Contact Center Pipeline
JANUARY 26, 2023
Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) provided a clear rationale for making preparedness mission-critical.
CCNG
JANUARY 25, 2023
Are you taking steps to tackle Quiet Quitting in your call centre? Do you even know where to start? What Is Quiet Quitting? Quiet Quitting has become a staple in the conversation when we talk about attrition, as well as remote and hybrid working – and it’s raising its head more and more. So, what is Quiet Quitting? In short, it’s someone who is almost checking out of the role before actually quitting.
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Global Response
JANUARY 23, 2023
We’re all familiar with traditions of setting goals, resolutions or intentions for the New Year in our personal lives—but what about for our work or businesses? Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level. Of course, knowing where you want to go is important, but knowing how to get there is even more essential.
Injixo
JANUARY 25, 2023
A contact center can have the best planning in the world, but without solid real time management, it can be doomed to fail once things start to vary from the plan. It may be something as simple as a spike in call volume that causes a queue that takes hours to work through or a few extra agents calling out sick and you don’t have the resources to meet the demand.
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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.
Callminer
JANUARY 23, 2023
As we know, a happy employee is a productive employee, and part of that includes making sure they feel like they can successfully do their jobs. Read this blog for employee coaching strategies.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
JANUARY 23, 2023
Interested in learning about the best chatbots For WhatsApp? Much like relationships between people, business and customer relationships evolve in several stages. People start off as strangers, graduate to acquaintances, then enter the casual friendship phase, and finally the good friend stage. In the business world, the way brands develop relationships with customers follows the […] The post The Best Chatbots For WhatsApp to Unlock Customer Loyalty and Build Trust appeared first on LiveVo
HelpCrunch
JANUARY 23, 2023
Small businesses have so much on their plates that setting up proper customer service often gets pushed to the back burner. Naturally, with developing and maintaining the product, running marketing campaigns, putting together a team, [ … ] The post How to Set up Customer Service for Small Business: 9 Practical Tips appeared first on HelpCrunch blog.
Bill Quiseng
JANUARY 25, 2023
In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.
Beyond Philosophy
JANUARY 26, 2023
It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them.
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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
JANUARY 25, 2023
Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph? I started thinking about this as I walked through Times Square in New York City and couldn’t help but notice how many people were taking pictures of themselves with the bright lights, huge signs, and thousands of other people in the background.
Contact Center Pipeline
JANUARY 24, 2023
When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for Poor Disaster CX), there are essential steps to take to ensure an improved CX the next time. These are: Apologize to the customers.
TechSee
JANUARY 24, 2023
Visual engagement is a proven strategy to improve call center performance, especially as it relates to two key metrics: 1) First call resolution (FCR) : The percentage of customers that achieve resolution during their first contact, with no further action required and 2) Average handle time (AHT) : The amount of time it takes to resolve an issue from start to finish, including time on hold.
The Northridge Group
JANUARY 26, 2023
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star ratings from five to four stars. While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor.
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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
JANUARY 24, 2023
Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics.
Fonolo
JANUARY 26, 2023
If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. There’s so much industry news out there – where should you focus your attention? We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023.
Comm100
JANUARY 23, 2023
2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1
Bill Quiseng
JANUARY 26, 2023
In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills.
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
JANUARY 22, 2023
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. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better
AnswerConnect
JANUARY 25, 2023
The charity has over 45 years of experience in community tree planting, stewardship and education projects. The post Re-greening and training local communities with Trees New York appeared first on AnswerConnect Blog.
Nicereply
JANUARY 23, 2023
Measuring your customer experience (CX) can feel complicated. There are so many different CX metrics you could track. But which one(s) should you actually use? Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. All of this increases revenue and makes your business more profitable.
Working Solutions
JANUARY 23, 2023
Improving the customer experience is essential for any company—not just for its reputation but also for its bottom line. According to Zendesk, 42% of B2C consumers will make more purchases from a business after receiving a “good customer service experience.
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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.
kommunicate
JANUARY 27, 2023
Last Updated on January 27, 2023 The healthcare sector worldwide is witnessing significant shifts in the conventional trends that have been followed for years. Healthcare trends include significant adoption and acceptance of technology in healthcare organizations across all geographies and demographics. It’s safe to say that the coronavirus pandemic played a vital role in this [.
ClientSuccess
JANUARY 24, 2023
Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is. What is a Customer Health Score?
Cisco - Contact Center
JANUARY 24, 2023
I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions. Forming partnerships with Technology Service Brokers Telarus and Intelisys has enabled thousands of agents and traditional Cisco partners to capture the opportunity offered by Cisco Unified Communications. As a result, we are delivering faster customer outcomes at a lower cost with solutions like Webex Meetings, Messaging, Calling and select devices.
LiveVox
JANUARY 25, 2023
The Account Recovery management (AR) industry is one of the most challenging environments to drive digital transformation. This is especially true for outsourced AR agencies where compliance, costs, and competition leave many agencies cautious of utilizing digital channels even in the face of rapidly changing customer preferences and ongoing staffing challenges.
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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
JANUARY 25, 2023
A few months ago, VirtualPBX released the VirtualText App and greatly expanded our customers’ ability to send, customize, and automate their text messages. But our team hasn’t stopped there. Soon, we’ll be releasing even more functionality around bulk and marketing features with a private beta set to take place in the next few months. However, customers across the business telephony industry are becoming familiar with another important date on the calendar: the 10DLC registration dea
AWS Machine Learning
JANUARY 25, 2023
This is a guest post by Sudip Roy, Manager of Technical Staff at Cohere. It’s an exciting day for the development community. Cohere’s state-of-the-art language AI is now available through Amazon SageMaker. This makes it easier for developers to deploy Cohere’s pre-trained generation language model to Amazon SageMaker , an end-to-end machine learning (ML) service.
Integrity Solutions
JANUARY 23, 2023
The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. With a new year already upon us, questions still remain about the economy and other external factors, but regardless of those outside variables, there are a number of steps sales teams can take to build up sales skills that will lead to a strong foundation for success in the months ahead.
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