Contact Center Pipeline
MAY 28, 2020
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future? While many policies and processes will eventually move closer to what they were before the […].
Fonolo
MAY 26, 2020
Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business? The first step is to consider the root problems — the vast majority of challenges you will encounter boil down to customer experience, call distribution, technology, and the we
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
MAY 29, 2020
This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about just giving the customer what she wants, saying “yes,” and bending over backwards for her.
Beyond Philosophy
MAY 28, 2020
It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.
Advertisement
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 25, 2020
Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Since most open businesses now require customers to wear a facemask – as well as all employees – it’s almost impossible for your customer to see your smile.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 27, 2020
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap , one that results from incomplete information.
Beyond Philosophy
MAY 23, 2020
The Surprising Power of Ideas That Don’t Make Sense Part 1. If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent. However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn’t make sense, will be a way to create competitive differentiation that you would otherwise not have.
Contact Center Pipeline
MAY 27, 2020
For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good or bad our contact centers were, on a yearly basis, and figure out what to do next. Let’s not waste this reflective opportunity, and instead let’s change our way of thinking […].
Callminer
MAY 27, 2020
Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics.
Advertisement
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
ShepHyken
MAY 25, 2020
Each week I read a number of 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. How to calculate your customer retention rate by Bryce Baer. (Zendesk) Churn happens. But a company shouldn’t run from its churn rate.
Steve DiGioia
MAY 28, 2020
As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers. These tips are called “Tips on Thursday” The goal of these tips is to provide my dedicated readers with actionable tips that can be shared with their friends and fellow employees and can be used in any industry to start their day with a focus on providing the BEST service and experience for their customers.
GetFeedback
MAY 28, 2020
The 8 steps to creating a successful post-purchase survey plan.
Callminer
MAY 26, 2020
This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.
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.
TechSee
MAY 26, 2020
The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers.
SharpenCX
MAY 26, 2020
It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. And sometimes, customer service teams are written off because the staggering turnover rates make execs think it’s a lost cause to invest in agents.
GetFeedback
MAY 24, 2020
The most prominent challenges of running a cross-functional CX team and how to overcome them.
Callminer
MAY 25, 2020
Here are some of the best metrics a call center can start with to inform growth strategies and track performance.
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!
CSM Practice
MAY 28, 2020
What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them.
JustCall
MAY 26, 2020
Cold calling is undoubtedly the most challenging part of inside sales. But, did you know that 92% of all customer interactions happen over the phone? Being prepared with a cold calling script can be helpful. Not only are you more confident in making the offer. You are also able to navigate through every conversation smoothly. In this blog, we will take you through cold calling scripts you can use for creating your sales pitch.
Contact Center Pipeline
MAY 26, 2020
HelpCrunch
MAY 28, 2020
Customer relationship is a prime factor that determines the success of a business and the qualities of a company. The most experienced businessmen would tell you how important it is to retain customers sometimes more [ … ]. The post 10 Most Reliable Customer Communication Tools for Building Stronger Relationships appeared first on HelpCrunch blog.
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.
Integrity Solutions
MAY 28, 2020
The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale. It’s motivating and rewarding. However, the allure of “getting the win” can also be a potential trap for some of us.
Nicereply
MAY 26, 2020
Find a balance of the two to paint a holistic picture of your team across the board—they are more than just numbers—and then make the solid case for keeping them. Support is important—we all know this. But customer service and support are usually the first places that, when the going gets tough, team members are forced to get going. In our current economic landscape, many companies are doing lay-offs, furloughs, or trying to find ways to run a leaner ship, and it’s possible that there’s been som
Guru
MAY 26, 2020
What does it really mean when a new hire joins your company? Usually, it indicates that you want a fresh perspective, need some new blood, are in a position to backfill some churned headcount, or are ready to add some true specialists to your organization. We know what onboarding means for the new hire: excitement, swag, and a fair amount of confusion.
DMG Consulting
MAY 26, 2020
WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Vendors are making large research and development (R&D) investments in these product areas, and end users are eager to realize the proven benefits from automation and the promised payback from AI. .
Advertisement
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.
Injixo
MAY 27, 2020
It's hard to create efficient schedules that meet the fluctuating demands in a contact center. However, there are a number of creative scheduling approaches that can help you out. Pick the ones that fit best in your contact center.
Nicereply
MAY 26, 2020
Soft skills are much more than just being nice. If you’ve put together a list of personal development goals lately, it’s probably looked a little like this: • Complete Javascript course on Codecademy. • Work with data team on CSAT analysis trends. • Increase CSAT score to 95%. For most of us, when we think about learning new skills for our roles, we want to pick up extra hard skills.
inmoment
MAY 26, 2020
Research Report Background and Introduction. InMoment (formerly MaritzCX), conducts an ongoing study, CX Standards, tracking satisfaction with customers’ interactions with over 300 companies spanning 17 industries in the United States. Beginning on March 27, we added COVID-19-related questions to this study to track how well industries and businesses are doing serving customers during this crisis.
Expert insights. Personalized for you.
213 
Let's personalize your content