Enghouse Interactive
JULY 23, 2021
Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. This is a small but vital difference. Therefore, managing what your customers remember is imperative for organisations today.
Babelforce
JULY 22, 2021
In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good for customers? Conversational AI is the future of routing Don’t forget omnichannel contact routing! Your contact center uses some kind of call routing, right? Probably an IVR that does some broad-strokes data collection and sends callers to either service or sales?
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Working Solutions
JULY 22, 2021
Delivering a great customer experience (CX) is undeniably essential to ensuring the long-term success of the company. But in the drive to deliver a CX that’s fast, efficient and tech-savvy, it’s important not to forget the real cornerstone: empathetic customer service. Yes, even in the era of chatbots, autoresponders and one-click shopping, where customer care […].
ShepHyken
JULY 21, 2021
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Contact Center Pipeline
JULY 21, 2021
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
JULY 22, 2021
AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. But customers today expect more than just a new interactive FAQ. They want the bot to know them, engage them and make decisions based on their specific customer history. My organization works with company’s contact centers to help them design and build effective digital engagements using the most acclaimed customer engagement application on the planet - Salesforce.
ShepHyken
JULY 23, 2021
This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .
Contact Center Pipeline
JULY 20, 2021
Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward. It has been 20 years since a group of software industry thought leaders created the […].
Beyond Philosophy
JULY 22, 2021
I have been engaging with Clubhouse, a social networking app where people can chat about shared interests. One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? . We had a guest on a recent podcast, author and keynote speaker Stacy Sherman, to discuss this issue.
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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.
Steve DiGioia
JULY 19, 2021
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking.
ShepHyken
JULY 20, 2021
The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).
Contact Center Pipeline
JULY 22, 2021
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent. But most companies can do better—a LOT […].
Fonolo
JULY 22, 2021
Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important. Most call center agents are familiar with the rage of angry customers, frustrated with long wait times, and other problems.
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.
Customer Service Life
JULY 23, 2021
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each “Oh Sh*t Kit”, you’ll find things like Tylenol, lip gloss, a scrunchie, hydrating face mask, sunscreen, body lotion, an electrolyte beverage, mints, tissues, bandaids and more. You just never know what will happen and you want to be prepared!
ShepHyken
JULY 19, 2021
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. Should the Chief Experience Officer Cease to Exist? by Mary Drumond. (Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Cus
The Northridge Group
JULY 21, 2021
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that business leaders rate their channel ease of use much higher than their customers do. Read highlights from Northridge’s latest report in the infographic below: To access the full State of Customer Experience 2020 report, please fill out the form below.
Fonolo
JULY 20, 2021
You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs. An optimized IVR system is essential to call center software , as it reduces costs, improves customer satisfaction, increases first-call resolution (FCR), and increases overall call center efficie
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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.
Integrity Solutions
JULY 20, 2021
In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. They’re secure in the knowledge that they have what it takes to deal with whatever challenges or setbacks come their way—and they behave accordingly.
Ansafone
JULY 23, 2021
Call center technology advances with the times to prioritize customer and client needs. In the modern age, artificial intelligence (AI) is a staple in the business world. AI is also present in the day-to-day operations of contact centers where it shapes customer satisfaction and business analytics. AI aids contact center operations to produce the most … Hand in Hand: How Contact Centers and Artificial Intelligence Work Together Read More ».
HelpCrunch
JULY 23, 2021
It was one of those autumn days when it rained cats and dogs. Having forgotten my umbrella at home, I walked down the street shivering from the cold and searching for a place to hide. [ … ]. The post 8 Poor Customer Service Examples from Real Life appeared first on HelpCrunch blog.
Alorica
JULY 20, 2021
IRVINE, Calif., July 20, 2021—Alorica Inc., a global leader in customer experience solutions, announced today the appointment of Michael Moore as Senior Vice President, Customer Experience (CX) and Digital Solutions. Expanding on his successful executive consulting engagement with Alorica, Moore assumes responsibility for strategic leadership, account development and client advocacy in customizing.
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!
Guru
JULY 22, 2021
If this last year taught us anything, it’s that we have a lot of SaaS apps. And, that we need them. At Guru, we hate context switching. And we love knowledge. So as your tech stack continues to grow, how will aaaaaall of those apps work together with Guru? Well, with Guru’s Zapier and Workato apps, we think we have an answer.
ProProfs Blog
JULY 20, 2021
“It is true that work gives life its true meaning and makes it worthwhile. But when you are not appreciated by your leaders, are asked to work overtime, and the only thing you look forward to is the weekend – you might wonder if it’s really worth it?” For employers, understanding how satisfied and engaged their employees are at the workplace has become paramount. .
Nextiva
JULY 19, 2021
A great customer experience starts and ends with one thing: getting help now. Today’s customers expect 24/7 support across channels. No waiting through endless help desk queues or for your ‘business hours.’ For many years, companies provided 24/7 customer support from a vast network of call centers. Today, that’s hardly the case anymore. Technologies like […].
Integrity Solutions
JULY 22, 2021
When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. However, the origin of the word speaks to a different level of understanding. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be.
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.
kommunicate
JULY 22, 2021
LINE is a freeware app for instant communications on electronic devices such as smartphones, tablet computers, and personal computers. It supports messaging, free voice, and video calls. The biggest benefit of using LINE is it provides free access to free messaging and calling. LINE has more than 200 million monthly active users and it has [.]. The post How to Build a Line Chatbot Without Any Coding appeared first on Kommunicate Blog.
Vistio
JULY 20, 2021
Remote work is here to stay. As contact centers reopen, contact center managers and recruiters are faced with a new challenge: adapting pre-pandemic recruiting practices to a new business environment. But what if instead of adapting your old hiring practices, you take this time to start fresh? Establishing new hiring practices allows you to support an environment that includes agents working both in a brick-and-mortar contact center and remote.
COPC
JULY 23, 2021
For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. FBC Asia Pacific’s operations are unique. The company provides both office-based and work-at-home (WAH) solutions with employees reporting from their home offices located throughout the country.
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