TeleDirect
OCTOBER 1, 2022
What Is a Positive Call Center Environment? Whether your business’ call center is in-house or outsourced, one thing is clear: a positive, fair working environment is paramount to your success. But what is a call center environment? And what makes for a positive one? The term “contact center environment” refers to the atmosphere and culture present within your call center team.
Callminer
OCTOBER 5, 2022
It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
OCTOBER 1, 2022
This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync. One of the most overlooked struggles for any business’s customer experience is getting every team on the same page. . I saw this at my startup JustReachOut.
ShepHyken
OCTOBER 5, 2022
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.
Advertisement
Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
HelpCrunch
OCTOBER 4, 2022
If you typed “How to write chatbot scripts” in your search box, you must have recognized the value and benefits a chatbot is going to bring to your business. Indeed, chatbots are huge resource savers [ … ]. The post Chatbot Script Examples and Writing Tips for Customer Service appeared first on HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Advantage Communications
OCTOBER 6, 2022
Selecting a vendor to work with when outsourcing your customer service program is a huge decision and entails a lot of research and consideration. A request for proposal (RFP) helps simplify the decision-making process.
Beyond Philosophy
OCTOBER 6, 2022
Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale. Last time, I wrote about the network structure of memory and how the different types of memories we have connected in surprising ways from the information we shared on our second podcast.
CCNG
OCTOBER 5, 2022
Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network. Good manners and common courtesy are essential when dealing with those that you wish to help and ask for help. The most important forms of professional etiquette are honesty, punctuality, propriety, and diligence.
ShepHyken
OCTOBER 6, 2022
This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?
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.
TeamSupport
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to
Beyond Philosophy
OCTOBER 1, 2022
When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. The second part covered how memories are connected and the different types of memories we have.
Transparent BPO
OCTOBER 5, 2022
Transparent BPO Profiles the Leading Candidate This Year By Steve DiBari, VP Operations, Transparent BPO The workplace today is unrecognizable. For decades, workplaces experienced minor changes and occasionally flirted with seismic shifts. And then the pandemic arrived, and all bets were off. Since then, we’ve had ‘The Great Resignation’ only to be outdone by […].
ShepHyken
OCTOBER 3, 2022
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. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. (CMSWire) As a customer experience professional, do you have to be a trained statistician?
Advertisement
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.
Quality Contact Solutions
OCTOBER 4, 2022
For businesses to be successful, it’s essential to determine how to get quality leads. You know your target audience, but what’s the best way to reach them? In today’s business culture, there are so many ways you can go about the crucial lead generation process. These include paid advertising, social media, email marketing, and many more strategies.
AWS Machine Learning
OCTOBER 1, 2022
Be our guest as we celebrate 20 years of AI/ML innovation on October 25, 2022, 9:00 AM – 10:30 AM PT. The first 1,500 people to register will receive $50 of AWS credits. Register here. Over the past 20 years, Amazon has delivered many world firsts for artificial intelligence (AI) and machine learning (ML). ML is an integral part of Amazon and is used for everything from applying personalization models at checkout, to forecasting the demand for products globally, to creating autonomous flight for
VirtualPBX
OCTOBER 5, 2022
Unplanned emergencies due to inclement weather and other situations can happen anytime. Unfortunately, most businesses don’t think about a communication plan for emergencies until it’s too late. Amid the commotion and uncertainty, sending emergency notifications via a VoIP communications provider can help your business be more prepared on how to message your employees and customers quickly during these unexpected events.
ShepHyken
OCTOBER 4, 2022
Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans.
Advertisement
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
AnswerConnect
OCTOBER 4, 2022
Your AnswerConnect Account comes with an AnswerConnect App. Manage your account, view your messages and pursue new opportunities, Anywhere. The post The Ultimate Guide to Your AnswerConnect Mobile App appeared first on AnswerConnect Blog.
AWS Machine Learning
OCTOBER 1, 2022
Ten years from now, the technological fitness of clubs will be a key contributor towards their success. Today we’re already witnessing the potential of technology to revolutionize the understanding of football. xGoals quantifies and allows comparison of goal scoring potential of any shooting situation, while xThreat and EPV models predict the value of any in-game moment.
VirtualPBX
OCTOBER 1, 2022
For many professionals and larger businesses, fielding over 20 business calls in a day is an easy task. However, this can quickly become a hassle for small businesses and ultimately hurt the bottom line. But do not worry! There is a solution to helping you field more calls. A phone menu for small business is your answer to routing calls efficiently and effectively.
Inbenta
OCTOBER 6, 2022
Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. “Hi there. How can I help you today? Please select the most relevant option for me to assist you with!
Advertisement
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
NobelBiz
OCTOBER 3, 2022
NobelBiz Partners with Customer Dynamics to Step Up the Compliance Game in the CCaaS Sector: Omni+ powered by Safe Select, allows you to operate safely in the TCPA world. The post Omni+ Powered by Safe Select: Complete CCaaS Outbound Compliance appeared first on NobelBiz®.
AWS Machine Learning
OCTOBER 1, 2022
Pressing or pressure in football is a process in which a team seeks to apply stress to the opponent player who possesses the ball. A team applies pressure to limit the time an opposition player has left to make a decision, reduce passing options, and ultimately attempt to turn over ball possession. Although nearly all teams seek to apply pressure to their opponents, their strategy to do so may vary.
Working Solutions
OCTOBER 3, 2022
Are you training your customer service agents to speak to callers with your company’s specific tone and voice? If not, you are missing out on an opportunity to elevate brand awareness and connect with your customers in an authentic and transparent way. Consumers now choose the companies they purchase from based on what the brand […].
ChurnZero
OCTOBER 5, 2022
This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. In times of economic uncertainty, customer churn is one of the top operational risks facing any subscription-based company.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Toister Performance Solutions
OCTOBER 6, 2022
Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center.
AWS Machine Learning
OCTOBER 5, 2022
Face-off Probability is the National Hockey League’s (NHL) first advanced statistic using machine learning (ML) and artificial intelligence. It uses real-time Player and Puck Tracking (PPT) data to show viewers which player is likely to win a face-off before the puck is dropped, and provides broadcasters and viewers the opportunity to dive deeper into the importance of face-off matches and the differences in player abilities.
Integrity Solutions
OCTOBER 5, 2022
Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Most companies now recognize that customer service is much bigger than a single function that operates primarily in a reactive manner.
Expert insights. Personalized for you.
62 
Let's personalize your content