Customer Service Life

MAY 11, 2022

Source: Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. In my third point about the importance of optimizing your Zendesk knowledge base, I left incomplete exploring artificial intelligence as a means of making it easier for customers to find answers to their questions.

Self service 100

Self service Chatbots Metrics Surveys 100

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. However, we often overly focus on what they do versus analyzing and understanding who they are, an error that could contribute to some of the staffing and retention problems we currently face. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

ShepHyken

MAY 10, 2022

The Ultimate TikTok Guide for Business . How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Top Takeaways: Social Media is an opportunity for a brand to show the world that they are interested in resolving issues for their customer.

Advertising 222

Advertising B2B Accountability Marketing 222

Beyond Philosophy

MAY 7, 2022

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them. But how good is the data you are feeding it? And are you feeding ALL your data into the mix?

Consulting 195

Consulting Consulting Enterprise Analytics 195

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Myra Golden Media

MAY 9, 2022

We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements. At GetFeedback’s 2021 virtual event, The CX Impact Summit , customer experience experts Myra Golden and Jeannie Walters played the CX maturity game: Champ or Chump to demonstrate the different levels of maturity in CX programs.

Metrics 156

Metrics Customer Experience 156

ShepHyken

MAY 11, 2022

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable? It is if you’ve experienced wasting your time on hold, listening to terrible music, talking to people who don’t seem to care about you, having difficulty hearing or understanding the customer support agent, being transferred again and again, telling the

Customer Support 184

Customer Support First call resolution Customer Service Technology 184

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue.

Self service 110

Self service Accountability Airlines Customer Care 110

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement. Onboarding is one of the first times your customer engages with your business.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Avoxi

MAY 11, 2022

UIFN vs ITFS: Which Is Right for Your Business? So you want a toll free number to expand your business into a new market? UIFN and ITFS phone numbers work on a global scale, but how do you choose? We'll help you determine which virtual number is the right fit for your business operations. As… The post UIFN vs ITFS: Which Is Right for Your Business?

Marketing 117

Marketing 117

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

ShepHyken

MAY 9, 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. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? by Michael Manfredo. (CMSWire) In design thinking, we use research and data to understand how the customer experiences the journey — and we empathize with the customer’s feelings at every step, payi

Customer Service 167

Customer Service Engineering Personalization Surveys 167

delighted

MAY 11, 2022

As a survey creator, you need to know what your customers or employees are thinking – and you want insights that you can take action on. But, what would happen if you asked certain questions that lead survey respondents to answer in a favorable way – also known as leading questions – without even knowing it? The answer? Asking leading questions can do far more harm than good for your survey program.

Surveys 99

Surveys Feedback Best practices Marketing 99

Fonolo

MAY 11, 2022

Customer experience is no longer just a buzzword. It’s become the foundation upon which companies practice their businesses. Brands that go the extra mile to make life easier for their customers have seen the immense payoff in the form of long-term customer loyalty. But adopting a few CX tactics isn’t enough to stay competitive. Organizations with exceptional customer support know this; they are constantly looking for opportunities to improve those precious interactions and create pl

Abandon rate 91

Abandon rate Education Contact Center Call Center 91

Hodusoft

MAY 11, 2022

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge. But the dilemma and debate over on-premise PBX systems and Hosted PBX System have been consistent over years.

voip 98

voip Analytics industry standards Government 98

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.

Customer Experience

Spearline

MAY 10, 2022

What is VoIP? Voice over Internet Protocol (VoIP) in basic terms, refers to voice being compressed and then sent over the internet to a receiver on the other end and decompressed back into audible voice. There are many benefits to utilizing VoIP instead of a traditional phone line. These include, lower cost of international calls, no need to install a phone line and the ability for agents to work from premises other than the office.

voip 98

voip Telecommunications Metrics Customer Experience 98

Kapta Customer Success

MAY 9, 2022

Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships. Instead, it requires a methodical approach, realistic goals, a customer-centric focus, and an evolving mindset.

Accountability 98

Accountability Management Customer centricity Sales 98

CSM Magazine

MAY 12, 2022

Leadership is a skill that can be learned and developed over time. It takes hard work, dedication, and a willingness to learn from your mistakes. A visit to [link] shows how keen people are to learn from people who are successful at things like leadership, marketing, and real estate. If you’re interested in becoming a good team leader, there are certain things you need to know.

Real estate 97

Real estate Construction Personalization Marketing 97

Nicereply

MAY 11, 2022

Customer success is one of the most important metrics you need to track if you’re running a B2B business. It contributes to the overall customer experience, and high customer success can mean repeat business and more referrals. Maintaining a vibrant, effective customer success team is one of the most effective ways to boost your customers’ experience.

Customer retention 96

Customer retention Customer Support Feedback Metrics 96

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!

Feedback

Spearline

MAY 10, 2022

Voice Assure Interstate puts the control in your hands and lets you test your numbers in any state or province in the United States or Canada. Find out more about Voice Assure Interstate here. Contact our sales team today and start testing your numbers or visit www.spearline.com. People like to talk. You want to make sure your customers have the best experience on your support lines.

APIs 98

APIs Analytics Sales Management 98

ConvergeOne

MAY 10, 2022

Rinchem Company, Inc. is a chemical management solutions provider with proven expertise in creating and managing safe and efficient supply chains for high purity, pre-packaged chemicals and gases. With presence in five countries and the goal of continued expansion, Rinchem was in need of a partner that could support its growth initiative, allowing its internal team to focus on its customers.

Management 91

Management 91

Joe Rawlinson

MAY 13, 2022

Entrepreneurs running an online business in the US walk a fine line between making substantial profit and barely scraping by. And between supply chain issues, economic fluctuations, and import tariffs, it can be a hard line to walk. However, that doesn’t mean it can’t be done. And the key to edging closer to substantial profits? Improving business efficiency and reducing avoidable business costs — which is why, as an online entrepreneur, you need to know how to claim Section 32

Government 78

Government Advertising Marketing 78

Call Design

MAY 10, 2022

With real time automation you can improve efficiency and create a better customer experience for both customers and staff. The software connects to both your contact centre platform and your workforce management system enabling it to monitor queues and update schedules with changes in real time. Automation is a game-changer for the contact centre industry.

Customer Experience 78

Customer Experience Management 78

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Solvvy

MAY 10, 2022

We’re proud to share that Solvvy was recently recognized for its culture and values by some great organizations. Not only did we take second place in the Best Places to Work by The San Francisco Business Times , but we were also a winner of the 20th Annual American Business Silver Stevie® Award in AI/Machine Learning Solution category and named a Finalist (top 50) for the Inspiring Workplaces Award for North America.

Customer Support 83

Customer Support 83

Jon Arnold

MAY 10, 2022

Got a few webinars/events coming up, and here’s the first one on that list. This one is with Five9 , and it’s on May 26 at 1pm EST. The topic is focused on how UCaaS and CCaaS together makes for better CX, and it’s for the Canadian market - but you’re all welcome to attend, so here’s the registration page with all the details. I don’t have a cool banner to add here for a visual, so in honor of yesterday being Five9 Day (May 9 - doh), thought I’d use my special Five9 show-us-your-swag photo. :-).

Marketing 84

Marketing Contact Center 84

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. It’s especially important to engage executives and stakeholders to ensure retention. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. After considering what a customer engagement strategy is and its benefits, we’ll offer ten key tips for keeping enterprise executives and stakeholders engaged.

Journey mapping 76

Journey mapping SaaS Enterprise B2B 76

SQM Group

MAY 12, 2022

Based on measuring and benchmarking over 500 leading North American call centers for 25 years, we have developed the call center industry 2022 FCR benchmark results.

First call resolution 82

First call resolution Benchmark Call Center 82

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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.

Self service

A Better Answer

MAY 9, 2022

The challenges facing small businesses are similar to any other — the difference is, they have to address them with smaller teams and fewer resources. They need to be creative in solving any emerging issues without compromising quality customer service. One of the main reasons some small businesses never reach their full potential is because they neglect customer service; whether you are a team of one or working with a small group, you should be using your time and resources wisely.

Customer Service 79

Customer Service 79

Toister Performance Solutions

MAY 12, 2022

Imagine you wanted to meet a friend for coffee. Your friend suggests a place they think you'll like that's located in a nearby neighborhood. You've never been there before and don't know the address. How would you get there? There are several ways you could find it: Plug the name of the coffee shop into your maps app. Look up the coffee shop's address and plug that into the maps app.

Customer retention 71

Customer retention Personalization Surveys Accountability 71

Cyara

MAY 13, 2022

Whether you started your digital transformation to support working at home during COVID-19, to improve customer experience, or to more quickly adapt to the market, there is no doubt this path can be difficult and confusing at times. It often feels like you are “building a plane while flying it,” especially for contact centers where downtime is not an option.

Contact Center 67

Contact Center Marketing Customer Experience 67