ShepHyken

JUNE 17, 2022

This week we feature an article by Devin Pickell, Growth Marketing Manager at Privy. He shares the five consumer trends organizations can use in their next campaigns and strategy. It’s difficult to stay on top of everything as a small business owner, especially in today’s fast-paced environment. So getting a competitive edge on what your consumers prefer can be extremely beneficial for your business. .

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Abandon rate Marketing Personalization Sales 174

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent.

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Customer Service Chief Customer Officer Contact Center Consulting 252

Totango

JUNE 15, 2022

Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions. All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm.

Best practices 104

Best practices Enterprise Customer retention Marketing 104

Contact Center Pipeline

JUNE 14, 2022

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S. economy approaches full employment, competition for employees is critical. At the same time, the labor market is in the midst of […].

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Customer Experience Marketing Interactive Voice Response Chatbots 266

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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.

Contact Center

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the same pickle. Today’s pickle is sent in from Christine Jones. Christine writes, “Our organization does not take complaints or our Voice of the Customer program seriously.

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Customer centricity Education Surveys Consulting 195

ShepHyken

JUNE 15, 2022

At a recent conference, I enjoyed an interview with a business owner who shared some of his customer service philosophies. His name is Jake, and he is a very smart guy. He taught several lessons that day, but the one that stood out was how he handles angry customers. Specifically, it was a lesson he called Don’t Smell the Milk. . Early in Jake’s career, he worked at a grocery store.

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Customer Service Management 198

Callminer

JUNE 13, 2022

Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professionals who are driving value for their organizations.

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Customer Experience 182

Outsource Consultants

JUNE 15, 2022

Getting products into consumers’ hands is taking longer than in pre-COVID times. A combination of factors, including concerns with border crossing, labor shortages, and manufacturing slowdowns are wreaking havoc on the domestic supply chain and disrupting commerce across multiple industries. Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates.

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Automotive Transportation Contact Center Agent burnout 128

Eptica

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022. Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Digital technology offers local councils enormous potential in how they serve their local communities.

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Technology Government Banking Marketing 126

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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.

Analytics

ShepHyken

JUNE 13, 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. Sign Me Up! 10 Tips for Success with Subscription Business Models by Amanda Davis. (CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines.

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Customer Service Government Customer Experience Sales 174

AWS Machine Learning

JUNE 16, 2022

This post is co-written with Sowmya Manusani, Sr. Staff Machine Learning Engineer at Zendesk. Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. It thrives on making over 170,000 companies worldwide serve their hundreds of millions of customers efficiently. The Machine Learning team at Zendcaesk is responsible for enhancing Customer Experience teams to achieve their best.

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SaaS Engineering Personalization Enterprise 138

Topdown

JUNE 13, 2022

Understanding that communication plays an integral role in our everyday lives aids in creating and executing on effective management strategies. Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. Communication truly lays the foundation for any relationship. From there, trust is built, loyalty is developed, and other positives are able to stem, grow, and compound.

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Marketing Management Customer Experience 116

McorpCX

JUNE 14, 2022

Fixing CX Potholes and Using Roadmaps for Your CX program: Insights from Forrester CX North America 2022. The presentations at Forrester CX North America 2022 , which took place June 7-9 at the Gaylord Opryland Resort and Convention Center in Nashville, were full of amazing insights and information. But as always, there were a few key takeaways that stood out for me.

Customer Experience 111

Customer Experience 111

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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.

Contact Center

ShepHyken

JUNE 14, 2022

Building the Future of Service for the Next Generation of Customers. Trends That Will Affect Customer Service and Customer Experience. Shep Hyken interviews Jonathan Shroyer, Chief Customer Experience Innovation Officer of Arise Virtual Solutions , a customer service outsourcing and consulting firm. He shares insights about the future of customer service and the power of customer experience in driving tremendous value for your business.

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outsourcing Consulting Consulting Customer Service 165

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic. But don’t! While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer bas

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Upselling Analytics Self service CRM 98

AnomalySquared

JUNE 15, 2022

Customer service experience is the customer's view of how a company treats them. It is what builds the thoughts and feelings a customer has towards a company, and drives behavior and loyalty. Improve your customer service through outsourcing.

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Customer Service outsourcing 95

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. It is here, that the seeds of renewal are sown. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? How do you know if the targets you’ve set are overly ambitious or not big enough?

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Metrics SaaS Surveys Self service 98

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!

Customer Experience

Call Experts

JUNE 16, 2022

You may be asking yourself, “Why do I need after-hours answering service support for my business?” . After-hours support can help you provide a better customer experience and increase your customer base. You may also want to consider the advantages of offering live support round the clock to your customers. Read on to discover why you need after-hours answering service support, why you may be able to benefit from it, and how you can get live support 24 hours a day when you partner wi

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Answering services Enterprise Call Center Customer Support 98

Spearline

JUNE 14, 2022

WebRTC doesn’t scale, right? Built as a peer-to-peer communications protocol, it’s true that traditional WebRTC did not lend itself easily to scalability practices. But that was then, this is now. In this blog, we will see that, by utilizing WebRTC performance testing and using topologies designed to support low latency video streaming, we can scale to achieve truly big, geographically distributed, and fully interactive WebRTC applications.

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Contact Center Technology Management 98

Nicereply

JUNE 13, 2022

Welcome to the next episode of Support Talks! Let’s discuss a new phenomenon of remote work & future trends. Scott Markovits , Head of Support & Customer Success at CloudApp , has been working remotely for 10 years and lauds the way it has changed and improved his life. We sat down together to chat about this and the future of work and support to help bring ideas for your teams to remain competitive and address the concerns of our new working models.

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Infinity

JUNE 13, 2022

Businesses investing in Infinity to learn more about what’s happening on their customer journey, and how to improve it, receive a huge time-to-value boost from our latest offering. They pack a punch, but what are they? Our Conversation Analytics suite enables you to automatically spot every time an individual word or phrase is mentioned on a call, with customisable parameters.

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Automotive Healthcare Analytics Scripts 98

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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.

AnswerConnect

JUNE 14, 2022

We partnered with oldest tree planting organization in the world, International Tree Foundation, to plant food trees in Africa and the U.K. The post Planting Food Forests With International Tree Foundation: AnswerConnect’s June Tree-Planting Partner appeared first on AnswerConnect Blog.

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ChurnZero

JUNE 14, 2022

This is a guest blog contributed by Stephanie Neale, CEO of Blind Zebra , a sales and client success training company for B2B pros. It’s a Tuesday morning. You’ve grabbed your coffee and opened your inbox. The first subject line you see is “Cancellation.” It’s from one of your top accounts. [Cue the shoulder slump and exasperated “ugh.”]. Once the initial frustration wears off, your mind begins to play back all your interactions with the customer.

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Accountability B2B Sales Marketing 98

Momentum Telecom

JUNE 17, 2022

In the coming year, voice technology is going to take its place with team collaboration tools as it supports increasingly important areas of business management and communications. As the hybrid workforce becomes ever more entrenched, employees will find that they can leverage messaging, video conferencing, and voice communications to optimize their workflow.

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Technology Healthcare Banking Analytics 98

IdeasUnlimited

JUNE 16, 2022

Introduction. With a record number of IT startups springing up all over the world, the demand for delivering high quality technical support for customers is also rising simultaneously. BPO and business support providers are stepping up to fulfill the demand and it’s becoming easier than ever for both SMBs and enterprises to outsource their tech support services.

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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.

Customer Experience

Kapta Customer Success

JUNE 13, 2022

Account Managers need a unique set of tools to provide the right level of service and proactive management to key accounts. While general customer accounts may make up the vast majority of your total accounts, your organization's key accounts can provide up to 33% of your organization's total sales revenue.

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Accountability Management Sales 98

Toister Performance Solutions

JUNE 16, 2022

"I want them to be more proactive." The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. He shared a number of examples. Customer service reps didn't always see the big picture. They often failed to ask probing questions or use adequate listening skills.

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Customer Service Customer retention Metrics Wait times 92

Vistio

JUNE 14, 2022

Hiring and retaining contact center agents is harder than ever. Higher call volumes and customer expectations are leading to even higher agent stress. And with remote work and demand for agents and workers of all kinds also rising, it’s easy for top talent to move on—to other contact centers or other industries. To survive in today’s competitive job market and keep ahead of attrition, contact centers have to find ways to train agents faster and keep them longer.

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