Fonolo
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
Tethr
NOVEMBER 23, 2021
As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry. Between bots, personalization, and overall process transparency, you already know many ways to address upgrading your CX. But what you may not know is that the same technology is the foundation of all these approaches: Artificial intelligence.
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Beyond Philosophy
NOVEMBER 20, 2021
One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field. It can be challenging to communicate why you are the best when you have a complex offering and you want to tell customers all about it.
ShepHyken
NOVEMBER 23, 2021
What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.
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Contact Center Pipeline
NOVEMBER 24, 2021
When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm. Today, IVA technology is revolutionizing how customer service is delivered and is changing the game for many organizations as they strive to come back stronger in the post-pandemic era […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
NOVEMBER 25, 2021
One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share. Jeanne-Claude’s problem is that his company offers a complicated product, and despite their offering being better than the competition, the competition is winning. .
ShepHyken
NOVEMBER 22, 2021
Each week I read many 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. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. DiJulius. (Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?
Contact Center Pipeline
NOVEMBER 25, 2021
Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!
CX Accelerator
NOVEMBER 26, 2021
As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships! I am really grateful to have the opportunity to see my friends thrive in their careers.
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.
Virtual Live Labs
NOVEMBER 22, 2021
In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Here are three mistakes leaders make when it comes to employee engagement that can sabotage their organizations: Not understanding the communication formula for connecting with employees.
ShepHyken
NOVEMBER 24, 2021
To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question. At the end of a project with a customer, she sends an email requesting the customer take a short survey.
Contact Center Pipeline
NOVEMBER 23, 2021
Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their teams to achieve qualitative goals, such as increasing customer satisfaction, customer retention and providing a superior customer experience (CX).
Concentrix
NOVEMBER 22, 2021
This acquisition marks an evolutionary milestone for Concentrix, supporting the growth strategy of investing in digital transformation to deliver exceptional customer experiences. The post Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company appeared first on Concentrix.
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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.
Virtual Live Labs
NOVEMBER 22, 2021
In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle. Here are three mistakes leaders make when it comes to employee engagement that can sabotage their organizations: Not understanding the communication formula for connecting with employees.
TechSee
NOVEMBER 22, 2021
The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time. And remote staff need help acclimating to their new reality, requiring enterprises to look for ways to reduce the resultant high remote IT support cost. .
SharpenCX
NOVEMBER 23, 2021
If you’re like me, you’ve already started mentally preparing for the holiday season. You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring. As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. So, to help you, we’ve put together a reading list to get you through the holiday season. .
Eptica
NOVEMBER 26, 2021
Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Published on: November 26, 2021. Author: Pauline Ashenden - Demand Generation Manager Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 billion between now and 2025.
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.
Help Scout
NOVEMBER 22, 2021
B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel.
NobelBiz
NOVEMBER 24, 2021
Today’s customers are digital-first and that’s non-negotiable. They want to be informed, they enjoy knowing the news first and they value being there when major events happen. They expect brands to speak their language and use their communication channels. This can either be a major challenge or a great opportunity! The post PACE: Community Insights – How to Build a Seamless Customer Experience Using Omnichannel appeared first on NobelBiz®.
VirtualPBX
NOVEMBER 23, 2021
Holiday Communications Survival Mode. Small businesses must prepare for the increased volume the holidays bring by maximizing internal and external communication needs in today’s challenging business environment. From the website to phones to texting, connecting is even more essential than ever to succeed. As a business owner, adapting and changing at a moment’s notice will be crucial, and pregaming how your customers will want to communicate with you (and they will) is time worth investing.
kommunicate
NOVEMBER 22, 2021
If we look at the history of businesses worldwide, customer support service was the first ‘online marketing’ that ever existed. But, providing customer support services to your customers is a challenge in itself. This is where chatbots come into play. Provide human-like customer service to your customer without needing to hire any human being. Just [.].
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Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Spearline
NOVEMBER 23, 2021
The rise of cloud-PBX There are many benefits of cloud-PBX for business customers. Benefits include flexibility and cost-savings. They also include a lack of hardware maintenance, and increased geographic reach. All things considered, it’s easy to see why many businesses were making the switch, even before the Covid-19 pandemic caused us all to reset our expectations of working life.
Kapta Customer Success
NOVEMBER 22, 2021
Creating a long-term plan for every client in your company's book of business isn't just a valuable habit for growing revenue and building a stronger relationship. It also allows you to cultivate a predictable revenue stream, which can be even more important when your focus is organization-wide revenue. Not only do you and your team need to be able to determine the likely revenue, sales opportunities, and growth potential of a given key account, but you also need to be able to assess the costs o
Abby Connect
NOVEMBER 24, 2021
Have you been considering the assistance of a live virtual receptionist service? If so, you may be wondering whether it’s in your budget. There are many variables to consider when hiring a live virtual receptionist, which is why it’s important to remain aware of how pricing works, and what that means for the quality of… The post How Does Virtual Receptionist Pricing Work?
Advantage Communications
NOVEMBER 25, 2021
When customer service is managed internally, most businesses only have agents available during opening hours and that can be a huge problem when it comes to ensuring customers are satisfied. That’s because many customers can’t call until they are off work, at which point the vast majority of businesses (and their customer service centers) are already closed.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Spearline
NOVEMBER 24, 2021
How to reduce latency and improve VoIP calls. Latency is a well-known contributor of poor quality VoIP calls. As VoIP calls are real-time, even the slightest delay is noticeable. Persistent high latency can slow down conversations and lead to the dreaded ‘talk over’ effect where one speaker interrupts the other unknowingly. Latency can cause echoes, making it difficult for the listener to hear and understand what is being said.
Totango
NOVEMBER 23, 2021
Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.
Fonolo
NOVEMBER 24, 2021
Contact centers face constant shifts like any industry, with contact center trends reporting more remote call centers and a heightened need for customer intelligence and improved work environments. A robust call center IVR system and strategy can support all the above trends. Here we’ll get into the basics of call center IVR and why it’s important, as well as some call center IVR best practices that’ll improve your call center performance.
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