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.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
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 21, 2023
It’s a new year so we decided we needed an update. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023. In some ways, these are more like provocations than questions. However, we aren’t picking a fight.
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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.
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 25, 2023
We all need to engage in continuous learning about Brand – our company brand, creating a branded experience, generating brand energy, etc. But what about our personal Brand? I’d like to spur some thinking on How 2 Brand U (that is Brand Y. O. U.
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
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 23, 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
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.
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.
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.
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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.
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.
ConvergeOne
JANUARY 24, 2023
Ransomware can spread in multiple ways, but most typically, through phishing emails or by unknowingly visiting an infected website. Ransomware can be catastrophic to your organization, preventing critical information and systems from being accessed.
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.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
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
Spearline
JANUARY 24, 2023
Welcome Angola to Spearline! Spearline is proud to unveil Angola as the latest addition to our rapidly expanding mobile testing network. With the inclusion of Angola, our global coverage now reaches an impressive 83 countries. That’s right, you can now confidently test your mobile numbers on Unitel and Movicel, the top two operators in Angola with a combined market share of 73%.
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.
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
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!
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.
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?
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