CCNG

JULY 7, 2021

With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. In speaking with many executives over the years, they have questioned how these metric best practices evolved. Are they still appropriate for your particular line of business?

Best practices 195

Best practices Contact Center Metrics CCNG 195

ShepHyken

JUNE 7, 2021

How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison. Here, the author shares his suggested best practices. The post 5 Top Customer Service Articles of the Week 6-7-2021 appeared first on Shep Hyken. Many of the same principles in a B2C loyalty program apply to B2B. Follow on Twitter: @Hyken.

Customer Service 346

Customer Service Customer centricity Government B2B 346

ShepHyken

JUNE 28, 2021

America’s Best Customer Service Companies by Newsweek. Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. The post 5 Top Customer Service Articles of the Week 6-28-2021 appeared first on Shep Hyken.

Customer Service 371

Customer Service Government Customer Experience Marketing 371

CCNG

FEBRUARY 28, 2024

They weren’t prepared for a quick transition to remote work, nor had hybrid workforce best practices laid out and ready to go. So, how do you make hybrid work a practical option for your employees in the long term? What are some of the hybrid workforce best practices you should consider adopting for 2024?

Best practices 195

Best practices CCNG Surveys Technology 195

ShepHyken

NOVEMBER 8, 2021

7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2) While there are several ways to improve your customer interaction practices, it’s important to remember that communication is an ongoing process and requires consistent time and effort. Follow on Twitter: @Hyken.

Customer Service 241

Customer Service Best practices Education Consulting 241

Select VoiceCom Blog

NOVEMBER 10, 2020

Here are some of the best practices and trends in outsourcing for 2021. The post Top 10 Best Practices and Trends in Outsourcing for 2021 appeared first on Telemarketing & Call Centre Outsourcing in Philippines. Outsourcing is continuously adapting to the ever-changing business landscape.

Best practices 98

Best practices outsourcing Telemarketing Business Process Outsourcing 98

LiveVox

JANUARY 7, 2021

With the FCC’s June 30, 2021 deadline for STIR/SHAKEN implementation approaching faster than we all think, this new standard should be top of mind for operators of outbound call centers. The post Best Practices for STIR/SHAKEN Implementation appeared first on Livevox.

Best practices 92

Best practices Call Center 92

TELUS International

JANUARY 18, 2021

What can you expect from 2021 when it comes to digital customer experience (CX) trends? Two TELUS International executives share their predictions and advice.

Customer Experience 151

Customer Experience Best practices 151

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

COPC

MAY 31, 2022

The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. The cohort established guidelines, best practices, metrics and requirements that became part of a collection of performance management frameworks. Implement best practices.

Best practices 101

Best practices Customer Experience outsourcing Consulting 101

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

NobelBiz

MAY 9, 2023

from 2021 to 2028 to reach USD 12.2 billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 37% from 2021 to 2028. However, there are a few general best practices that will increase the likelihood of a successful auto-dialer campaign. billion by 2028.

Best practices 98

Best practices Call Center Gamification Contact center software 98

ViiBE Blog

DECEMBER 21, 2020

What is a Truck Roll? A truck roll is when a technician is dispatched, via truck or another type of vehicle, to address a technical issue such as maintenance, installation, or rearrangement. The problem posed by truck rolls. Field service organizations rely heavily on truck rolls to reach customers; however, truck rolls are often counterproductive.

Best practices 98

Best practices Metrics Average Handle Time Technology 98

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Find out how you can provide the very best client experience with Comm100 Live Chat.

Benchmark 89

Benchmark Best practices Banking Wait times 89

CSM Magazine

DECEMBER 10, 2021

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far!

Journey mapping 98

Journey mapping Best practices Education B2B 98

ClientSuccess

DECEMBER 21, 2020

CSMs have been dealing with some incredibly intense situations over the past few months, so it makes sense that planning ahead to 2021 might not have been at the top of your to-do list. Taking stock of your current processes can give your team a good jumping-off point heading into 2021. Be set for success in 2021 with ClientSuccess.

Finance 93

Finance SaaS Best practices Accountability 93

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What is Customer Journey Optimization? How to Optimize Your Customer Journeys. Applying Automation Tools.

Journey mapping 99

Journey mapping Benchmark Best practices Accountability 99

Quality Contact Solutions

NOVEMBER 19, 2021

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Here are the top takeaways from the decision: The decision narrowed the definition of an autodialer.

Telemarketing 98

Telemarketing outsourcing Marketing Technology 98

ChurnZero

DECEMBER 20, 2021

Check out our top five Customer Success webinars brought to you by ChurnZero in 2021. How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack. The post Top 5 ChurnZero Webinars from 2021 to Watch and Share appeared first on ChurnZero.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Eptica

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Published on: January 29, 2021. You might also be interested in these posts: 4 areas to focus on for successful CX in 2021. Share this page on: Tweet.

Technology 127

Technology Best practices Customer Service Management 127

ChurnZero

JANUARY 8, 2021

Based on our recent Customer Success Leadership Study (releasing early January 2021), 54% of survey respondents have a Chief Customer Officer (CCO) or Vice President (VP) of Customer Success as their highest Customer Success leadership position within their SaaS organization. Customer Success Around the Web.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. You might also be interested in these posts: How Housing Associations can transform customer service in 2021. Share this page on: Tweet.

Management 127

Management Best practices Marketing Technology 127

Aspect

JUNE 24, 2021

The next ASUGA webinar, Proactive Outreach and Debt Collections Best Practices for Positive CX will explore the importance of balancing compliance with agent productivity. The post Webinar: Proactive Outreach and Debt Collection Best Practices for Positive CX appeared first on Aspect Blogs.

Best practices 62

Best practices Contact Center Technology Customer Experience 62

Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021. Tags: Institute of Customer Service, contact centre, Customer experience, Hybrid Working Categories: Trends & Markets, Best Practice.

Customer Service 125

Customer Service Best practices Marketing Management 125

Eptica

OCTOBER 29, 2021

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Published on: October 29, 2021. Categorie(s): Best Practice The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues.

Customer Service 127

Customer Service Best practices Management 127

Eptica

JULY 7, 2021

Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Categorie(s): Best Practice Clearing is the busiest time of the year for universities and colleges. Share this page on: Tweet.

Best practices 126

Best practices Technology Management Customer Service 126

Eptica

JULY 16, 2021

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Published on: July 16, 2021. Categorie(s): Best Practice Trends & Markets Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Categorie(s): Best Practice Today, customer service is central to differentiating your company. Share this page on: Tweet.

Best practices 126

Best practices Self service Metrics Customer Service 126

Eptica

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Published on: October 15, 2021. Tags: Cloud-based Call Accounting, Controlling Telephone Costs Categories: Best Practice. Here’s what to consider. Share this page on: Tweet.

Accountability 124

Accountability Best practices Engineering Customer Service 124

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Share this page on: Tweet.

Engineering 123

Engineering Best practices Management Customer Service 123

Eptica

JANUARY 22, 2021

Date: Friday, January 22, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 areas to focus on for successful CX in 2021. Published on: January 22, 2021. Categorie(s): Best Practice With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?

Best practices 72

Best practices Customer Experience Management Customer Service 72

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Published on: February 12, 2021. 5 ways to get your contact centre fit for 2021. Practical ways to reduce hidden contact centre costs. Share this page on: Tweet.

Best practices 72

Best practices Marketing Customer Service Management 72

Jon Arnold

JANUARY 19, 2021

I hope you caught the last two - 2020 highlights, and our look-ahead for 2021. They’re easy to find on our portal, as is our current podcast - best practices for video meetings. We’re on a roll lately at BCStrategies , this being our third podcast over the past few weeks.

Best practices 59

Best practices 59

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  The gap decreased from a nine-point difference in 2021 (70% vs. 61%) to an eight-point difference in 2022 and further to a five-point difference in 2023.  

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Published on: November 26, 2021. billion between now and 2025. Share this page on: Tweet. Preparing for future customer service challenges. billion between now and 2025.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121