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Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. MORE
As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise. MORE
When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations are interrupted. MORE
Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you. MORE
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” MORE
Two hair stylists in Springfield, Missouri developed coronavirus symptoms, but kept working. The first stylist, we'll call her Stylist A, got a COVID test six days after symptoms first appeared. She continued serving clients while awaiting the results. MORE
The logistics and realities rural hospitals face have unique complexities vs. organizations in metropolitan or urban settings. The challenges of rising costs, new regulations, changing reimbursement models, clinician burnout, and staffing shortages are intensified in the rural community. MORE
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Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. MORE
The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. MORE
Image by Gino Crescoli from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original. MORE
If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. MORE
The Coronavirus pandemic has changed the way we engage with customers, colleagues and suppliers – forever! Many companies were already on journeys of digital transformation, which have been accelerated beyond belief in 2020. MORE
A data lake is a repository for storing massive amounts of raw data in its native form, in a single location. MORE
From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. MORE
Image by Gerd Altmann from Pixabay. I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” ” Of course, it was on Shep Hyken’s blog some seven or so years ago. MORE
This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. MORE
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. MORE
When Dr. Robert E. Quinn was in the 6th grade, there was a popular boy in school who was good at basketball and almost every cute cheerleader loved him. MORE
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As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. MORE
2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared. MORE
I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic. MORE
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. MORE
Note: This blog post contains information related to and provide by a client of CTS Service Solutions. MORE
While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption. MORE
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. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. MORE
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better. MORE
It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago. MORE
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. MORE
Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. MORE
Customer Service Life
NOVEMBER 18, 2020
Image by Gerd Altmann from Pixabay. I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” ” Of course, it was on Shep Hyken’s blog some seven or so years ago.
Toister Performance Solutions
NOVEMBER 19, 2020
Two hair stylists in Springfield, Missouri developed coronavirus symptoms, but kept working. The first stylist, we'll call her Stylist A, got a COVID test six days after symptoms first appeared. She continued serving clients while awaiting the results.
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ProProfs Chat
NOVEMBER 20, 2020
Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark.
Callminer
NOVEMBER 18, 2020
Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
ShepHyken
NOVEMBER 18, 2020
If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Contact Center Pipeline
NOVEMBER 18, 2020
I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic.
CCNG
NOVEMBER 17, 2020
While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight into consumer habits and new adaptive customer experience strategies that are helping minimize the disruption.
ShepHyken
NOVEMBER 16, 2020
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. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga.
Beyond Philosophy
NOVEMBER 14, 2020
What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Contact Center Pipeline
NOVEMBER 19, 2020
When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations are interrupted.
Peter Lavers
NOVEMBER 20, 2020
The Coronavirus pandemic has changed the way we engage with customers, colleagues and suppliers – forever! Many companies were already on journeys of digital transformation, which have been accelerated beyond belief in 2020.
ShepHyken
NOVEMBER 20, 2020
This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits.
CX Global Media
NOVEMBER 18, 2020
When Dr. Robert E. Quinn was in the 6th grade, there was a popular boy in school who was good at basketball and almost every cute cheerleader loved him.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Contact Center Pipeline
NOVEMBER 17, 2020
Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges.
Peter Lavers
NOVEMBER 16, 2020
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.
TechSee
NOVEMBER 16, 2020
It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago.
CSM Magazine
NOVEMBER 19, 2020
Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Call Design
NOVEMBER 17, 2020
If you want to facilitate an environment for your contact centre agents to succeed, you need to start coaching. Coaching is a great way to encourage, enable, and empower your agents to not only want to be better at their jobs but perform better.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.
Customer Service Life
NOVEMBER 15, 2020
Image by Gino Crescoli from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original.
UJET
NOVEMBER 19, 2020
The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Nuance
NOVEMBER 19, 2020
The logistics and realities rural hospitals face have unique complexities vs. organizations in metropolitan or urban settings. The challenges of rising costs, new regulations, changing reimbursement models, clinician burnout, and staffing shortages are intensified in the rural community.
Fonolo
NOVEMBER 19, 2020
As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends.
Upstream Works
NOVEMBER 19, 2020
As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise.
UJET
NOVEMBER 16, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.”
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
Customers That Stick
NOVEMBER 16, 2020
Note: This blog post contains information related to and provide by a client of CTS Service Solutions.
Talkdesk
NOVEMBER 16, 2020
2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared.
NICE inContact
NOVEMBER 16, 2020
A data lake is a repository for storing massive amounts of raw data in its native form, in a single location.
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