Sat.Aug 20, 2022 - Fri.Aug 26, 2022

Three Simple Ways to Get Customers to Trust You

Shep Hyken

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. .

B2B Customer Journey Touchpoints CS Teams Need To Plan For

Totango

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams.

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Innovations in AI Customer Service

Solvvy

As customer expectations increase, implementing artificial intelligence (AI) customer service is becoming more important to business growth strategies. . Customer service is often the face of your company.

The AI-powered contact center, part 3: Build powerful conversational AI solutions

Nuance

This post was originally published on Microsoft.com on August 24, 2022. To remain competitive and thrive, organizations must differentiate their brand through outstanding customer service experiences.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Closing the Engagement Capacity Gap

Contact Center Pipeline

Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to connect with customers.

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Everything You Need to Know About Call Center Quality Assurance

JustCall

What is Call Center Quality Assurance? Most customers prefer an exceptional service provider to meet their needs and requirements. But if your business is offering anything less than their expectations, get prepared to say goodbye.

Ethical Dialing Practices for Contact Centers

Calltools

Frustration largely stemming from unwanted robocalls has made it more challenging than ever for businesses to reach their leads, prospects, and even customers. Despite the FCC’s attempts to enforce the STIR/SHAKEN framework , Americans report more robocall complaints by the year.

Elements of Great Customer Service

CSM Magazine

For many people, it’s a simple thing to distinguish between poor and good customer service. However, when it comes to defining the difference, it’s a whole nother ball game. This is because when it comes to fantastic customer service, it’s actually subjective.

10 Signs That Your Contact Center Is At Risk For A Security Breach

MiaRec

Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!

Beyond Philosophy

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively.

Can technology help organisations meet the recent FCA Consumer Duty requirements?

Callminer

With the introduction of the FCA's new Customer Duty requirements, brands must take an active stance toward assisting and protecting financially vulnerable customers

How to *Actually* Curtain Agent Attrition

Myra Golden Media

3…2…1…ready or not, here I come with a fantastic new webinar, “How to *Actually* Curtain Agent Attrition.” ” Gen Z is quitting jobs they say are toxic, and they’re leaving in droves.

Managing the Human Element

Contact Center Pipeline

I can’t underplay the extent and severity of the cyber threats that we all face.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

A Sales Training Strategies Action Plan to Ignite Your Team’s Success

Integrity Solutions

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. Several thousand dollars per salesperson is spent annually.

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Fight Information Overload with Effective Knowledge Sharing

Guru

You know that sharing knowledge at work is important, you just didn’t think so much of your time would be focused on it. You were in three project kick-off meetings alone this week, and you know you’re going to spend a chunk of the afternoon answering Slacks and emails.

Amazing Business Radio: Zhecho Dobrev

Shep Hyken

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions.

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Contact Center Pipeline

My father travelled quite a bit for both business and pleasure. Once on a trip to Denmark he was entertained at a business associate’s home.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with.

Top 6 Tips for a Successful SaaS Customer Engagement Strategy

Totango

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

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Episode #29 – Focusing on the 3 Building Blocks of Belonging at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with leadership and culture coach Katie Rasoul on the importance of prioritizing belonging at work and what it looks like.

What a 360-degree View of a Customer Looks Like

TeamSupport

Rome wasn’t built in a day – and it didn’t fall in one either. Come the 4th and 5th centuries, the leaders neglected the needs of their various peoples, and oftentimes, as in the case of Majorian , they seemed outright surprised at the unpopularity of some measures.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Five9 CX Summit Rewind

MiaRec

MiaRec, Five9 CX, and AI (Oh my). We thoroughly expected the Five9 CX Summit to be one of the most exciting shows we've had the privilege of presenting at this year but it far exceeded our expectations.

How to Calculate Customer Effort Score 

ClientSuccess

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), you know exactly how rapidly things change and how quickly new metrics pop up on the scene.

Customer Support in Fintech: Meeting Customer Expectations in an Always-On World

Helpware

Today's financial industry is in the midst of a massive shift as consumers turn to the fintech sector for personalized finances without traditional fees. In fact, fintech is one of the world's fastest-growing markets, with an annual. growth rate of 25%.

Coming Up at HubSpot INBOUND: Integrating Voice with Your CRM

aircall

As proud sponsors of HubSpot INBOUND 2022, we’ll be packing our bags and heading to Boston to learn best practices, tips, and more from thought leaders in marketing, sales, customer success, and RevOps. .

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Auto Reply Message Sample for Business

VirtualPBX

Auto reply message samples are the fastest way to automate common customer questions and requests. Whether it’s a single question, or a series of questions, a canned automatic response allows you to get back to customers quickly, efficiently, and professionally.

Closed-Loop Customer Feedback: How to Drive Real CX Results

PeopleMetrics

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data.

The True Cost of Manual Testing

Cyara

Are Invisible Defects Limiting Your Revenue Potential? Self-service is key to IVR success. When your IVR system empowers customers to get basic questions answered, submit information, and perform simple tasks without ever speaking to an agent, it’s a boon for your bottom line.