Callminer

JULY 11, 2022

Read this post to learn tips and best practices for managing a remote call center.

Best practices 182

Best practices Call Center Management 182

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? They mean long-term customers, and retention is at the root of any successful customer success strategy. . Looking at what customer retention requires at its very foundation, the answer could be summed up in one word: LOYALTY. .

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

Beyond Philosophy

JULY 14, 2022

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. When we make people laugh, it’s disarming. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive.

Coaching 413

Coaching Consulting Consulting Personalization 413

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. .

Coaching 339

Coaching Customer centricity Accountability Feedback 339

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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

Callminer

JULY 13, 2022

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

Surveys 345

Surveys 345

Steve DiGioia

JULY 11, 2022

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. A Star Employee Stands Out. The customers know them and want to be served by them.

Finance 204

Finance Advertising Sales Marketing 204

ShepHyken

JULY 13, 2022

Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. . But what if you don’t have the type of business that gets Yelp or Google reviews?

Feedback 320

Feedback Personalization Customer Experience Customer Service 320

Contact Center Pipeline

JULY 14, 2022

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing array of channels and sources. Understanding customers and contact center agents, and their interactions and experiences from this data via analytics, […].

Analytics 147

Analytics Contact Center Customer Experience 147

TechSee

JULY 14, 2022

Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity. Today, we will dive deeper into one specific channel, the desktop or laptop user, and learn how you can best support these users with the latest TechSee Live capabilities: secure desktop sharing with two way video and remote desktop control.

Technical Support 109

Technical Support Enterprise Technology Management 109

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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

Solvvy

JULY 13, 2022

Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience. Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs.

Surveys 109

Surveys Feedback Analytics Engineering 109

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.

Sales 298

Sales Marketing Customer Service Technology 298

Contact Center Pipeline

JULY 13, 2022

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice. Yet in B2B there is a much greater breadth in the size, value, and lifespans of the purchases, billing and payments, and in the lengths of customer […].

B2B 147

B2B B2C Customer Experience 147

Toister Performance Solutions

JULY 14, 2022

The data was shocking. Even hurtful. An employee who worked for another department was sometimes loaned to my team. A monthly payroll report showed a lot more hours were charged to my team than she had actually worked. This was a great employee. Someone who did good work and was well-liked. She was recently recognized as the employee of the month. I wanted to believe this was a simple error, so I shared the report with the employee's boss.

Accountability 107

Accountability Marketing Customer Service 107

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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

Hodusoft

JULY 13, 2022

How Does An IP PBX System Help Real Estate Businesses Thrive? In today’s competitive environment, effective communication is imperative for business success including real estate and this can only be achieved by investing in modern software like IP PBX System. There’s no denying that the way in which business owners, realtors, and salespersons communicate with their potential customers determines the business’ long-term success.

Real estate 105

Real estate voip Interactive Voice Response Finance 105

MiaRec

JULY 15, 2022

A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years. The first trend he mentioned is that we are no longer operating within our own silo. We are part of an ecosystem in which customers, businesses, suppliers, and other partners must rely on each other and do everything in their power to keep each other safe.

Contact Center 98

Contact Center Healthcare 98

Spearline

JULY 12, 2022

An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. ‘Sorry, what was that?’, ‘Can you repeat that?’… Poor voice quality can lead to misunderstandings, stress and, sometimes, calls being abandoned completely. Poor voice quality affecting your personal calls is frustrating.

Telecommunications 98

Telecommunications Engineering Interactive Voice Response voip 98

Nicereply

JULY 11, 2022

How does support provide value beyond the queue? Commonly we talk about Support teams having the most contact with customers and we need to find ways to utilize this insight to create a better customer experience. Ashley Sachs , Director of Customer Success at Sealed believes the key to that is cross-functional relationships and empathy. We recently sat down to chat about her experiences improving support services through better relationships.

SaaS 98

SaaS Marketing Technology Surveys 98

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Quality Contact Solutions

JULY 11, 2022

Well-qualified leads are critical to a business’s success. While it can sometimes feel like there aren’t enough quality leads for your sales team to hit their goals to grow your business, trust me, there are. The trick is knowing where and how to find them. A proven B2B lead generation service is skilled in filling pipelines full of high-quality leads.

B2B 98

B2B Telemarketing Scripts Construction 98

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. Also, 62% of survey respondents say experience with one industry influences their expectations in others.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

Fonolo

JULY 12, 2022

In today’s work climate, it’s becoming increasingly difficult for employers to retain team members. Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving. According to Gallup’s findings, highly engaged employees bring 21% greater profitability ; focusing on employee engagement reduces the risk of churn and improves business results.

Call Center 87

Call Center Contact Center Employee engagement Average Handle Time 87

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . When the stock market is down and interest rates are climbing, businesses are often faced with some tough decisions.

Accountability 87

Accountability Enterprise Metrics Marketing 87

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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.

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience.

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

AWS Machine Learning

JULY 15, 2022

Today, social media is a huge source of news. Users rely on platforms like Facebook and Twitter to consume news. For certain industries such as insurance companies, first respondents, law enforcement, and government agencies, being able to quickly process news about relevant events occurring can help them take action while these events are still unfolding.

Engineering 95

Engineering APIs Accountability Government 95

delighted

JULY 13, 2022

Can you name a brand that makes you feel special? A brand you’ve made repeat purchases from, you’re proud to wear their logo, and when you receive a compliment, you’re more than happy to share where you bought said item? If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to

Customer retention 88

Customer retention Journey mapping Surveys Feedback 88

LiveVox

JULY 12, 2022

Everyone wants to know how to reduce call work in their call or contact center! An agent’s work isn’t complete when the call is over. After-call work is a back-end contact center process that brings the most drastic impact on the customer experience, efficiency level of call centers, and even ROI on CX investments. So, […]. The post How To Reduce After Call Work in Your Call Center appeared first on Livevox.

Call Center 84

Call Center Contact Center Customer Experience 84

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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

Helpware

JULY 12, 2022

Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies alike feel the pressure associated with hiring tech professionals, which is impacting their bottom line.

Management 82

Management 82

AWS Machine Learning

JULY 11, 2022

LiDAR is a key enabling technology in growing autonomous markets, such as robotics, industrial, infrastructure, and automotive. LiDAR delivers precise 3D data about its environment in real time to provide “vision” for autonomous solutions. For autonomous vehicles (AVs), nearly every carmaker uses LiDAR to augment camera and radar systems for a comprehensive perception stack capable of safely navigating complex roadway environments.

Calibration 93

Calibration Engineering Automotive Technology 93

TeamSupport

JULY 14, 2022

Ever wish a robot could cook or clean for you? We might not be on Jetsons-level technology, but for customer service and sales professionals, the robot assistants are already here. When you hear “chatbots” what do you think of? Helpful robots, conversational cannon fodder, or malevolent machines bent on siphoning off human employment? Well for one, chatbots aren’t coming for Customer Support jobs.

Chatbots 80

Chatbots Customer centricity Customer Support Sales 80