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Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it. MORE
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The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my! It’s downright chilling. MORE
Another synthetic fraudster attack was in the news recently. This time, it was a deepfake audio – contrary to Anthony Bourdain’s deepfake , this attack happened over the phone channel. MORE
Retail Tips & Tricks for the 2021 Holiday Season Customers are checking off their gift lists earlier (and spending more!) than previous years. Is your phone system up to the task to support your end-of-year revenue goals? MORE
Your key account management teams need to be talking to client contacts, managing the customer experience, and growing their book of business. MORE
Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong. MORE
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? MORE
Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. MORE
Use these stats as an argument to prove to your executives the power and value of investing in customer service. It’s often more challenging to see the value of customer service costs compared to other business investments. MORE
Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. MORE
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. MORE
When are “Ums” while recording a video ok, and when should it not be used? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support communication has evolved. MORE
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. MORE
Outsourced Omnichannel Call Centers | Omnichannel Marketing Strategy & Implementation | Complete Call Center Support for Any Omnichannel Service. Remember the days of single channel marketing? MORE
In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses. MORE
Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article MORE
We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. . MORE
The COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies rapidly shifted from an in-office environment to remote work. Nowhere was that shift more apparent than in the call center industry. MORE
Creating an accessible, equitable, and highly user-friendly application has always been a top priority for Guru. We believe that our tool has the power to give everyone access to the critical information they need to succeed in their jobs—inclusive of users of all cognitive and physical abilities. MORE
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Emotional intelligence has always been a hot topic in the customer service world. MORE
Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market MORE
There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support. MORE
When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. MORE
To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article MORE
No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. MORE
The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year. MORE
In today's business climate, happy workers mean better output. How can you boost employee satisfaction and productivity levels higher MORE
62 
People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. MORE
I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […]. MORE
141 Shep Hyken
OCTOBER 20, 2021
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.
Contact Center Pipeline
OCTOBER 20, 2021
There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.
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Callminer
OCTOBER 19, 2021
Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market
Myra Golden Media
OCTOBER 20, 2021
People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
Beyond Philosophy
OCTOBER 21, 2021
We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
OCTOBER 21, 2021
Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.
TechSee
OCTOBER 19, 2021
Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.
Beyond Philosophy
OCTOBER 16, 2021
Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong.
Contact Center Pipeline
OCTOBER 19, 2021
I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].
Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva
In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!
Fonolo
OCTOBER 21, 2021
Emotional intelligence has always been a hot topic in the customer service world.
Guru
OCTOBER 19, 2021
Creating an accessible, equitable, and highly user-friendly application has always been a top priority for Guru. We believe that our tool has the power to give everyone access to the critical information they need to succeed in their jobs—inclusive of users of all cognitive and physical abilities.
Help Scout
OCTOBER 19, 2021
To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article
LiveVox
OCTOBER 18, 2021
The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my! It’s downright chilling.
Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo
What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.
Fonolo
OCTOBER 19, 2021
No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on.
Nicereply
OCTOBER 21, 2021
When are “Ums” while recording a video ok, and when should it not be used? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support communication has evolved.
NobelBiz
OCTOBER 19, 2021
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?
pindrop
OCTOBER 21, 2021
Another synthetic fraudster attack was in the news recently. This time, it was a deepfake audio – contrary to Anthony Bourdain’s deepfake , this attack happened over the phone channel.
Advertisement
Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.
The Northridge Group
OCTOBER 20, 2021
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives.
Nicereply
OCTOBER 19, 2021
Use these stats as an argument to prove to your executives the power and value of investing in customer service. It’s often more challenging to see the value of customer service costs compared to other business investments.
Cyara
OCTOBER 20, 2021
When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.
Kapta
OCTOBER 18, 2021
Your key account management teams need to be talking to client contacts, managing the customer experience, and growing their book of business.
Speaker: Scott Baldwin of ProductBoard
Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!
Help Scout
OCTOBER 20, 2021
Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article
Totango
OCTOBER 20, 2021
Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.
NICE inContact
OCTOBER 21, 2021
In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses.
CustomerServ
OCTOBER 21, 2021
The COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies rapidly shifted from an in-office environment to remote work. Nowhere was that shift more apparent than in the call center industry.
Advertiser: ZoomInfo
In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!
Helpware
OCTOBER 21, 2021
In today's business climate, happy workers mean better output. How can you boost employee satisfaction and productivity levels higher
TeleDirect
OCTOBER 20, 2021
Outsourced Omnichannel Call Centers | Omnichannel Marketing Strategy & Implementation | Complete Call Center Support for Any Omnichannel Service. Remember the days of single channel marketing?
Avoxi
OCTOBER 20, 2021
Retail Tips & Tricks for the 2021 Holiday Season Customers are checking off their gift lists earlier (and spending more!) than previous years. Is your phone system up to the task to support your end-of-year revenue goals?
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