Contact Center Pipeline
MARCH 24, 2022
Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers embrace the new reality. Eighteen months into the COVID-19 pandemic we’re faced with permanent changes. As contact centers became the “face” of many organizations, leaders have had to rethink all aspects […].
CCNG
MARCH 23, 2022
?Those working in the call center industry find themselves in an interesting situation. There is a lot of pressure to contain costs and standardize the support being provided, but we are not in a “One Size Fits All” business. Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options.
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LiveVox
MARCH 22, 2022
Sure, the formula for a loyal customer base is complicated, but have you ever had an experience that just made life easier? If you have, you know that these simple, straightforward, and most importantly painless experiences are the most memorable. Services and products are great, and all, but experience is what pays loyalty dividends. In the retail customer service world, experience is the strategy.
ShepHyken
MARCH 23, 2022
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more. .
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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.
Transparent BPO
MARCH 23, 2022
Redundancy plan necessary to limit exposure By Scott Newman, CEO, Transparent BPO An innocent-sounding decision to help local businesses in the Philippines risks upending the BPO industry here. As with all government decisions, some background is helpful. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced that business process outsourcing (BPO) […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
The Northridge Group
MARCH 21, 2022
Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is needed to prevent a crisis.
ShepHyken
MARCH 25, 2022
This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Your brand’s name will eventually suffer if you don’t have a strong core team handling customer inquiries, keeping them pleased.
HelpCrunch
MARCH 22, 2022
Could our predecessors even think of how customer communication would be today? You just click buttons, ask questions in a small chat window, and a robot answers all your requests. If it isn’t magic. All [ … ]. The post Ways a Chatbot and Customer Service Get Along [and Ways They Do Not] appeared first on HelpCrunch blog.
PeopleMetrics
MARCH 25, 2022
Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How do they work?
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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.
CustomerServ
MARCH 21, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents , staffing shortages , and persistent supply chain issues straining customers’ patience.
ShepHyken
MARCH 21, 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. 15 Stats About Post-Covid Customer Service by Blake Morgan. (Forbes) As the pandemic starts to subside and the dust starts to settle, companies can move from survival mode to preparing for the future and adjusting to changes and trends in the post-Covid world.
Bill Quiseng
MARCH 23, 2022
“People need to be reminded more often than they need to be instructed.” Samuel Johnson. In the 1980s TV police drama series, Sgt. Phil Esterhaus, portrayed by Michael Conrad, cautioned his officers at the end of roll call with “Let’s be careful out there” When I was GM at The Henry Dearborn-Autograph Collection, Dearborn, MI, one of our senior sales managers ended their daily morning stand-up meeting with “Let’s be safe out there” But I told them
Kayako
MARCH 21, 2022
ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey.
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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.
CSM Magazine
MARCH 24, 2022
In retail, the customer is king. It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. For retail business, the customer journey extends far beyond the initial sales engagement.
Spearline
MARCH 23, 2022
By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily. The peer-to-peer technology enables your customers to speak directly from one web browser to another; providing them with higher performance and lower latency.
Bill Quiseng
MARCH 24, 2022
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Customers are paying for their experience, not your product or service. They buy with emotion and justify that decision with reason. And customers seek the best emotional value for their experience, not your logical best price.
Hodusoft
MARCH 24, 2022
The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. Nowadays, customers expect businesses to allow them to switch seamlessly between different channels such as phone calls, website chats, video chats, and emails to meet their needs. . A service platform is needed to meet these demands that effectively integrates all data sources and channels, so agents can effectively and efficiently man
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
MARCH 25, 2022
Does this sound familiar to you? Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. After you finally decide on which medium to use and manually map out your journey, then you each use a different tool to run campaigns and tasks. .
AnomalySquared
MARCH 24, 2022
Are you considering outsourcing your contact or call center? The BPO industry is booming no matter what vertical you're in and has proven benefits across the board. But the market is saturated with options to choose from. How can you confidently find the best one? We believe the ideal qualities of a call center outsourcing partner fall into the following categories: •Data. • People. • Technology. • Good Value. • Excellent Service.
Fonolo
MARCH 24, 2022
While average call center attrition rates range between 30-45%, many businesses experience metrics as high as 90%. As call center leaders, you must be aware of attrition in your business strategy, and find ways to retain top call center agents. Before you can craft a strong retention strategy, you must first understand what causes call center attrition in your call center.
NobelBiz
MARCH 24, 2022
Keeping the customer's attention for 30' on a call might be crucial in an industry where the contact rate is one of the most important KPIs. And one of the most influential actions to do this is proper training and Richard's 30' technique. The post VIDEO & ARTICLE: The 30s Rule Technique appeared first on NobelBiz®.
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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.
Totango
MARCH 24, 2022
We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. It was refreshing to reconnect with our customers and peers in the customer success community and inspire businesses across the globe with purposeful presentations and product demonstrations, meaningful conversations and fun social interactions. “ It was one of the more productive gatherings I’ve a
CSM Magazine
MARCH 22, 2022
The rise of automation in customer service has become more prominent within many industries. But along with the positives and time saving tasks it can provide, it can also prove to be a deterrent for its users. How many times have you needed to contact a company and struggled to find the correct department or even just a central phone number? Did you try to go though a chatbot to quickly find an answer to your question only to be directed to the FAQs, articles, or a customer forum?
Hodusoft
MARCH 22, 2022
The Call & Contact Center Expo at Las Vegas started with much fanfare, where HoduSoft showcased its innovative unified communications products. The HoduSoft team met, networked and forged new ties while renewing the old ones. The event is one of the world’s premier customer engagement and business intelligence events. The event took place in Las Vegas Convention Center on 16th & 17th March this year.
NobelBiz
MARCH 24, 2022
We asked Richard how he integrates rhetoric and phonetic delivery in his trainings and the methodology behind it that makes it unique. His answer made us take notes and came back for advice, listen here! The post VIDEO & ARTICLE: Rhetoric and Phonetic Delivery: The Secret Sauce of a Phone Call appeared first on NobelBiz®.
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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.
AnswerConnect
MARCH 22, 2022
In March, AnswerConnect partners with Trees For Life to restore wild forests and encourage the return of wildlife in the Scottish Highlands. The post Rewilding the Scottish Highlands With Trees For Life: AnswerConnect’s March Tree Planting Partner appeared first on AnswerConnect Blog.
ChurnZero
MARCH 22, 2022
Nowadays, marketers are hyper-aware of the importance of the customer journey and creating an intuitive user experience. In most cases, however, there are still plenty of opportunities to streamline the process and reduce customer friction. . Customer friction points are any obstacles that stand between the customer and what they want — think clunky checkout processes, complicated phone menus, or any steps that feel extra and unnecessary.
Spearline
MARCH 21, 2022
Insights into global inbound voice trends and country-by-country performance At Spearline we believe that it is essential to understand connectivity and communication practices at a global level. Our unrivaled fixed-line and mobile coverage in 76 countries, combined with our cloud-based automated platform, allows us to conduct real test calls 24/7. These precisely reproduce and test the call experience for users all over the world.
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