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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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.
Beyond Philosophy
DECEMBER 4, 2020
Everyone is saying that the pandemic will be the death of retail. I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this shift will benefit most from the pandemic-inspired modifications in customer behavior.
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
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 […].
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.
Beyond Philosophy
NOVEMBER 28, 2020
Retail is Broken: This is the Solution. Some might say that retail is dead, another victim of COVID-19. However, I would argue that it is merely changing but far from finished. The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Still, organizations that recognize and anticipate the shift can adapt and benefit from the new business-as-usual.
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.
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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
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 […].
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.
Win the Customer
NOVEMBER 30, 2020
Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.
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.
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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.
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
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.
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
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
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!
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.
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.
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”.
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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.
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 ».
GetFeedback
DECEMBER 2, 2020
Relational NPS is a great check in with customers. It’s also a valuable tool you can leverage to boost retention in 2021. Here's what we learned from our CX leader roundtable.
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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.
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
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.
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 ».
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