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Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” That may seem like a tough question in today’s world of constant disruptions, workforce displacement and shifting consumer habits. I want to advocate for a different approach to that self-assessment process that doesn’t require an investment of time or limited resources.
As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. A persona is many customers wrapped all in one. But a customer is just one individual. Unlike a customer persona, each customer is different from the other.
Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location. In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to contin
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an extraordinary burden on the shoulders of customer service workers. The 1918 Spanish Flu pandemic revolutionized how telephone switchboard operators dealt with […].
Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems. We look at the theory of how and why Customers make decisions and then break this down into practical actions you can take. Here is one review which we think sums up the show. “The dynamics between the hosts of this show absolutely makes this podcast.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems. We look at the theory of how and why Customers make decisions and then break this down into practical actions you can take. Here is one review which we think sums up the show. “The dynamics between the hosts of this show absolutely makes this podcast.
Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it.
Maulik Shah is the founder of DeskXpand , A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. He shares 7 benefits that the support ticket system can provide for your business. Want to support your help support team by simplifying the ticket process for them? Then installing a ticket management system is the best help you can offer because it helps your employees to track the progress, achievements, and even priori
When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track. Unfamiliar with this term? We’ve got you covered.
I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari was balanced in his assessments of these moments, looking at them from different perspectives. More organizations should take this tack and listen to both sides of an issue when looking for new ideas in the organization. .
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Artificial intelligence has become common in many households and workplaces. Popular AI personal assistants like Google Assistant, Siri, Cortana, Alexa and Bixby have played a big role in rapidly reshaping consumer attitudes about how companies should respond to them. And customers bring these expectations with them when they interact with contact centers.
Beyond Happiness. How Authentic Leaders Lead with Happiness and Humanity. Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact. They discuss how leaders can adapt to the new workplace by being authentic and aligned with their purpose.
Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use.
Do you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the only game in town in some cases, but now they are gone. They disappeared because they didn’t respond to changes in the marketplace with new ideas. It isn’t unusual for an organization to be set in its ways.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something is just not right. She went to several doctors who told her nothing is wrong and maybe it is because she […].
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. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. (Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed.
Did you know that 89% of customers are more likely to make another purchase if they have a positive customer service experience on your website? However, delivering excellent customer service that nets more sales and [ … ]. The post Knowledge Base SEO: 5 Easy Ways to Optimize Your Knowledge Base Articles appeared first on HelpCrunch blog.
Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. And within the next two years, 75% more companies expect to make the move. Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue.
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Here’s what to consider. Published on: October 15, 2021. Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud.
Equipping your support team with contextual customer data is one way to lower that effort. In today’s connected world, we have an unprecedented opportunity to gather and analyze data. Data is everywhere! Most companies have access to data through apps, webpages, coupon codes, etc. Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used.
No secret, people don’t react well to a “No” When we hear this word, our brain releases cortisol, the hormone of stress, which leads to anger and disappointment. Usually, the side effect of a negative [ … ]. The post How to Say “NO” to Customers in a Positive Way: 8 First-Hand Tips appeared first on HelpCrunch blog.
Is the time for talk dead? There’s a healthy debate rolling across businesses that rely on BPO services: what’s the right contact center balance between voice and non-voice services? Many consumers do prefer direct-to-agent voice channels when inquiring about a high-priority task — but many also appreciate the convenience and control of email or live chat, for instance.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. You can also use downgrades as data to gain insight into where customers are experiencing issues with your product, allowing you to make adjustments and improvem
You’ve probably read the title and thought: “Article that answers EVERY question – are you kidding me?” Actually, we are not. With comprehensive actionable content and inner links that lead to additional relevant posts, a [ … ]. The post How to Write Knowledge Base Articles That Answer Every Customer Service Question [With Examples] appeared first on HelpCrunch blog.
Change is one of the few constants for businesses, teams, and customers everywhere. VirtualPBX has changed tremendously over our history, and the change has accelerated thanks to the demands of both our customers and team members. The biggest challenges in this environment are maintaining focus and coordinating efforts to deliver on our mission — to deliver excellent service where and how people need to get things done.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Maintaining an optimized, healthy, and modern IT infrastructure is crucial for the survival of any business. ConvergeOne Managed Services, powered by OnGuard, allows IT staff to rest easy knowing that a highly-skilled team of engineers leveraging an industry-leading management platform are watching over their customer’s environment. OnGuard has been developed by ConvergeOne from real-world engineering insights and decades of experience managing client infrastructures.
In this episode of the Spearline podcast Josh and Kees are delighted to be joined by Andy Gent, CEO of Revector to talk about fraud on telecoms networks. Andy has been in the telecoms industry for over 20 years and set up Revector to combat SIM Box fraud against mobile network operators in 2001. We talk about Andy’s vast experience in the telecoms industry and we delve into the world of grey routes, fraud on telecoms networks and much more.
Phew! Thank God, this hectic day is almost over. You’re about to go home when suddenly you hear this clicking sound. It’s a new message from a customer. Let’s see… Well, someone is in trouble [ … ]. The post How to Deal with Rude Customers: 7 Best-Working Strategies appeared first on HelpCrunch blog.
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