ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s

Customer Service 263

Customer Service Education Customer Experience Personalization 263

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. Since I also consume a lot of content I have built up a list of things I was willing to give my time to freely to try and help others. I have spoken at trade shows and events, done videos, written articles and been on countless webinars.

Contact Center 195

Contact Center Feedback Marketing Technology 195

Customer Contact Central Submitted Articles

SEPTEMBER 12, 2022

Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.

Call Center 246

Call Center Metrics 246

Callminer

SEPTEMBER 13, 2022

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

Feedback 182

Feedback 182

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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

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service. Natural Language Processing (NLP) helps computers understand and process human language, which has powerful implications for businesses that want to offer increased communication with customers and clients without the high cost of hiring additional staf

Feedback 167

Feedback Chatbots Education Consulting 167

Contact Center Pipeline

SEPTEMBER 15, 2022

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating that Adaptability is the new competitive advantage! We read and hear the statement “the future of work is Human.” This is a topic of many webinars, articles, and think tanks and yet […].

147

147

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

ShepHyken

SEPTEMBER 13, 2022

How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.

Consulting 161

Consulting Consulting Technology Customer Experience 161

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept. 15, 2022 /PRNewswire/ — TechSee, the market leader in Computer Vision solutions for customer service, today announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing t

Big data 109

Big data Consulting Consulting Contact Center 109

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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

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Contact Center Pipeline

SEPTEMBER 13, 2022

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s certainly not the only factor. A new study commissioned by Calabrio found that there is a significant disconnect between the most-asked-for […].

Contact Center 147

Contact Center Agent Empowerment 147

HelpCrunch

SEPTEMBER 12, 2022

Meet a typical customer of an online shop ?????They made an order and reached out to customer support to fill in the dots. “Oh, the shop has an Instagram account, I’ll contact them there” – [ … ]. The post 7 Multichannel Customer Support Software to Avoid Incoherent Communication appeared first on HelpCrunch blog.

Multichannel 127

Multichannel Customer Support Accountability 127

Eptica

SEPTEMBER 12, 2022

Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022. Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.

Chatbots 125

Chatbots Best practices Marketing Management 125

CSM Magazine

SEPTEMBER 16, 2022

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis. A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.

Transportation 98

Transportation Marketing Technology Accountability 98

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

ChurnZero

SEPTEMBER 16, 2022

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang.

Customer retention 98

Customer retention Customer centricity Metrics Sales 98

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.

Benchmark 83

Benchmark Telecommunications Feedback Metrics 83

Spearline

SEPTEMBER 16, 2022

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers. to track call and data flows to your agents irrespective of location, and receive full Call Detail Records (CD

Contact Center 98

Contact Center Customer Experience Interactive Voice Response Personalization 98

Nicereply

SEPTEMBER 15, 2022

There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns. That’s why you should prepare your customer service representatives to avoid using expressions or customer support phrases that might seem offensive to clients.

Best practices 98

Best practices Customer retention Customer Support Customer Service 98

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!

Feedback

Quality Contact Solutions

SEPTEMBER 14, 2022

After countless hours of planning, preparation, and implementation, you finally have the new telemarketing program kicked off. It seems to be running smoothly and more importantly, client goals and expectations are being met. You have a great operations team in place to keep a close eye on KPIs and make adjustments as needed to continue to reach and exceed client goals.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

VirtualPBX

SEPTEMBER 14, 2022

If you are looking to switch to an internet-based phone system, understanding the key differences between Voip vs SIP Trunking will allow you to pick the best communication solution for your business. The best place to start is to determine whether your business will utilize a voice-only service or if you need a more robust communications solution. While SIP Trunking and VoIP have some similarities, they are not the same.

voip 98

voip Wireless Call flow Technology 98

Hodusoft

SEPTEMBER 16, 2022

What is IP PBX Auto Provisioning and How Does it Work? The holiday season is around the corner and people are shopping from your website like crazy. The result is a heavy inflow of calls on order status and many such inquiries. But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity!

Telecommunications 98

Telecommunications Interactive Voice Response Engineering Enterprise 98

Fonolo

SEPTEMBER 16, 2022

On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late.

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

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

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

SaaS 86

SaaS Upselling Best practices Customer retention 86

SmartAction

SEPTEMBER 16, 2022

Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives. Asking Alexa to play your favorite podcast and have her quickly play it for you is made possible by the same type of technology that allows contact centers across the world to automate voice conversations.

Interactive Voice Response 89

Interactive Voice Response Virtual Agent Contact Center Engineering 89

Hodusoft

SEPTEMBER 14, 2022

How Multi Tenant PBX Software Empowers Telecom Businesses? The dynamics of the telecom industry have dramatically evolved in the last few years. More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. When you have distributed teams, multi-tenant PBX systems become the lifeline of your business communications.

Multichannel 96

Multichannel Telecommunications voip Analytics 96

AWS Machine Learning

SEPTEMBER 16, 2022

Customer relationship management (CRM) is a critical tool that organizations maintain to manage customer interactions and build business relationships. Zendesk is a CRM tool that makes it easy for customers and businesses to keep in sync. Zendesk captures a wealth of customer data, such as support tickets created and updated by customers and service agents, community discussions, and helpful guides.

APIs 89

APIs CRM Management Accountability 89

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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

MiaRec

SEPTEMBER 15, 2022

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world. For example, survey response rates are at an all-time low ( 18% for a phone survey ), and you are drawing from a very limited pool of survey participants.

Contact Center 87

Contact Center Big data Surveys Technology 87

delighted

SEPTEMBER 16, 2022

You’re faced with many options (and questions) during the survey creation process: What survey type should you use? How should you send your survey? What questions should you ask? And of those, which should be open-ended versus close-ended questions? Today, we’ll tackle the last topic: how close-ended questions differ from open-ended ones, plus how, when, and why to use them.

Surveys 81

Surveys Feedback Advertising Best practices 81

Playvox

SEPTEMBER 14, 2022

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety of platforms with customers before, during, and after a sale — is creating even more data to analyze and track.

Feedback 79

Feedback Surveys Contact Center Engineering 79