Sat.Dec 11, 2021 - Fri.Dec 17, 2021

Secrets Revealed: How to Be Distinctive from Your Competition and Win!

Beyond Philosophy

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. .

What is patient experience and why it matters?

Callminer

Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations

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5 Ways Contact Centers Can Best Serve Customers and Grow Their Business

Contact Center Pipeline

Customer satisfaction is the umbrella metric of any contact center. Our industry thrives on happy customers and top-notch experiences. Delivering on that overarching goal has always been easier said than done, however, and the disruption of the pandemic compounded the challenge.

The Psychology of the Word “Because” to Get Customers to Accept Your Word As Final

Myra Golden Media

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” ” The experiment had people ask to cut in a line of people waiting to use a copy machine.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Secrets Revealed: How to Be Distinctive from Your Competition and Win!

Beyond Philosophy

Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing.

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Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way.

CX Is About to Change (Again)

Contact Center Pipeline

Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and appointments went online. Brick-and-mortar retail turned to digital. Our entire experience with brands was contained within a few square inches of a screen.

How to Successfully Change to a Digital Experience and Create ROI

Beyond Philosophy

Consumers these days are more informed when they come to your retail centers today than they once were. Instead of browsing the aisles, they scroll through pixels. If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. .

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Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment

Virtual Live Labs

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

2022 Trends: Imagine the Future of Call Centers

TechSee

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences.

The Evolving Contact Center Supervisor

Contact Center Pipeline

2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to almost every level’s work routines, no role has transformed as much as that of the frontline supervisor.

How to Successfully Change to a Digital Experience and Create ROI

Beyond Philosophy

Imagine that you own a well-known car brand during a global pandemic. No one is coming to the show room to see your dealer’s cars, nor are they bringing them in for service. No one is really driving them around, either. What do you do?

Foster a Virtual Communication Feedback Loop in a Work-at-Home Environment

Virtual Live Labs

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Quotidian Customer Service Scripts to Ease Your Workflow

HelpCrunch

How many times have you asked yourself: “Gosh, can’t I just be Bruce Almighty and handle all customers’ requests faster, no fuss, no muss?” ” Been there, done that. Being snowed under with queries, one should [ … ].

Let Them Go, Really…Just Let Them Go! – Tip #36

Steve DiGioia

Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc.

Don’t Cut What Is Obvious to the Customer??

Shep Hyken

Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues.

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CSM Renewal Survey Strategy

ClientSuccess

Often, CSMs get into the customer success space because they like the excitement of working with customers or the challenge of helping users through their day-to-day problems. One area in the customer success lifecycle where some CSMs tend to get nervous is renewal conversations.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Uniphore Collaborates with Cisco to Enable Better Customer Experiences

Uniphore

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

5 Tips for a Great Social Media Customer Service Strategy

Fonolo

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. .

Angie Kronlage Makes Client Success Her Calling

Working Solutions

In her first 13 years with Working Solutions, Angie Kronlage witnessed the company grow exponentially. She also has seen it retain the unique character of specialized customer service, which differentiates it from every other business in the virtual contact center industry.

What’s the True Cost of Your In-House Customer Service Program?

Advantage Communications

Organizations that want to offer a superior customer experience and first-class customer face a choice, they can either manage it in house or they can outsource their customer service program to a specialized contact center. Customer Service Trends

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

The New Retail Customer Experience: How Humans + Machines Optimize the Conversation and Outcomes

Uniphore

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online.

HoduCC emerges among top 5 in Gartner’s GetApp Category Leader Board

Hodusoft

HoduCC emerges among top 5 in Gartner’s GetApp Category Leader Board. Our team works non-stop to make every product stand out and consistently meet our customer’s expectations. It feels great to know that we are inching closer to our goal every day.

The 7 Steps to Scaling Customer Service During Busy Seasons

Working Solutions Outsourcing

Adapting customer service coverage during peak or holiday season fluctuations is challenging to maintain.

The Knowledge You Needed in 2021: Guru's Year in Review

Guru

Another year has almost come to pass, and we think that 2021 was a pretty good year for Guru. To be fair, 2020 set the bar pretty low for what constitutes a “good” or “bad” year. Despite that, we’re beyond proud of everything we accomplished over the past 12 months. company news

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Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Expert perspective: How to level up your voice of customer program

NICE inContact

Imagine having a gold mine in your yard and never venturing out to dig up some nuggets. Customer Experience Contact Center Management NICE CXone

Do Not Disturb: Holiday Edition

VirtualPBX

Staying put in the holiday break zone is sometimes easier said than done, switching modes from working at home or office to preparing for family arrivals and shopping excursions. Everyone needs the ability to unplug from work at a moment’s notice.

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Transparent BPO Appoints Dean Birtwell to Vice President, Business Development

Transparent BPO Outsourcing

Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec. 17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer.