Brad Cleveland Blog
SEPTEMBER 2, 2021
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a store, send it in for repair (which I could schedule online), start a chat, or set up a call. With … The post 5 Universal Customer Frustrations first appeared on Brad Cleveland.
CCNG
SEPTEMBER 1, 2021
By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors. A contact center supervisor is the first leader most new hires will report to, they have the largest number of direct reports and they’re responsible for the employees who interact with the company’s customers. Yet as important as supervisors are in contact centers, they often receive the least amount of training for their job.
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Ansafone
AUGUST 29, 2021
With so many businesses in the US experiencing staff shortages, outsourcing calls is a helpful solution. A professional, experienced contact center can handle your company’s calls while alleviating the burden of labor gaps and understaffed departments. Consider outsourcing your company’s calls to an outside call answering service. Call answering and screening is a key component … How Outsourcing Calls Can Help with Staff Shortages Read More ».
ShepHyken
SEPTEMBER 3, 2021
This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. .
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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 Pipeline
SEPTEMBER 1, 2021
Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open to new experiences and lifelong learning and engagement. Our discussions have focused on the value of experiences—how trying new things can […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 2, 2021
Some of you may know that I also have a podcast. We’ve begun a new feature on the podcast where people write in about their problems. A podcast listener asked me how to increase the response rates to their email campaigns. Since email response is an issue many of you are dealing with, I thought I would share how you can use the behavioral sciences to increase your response rates.
ShepHyken
SEPTEMBER 1, 2021
I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. These companies are setting the bar higher. They are forcing everyone in business to up their game, and that’s great for us as customers. .
Contact Center Pipeline
AUGUST 31, 2021
Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are confronting the challenges remote work can bring. Candace talks of future-proofing your CX by migrating your center’s temporary pandemic fixes to permanent solutions. Christina offers vital suggestions on how to provide […].
Callminer
AUGUST 30, 2021
We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results.
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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.
Beyond Philosophy
AUGUST 28, 2021
No one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an email some more only to have readers skip it and click on another, more compelling email in the inbox. We write and send emails to get people to do something, starting with reading it.
ShepHyken
AUGUST 31, 2021
The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times.
Contact Center Pipeline
SEPTEMBER 2, 2021
Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash. We wish her nothing but the best as she starts a […].
Call Design
SEPTEMBER 2, 2021
If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” For the workforce management team, we know that means we need to accurately forecast the interactions, schedule the agents, and real time manage the environment.
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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.
Fonolo
AUGUST 31, 2021
Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try another one. How frustrating! A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them.
Taylor Reach Group
SEPTEMBER 3, 2021
by JD Fairweather. After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon.
CustomerServ
AUGUST 31, 2021
Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that they were ill-equipped to manage the dramatic impact of COVID-19 on their call centers. During the height of the pandemic, frustrated and highly emotional customers experienced average hold times that suddenly inflated from minutes to hours in some sectors.
aircall
AUGUST 30, 2021
Justin Champion is a part-time digital nomad , author of Inbound Content , and Principal Content Professor for HubSpot Academy. Justin created HubSpot Academy’s Digital Marketing Course , which has awarded thousands of certifications to professionals across the globe. You can find him on Twitter @JustinRChampion. As a manager, you’re responsible for overseeing and leading the work and safety of a group of people. .
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!
Fonolo
SEPTEMBER 2, 2021
If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Market research helps, but it isn’t enough. That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers.
SharpenCX
SEPTEMBER 1, 2021
As a hiring manager, there’s a lot riding on your ability to have a productive interview and find the right agents and supervisors for your call center. If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for the job (or the person who’ll stick around). When you don’t come to your interviews prepared with at least a few common questions, you can easily set the wrong expectations for your future hire.
Transparent BPO
SEPTEMBER 2, 2021
Where have all the customer care agents gone? By Marilyn Soares, VP of Client Services, Transparent BPO Welcome to the new economy. Businesses continue to rethink their supply chains and their vendor relationships but the single most disruptive factor the pandemic revealed was the volatility in our labor ranks. The labor shortage in the United […].
Ansafone
AUGUST 31, 2021
While voicemail was once a groundbreaking means of communication and contact, it is no longer the preferred method for most customers today. Your business’s customers have far more options today than ever before, which has caused voicemail to fall behind as an underwhelming and inefficient contact method. If you currently rely on in-house voicemail to … Why Voicemail Is No Longer Preferred Read More ».
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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.
Eptica
AUGUST 29, 2021
Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Published on: August 30, 2021. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.
SharpenCX
AUGUST 31, 2021
Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. A lot of data is coming in and out of your contact center platform throughout the busy day.
Totango
SEPTEMBER 3, 2021
A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and your relationship, to discuss their future goals and plans, and to strategize how you can deliver more value to them based on those factors. These meetings can play a crucial role in the overall health and success of your customers, but they can also be very difficult to plan and execute. .
Ansafone
SEPTEMBER 1, 2021
Outsourcing virtual assistants to handle many daily company tasks can streamline workflow considerably. In recent years, virtual assistants have become popular assets for many businesses due to how efficient and cost-effective they are. Consider how hiring a contact center’s virtual assistant can aid in your business’s operations. Virtual assistants can handle as much or as … 5 Ways a Virtual Assistant Can Streamline Your Workflow Read More ».
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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.
Help Scout
SEPTEMBER 2, 2021
Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. When supporting a highly technical product, a tier 2 team may handle implementation and core product guidance. In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more
Spearline
AUGUST 31, 2021
Call Center Quality Assurance (QA) is an important part of any call center as it allows a business to identify and solve customer issues. QA is important in the quest of acquiring new customers but also helpful with reducing churn. If the customer has a bad experience it is easy for them to move to another company, there is no lack of options for the consumer.
Guru
SEPTEMBER 2, 2021
No matter what state the job market is in, finding a new role can end up being a job in itself. For most, it’s a numbers game: spending all your spare time applying so you get as many applications out as possible in order to get the most return. But what if it doesn’t have to be that way?
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