Bill Quiseng
OCTOBER 25, 2023
QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.
JustCall
OCTOBER 22, 2023
Contact centers are based on catering to customers’ needs and queries. Their whole operation is user-centric and can make a huge difference in a company’s performance. After all, your business can only succeed if your customers are happy with your products and service. According to Salesforce’s 2022 report , 73% of customers expect companies to understand their unique needs and expectations.
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CSM Magazine
OCTOBER 24, 2023
There are a lot of great apps on the market, and they all offer amazing products and services. Researching the apps before using them is essential to ensure you’ll get help if anything happens. Excellent customer service is a big part of any business, yet some brands understand it’s value more than others. We did some research and gathered a few apps that offer great services and provide excellent customer support.
SQM Group
OCTOBER 24, 2023
With call centers being the last line of defense, customer service over the phone is more important now than ever before.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
AnswerConnect
OCTOBER 24, 2023
Struggling with providing exceptional telephone customer service? Check out our ultimate guide packed with actionable tips. The post Telephone customer service: The top tips for 2024 appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Momentum Telecom
OCTOBER 24, 2023
Voice as a service (VaaS) has gained popularity as businesses seek more scalable, agile, and cost-effective solutions for their communication needs. Around 61% of CEOs say they plan to switch from traditional phone systems to cloud voice , adding to the 35% of companies already using this flexible technology. 1 While VaaS can help companies streamline communications and improve customer interactions, choosing the wrong solution can cause more problems for your business than it solves.
JustCall
OCTOBER 22, 2023
Modern-day patients no longer seek mere treatment. They want a pleasant patient experience, compassionate and personalized care, and the convenience of digital technologies – the whole nine yards. Seeing this trend, healthcare providers are discovering ways to imbibe a patient-centric outlook to deliver to expectations. Among the various facets of healthcare undergoing transformation, workflows relating to availability and accessibility are experiencing the greatest paradigm shift.
CSM Magazine
OCTOBER 24, 2023
Have you been waiting for the day you can scale up your customer service operations without hassle? With the emergence of AI, your wait may be over. AI chatbots for customer service provide seamless customer support that businesses need to succeed. Further, it routes basic tasks to AI, enabling your enterprise to address customer queries efficiently.
Blueship Call Center
OCTOBER 25, 2023
Companies have a few alternatives when it comes to back office operations: they may handle everything in-house, outsource the entire operation or just some tasks to outside vendors. The last choice is gaining popularity as more and more companies learn how advantageous it is to hire back office support system. This article will provide you with all of the information you need if you’re thinking about outsourcing your back office activities.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ShepHyken
OCTOBER 24, 2023
Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests.
Beyond Philosophy
OCTOBER 26, 2023
A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!
CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Kelly has extensive experience as a CX champion and leader, working for the United States Postal Service for 32 years. Her experience brings valuable insights on making an impact in customer experience given opportunities to implement platform changes in the Postal Service.
Integrity Solutions
OCTOBER 23, 2023
One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. Along the way, though, they often discover that there are many intangibles and unwritten rules of sales that are a huge factor in getting established and then to the ne
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ShepHyken
OCTOBER 23, 2023
Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience. Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.
Beyond Philosophy
OCTOBER 21, 2023
Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Beard’s question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for organizations today.
Cisco - Contact Center
OCTOBER 27, 2023
Four and a half years ago, I came into Partner Performance with one primary goal – simplifying a complex environment. I know that goal resonates with many of our partners across the globe!
Momentum Telecom
OCTOBER 23, 2023
Microsoft Teams is more than a household name. Around 130 million commercial Microsoft users now use Teams , 1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Since MS Teams offers a complete suite of cloud-based features, including instant messaging, file sharing, and video conferencing, many organizations have come to rely on the application to provide work-from-anywhere employees with the tools they need to sta
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
ShepHyken
OCTOBER 23, 2023
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. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” However, the clichéd promises ca
AWS Machine Learning
OCTOBER 26, 2023
This is a guest post by Jose Benitez, Founder and Director of AI and Mattias Ponchon, Head of Infrastructure at Intuitivo. Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.
Cisco - Contact Center
OCTOBER 25, 2023
Welcome to the Cisco Women in Cybersecurity’s blog series , where we highlight the stories of the mentors who have inspired and advocated for the careers of those in our community.
Lumoa
OCTOBER 24, 2023
Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
ShepHyken
OCTOBER 27, 2023
This week, we feature an article by Srushti Shah, Head of Product Marketing for Middleware. She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. The concept of flexible workspaces has gained immense popularity of late, revolutionizing how people work worldwide.
AWS Machine Learning
OCTOBER 26, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra helps you easily aggregate content from a variety of content repositories into a centralized index that lets you quickly search all your enterprise data and find the most accurate answer. Drupal is a content management software. It’s used to make many of the websites and applications we use every day.
Cisco - Contact Center
OCTOBER 25, 2023
Security is an ever-evolving technology that is necessary in every organization. That’s why Cisco Certified Internetwork Expert (CCIE) Security-certified individuals are in high demand.
Helpware
OCTOBER 24, 2023
B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses. Interestingly, despite its importance, 46% of business leaders have revealed that their organizations do not have a strategic service plan that spans three years.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Comm100
OCTOBER 24, 2023
In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.
COPC
OCTOBER 24, 2023
In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.
Cisco - Contact Center
OCTOBER 25, 2023
With Cisco FSO Platform, metrics can be reported directly from the code. Unlike using any kind of auto-instrumentation feature, this is useful when a service owner knows what needs to be reported.
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