Beyond Philosophy

JULY 25, 2020

Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. The design of your experience has an enormous influence on how people decide to take action. Mastering the Illusion of Control.

Advertising 394

Advertising Sales Consulting Consulting 394

ShepHyken

DECEMBER 22, 2020

They discuss his new book, Stronger Through Adversity , and share key lessons on how to survive and thrive during challenging times. Call them to thank them for their recent purchase without any sales agenda. Brand promises of customer centricity were put to the test once the pandemic hit. The ability to adapt is crucial.

Customer centricity 205

Customer centricity Customer Experience Customer Service Sales 205

ShepHyken

DECEMBER 17, 2021

He writes about how SMBs can make the most of the holiday season by investing in proper protection. But unlike years past, small and medium-sized businesses (SMBs) are struggling amidst a lingering global pandemic that’s brought supply chain disruptions, rising inflation, shipping, and delivery delays, and workforce staffing shortages.

Surveys 194

Surveys Advertising Marketing Customer Experience 194

Beyond Philosophy

MARCH 31, 2020

Now, a decade later, the COVID-19 pandemic has taken the world by surprise. 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. The world and the market had changed!

Airlines 500

Airlines Healthcare Government Self service 500

ShepHyken

MAY 17, 2021

How to handle customer complaints? My Comment: Let’s start this week’s TOP FIVE roundup with an important topic that I’ve written on many times in the past, and that is how to handle customer complaints. How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T)

Customer Service 200

Customer Service Customer retention Marketing Sales 200

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. It’s not just about interaction with sales or customer service. Content in any form can create a bond with customers and make them feel closer to the company. However, it can be interpreted in several ways.

Customer Experience 321

Customer Experience Entertainment Sales Healthcare 321

Beyond Philosophy

SEPTEMBER 10, 2022

What did you do during the lockdown? All were excellent pursuits, by the way, especially the bread making. It only took a global pandemic to get us to start digging. It only took a global pandemic to get us to start digging. Did you take up a hobby or a new exercise program? What he found there became a book.

Consulting 171

Consulting Consulting Finance Healthcare 171

Callminer

FEBRUARY 4, 2021

More customers are vulnerable today than ever before, in part due to the COVID-19 pandemic that has led to increase in health and financial crises. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Caroline Lee.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

AUGUST 12, 2020

During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. To advance people’s thinking about how to create customer journey maps, we have five rules. What is the first stage of your journey?

Journey mapping 469

Journey mapping Consulting Consulting Marketing 469

Peter Lavers

MAY 11, 2020

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? This is a massive challenge for sales and account managers who are primarily “numbers driven”. They want: help to get them through. to be listened to.

Customer centricity 130

Customer centricity B2B Sales Accountability 130

TechSee

MAY 4, 2021

Some well-known apps such as Fiverr , TaskRabitt , and Upwork have a large part in boosting gig work and have seen their membership explode during the COVID-19 pandemic. When the pandemic hit back in March 2020, customer service operations went into crisis mode. There is no doubt that the gig economy is growing.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Fonolo

OCTOBER 7, 2021

When you have multiple retailers that sell a product at similar price points, the decision-making power goes to the consumer. How to Prepare Your Call Center for a Crisis: Black Friday and. Pair that with the great resignation of the post-COVID-19 pandemic, and you may find yourself with a serious staffing problem. Cyber Monday.

Contact Center 141

Contact Center Call Center Interactive Voice Response outsourcing 141

ShepHyken

APRIL 17, 2020

He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. Sales and marketing might argue that when people have had to take pay cuts they are not in the mood to spend. This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert.

Customer retention 318

Customer retention Marketing Sales Customer Service 318

TechSee

AUGUST 19, 2020

Effort is two-thirds about how the customer “feels” or how much emotional effort they have to exert, and safety concerns are a big part of that. If a visit is unavoidable, 68% expect the company to make sure the technician visit is as short as possible, and 63% would allow one technician only. These include: Remote Support.

Self service 109

Self service Customer effort Banking Enterprise 109

TechSee

MARCH 10, 2021

This remote and digital-first world has made service organizations rethink how to engage with customers. According to Forbes , the pandemic and its need for social distancing caused Internet usage to skyrocket by 70%. Whoever wasn’t online before COVID-19, is online now. Remote assistance is here to stay.

Customer Service 109

Customer Service Self service Surveys Chatbots 109

Integrity Solutions

NOVEMBER 13, 2020

The important skills that contribute to sales success are constant, regardless of disruptive external events, but they’ll need to be sharpened and tailored to the changing healthcare environment. Healthcare sales has gone through a number of rocky transitions and disruptions over the past decade. Sales managers are key to that.

Healthcare 112

Healthcare Sales Coaching Customer centricity 112

Bill Quiseng

MARCH 1, 2021

Ever since the beginning of last year, all of us have had to endure this pandemic. But rather than learn from our own personal leadership experiences on how to survive, I recommend Dr. Michelli’s most recent book, Stronger through Adversity. This was especially the case in the context of the pandemic. .

Consulting 148

Consulting Consulting Enterprise Customer Experience 148

TechSee

APRIL 13, 2021

Read on to learn four reasons why this is the case – and how to make the shift within your company. They are generally relegated to the background and don’t merit the spotlight as often as sales and marketing initiatives — or in this comparison, the race car drivers. Customer service – as a profit center?

Customer Service 124

Customer Service Self service Upselling Sales 124

Calltools

APRIL 19, 2023

Make the right decision by learning more about the benefits of predictive dialers and preview dialers and which option companies in your industry usually choose. They reach this goal by using an algorithm to “predict” how long the average call takes. Which one should you choose for your next outbound dialing campaign?

Real estate 98

Real estate Telemarketing Healthcare B2B 98

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. .

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

Fonolo

NOVEMBER 11, 2022

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. Higher wages and sales commissions . Let’s dig in! .

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

Fonolo

MAY 4, 2021

Read on to learn how to offset call center costs, and ensure that your customer service operations meet the needs of the 21st-Century customer. This way, you can better serve customers and make actionable data-informed choices about how to further improve your call center. The result? The ROI of Call-Backs for Your Call Center.

Contact Center 152

Contact Center Interactive Voice Response Call Center call center software 152

Peter Lavers

JULY 24, 2020

We need to be like this in our businesses – and not just the sales data! We need to be like this in our businesses – and not just the sales data! If you are in FS, make sure you’re not just treating this as a tick-box exercise, referring to it a ‘Conduct Risk’ and thereby assuming it’s Risk & Compliance’s job!

B2B 130

B2B Accountability Marketing Sales 130

Talkdesk

FEBRUARY 18, 2021

One of the industries most impacted by the coronavirus pandemic has been e-commerce. For many online retailers, sales increased exponentially. With the uptick in sales came an influx of customer service inquiries, bringing about its own set of challenges. Making a swift transition to work from home during lockdown.

Sales 97

Sales Customer Service Call Center Personalization 97

Anexa BPO

JANUARY 30, 2023

The global economy has experienced a number of recessions throughout history, and businesses of all sizes have been forced to adapt to survive during these tough times. Information technology (IT) can help be a valuable business tool during a recession in several ways.

Technology 52

Technology outsourcing Customer centricity Sales 52

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. E-commerce sales are now projected to reach $7.4 Here are the CX trends you can expect to see in 2023 and how to keep your e-commerce business on track with the evolution of CX.

Customer Experience 83

Customer Experience Chatbots Feedback Customer Support 83

Outsource Consultants

JUNE 15, 2022

Anyone who has tried to make a purchase in the last year has probably experienced the effects of the disrupted supply chain in America. At the onset of the COVID-19 pandemic, many manufacturers slowed down the production of items, such as computer chips, under the assumption that buying would lag during the pandemic.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Fonolo

OCTOBER 22, 2020

With the pandemic still looming overhead, consumers are widely mixed in their financial concerns for the holiday season. In a report by Morning Consult , only 20% explicitly expressed worry regarding finances during this period, and 67% say they plan to reduce their general spending for their holiday shopping. But it’s not over yet.

Consulting 133

Consulting Consulting Finance Surveys 133

Fonolo

DECEMBER 15, 2020

It’s always difficult to predict trends, especially during uncertain times. This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. This chart from hbr.org shows you how that plays out in a crisis event: The Six Principles of Resilient Systems. Crises do occur. Redundancy.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We generated an overall analysis of the pandemic effects on Customer Success from around the globe. The outbreak of the pandemic creating uncertainty for customers.

SaaS 83

SaaS Surveys Upselling Customer retention 83

Interactions

MAY 28, 2020

So how can businesses redefine their customer experience or customer service strategy to fit this world? Consumers want to know how their favorite brands handled the first few months of the pandemic – were they able to maintain business continuity? How did they treat their customers during the pandemic?

Journey mapping 83

Journey mapping Virtual Agent Self service Government 83

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

ClearAction

DECEMBER 5, 2023

There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. alliance, and merger.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Tethr

APRIL 21, 2020

However, a lot of customers aren’t used to the virtual work environment and their lives and livelihoods are being interrupted by the impacts of the pandemic. Whether or not we like it, this challenge might just be a glimpse into the future of sales. Tips and tricks from Tethr’s Sales team. he explained.

Sales 66

Sales Scripts Personalization Marketing 66

The Northridge Group

AUGUST 14, 2023

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

Comm100

NOVEMBER 29, 2021

Organizations relying on call center support were forced to transition to digital channels during lockdowns. All of these pandemic repercussions will continue to reverberate across customer service teams and drive the major trends in the year to come, and likely far beyond. With expanding expectations comes expanding channels.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82