ShepHyken

DECEMBER 23, 2022

Communications systems will need to do more than support hybrid work as organizations require solutions that can help them adapt to changing conditions and modernize their business. They share their top 5 unified communications predictions for 2023. Predictable. However, businesses must look ahead and plan – whatever it may bring.

Surveys 173

Surveys Education Enterprise Technology 173

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Beyond Philosophy

JULY 24, 2019

Of course, if somebody from Facebook were responding to this, they would tell me that it’s in the Terms and Conditions. Facebook is not what it used to be – or at least my perception of what it was. Furthermore, I believe this could lead to their downfall. Their investors maybe don’t feel the same way.

Customer centricity 348

Customer centricity Government Morale Advertising 348

Beyond Philosophy

JULY 2, 2020

Organizations that are responding to things: Firms who are responding accept that the changes are not going to go away, at least not in the short term, meaning the next year or so. So, the question becomes, can you use this opportunity to make more fundamental changes to your model in a way that benefits customers in the long term?

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

ShepHyken

MAY 3, 2021

He defines CX as building long-term relationships with customers. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. This company is on my radar.

Customer Service 269

Customer Service Entertainment Banking Marketing 269

Certified Languages International

MARCH 4, 2021

These interactions can include medical questionnaires — a series of detailed medical questions that look for very specific information about the patient’s condition and medical history. This is why interpreters should always remain neutral and avoid any assumptions about the patient’s condition or plan of care. . Just simply ask.

Consulting 98

Consulting Consulting Personalization Healthcare 98

CCNG

NOVEMBER 2, 2022

If he were alive to tell the tale, he would expound on the “flaw of averages,” which states, simply, that plans based on assumptions about average conditions usually go wrong. Framed in this manner averages can be useful for long-term planning. But averages are the result of decision-making, and should not be the basis for them.

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

MAY 31, 2023

The fallout in terms of how people are thinking, feeling, and acting going forward is a paradigm shift that needs to be addressed if organizations want to sustainably succeed. The logistical realities of the pandemic are obvious. Given the statistics, both leaders and teams are stressed and burnout.

CCNG 195

CCNG Education Consulting Consulting 195

Call Experts

SEPTEMBER 22, 2023

So, when you come across unfamiliar terms like “Call Forwarded Unconditionally,” it’s essential to understand what they mean and how they affect your calls. In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls.

call center professionals 59

call center professionals Healthcare Call Center outsourcing 59

JustCall

AUGUST 8, 2023

Source Whether it is extracting information from publicly available medical literature, diagnosing conditions based on symptoms, or referring to electronic health records – conversational AI can dive into a sea of information and fish out relevant details. Such a demographic shift will ramp up healthcare requirements. Let’s take a look.

Healthcare 52

Healthcare Consulting Consulting Education 52

CSM Magazine

FEBRUARY 21, 2024

This will normally relate to the terms and conditions – most likely about deposits, withdrawals, bonuses, etc. It highlights the importance of clear information across a website – especially when terms and conditions are involved. The nature of this industry means that many sites have offshore support teams.

Customer Service 52

Customer Service Customer Support Personalization Customer Experience 52

Beyond Philosophy

MARCH 2, 2020

While this strategy outlined in HBR might be profitable in the short term, it will not be beneficial in the long run. We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Or are they? The O2-Shaw Debacle. I sent them a text message that said, “No.” .

Customer Service 470

Customer Service Consulting Consulting Wait times 470

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. But how is this accomplished, exactly?

Customer Service 84

Customer Service Chatbots Analytics Big data 84

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

ShepHyken

OCTOBER 12, 2023

To obtain consent, consider implementing opt-in checkboxes during sign-up processes or clearly state the terms and conditions of SMS communication. This week, we feature an article by Philip Portman, Founder/CEO of Textdrip , a texting platform for insurance, mortgage, real estate, and solar sales.

Best practices 155

Best practices Real estate Personalization Feedback 155

CX Accelerator

JANUARY 7, 2019

Do terms like NLP and Machine Learning mean anything to you? It’s OK if they don’t but chances are you’ve heard a well-meaning salesperson try to sell you on the latest greatest CX tool and they’ve dropped these terms like they’re hot. For the sake of clarity, let’s break these terms down a bit. This doesn’t happen without NLP.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Comm100

JULY 27, 2023

According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. Assistive learning technology is one of the main avenues for people with this condition to get support, with live chat being a particularly useful tool. Low reading level.

Education 80

Education Technology Chatbots Personalization 80

Peter Lavers

MAY 11, 2020

Have you noticed that under normal trading conditions many important projects and investments get cut or delayed “because we’re just short of our target”? The sad thing is that it’s often longer term and strategic investments that suffer, to the detriment of the customer or employee experience. Falling sales and profits? flexibility.

Customer centricity 130

Customer centricity B2B Sales Accountability 130

Taylor Reach Group

OCTOBER 8, 2021

Too often as professionals in Customer Service we report and write about lousy service, long wait times, poor follow through, weaseling phases in terms and conditions, too many steps to get satisfaction plus many, many more. Today I share two bright spots of a personal experience. First, Google and their Pixel phone. Then do better.

Customer Service 142

Customer Service Consulting Consulting Wait times 142

Comm100

SEPTEMBER 26, 2023

While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization. Intelligent live chat communication Live chat is more than just a convenient and fast communication channel for customers; it’s a goldmine for personalization.

Personalization 69

Personalization Chatbots Surveys Engineering 69

Myra Golden Media

APRIL 5, 2023

Effective signposting involves using simple, easy-to-understand language that avoids jargon or technical terms the caller may not understand. Effective signposting involves using simple, easy-to-understand language that avoids jargon or technical terms the caller may not understand. What is signposting?

Best practices 156

Best practices Call Center call center software Healthcare 156

24-7 InTouch

OCTOBER 31, 2023

There are three standards among the LIB Campus building’s green characteristics: Environmental criteria has been taken into account for the landscape,, building, and architectural design The architecture considers the local climate conditions (i.e. Across the globe, the importance of green initiatives are becoming more prevalent.

Construction 59

Construction Accountability Management 59

Upstream Works

NOVEMBER 30, 2022

In the early stages of the pandemic, business conditions became very fluid. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. That’s a major problem on its own, but other complications have since arisen.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Upstream Works

NOVEMBER 30, 2022

In the early stages of the pandemic, business conditions became very fluid. As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. That’s a major problem on its own, but other complications have since arisen.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

VirtualPBX

MARCH 22, 2023

Use clear and concise language Clearly communicate the terms and conditions of your texting service. Guest Post by Linh England, VirtualPBX Product Lead Text messages are quick, easy, and much less intrusive than phone calls or emails while giving customers the ability to control when and how often they receive notifications via text.

Best practices 98

Best practices Marketing Personalization Customer Service 98

BlueOcean

JULY 27, 2022

We know a little bit about the trappings and pitfalls of our new work-at-home world, having moved over 90 percent of Blue Ocean’s workforce into a remote environment in response to COVID-19 conditions. And we know we’re not the only ones seeking answers about the long-term implications of work-from-home agents.

Contact Center 62

Contact Center Management 62

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? by Michael Manfredo.

Customer Service 167

Customer Service Engineering Personalization Surveys 167

ShepHyken

MAY 3, 2021

He defines CX as building long-term relationships with customers. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. This company is on my radar.

Customer Service 156

Customer Service Entertainment Banking Marketing 156

CSM Magazine

JANUARY 26, 2024

Improves Trust Responsive and efficient customer support improves player trust, facilitating long-term relationships between the online casino and the players. Transparency Customer service should offer accurate and clear information, especially concerning promotions, bonuses, and terms and conditions.

Customer Service 52

Customer Service Multichannel Customer Support Accountability 52

VirtualPBX

JANUARY 23, 2024

Guest Blog If you deal with large volumes of data – like call centers tend to – you may find yourself a target of cyber criminals and your cybersecurity may be at risk. The trouble with cybersecurity is that it’s only ever as good as its weakest point. Social engineering. Physical security breaches. Does every office have CCTV?

Call Center 98

Call Center Engineering Education Best practices 98

CSM Magazine

DECEMBER 31, 2021

There are many reasons why newbies need help from bingo customer service and the most common issues include bonus conditions, withdrawal issues, and software problems. Terms and Conditions (T&Cs). One of the most common causes of bingo site problems is that the player doesn’t understand the terms and conditions.

Customer Service 52

Customer Service Advertising Customer Support Marketing 52

Talkdesk

AUGUST 3, 2020

Additionally, it is also a platform that contains broader and unspecified privileges for users, meaning everyone is operating under the same terms and conditions. By now, your entire workforce should be either working remotely or navigating a hybrid solution between working from home (WFH) and safely going to the office.

Contact Center 117

Contact Center Personalization 117

CSM Magazine

FEBRUARY 20, 2024

Believe it or not, a functional and appealing commercial building design is highly related to higher sales, bringing your business long-term gains. And what about the long-term goals for your business? Make sure to get the design right If you want your commercial building to offer long-term profitability, pay attention to its design.

Construction 52

Construction Management Sales Customer Service 52

Peter Lavers

APRIL 21, 2020

Your role is to plot the best course to your destination and to deploy your people and resources to get there, adapting to changing conditions as you go. Here’s an approach that we’ve picked up in speaking with clients in the past few weeks that will help you stay on-course in the short to medium term. Business Continuity. 1) People.

Sales 130

Sales Feedback Marketing Customer centricity 130

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Here are the key takeaways from the webinar.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

CSM Magazine

FEBRUARY 19, 2024

Businesses now recognize the value of accessing a global talent pool, tapping into specialized skills, and providing around-the-clock service to a global customer base. This evolution is not just a story of corporate strategy but a reflection of the transformative power of globalization and technological advancement.

outsourcing 52

outsourcing Call Center Government Telecommunications 52