The Northridge Group

OCTOBER 12, 2023

Call centers have picked up the reputation of being considered little more than a customer support channel. But while helping customers is a primary function of a service center, they can be so much more than that. By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts average customer lifetime value (LTV).

Call Center 67

Call Center Contact Center Customer Support Analytics 67

Beyond Philosophy

OCTOBER 12, 2023

If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future.

Healthcare 221

Healthcare Engineering Banking Accountability 221

ShepHyken

OCTOBER 12, 2023

This week, we feature an article by Philip Portman, Founder/CEO of Textdrip , a texting platform for insurance, mortgage, real estate, and solar sales. He shares how SMS automation can be leveraged to enhance customer experiences by providing personalized and timely interactions. In an era where customers value personalized and timely interactions, SMS automation has emerged as a powerful tool to create exceptional customer experiences.

Best practices 169

Best practices Real estate Personalization Feedback 169

The Northridge Group

OCTOBER 12, 2023

By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Here are four tips for turning your call center into a loyalty center: 1. Prioritize the Experience Customer support agents are trained to solve problems as efficiently as possible so they can handle the next call in the queue.

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Contact Center Call Center Analytics Customer Experience 135

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Toister Performance Solutions

OCTOBER 12, 2023

Imagine two customers call a contact center at the same time. They're both experiencing the same issue—a promised discount wasn't applied to their last order. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Alton uses general language.

Accountability 106

Accountability Contact Center Customer Service Management 106

Cisco - Contact Center

OCTOBER 12, 2023

Last year’s Cisco Partner Summit was fantastic, and I really enjoyed presenting about how my team is driving improvements in the way Cisco and our Partners work together.

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Cyara

OCTOBER 12, 2023

Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.

Contact Center 76

Contact Center Management Best practices Interactive Voice Response 76

SQM Group

OCTOBER 12, 2023

SQM Group's customer service research shows that building customer rapport is the second biggest driver for achieving high call center Csat.

Call Center 88

Call Center Customer Service 88

Back Office Centers

OCTOBER 12, 2023

The most time-consuming and irritating duties in your company are the back office chores. They can squander a significant amount of your company’s resources, keeping you from doing what you do best as a business owner. The back office, however, is an essential component of any corporate operation. Without it, the other components of your organization are unable to operate effectively and appropriately.

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outsourcing Business Process Outsourcing Accountability Finance 65

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

24-7 InTouch

OCTOBER 12, 2023

IntouchCX’s industry-leading bespoke trust and safety solutions revolutionize fraud prevention for innovative brands everywhere. A North American retail platform providing frictionless shopping experiences needed a diligent trust and safety partner to monitor the integrity of their business and prevent fraud. Our extensive domain expertise allowed us to design a process to detect and prevent fraud while ensuring the accuracy and safety of brands and shoppers.

Average Handle Time 52

Average Handle Time 52

CSM Magazine

OCTOBER 12, 2023

When organizing an event, ensuring the security of attendee information is a priority. With the rise in cyber threats and data breaches, event planners must take steps to protect data. This is where venue manager software comes in handy. By utilizing security features and protocols, venue manager software safeguards attendee information, providing a secure event experience.

Management 52

Management Best practices Education Personalization 52

Help Scout

OCTOBER 12, 2023

To build a brand that lasts, you need to find an ecommerce team structure that enables great collaboration and smooth scaling. In this article, we’ll dive into the essentials of structuring your ecommerce team for maximum efficiency and profit.

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CSM Magazine

OCTOBER 12, 2023

Futures market trading is a world of constant movement and challenges. Success here depends on various factors, from strategies to risk management. However, one often underestimated factor can be a game-changer: exceptional customer service. When people think of customer service, they typically picture helpful voices on the other end of a phone line or friendly faces at a retail store.

Marketing 52

Marketing Customer Service Technical Support Management 52

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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.

Contact Center

Brad Cleveland Blog

OCTOBER 12, 2023

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the … Continue reading → The post A Fascinating Time for CX appeared first on Brad Cleveland.

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Contact Center Customer Experience Customer Service Call Center 46

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. The new report provides organisations with strategic guidance on adapting to the seismic shifts in customer behaviour that are reshaping customer journey and contact service strategies.

Technology 52

Technology Marketing Customer Experience Customer Service 52

Brad Cleveland Blog

OCTOBER 12, 2023

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the … Continue reading → The post A Fascinating Time for CX appeared first on Brad Cleveland.

Contact Center 26

Contact Center Customer Experience Customer Service Call Center 26

CSM Magazine

OCTOBER 12, 2023

Sandra Haworth, Marketing Director at Cirrus Response , gives some good reasons why you should consider changing contact centre provider. As ironic as it might sound, change is the one constant when it comes to business. Every business must be aware change is happening, even if they don’t know what it’s going to be or precisely when it’s going to happen.

Chatbots 52

Chatbots Customer centricity Scripts Technology 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

24-7 InTouch

OCTOBER 12, 2023

INTOUCHCX ANNOUNCES EXPANSION INTO EGYPT WINNIPEG, MB – OCTOBER 12, 2023 – IntouchCX, a leading global customer experience and technology company, has announced its expansion into Egypt. This is the second global footprint expansion for IntouchCX in 2023. In February, the Company expanded its operations to Kuala Lumpur, Malaysia. IntouchCX plans to open its state-of-the-art center of excellence campus in Cairo in the weeks to come.

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Finance Education Marketing Technology 64