Contact Center Pipeline
OCTOBER 14, 2020
In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to go to the cloud? Or what if you want to leverage what you’ve already got? Here are 5 key decisions to […].
Fonolo
OCTOBER 13, 2020
The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Despite that, the end to your agent attrition woes may be in sight. They say the night is darkest before the dawn. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.
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Totango
OCTOBER 15, 2020
As business becomes increasingly digitized and competitive, customer engagement that makes clients feel valued and appreciated becomes more critical. Covid-19 adds another complicating factor—a heightened risk of customer churn across a number of industries. It is clear that companies need to take every opportunity they can to maintain customer loyalty, and today’s technology makes it easier to do so. .
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Beyond Philosophy
OCTOBER 15, 2020
Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
OCTOBER 15, 2020
Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.
ShepHyken
OCTOBER 13, 2020
Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. Top Takeaways: To understand Generation Z as consumers is to understand the future of your (and every) business.
Contact Center Pipeline
OCTOBER 13, 2020
Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good reasons right off the bat: One study found that a full 40% of employees have experienced symptoms of burnout—a condition characterized by excessive stress, exhaustion and the inability to cope—at some […].
TechSee
OCTOBER 13, 2020
Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi
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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.
CCNG
OCTOBER 14, 2020
What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination? Darrius Jones recently led a Town Hall conversation with members to discuss the critical steps in the journey to the next normal of hybrid work for contact centers including – - The Reaction and Response to the pandemic crisis and how to shift back to the office contact center - The Redesign and Rework process, identifying groups that will remain remote workers, workers go
ShepHyken
OCTOBER 12, 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. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. (Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.
Customer Service Life
OCTOBER 13, 2020
Image by Daniel Reche from Pixabay. I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection.
Contact Center Pipeline
OCTOBER 15, 2020
We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how to get there? As contact center leaders plan for the post-pandemic recovery—both short- and […].
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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.
Beyond Philosophy
OCTOBER 10, 2020
Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds.
ShepHyken
OCTOBER 16, 2020
This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.
ProProfs Blog
OCTOBER 16, 2020
We’ve seen live chat in action as the customer service and support tool. But lately, it’s evolved and grown. Other than connecting with users and engaging them in real-time conversations, it can also capture qualified leads and increase conversions. And that’s just the tip of the iceberg. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel.
Fonolo
OCTOBER 15, 2020
Are you truly listening to your customers? Sure, your agents hear their concerns and issues each day. But staying in tune with their desires and expectations requires a more deliberate effort. . Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. And if you want to keep them happy and brand-loyal, you need to develop solutions to their problems.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
ShepHyken
OCTOBER 16, 2020
This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.
ProProfs Blog
OCTOBER 13, 2020
When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? Honestly, your customer won’t wait so long and they don’t just expect a response, they expect first contact resolution.
Integrity Solutions
OCTOBER 14, 2020
The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.
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!
Outsource Consultants
OCTOBER 13, 2020
If you read the blog title and thought, “Great! A quick answer to my question,” I’m sorry. It’s not that simple. . The entire BPO industry has been turned upside down by COVID-related ramifications , and it’s a complex assessment of which regions are doing better than others. In short, The Philippines, the long-standing leader in offshore outsourcing, is facing some real hurdles to regaining full-service continuity and scale.
Guru
OCTOBER 13, 2020
In the words of the late, great weird Twitter account @Horse_ebooks , “Everything happens so much.” If the crush of news is making it tough for you to figure out how to vote on everything from the next US president to the next school board president, we’re here to help. Assuming you’re registered to vote (and if you’re not, there might still be time to register !
HelpCrunch
OCTOBER 12, 2020
Have you ever thought of knowledge as the basis of your company? Your team creates products and services thanks to the knowledge they have, you know the clients’ needs, so you can engage them and [ … ]. The post Knowledge Management: Definition, Importance, and 5 Leading Processes appeared first on HelpCrunch blog.
Transparent BPO
OCTOBER 13, 2020
FOR IMMEDIATE RELEASE Belmopan expansion will provide hundreds of employment opportunities for Cayo district residents ROCKVILLE, MD (October 13th 2020)— Transparent BPO, the leader in outsourced customer experience solutions in Belize, today announced the opening of a new contact center in Belmopan, the nation’s capital. The new facility operates 400 workstations to meet the growing […].
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Eptica
OCTOBER 16, 2020
Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs.
GetFeedback
OCTOBER 14, 2020
How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales.
Education Services Group
OCTOBER 15, 2020
We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.). The day was full of so many thought-provoking presentations and aha moments, it’s impossible to pick just one key takeaway.
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