The ER Strategy 2.0: Small Improvements Add Up

ShepHyken

The article she was referring to was written almost 10 years ago and was about the concept I refer to as the ER strategy. The last two letters of better are E and R, which is where the ER strategy comes from. My suggestion is to have a team meeting to brainstorm different ER strategies.

Guest Post: Reset Buyer Strategy to Drive Post-Pandemic Revival

ShepHyken

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. Navigating through such uncertain circumstances, companies must remember that they can only survive and thrive by realigning their sales and marketing strategies.

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Tips & strategies for improving customer experience

Callminer

Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience

Call Center Coaching Strategies

TeleDirect

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. Whether you need customer service tips for call centers, call center improvement strategies or anything else, we’re here for you!

What We Learned From Our Own Data-Driven ABM Strategy

ZoomInfo has created the following eBook to help other B2B organizations gain insights on how to launch their own data-driven ABM strategy. In this eBook, we will reveal the good and the bad from our own campaign and highlight some key takeaways on how to improve your ABM strategies moving forward.

Call center cost reduction strategies

TechSee

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. The Best Call Center Cost Reduction Strategies.

How to Build a Customer Acquisition Strategy

LIVEVOX

Between business closures, job losses, and changes in spending habits, the pandemic has wreaked havoc on marketing teams, sales funnels, and customer acquisition strategies

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Customer Experience Strategy Updates for 2021

CX Global Media

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions.

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.

Building a Sustainable Strategy for Remote Agents

Contact Center Pipeline

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty.

2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

Building a Customer Experience (CX) Strategy

CX Accelerator

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “. Step One: Stop & Understand Current State Be it a new or seasoned company, before creating a CX strategy to improve your customer’s experience, first create a baseline by understanding your current state.

Rebooting Your Workforce Management Strategy

Contact Center Pipeline

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner).

Omnichannel Strategies Beyond 2020

Aspect

Which brings us to your digital strategy. Having survived the events of this fiscal year are indeed cause to celebrate but also offer incredible insight to your new omnichannel strategy. If you didn’t have an omnichannel strategy coming into 2020, congratulations.

What is a Freemium Strategy?

Totango

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy. What Is a Freemium Strategy?

How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?".

Contact Center Digital Transformation Strategy

UJET

The post Contact Center Digital Transformation Strategy appeared first on UJET. This is a guest post by Donna Fluss, the president of DMG Consulting LLC.

2021 Customer Loyalty Strategy – Relationships over Transactions

The Petrova Experience

In other words, when thinking about customer loyalty strategy, you need to understand that customers want you to CARE. Because empathy and trust are the basis for relationships / And creating relationships is the core of your 2021 customer loyalty strategy. Customer Experience Strateg

Three Ways to Make Your Customers Happy with a Digital-First Strategy

Contact Center Pipeline

The post Three Ways to Make Your Customers Happy with a Digital-First Strategy first appeared on Contact Center Pipeline Blog. Technology AI asynchronous messaging call center contact center digital transformation digital-first strategy modern chat predictive analytics

2021 Industry Expert Contact Center Predictions

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.

9 Effective Call Center Strategies to Implement in This Year

Fonolo

The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center. The post 9 Effective Call Center Strategies to Implement in This Year first appeared on Fonolo.

Building a Customer Experience (CX) Strategy

CX Accelerator

However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. Step Two: Align your CX Strategy with Business Objectives.

Effective Strategies for Managing a Contact Centre

Call Design

Below, we have 4 effective strategies for managing a contact centre. With our consultative approach, Call Design equips and empowers contact centres to develop better management strategies through our various solutions.

8 Tips for Selecting an Effective Contact Center Strategy

Fonolo

Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. By developing this framework in advance, you’ll have a point of reference when it comes time to evaluate your strategies. Audit your strategy regularly.

A Proven Guide to Recruiting Passive Candidates

It's a simple, frustrating truth that you can't predict everything when it comes to recruiting for businesses. At some point in your role as a recruiter - perhaps more frequently than not - you'll need to fill a position quickly and you'll look for active recruitment strategies to do it. However, it's not efficient or cost-effective to be in the active recruitment mode all the time. It's important to also invest in building a passive candidate pipeline. Download the guide for tips that can help you build a recruitment strategy that attracts both active and passive candidates for the best possible mix.

25 Conflict Resolution Strategies for Customer Service

Callminer

The best agents are able to keep their own emotions under control while effectively dissolving tension between themselves and upset customers, but even the best perform better with clear strategies they can leverage.

Technology is Not Strategy

Mindtouch

Some day companies will learn the lesson that technology is not equal to strategy. The field-of-dreams-approach to contact center strategy has absorbed many a contact center dollar in the past, after all, and with little effect.

Digital Marketing Strategy: How to Generate Leads

CSM Magazine

Thanks to the internet, it is now easier than ever before to generate leads, provided you’re using the right strategies. This is just one way that a digital marketing strategy can help you generate leads. Use a Digital Marketing Strategy With Many Components.

Repositioning CX Strategies

Hello Customer

Customer Centricity

Marketing-Led Post-COVID-19 Growth Strategies

Businesses are laying off workers, shutting their doors (some permanently), and struggling to react to the radical destruction that coronavirus (COVID-19) is doing to our society and communities. However, there’s no team better suited to lead that charge than the marketing department.

4 Strategies to Keep Customers Engaged and Coming Back

ShepHyken

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Call Center Shrinkage : Strategies and Tools for Decision-makers

NobelBiz

The post Call Center Shrinkage : Strategies and Tools for Decision-makers appeared first on NobelBiz®. Assume your contact centers employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working?

Creating A Customer-Centric Strategy

Integrity Solutions

A customer-centric strategy is about more than just a values statement or a directive to the team. It’s the product of a strategy that extends across the organization and is central to the way you do business. How Do You Create a Customer-Centric Strategy?

25 Conflict Resolution Strategies for Customer Service

Callminer

Read this article to learn some of the best conflict resolution strategies for contact center agents can implement

Best Practices for Accelerating the Sales Process

This eBook takes a look at three headache-free strategies you can employ today to accelerate selling the right way. Read on to learn how to adopt specific workflows and approaches that append your existing processes to deliver value to your prospects and internal counterparts.

Guest Blog: Customer Feedback Loops – 3 Examples & Strategies

ShepHyken

Most companies ask customers for feedback, but when it comes to closing the loop on that feedback, most still use these two rudimentary strategies, if at all: After a customer responds, they send “Thank you, we received your feedback”. How to create a personalized closing the loop strategy? Coming up with a closing the loop strategy. In summary, closing the loop is a critical step in monetizing your customer feedback strategy.

Building a Training Strategy

Call Center Weekly

One thing that will help, though, is having a training strategy. A training strategy is a plan for what training is needed and an action plan for how that training will be accomplished. It should be part of a greater corporate strategy, or at least the contact center strategy. A training strategy helps the focus remain on improving skills at all points and keeping performance improving rather than only reacting when it slips. CCW Strategy & Planning Training

Strategies, Challenges & Data Behind Deploying Remote Agents

Liveops

The post Strategies, Challenges & Data Behind Deploying Remote Agents appeared first on Liveops. Call Center Industry

3 Winning B2B Client Engagement Strategies

Totango

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. Why Are B2B Client Engagement Strategies Different from B2C? What Are the Keys to Successful B2B Client Engagement Strategies?

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2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.