Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Organizations seem to be paying lip service to CX, but that’s all, I think some of these numbers prove it. . So, I reached out to Zendesk to get their take on the report and invite them onto our podcast.

Contact Center 195

Contact Center Customer Service Customer Experience Upselling 195

Callminer

APRIL 10, 2022

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more.

Call Center 182

Call Center Service level Technology 182

Fonolo

APRIL 12, 2022

An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.

Call Center 95

Call Center Contact Center Benchmark Feedback 95

ShepHyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.

Customer Service 367

Customer Service Self service Customer Experience Feedback 367

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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CCNG

APRIL 13, 2022

??Efficiency, Productivity, Resourcefulness. ?At the end of the day, we’re always looking to make things in business run smoother and faster while maximizing throughput and potential revenue. Henry Ford demonstrated that an industrial line is at its best when the fewest, but most repeatable actions take place. We’ve taken this logic and applied it to every facet of our professional environments.

CCNG 195

CCNG Customer Service Sales Personalization 195

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Published on: April 11, 2022. Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult. Companies need to meet the requirements of multiple demographics and deliver reassurance across multiple channels.

Customer Service 122

Customer Service Banking Customer Experience Marketing 122

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. He shares how to create excellent customer experiences at every stage of the customer journey.

Customer Experience 207

Customer Experience Customer Support Customer Service Chatbots 207

GetFeedback

APRIL 11, 2022

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future.

Customer Experience 147

Customer Experience 147

Avoxi

APRIL 14, 2022

Reducing Total Cost of Ownership with Unified Communications A robust, integrated, and unified communications solution can really provide for your business, including cost-saving advantages. Reducing your company's total cost of ownership not only helps your bottom line but can improve ROI through productive conversations. See how below. Talk is cheap, but a solid communications infrastructure… The post Reducing Total Cost of Ownership with Unified Communications?

Contact Center 118

Contact Center 118

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue.

Customer Service 114

Customer Service Self service Customer Support Customer Experience 114

ShepHyken

APRIL 12, 2022

Poor Communication Is Bad Customer Experience . How Communication Affects the Employee and Customer Experience. Shep Hyken interviews Dorian Stone, Head of Organizations Revenue of Grammarly Business. They discuss how communication affects an organization’s productivity, experience, and revenue. Top Takeaways: Communication is part of the experience.

Customer Experience 194

Customer Experience Customer Service CRM Marketing 194

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Some people think AI may harm industries since it could take over human tasks. However, using technology to perform repetitive tasks better allows us to evolve human effort.

Customer Service 119

Customer Service Chatbots Self service Customer Support 119

HelpCrunch

APRIL 14, 2022

Customers’ expectations have changed. Today 82% of users expect an immediate response from brands, and around 73% of customers prefer to get their questions answered via live chat as it’s the most satisfactory form of [ … ]. The post FAQ Chatbot: Definition, Types, and Use Cases appeared first on HelpCrunch blog.

Chatbots 101

Chatbots 101

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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

Contact Center

Fonolo

APRIL 14, 2022

What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.

Call Center 91

Call Center Benchmark Contact Center Customer Experience 91

ShepHyken

APRIL 11, 2022

Each week I read many 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. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. (Harvard Business Review) In February 2020, Panera Bread announced the Unlimited Sip Club and rocked the coffee world.

Customer Service 177

Customer Service Employee engagement Customer Experience Personalization 177

Education Services Group

APRIL 15, 2022

The Reason. Beep. Beep. Beep. I stand in line at my local pet supply store, a box of dog biscuits in my left hand, my wife’s hand in my right. I can see the sun setting in a fusion of yellows, oranges, and blues just outside the sliding doors that a young woman just walked through with her pearly gray, gallant pup—could be a Labrador or a Retriever.

Analytics 98

Analytics Morale Sales Technology 98

ChurnZero

APRIL 15, 2022

Have you ever wondered how certain companies know exactly the right moments to reach out with an offer? Sometimes, the outreach is so spot-on and intuitive, you don’t even realize you’re being pitched. As acclaimed mentalist Tony Corinda said, “Good timing is invisible. Bad timing sticks out a mile.”. Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition.

Accountability 98

Accountability SaaS Metrics Upselling 98

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

Call Experts

APRIL 14, 2022

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. The goal of ASA is to answer calls quickly and efficiently while meeting customer expectations. Speed is key to success in many areas of business. Unfortunately, it is often more complicated than measuring how long it takes for customers to wait for someone to pick up the phone.

Call Center 98

Call Center Metrics First call resolution Average Handle Time 98

Working Solutions

APRIL 15, 2022

Customer service is the foundation of a successful business. Giving those who buy products and services from your company priority attention makes all the difference in keeping those customers and turning them into brand loyalists. What if your business needs require changing your customer service to virtual? How do you approach this transformation?

Customer Service 98

Customer Service Customer Experience 98

NobelBiz

APRIL 11, 2022

We serve the community by opening the doors to innovation and technology, we offer high-tech employment opportunities for the people in and around Wyoming, and we support youths and young leaders through educational initiatives around technology, digitalization, and leadership. The post The community supports our business; we support our community! appeared first on NobelBiz®.

Education 98

Education Technology 98

Spearline

APRIL 10, 2022

Until 2009, contact centers and other organizations had to rely on relatives abroad or holidaymakers to call their overseas numbers to make sure they were working and that the line was of sufficient quality to hold a conversation. This was far from a foolproof system, so a cloud-based SaaS solution was developed by Spearline for multinational organizations to test numbers in almost 80 countries, and growing, around the world.

Contact Center 98

Contact Center Telecommunications Self service SaaS 98

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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

Contact Center

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Business today moves at the speed of light.

Customer Experience 93

Customer Experience Technology Customer Service Enterprise 93

Kapta Customer Success

APRIL 11, 2022

Your organization already knows that providing excellent customer experiences is important. But intermittent "Wow!" moments are no longer enough. As B2B businesses in the landscape become more crowded and increasingly competitive, customers have the luxury of leaving whenever the customer experience level doesn't meet their standards. In B2B contexts, where upfront investment and the lag of switching providers hits harder, clients won't stay loyal clients for long if their experiences aren't exc

Customer Experience 98

Customer Experience B2B Accountability Management 98

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? If not, it might be time to consider the role for your organization. Would your business benefit from appointing a chief customer officer ? We’ll help you answer the most common questions to determine whether you need a CCO to attain your goals. Definition of a chief customer officer. What is a chief customer officer ?

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer Experience SaaS 98

NobelBiz

APRIL 11, 2022

‘’Are your clients willing to refer your products, service or business?’’ This is one of the most important goals for contact centers. Now the best and most quantifiable way to answer this question is through the Net Promoter Score (NPS). A Key Performance Indicator (KPI) that measures the amount of positive impact generated by your customer interactions.

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Call Center Contact Center contact center solutions Contact center software 98

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Customer centricity

SQM Group

APRIL 14, 2022

Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and efficiency improvement. Uncover SQM’s Top 5 Call Center Agent Performance Metrics.

Call Center 97

Call Center Metrics Customer Service Accountability 97

delighted

APRIL 13, 2022

Though the terms sound similar, qualitative vs. quantitative research are two significantly different data collection methods. And, understanding that difference can make a large impact on how you analyze the success of a product, service update, or overall company performance. Let’s take a look at the difference between qualitative and quantitative research, when to use each (or both), and how to gather the data sets effectively.

Surveys 97

Surveys Customer effort Customer Experience Feedback 97

Nicereply

APRIL 11, 2022

My very first job was as a wall coverings specialist, which was really just a fancy title for “paint mixer.”. Outside the confines of a home improvement, or paint, store, paint mixing isn’t a particularly useful skill. But that’s only if you ignore everything else that goes along with mixing paint. The actual mixing of paint was really only one aspect of the job.

Customer Support 97

Customer Support Time management Self service Engineering 97