Beyond Philosophy

MARCH 26, 2020

We are living in troubling times fraught with uncertainty. There are many questions about what comes next in the COVID-19 outbreak. We talked about this in a recent podcast. Many of our clients have been calling us about what to do. Here are ten things we have been telling them. Listen to your customers.

Airlines 348

Airlines Consulting Consulting Call Center 348

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Moreover, you should understand the culture where your customers live.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

Customer Support 318

Customer Support Employee engagement Call Center Scripts 318

Momentum Telecom

NOVEMBER 21, 2023

By joining forces with G12, we are poised to deliver premier voice-enabled collaboration solutions that empower organizations and the modern workforce to thrive in an increasingly digital and collaborative world,” said Todd Zittrouer, CEO of Momentum. Q Advisors served as the exclusive sell-side advisor to G12 Communications.

Technology 111

Technology Management Marketing 111

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. In 2020, that customer-centric approach is more vital than ever.

Interactive Voice Response 351

Interactive Voice Response Customer centricity Consulting Consulting 351

ShepHyken

SEPTEMBER 5, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. We Serve to Serve Again!” It’s that simple.

Customer Service 170

Customer Service Journey mapping Surveys Customer Experience 170

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 157

Customer Service Chatbots Self service Customer Care 157

CSM Magazine

APRIL 18, 2024

High-maintenance customers often have higher expectations, require more attention, and may take up a significant portion of your customer service resources. However, they also provide unparalleled opportunities to showcase the quality of your customer service and to build loyalty.

Feedback 52

Feedback Personalization Customer Service Management 52

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. He said, “What do you expect when you pay people $15 an hour.” Customers have Feelings too.

Customer Service 105

Customer Service Management 105

Vcaretec

AUGUST 8, 2023

Outsourcing customer service is something that the majority of new business owners are wary of, and for good reason. The main channel via which you communicate with your clients is through customer service, thus it can't be good for your brand, to put it mildly. Size Size is the first and maybe most evident element.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98

TeleDirect

DECEMBER 14, 2023

Do your employees feel overworked, constantly working overtime and never seem to get enough done in their eight -hour shifts? Are your customers needing more assistance from you than you can provide? Our call center solutions are customized to what your company needs to thrive. We’re here for the long haul.

call center solutions 62

call center solutions Call Center Scripts Enterprise 62

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Fonolo

FEBRUARY 27, 2023

While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. We asked influencers across the CX and contact center spaces to weigh in on the self-service trend.

Self service 142

Self service Contact Center Chatbots Consulting 142

TeleDirect

MAY 6, 2024

If you want your brand to succeed, it must be someone who understands and respects customer service. Customer service is the cornerstone of every successful operation. Your customers expect and deserve helpful, efficient, and knowledgeable interactions with your team every time.

Call Center 62

Call Center Contact Center Real estate outsourcing 62

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. Table of Contents What is a Debt Collection Agency and How does it Work? In the U.S.,

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Best practices 52

Best practices Accountability Management Metrics 52

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CSM Magazine

APRIL 2, 2024

AI can automate various supply chain tasks, from demand forecasting to inventory evaluation. They take over much of the supply chain, ensuring its day-to-day management doesn’t bog you down. Have Strong Customer Service Customer service has become an afterthought. If there is a delay, we will get back to you.

Calibration 40

Calibration Transportation Analytics outsourcing 40

Aspect

JUNE 4, 2020

‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi. These leaders are managing a complex set of activities. These leaders are managing a complex set of activities. annual increase in customer satisfaction rates. That applies to many things in life and business.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

CSM Magazine

JANUARY 8, 2024

For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. Unlike customer service, consumers might not be direct buyers but benefit from support. Whether small or large, they aim to satisfy end users through services.

Healthcare 52

Healthcare Real estate Education Banking 52

CSM Magazine

JANUARY 22, 2024

Any accounting company that wants to grow must prioritize its approach to customer service. In this article, we’ll share ten tips for accounting companies to improve their customer service and keep their clients happy. Accounting companies should communicate clear time frames for responses.

Accountability 52

Accountability Customer Service Best practices Technology 52

Blueship Call Center

OCTOBER 25, 2023

We’ll discuss the many types of back office outsourcing services, their advantages and disadvantages, and how to choose the best supplier for your company. Back Office Support System: What Is It? Let’s get going! The day-to-day operations of a company are handled by the back office support services.

outsourcing 76

outsourcing Customer Care Call Center Technology 76

Global Response

SEPTEMBER 11, 2023

What does outsourcing have in common with kale and tofu? Here’s what you need to know about the pros and cons of outsourcing, and how to reap the benefits without hurting your operations. After all, there’s a lot of misconceptions out there about what call centers do, who they’re for, and when they’re a good idea.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

Hodusoft

JANUARY 3, 2024

An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. In the last few years, the demand for CCaaS has increased significantly owing to the growth of remote working and agents working from home during the pandemic and subsequent lockdowns. What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

CSM Magazine

MAY 6, 2024

Improving customer service in the auto transport industry involves offering custom solutions tailored to each client’s unique needs. And as we dig deeper, you’ll see just how these efforts do so much more than just ship a car. But it doesn’t stop there.

Transportation 52

Transportation Customer Service Automotive Personalization 52

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Call Experts

MARCH 31, 2022

So when it’s tax season, and your phone is ringing off the hook, what do you do? We’re here to answer that call! With Call Experts, you don’t have to worry about the hassles of hiring and managing support staff. . First, your customers are happier. It can be a little overwhelming.

Answering services 98

Answering services Accountability Customer retention Analytics 98

Certified Languages International

DECEMBER 22, 2023

While many appointments are planned, sometimes you may need on-demand interpretation to serve your customers. This results in polished, natural communication in the target language. CLI holds a certification that shows we are in full compliance with the Privacy Shield framework set forth by the U.S.

Revenue potential 52

Revenue potential Best practices Marketing Customer Service 52

Global Response

FEBRUARY 28, 2024

What was once easily handled by a team of five may no longer be manageable anymore. With limited staff and resources, small businesses often struggle to provide high-quality customer support and stay focused on core business practices. Call centers provide 24/7 access to trained professionals specializing in customer care.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Spearline

OCTOBER 7, 2022

No matter what level a call center service is at, from start-up to complete customer support powerhouse, there is one common imperative that binds them all – complete, cross-platform functionality. It’s a demanding, ongoing commitment, but the payoff is well worth it. Run the numbers. Test local numbers.

Call Center 89

Call Center Interactive Voice Response Telecommunications Call flow 89

TeleDirect

DECEMBER 14, 2023

According to a recent Salesforce report , 80% of customers believe the experience you provide is as important as your services or products. At TeleDirect, we use call center technology to create a seamless experience that your customers remember. How do we manage this as a national business process outsourcer?

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Chief Customer Officer 102

Chief Customer Officer Accountability Best practices Feedback 102

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? Books on communication 1.

Management 98

Management Call Center Metrics Entertainment 98

Spearline

SEPTEMBER 16, 2022

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers.

Contact Center 98

Contact Center Customer Experience Interactive Voice Response Personalization 98

NobelBiz

JUNE 13, 2023

When it comes to business communication, one common issue you might face is having your numbers labeled as spam. The intricate mechanisms behind call labeling and the factors influencing the classification of calls have become the focal point for contact centers striving to maintain effective communication with their clients.

Telemarketing 97

Telemarketing Contact center software Contact Center Feedback 97

JustCall

APRIL 15, 2024

In today’s digital age, reaching potential customers by phone can feel like shouting into the void. With consumers bombarded with countless phone calls, breaking through the noise and connecting with potential customers is becoming harder. An increasing call contact rate shows call center efficiency and customer satisfaction.

Call Center 52

Call Center Multichannel Benchmark CRM 52

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Here’s what they said. We had to listen.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176