ShepHyken
DECEMBER 17, 2024
Its the holiday season, and whatever holiday you choose to celebrate or choose not to celebrate gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customer service or experience tactics a company can implement?
CCNG
DECEMBER 18, 2024
Great customer service is not delivered by a company, but by individual team members who understand what it means to be Difference Makers. Yes, it is important to create a culture within a company where customer service is valued and modeled by leadership. Having the support of those leaders makes it much easier to deliver great service. But what do you do if you work for a company where delivering exceptional customer service is not part of the culture?
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Callminer
DECEMBER 19, 2024
Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.
TechSee
DECEMBER 17, 2024
Field service optimization has become a critical focus for companies striving to meet their customers’ growing expectations for faster and more efficient services. The demand for superior service quality and rapid response times puts significant pressure on organizations, many of which grapple with limited resources and complex logistical challenges.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Genroe
DECEMBER 17, 2024
Your customer is your most powerful asset, yet, few organisations actually manage and monitor their customers as a financial asset? The post Generating Higher Profits by Managing Customers as Financial Assets appeared first on Genroe | Customer Experience | Net Promoter Score.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
The Petrova Experience
DECEMBER 17, 2024
Every year since we founded The Petrova Experience, we write about travel around the holiday season. It has become something of a tradition for us. This year, I will not start by updating you on 2024 holiday season travel numbers. Or how current volume stacks against pre-COVID numbers. Instead, I want to tell you about recent future-forward investments in airports.
Callminer
DECEMBER 17, 2024
Customer journey analytics provides insight into how customers interact with brands across multiple touchpoints. Read this blog to learn why customer journey mapping and analytics is important.
TeleDirect
DECEMBER 19, 2024
The Secret to Faster Response Times in Call Centers In todays fast-paced business environment, response time is everything. Customers expect instant solutions, and a slow response can mean the difference between a satisfied client and a lost opportunity. At TeleDirect, weve mastered the art of reducing response times while maintaining exceptional service quality.
3CLogic
DECEMBER 17, 2024
The contact center industry is constantly evolving. Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service. In fact, 80% of customers report valuing the experience provided by an organization just as much as its products. 1 To stay competitive and ensure long-term business success, enterprises must quickly adapt and continue to invest in customer experience (CX) initiatives.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
ShepHyken
DECEMBER 16, 2024
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 comments about each article and would like to hear what you think too. The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share.
AWS Machine Learning
DECEMBER 18, 2024
Many enterprise customers across various industries are looking to adopt Generative AI to drive innovation, user productivity, and enhance customer experience. Generative AIpowered assistants such as Amazon Q Business can be configured to answer questions, provide summaries, generate content, and securely complete tasks based on data and information in your enterprise systems.
Callminer
DECEMBER 15, 2024
Conflict management is a critical skill in any high-pressure environment, and contact centers are no exception. Read this blog for top tips and effective strategies.
TeleDirect
DECEMBER 20, 2024
Top Questions to Ask Before Choosing a Call Center Service Selecting the right call center service is a critical decision for businesses aiming to enhance customer experience and streamline operations. To make an informed choice, its essential to ask the right questions. Here are the top questions to consider, along with insights that highlight Teledirect’s strengths and capabilities. 1.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Nicereply
DECEMBER 17, 2024
It should go without saying that keeping our customers happy is always worth the effort. SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. One key metric that helps SaaS businesses gauge their success in these areas is the Customer Effort Score (CES). In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing cu
SharpenCX
DECEMBER 17, 2024
Explore the top CX trends of 2025, from AI-driven personalization to omnichannel integration. Discover how Sharpens cloud-native CCaaS platform helps small businesses deliver seamless, proactive customer experiences.
CSM Magazine
DECEMBER 20, 2024
The popularity of eSIM technology has grown rapidly, offering users convenience, flexibility, and seamless connectivity without the need for a physical SIM card. As this digital alternative gains traction, choosing the right provider becomes increasingly important. One of the most crucial factors for users is the quality of customer support. Whether you are a frequent traveler, a business professional, or a casual user, having access to reliable support can make or break your experience with an
Interactions
DECEMBER 18, 2024
Back in late September, I had the opportunity to speak on an expert panel at the CX Innovation Summit, down in Naples, Florida. While weathering Tropical Storm Helene with many other industry leaders, I joined Jeffery Carson, Vice President of Journey Analytics & Operations at Synchrony , and Neel Sen, Director of Consumer Product Innovation at Verizon on stage to discuss the future of customer experience in contact centers.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
TeleDirect
DECEMBER 20, 2024
Why Customer Experience is the New Competitive Edge for Businesses In today’s hyper-competitive market, where consumers are bombarded with options at every turn, businesses face an undeniable truth: customer experience (CX) is no longer a mere differentiatorit is the competitive edge. Gone are the days when price and product alone determined a company’s success.
Comm100
DECEMBER 16, 2024
Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market
24-7 InTouch
DECEMBER 16, 2024
Utilizing AI in customer service effectively is key to meeting todays growing customer expectations. While businesses often focus on streamlining operations and boosting revenue, the critical role of human expertise is sometimes overlooked. Though AI-driven scaling can enhance efficiency, nurturing the brand-customer relationship requires a balanced, hybrid approach that integrates both AI and human touchpoints.
CSM Magazine
DECEMBER 17, 2024
Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Enter the power of data warehouses and reverse ETLa solution that allows organizations to transform raw data into meaningful, actionable insights in the blink of an eye.
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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.
ROI CX Solutions
DECEMBER 16, 2024
Reading Time: 12 minutes Table of contents Introduction The holiday season has arrived! While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service.
Vistio
DECEMBER 16, 2024
Agent turnover is one of the most persistent challenges for contact centers. Despite comprehensive onboarding programs, many centers still experience high attrition rates, leaving managers and trainers to constantly recruit, train, and replace staff. Why does this problem persist, and what can be done to change the cycle? Lets explore the key mistakes contributing to turnover and strategies to create a more sustainable and engaged workforce.
AnswerConnect
DECEMBER 18, 2024
Explore key customer service stats and benchmarks for 2025. Enhance your service with insights on customer satisfaction, tech trends, and market growth. The post 35 Customer Service Industry Statistics & Benchmarks You Need to Know appeared first on AnswerConnect Blog.
TMP Direct
DECEMBER 18, 2024
As the holiday season approaches, BPO operations face unique challenges. Seasonal trends impact staffing, workload, and service delivery, making it crucial for BPOs to adapt quickly to maintain customer satisfaction. This blog highlights the key challenges and strategies BPOs can implement to navigate the holiday rush. Four Key Challenges During the Holiday Season: Increased Workload: The holiday season brings a surge in demand across industries, putting pressure on BPOs to manage a significantl
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.
CSM Magazine
DECEMBER 17, 2024
Customer expectations are at their peak in the current fast moving and interconnected digital era. Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers. It does not matter if you deal with retail, technology or even online gaming; providing support at any time of the day will increase customer satisfaction and loyalty.
ChurnZero
DECEMBER 19, 2024
They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, a
Balto
DECEMBER 18, 2024
AI is evolving at breakneck speed. If 2024 was the year of exploration, 2025 will be the year of real adoption. In our recent webinar, “ Top Contact Center Trends for 2025 ,” industry leaders Tom Wicker (COO at Health Plan One), Harley Allaby (Director of Operations at Exact Medicare), Rob Westervelt (VP of Customer Success at Balto), and Marc Bernstein (CEO & Founder at Balto) unpacked how AI is shaping the contact center landscape.
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