Callminer

JULY 27, 2021

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

Customer Service 182

Customer Service 182

Fonolo

JULY 27, 2021

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Ansafone

JULY 27, 2021

Customers have begun choosing live chat as their preferred customer service contact method. Live chat has been available for decades, but in today’s technological age, it is surpassing other forms of communication. In 2021, customers prefer chatting with a live customer service agent over calling, emailing, and social media. Live chat offers customers a quick, … Is Live Chat Taking Over as Customers’ Preferred Contact Method?

Contact Center 127

Contact Center Customer Service Technology outsourcing 127

ShepHyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. When the customer uses the word always followed by something positive, you are creating a predictable experience, and even more important, you are operating in the zone of amazement. For example, your customers might say: “They are always so helpful.”.

Customer Service 417

Customer Service Customer Experience Personalization 417

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

Beyond Philosophy

JULY 29, 2021

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works. So, today I want to talk about ensuring that your implementations of the behavioral sciences works for your business and the five rules that will help you do that.

Construction 221

Construction Advertising Consulting Consulting 221

Contact Center Pipeline

JULY 28, 2021

My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”). Phone calls accounted for 99% of customer […].

Customer Service 204

Customer Service Contact Center Accountability Call Center 204

ShepHyken

JULY 30, 2021

This week we feature an article by Nathan?Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction. Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past.

Finance 395

Finance Enterprise Coaching Consulting 395

Beyond Philosophy

JULY 29, 2021

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” However, the truth is I built an excellent team. So, today, we will look at the 5 Rules for building a successful Customer Experience team. .

Customer Experience 221

Customer Experience Consulting Consulting Customer centricity 221

CCNG

JULY 27, 2021

Do you have an intentional growth plan for your employees that aligns with your company’s growth plan? Creating an employee growth plan is essential and can impact the company meeting their strategic goals. In a recent conversation with CCNG I explain the value as to why leaders take this strategic approach with their teams. When no employe growth plans exist, the company may find themselves in a position where they must bring in new talent and release some of their more tenured employees, losin

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CCNG Coaching Call Center 195

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

Callminer

JULY 28, 2021

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center.

Call Center 182

Call Center Management Contact Center 182

ShepHyken

JULY 26, 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. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Dive) Dissatisfied employees were more than 2.5 times more likely to say they do not provide excellent customer service and twice as likely to say they do not deliver q

Customer Service 270

Customer Service Customer retention Contact Center Upselling 270

Beyond Philosophy

JULY 24, 2021

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. For three years running, Beyond Philosophy has been recognized by Financial Times as a leading management consultancy organization.

Customer Experience 195

Customer Experience Consulting Consulting Surveys 195

Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.

Call Center 174

Call Center Average Handle Time Contact Center Analytics 174

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Contact Center

ProProfs Blog

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you? How familiar are they with your products or services?

Surveys 167

Surveys Marketing Feedback Analytics 167

ShepHyken

JULY 27, 2021

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best.

Customer centricity 254

Customer centricity Marketing Customer Service Management 254

Contact Center Pipeline

JULY 30, 2021

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key. Our Sustainable WFH Contact Center series filled most […].

Contact Center 162

Contact Center Call Center Technology 162

Help Scout

JULY 29, 2021

There are many excellent reasons to create and publish FAQ content for your product. First, 70% of customers prefer to use a company’s website to get answers on their own. Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering.

Self service 142

Self service Education Telecommunications APIs 142

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Contact Center

Transparent BPO

JULY 29, 2021

Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’ Too often, providers mention the term to prospective clients and then cloak it with rhetoric and […].

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Customer Care outsourcing Contact Center Call Center 133

Cyara

JULY 26, 2021

All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests. Today, we're sharing a few details about types of load testing because, as Sir Francis Bacon once wisely said, "knowledge itself is power.".

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Contact Center Pipeline

JULY 27, 2021

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist. I found myself captivated… what a message, perfect timing and a pleasure to […].

Contact Center 162

Contact Center Call Center 162

Outsource Consultants

JULY 26, 2021

Every business leader is running one of two businesses, whether they know it or not: their business as it existed before 2020 or their business as it will exist in 2021 and beyond. If you’re in the former category, then you really should keep reading. That’s because the pandemic has created a historic sea change for how businesses operate, the impact of which will be felt for more than a generation.

outsourcing 128

outsourcing Call Center Technical Support Contact Center 128

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Marketing

OrecX

JULY 29, 2021

Like just about everything in life, sometimes it makes sense to make a change - sometimes for sheer betterment and sometimes simply to try something new. It doesn't mean you made a mistake. It could just mean that something better comes along. This is certainly the case with call recording software. No two are created equal, and some have capabilities others simply can't match.

APIs 127

APIs Analytics CRM Sales 127

C3Centricity

JULY 27, 2021

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

B2C 127

B2C B2B Accountability Sales 127

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. These include higher customer retention, repurchase, and renewal, as well as a better reputation in the market (which leads to higher sales win rates), and stronger employee engagement (which means lower em

Customer Experience 122

Customer Experience B2B Surveys Construction 122

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

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Wait times

HelpCrunch

JULY 27, 2021

Picture a rather casual situation. Your favorite coffee machine just stopped working. Sorry, no cappuccino on almond milk and creamy froth this morning. What would you do: call a manufacturer company’s hotline and spend good [ … ]. The post Best Customer Self-Service Software Your Business Can Adopt appeared first on HelpCrunch blog.

Self service 118

Self service 118

aircall

JULY 30, 2021

This article is a part of our series about building the ultimate hybrid workplace. Learn what a hybrid workplace is and how to hire hybrid employees. Businesses that have successfully integrated hybrid workspaces in their business models experience three times the return of investment. . What makes a hybrid workplace successful? Collaboration. According to McKinsey: “Healthy companies emphasize the free flow of information—knowledge sharing, performance transparency—as well as practices like rol

Accountability 116

Accountability Personalization Management Technology 116

Guru

JULY 29, 2021

When it comes to creating a centralized knowledge base, the tool you pick is just one piece of the puzzle. It’s important to take time (aka: go slow to go fast) to understand how knowledge centralization fits into your organization’s culture, processes, and people in order to find the change management best practices you need to leverage to ensure successful knowledge centralization.

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Management Best practices 115