Sat.Oct 10, 2020 - Fri.Oct 16, 2020

Five Key Decisions for Buying Contact Center Technology

Contact Center Pipeline

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to go to the cloud? Or what if you want to leverage what you’ve already got?

How Has COVID-19 Affected Call Center Agent Turnover?

Fonolo

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Despite that, the end to your agent attrition woes may be in sight.

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Customer Data Platform Benefits: How to Make the Most of Them

Totango

As business becomes increasingly digitized and competitive, customer engagement that makes clients feel valued and appreciated becomes more critical. Covid-19 adds another complicating factor—a heightened risk of customer churn across a number of industries.

Ritualizing the Customer Experience

ShepHyken

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Shifting to the New Hybrid Work for Contact Centers

CCNG

What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination?

More Trending

AI and ML: They’re Not Interchangeable

Candace Sheitelman

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Amazing Business Radio: Jason Dorsey

ShepHyken

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands.

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Getting Inside the Customer’s Mind

Beyond Philosophy

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too.

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

Contact Center Pipeline

We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how to get there?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

The Quest for Customer Loyalty

Kendal Rodgers

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Guest Post: Customer Experience – Can It Work With Email Marketing?

ShepHyken

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience.

Drive Customer Engagement Results With Customized, Flexible Communications

Vonage

199
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Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Change the Channel: Is SMS in Your CX Plan?

Candace Sheitelman

151
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Guest Post: Customer Experience – Can It Work With Email Marketing?

ShepHyken

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience.

How to Reduce Field Service Costs to Meet Optimization Goals

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs.

APIs Can Offer a Frictionless Customer Experience Amid Crisis

Omar Javaid

The COVID pandemic has pressured businesses more than ever to communicate with and serve customers without needing physical interaction. This article looks at how with the right approach, APIs can transform the way companies interact with customers by creating one seamless chain of communication

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Agents Still at Home?! Here’s How To Keep Them Engaged.

Kay Phelps

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5 Top Customer Service Articles For the Week of October 12, 2020

ShepHyken

Each week I read a number of 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. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

Getting Inside Your Customers’ Mind

Beyond Philosophy

Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds.

On Being an Accountable Customer Service Leader

Customer Service Life

Image by Daniel Reche from Pixabay. I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

What Do You Do To Get Ahead? – Tip #20

Steve DiGioia

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition?

12 Use Cases of AI and Machine Learning In Finance

Maruti Techlabs

Transparent BPO Expands its Belize Operations into Country Capital

Transparent BPO

FOR IMMEDIATE RELEASE Belmopan expansion will provide hundreds of employment opportunities for Cayo district residents ROCKVILLE, MD (October 13th 2020)— Transparent BPO, the leader in outsourced customer experience solutions in Belize, today announced the opening of a new contact center in Belmopan, the nation’s capital.

Aligning Customer Communication Styles With Your Own

Integrity Solutions

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

7 Things Your Customers Want Your Contact Center to Know

Fonolo

Are you truly listening to your customers? Sure, your agents hear their concerns and issues each day. But staying in tune with their desires and expectations requires a more deliberate effort. .

Customer Service is About Keeping Your Promises

Dr. Debra Bentson

Customer Service is About Keeping Your Promises

Transparent BPO Adds to Leadership Team with Key Financial Leader Hire.

Transparent BPO

FOR IMMEDIATE RELEASE Financial veteran Natalie Dickey will serve a role to support the rapidly growing company Rockville, MD (October 15, 2020) — Transparent BPO, a global contact center, and business process outsourcer, today announced the hiring of Natalie Dickey as Vice President of Finance.