Fonolo
APRIL 6, 2021
Don’t let your business fall short when it comes to delighting customers with great customer service. Every time a customer interacts with one of your sales associates or call center agents, the outcome will impact how shoppers perceive your retail brand. Here are 5 best practices for customer service to empower your associates. 1. Master the “FAB” Formula.
Interactions
APRIL 8, 2021
It’s hard to believe that there was once a time that businesses operated solely in-person. Other than the occasional phone call to customer service, almost all interactions with a brand occurred in the store. Today, there are businesses that operate only online, and others have a mix of both in-person and digital experiences. In this blog, we will break down how a digital experience impacts a brand’s overall perception and performance, and where companies should focus their efforts moving forwar
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NobelBiz
APRIL 6, 2021
ACD or Automatic Call Distribution is call center software's feature, and a smart programming tool that enables intelligent control of incoming calls and queues by routing them to the proper person. How does it work during campaigns? and What are its capabilities? The post What is Automatic Call Distribution System or ACD? appeared first on NobelBiz®.
Beyond Philosophy
APRIL 9, 2021
Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. However, the reason not much happens with these accounts could be influenced by the biological amount of bandwidth you have for maintaining relationships.
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.
ShepHyken
APRIL 6, 2021
An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways: . Broken p romises to your customers can be either implicit or explicit depending on the situation or marketing strategy. .
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
APRIL 5, 2021
As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to live their lives in peace and will no longer accept subpar work or attitudes. Me too. During our young adult years, we’re still concerned about “fitting in” and finding our place in “work world” – which is either far different from or eerily similar to “school world”.
Beyond Philosophy
APRIL 3, 2021
Throughout human history, it seems that around 150 is the number of meaningful relationships any human can maintain. Oxford University’s anthropology professor Robin Dunbar discovered this number by studying monkey groups and extrapolating that number to match the human brain’s capacity. Understanding why this is can help you optimize your ability to manage your team, your business, and even your social media feed.
ShepHyken
APRIL 9, 2021
This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. He writes about skills everyone should have to communicate effectively with clients. Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company?
Contact Center Pipeline
APRIL 7, 2021
Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they hear from peers or vendors. Others result from their own research or exposure to analyst perspectives that speak to innovation and disruptive change. The following three ideas crop up frequently on […].
Advertisement
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.
GetFeedback
APRIL 5, 2021
We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice.
CX Global Media
APRIL 5, 2021
The only way to guarantee customer satisfaction and retention is by giving the ultimate customer experience. It is the kind of experience that drives the. Read more. The post Ultimate Customer Experience: What’s Missing From You Delivering The Best Customer Experience? appeared first on Customer Experience Strategy and Tactics.
ShepHyken
APRIL 7, 2021
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. They are armed with knowledge and information, ready to talk to the salesperson and buy what they came for.
Contact Center Pipeline
APRIL 6, 2021
I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology, including multiple CCaaS (Contact Center as a Service) solutions. I’ve also worked with many clients in an outsourcing relationship, helping to guide them through this process. Having seen this often enough, […].
Advertisement
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.
Fonolo
APRIL 8, 2021
FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction. A low FCR rate is often associated with poor agent performance, but it’s often more complex than that. Operations, customer experience, and quality of training are also huge factors that should be considered by management.
Nuance
APRIL 8, 2021
Nuance drives to its primary goal of empowering healthcare providers with technologies and solutions that help document and deliver better patient care. Most recently, that commitment contributed to Nuance’s distinction as #1 Best in KLAS for Speech Recognition: Front-End EMR for its Dragon Medical One (DMO) solution. This award recognizes feedback from frontline healthcare providers [.
ShepHyken
APRIL 5, 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. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. (TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers.
OrecX
APRIL 7, 2021
Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and platforms. To record, store and replay customer interactions across multiple, varying facilities and architectures, organizations need an open audio capture solution that supports a diverse set of technical requirements.
Advertisement
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.
Concentrix
APRIL 9, 2021
Comparably recognizes Concentrix & its teams for Positive Outlook, Global Culture, HR, & more in 2021 Q1 Awards. The post Global Concentrix staff win big in 2021 Q1 Comparably Awards appeared first on Concentrix.
Totango
APRIL 7, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.
Alorica
APRIL 5, 2021
IRVINE, California (April 5, 2021)—Alorica Inc., a global leader in customer experience solutions, announced today that it helped its client Major League Baseball (MLB) take home two Bronze Stevie® Awards in the 15th annual Stevie Awards for Sales & Customer Service. MLB was recognized in key categories—Contact Center of the Year and Customer Service Training Team of the Year—with operational.
HelpCrunch
APRIL 7, 2021
The day has come. You decided to keep up with the times and start communicating with clients on your website. I would not give you an aha moment here but one of the tried-and-tested ways [ … ]. The post 8 Steps to Successful Live Chat Implementation appeared first on HelpCrunch blog.
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!
Taylor Reach Group
APRIL 8, 2021
By Turaj Seyrafiaan. Quality versus Efficiency? And the winner is …. Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! In fact, contact centers were created to provide efficiency and reduce costs.
CSM Magazine
APRIL 8, 2021
If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of th
pindrop
APRIL 9, 2021
500 million Facebook users’ personal information including phone numbers has been scrapped from Facebook website and published to the dark web.¹ Back in January, a user of a low-level cybercriminal forum was discovered selling access to a database of phone numbers belonging to Facebook users, and conveniently letting customers look up those numbers by using an automated Telegram bot.² Alon Gal, the chief technology officer of the cybercrime intelligence firm Hudson Rock , discovered the trough
HelpCrunch
APRIL 6, 2021
It’s not like you can surprise people with a live chat button on a website these days. Whenever you find yourself having some trouble, you go to a website and choose a convenient way to [ … ]. The post How Does Live Chat Work? All Hidden Mechanisms, Revealed appeared first on HelpCrunch blog.
Advertisement
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.
TechSee
APRIL 7, 2021
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021. While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated.
TELUS International
APRIL 5, 2021
Air travel has changed significantly due to COVID-19. Here's what airlines are doing to keep travelers safe while streamlining the customer experience (CX).
TeleDirect
APRIL 7, 2021
Call center improvement strategies – they’re always a priority for any company that relies on a call center for reliable client communication. If your call center tactics can use a much-needed boost, or you’ve tried other call center process improvement ideas, TeleDirect can help. Our business process outsourcing (BPO) services includes call center cost reduction strategies in the form of streamlined, outsourced excellence.
Expert insights. Personalized for you.
126 
Let's personalize your content