Contact Center Pipeline
SEPTEMBER 15, 2021
We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the convenience of Amazon’s one-click ordering and speed of delivery, the relief of hearing that a Genius Bar representative at the Apple store can fix your device, the authenticity of Zappos, and […].
ShepHyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.
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Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more.
Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!
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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.
Contact Center Pipeline
SEPTEMBER 14, 2021
Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.” The competition for contact center resources has never been greater; this puts contemporary frontline-focused organizations as the most likely to succeed in recruiting and retaining staff. You want to make sure that it is […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 11, 2021
You probably didn’t mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing your job; getting the message out. Unfortunately, your marketing inadvertently damaged your customer focus. However, marketing isn’t the only area to blame for the problem. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you.
Myra Golden Media
SEPTEMBER 17, 2021
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.
Callminer
SEPTEMBER 13, 2021
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.
ShepHyken
SEPTEMBER 13, 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. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.
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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
Contact Center Pipeline
SEPTEMBER 16, 2021
Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who grew up on “Star Wars,” the ever-present and droids C-3PO and R2D2 painted a picture of quasi-living computers as companions. More recent audiences, meanwhile, might look to Tony Stark’s JARVIS (Just […].
Fonolo
SEPTEMBER 16, 2021
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.
SharpenCX
SEPTEMBER 16, 2021
Companies like yours constantly look for ways to optimize productivity. How can you handle more interactions in less time? What can you do to scale your service with less budget? And how can you give customers the best service, raising KPIs month over month? But, to paraphrase Shakespeare, too much of a good thing is too much of a good thing. Over-optimizing your operations, while seemingly a good idea, can totally bust your operations.
ShepHyken
SEPTEMBER 17, 2021
This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace.
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.
Outsource Consultants
SEPTEMBER 14, 2021
There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to it. But why would anyone worry about potentially high sales volume? It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters.
Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business.
SharpenCX
SEPTEMBER 14, 2021
More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And, with remote work, employees are working more than ever before. At this point, nearly 50% of American employees consider themselves workaholics. Add in new working conditions and shifting protocols, and it’s easy to see why employees are overwhelmed.
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea
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!
HelpCrunch
SEPTEMBER 14, 2021
Imagine, you are a soap seller with thousands of customers. If one of them switches to a competitor, you barely feel the difference. Oppositely, if you are offering an issue-tracking SaaS solution to 50 business [ … ]. The post B2B Customer Service: Definition & Best Practices appeared first on HelpCrunch blog.
Eptica
SEPTEMBER 17, 2021
Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Published on: September 17, 2021. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.
Nicereply
SEPTEMBER 16, 2021
Using Natural Language Processing, Sid believes that you can activate that idle data and generate improvements across your organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support Data is a very underutilized resource. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors.
Nextiva
SEPTEMBER 15, 2021
Without a formal call center strategy, what are your chances of providing the best customer experience? If your answer is anything less than optimal, you’re not alone. While there aren’t any stats on how many businesses fail without a set strategy, the importance of documenting call center processes tends to get lost when you don’t […]. The post Call Center Strategy: How Do You Build One That Sticks?
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.
DMG Consulting
SEPTEMBER 14, 2021
Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. Read this article on the publisher’s website. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. Companies are beginning to rethink how they treat their employees, which is creating complications for many organizations in the short term but will likely drive positive (and overdue) changes that will be beneficial in the l
Babelforce
SEPTEMBER 15, 2021
Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 Start training early.
inSided
SEPTEMBER 16, 2021
This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it! Digital customer success has been a hot topic lately. Let’s start by defining what digital customer success is, and for this, I’m going to quote Brian LaFaille ’s definition as I believe it is the most straightforward and si
Hodusoft
SEPTEMBER 14, 2021
HoduCC Named Best Telemarketing Software By Digital Dot com. Little did we know five years back, when HoduSoft started its journey that we will become part of the growth stories of the most enterprising companies in the world. The latest recognition comes from Digital.com. HoduSoft’s HoduCC omnichannel contact center software has been named as the best telemarketing software by the online review platform, Digital.com.
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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.
Nicereply
SEPTEMBER 14, 2021
If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members. As humans, we like to avoid pain. This is a survival mechanism that has kept us alive for many years. People without the instinct to avoid things that might hurt tend to die early in life. For example, the first caveman who ignored the teeth and tried to cuddle a saber tooth tiger didn’t survive to tell us about it.
Spearline
SEPTEMBER 17, 2021
See what our customers are saying about us. Customer Insight – Luke Genoyer Global Call Forwarding About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries.
Kapta Customer Success
SEPTEMBER 13, 2021
The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.
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