LiveVox

MARCH 16, 2022

Events dominating the end of 2021 have confirmed that the coronavirus pandemic is not yet done disrupting the contact center industry. The surge of the Omicron variant, emotionally strained consumers, staffing shortages, rising inflation, supply chain troubles—these are just a few of the challenges signaling another unpredictable year ahead. The post A Look Ahead: 7 Trends Impacting the Contact Center Industry in 2022 and Beyond appeared first on Livevox.

Contact Center 71

Contact Center 71

Callminer

MARCH 15, 2022

As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey is increasingly important. Read more.

Healthcare 182

Healthcare 182

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t. The long answer is the following newsletter inspired by a recent podcast and a business pickle by one of our listeners. Here’s what Gad’s pickle is: Hello.

Banking 195

Banking B2C B2B Construction 195

ShepHyken

MARCH 16, 2022

Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).

Customer Service 302

Customer Service Customer Experience Management 302

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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.

CCNG

MARCH 16, 2022

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Through the years we have worked together, learned from each other, disagreed with each other (he is typically the one with the wrong perspective), and always pushed each other to be better.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Contact Center Pipeline

MARCH 18, 2022

We entered 2021 with a new U.S. administration and fresh ideas about the regulatory role of the federal government. Based on President Joe Biden’s public statements and appointments to key leadership positions, there was reason to expect some significant changes in the laws that directly impact contact centers. However, 2021 has turned out to be […].

Government 130

Government Contact Center Telemarketing Sales 130

ShepHyken

MARCH 14, 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. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. (CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the custom

Journey mapping 183

Journey mapping Customer Service Entertainment Call Center 183

Outsource Consultants

MARCH 15, 2022

Saint Louis Park, MN, March 15, 2022 – Outsource Consultants is excited to announce that we are a 2022 Inc. Regionals Midwest honoree. Inc. magazine today revealed that Outsource Consultants is No. 83 on its third annual Inc. Regionals Midwest list, the most prestigious ranking of the fastest-growing private companies based in Iowa, Illinois, Indiana, Kansas, Michigan, Minnesota, Missouri, North Dakota, Nebraska, Ohio, South Dakota, and Wisconsin.

Consulting 128

Consulting Consulting outsourcing Call Center 128

OrecX

MARCH 14, 2022

It's like the chicken and the egg - which came first: the call recorder or the recording engine? Honestly, it doesn't matter because they are not necessarily inextricably linked, as they serve to very different use cases. A call recorder is a piece of software (or hardware and software) that captures customer calls and stores them for later replay. Most recorders have a dynamic user interface to enable multi-criteria searching to quickly locate the calls you need most for compliance, dispute res

Engineering 127

Engineering Analytics Sales Management 127

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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

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. Published on: March 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

ShepHyken

MARCH 18, 2022

This week we feature an article by my friend Annette Franz, CCXP, founder and CEO of CX Journey Inc. She has spent the last 30 years in the customer experience profession and has a new book, Built to Win coming out on March 22. In this article, she shares how leaders create, sustain, and transform their team’s culture. Have you heard the saying, “A fish rots from the head down?

Customer centricity 161

Customer centricity Coaching Consulting Consulting 161

OctopusTech

MARCH 14, 2022

Every year we eagerly wait for the holiday season for various reasons. It’s that time of the year when everyone meets with their family and friends and spends time with their loved ones. Let’s elaborate the need for customer service outsourcing. Need for Outsourcing. For entrepreneurs, the holiday season can be both exciting and stressful.

outsourcing 118

outsourcing Business Process Outsourcing Customer Support Customer Service 118

Avoxi

MARCH 16, 2022

Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey. Enabling skills-based and priority routing in your call center routing rules can help brands achieve better customer satisfaction scores, more productive agents, and guests that come back time and again.

Call Center 117

Call Center Customer Service Contact Center 117

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

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.

Customer centricity 103

Customer centricity Coaching Employee engagement Consulting 103

ShepHyken

MARCH 15, 2022

The Metail Economy. Six Ingredients for Transforming Your Business to Thrive. Shep Hyken interviews Joel Bines, managing director and?global?co-head of the?Retail Practice at AlixPartners and the author of The Metail Economy. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer. Top Takeaways: Joel Bines shares the six ingredients for transforming your business to thrive in this Metail economy: curation, customization, category expertise, cost, convenience

Customer centricity 161

Customer centricity Consulting Consulting Technology 161

Nicereply

MARCH 16, 2022

Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals.

Sales 111

Sales Customer Experience Upselling Self service 111

Spearline

MARCH 17, 2022

Call centers are the core of today’s industry. Every successful company has a call center to engage with its customers, addressing their needs and providing assistance. It is vital to ensure that these customer engagements build a strong customer relationship. Leading businesses are always on the lookout for opportunities to improve the customer experience.

Customer Experience 105

Customer Experience Call Center Feedback Management 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!

Feedback

Bill Quiseng

MARCH 14, 2022

Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It’s all about you. Great customer service means that one of your customers felt you had all his questions answered. It means that a customer felt you had all his problems resolved.

Customer Service 97

Customer Service 97

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. Mistakes in any of these areas can ripple throughout your organization and doom your efforts to failure.

Best practices 95

Best practices Enterprise Upselling Scripts 95

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals.

Call Center 91

Call Center Management call center software Average Handle Time 91

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e., all the metrics your CEO and CFO care about) and set the context for their usage.

SaaS 98

SaaS Metrics Enterprise Surveys 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

VirtualPBX

MARCH 17, 2022

The Professional Voicemail Greeting. Customer service is always at the forefront of our minds as we conduct our day-to-day business. But in today’s world, we tend to forget the importance of voicemail and the business voicemail greeting. I cringe when I think about the last time I updated my voicemail. The good news is I finally took off the generic elevator music that assailed my caller’s ears.

Call Center 98

Call Center Accountability Time management Customer Experience 98

Spearline

MARCH 14, 2022

Welcome Honduras to Spearline! We are delighted to let you know that Honduras has just joined the Spearline mobile network, and is available for immediate testing. This means you can now test numbers in Honduras, across its two major mobile networks – Tigo and Claro – who between them, cover just over 90% of the mobile market in Honduras.

Telecommunications 98

Telecommunications Marketing Management 98

Momentum Telecom

MARCH 14, 2022

Experts agree that even after the pandemic is just a bad memory, remote work will be a permanent part of the modern workforce. 1 Some companies may have a completely remote workforce, while most companies will probably opt for a hybrid workforce. Either way, the challenge is going to be supporting the needs of workers, regardless of where they are located.

Customer Support 98

Customer Support Management 98

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. According to research done by Forbes, companies who have customer-centricity in their marketing strategies profit 60% more than those who don’t.

Customer centricity 98

Customer centricity Feedback Personalization Sales 98

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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

VirtualPBX

MARCH 15, 2022

Free Online Phone Number Is Yours. Look at you go. You finally got your URL to set up your online presence to take over the world. But now, it is time to lay the groundwork for your business communications success -choosing your virtual phone number. What’s awesome is that VirtualPBX makes this process more manageable, with the first online phone number free.

Marketing 98

Marketing Technology Management Customer Service 98

Kapta Customer Success

MARCH 14, 2022

Process improvements have a way of falling off your to-do list when meetings fill up your calendar and quarterly deadlines are always just around the corner. But taking the time to evaluate your key account management team's processes and systems can pay dividends when it comes to beating your quarterly and annual goals. Key accounts require a personalized approach, with customized services, outputs, and plans.

Accountability 98

Accountability Personalization Management Customer Service 98

Hodusoft

MARCH 17, 2022

Top Benefits of Auto Dialer software You Should Know in 2022. The global auto dialer software market is expected to reach $6.6 million by 2026. Auto dialer software market growth is driven by the significant rise in the number of call centers combined with improvements in business productivity standards. Additionally, automation across various industries and a growing demand for cloud-based dialing software to improve sales and enhance customer relationships are propelling the demand for auto di

Call Center 98

Call Center Morale Sales Banking 98