Steve DiGioia
JANUARY 3, 2022
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. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.
Myra Golden Media
JANUARY 3, 2022
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. Returns and exchanges make things more complicated because customers making returns are more likely to be already unhappy. So, we need to have a strategy for handling these situations.
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Beyond Philosophy
JANUARY 1, 2022
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. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.
ShepHyken
JANUARY 5, 2022
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. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
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Callminer
JANUARY 5, 2022
Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books that can help you refine your craft in 2022.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 4, 2022
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. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.
ShepHyken
JANUARY 4, 2022
Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.
Callminer
JANUARY 3, 2022
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.
Contact Center Pipeline
JANUARY 4, 2022
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. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].
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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
Bill Quiseng
JANUARY 3, 2022
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. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
ShepHyken
JANUARY 7, 2022
Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.
Transparent BPO
JANUARY 5, 2022
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. Professionally, the new fiscal year is an […].
Contact Center Pipeline
JANUARY 5, 2022
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.” When encounters are simultaneously efficient and cost-effective… it is quite the business “trifecta.
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.
Spearline
JANUARY 6, 2022
Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today. Call center cloud migration features in many 2022 business plans. Inbound voice reigns Voice continues to be the primary customer contact channel.
HelpCrunch
JANUARY 6, 2022
Wherever you look, you will have to possess certain knowledge. In school, at home, or at work. By the way, in the business world, the know-how becomes even a greater necessity. Judge for yourself: every [ … ]. The post 10 Full-Throated Examples of Knowledge Management Systems You’ll Want to Reproduce appeared first on HelpCrunch blog.
Nicereply
JANUARY 4, 2022
It’s not that important what kind of business you do. Providing good customer support is what matters in the end. Why? 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. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us.
Help Scout
JANUARY 5, 2022
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.
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!
VirtualPBX
JANUARY 3, 2022
The New R&R. The future of business recruiting and remote working is evolving. And no one knows it better than us. Since 1998, helping companies and teams work and communicate from anywhere has driven the VirtualPBX squad. We constantly improve the transition and communication processes for remote employees because we know the remote work lifestyle is here to stay.
Nextiva
JANUARY 7, 2022
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. But then something unexpected happened. Every one of […].
Quality Contact Solutions
JANUARY 7, 2022
Outsourcing work to a third-party BPO services company is common among businesses. At this point, I’d suggest that most everyone understands what outsourcing is, at least the overall concept. While business process outsourcing has been around a while, let’s look at what BPO services are, why they work, and how your company can engage with a BPO provider.
ChurnZero
JANUARY 6, 2022
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. In this article, we cover how profit centers and cost centers differ, as well as how Customer Success teams can position themselves to be viewed as a profitable function by: Emphasizing their value with the right metrics.
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.
VirtualPBX
JANUARY 7, 2022
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. The ability to record a video or call session with coworkers or clients can be a helpful assist when it comes to improving training strategies, quality of service, or just when you need a refresher.
Russel Lolacher
JANUARY 5, 2022
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. And if you don’t have them, you’re going to suck or stall. And certainly not meet the growing expectations the public has for digital engagement.
Momentum Telecom
JANUARY 5, 2022
Hybrid-remote teams are the norm. For many businesses, this presents a new set of challenges that require advanced technologies to solve. Momentum Telecom offers the essential solutions modern organizations need to support their hybrid-remote workers. The post How to Successfully Maintain a Hybrid-Remote Workforce appeared first on Momentum Telecom.
NobelBiz
JANUARY 5, 2022
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. The post Get Comfortable Saying “Yes” | Steve Bederman on the CX Leader Podcast appeared first on NobelBiz®.
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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.
ChurnZero
JANUARY 5, 2022
It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. The two are seemingly cut from the same cloth. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart?
Spearline
JANUARY 4, 2022
Voice, data, video, and broadcasting companies are now offering customers more services than ever before. However, they also have to maintain a multitude of legacy networks. This includes the public switched telephone network (PSTN). Also known as plain old telephone service (POTS), PSTN is the original, analog landline telephone network. We are now seeing the phasing out of PSTN.
Working Solutions
JANUARY 4, 2022
The introduction of the Omicron variant, a continuation of the Covid-19 viral pandemic, slammed the brakes on a return to normal for the U.S. This loss of momentum added a new level of frustration to people’s lives, which permeated every instance of recovery and progress society was achieving. Not only has Omicron affected the economic […].
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