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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Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Beyond Philosophy
MARCH 24, 2022
You have probably heard the term “Influencer” applied to social media stars with significant followings. An influencer gets people to buy things by promoting them on their platforms to their followers. As a marketer, using an influencer might be a way to promote your product or services. Understanding the science behind how influence works psychologically might help you be successful at it.
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.
Beyond Philosophy
MARCH 19, 2022
Social media has brought us a lot of things, but key among them is the “Influencer.” It means a person that can affect how people think and behave about things related to their area of interest or expertise. We have influencers that can teach us about makeup, sports books, stock picks, customer strategy (ahem) and, of course, wood working.
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.
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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.
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.
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.
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.
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.
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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.
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?
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.
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
TechSee
MARCH 24, 2022
Well, not literally. It’s an expression used when employees, especially leadership, actually use their own products or services the same way a customer would. Here at TechSee we regularly eat dog food for quality assurance, but also because it’s fun and we really like using our products. We recently held our annual Sales Kick-Off all-hands meeting. Like so many companies today, we were unable to meet in person as we would have preferred, but we still managed to get a lot of work done and have a
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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.
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
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. .
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®.
Comm100
MARCH 23, 2022
As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. By all available metrics, this is a period of unprecedented growth for credit unions around the world. The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. With such growth, partly driven by raised bank fees, comes great opportunity to expand membership.
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Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
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.
VirtualPBX
MARCH 22, 2022
Voicemail Options Extravaganza. It is that time of year when warmer weather is around the corner, and human minds begin to think of simplifying or getting R&R. For businesses worldwide, the OOO protocol is an integral part of communications. Depending on your role within the company, from owner to customer service agent, having your voicemail options in place to keep things rolling is paramount.
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.
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!
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.
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®.
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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