Customer Contact Central Submitted Articles
SEPTEMBER 12, 2022
Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on.
Customer Contact Central Submitted Articles
OCTOBER 9, 2022
For years, effective knowledge management programs have stressed that employee engagement is important, but for more reasons than you may think.
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Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
Customer Contact Central Submitted Articles
OCTOBER 10, 2022
Digitalization shuffled the cards, giving power back to customers. Companies must therefore adapt themselves and create seamless 360° customer journeys if they wish to earn customer loyalty.
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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.
Beyond Philosophy
JULY 14, 2022
When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. When we make people laugh, it’s disarming. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
FEBRUARY 1, 2022
Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey.
Myra Golden Media
JANUARY 21, 2022
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?
Steve DiGioia
MAY 23, 2022
You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards
Contact Center Pipeline
DECEMBER 21, 2022
Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent. Paul Stockford of Saddletree Research had stated: “The effective […].
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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
TechSee
JUNE 16, 2022
Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent.
Provana
AUGUST 30, 2022
Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here
HelpCrunch
NOVEMBER 17, 2022
Let me flash a little discovery of mine. Did you know that the human brain can process 11 billion bits of information every second? That’s quite impressive! From here, I would like to simulate a [ … ]. The post 8 Knowledge Management Benefits That Tip The Scale for Businesses appeared first on HelpCrunch blog.
Bill Quiseng
APRIL 1, 2022
QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.
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 Contact Central Submitted Articles
OCTOBER 9, 2022
Improving customer experiences is one of the important areas of focus for leading brands. While it is the responsibility of the entire organization to ensure quality customer experiences for sales and support services, the team contact center agents is the front line for quality interactions.
Beyond Philosophy
FEBRUARY 10, 2022
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.
ShepHyken
APRIL 29, 2022
This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.
LiveVox
OCTOBER 5, 2022
During a recession, contact centers and call centers are still in high demand. But how does an economic downturn effect the industry?
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!
Myra Golden Media
FEBRUARY 24, 2022
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.
Steve DiGioia
JANUARY 3, 2022
We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.
Contact Center Pipeline
DECEMBER 29, 2022
The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers. The worst part: disruption typically causes a spike in customer service needs, which magnifies customer experience (CX) issues for brands that are not […].
ChurnZero
OCTOBER 3, 2022
Are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn?
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.
Provana
AUGUST 30, 2022
With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement
Upstream Works
JUNE 9, 2022
By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company.
Bill Quiseng
JANUARY 10, 2022
For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.
Customer Contact Central Submitted Articles
OCTOBER 10, 2022
If you spent any time at all online today, chances are you encountered a chat bot. Bots are a cost-effective, frontline customer service mechanism, the first channel in omnichannel customer service.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
Beyond Philosophy
JULY 7, 2022
The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.
ShepHyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.
HelpCrunch
NOVEMBER 1, 2022
Learning is crucial to our very existence. Just like our bodies require food to nourish, our minds need information and continued learning to stay nutrient. That is why, even when we become more experienced, we [ … ]. The post 14 Best Customer Service Blogs to Follow in 2022 appeared first on HelpCrunch blog.
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