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.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

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.

More Trending

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.

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.

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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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. .

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

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.

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.

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?

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.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

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.

Transparent BPO Appoints Dean Birtwell to Vice President, Business Development

Transparent BPO

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.

The Enterprise Guide to Interactive Voice Response (IVR) Software

Avoxi

The Enterprise Guide to Interactive Voice Response (IVR) Software Modern day businesses require a reliable IVR system to succeed. When call flows are optimized and callers are routed to the right department, the first time, your customer experience (CX) metrics improve.

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.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Fast Food vs. Fine Dining in Customer Service

Help Scout

What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'? Read the full article

Transparent BPO Invests in Jamaica for Next Phase of Global Expansion

Transparent BPO

Caribbean Nation Expands Nearshore Capacity By Scott Newman, CEO, Transparent BPO Jamaica is a natural fit for Transparent BPO’s growth strategy. After visiting and evaluating several locations within a few hours of the U.S. mainland, this market just made sense.

The Role of IVR in Travel & Hospitality

Avoxi

The Role of IVR in Travel & Hospitality Modern day travel and hospitality businesses require a reliable IVR system to succeed. When call flows are optimized and guests are routed to the right department, the first time, your customer experience (CX) metrics improve.

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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LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Quarterly Release Notes, December 2021: Targeted Messages, Properties Visibility, and More!

Help Scout

Release Notes is our bimonthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. Read the full article

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Colleagues Rally to Coworker’s Aid

Transparent BPO

Transparent BPO core value comes alive with selfless acts By Rob Johnson, Senior Vice President of Belize Operations, Transparent BPO My colleagues in Belize know how to breathe life into our core values.

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.

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.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

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.

Flood Damage Restoration in B.C. with One Tree Planted: AnswerConnect’s December Tree-Planting Partner

AnswerConnect

Following devastating flooding in B.C., AnswerConnect partners with One Tree Planted to plant trees in areas that require flood damage restoration projects. The post Flood Damage Restoration in B.C.

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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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