ShepHyken
JULY 8, 2022
This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. Today we open the main customer service areas in anticipation of 2022.
Callminer
JULY 5, 2022
We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.
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HelpCrunch
JULY 4, 2022
Come to think of it, automation and robots have invaded our lives well and truly. There is a possibility you face it in every scenario and in a variety of guises: paying for groceries at [ … ]. The post 10 Best Chatbots for Customer Service: Architect Perfect Dialogues with Your Audience appeared first on HelpCrunch blog.
Beyond Philosophy
JULY 7, 2022
The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.
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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.
CCNG
JULY 6, 2022
Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We know that peer-to-peer discussion and sharing can often provide a more effective and less expensive way to improve performance and reduce risks.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JULY 7, 2022
“Our call centers are extremely busy at the moment, please only call us if your query is urgent.” The past 18 months have seen messages like this become commonplace across consumer-facing websites, shifting from those typically only displayed around major holidays to becoming permanent fixtures. No doubt this trend has been exacerbated by the COVID-19 […].
Fonolo
JULY 7, 2022
Scheduling is vital to any call center leader’s job – down to the last break. We all know the ramifications: if you’re short an agent at peak time, your customers will feel the brunt of long waiting times. If you are looking to improve call center agent productivity and optimize your contact center operations , you must learn how to calculate call center schedule adherence.
Outsource Consultants
JULY 7, 2022
In 2021, retail sales enjoyed an unparalleled growth rate of 14 percent , nearly 5 times the rate seen pre-pandemic. It appears, however, that this consumer spending surge may be leveling off, as industry experts forecast only a 6 to 8 percent increase in 2022. In addition to battling inflation, retailers are seeing temporarily injured competitors – like travel and hospitality – return to full strength in a fight for consumer dollars.
ShepHyken
JULY 6, 2022
In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.
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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.
Contact Center Pipeline
JULY 6, 2022
We have all felt the impact of the macro-level market shift towards what has been dubbed the “subscription economy.” As many businesses move towards a recurring revenue model, the priorities have shifted from “initial sales” to “customer retention and growth.” This shift has major repercussions inside the contact centers and customer support organizations of the […].
The Northridge Group
JULY 6, 2022
The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S.
HelpCrunch
JULY 7, 2022
You know what they say: haste makes waste. This goes for everything but is especially true when you do business. I feel like I need to move this point further. ?reating FAQs or explanatory content [ … ]. The post How to Write an FAQ Page and Strike the WOW Effect: 8 Tips [+ References] appeared first on HelpCrunch blog.
ShepHyken
JULY 4, 2022
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. 7 Top AI Trends in Customer Service by Zendesk. (EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done.
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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.
Totango
JULY 8, 2022
It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.
Solvvy
JULY 8, 2022
You may have heard, “You can’t manage what you can’t measure.” It certainly rings true when considering goals like improving efficiency or controlling labor costs. Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. However, not everything is easy to measure.
HelpCrunch
JULY 8, 2022
Sometimes you are crawling around Google to find the answer regarding the tool you are using for business. Some links are bringing you to regular commercial pages where, to be honest, nothing is clear. Brands [ … ]. The post What’s the Difference between FAQs vs. Knowledge Base? Everything You Need to Know appeared first on HelpCrunch blog.
ChurnZero
JULY 8, 2022
This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.
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!
Totango
JULY 5, 2022
In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion.
Spearline
JULY 4, 2022
The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fuelled, in part, by the remote communication needs of the Covid-19 pandemic, use of WebRTC solutions has grown significantly in the last few years. Enterprises are increasingly finding new ways to use the technology to help them provide the best customer service, as well as improved internal communications.
Genroe
JULY 5, 2022
Over the past few years, I have come across all sorts of research on Net Promoter Score. Some of it positive and some of it negative, but never in the same place or easy to access. Typically, organisations only link to the research that supports their case. So I thought that it would be a […]. The post Net Promoter Score® Research: the “for” and “against” list appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
Working Solutions
JULY 6, 2022
If your business wants to continue attracting new customers – and retain the ones you currently have – then your sales and customer service (CS) teams must partner. A user-friendly customer experience results in higher customer satisfaction, and offering excellent customer service gives you a competitive advantage. 60% of customers stop doing business with a […].
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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.
IdeasUnlimited
JULY 4, 2022
Introduction. With nearly 2 billion online shoppers surfing the internet daily, there is a certainty that some of them will attempt to contact customer service. And since over 75% of the world does not speak English, there is also a very high chance that those same customers will be connected with a representative they don’t fully understand. The reason this is important to understand is because nearly 40% of buyers reconsider their purchasing decision if the service is not in their local langua
Spearline
JULY 6, 2022
There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls. Depending on the location of your outbound contact center and the complexities involved, the cost of your outbound call campaign could be sitting anywhere between $10-$55 per hour, per agent, so you’ll be keen to ensure as high a return as possible on this investment.
kommunicate
JULY 4, 2022
Last Updated on July 4, 2022 “Robots are not going to replace humans; they are going to make their jobs much more humane. Difficult, demeaning, demanding, dangerous, dull – these are the jobs robots will be taking. Sabine Hauert, Co-founder of Robohub.org Self-learning AI might sound like something right out of the Terminator movies but [.]. The post Kommunicate’s Self-Learning AI feature – Our Bots Just Got Smarter!!!
Balto
JULY 8, 2022
Blair Pleasant President & Principal Analyst, COMMfusion LLC. Today’s consumers demand customer service that’s available anywhere and at any time. Customer experiences are increasingly omnichannel, with a variety of interaction channels including chatbots, SMS, messaging, and more. Despite the widespread adoption of these digital service channels, 75% of consumers still prefer to interact with a live agent in most situations.
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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.
MiaRec
JULY 5, 2022
Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same.
Spearline
JULY 5, 2022
[link] Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard to know if your customers are experiencing these problems. However, with the use of Spearline’s IVR Tester, individuals may map a full IVR system automatically. This ensures the audio prompts playing at each stage of a call flow are playing correctly and utilizing the desired audio.
kommunicate
JULY 7, 2022
Last Updated on July 7, 2022 When you are running a Shopify store, there are two numbers that you should always keep at the forefront – conversion rate and sales revenue. Sales are directly dependent on the website’s conversion rate. Higher the conversion rate, higher the sales revenue, and vice-versa. Conversion rate is a percentage [.]. The post 6 Tactics to amp up your Shopify Store’s Conversion Rate appeared first on Kommunicate Blog.
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