Callminer

FEBRUARY 18, 2019

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportunity to be proactive in the future.

Customer Experience 182

Customer Experience Contact Center 182

Myra Golden Media

MARCH 15, 2018

There will be times when you just can’t tell your customer what they want to hear. So, I didn’t get a refund, and I also walked away from the chat with a very negative impression of this company. You can do it better than this company by focusing on two things: 1. Putting a positive slant on the bad news. Conveying empathy.

Customer Service 174

Customer Service Personalization Best practices Customer Support 174

Cisco - Contact Center

AUGUST 2, 2023

What better time to discuss the breadth and impact of the National Institute of Standards and Technology (NIST) on enhancing global security resiliency than as they begin their second half-century of… Read more on Cisco Blogs

Technology 79

Technology Government 79

SmartAction

JULY 7, 2020

To see what a great experience should sound like, see Hearing Is Believing for OnDemand demos of real customer interactions with IVA. The post Hearing is Believing – Why We Don’t Use Google appeared first on SmartAction.

Engineering 63

Engineering Self service Contact Center Technology 63

Contact Center Pipeline

DECEMBER 12, 2017

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks.

Contact Center 180

Contact Center Technology Management Call Center 180

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX).

Contact Center 69

Contact Center Customer centricity Technology Customer Experience 69

Contact Center Pipeline

AUGUST 14, 2018

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks.

Contact Center 100

Contact Center Technology Management Call Center 100

Skybridge

APRIL 26, 2022

For us, active listening also means acting on what we hear. The post Did you hear that? It means offering answers and solutions that are accurate and helpful – but also, critically, in a tone that shows empathy and a deep appreciation for that customer. But that’s only the beginning. contact-form-7].

Customer Care 52

Customer Care Feedback Customer centricity Best practices 52

Alorica

NOVEMBER 8, 2018

A few weeks ago, we launched Alorica’s first “National Recruiting Day” to support filling 26,000 open positions in North America across more than 70 sites in the United States and Canada. We even received support from local media at sites in El Paso, Texas; Joplin, Mo.; Owensboro, Ky.; Saraland, Ala.; Joseph, Mo.

91

91

CallSource Insights

OCTOBER 4, 2019

As an industry that helps people in a very personal way, hearing offices should aim to be personable in every aspect of their brand. While it is true that the majority of hearing aid wearers are in older generations, that does not mean that they aren’t looking on the internet or paying attention to office’s online reviews for their needs.

Personalization 40

Personalization Management 40

Skybridge

MAY 10, 2022

The post Did you hear that? We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-477-7720 or submit the form below! contact-form-7]. Listening to the voice at the center of your CX strategy first appeared on Skybridge Americas.

At home agents 52

At home agents Customer Care Contact Center Engineering 52

Contact Center Pipeline

MARCH 26, 2019

Today, we’re announcing two new contact center surveys as part of our month-long 10th anniversary celebration. Industry research is valuable to everyone and we would love to have your participation.

Contact Center 100

Contact Center Surveys Call Center 100

Momentum Telecom

JULY 14, 2017

Everyone hears the dispatcher and the responses. So he decided to keep an extra radio in his office in order to hear how the company’s day was going. He once said, “ I like to hear the Orchestra play.” So how do you “Hear the Orchestra Play” in this environment? The answer is Call Reporting.

voip 40

voip Abandon Call Call flow Wait times 40

Call Center Pros

DECEMBER 3, 2018

That said, there are still plenty of other phrases and words we, as customers, hate to hear. Clients hate to hear phrases that give them the impression that you do not really care, that you are not willing to help them and that you are not able to help them. There are many other phrases that your customers hate and love to hear.

Sales 40

Sales Customer Service Business Process Outsourcing Technical Support 40

Amity

AUGUST 3, 2016

So why should they become your customer – you need to tell them the 3 things every prospect wants to hear: We focus on outcomes We remove any friction you may be experiencing with our service – we don’t anticipate you’ll have any but in case you do… We will be there during every one of your decisive moments.

Management 63

Management 63

Customercount

MARCH 27, 2019

You can actually hear them. How the voice of the customer can help you improve business processes, compliance and overall customer experience at your call center By Carlos A. Marchi-Cuevas, CECP, CME I have dedicated my entire sales & marketing career to one thing: … Continue reading → The post Listen Up!

Call Center 40

Call Center Sales Marketing Customer Experience 40

CallSource Insights

JUNE 20, 2019

Although visiting a hearing office is something that is done out of a necessity rather than a want, it is still vital to market your practice to potential patients to win business. The old method of having front office staff asking “how did you hear about us” isn’t fool-proof. Start tracking your inbound calls. Get Call Tracking.

Marketing 40

Marketing Advertising Management 40

Voiance

NOVEMBER 27, 2018

Approximately one million people in the US are functionally deaf, and nearly 10 million people are hard of hearing. What does that mean for your organization?

54

54

Tethr

NOVEMBER 22, 2022

Trying to calm upset customers down with apologies, empathy, or explanations? Learn why these 3 responses can make things worse.

48

48

Beyond Philosophy

APRIL 19, 2024

We’d love to hear it and might feature it on the podcast and in the newsletter. Strategies for crafting compelling stories, including emotional resonance and relatability. If you have a story you want to share with us, please send us a video or audio for our None of Us Are As Clever as All of Us Feature.

Marketing 221

Marketing Personalization 221

Cyara

MARCH 8, 2018

We all know how frustrating it is when you can’t clearly hear the person on the other end of the phone line. How many times have you simply hung up on someone and called back to try and get a better connection? Well, it’s one thing to call back your friends, family, or colleagues.

Best practices 52

Best practices Banking Personalization Metrics 52

Beyond Philosophy

FEBRUARY 8, 2024

For example, families, communities, or even geographic areas will often use similar language and phrases that they hear from others in the same grouping. When you hear that it’s not the company policy to fix your problem, you might also hear “tough luck” or “sucks to be you.”

Scripts 195

Scripts Consulting Consulting Personalization 195

TechSee

JUNE 1, 2023

Cochlear is the world leader in implantable hearing solutions. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing. Cochlear device support also means being very accurate, because we are treating our recipients and their hearing.

Technology 207

Technology Customer Service Customer Support Contact Center 207

Amity

DECEMBER 12, 2013

So why should they become your customer – you need to tell them the 3 things every prospect wants to hear: We focus on outcomes We remove any friction you may be experiencing with our service – we don’t anticipate you’ll have any but in case you do…. You can expect to hear from us regularly, even if it’s to say “hello”.

Management 63

Management SaaS 63

CSM Magazine

MARCH 27, 2018

That said, there are still plenty of other phrases and words we, as customers, hate to hear. Since customer service has become a center of attention for most companies (even though some still don’t get it right), “That’s not my department” is being heard less and less. Here’s ten more: “You’re wrong.” I wasn’t here when that happened.

Wait times 45

Wait times Personalization Customer Service Management 45

Avaya

NOVEMBER 14, 2018

Hear all about Digital Transformation of Customer Experiences from Avaya at the AI & Big Data Expo North America, the leading Artificial Intelligence & Big Data Conference & Exhibition, November 28-29 at the Santa Clara Convention Center, Silicon Valley.

Big data 63

Big data Contact Center Technology Customer Experience 63

NICE inContact

MARCH 15, 2018

The post Hear from Top Customer Experience Experts – Plan your Interactions 2018 Agenda appeared first on NICE inContact Blog. Standard Conference Pass $1,070 (does not include Interactions.edu training sessions): B_EarlyBirdCP_2018. Premium Conference Pass $1,270 (includes Interactions.edu training sessions): B_EarlyBirdPCP_2018.

Customer Experience 48

Customer Experience Education Analytics Customer Service 48

RapportBoost

DECEMBER 26, 2018

Hear the episode by clicking on the link below. The post Hear Tony Medrano’s Benchmark CallTalk Podcast Recording appeared first on RapportBoost.AI. We had a great time speaking with host B ruce Belfiore right before the holidays about how to turn your contact center into a profit center. BenchmarkPortal’s CallTalk.

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Beyond Philosophy

APRIL 25, 2024

Upon hearing the story about Disney, people might also remember when they said they wanted a salad but ended up eating anything but a salad. We’d love to hear it and might feature it on the podcast and in the newsletter. There is a bonus point to this type of storytelling, too. Sometimes, it helps people become more self-aware.

Customer emotions 195

Customer emotions Engineering Education Personalization 195

CSM Magazine

AUGUST 22, 2019

Didn’t she ever hear that old saying, “The customer is always right!”? Holding her ground, she said, “Well, you did it wrong.”. In the short time I interacted with this woman, she told me the problem was my fault and I was wrong. By the way, if you’ve followed my work, you know I don’t believe in that saying.

Customer Experience 49

Customer Experience Customer Service 49