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).

Call center cost reduction strategies


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.

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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. Blog contact centre management strategy technology WFM Workforce ManagementContact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times.

25 Conflict Resolution Strategies for Customer Service


Companies that have effective strategies for handling these situations and skilled customer service agents capable of diffusing tension-filled interactions can turn difficult customer interactions into opportunities to exceed expectations, influence the customer’s perception of their business, and improve the customer experience to boost customer retention. ” – Chris Westfall, Five Negotiation Strategies When Traditional Customer Service Fails , Forbes; Twitter: @forbes.

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.

5 Strategies for CX Excellence


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?".

Guest Blog: How to Make Effective Customer Experience Strategies for a Software Development Company?


This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. What is a Customer Experience Strategy?

Your Strategy and a Customer’s [Business] Journey

Andrew Mcfarland

When crafting corporate strategy, make sure to account for shifting customer [business] journeys. Rukstad Opportunity Zone Strategy Sweet Spot Wasted Effort ZoneBest Practices Customer Business Journey Customer Journey Danger Zone David Collis HBR Michael G.

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

6 Customer Retention Strategies You Need to Implement


With this in mind, it’s clear that your loyal customers are the ones that keep you in business and that you need to implement effective customer retention strategies so you don’t lose them. “80% Throughout this post, we look at the top 6 customer retention strategies that will help you have your best financial year yet. Customer retention strategies to grow your business. Make customer retention part of your sales strategy.

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.

What a Customer First Strategy Means Post Pandemic


Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard.

Customer Feedback Strategy in 4 Simple* Steps

Marley Richman

4 Strategies to Keep Customers Engaged and Coming Back



The Secret of Creating an Effective Customer Experience (CX) Strategy

Beyond Philosophy

The Secret of Creating an Effective Customer Experience (CX) Strategy. Once agreed, it should set the direction of the whole organization and as a consequence it should outline all the things that you need to start and stop doing as a result of the strategy. We give you an example of one organization who, by setting the strategy in this way, improved their Net Promoter Score® by 40 points in 30 months that lead to a 10% rise in volumes.

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.

Account Segmentation Strategies during Covid-19

CSM Practice

This new segmentation strategy is placed to ensure customer success teams are able to prioritize customer slew of stop-payment requests, discount asks as well as to effectively identify expansion opportunities. Did your team take a different methodology to determine your customer strategy since the pandemic started? Contact us at CSM Practice if you have any questions about account segmentation strategies or other customer success topics.

Keep Your Strategy Current

Brad Cleveland

When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date. How has your strategy held up this year?

7 Strategies for Turning Customers into Advocates


The post 7 Strategies for Turning Customers into Advocates appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

Guest Blog: Empathy – What Your Customer Service Strategy Is Missing


By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again. While customer service strategies are constantly in flux with evolving trends and technological innovations, one foundational aspect remains at the core of every successful plan: Empathy. He is responsible for product strategy and business planning for the company’s mobile messaging solutions. .

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Creating a Customer Insight Strategy

Peter Lavers

Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. In fact many business strategies that I’ve seen, which seek to pepper their presentation with customer language, if you look closer are really channel strategies or product strategies – reflecting the current silos in that business. At its simplest, strategy is just a series of decisions about “what you are going to do“. Latest Thinking Marketing Strategy

7 Reasons for Failure When Adopting a Customer First Strategy


Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? While it is essential that a customer-first strategy has a board-level sponsor, it is important that every employee understands their role in making it happen. The organisation has not fully embraced the strategy.

8 Leadership Strategies From An Influencer

Beyond Philosophy

The post 8 Leadership Strategies From An Influencer appeared first on. Childhood bullying gets a lot of attention these days, but bullying and other bad behavior can be just as destructive in the workplace as on the playground. Over the years, I’ve seen people with poor social and interpersonal skills unnecessarily make life miserable – not just for themselves, but for everyone else in the workplace.

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

Service Delivery call center contact center customer service Internet of Things IoT service strategiesIn our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers. Next on our list, and equally vital to contact centers, are the challenges brought about by the Internet of Things (IoT) and the increased complexity […].

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Guest Post: Best Customer Acquisition Strategies for Winning Over Customers


He shares multiple approaches to updating or creating your customer acquisition strategy. The phrase ‘customer acquisition strategy’ is one that you would rarely hear outside the confines of a corporate marketing department. Whether you’re running a multinational enterprise or a small local business, you need to have a customer acquisition strategy in place in order to steer customers your way. Customer acquisition is a critical component of your business strategy.

Busy and billable: 6 visual strategies to increase technician utilization


Field service organizations have traditionally employed various strategies to improve technician utilization, including optimizing travel routes, better preparing workers for each job, and minimizing time spent at headquarters. Jonny is a field technician for a major home appliances brand.

How to create a customer insight strategy


A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS


Mapping Your Contact Center Strategy to Changing Customer Behavior

NICE inContact

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility.

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!

Technology is Not Strategy


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. Some day companies will learn the lesson that technology is not equal to strategy. A bot is an amazing and worthwhile tool, but it will only serve well when put in the context and service of a well thought out CX strategy.

Reduce Machine Downtime with a Unified Visual Maintenance Strategy


With the right combination of technologies, industrial enterprises can now move toward a unified visual maintenance strategy. Toward a Unified Visual Maintenance Strategy. era, manufacturers need to develop strategies that combine the very best technologies in order to keep machine downtime to an absolute minimum. The post Reduce Machine Downtime with a Unified Visual Maintenance Strategy appeared first on TechSee.

6 Thought Leadership Strategies for Independent Consultants


Utilize thought leadership in your consulting business with these 6 strategies

Debate Invitation – CX Strategy: What Now?


The title is CX Strategy: What Now? I’m pleased to announce that I will be moderating a webinar hosted by 5CA on October 27th. I know you might be thinking “another day, another webinar invitation,” but as I’m chairing the debate I want to try making this one a little different.


Customer Experience Strategy: How to Measure the Immeasurable

How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.

Rethinking Your CX Strategy with Gig


The post Rethinking Your CX Strategy with Gig appeared first on Concentrix. Learn how the gig CX model is truly becoming a disruptive force for better interactions. Thought Leadership Resources


The Only 3 Strategies that Increase Customer Value


I am often asked, What is the best way to develop and implement strategies to increase customer value? The post The Only 3 Strategies that Increase Customer Value appeared first on Genroe. Customer Retention StrategyFrom a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention. Acquiring new customers is the focus of other posts but if we want to increase the value of our […].

Five Customer Service Strategies That Win

Team Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. It’s a strategy to deflect tickets while keeping people in their support roles where they thrive. Customer Service Strategy

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

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. Most have already sustained massive damage, and we still have yet to see the scope of impact of the global pandemic that has upended the globe. Any return to normalcy may seem far-off, but sales and marketing are on the front lines of restarting the economy. When the dust settles, we have a responsibility to turn our shock and grief into fierce determination, and lead the charge of responsible, strategic, sustainable future growth. However, there’s no team better suited to lead that charge than the marketing department. Marketers are uniquely positioned to provide creative solutions to aid their organization in times of change and chart a course for navigating success.