Upstream Works
JANUARY 25, 2022
For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. But how can contact centers respond?
Contact Center Pipeline
JANUARY 26, 2022
“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a third pole. Suddenly, he raced back to the first pole, whose spinning plate had slowed down and begun to wobble. He […].
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Beyond Philosophy
JANUARY 22, 2022
I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point. Now, in 2022, I see the next big thing: Customer Science. Customer Science combines the power of artificial intelligence (AI), customer data, and the concepts of behavioral science to help organizations create a winning customer
ShepHyken
JANUARY 26, 2022
I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.
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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.
Outsource Consultants
JANUARY 24, 2022
In retrospect, late 2019 seems like another world. With the COVID-19 pandemic lurking in the shadows, we wrote an article about the changing BPO industry in the Philippines. Little did we know that the issues the outsourcing powerhouse was currently facing were about to be dwarfed by considerably larger obstacles. So where do things stand now? Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional di
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
JANUARY 27, 2022
The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that. . As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.
ShepHyken
JANUARY 28, 2022
This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. He shares the 5 ways a CRM can influence the customer and business part of your organization. Customers play a crucial role in establishing the position of a business in the market.
Spearline
JANUARY 25, 2022
According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world. While reducing customer churn is not the sole responsibility of the contact center in an organization, there are techniques that can be applied to reduce the rate.
Contact Center Pipeline
JANUARY 25, 2022
During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure how everything would play out. Though we had several plans in place for business continuity/disaster recovery (BC/DR), it didn’t involve an entire workforce working from home (WFH) as we were a […].
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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
OrecX
JANUARY 27, 2022
Contact centers and enterprises can interact and collaborate with recorded audio and associated meta data in a host of ways through real-time audio capture. Some of those ways include: Automated QA - Organizations can now capture and automatically analyze (with the addition of AI and speech analytics ) all their agent calls rather than a mere sampling, without adding more supervisors and quality evaluators.
ShepHyken
JANUARY 25, 2022
The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer’s experience.
aircall
JANUARY 24, 2022
Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. Businesses typically rise to the top when they offer the types of products and services that people want. But warning: This doesn’t mean you can take customers for granted just because you have something they crave.
Eptica
JANUARY 24, 2022
Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Published on: January 24, 2022. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.
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.
Satrix Solutions
JANUARY 24, 2022
Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply chain shortages, and pandemic-related disruptions. Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative.
Tethr
JANUARY 24, 2022
Here at Tethr, we’re committed to continuously evolving our approach to a better customer experience–both for our customers and yours. Over the years, that’s looked like a lot of things, from research into the highest-converting sales behaviors, to new product features, to investments in the company as a whole. Each of these has brought something new to Tethr, and enabled more powerful insights, a better user experience for our customers, and more.
aircall
JANUARY 28, 2022
Pipedrive was created to add an extra level of intuition and usage to the typical CRM system. Unlike most CRM systems, Pipedrive was developed by the salespeople who use it most. They created a system that meshes with your sales method and sales team to produce the best results. How Does It Work? Pipedrive put it best in one of its how-to videos : “The intention is to have a CRM that will reach out to your sales reps and tell them what they need to do from day-to-day, as opposed to your sales re
Expivia
JANUARY 26, 2022
Contact center success doesn’t just happen. It takes hard work, focus, and consistency. But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful. There’s the pressure to reach KPIs , the need to support your business or the businesses you work with, and operations you need to manage as well. .
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!
Nicereply
JANUARY 25, 2022
For a business, there’s nothing better than knowing you’ve delivered an exceptional customer experience. You crave those moments when you exceed your customers’ expectations and successfully carry out your brand vision. On the flip side, there’s nothing worse than failing your customers and not living up to your customer service goals. We’re all human and bound to make mistakes, which is why it’s so important to know how to apologize to a customer for bad service.
ConvergeOne
JANUARY 27, 2022
This article originally appeared in Security Magazine. One of the biggest challenges facing businesses today is how to transform their customer-?rst passion into a truly unparalleled experience. The bar of expectations from both consumer and B2B customers has never been higher. Many organizations in earlier stages of digital transformation, or those simply unable to fully utilize existing investments, will struggle to meet – if not exceed – those expectations.
Momentum Telecom
JANUARY 28, 2022
Finding the right network and cloud communication solutions has become essential for today’s businesses. Whether you’re running a bootstrapped startup or a large corporation, your business needs reliable and versatile network connectivity and cloud communication options. Similarly, you need to provide your employees with the right tools to collaborate with each other and interact with customers.
VirtualPBX
JANUARY 27, 2022
Forget the Spandau Ballet lyrics. My name is Kevin Peyton, and I am Vice President of Sales at VirtualPBX. I hope you enjoy this journey into the tools and techniques I use to help elevate a team. Today, I want to go over call reports examples and how they provide a vast wealth of information to help manage your internal teams. If you aren’t using call reports, stick around and let me convince you of the invaluable insight regarding team and individual rep’s performance and growth.
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.
Nicereply
JANUARY 27, 2022
Get back on track without absurd New Year’s resolutions! Welcome to our first edition of Content Pie. Content Pie from Nicereply is content in short form that offers value and actionable tips on the spot. Today we will go through 12 things to do to improve your customer support in 2022. Rather than focusing on everything all at once, we’ve curated a list of tips that you can focus on monthly.
Spearline
JANUARY 27, 2022
Surprises can be fantastic and energizing, but for IT professionals not so. Hidden downtime and blindspots raise anxieties in network teams. However, in the increasingly complex arena of information and communications technologies, careful change management protects business. Systems monitoring is comprehensive. As businesses grow and evolve, so does their infrastructure.
Quality Contact Solutions
JANUARY 27, 2022
Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. You can find anything from helpful tips to a geographically convenient inside sales seminar to attend with a quick Google search.
kommunicate
JANUARY 26, 2022
Last Updated on January 27, 2022 “Learn to code” is a mantra so frequently repeated in the tech community that it’s practically become an Internet meme. The implication is that every would-be tech entrepreneur needs to learn to code or they’ll never get off the ground. This ignores the hundreds – and realistically, thousands – [.].
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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.
VirtualPBX
JANUARY 26, 2022
Getting Back to Basics. VirtualPBX is all about launches this month, and in keeping with that momentum, we are introducing our new webinar series, “VirtualPBX Feature Showcase!” These webinars will support current customers of VirtualPBX on VoIP basics, how-to’s, and best practices. They will also include demos of new features and updates, giving you a closer peek behind the curtains and inside the minds of the VirtualPBX teams.
Russel Lolacher
JANUARY 23, 2022
In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. A few reasons Vernon is awesome – he’s an Adjunct Professor of Podcasting at the UMSL School of Business at the University of Missouri, wrote a book called Master Your Message, host of his own podc
ChurnZero
JANUARY 24, 2022
Building a business from the ground up always has its challenges, but maintaining a subscription-based business can be particularly difficult due to its ongoing nature. One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ?
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