Balto

NOVEMBER 22, 2022

When it comes to agent experience, contact centers have made significant strides in recent years. Nonetheless, many still have work to do to overcome a longstanding reputation. Attrition rates for contact center agents generally hover around 30–45% , and they reached as high as 100% during the COVID-19 pandemic. There are many reasons for these high attrition rates, from stressful work environments to a lack of advancement opportunities.

Contact Center 52

Contact Center Coaching Call flow Best practices 52

Helpware

NOVEMBER 22, 2022

There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of pharmaceuticals, sustainability, or sending rockets to the moon, you are driven by people. You exist to serve them—and without them, you cease to exist at all.

Customer Support 76

Customer Support Customer Service 76

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . In the past few years, practically all businesses have invested in chatbots or virtual assistants, made available help centers and FAQ sections , or used other kinds of assisted tools with the aim of helping customers search and find answers to their requests on their own. .

Chatbots 98

Chatbots Self service Scripts Technology 98

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

Call Center 147

Call Center Management Benchmark Contact Center 147

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

JustCall

NOVEMBER 23, 2022

The terms customer service and customer experience differ considerably despite being used interchangeably. In simple terms, customer service is one aspect of a comprehensive customer experience. Customer experience refers to a client’s journey with any business, from the primary awareness stage to post-purchase maintenance. On the other hand, a customer service is usually a single event when a client reaches out for service and help during this journey.

Customer Experience 52

Customer Experience Customer Service Journey mapping Chatbots 52

Beyond Philosophy

NOVEMBER 19, 2022

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy , and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be? Now, our first reaction was to tell Claire that she should absolutely meet customers where they are.

Airlines 150

Airlines Self service Consulting Consulting 150

Callminer

NOVEMBER 20, 2022

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used.

Analytics 182

Analytics Technology 182

JustCall

NOVEMBER 22, 2022

A business cannot survive without offering excellent customer service in today’s era. There should be a way for customers to contact the company for any product/service issues they are facing. It is the company’s responsibility to provide customers with appropriate contact channels. Companies usually offer phone contact channels to customers. Many companies have a dedicated customer support center with many employees to pick up customer calls.

Call Center 52

Call Center Interactive Voice Response Abandon rate Customer Support 52

Nuance

NOVEMBER 21, 2022

Scientists studying positive psychology found that a one-time act of thoughtful gratitude produced an immediate 10% increase in happiness and 35% reduction in depressive symptoms, according to this article. To lift your positive spirit this National Gratitude Month, I asked a few Nuance employees what they are grateful for right now. I discovered that they [.].

91

91

Advertisement

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

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.

Customer Service 216

Customer Service B2C B2B SaaS 216

Beyond Philosophy

NOVEMBER 24, 2022

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Callminer

NOVEMBER 22, 2022

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty.

182

182

Contact Center Pipeline

NOVEMBER 22, 2022

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay. For most companies, it […].

At home agents 147

At home agents Contact Center Technology Management 147

Advertisement

Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

ShepHyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve thought a lot about this over the years, lately I have been trying to make it even simpler for people to understand. To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work wi

Customer Service 200

Customer Service Customer Experience 200

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

Tethr

NOVEMBER 22, 2022

Customer Experience Virtual Summit 2020 invites you to hear from some of the most influential thought leaders in the CX world.

Customer Experience 113

Customer Experience 113

Contact Center Pipeline

NOVEMBER 24, 2022

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!

Contact Center 26

Contact Center Call Center 26

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

ShepHyken

NOVEMBER 22, 2022

The Hallmarks of a Customer-Obsessed Company. Creating Loyalty through Customer-Obsession. Shep Hyken interviews Marbue Brown, an accomplished customer experience executive who has worked with some of the biggest brands in the world, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. He is the author of Blueprint for Customer Obsession.

Customer Service 31

Customer Service Personalization Customer Experience Sales 31

kommunicate

NOVEMBER 25, 2022

Last Updated on November 26, 2022 Cyber Monday is a time when the majority of all online sales take place. It is known to have the highest sales volume in the ecommerce space today. This has led to it being recognized as the busiest day for shopping in the U.S. What is certain is that [.]. The post 13 Effective Marketing Tips To Boost Your Cyber Monday Sales appeared first on Kommunicate Blog.

Sales 98

Sales Marketing 98

Tethr

NOVEMBER 22, 2022

Rather than being fearful of CX and AI taking something away from your business, allow it to take the customer experience to new heights.

Customer Experience 108

Customer Experience 108

JustCall

NOVEMBER 24, 2022

SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking. The Technology Fast 500 is an award program recognizing 500 of the most innovative, fastest-growing companies in North America across the technology, media, telecommunications, life sciences, fintech, and energy tech sectors.

SaaS 98

SaaS Technology Telecommunications Coaching 98

Advertiser: ZoomInfo

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

Sales

ChurnZero

NOVEMBER 23, 2022

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year. Except when it comes to customer engagement. There are five weeks between Thanksgiving and New Year’s.

Upselling 98

Upselling B2B Sales Management 98

Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Tethr

NOVEMBER 22, 2022

Are you really coaching your call center agents? Or are you just managing performance? Here's how to be a good call center coach.

Coaching 103

Coaching Call Center Management 103

Education Services Group

NOVEMBER 21, 2022

It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and involve.ai , our mission is to support the Customer Success community with reliable be

Metrics 98

Metrics Benchmark CRM Technology 98

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

kommunicate

NOVEMBER 22, 2022

Last Updated on November 22, 2022 Mental health is a global concern and a serious one at that. Research shows that nearly one in every four people experiences a mental health issue anytime in the year. Fortunately, we are in an era where therapy is becoming an instrumental tool in combatting mental illnesses. Therapy, in [.]. The post How A Therapy Chatbot Can Provide Essential Healthcare Services appeared first on Kommunicate Blog.

Healthcare 98

Healthcare Chatbots 98

Spearline

NOVEMBER 25, 2022

Spearline will participate in MWC Barcelona 2023 from February 27 – March 2 with Enterprise Ireland. We’re looking forward to speaking to as many of you as possible in the Spearline shared meeting room. MWC Barcelona 2023 – Where technology, community and commerce converge MWC Barcelona is the largest and most influential event for the connectivity ecosystem.

Telecommunications 98

Telecommunications Government Enterprise Technology 98

TeamSupport

NOVEMBER 23, 2022

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy?

outsourcing 98

outsourcing Enterprise SaaS Accountability 98