Contact Center Pipeline
DECEMBER 3, 2020
2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet paper—not necessarily in that order! Our new shelter-in-place lifestyle meant the end of social gatherings, including my favorite annual event, the SWPP (Society of Workforce Planning Professionals) Annual Conference.
Ambs Call Center
NOVEMBER 30, 2020
“You never get a second chance to make a first impression.” It's one of my favorite quotes by Will Rogers. It applies to all interactions we have with customers. Especially when it comes to the telephone answering techniques you use in your business.
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Interactions
DECEMBER 3, 2020
Technology has the power to make or break a business, especially contact center technology. Don’t believe us? Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. Depending on the technology that you deploy, that potential customer may have to shuffle through menu options, or worse, wait in a virtual queue.
ShepHyken
DECEMBER 2, 2020
What’s your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you? Consider this. If you’re selling a trip to Hawaii, you probably try to paint a vision of a day on the beach, an amazing luau and a beautiful oceanfront balcony that includes a gorgeous sunset. The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
DECEMBER 3, 2020
Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations. To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?
ShepHyken
DECEMBER 1, 2020
How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience. Top Takeaways: Now more than ever, it’s incredibly important to pay attention to your digital customer experience.
CX Global Media
DECEMBER 1, 2020
Nick Friedman: I wasn’t going it alone Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Nick Friedman Show Notes Page Nick Friedman started to franchise his company, College Hunks Hauling Junk in 2008, and then the economy collapsed. Nick and his partner struggled to move on. Then he found […]. The post Achieving Rapid Growth from Employee and Customer Experience appeared first on CX Global Media.
Contact Center Pipeline
DECEMBER 2, 2020
As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very peaceful New Year. The end of 2020 marks quite a year. Not only has COVID-19 affected us individually and within our families, but our organizations have had quite the challenge of […].
Advertiser: ZoomInfo
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ProProfs Blog
DECEMBER 4, 2020
For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultane
ShepHyken
DECEMBER 4, 2020
This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.
CX Global Media
DECEMBER 1, 2020
There three main things that are affecting 2020 hot shopping trends. These three things can increase your sales and customer loyalty. The post 2020 Hot Shopping Trends Defining the Holiday Season appeared first on CX Global Media.
Contact Center Pipeline
DECEMBER 1, 2020
Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge. Given the current COVID circumstances, I believe that the 2020 findings remain […].
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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.
Peter Lavers
DECEMBER 1, 2020
Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “let’s deliver this (other) project first” reasons for delay. Particularly if it’s a digital initiative, upon which so much transformation is dependent upon these days.
ShepHyken
NOVEMBER 30, 2020
Each week I read a number of 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 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. (CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.
SharpenCX
DECEMBER 2, 2020
American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.
Fonolo
DECEMBER 2, 2020
We’ve all seen the stories: Customers left on hold for hours, sometimes unable to get through for days. How should we interpret them? Often these articles take the view that companies are letting down their customers, or governments are letting down their citizens. In that way, the stories fall into a familiar emotional bucket: A callous bureaucracy is too unprepared, stingy, or incompetent to provide good service.
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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.
Concentrix
DECEMBER 1, 2020
Fremont, Calif., December 1, 2020 – Concentrix Corporation (NASDAQ: CNXC), a leading global provider of customer experience (CX) solutions and technology, announced today that it has completed its separation from SYNNEX Corporation (NYSE: SNX) and is now an independent, publicly traded company listed on the NASDAQ stock market under the ticker symbol “CNXC”.
Aspect
DECEMBER 1, 2020
For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years. Along the way, these organizations have been by our side, collaborating to provide product input and feedback, partnering with us to advance and continuously improve our contact center portfolio into the industry-leading, fully featured contact ma
TeleDirect
DECEMBER 1, 2020
Improve Contact Center Performance: 5 Tips from Call Center Experts. Is your call center currently an asset? Most companies regard their contact portal with ambivalence, but make no mistake – a well-run call center is a must-have for today’s multi-channel client communication needs. From handling after hours and overflow demand to direct response capability and more, your call center is much more than an answering service.
Ansafone
NOVEMBER 28, 2020
Any time you consider growing your business, there are a lot of things to consider. Changing your website is an important step. Your website is your business’s online face, informing customers, providing details, and helping customers with their questions. The content found on your website will naturally answer many questions for your customers and hopefully … Hold and Convert Web Traffic Using Live Chat Services Read More ».
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
TechSee
DECEMBER 2, 2020
Emerging technologies make bold promises. Whether they ultimately go mainstream or crash strongly depends on delivering the goods, but also on the buzz surrounding them. And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. Remote visual support is no different. Remote Visual Support Myths.
GetFeedback
DECEMBER 4, 2020
Everything you need to know about DX, including what a good program looks like and how to improve your existing one.
TELUS International
DECEMBER 1, 2020
Emerging as the self-service customer support channel of the future, discover all the CX benefits of implementing a visual IVR system.
Ansafone
NOVEMBER 30, 2020
If your business is considering multilingual customer service, you likely understand the obvious benefits it brings to your customer base. This type of customer service allows your customer to interact with you in the language they feel most comfortable. Bilingual support can also be a benefit to your business. Some of the main reasons that … 4 Reasons Bilingual Support is Essential Read More ».
Advertiser: ZoomInfo
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!
Talkdesk
DECEMBER 1, 2020
More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.
C3Centricity
DECEMBER 1, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
DMG Consulting
DECEMBER 1, 2020
2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Below are 6 positive mega trends that emerged during the dark hours of the pandemic; all of these trends are here to stay and will continue to play an important role in contact centers for the foreseeable future: Work-from-home – When the pandemic hit country
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