Nicereply
MAY 4, 2022
Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department. It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. This is why creating a stellar customer experience is essential for your eCommerce business.
Brad Cleveland Blog
MAY 5, 2022
Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark. But it’s the underlying processes where the real improvement opportunities are.
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LiveVox
MAY 2, 2022
The call center is the hub of customer service in a company. That means that expectations for agent performance are high. Customers are calling in for a variety of issues or general queries and want to be treated well. If they have a poor experience then they are very likely to go elsewhere. The post Call Center Metrics that Matter appeared first on Livevox.
ShepHyken
MAY 4, 2022
I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo. Of course, I thanked her and I found my seat, just a few rows from the front of the plane.
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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.
Steve DiGioia
MAY 2, 2022
Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person. It was so much fun. I have many fond memories as a kid watching some of the greats like Bruno Sammartino, Pedro Morales, Andre the Giant, Chief Jay Strongbow, George the Animal Steele, and many more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MAY 4, 2022
Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog.
ShepHyken
MAY 3, 2022
Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.
Steve DiGioia
MAY 5, 2022
In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business? How can we attract more millennials, what’s important to them? But they forget the basics of a successful business.
Myra Golden Media
MAY 2, 2022
I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A.
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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.
Callminer
MAY 2, 2022
Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools needed to consistently improve CX at scale. Read more.
ShepHyken
MAY 6, 2022
This week, we feature an article by Aamir Baloch, one of the Co-Founders at Odondo , where he obsesses over the details to deliver a strong and compelling proposition for each of his clients. He shares how you can improve your customer service strategy and team to take advantage of the benefits an exceptional customer service function has to offer. Before customer service outsourcing , there was once a time when customer service was largely limited to one-on-one phone calls.
Cyara
MAY 4, 2022
Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first behaviors and meeting surging demand for support. In fact, 51 percent of businesses have integrated online and offline channels and embraced new channels for customer interactions.
Outsource Consultants
MAY 4, 2022
Even if you haven’t seen the movies, Star Wars has some pretty famous lines that have become staples in popular culture. In addition to being deep and philosophical, they are often applicable to everyday life or even business relationships. As a celebration for May the 4th , a punny day celebrating everything Star Wars, Outsource Consultants has broken down how each of these four famous movie quotes relates to the BPO industry.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Lumoa
MAY 5, 2022
Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth.
Hodusoft
MAY 4, 2022
Difference Between Hosted PBX and SIP Trunking – A Buyers Guide. Business communication has evolved rapidly to meet the requirements of ever-changing enterprise needs to facilitate seamless communication and collaboration. When choosing the right business communication tools, people without technical backgrounds may think terms like Hosted PBX Software and SIP trunking are interchangeable.
Education Services Group
MAY 6, 2022
The Reason. The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). It’s only been about six months since I graduated high school, so I still have at least six months left in what I’m calling my ‘buffer-year.’ To be honest, I don’t really know what I’m going to do with my life next.
ChurnZero
MAY 6, 2022
Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. You Mon joined the CHURN.FM podcast to talk about his pragmatic approach to entrepreneurship, the lessons he brought with him when founding ChurnZero, and the one thing he wish he knew before starting his career.
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.
Quality Contact Solutions
MAY 5, 2022
Do you provide your customers the ability to communicate via phone, email, text, and chat? If you said yes, that’s awesome, but does that mean you have completed your omnichannel strategy? The answer is no. Understanding Omnichannel Communication If you are only providing these various communication channels without the ability for your customers to move, communicate or buy without starting from scratch seamlessly, you are just giving multi-channel.
Spearline
MAY 3, 2022
Phone number testing is arguably one of the most important aspects to ensure an excellent customer experience. No matter what business you operate, your phone numbers are one of your most important assets. Studies show that phone calls are the most used channel for customer service. While other contact channes such as email, online chat and FAQs etc. are important, when a customer takes the time to actually phone you, it is generally for something important.
TeamSupport
MAY 2, 2022
What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations. So what must-have features make a great customer support ticketing system that ensures success with your customers?
ChurnZero
MAY 3, 2022
Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. The only problem is knowing where to start—so we’re here to help. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.
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
Nicereply
MAY 2, 2022
All jobs are stressful to some degree, but it’s particularly tough for customer support agents. Working in customer support involves a high level of job-related stress. The constant pressure to solve customer problems, blaze through the support queue, and deal with upset and angry customers can take its toll on even the best support team. Your support team is emotionally responsible for the well-being of your customers, and constantly demonstrating empathy all day can lead to fatigue.
MicroAutomation
MAY 4, 2022
Professionals in business or government are constantly on conference calls or speaking with clients where it is important to have precise notes on what was said. Unfortunately, it is almost impossible to take good notes while participating or conducting an important meeting. Therefore, there is a high likelihood of missing information that may be key […].
Helpware
MAY 5, 2022
A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers. At the same time, consumer preferences have changed to prefer instant gratification and ease of use with devices such as smartphones and tablets.
360Connext
MAY 3, 2022
Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders how customers behaved last week, last month, and last year. And customer journey maps tell the story of how the customer interacted with the brand.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
SQM Group
MAY 3, 2022
SQM research identifies the root causes for the top five repeat call reasons that hinder delivering great customers service and First Call Resolution. Uncover these root causes.
Nuance
MAY 2, 2022
In its landmark 2016 study, the Health Resources and Services Administration estimated that, by 2025, 37 states wouldn’t have sufficient physicians to meet demand for primary care. More recent projections show that, as a nation, we’re still far from solving the problem; this summer, the Association of American Medical Colleges (AAMC) projected the United States [.
Helpware
MAY 3, 2022
The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small businesses is approximately 50% at the five-year mark. This is according to research conducted by the SBA's Office of Advocacy.
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