508 
The Importance of Context in Customer Service
Customer Service Life
SEPTEMBER 17, 2020
2020
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The Fusing of AI & Automation with Human Judgment in Call Center Success
Callminer
SEPTEMBER 2, 2020
Going to Market Smarter in the New Economy
Advertiser: ZoomInfo
The fight to find new customers and retain existing ones is the biggest business challenge for many companies. Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!
Why We Think Things Are Good When They Are Bad
Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.
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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.
More Trending 5 Low-Budget Ways to Improve Customer Experience in 2020Guru JULY 23, 2020 Providing great customer experience is vital in our modern world. A recent survey found that 66% of consumers rate experiences over price when they make a purchasing decision.    How Has COVID-19 Affected Call Center Agent Turnover?Fonolo OCTOBER 13, 2020 The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Despite that, the end to your agent attrition woes may be in sight.  The Forrester Wave™: B2B Marketing Data Providers, Q2 2021Advertiser: ZoomInfo In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.
 Technical Reps or Agent Techs? The inter-changing roles of technical support and customer serviceTechSee DECEMBER 28, 2020 “You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.”  10 Ways to Listen to Customers Without SurveysCX Accelerator JUNE 8, 2020 Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.”  How to Give a Customer Bad News with Surprising Confidence (and without negative backlash)Myra Golden Media SEPTEMBER 17, 2020 We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” ” “We’ve temporarily closed a number of our call centers for the safety of our employees.  How Businesses Can Put Their Customers at Ease During Covid-19Steve DiGioia MAY 25, 2020 Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.  4 AI Hacks to Make Sales Teams More EfficientAdvertiser: ZoomInfo Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!
 How to Calculate Your Net Promoter Score (NPS)GetFeedback AUGUST 23, 2020 NPS calculation formula and interpretation of data. Articles  Reviews Completed on Your Phone Are More EmotionalBeyond Philosophy AUGUST 20, 2020 How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.  Guest Post: How to Enhance Customer Experience Through ChangeShepHyken AUGUST 21, 2020 This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.  Engaging owners through feedback toolsCustomercount AUGUST 20, 2020 View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.  How to Overcome the Pain Points of Your CRMAdvertiser: ZoomInfo CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.  Supporting Your Agents: Work From LonelinessCCNG AUGUST 13, 2020 The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.  22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled EmployeeCallminer MAY 10, 2020 A panel of management professionals addresses the best way for customer service / experience managers to handle a disgruntled employee  How to Write a Five-Star Response to a One-Star Rating or Poor ReviewContact Center Pipeline AUGUST 11, 2020 Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late.   4 Data-Driven Steps To Drive Successful B2B Demand GenerationAdvertiser: ZoomInfo Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.  The 11 Tracks on our CX PlaylistCX Accelerator OCTOBER 28, 2020 Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with.  Another Way to Say ‘No’ to a CustomerMyra Golden Media DECEMBER 8, 2020 In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” ” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you.  Address the Argument the Right WaySteve DiGioia AUGUST 17, 2020 Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued.  Boosting Field Service Efficiency with Augmented RealityTechSee SEPTEMBER 22, 2020 Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact.  Top 5 Reasons to Move to the CloudAdvertisement Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!  How will COVID-19 change customer behavior and habits?Beyond Philosophy MARCH 31, 2020 Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world.  A Boring Customer Service Experience—That’s What Our Customers WantShepHyken JULY 29, 2020 Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.  How to Implement a Post-Purchase Survey to Boost Ecommerce SalesGetFeedback MAY 28, 2020 The 8 steps to creating a successful post-purchase survey plan. Articles © Aggregage 2021 |
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