Beyond Philosophy
FEBRUARY 19, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Senior executives have risen to their position for many reasons, but one of them is a love for numbers. Executives live by numbers.
Contact Center Pipeline
FEBRUARY 23, 2022
As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and too often a frustrating experience. Inadequate online self-help, limited interaction channels, multiple phone numbers and web sites, excessive form filling and paperwork, having to contact multiple agencies, and finding the right […].
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TechSee
FEBRUARY 21, 2022
It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any point in history. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. There is a good reason for their optimism. 80% of US survey respondents indicated that they accelerated their AI adoption over the past two years.
CCNG
FEBRUARY 24, 2022
A sea change in talent acquisition happened in the past 20 years. Now it is time for another! Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out. The very technology companies implemented to hire “perfect” candidates is now keeping perfectly capable candidates hidden at a time employers are struggling to find workers.
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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.
Myra Golden Media
FEBRUARY 24, 2022
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.
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
FEBRUARY 24, 2022
One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. I share them because I have also learned that if you don’t deal with them correctly, you can endanger your career. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience.
Steve DiGioia
FEBRUARY 24, 2022
Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies. But shouldn’t they realize that a small customer can lead to a bigger customer , increased business, and more customers down the road?
Callminer
FEBRUARY 22, 2022
Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call center services.
ShepHyken
FEBRUARY 22, 2022
Teaching Employees How to Smile. Serving Internal Customers First. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first. Top Takeaways: Teaching employees how to “smile” starts with having employees feel comfortable in their skin, having them feel like they are in a place where they can, and allowing them to
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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
Contact Center Pipeline
FEBRUARY 25, 2022
I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his company’s unique training and performance management product that ensures service excellence in every call. Q. What makes BCI unique to the […].
GetFeedback
FEBRUARY 23, 2022
The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay.
aircall
FEBRUARY 23, 2022
To fuel the future of voice, HubSpot is making a strategic investment in Aircall, its #1 most installed telephony partner. This funding complements our shared customer-centric missions of delivering best-in-class technology paired with outstanding customer experiences for small and medium businesses. We’ve been building richer conversations together since 2016—and this partnership expansion is just one way we’re continuing to increase productivity and empower sales and support teams to have more
ShepHyken
FEBRUARY 21, 2022
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. Are Lifelike Digital Humans the Future of Customer Experience? by Rebecca Bellan. (TechCrunch) Soul Machines, a New Zealand-based company that uses CGI, AI and natural language processing to create lifelike digital people who can interact with humans in real time, has raised
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.
Guru
FEBRUARY 24, 2022
We’re officially introducing Guru’s new free user role: Light users. This user role makes it easy for you to get your entire company on the same page and into the same knowledge base.
HelpCrunch
FEBRUARY 22, 2022
100% of employees are people. 100% of customers are people. 100% of investors are people. If you don’t understand people, you don’t understand business. Simon Sinek No worries, let’s handle the customers first. What they [ … ]. The post Want to Win Clients’ Hearts? Consider Personalized Customer Service appeared first on HelpCrunch blog.
Avoxi
FEBRUARY 22, 2022
Building a Modern Call Strategy: 6 Call Management Mobile App Benefits Easily build an effective modern strategy with a phone app for inbound and outbound calls! Watch productivity grow when you give your reps the full power of your unified communications platform through their mobile device. 58%. That’s how many employees want the option to… The post Building a Modern Call Strategy: 6 Call Management Mobile App Benefits appeared first on AVOXI.
ShepHyken
FEBRUARY 25, 2022
This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business. According to Forbes, 96% of customers would leave your business if you deliver a bad customer experience. .
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!
Totango
FEBRUARY 23, 2022
Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. Then, we’ll walk you through a step-by-step process for creating your map, including how to incorporate technology to make your map bring about the successful results you and your customers wan
Bill Quiseng
FEBRUARY 22, 2022
For many years, there has been a stranglehold of the “Profits over People” mentality for business leaders. These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these traditionalists do not hear their grumbling employees and complaining customers many hierarchical rungs below.
Avoxi
FEBRUARY 23, 2022
7 Reasons to Consolidate Your Business Phone Numbers It's important to efficiently manage your business numbers and voice carriers. Don't let manual resources get you sidetracked, simplify inventory tasks and unify your communications for the best customer experience with business phone number management software! Growth is a widely targeted objective for international businesses around the… The post 7 Reasons to Consolidate Your Business Phone Numbers appeared first on AVOXI.
Call Experts
FEBRUARY 24, 2022
Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Unfortunately, the reality is that most businesses don’t have the budget or the expertise to do so. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs.
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.
Joe Rawlinson
FEBRUARY 21, 2022
So, you have aspirations to mold the minds of modern society through online teaching. That is certainly an amazing notion, but you must understand how to go about creating a reputation and a subsequent business for your teaching desires. Starting an online teaching business can be relatively easy, but ensuring it is a truly successful endeavor will take a considerable amount of work.
Totango
FEBRUARY 25, 2022
Have you seen what Totango is working on? We wrapped up 2021 with a few game changing innovations and are excited to get on the road again with another exciting year of new features. . In 2022, we’re upping our game on customer engagement, creating more team collaboration experiences, connecting Totango to more of the tools you use everyday, and supporting your organizational changes and evolution.
Nicereply
FEBRUARY 23, 2022
The most commonly used metric is NPS. Even though it doesn’t seem like it, the NPS metric is important to many companies. Here is a brief overview of what NPS means, how is NPS calculated, and what is a good NPS score to achieve. What does NPS mean? The NPS means Net Promoter Score and it’s a metric specifically developed to measure customer loyalty, judging by a customer’s likelihood to recommend a product to others.
Hodusoft
FEBRUARY 24, 2022
Best IP PBX Call Management Software for Small Business. Keeping pace with the ever-evolving needs of your small business in a cost-effective manner is no easy feat. By choosing the right call management system you can reach out to stakeholders and customers, at the right time and in the right way. However, traditional PBX systems are difficult to install, expensive to manage, and lack many features your business needs to survive in the modern business landscape.
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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
FEBRUARY 24, 2022
“Laissez les bons temps rouler.” That’s right, let the good times roll this Mardi Gras 2022. As a business showcasing Mardi Gras deals and specials, this is a perfect opportunity to customize your business communications with some Fat Tuesday flair. Let’s cover some ways to get your business up and “jazzy” this year.
Quality Contact Solutions
FEBRUARY 24, 2022
Many call centers have transitioned to a? working from home model. As a result, call center leaders appreciate the change as much as their team members do. Working from home increases flexibility, which is a win for both employees and employers. Employees enjoy eliminating the daily commute, that the dress code is more relaxed, and they can grab a drink from the convenience of their kitchen.?.
Spearline
FEBRUARY 24, 2022
In addition to the traditional voice call, customers now have a range of ways to engage with contact centers. These include email, instant messaging, apps, and social media. Despite having so many choices, customers still find it easier to talk. Surveys consistently find that customers are content to use automated systems or chat for simple interactions.
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