Fonolo

APRIL 27, 2021

Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank.

Call Center 128

Call Center outsourcing Abandon rate Gamification 128

Edify

APRIL 27, 2021

It’s true. In the 1960s, the UK-based Birmingham Press and Mail installed Private Automated Business Exchanges (PABX) in order to have rows of agents handling customer contacts, paving the way for today’s modern call centers.

Contact Center 103

Contact Center Call Center contact center solutions 103

OctopusTech

APRIL 27, 2021

In 2021, enterprises want to achieve the goals planned in the last year. Companies are now focusing more on customer support to enhance the customer experience. Thus, Customer support outsourcing is the key to attain a new record in sales and customer retention. Companies adopting new techniques may incur a hike in expenses but CX will make them stand out of the crowd. .

outsourcing 101

outsourcing Chatbots Customer Support Self service 101

ShepHyken

APRIL 28, 2021

This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car. About a month later he’s in a parking lot and the car won’t start. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. – maybe even the world.

Scripts 435

Scripts Transportation Customer Support Customer Service 435

Advertisement

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.

Myra Golden Media

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future.

Customer Service 317

Customer Service Morale Contact Center Call Center 317

Contact Center Pipeline

APRIL 28, 2021

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the benefits of an OpEx model, zero-touch roadmap upgrades, and the beginning rumblings of moving away from the traditional brick-and-mortar facility to save on capital expenses and attract talent from a wider […].

call center software 246

call center software Call Center Contact Center Technology 246

ShepHyken

APRIL 27, 2021

Diversity and Inclusion Within the CX Featuring Stacy Sherman. How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. They discuss Diversity and Inclusion and how it links to the Customer Experience.

Employee engagement 376

Employee engagement Feedback Customer Experience Sales 376

Callminer

APRIL 27, 2021

The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.

182

182

Bill Quiseng

APRIL 25, 2021

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

Advertisement

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

Contact Center Pipeline

APRIL 27, 2021

I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep making them. But as far as being entertained by them, I’m not. Superhero movies have been a staple in movie theaters […].

Contact Center 204

Contact Center Entertainment Virtual Agent Call Center 204

ShepHyken

APRIL 26, 2021

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. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. (CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.

Customer Service 333

Customer Service First call resolution Contact Center Engineering 333

TELUS International

APRIL 27, 2021

Social selling, or social commerce, is revolutionizing the way organizations do business online. Here's how it can help you deliver a more satisfying customer experience.

Customer Experience 134

Customer Experience Customer Service 134

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe

Customer Experience 133

Customer Experience Employee engagement Surveys Accountability 133

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

Contact Center Pipeline

APRIL 30, 2021

Contact center staffing and work-from-home (WFH) topics led the blog reading list in April, indicating that centers may soon be ramping up for the post-COVID era. Our top posts share insights and advice on the current challenges of the WFH workforce, as well as trends and issues that will impact contact center recruiting and staffing […].

Contact Center 130

Contact Center Analytics Call Center 130

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels. A January 2021 survey found that 65% of U.S. consumers required technician assistance during the COVID-19 pandemic but are still uncomfortable allowing technicians into their homes to repair things like electronics o

Contact Center 109

Contact Center Self service Upselling Call Center 109

Fonolo

APRIL 29, 2021

Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. However, recent data has shown that creating exceptional customer experiences and providing quality service with a human touch has a direct effect on consumer loyalty and how much they spend. With that said, call centers are expensive to run, so it’s important to consider the financial costs involved.

Call Center 128

Call Center outsourcing CRM Technical Support 128

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

Aspect

APRIL 29, 2021

Our? Partner Spotlight Series ?focuses on Aspect’s top partners around the globe and highlights the impact on agent and customer experiences.? . Aspect’s channel partner program is designed to provide greater customer engagement through identifying the best and brightest channel partners to deploy of Aspect’s deep and wide solutions portfolio for both premise and cloud. .

Enterprise 118

Enterprise Contact Center Technology Marketing 118

Ansafone

APRIL 27, 2021

As a small business, you can’t be open all the time. You need time to go home and be with your family and your employees need the same thing. You may not be able to afford to have someone in the office to answer calls and help customers after hours, so you choose to work … Why Voicemail is Not an Effective Solution for After Hours Calls Read More ».

Contact Center 118

Contact Center Call Center Customer Service Customer Experience 118

Help Scout

APRIL 27, 2021

For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?

Management 118

Management Self service Technical Support APIs 118

Guru

APRIL 29, 2021

The way we’re encouraged to learn—and the way we incentivize learning—is myopic by its very nature. “Studying for the test” is rewarded and outright encouraged (SAT Prep anyone?), whereas studying for actual understanding is not only more difficult, but also less likely to quickly result in an outcome like acing the test. Get this—according to the Ebbinghaus Forgetting Curve, we lose 79% of what we learn just 31 days after we learn it.

100

100

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

APRIL 30, 2021

To reach the highest levels of customer satisfaction and loyalty in your call center, you need to monitor and measure metrics and KPIs designed for your business goals. Today, we’re going to discuss five call metrics and KPI reports available for tracking within the VirtualPBX Advanced Call Reports tool that will improve your call operations and offer fine-grained control of your data.

Metrics 98

Metrics Abandon Call Abandon rate voip 98

Expivia

APRIL 29, 2021

The success of your call center depends on the list of key performance indicators (KPIs) you follow. If you know what your performance metrics are, you know how well you’re doing. Without call center KPI tracking, you’ll never know if you’re running your call center effectively. While there are a lot of different kinds of call center metrics, these 15 KPIs are the most crucial to monitor.

Call Center 98

Call Center Metrics Average Handle Time Interactive Voice Response 98

Help Scout

APRIL 27, 2021

Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter. My face was chapped, and my hands were raw as I checked in. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate.

Consulting 118

Consulting Consulting Upselling Banking 118

Quality Contact Solutions

APRIL 29, 2021

By Melissa Oberle, Client Services Specialist. One of the biggest challenges with outsource telemarketing programs is how to measure performance. It’s not always adequate to measure program performance on a monthly or weekly basis. Sometimes the performance needs to be evaluated daily. If you are serious about making such an assessment, below is an example of a good daily report template for an outbound marketing program.

Telemarketing 98

Telemarketing outsourcing Marketing B2C 98

Advertisement

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

CSM Magazine

APRIL 28, 2021

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. Just think how fiercely Apple users feel about the company’s products, for example. But who can honestly say they love their bank, mortgage broker or credit card provider? There’s no reason why financial services firms shouldn’t be as beloved as technology providers, High Street coffee chains or soft drink brands.

Banking 98

Banking Wait times Customer Service Marketing 98

Education Services Group

APRIL 27, 2021

As a return to “normal” approaches, scalability of the Customer Experience takes a front seat. ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies.

Consulting 98

Consulting Consulting Enterprise Technology 98

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. I’ve always enjoyed reading, but I can’t say that it was a nightly affair for me like it has become during this stunning storm of 2021.

Customer Experience 118

Customer Experience Chief Customer Officer B2C B2B 118