CCNG

OCTOBER 14, 2021

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.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Bill Quiseng

OCTOBER 10, 2021

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.

Customer Service 190

Customer Service Personalization 190

Callminer

OCTOBER 11, 2021

Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers.

Call Center 226

Call Center 226

ShepHyken

OCTOBER 13, 2021

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

Real estate 274

Real estate B2B Customer Service Sales 274

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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

Contact Center Pipeline

OCTOBER 14, 2021

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 […].

Contact Center 262

Contact Center Technology Customer Service Management 262

Beyond Philosophy

OCTOBER 14, 2021

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.

Consulting 195

Consulting Consulting Marketing Customer Experience 195

ShepHyken

OCTOBER 15, 2021

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

Management 236

Management Customer Experience Customer Support 236

Callminer

OCTOBER 13, 2021

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.

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182

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

BPO is a common acronym in the call center world. It stands for business process outsourcing, a term used to describe the hiring of a third-party to complete a business operation.

Call Center 246

Call Center Business Process Outsourcing outsourcing 246

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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

Beyond Philosophy

OCTOBER 14, 2021

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. .

Advertising 195

Advertising Consulting Consulting Coaching 195

ShepHyken

OCTOBER 12, 2021

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.

Personalization 198

Personalization Customer Service 198

Contact Center Pipeline

OCTOBER 13, 2021

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.

Contact Center 147

Contact Center Chatbots Personalization Management 147

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

Prior to COVID-19, telehealth and virtual care models were challenged by financial, legal, and organizational hurdles that limited their growth. The COVID-19 pandemic removed, or at least lessened, many of those barriers as virtual visits skyrocketed due to facility closures, canceled procedures, and regulations that expanded telehealth access and reimbursement.

Personalization 130

Personalization 130

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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

Beyond Philosophy

OCTOBER 9, 2021

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.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

ShepHyken

OCTOBER 11, 2021

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.

Customer Service 191

Customer Service First call resolution Self service Customer Experience 191

Contact Center Pipeline

OCTOBER 12, 2021

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 […].

Customer Service 147

Customer Service 147

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

How would you handle canceling thousands of appointments then rescheduling them for the future without losing any patients or disrupting their continuity of care? This is the challenge that a major west coast academic medical center faced.

Call Center 130

Call Center 130

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

Fonolo

OCTOBER 14, 2021

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.

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

HelpCrunch

OCTOBER 11, 2021

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.

Sales 133

Sales Customer Service 133

SharpenCX

OCTOBER 13, 2021

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.

Contact Center 128

Contact Center Technology Coaching Analytics 128

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

Call centers have experienced a dramatic increase in call volume over the last year and half since the onset of the pandemic. Managing high call volume has impacted contact center performance and call center metrics by driving up average handling time. The uptick in volume level has also contributed to longer wait times. In order to combat a high volume of calls, contact centers should consider reevaluating their customer service strategy.

Average Handle Time 130

Average Handle Time Management Wait times Contact Center 130

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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.

Fonolo

OCTOBER 12, 2021

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.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Eptica

OCTOBER 15, 2021

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.

Accountability 124

Accountability Best practices Engineering Customer Service 124

Outsource Consultants

OCTOBER 11, 2021

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.

Customer Support 117

Customer Support outsourcing Customer advocacy Contact Center 117

HelpCrunch

OCTOBER 15, 2021

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.

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118

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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

Nicereply

OCTOBER 12, 2021

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.

SaaS 118

SaaS Self service CRM Feedback 118

Totango

OCTOBER 13, 2021

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

Best practices 105

Best practices Enterprise Sales Customer Experience 105

Customer Contact Central Submitted Articles

OCTOBER 11, 2021

Want to improve your CX? Start with your agent training activity.

Call Center 130

Call Center 130