Contact Center Pipeline
DECEMBER 8, 2021
I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m less surprised by the definition and more surprised at the time frame. To think that AI conversations began more than six […].
ShepHyken
DECEMBER 10, 2021
This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. He shares how engaging content and personalized experiences can lead to longer-term subscriptions that have a huge impact on brands’ bottom lines. Retaining subscribers with engaging content and personalized experiences is key to building revenue and driving long-term success. .
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Callminer
DECEMBER 6, 2021
If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective.
Beyond Philosophy
DECEMBER 10, 2021
Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS).
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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.
Bill Quiseng
DECEMBER 6, 2021
It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
DECEMBER 8, 2021
Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.
Beyond Philosophy
DECEMBER 9, 2021
On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®.
Contact Center Pipeline
DECEMBER 10, 2021
Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic. And there’s no going back: Accenture reports that consumers expect to continue using […].
ShepHyken
DECEMBER 7, 2021
Vigilant Customer Service. How to Avoid Complacency in Customer Interactions. Shep Hyken interviews Len Herstein, CEO and President of ManageCamp Inc. and author of Be Vigilant!: Strategies to Stop Complacency, Improve Performance. They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships. Top Takeaways: What breeds complacency in business?
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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
SharpenCX
DECEMBER 8, 2021
As of May 2021, nearly 70% of companies reported they plan to fully adopt a remote work or hybrid work model. Many prominent companies have already made the switch indefinitely, including brands like Adobe, Salesforce, Spotify, and Twitter. In a survey conducted by FlexJobs , 58% of respondents claimed they want a fully remote job post-pandemic, while 39% prefer a hybrid arrangement.
Beyond Philosophy
DECEMBER 8, 2021
Fred Reichheld, inventor of the Net Promoter Score ® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld’s new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers , shows tracking the actual referrals is the next level, what Reichheld describes as the “gold” in the business—and the future of your customer strategy.
Contact Center Pipeline
DECEMBER 9, 2021
Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. The identity of your contact center in the enterprise is undeniably linked to how others see you—or perhaps don’t see you at all. The contact center’s value is inextricably tied […].
ShepHyken
DECEMBER 6, 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. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. (Destination CRM) What’s the difference between customer service and customer care?
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.
HelpCrunch
DECEMBER 7, 2021
Initially, personal customer service used to be pervasive at every step of the buyer’s journey. It was perceived as the norm that outside business hours, clients were deprived of any way to ask a question. [ … ]. The post Web Self Service is Here to Make Your Support a Cakewalk appeared first on HelpCrunch blog.
Beyond Philosophy
DECEMBER 4, 2021
I love when listeners write in with their business problems. I don’t love that they have problems, but I love that they share them with us so we can all work through them together. In our latest submission for our “I’m in a Pickle” feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score ® (NPS) is not where they need it to be.
Customer Service Life
DECEMBER 6, 2021
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Then there are those times when the pendulum swings in the other direction and I instead spend my time reviewing analytics, planning for the future, and working with others in the organization on initiative
Help Scout
DECEMBER 7, 2021
Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.
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!
Tethr
DECEMBER 8, 2021
Tethr, the leading AI-powered conversation intelligence platform for listening enterprises, has announced a $15 million funding round led by IAG Capital Partners. AUSTIN, TEXAS (PRWEB) DECEMBER 07, 2021. Tethr, the leading AI-powered conversation intelligence platform for listening enterprises, has announced a $15 million funding round led by IAG Capital Partners, with participation from existing investors including Kline Hill Partners and Falmouth Ventures.
CSM Magazine
DECEMBER 10, 2021
The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer. Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job.
Quality Contact Solutions
DECEMBER 10, 2021
In their November 3rd issue, Forbes magazine published a report from The Conference Board, which gave their predictions for? 2022 economic growth. Global supply chain issues, labor challenges, COVID-19, which won’t go away, and inflation resulting from the previously mentioned threats are expected to continue challenging businesses. Therefore, it is essential to refine your small business marketing strategies and find what’s most effective to help limit the potential adverse business
Help Scout
DECEMBER 9, 2021
Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?
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.
kommunicate
DECEMBER 8, 2021
In the month of November, we have added some new features to your favorite customer support tool. WebApp Chat Transcripts Now you can send Chat transcripts to your users via your own email. Just head over to Settings > Conversation > Chat Transcript and setup your email Chat Widget Similar to the hide-post CTA setting, [.]. The post Here’s What’s New from November 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.
VirtualPBX
DECEMBER 7, 2021
Balancing the Biz. Balancing customer demands with employees’ needs can be challenging during the holiday season, and doing it right helps you separate your business from the competition. There are a few ways to go from a precarious tightrope journey to an easy cakewalk to amp up your communication techniques. How You Doin’? Managing customer communication often starts with ‘when’ and ‘how’ your employees receive calls.
NobelBiz
DECEMBER 9, 2021
Optimizing the human element for a better Contact Center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch.
Nicereply
DECEMBER 9, 2021
A sales pitch is like courtship. It should promise the customer great things. But when they buy, it is your turn as a business to deliver and exceed expectations. Businesses have mastered the art of sales, with numerous innovations and investments from old-school tactics to AI chatbots. However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you.
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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.
Totango
DECEMBER 6, 2021
What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.
Kapta Customer Success
DECEMBER 6, 2021
Net promoter score results aren't enough to gain a clear understanding of what your organization needs to do to build healthier and longer-lasting relationships with key clients. Instead, it's important to develop an interview and feedback system that integrates into overall account management so your KAM team has a strong relationship with each client that continues to develop over time.
CSM Magazine
DECEMBER 6, 2021
Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead. Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary st
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