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 […]. Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-home

Contact Center 142

Contact Center Cloud contact Call Center 142

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?

Contact Center 79

Contact Center Abandon rate Self service Metrics 79

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. That’s not it at all.

Customer centricity 142

Customer centricity Journey mapping Customer Care Feedback 142

Callminer

MAY 27, 2020

At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously.

Best practices 177

Best practices Employee engagement Surveys Feedback 177

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Technology

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.

Engineering 221

Engineering Metrics Advertising Consulting 221

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.

Customer Support 202

Customer Support Customer Service Customer Experience 202

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.

Call Center 152

Call Center Contact Center Analytics Multichannel 152

Contact Center Pipeline

MAY 26, 2020

Contact Center 139

Contact Center Management 139

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.

Advertising 183

Advertising Engineering Consulting Consulting 183

Advertisement

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

call center software

ShepHyken

MAY 26, 2020

Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology. Top Takeaways: Many customers believe that companies don’t care about customer service. If this were true, the customer support center or department would not exist.

Contact Center 150

Contact Center Customer Support Technology Management 150

Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term.

Metrics 152

Metrics Call Center Average Handle Time First call resolution 152

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 […]. agent pay call center call center compensation career growth compensation contact center pay for performance merit pay performance management productivity tenure increases

Call Center 130

Call Center Contact Center Management 130

GetFeedback

MAY 28, 2020

The 8 steps to creating a successful post-purchase survey plan. Articles

Sales 128

Sales Surveys 128

Advertiser: Skilljar

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Education

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. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate.

Customer Service 143

Customer Service Metrics Customer effort Customer retention 143

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.

Metrics 84

Metrics Engineering Government B2B 84

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. Here is what I mean….

Sales 83

Sales Scripts B2B Best practices 83

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.

Personalization 109

Personalization Management 109

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customer Experience

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.

Technology 75

Technology Big data Entertainment CRM 75

GetFeedback

MAY 24, 2020

The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles

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104

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. Cold calling is an attempt at converting prospects into customers.

Scripts 72

Scripts Telemarketing Marketing Analytics 72

Tethr

MAY 28, 2020

Upgrade the training you provide to your call center reps so they can upgrade the service they provide to your customers. Here are some tips: Get the team acquainted. All training should begin with an introductory meeting (either video or in-person) to help the new agents get connected with the call center director, agent supervisors and department heads. Don’t forget to connect them with other agents for camaraderie.

Call Center 70

Call Center Coaching Education Best practices 70

Advertiser: ZoomInfo

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Sales

Talkdesk

MAY 26, 2020

The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building. Below you’ll find a series of valuable tips that will help you build rapport with customers over the phone in no time.

Scripts 67

Scripts Call Center call center software Personalization 67

Toister Performance Solutions

MAY 28, 2020

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The shipping clerk leaned across the counter to hand the customer a receipt. The customer instinctively leaned in to take it. In an instant, the recommended six feet of social distancing was compromised. You can see examples like this everywhere.

Advertising 66

Advertising Government Customer Experience Management 66

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. .

Analytics 64

Analytics APIs Contact Center Sales 64

Tethr

MAY 27, 2020

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Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Government

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. But that might not be where we should be spending our effort.

Technical Support 63

Technical Support Customer advocacy Customer Service Management 63

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.

Best practices 63

Best practices Management SaaS Metrics 63

Talkdesk

MAY 28, 2020

Extending Virtual Private Network (VPN) connections throughout an organization became a common tactic employed by many companies to enable remote agents during the coronavirus (COVID-19) crisis. However, this tactic is not future-proof. The extra cost of extending your VPN connection means buying and building out technology that will no longer be used once your agents return to the contact center.

Contact Center 62

Contact Center Personalization Customer Support Customer Service 62