Callminer
NOVEMBER 7, 2021
We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients.
Beyond Philosophy
NOVEMBER 11, 2021
Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .
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ShepHyken
NOVEMBER 10, 2021
Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.
Contact Center Pipeline
NOVEMBER 9, 2021
More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models. This has affected some groups of workers more than others. A Look at the […].
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.
CCNG
NOVEMBER 9, 2021
Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud. COVID sent agents to work remotely, and the current job market will keep them there.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
NOVEMBER 12, 2021
Christan Hiscock is the CEO and co-founder of Kardia Financial Group , an organization that believes that the financial services industry should not be solely focused on dollars, but on helping people truly get to the heart of their financial goals. He shares the foundational guide for everything a company does, the reason why the company was started and its values.
Contact Center Pipeline
NOVEMBER 11, 2021
I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company. Interconnect companies sold premise-based telecommunications systems to businesses and hooked them up to the Bell System operating companies.
Bill Quiseng
NOVEMBER 6, 2021
When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied. But their satisfaction does not guarantee their return. The good news is that your satisfied customers didn’t complain.
ProProfs Blog
NOVEMBER 9, 2021
Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Probably not! Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach.
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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.
ShepHyken
NOVEMBER 8, 2021
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. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? by Jon Picoult. (destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight
Contact Center Pipeline
NOVEMBER 10, 2021
Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does live chat let agents monitor and engage website and app visitors with ease, but it also allows them to obtain crucial information like order details and shopping pain points that agents […].
SharpenCX
NOVEMBER 10, 2021
It’s a daunting task to find new cloud technology for a contact center. The investment of new software affects a lot of people — your customers, your agents, your IT team, and you. How do you find new technology that meets the needs of your team and your customers? With ever-changing trends and the challenges to meet new customer expectations , you have to account for tons of factors.
Eptica
NOVEMBER 11, 2021
Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an
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!
ShepHyken
NOVEMBER 9, 2021
Leading With We . How Businesses Can Lean into Their Purpose. Shep Hyken interviews Simon Mainwaring, Founder & CEO of We First , a strategic consultancy accelerating growth and impact for purpose-driven brands.?He is the author of Lead with We: The Business Revolution That Will Save Our Future. They discuss why companies should take part in creating solutions to the significant issues that the world is facing today.
Nicereply
NOVEMBER 9, 2021
The common mantra that ‘ Customer Experience is not a department, it is an attitude ‘ only succeeds when agents are set up successfully to provide the experience you desire. Soft skills are an essential part of this success and yet, are incredibly hard to teach. CX skills involve empathy, language, creative and critical thinking, vast experiences, and skills not directly taught in school.
aircall
NOVEMBER 9, 2021
With an existing customer base of 1,000+ clients in the UK and six months after a successful Series D funding round , our team is crossing the English Channel to set up its first offices in London! “I am very happy to announce that Aircall officially opens its London office today! This step marks the start of a new adventure in our European growth,” says Andreï Sochala, VP of Sales EMEA & APAC.
Concentrix
NOVEMBER 10, 2021
Watch this PACE Insights videocast and learn how to bring the value of sustainability across your company—and to your customers. The post Sustainability: Growing Expectations for CX Industry Leaders appeared first on Concentrix.
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.
Totango
NOVEMBER 8, 2021
The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.
Quality Contact Solutions
NOVEMBER 12, 2021
Customer satisfaction is vital to the success of any business. You want happy customers because satisfied customers are repeat customers! And repeat customers mean more revenue for the company. Every business wants to make customers happy, but most assume they already do. The fact is, there are many ways to improve customer satisfaction , and doing so will contribute significantly to sustained growth.
Help Scout
NOVEMBER 9, 2021
Use this guide to identify your specific support software needs, understand the types of solutions to look for, evaluate your options, and get leadership buy-in.
Call Experts
NOVEMBER 12, 2021
The holidays are a difficult time for businesses. The holidays can be an incredibly stressful time, both for customers and for customer service teams. With the crush of simultaneous orders and inquiries, it’s easy for mistakes to happen and for frustrations to build. With millions of shoppers looking to make purchases, staffing customer service is essential.
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.
Lumoa
NOVEMBER 10, 2021
The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. To do that, you’ll need to come up with a strategy for how you integrate multiple technologies to attract, retain, and delight your customers at every stage of your sales pipeline.
Spearline
NOVEMBER 9, 2021
Caller ID in the contact centre If calls go straight to your center, or if your agents contact customers across international networks, accurate presentation of CLI (calling line identification) is essential. What happens when your customer calls you, but there is no call-back number? What happens when you call back but your CLI is not presented correctly?
ChurnZero
NOVEMBER 9, 2021
6 Tips to Improve Customer Onboarding. The proper upkeep and continual improvement of a customer onboarding process are essential to maintain its value over time. Whether you’re rethinking your customer onboarding , building a process from the ground up, or just thinking it’s time for some customer onboarding improvements , it’s a worthwhile investment that substantially increases your return.
Kapta Customer Success
NOVEMBER 8, 2021
Growing a strong account management team requires more than just good salespeople. It also requires solid account management software to support your team. While CRMs have taken the place of account management software for as long as it has been around, it’s time you give your team the tools they need not only to succeed in their role, but to excel.
Advertiser: ZoomInfo
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
Inbenta
NOVEMBER 9, 2021
Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms.
Spearline
NOVEMBER 11, 2021
The increasing complexity of networking environments Network managers face the challenge of managing call quality in increasingly complex networking environments. The telecoms industry has undergone a fundamental transformation with the decline of traditional landlines and the rapid evolution of technologies. Smart devices, Voice over Internet Protocol (VoIP), the Internet of Things (IoT), 5G, and cloud communications offer new ways for people to talk.
ChurnZero
NOVEMBER 9, 2021
Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience.
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