Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. But, managing all of the moving parts of your business can feel overwhelming, especially with the onset of the winter season. Managing your customer demands with the needs of your workforce can be easy when you partner with an experienced team like Call Experts.

Customer Service 98

Customer Service outsourcing Sales Contact Center 98

AnomalySquared

NOVEMBER 17, 2022

As previously featured by the Progress in Lending Association.

Call Center 102

Call Center 102

MiaRec

NOVEMBER 16, 2022

In today's business world, it is more important than ever to make sure that you are getting the most out of your investment in contact center intelligence. By measuring and maximizing the return on investment on your contact center in general and your Conversational Analytics solution specifically, you can ensure that your call center is as efficient and effective as possible, which can lead to increased sales, happier customers, and more efficient operations.

Call Center 98

Call Center Analytics Contact Center Sales 98

ClientSuccess

NOVEMBER 15, 2022

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you. One way to ensure your customers stay with you is to add a personal touch to customer success.

Personalization 74

Personalization Finance Feedback Scripts 74

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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

CCNG

NOVEMBER 16, 2022

When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs. Here are seven tips for creating an outstanding experience while simultaneously increasing ROI. 1.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

TechSee

NOVEMBER 17, 2022

Whether you are a ridesharing leader supporting millions of global drivers and riders or a mobile carrier troubleshooting connectivity issues, fast and convenient mobile support is mission-critical. However, providing customer support for issues that occur on smartphones is very challenging. In this post, we will explore the challenges of mobile software support, and how mobile mirroring is bringing visual clarity to support agents and end-users alike, delivering faster, more efficient, and effe

Customer Support 109

Customer Support Accountability Consulting Consulting 109

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. A Complete Guide of Tools, Tech & Tips. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. What’s more, 90% of Americans use customer service to decide whether or not to do business with a company.

Customer Service 80

Customer Service Chatbots Best practices Surveys 80

Contact Center Pipeline

NOVEMBER 15, 2022

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many businesses are facing an efficiency mandate in order to survive. Businesses and consumers alike have new expectations of CX in the […].

Technology 130

Technology Chatbots Customer Experience 130

Beyond Philosophy

NOVEMBER 12, 2022

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. As if the world isn’t crazy enough—with the war in Ukraine, the cost-of-living crisis, the looming threat of recession, and the ostensible beginnings of catastrophic climate change— we learned a flesh-eating bacterium (Vibrio vulnificus) is running rampant in Flori

Management 221

Management Consulting Consulting Surveys 221

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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

ShepHyken

NOVEMBER 16, 2022

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. He was in excruciating pain. Something in his abdominal area was not right. He truly felt like he was going to die. . Doubled over in pain, he limped through the waiting room to the registration desk and begged to see a doctor.

Coaching 219

Coaching Customer Service Personalization Management 219

Callminer

NOVEMBER 17, 2022

Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more.

Best practices 182

Best practices 182

Contact Center Pipeline

NOVEMBER 17, 2022

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring. And I did. For the most part. I’ve found retirement to be quite liberating. There are no more Saddletree Research clients and I have no more contracted projects left to do. […].

Customer Experience 147

Customer Experience 147

Beyond Philosophy

NOVEMBER 17, 2022

The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climate change. The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain.

Management 195

Management Consulting Consulting Marketing 195

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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

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations. Any company needs to become a part of B2B or “business-to-business,” where legal entities establish trading relationships with each other.

B2B 174

B2B Customer Support Best practices Coaching 174

HelpCrunch

NOVEMBER 17, 2022

Let me flash a little discovery of mine. Did you know that the human brain can process 11 billion bits of information every second? That’s quite impressive! From here, I would like to simulate a [ … ]. The post 8 Knowledge Management Benefits That Tip The Scale for Businesses appeared first on HelpCrunch blog.

Management 173

Management 173

Contact Center Pipeline

NOVEMBER 16, 2022

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to “the more things change, the more they stay the same.” I sometimes feel that way about contact centers. The core challenge of providing excellent customer service and enabling sales while managing […].

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Contact Center Sales Management Customer Service 147

TechSee

NOVEMBER 18, 2022

The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization. While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions. Especially in the consumer sector, demand for service grows as customers begin setting up and using their new purchases and holiday presents.

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Best practices Wait times Consulting Consulting 109

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

ShepHyken

NOVEMBER 15, 2022

Creating a Good Customer Offboarding Experience . How Companies Can Provide Outstanding CX From Sign-Up to Cancellation . Shep Hyken interviews Tony Sternberg, CEO and co-founder at ProsperStack , a platform that helps companies reduce customer churn and increase their lifetime value. He shares how companies can differentiate themselves by providing an excellent customer experience from the beginning to the end of their journey. . .

Personalization 156

Personalization Customer Experience Technology Customer Service 156

Fonolo

NOVEMBER 15, 2022

Ah, performance reviews. They’re a staple of almost every workplace, and call centers are no exception. In fact, these engagements are an essential part of running a successful customer service operation. Why? Agent performance directly impacts the caller’s experience. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road.

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

Eptica

NOVEMBER 18, 2022

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.

Management 126

Management Customer Service Best practices Chatbots 126

aircall

NOVEMBER 15, 2022

Ever since I joined Aircall, it has been a rollercoaster ride. One of my most memorable experiences so far was when I got the opportunity to be a part of a virtual hackathon experience during my first month at Aircall. Hackathons are an exciting time in an engineering team’s life. The surreal energy encourages innovation, collaboration, and team bonding.

Engineering 124

Engineering Surveys Personalization Management 124

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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.

Avoxi

NOVEMBER 16, 2022

Using Cloud Communications to Tackle eCommerce Customer Pain Points The global eCommerce industry is expected to reach $5 trillion by the end of 2022. And while there’s more money than ever to be made from eCommerce sales, there are also more challenges for brands to remain competitive. Supply chain issues, inflation, rising competition– there are… The post Using Cloud Communications to Tackle eCommerce Customer Pain Points appeared first on AVOXI.

Sales 118

Sales 118

Toister Performance Solutions

NOVEMBER 17, 2022

Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable.

Accountability 97

Accountability Customer Service Coaching Best practices 97

AWS Machine Learning

NOVEMBER 17, 2022

Today, we announce the public availability of Amazon’s state-of-the-art Alexa Teacher Model with 20 billion parameters (AlexaTM 20B) through Amazon SageMaker JumpStart , SageMaker’s machine learning hub. AlexaTM 20B is a multilingual large-scale sequence-to-sequence (seq2seq) language model developed by Amazon. You can use AlexaTM 20B for a wide range of industry use-cases, from summarizing financial reports to question answering for customer service chatbots.

Scripts 102

Scripts APIs Government Engineering 102

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have. And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential.

Finance 98

Finance Education Sales Accountability 98

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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

TeamSupport

NOVEMBER 18, 2022

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. That means your support team is getting more emails, more requests, more everything. Chances are that your support team is already getting hammered by the sheer volume of customer issues, not to mention the potential for complexity.

Upselling 98

Upselling Customer Support B2B Customer Experience 98

Nicereply

NOVEMBER 15, 2022

Customer service trends of 2023! Learn from the best ones and find out what support leaders see as the biggest challenge of the upcoming year. As we approach 2023, it’s time to reflect on everything you’ve learned and develop your strategy for next year. There’s an important key to creating a successful plan that’s often overlooked: understanding the context in which you’re operating. .

Customer Service 98

Customer Service Employee engagement Metrics Customer Support 98

AnswerConnect

NOVEMBER 15, 2022

The customer is king. But how do you give every customer the best introduction to your brand? It all starts with the customer experience. The post How to Improve the Customer Experience in 6 Simple Steps. appeared first on AnswerConnect Blog.

Customer Experience 98

Customer Experience Customer Support Customer Service 98