Contact Center Pipeline
JUNE 3, 2021
The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers, for example, are rapidly adopting cloud-based services as they rethink their technology strategies in response to economic trends and industry changes. The move to cloud-based contact center services is a strategic […].
Fonolo
JUNE 3, 2021
Call queues and hold times are a traditional part of the call center experience. But tradition doesn’t always stand the test of time ? as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction.
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Help Scout
JUNE 3, 2021
Every time I need to buy a pair of jeans, I trick myself into thinking it’ll be an easy process. I’m sure I can simply order from the last place I bought them or just check a few stores. Inevitably, the place I ordered from last time changed something about the fit or material, and the in-store options are lacking. I end up making a bunch of trips, printing out shipping labels like it’s a part-time job, and still have no denim to show for the trouble.
ShepHyken
JUNE 1, 2021
The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience. Top Takeaways: There are two types of energy: Catabolic energy (levels 1 and 2) is the draining and destructive energy.
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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.
Callminer
JUNE 2, 2021
Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 29, 2021
When I was unsubscribing to a service online, I encountered some resistance. My unsubscribing experience included a detailed accounting of all the features to which I would no long have access—in bold, red typeface. It also featured a checklist where I had to acknowledge one-by-one all the benefits I was forfeiting. It was a wonderful example of a company that takes advantage of the effects of Loss Aversion.
ShepHyken
JUNE 2, 2021
Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. This is actually good for everyone.
Contact Center Pipeline
JUNE 2, 2021
Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams prior to Covid, but what an acceleration! I think these strategies will continue to be a part of our culture moving forward. We may not maintain pandemic levels of virtual teams, […]. The post Contact Center Pipeline Magazine: Inside Our June 2021 Issue first appeared on Contact Center Pipeline Blog.
Steve DiGioia
JUNE 3, 2021
I once worked for a boss who led through intimidation. Whenever there was an issue to be resolved or a problem that’s taking longer than expected to figure out, he would say “Send (name) an email and “CC” me”. He thought that, just because the boss was copied on the email, it would make the email recipient respond quicker and act on the request right away.
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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.
TELUS International
MAY 31, 2021
While automation has been a mainstay of many companies, hyperautomation is quickly becoming a key part of CX strategy. Discover the difference between the two and how you can best leverage this emerging trend.
ShepHyken
MAY 31, 2021
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. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands li
Contact Center Pipeline
JUNE 1, 2021
A favorite axiom of the customer service industry is “to meet customers where they are.” If that’s the case, every contact center should be text messaging with customers. SMS and newer texting channels like WhatsApp and Apple Business Chat are on the rise and creating opportunities to improve customer satisfaction. Compared to phone lines, email […].
Fonolo
JUNE 1, 2021
Keeping an in-person team motivated is tough enough. But what do you do when half or more of your agents are working from another location? READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. (It's 100% free, we promise.). This is the reality contact centers are facing right now, as they navigate the post-pandemic transition back to the workplace.
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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.
TELUS International
JUNE 2, 2021
Discover what data annotation is, why it's important and the key types of data annotation processes that help fuel our AI-driven world.
ShepHyken
JUNE 4, 2021
This week we feature an article by Pratik Salia, a CX professional and Assistant General Manager at Knowmax. He discusses why first call resolution is important and what companies can do to resolve their customers’ queries in the first call. The authenticity of an organization very much depends on the quality of the customer support that it provides.
C3Centricity
JUNE 2, 2021
We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.
TechSee
JUNE 1, 2021
The gig economy is exploding, spawned by well-known apps such as Fiverr , TaskRabbit , Thumbtack , and Upwork that serve as digital marketplaces where an independent worker can be hired for a short-term project or task on-demand, also known as a gig. What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis.
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!
UJET
JUNE 4, 2021
Ready to modernize your own contact center? Get the jump on your competitors by downloading our free Digital Transformation Roadmap. The concept of digital transformation isn’t new. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.
Acquire BPO
JUNE 2, 2021
We are delighted by the positive response to Acquire BPO’s launch of our Australian contact centre in June 2020 via an acquisition. It’s been an exciting time as we navigate the challenges of COVID and into the new normal of customer contact for Australian businesses. . Our Australian operations have tripled in the last twelve months, with some high profile corporate and government clients being signed to deliver services from our Melbourne contact centres.
Cyara
JUNE 3, 2021
“To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system. This customer service solution has been around for decades — first as pre-recordings now typically as software — and it can help with everything from reducing agent call loads to cutting costs.
Toister Performance Solutions
JUNE 3, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Finding a plumber for The Overlook is a struggle. We've had a slight leak under the kitchen sink for two months.
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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.
delighted
JUNE 3, 2021
Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. However, this decrease in spending did not affect all retailers equally.
Help Scout
JUNE 1, 2021
As a small business, keeping up with customer support can be a tough task. Though standard email applications like Gmail or Outlook may work initially to manage incoming customer requests, they don’t work as a long-term solution. You need a specialized tool. Help Scout’s small business help desk software lets you create stronger customer relationships, save time, and increase team productivity.
Nicereply
JUNE 1, 2021
The customer feedback gathered via Nicereply is immediately shared with the team via email so they can follow up with the customer when necessary. Argeweb is a web hosting service provider founded in 1999 that aims to be the most customer-friendly service in the Netherlands. They provide personal and proactive advice for web hosting, domain & email services to businesses and consumers.
CSM Magazine
JUNE 4, 2021
Tom Meder, Managing Director at ViewTrade Securities explains why artificial intelligence will never be able to replace humans in driving results in the financial services industry. It is the twenty first century, though no matter how much technology you put into the hands of your business-to-business (B2B) or business-to-consumer (B2C) clients, we cannot ignore the tremendous value of the human element in driving results.
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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.
ChurnZero
JUNE 4, 2021
Renewals require time-critical engagements that need to be planned, prepped, and set into motion long before a customer’s renewal date. But orchestrating and staying on top of renewal outreach can easily become overwhelming without repeatable or automated processes to keep you on task. To give you an idea of what a renewal outreach sequence might look like, we’re sharing three Play examples from ChurnZero based on a range of Customer Success models: Low-Touch Play: Mostly automated touchpoints t
Quality Contact Solutions
JUNE 3, 2021
When your business decides to use B2B telemarketing services , it’s essential to scope out the different service providers and review what each one has to offer. Not all call centers are the same. Technology, management, and knowledge look different from vendor to vendor. Here are three crucial tips for choosing the best provider to support your business.
Spearline
JUNE 1, 2021
“Although the modern contact center extends to email, chat windows, and social media, the voice continues to be the foundation for customer interactions”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. According to the latest Global Telecoms Quality of Service Report from Spearline , only 16.2% of contact centers reported more digital interactions than voice interactions, proving that for the vast majority of businesses telephony is still
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