

Customer Service Customer Support Technology 358

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

contact center associations

Contact Center Pipeline

APRIL 21, 2022

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers. Q. What makes LumenVox […].

Contact Center 225

Contact Center Technology 225

Eptica

APRIL 19, 2022

Date: Tuesday, April 19, 2022 Author: Pauline Ashenden - Demand Generation Manager How can you reduce contact centre response times? Published on: April 19, 2022. Author: Pauline Ashenden - Demand Generation Manager They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.

Customer Service 124

Customer Service Best practices Management 124

ShepHyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. According to Gallup, highly engaged teams are 21% more productive. What’s the connection between engagement and productivity and how do you achieve this nexus?

Employee engagement 348

Employee engagement Customer Experience Contact Center Healthcare 348

Satrix Solutions

APRIL 21, 2022

Is your company thinking about: • Changing your customer service or support model? • Refining your product offering? • Developing a new solution? • Evolving your messaging and positioning? These are just a few common examples of the types of decisions that can have a profound impact on a company’s ability to retain, acquire, or expand customer engagements.

Customer Experience 103

Customer Experience B2B Feedback Customer Service 103

Working Solutions

APRIL 21, 2022

In any business, there’s always room for improvement. Virtual customer service is no different, as it remains a vital element in growing your reach and retaining those valuable current customers. One bad service interaction may have a ripple effect that impacts your entire business negatively. That’s why consistently researching ways to improve the quality of […].

Customer Service 105

Customer Service Customer Experience 105

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

Government

Creative Virtual

APRIL 21, 2022

By Mandy Reed, Global Head of Marketing. 42% of Americans would rather clean a toilet and 46% would rather go to the dentist than call customer support. These stats, just two of many in the 2022 Achieving Customer Amazement Study , likely have you nodding in agreement thinking about your own painful customer service experiences. Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason.

Customer Support 105

Customer Support Contact Center Virtual Agent Chatbots 105

ShepHyken

APRIL 18, 2022

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. Tracking Customer Experience? Measure Outcomes, Not Indicators by Mike Cooper. (The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number.

Customer Service 207

Customer Service Customer centricity Customer Experience Customer Support 207

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

Best practices 94

Best practices Self service Customer Experience Enterprise 94

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

Customer Support 83

Customer Support Customer Experience Customer Service First call resolution 83

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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

Contact Center

Education Services Group

APRIL 22, 2022

The Reason. My wife and I have been married for almost seven years. We were the couple that got married fast and haven’t looked back for a second. She is my best friend and the only person who knows me completely and wholly. Of course, I loved her before we got married, but there was a specific moment on our honeymoon as she walked along the beach a few paces ahead of me, the clear water gliding across her feet as they slightly sank in the sand, the sun softly approaching the waterline of the Gu

Metrics 98

Metrics Best practices Analytics Customer retention 98

ShepHyken

APRIL 19, 2022

The Choreography of Customer Service. The 5 Core Concepts to Customer Service. Shep Hyken interviews Chris Lynam , Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor , and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.

Customer Service 177

Customer Service Banking Customer Experience Feedback 177

Provana

APRIL 21, 2022

While all collection-focused contact centers want to improve their agent performance and processes, they simply cannot handle the sheer volume of calls they need to review without the use of speech technology. Without speech analytics, firms must still devote several FTEs to manual call review – and that’s not even for 100% call coverage! Adopting speech analytics technology will enable you to automate comprehensive call monitoring, yet this in and of itself does not replace the need for a QA ex

Analytics 98

Analytics Contact Center Technology Call Center 98

Nicereply

APRIL 21, 2022

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Video marketing is helpful at every stage of a marketing funnel – from attracting initial leads at the first instance to closing a sale and converting at the other end.

Customer Service 98

Customer Service Scripts Customer centricity Customer Experience 98

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

ChurnZero

APRIL 22, 2022

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. CS is everything we do, and it’s what we’re here to help you do.

Feedback 98

Feedback Best practices Coaching Customer Experience 98

Call Experts

APRIL 21, 2022

You juggle many responsibilities like call overflow if you’re a small business owner. While you may be able to handle all of your duties yourself at first, as your business grows and changes, it becomes more difficult to wear every hat. You may need to hire employees to handle some of the tasks that run your company. One significant role is customer service.

Contact Center 98

Contact Center Call Center Answering services Customer Service 98

Lumoa

APRIL 17, 2022

Lumoa Product News for April 2022 MASSIVE update to the Integrations hub – one click integrations with your favourite apps! Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Pull reviews from popular places like Facebook , Zendesk, Trustpilot, Amazon, and more! Not just history – integrations will pull future data the day after it comes in!

APIs 83

APIs Feedback Surveys Marketing 83

Nicereply

APRIL 18, 2022

Support is often seen as an entry level role to technology. This notion sets up a unique ability to introduce eager and engaged people from a variety of backgrounds to frameworks that help build out their future career. Desiree Gregory, Director of Global Support at DroneDeploy , shares that this is the reason she loves working in support. She is excited to help bring people into tech and views support as the door to do it.

Feedback 98

Feedback Personalization Coaching Management 98

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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

Contact Center

ChurnZero

APRIL 22, 2022

You can’t build or scale a high-performing team if process gets in the way of productivity. Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable.

Accountability 98

Accountability Consulting Consulting Customer effort 98

kommunicate

APRIL 20, 2022

Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. Usage: “No industry is immune to digital disruption.” When Amazon started as an online book store way back in the 90s, Jeff Bezos knew that he wanted [.]. The post Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy appeared first on Kommunicate Blog.

Technology 97

Technology Marketing Customer Service 97

Playvox

APRIL 19, 2022

If the last 24 months have taught us anything, it’s that long-term capacity planning is in dire need of an overhaul. Our world is dynamic. Business is dynamic. And hiring is dynamic. In the dynamic world of customer support and service, capacity planning, or the process of long-term forecasting and planning for staffing needs, can’t be static. It’s no longer a one-and-done activity.

Contact Center 93

Contact Center contact center workforce Finance Customer Support 93

SQM Group

APRIL 19, 2022

When a call is unresolved, customers are five times more prone to defection than if they experienced FCR. This is because call centers are the last line of defense for stopping customers from defecting.

Call Center 91

Call Center 91

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Customer centricity

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

Call Center 81

Call Center Contact Center Management Abandon rate 81

Nuance

APRIL 22, 2022

Burnout has long been an issue that has plagued frontline healthcare workers. The COVID pandemic has increased burnout both in its intensity and scale with more physicians reporting feelings of burnout. Pre-pandemic, 42% of physicians said they were burned out and 64% say it has intensified due to the pandemic. It is estimated that burnout costs U.S. healthcare organizations $4.6B [.

Healthcare 88

Healthcare 88

Playvox

APRIL 19, 2022

Last week was the Channel Partners Conference and Expo (CPC) in Las Vegas and the 25th anniversary of this event did not disappoint. In fact, the bright lights and neon that are the hallmarks of Las Vegas were an appropriate backdrop for this year’s conference. The mood among exhibitors and attendees could only be described as “electric.”. The energy was palpable throughout the expo, in breakout sessions, and at well-attended networking and social events.

Contact Center 83

Contact Center Customer Experience Technology Consulting 83