Brad Cleveland Blog
FEBRUARY 9, 2022
There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well. Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.
Beyond Philosophy
FEBRUARY 10, 2022
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.
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Steve DiGioia
FEBRUARY 7, 2022
There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it.
Myra Golden Media
FEBRUARY 5, 2022
Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and join me live! .
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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.
ShepHyken
FEBRUARY 8, 2022
An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Peter Lavers
FEBRUARY 10, 2022
Customer charters can play a key role in manifesting your wider brand promise into concrete standards and commitments that you are happy for your customers to judge you by. In hundreds of engagements in all types of businesses and sectors, we have seen a lot of customer propositions, charters and promises! If we have learned anything from this experience it’s that your charter mustn’t be wishy washy!!
Virtual Live Labs
FEBRUARY 6, 2022
According to a recent McKinsey poll , the top three factors employees cited as reasons for quitting were: 1) They didn’t feel valued by their organizations (54 percent), 2) they didn’t feel valued by their managers (52 percent), and 3) they didn’t feel a sense of belonging at work (51 percent). Now that work-at-home is here to stay, leaders at all levels are going to have to re-engineer how they lead.
ShepHyken
FEBRUARY 9, 2022
First, I hope the word “data” doesn’t scare you off. We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. Today we’re going to talk about relationship data. . First, understand that relationship data is information you have about a customer that you can’t get by looking at a spreadsheet that includes information about all your customers.
Bill Quiseng
FEBRUARY 7, 2022
Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.
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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
Nextiva
FEBRUARY 9, 2022
Nextiva was named a G2 Best Software Award winner in two categories: Collaboration & Productivity and Global Sellers. G2, the global software marketplace used by more than 60 million software buyers, released its awards today, which rank the world's best software companies and products based on authentic, timely reviews from real users. Nextiva ranked #5 […].
Eptica
FEBRUARY 7, 2022
Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Published on: February 07, 2022. Author: Pauline Ashenden - Demand Generation Manager With its combination of superior collaboration tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration environment, a growing number of contact centres are implementing Microsoft Teams.
Help Scout
FEBRUARY 11, 2022
Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.
Totango
FEBRUARY 11, 2022
Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.
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.
VirtualPBX
FEBRUARY 10, 2022
Today’s communications rely on many factors to be successful. One, in particular that stands out the most is Business SMS. The Softphone App and SMS keeps your internal and external communities connected in such a way that not using it would be a professional setback. If you’re a real estate agent on the go, you can get immediate responses for live showings, or if you’re a business owner needing to send out a time-sensitive company update, Softphone SMS that and boom, done.
Spearline
FEBRUARY 10, 2022
The rise of cloud telephony software such as Webex Calling and MS Teams We previously wrote about the benefits and challenges of cloud PBX. The one certainty is that the reliance on cloud-based team collaboration software is not declining anytime soon. Thousands of enterprises use these applications on a daily basis to keep dispersed teams connected and communicating.
Provana
FEBRUARY 9, 2022
As agencies develop a more strategic approach to incorporate flexibility and scalability into their collection efforts, speech technology has become an integral part of their growth strategy. To boost productivity without neglecting compliance, call center-based companies must look to advanced speech analytics (SA) platforms to provide a positive consumer experience while bolstering revenue.
Totango
FEBRUARY 9, 2022
The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures.
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!
ChurnZero
FEBRUARY 8, 2022
According to the Harvard Business Review , about 75% of change efforts fail due to their inability to deliver value or complete abandonment. . Pile that on top of other stressors, and your chances of change friction and burnout skyrocket. “The amount of change that the average employee can absorb without becoming fatigued is half of what it was last year,” says Jessica Knight , Vice President of Gartner. .
Spearline
FEBRUARY 9, 2022
Welcome El Salvador to Spearline! We are delighted to inform you that El Salvador has just joined Spearline, and is available for immediate testing. This means you can now test numbers in El Salvador, across its two major mobile networks – Claro and Tigo. In addition, the solution is hosted in San Salvador, which is where the calls will originate from, and terminate in.
Nicereply
FEBRUARY 9, 2022
Avoiding errors seems like something we were all taught to do. . Our parents, throughout our schooling, and as we entered into the workforce we were told not to make mistakes, apologize when we do make one, and learn something from them. Read our first piece of Support talks with Craig Stoss and Paul Tucker , Head of Customer Support at EveryoneSocial , focuses on the last of those three points. .
Hodusoft
FEBRUARY 9, 2022
Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming.
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.
CSM Magazine
FEBRUARY 7, 2022
In 2020 there were an estimated 2.83 million people working in call centers across the United States according to Statista.com. These facilities are the backbone of numerous industries’ customer service operations which rely upon these call centers and call center agents to ensure their customers are receiving the best experience possible. In an industry that employs millions and is also responsible for handling sensitive information for millions, security and efficiency are extremely impo
Spearline
FEBRUARY 8, 2022
Competitors in every business sector are striving for Customer experience (CX) excellence which will drive growth. Gartner estimate that more than 90% of customer conversations happen on the phone. Therefore, telephone conversation is a huge area for CX management. With many millions of customer conversations happening each and every day, voice traffic is very much “big data”.
Kapta Customer Success
FEBRUARY 7, 2022
For a business to be successful, you must be willing to make continuous updates and improvements where necessary. More importantly, you should always be focused on your customers and how you can improve their experience with your brand and products or services. This starts with tracking your churn rate versus customer retention and running churn analysis to discover what's causing customers to go to the competition — and change it.
ChurnZero
FEBRUARY 8, 2022
ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. This award is earned by software products and companies that provide best-in-class customer service products and experiences for their customers.
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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 8, 2022
Feeling Chatty? Keeping any team happy is often discussed in pizza parties, social get-togethers, or other benefits. For distributed teams, the importance of communication can get lost. And that is the keyword – communication. And the essential technologies that we need to keep up our communication. It gets tough to keep off-site employees engaged because one runs the risk of making it feel forced.
Spearline
FEBRUARY 7, 2022
Bahrain joins Spearline mobile We are delighted to announce that you can now test your numbers in Bahrain, with two of the largest mobile operators in the country – Batelco and Zain. The solution is hosted in Manama, which is where the calls will originate from and terminate to. The addition of Bahrain to Spearline mobile brings the total number of countries you can test your numbers in across mobile networks, to 62.
Call Design
FEBRUARY 10, 2022
A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume. Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather t
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