Customer Contact Central Submitted Articles

SEPTEMBER 20, 2021

Learn tips and tricks for building a conversation that had a bad start.

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Contact Center Pipeline

SEPTEMBER 22, 2021

As we all reflect on the changes, stresses and effects on mental health, corporate culture and employee engagement, we realize that the future of the workplace will require a focus and commitment to the mental health of our team members while creating a culture supported by emotionally intelligent leaders. In Part 1 of this series, […].

Employee engagement 147

Employee engagement 147

Callminer

SEPTEMBER 21, 2021

Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction.

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CCNG

SEPTEMBER 24, 2021

By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. Our discussion included topics such as (1) What strategies and incentives are contact centers using to address a very challenging labor market? (2) What are applicants telling employers, and what will be necessary to keep top talent moving forward?

CCNG 273

CCNG Healthcare Contact Center Marketing 273

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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.

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question. On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.

Airlines 273

Airlines Feedback Self service Best practices 273

Callminer

SEPTEMBER 19, 2021

Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more.

Marketing 182

Marketing Customer Service 182

360Connext

SEPTEMBER 21, 2021

This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.

Education 190

Education Journey mapping Advertising Customer Experience 190

Beyond Philosophy

SEPTEMBER 18, 2021

Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers’ business. So how do you get them to say, “I’ll be back?” Our guest Shep Hyken, author, speaker, and thought leader for the Customer Experience movement joins us to answer that question with material from his new book, I’ll Be Back: How to Get Customers to Come Back Ag

Consulting 170

Consulting Consulting Best practices Customer Experience 170

Contact Center Pipeline

SEPTEMBER 23, 2021

The world is changing at a very rapid pace. Societal demands, workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive! With a focus on the workplace, adapting to changing employee expectations requires us to view everyday situations through a broader lens with more empathy and […].

Employee engagement 147

Employee engagement 147

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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

Surveys

SharpenCX

SEPTEMBER 22, 2021

Since 2007, Airbnb’s grown to serve 4 million hosts who’ve welcomed more than 900 million guests into their homes. The company’s completely transformed the hospitality industry. They changed how people travel and enjoy time away from home. And, they’ve given other companies the best example of what a good customer experience looks like.

Customer Experience 128

Customer Experience Self service Contact Center Call Center 128

The Northridge Group

SEPTEMBER 21, 2021

Businesses today are undergoing a paradigm shift as the customer journey moves to a “ digital first ” pathway. Yet the “digital first” evolution is only part of the story. In the past twenty years, we’ve also seen an explosion in the number of digital channels through which customers can be engaged: from websites to mobile phone apps, from social media and e-commerce platforms to the Internet of Things and virtual assistants like Siri and Alexa.

Chatbots 125

Chatbots Accountability Technology Personalization 125

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered.

Engineering 123

Engineering Best practices Management Customer Service 123

Contact Center Pipeline

SEPTEMBER 21, 2021

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].

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Contact Center Personalization Call Center Management 147

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.

Customer Experience

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management. If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and get

Education 113

Education Government Sales Enterprise 113

Fonolo

SEPTEMBER 23, 2021

Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…”. Virtual hold technology has resolved this dreaded game of cat and mouse. Also commonly referred to as call-back technology, this tool frees customers from having to wait on hold by allowing them to request a call from a live agent at a later time.

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Abandon rate Average Handle Time Interactive Voice Response Call Center 99

Quality Contact Solutions

SEPTEMBER 21, 2021

If customer retention is not at the forefront of your business’s strategic plan, it should be. Did you know that retaining existing customers is far more cost-effective than acquiring new ones? In this article, we’ll cover 5 ways to retain customers. New vs. Current Customer Facts Customer acquisition costs are five times that of retention costs.

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Customer retention call center professionals outsourcing Sales 105

kommunicate

SEPTEMBER 19, 2021

Since the upsurge of the Covid-19 pandemic in 2020, the necessity of chatbots has increased. This is because people had to work from home. This meant that any business using human dialogue systems took a hit. A chatbot is a software application deployed to a website or an application. A chatbot can engage in a [.]. The post Best Chatbot Development Frameworks & Platforms [2021] appeared first on Kommunicate Blog.

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Chatbots Customer Support 105

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!

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Totango

SEPTEMBER 23, 2021

What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll consider the benefits of tracking CSAT and how it can help your business. We’ll discuss how to measure CSAT within the context of your customer lifecycle.

Surveys 98

Surveys Metrics Benchmark Wait times 98

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Customer success teams often have a range of responsibilities, depending on the team’s age, the size of the company, and what type of product they are supporting.

Education 103

Education Accountability Benchmark Sales 103

Working Solutions

SEPTEMBER 23, 2021

It was 25 years ago when young McKesson manager Kristin Kercheval had a chance encounter with Working Solutions founder Kim Houlne. Working on an innovative pharmaceutical coupon program, Kristin and Kim quickly developed a good rapport. This project and other ventures McKesson entrusted to Working Solutions were big successes. Kristin must have made a lasting […].

Management 98

Management 98

Babelforce

SEPTEMBER 23, 2021

What do your call center agents do while at work? Yes, they answer customer calls. But there’s more to the job than that. They also: Take part in meetings Complete training Mentor and coach new employees Go on breaks. All these activities are necessary. But they still take away from the time agents could spend taking calls. The time spent on these activities is called shrinkage.

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Call Center Management Average Handle Time Coaching 98

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.

Contact Center

ChurnZero

SEPTEMBER 24, 2021

6 Steps to Rock Your Customer Success Software Implementation. At some point or another, we’ve all learned the hard lesson that rework is costly – whether it’s at the expense of your time, money, or sanity. As an Implementation Specialist here at ChurnZero, I can tell you firsthand that neglecting your Customer Success software implementation is a recipe for rework, or worse, abandonment.

Customer centricity 98

Customer centricity SaaS CRM Customer retention 98

VirtualPBX

SEPTEMBER 24, 2021

Business VoIP features for busy professionals offer time-saving and convenient solutions for everyday workflow inefficiencies. As a Telecommunications company with remote and hybrid employees, creating a productive and streamlined workplace is our field of expertise. Today’s blog will share five types of business VoIP features designed with busy professionals in mind. 1.

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voip Call Logging Telecommunications Call flow 98

NobelBiz

SEPTEMBER 21, 2021

Building relationships between businesses and customers is always crucial. That is s why many contact centers have turned to personalizing the customer experience as a way to increase customer loyalty. After all, customers appreciate the fact that companies recognize them as individuals. But then, as a contact center how do you best personalize the customer experience?

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Contact Center Personalization Customer Experience contact center solutions 98

Hodusoft

SEPTEMBER 23, 2021

HoduSoft named ‘Emerging Company’ by Indian Achievers’ Forum. HoduSoft, an India-based growing VoIP and information technology company, bagged the Indian Achievers’ Award for 2021 as the ‘Emerging Company’ for its outstanding achievement and contribution in nation building. . “As an Indian and a Co-Founder of an India-grown company, it gives us immense satisfaction to be recognized as the ‘Emerging Company’ by the India Achievers’ Forum and its network.

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voip Telemarketing Contact center software Contact Center 97

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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.

Self service

ChurnZero

SEPTEMBER 22, 2021

This is a guest blog post by Anita Toth, Chief Churn Crusher. 9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. Let’s face it. Difficult customer conversations are hard. It doesn’t matter whether you’re a brand new CSM or a CSM with a lot of experience or a CS Leader, having difficult conversations with customers is hard. But they’re a necessary part of helping to serve your customers–whether the difficult conversation is because your company made a mistake or bec

Feedback 97

Feedback 97

Customer Contact Central Submitted Articles

SEPTEMBER 20, 2021

Management 175

Management 175

Guru

SEPTEMBER 22, 2021

The internet, the shifting labor market, and, hopefully, common sense will tell you that for knowledge workers, hybrid work isn’t just a trend (it’s merely writing blogs about hybrid work that’s trendy).

Marketing 87

Marketing 87