CCNG
MAY 10, 2023
Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. What research do I have to prove my point, you may ask? None. But I do have my own experiences.
Beyond Philosophy
MAY 6, 2023
Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.
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NobelBiz
MAY 9, 2023
Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and perfo
Working Solutions
MAY 8, 2023
Leveraging Technology to Increase Customer Engagement Increasing customer engagement is central to any effective sales and marketing plan. Engaged customers are more likely to expand their relationship with you to other transactions, and even bring new customers into the fold via positive word of mouth.
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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
SQM Group
MAY 9, 2023
The Cost Per Call is an essential metric for measuring the cost of handling a single call and indicates how efficient and effective your call center is.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Balto
MAY 9, 2023
As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Not to mention, it can hinder your operational efficiency and make you incur hefty monthly expenses.
Voiptime
MAY 9, 2023
We always mention that all vital decisions you make regarding call center management, call center operations optimization, workforce management, or scaling up strategy development have to be based on precise statistical data. What do we mean by it?
Toister Performance Solutions
MAY 11, 2023
You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.
CSM Magazine
MAY 9, 2023
In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression.
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.
Beyond Philosophy
MAY 11, 2023
We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.
Callminer
MAY 8, 2023
Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.
ShepHyken
MAY 10, 2023
There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.
TechSee
MAY 11, 2023
It’s almost a joke now, isn’t it? You go to a popular fast food chain or pharmacy, or something similar and find that whatever you were there to do, get a milkshake, or print some photos, can’t be done because “the [insert machine] is down” One reason could be that these machines are complex pieces of equipment that require regular maintenance and cleaning.
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!
Russel Lolacher
MAY 7, 2023
In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. A few reasons why she is awesome — she is a keynote speaker and the name on the sign for Minette Norman Consulting LLC, helping leaders create more diverse, equitable and inclusive.
Hodusoft
MAY 10, 2023
11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.
ShepHyken
MAY 9, 2023
Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.
Cisco - Contact Center
MAY 12, 2023
This blog explores the operational and financial impact of Cisco Vulnerability Management from a Forrester TEI study conducted by Forrester Consulting and commissioned by Cisco.
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.
MiaRec
MAY 11, 2023
There are several factors you need to consider when researching Voice Analytics solutions for your contact center. You might have questions such as, "What makes one solution different from another? How can I ensure I get the best ROI for my purchase?" While Voice Analytics solutions can look similar at first glance, they are not one-size-fits-all.
Lumoa
MAY 9, 2023
In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.
VirtualPBX
MAY 9, 2023
To effectively use text messaging as a communication tool, it is crucial for businesses to follow SMS best practices. As a fast and direct way to reach customers, SMS has become an essential tool for businesses of all sizes for marketing, customer support, and other communication purposes. However, it’s important to note that SMS also has its own set of best practices and content to avoid.
Cisco - Contact Center
MAY 10, 2023
The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities. An estimated 37% of the world’s population – or 2.
Advertiser: ZoomInfo
In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
kommunicate
MAY 11, 2023
Last Updated on May 11, 2023 In recent years, chatbots have become increasingly popular due to their ability to automate customer service and improve user experiences. With advancements in natural language processing (NLP), chatbots can now understand and respond to human queries more effectively than ever before. One of the most widely used messaging apps [.
Transparent BPO
MAY 12, 2023
The island paradise boasts a renowned reputation for affable and friendly residents – and this extends into the mentality of local agents. With a perfect location, as well as strong cultural and economic ties to the US – Jamacia has been positioned to be among the most important nearshore locations as early as the 1990s. […] The post Jamaica – A keystone location for BPO in the Caribbean appeared first on Transparent BPO.
Fonolo
MAY 10, 2023
Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did! They’re fun, inspiring, and an excellent chance to learn something new while building new relationships.
Cisco - Contact Center
MAY 11, 2023
Cisco Networking Academy is celebrating 25 years of educating the learners who connect the world. This is one story that illustrates the power of partnerships for an inclusive future for all.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Connect
MAY 10, 2023
Economic challenges and evolving market trends related to customer expectations are forcing businesses to radically change nearly every facet of customer service. As these factors continue to evolve, businesses must take stock and make significant changes in response to rising demand for immersive customer experiences (CX). Businesses that have already responded by investing to enable natural, fluid interactions are already experiencing tangible results with higher CSAT scores and demonstrable r
kommunicate
MAY 12, 2023
Last Updated on May 12, 2023 Admit it, a majority of you love it when you get a correspondence with your name written on it. It is like receiving a handwritten letter in this era of Instagram DMs and cold emails. But what purpose does personalization serve? How do you effectively carry out personalization using [.] The post Chatbot Personalization: How To Create A Tailored Experience For Your Users appeared first on Kommunicate Blog.
Bill Quiseng
MAY 10, 2023
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.
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