Contact Center Pipeline
DECEMBER 8, 2022
The customer experience (CX) world has been flipped on its head over the last two years. What we saw happen within contact centers at the onset of the COVID-19 pandemic was simultaneously too much and too little of everything. There were too many people trying to contact customer service and support agents to understand if […].
Omnicus
DECEMBER 7, 2022
As a team leader in a contact center, it can be frustrating when you have unengaged employees. These employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive. However, it’s important to remember that unengaged employees are a common problem in the contact center industry, and there are steps you can take as a team leader to help get your employees engaged and motivated.
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inSided
DECEMBER 8, 2022
If there’s one thing every Customer Success leader is talking about these days, it’s Digital Customer Success. The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small. Yet, there are so many possibilities that it’s hard to get a structured program going.
Lumoa
DECEMBER 8, 2022
People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your product high or low. Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public rev
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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.
Global Response
DECEMBER 5, 2022
Nothing is more crucial to running an effective customer support system than managing rates and pricing. Without timely paychecks and worthwhile incentive systems for exceptional workers, employee motivation drops rapidly, and subsequently, call center attrition increases. Before establishing or revamping your call center, you first have to consider your pricing model and the functions of your call center.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
DECEMBER 7, 2022
At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase the likelihood of return purchases. On the other hand, negative experiences affect future purchasing decisions 80% of the time. Despite the rise of automation in contact centers, consumers value human interactions […].
kommunicate
DECEMBER 5, 2022
Last Updated on December 5, 2022 User Interface (UI) refers to the attributes that make an application, website, or software easily accessible to users. A great UI is a seamless blend of well-designed human-to-application interaction interwoven with good typography, organized screen layout, and appealing color schemes and graphics. Chatbot UI follows the same principles of [.].
Nicereply
DECEMBER 7, 2022
A strong customer success team must be built consistently and with the right tools. In this article, we will tell you how to do it. Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. For that reason, building a solid customer success team is essential for your business success.
CCNG
DECEMBER 8, 2022
Company Shifts Call Center Operations With a Focus on Guest Experience Call center operations have seen a dramatic shift for Hyatt Hotels Corp. in recent years as both the reasons for guests' calls and the methods for staffing have dynamically changed over the course of the pandemic. Speaking with Hotel News Now at Hyatt's Chicago headquarters, Jessica White, the company's senior vice president of global contact centers and guest experience, said even before the pandemic, "call center" was incre
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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.
ShepHyken
DECEMBER 9, 2022
This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.
Beyond Philosophy
DECEMBER 8, 2022
People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. So, let’s look at what diminishing sensitivity today means to your experiences, the implications of it in your customer evaluations, and what you can do about it.
Contact Center Pipeline
DECEMBER 6, 2022
My first professional exposure to contact centers came in 2005, and it didn’t take long to fall in love with the industry. The pace, challenges, and mission piqued my curiosity and inspired me to design solutions for some of the industry’s most pressing challenges, such as agent retention and performance. Over the last 17 years, […].
Fonolo
DECEMBER 6, 2022
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.
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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.
ShepHyken
DECEMBER 6, 2022
The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .
Beyond Philosophy
DECEMBER 5, 2022
There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today. Before we get into that, I would like to start with our younger listeners by explaining that recessions are part of a normal economic cycle.
Interactions
DECEMBER 9, 2022
It’s rare in a generation that you live through one seismic change in your labor model. We’re actually living through a second one. The first was the gig economy. And the second one is a work-from-anywhere model. Most companies are now a work-from-anywhere, hybrid model. Employees work from home, in the office, or some combination. With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance.
Toister Performance Solutions
DECEMBER 8, 2022
Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Sure, you might have taken a class. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer. That's my story.
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!
ShepHyken
DECEMBER 7, 2022
When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” . We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead.
Beyond Philosophy
DECEMBER 3, 2022
Customers are fickle. Or at least they appear to be. What once may have exceeded your customer’s expectations one day becomes ordinary the next. That’s because People become less sensitive to change as things improve. It’s called Diminishing Sensitivity, and it’s the reason that sometimes you have to work harder to “Wow!
Victor Midgley
DECEMBER 4, 2022
Welcome to WordPress. This is your first post. Edit or delete it, then start writing!
VirtualPBX
DECEMBER 7, 2022
Thought Leadership with Kevin Peyton, Vice President of Sales and VoIP Expert. Tis’ the season to excel at customer satisfaction, help your business prosper, and achieve greater results with effective business communication methods. You’ve undoubtedly noticed that the business calling and VoIP landscape has changed over the years. To give you the best calling advice this holiday season, we talked to our very own VoIP extraordinaire – Kevin Peyton.
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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.
ShepHyken
DECEMBER 5, 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. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. (Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with th
Spearline
DECEMBER 7, 2022
Spearline has acquired Callstats. We have some exciting news to share! After acquiring testRTC a year ago. WebRTC monitoring is now in the best hands. If you’re not aware, Callstats offers a passive monitoring solution for WebRTC applications. You embed their SDK (software development kit) within your application, it then siphons the metrics it needs to its servers for further analysis – similar in many ways to our watchRTC product.
ConvergeOne
DECEMBER 6, 2022
As the digital world continues to update, you can become your own digital superhero with your own digital powers. New innovations and operating systems can be difficult to use, but you don’t have to face them alone. The Avaya & ConvergeOne team combines forces to help with your customer-centric crusade. Together, we will turn your stresses into superpowers—workflow optimization, time and project management, personalized customer support, and increased revenue—to help you build a better world
kommunicate
DECEMBER 7, 2022
Last Updated on December 7, 2022 These days we talk extensively about mental health and its lasting impact on the quality of life. The truth is as many as 56% of Americans fail to receive proper mental health care. The good news is, as with anything, technology is increasingly playing a critical role in delivering [.]. The post 4 Ways Therapy Chatbots are Advancing Mental Health Treatments appeared first on Kommunicate Blog.
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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.
VirtualPBX
DECEMBER 9, 2022
As a small business, your telephone is the lifeblood of your business. You may even rely on holiday sales to survive. With the holidays right around the corner, it’s the perfect time of year to evaluate how you’re tracking your holiday campaigns. With tools like Promotional DID Numbers and Advanced Call Reports, you can see exactly how your marketing campaigns perform.
delighted
DECEMBER 5, 2022
You don’t have to secure a large budget to run a strong customer experience (CX) program. Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). 1.
ClientSuccess
DECEMBER 5, 2022
What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st
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