Myra Golden Media
FEBRUARY 4, 2023
Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial.
CCNG
FEBRUARY 8, 2023
Jason Mercer-Pottinger was given a seemingly impossible task; take over a Tier 1 contact center from a 3rd-party BPO with no trainers, no supervisors, and no experienced agents while at the same time decreasing costs and improving quality. And do it all in 120 days.
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Nicereply
FEBRUARY 8, 2023
People who are unhappy or who need help want a solution as quickly as possible, and a phone call is typically the way to make that happen. Most customer service communication happens over the phone. It’s both more immediate and more personal than email exchanges, and results typically come faster.
Contact Center Pipeline
FEBRUARY 9, 2023
When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier.
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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.
Lumoa
FEBRUARY 7, 2023
With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Advantage Communications
FEBRUARY 10, 2023
The choice between an outsourced contact center and on-premise customer service solutions can be a difficult one for businesses. Both options have their own benefits and drawbacks, making it important for you to carefully consider your needs. Customer Service Trends
CSM Magazine
FEBRUARY 10, 2023
For companies looking to attract and retain customers, investing in Gen Z employees can provide an effective way to improve customer service.
ChurnZero
FEBRUARY 10, 2023
As a customer, there’s nothing better than working with a CSM who really “gets you.” ” Someone who understands your needs and knows what your perfect business review looks like. However, the path to achieving that idyllic customer relationship isn’t always straightforward.
Contact Center Pipeline
FEBRUARY 7, 2023
One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
ShepHyken
FEBRUARY 7, 2023
If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers.
Lumoa
FEBRUARY 9, 2023
The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues.
Myra Golden Media
FEBRUARY 10, 2023
One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request.
Beyond Philosophy
FEBRUARY 9, 2023
By now, you might have heard of ChatGPT by OpenAI. This AI-powered chatbot can write everything from raps to commercial copy for Ryan Reynold’s mobile company to online Customer Experience articles. It has the potential to make AI accessible to everyone—even me.
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
ShepHyken
FEBRUARY 6, 2023
Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.
Callminer
FEBRUARY 5, 2023
Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences
CustomerServ
FEBRUARY 7, 2023
What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about hiring individuals living in areas with persistently high unemployment and limited career opportunities.
Beyond Philosophy
FEBRUARY 4, 2023
I have written seven books, countless articles, and tons of keynote speeches, not to mention thousands of emails. As a writer, through and through, I know how difficult it can be to stare at a blank screen watching that blinking cursor wondering where to start.
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
ShepHyken
FEBRUARY 5, 2023
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.
Fonolo
FEBRUARY 9, 2023
In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers.
Contact Center Pipeline
FEBRUARY 10, 2023
“The best offense is a good defense, but a bad defense is offensive.” Gene Wolfe, American Science Fiction Writer “The best defense is a good offense” is an idiom that has been applied to many fields of endeavor, including games and military combat.
kommunicate
FEBRUARY 9, 2023
Last Updated on February 9, 2023 New year, and new beginnings. We added some exciting features to our product in the month of January, and here is a quick update. Bots page gets an overhaul: Our “Bots” page got a revamp to give our users more clarity on how effective the bot has been after [.]
Advertiser: ZoomInfo
ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?
ShepHyken
FEBRUARY 5, 2023
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.
ConvergeOne
FEBRUARY 7, 2023
Part 1. Part 2 , Part 3 and Part 4 of this blog series detail the first four steps to effective Workforce Engagement Management. Customer Experience
Contact Center Pipeline
FEBRUARY 8, 2023
As we enter 2023, it’s never been clearer that we are living in a world created by a global pandemic. It upended how organizations operate and then accelerated how businesses responded to years of evolving customer behaviors.
Advertiser: ZoomInfo
More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.
ChurnZero
FEBRUARY 8, 2023
Washington, D.C., February 8, 2023 — ChurnZero, the platform and partner for Customer Success, has earned the G2 2023 Best Software Awards for Fastest Growing Product and Best Product Management Product, based on customer reviews submitted to G2.
Nuance
FEBRUARY 8, 2023
All our healthcare work is directed at a single goal: providing the world’s clinicians with the tools and support they need to thrive in their roles and deliver the high standard of care patients deserve.
HelpCrunch
FEBRUARY 10, 2023
It seems that only yesterday chatbots were something new and unusual and today they are everywhere.
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