Sat.Jan 01, 2022 - Fri.Jan 07, 2022

7 Customer Expectations and Why I Shouldn’t Have to Ask for a Napkin

Steve DiGioia

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected.

Yep, Holiday Returns Will Make Customers More Difficult

Myra Golden Media

After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be.

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Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

Beyond Philosophy

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time.

Customer-Centric Self-Service

Contact Center Pipeline

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to the brink of tears; and Customers don’t have much faith in conventional self-service options.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

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Customer Relationships Are a Waste of Time! Is This True? What Do You Think?

Beyond Philosophy

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office.

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month.

150+ Revealing Customer Service Statistics for 2022

Fonolo

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits.

Here are the most common types of customer satisfaction

Callminer

There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand

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100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Contact Center Pipeline

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a desirable attribute of these encounters, and excellence has a great dependency on effective “processes.”

22 Reasons to Work with Transparent BPO in 2022

Transparent BPO

Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook.

12 Predictions for Customer Service Trends in 2022

Help Scout

The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022. Read the full article

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Amazing Business Radio: Genefa Murphy

Shep Hyken

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9.

8 B2B Ecommerce Platforms to Grow Your Business Online

JivoChat

B2B (Business to Business) companies have different needs than the ones that are solely focused on the B2C (Business to Customers) market. When it comes to B2B ecommerce platforms, it isn’t different, it’s necessary to choose solutions that consider their specificities.

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Get Comfortable Saying “Yes” | Steve Bederman on the CX Leader Podcast

NobelBiz

In this episode of The CX Leader Podcast, Steve Bederman of NobleBiz joins host Steve Walker to discuss the impact of call centers on customer experience and how contact center technology and culture can have a large impact on customer experience.

2022 is the Year of Digital Customer Experience Excellence – Here’s Why

Comm100

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

How to Create a Customer Service Philosophy to Inspire Your Team

Nextiva

On November 15, 2015, Slack, a chat app used by millions, went offline. In an instant, teams lost contact with each other, meetings abruptly ended, and collaboration halted. It didn’t take long for customers to flock to Twitter with frustration. For most companies, this would’ve been catastrophic.

What are the main factors driving wins and losses in B2B?

Satrix Solutions

To win over B2B sales prospects, it’s not enough for your company just to have a good product and/or service.

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Digital Transformation Strategies for 2022

Upstream Works

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around.

A Complete Guide to Call Center Security

Fonolo

As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Experience Investigators

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen?

Why Your Public Service Social Media Is Broken and How To Fix It

Russel Lolacher

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful.

How to Transform Customer Success Into a Profit Center with Metrics and Forecasting

ChurnZero

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy.

6 Steps to Effective Account Transitions 

ClientSuccess

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Examples of Great Customer Experience in 2021

Nicereply

It’s not that important what kind of business you do. Providing good customer support is what matters in the end. We are humans that live in their social bubbles. If we like it or not, we are surrounded by brands and products we bought thanks to someone’s recommendations.

Reassessment or Resignation: Using Culture and Knowledge to Combat the Great Resignation

Guru

Cyndi Lauper put it best, Money changes everything. According to a PwC survey , the Great Resignation is centered around employees wanting an increase in compensation. PwC found that out of the 65% of employees who are looking for a new job, most of them cite compensation as a top factor.

Is This Thing On?

VirtualPBX

Business Phone Call Recording. We live in a work-from-home world where business phone call meetings are a given. And exciting opportunities have presented themselves in these virtual meetings, one of which is Call Recording —no more missing a vital moment or forgetting a crucial piece of information.