TCN
DECEMBER 18, 2020
Deciding on a contact center software can be difficult for any organization. That’s why it’s. The post 3 Ways Online Transcription Services Can Improve Your Contact Center appeared first on TCN.
Upstream Works
DECEMBER 16, 2020
Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. It is with this information that contact centers can provide more informed and personalized service. Customer experience then becomes a core strategic focus for businesses.
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Babelforce
DECEMBER 17, 2020
The topic of personalized customer service has probably crossed your desk at some point. It’s on a lot of people’s minds. (Just short of 90% of digital businesses are currently investing in personalization.). In marketing and sales, personalization drives revenue. In service, it drives retention. And yet…. If you research how businesses personalize service you get some very bland advice ; use the customer’s names, be friendly in interactions, listen to and understand their query….
ShepHyken
DECEMBER 16, 2020
I’m often asked what the best way to disrupt the competition is. The answer is to not compare yourself to the competition, but to the best companies from other industries. In my customer service speeches, I’ll sometimes ask the audience to share who their favorite and easiest companies are to do business with. The typical answers are Amazon, Zappos, Walmart and other recognizable brands.
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Myra Golden Media
DECEMBER 17, 2020
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes. As companies moved to support remote workers, segmented shifts, etc. they too often found self service options inadequate in view of staffing challenges.
ShepHyken
DECEMBER 14, 2020
Each week I read a number of 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. The 6 Top Customer Experience Trends in 2021 by Julien Rio. (CXM) The digital transformation of companies accelerated significantly in 2020.
Myra Golden Media
DECEMBER 15, 2020
Last week I told you about De-escalation Academy, and immediately I got a ton of questions. You might have questions, too. So, I’m sharing the top four questions that I answered for new students last week. What is the total time commitment for the Academy? The total classroom training time is 75 minutes, spread out over four days. I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece).
Contact Center Pipeline
DECEMBER 15, 2020
Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that 35% of customer experience workers would be working from home by 2023, while other experts noted that perhaps 25% to 50% already did. Midway through 2020, many businesses continue to struggle […].
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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
CX Global Media
DECEMBER 16, 2020
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p
ShepHyken
DECEMBER 15, 2020
Know Your Customers. The Digital, Personalized Customer Experience of the Future. Shep Hyken interviews Gabriele Masili , Global VP and Chief Technology Officer of Customer Experience & Success at Microsoft. They discuss strategies for building a successful, digital customer experience without sacrificing the human connection. Top Takeaways: Customer success and customer support are related, but different.
Beyond Philosophy
DECEMBER 12, 2020
If the Stress Is Becoming Intolerable, This is What to Do. If there is one thing 2020 has given all of us, it’s a lot of stress. Coping and managing stress is a skill leaders need to relieve the pressure in their lives and help employees manage their stress so they don’t pass it on to customers. I often say, Happy Employees Make Happy Customers, which is also the title of my latest book.
Contact Center Pipeline
DECEMBER 17, 2020
How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives. Google the term “employee engagement” and you’ll get 347 million results in less than one second, so it’s safe to say this is a topic […].
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.
CX Global Media
DECEMBER 14, 2020
Great Customer Service Vision begins with defining what your customers need. What problems are they facing and how are you addressing them? The post How Customer Service Vision Affects Great Customer Experience appeared first on CX Global Media.
ShepHyken
DECEMBER 18, 2020
This week we feature an article from Joseph A. Michelli , Ph.D., C.S.P., speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. It’s hard to remember those “good old days” before COVID-19. However, I do recall ending 2019 with a very positive outlook on the year ahead.
GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.
ProProfs Blog
DECEMBER 16, 2020
Changing shopping trends are likely to reshape this 2020 holiday season. 71% of Americans claimed in early August that their holiday traditions will change by up to 10 points. This impacts the way consumers will spend, travel, shop, and celebrate this season. And it is this change in the consumer behavior landscape that will pose a challenge for all the brands in the market.
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!
Fonolo
DECEMBER 15, 2020
It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Crises do occur. And they will happen more frequently in the coming century, as natural forces and increasing disparity combine to drive systemic ecological and societal change.
TELUS International
DECEMBER 14, 2020
From collaboration platforms to virtual learning, discover how digital solutions can be used to help drive employee engagement during COVID-19.
TechSee
DECEMBER 16, 2020
Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. Last month, we announced this exciting partnership , which was the culmination of a mutual journey that began with an investment by Salesforce Ventures two years ago, an offering in the Salesforce AppExchange, a
ProProfs Blog
DECEMBER 17, 2020
Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? These are some pressing questions that need your immediate attention. Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can
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.
Fonolo
DECEMBER 17, 2020
Dangling calls, Queues are stalled. What’s taking you so long? I just want to know why you. have got my order wrong. Hour two, why have you. abandoned my concerns? Why am I still wasting time? When will they ever learn? Dashing through the day. With my phone stuck to my ear. Endless songs on loop. I pray the end is near. I just want support. For the product that I bought.
Outsource Consultants
DECEMBER 14, 2020
As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020? I was absolutely blown away by how quickly the industry adapted to the changes forced upon it by the pandemic.
Customer Service Life
DECEMBER 14, 2020
I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the counter serving customers wasn’t moving particularly fast as he cared for one customer at a time. As we waited, we watched one customer lose patience, leave the line, get in her car, and go through the drive-through. And I’m pretty sure she got faster service.
Concentrix
DECEMBER 17, 2020
Comparably recognizes Concentrix with Best Companies for Women, Best Companies for Diversity, and Best Company Culture award wins Every year, Comparably recognizes the businesses and leaders that go the extra mile to ensure their organization is the best company for people to work for. Four different awards are released each quarter, culminating in the biggest.
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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.
Eptica
DECEMBER 16, 2020
Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Published on: December 16, 2020. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him.
GetFeedback
DECEMBER 14, 2020
Simplifying CX YouTube series video highlighting 2021 CX predictions.
Tethr
DECEMBER 14, 2020
Quality assurance (QA) is not a new concept. It’s a decades old process that spans many industries. Dictionary.com defines it as: “a system for ensuring a desired level of quality in the development, production, or delivery of products and services” and the first example it uses is for nursing homes! When applied to the realm of customer service, the focus naturally turns towards people: the agents who control the phone, chat, or email experience with customers.
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