Sat.Dec 21, 2019 - Fri.Dec 27, 2019

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Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Contact Center Pipeline

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven by changing customer needs. From fast fashion to smartphones, only companies that truly understand their customers can succeed. Technology is only a tool—or a distraction. In this era of instant gratification […].

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Successful Call Center Agents Share This Personality Type

TechSee

The contact center agent’s job is getting harder. The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve. Fewer customers now require assistance from live agents to pay bills or carry out other simple tasks. However, that means successful call center agents must now deal with a far greater proportion of complex issues.

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Why Is Customer Experience Important for Your Business?

Working Solutions

You may have heard it said that customer experience (CX) is of the utmost importance to businesses across all industries. But it might still be a hard pill to swallow. After all, you work hard to provide the best possible product or service at a great price, delivered with the utmost professionalism. Isn’t that enough? […].

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BPO is an asset and not a liability

Ansafone

Due to many factors, businesses have become extremely competitive. To compete, you must be efficient and have the correct technology in place. This is where having a company that specializes in BPO can be an asset to your business. BPO or business process outsourcing is the moving of certain processes or operations outside of your … BPO is an asset and not a liability Read More » The post BPO is an asset and not a liability appeared first on Ansafone Contact Centers.

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The Contact Center Manager’s Guide to AI

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.

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Knowledgeable and Friendly Agents Earn Customers for Life: Why Brand Trust Rides on the Customer Service Your Contact Center Agents Deliver

SharpenCX

If you don’t deliver good service, customers won’t trust you. Turns out, excellent service is the number one factor that impacts a consumer’s level of trust with your company. And, trust is as important to your company’s financial health as growth and profitability, according to Accenture. Providing a good experience for your customers isn’t about being perfect.

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How to Improve Customer Experience by Reducing Friction

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. There are a lot of product returns on December 26. In the past, this was a laborious process. Go to a store and you'd wait in a long line, get grilled by the associate, and then be asked to file out a stack of paperwork.

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What is Proactive Customer Service and How to Implement It?

ProProfs Blog

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. There was a time when offering a good product at a reasonable price was enough for a company to stand out from competitors.

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How to Build a Helpful Knowledge Base

HelpCrunch

One of the greatest things about a good knowledge base is that it places you in a very proactive position.You do not wait for the customer to call you, write an email or raise a [ … ]. The post How to Build a Helpful Knowledge Base appeared first on HelpCrunch blog.

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Guest Blog: Five Tips to Providing a Five Star Experience

ShepHyken

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is; “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally

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Frost Radar: Voice of Customer Analytics, 2024

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.

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11 Tips for Converting Customer Complaints to Sales Opportunities

LiveVox

11 Tips for Converting Customer Complaints to Sales Opportunities Any salesperson worth their salt knows that all customer feedback is valuable—even and especially the negative type. Publicly responding to negative comments or taking the extra time to follow up after a poor survey rating can go miles for improving products and building your business’s public.

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Call Center Games - Examples of Gamification in Business

ChaseData

Wouldn’t it be great if you could get paid to play games? While most of us will never know the life of a professional athlete, professional gamer, or other career game-player, there are many ways to bring the thrill of frivolity and fun into the workplace. The gamification of the work setting is a popular trend in many businesses, these days; it has been shown to make employees happier, more loyal to their jobs, and even more productive.

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Five Ways to Prepare for Being REALLY Busy

ShepHyken

If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress. Depending on where you work or the industry you’re in, some of you get crazy busy during the holidays while others actually slow down.

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Every Enterprise Should Have Call Center Software

Hodusoft

There is no reason to not have call center software in your enterprise particularly when it is available as a hosted, pay as you go option. Forget about outsourcing customer service. Deliver it using your in-house staff. Every one of your employees becomes a potential agent, able to deliver rich customer experience in a variety of ways. Customer experience is just one part of the story of communications.

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Your Roadmap to Successful AI Implementations in the Contact Center

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.

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Adaptive Selling Will Transform Your Customer Relationships

Calltools

It’s no secret that personalization now rules the modern marketing and sales world. Any hint of pushy tactics has the average consumer running in the opposite direction. Or worse, a generic sales pitch gets critical details (like the consumer’s name) wrong. It’s not that consumers won’t give brands the time of day, it’s that the presentation doesn’t always reach them where it counts.

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Noise cancelling app cancels what?

SoliCall

We are frequency approached by new prospects with a simple request: could you help us cancel the noise in our audio? In order to address this question professionally, we first we need to understand what exactly stands behind the general word “noise” in the prospect’s request. Apparently there are many types of noise in audio and handling each one of them requires a different approach.

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How to Build an Effective Social Customer Service Program

Win the Customer

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationshi

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New Research Shows Strong ROI of CX

Customer Experience Matters

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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3 Considerations to Improve Your Digital Customer Experience (CX)

ClientSuccess

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business. This being said, customer sentiment and satisfaction are notoriously hard to measure across different departments and touch points in an organization. .

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Analytics and the Power of the Human Touch: 5 Predictions for the Future

Etech

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal to innovate and change with the times. Many of these major businesses that experienced failures were, at one time, hugely successful and popular. Perhaps you remember the joy and anticipation of searching the shelves for that newly released video on a Friday night at Blockbuster or browsing aisles of new toys at Toys R Us.

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Our Most Important Learning in 2019

Beyond Philosophy

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

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Amazing Business Radio: Katie Mares

ShepHyken

Strengthen Your Company’s Core. Hold Yourself Accountable for Creating a Consistently Amazing Customer Experience. Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world. Top Takeaways: In order for your organization to succeed, it must have a strong, solid core.

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Reimagine Your Communications With A Unified Platform

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.

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Leading a Service Culture

Contact Center Pipeline

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers, employees and the everyday activities of the workplace are drawing to an end. Organizations are undergoing disruptive change brought about by rising customer demands, rapid advancements in technology, and evolving workforce […].

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10 Ways to Build Customer Centric Organization

ProProfs Blog

If you were to answer a question, “What is that one thing that customers hate the most? . What would you say? Without a doubt, it would be struggling to find a solution to their problems. . Customers don’t want to go out of their comfort zone to solve their own problems. They like instant and effortless solutions. . So what can you do to provide a smooth and delightful experience to customers throughout their journey?

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Write the Perfect Customer Thank you Email

GetFeedback

A good customer thank you email can go a long way in creating a great customer experience and brand perception. Use these 5 tips to craft the perfect note.

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5 Top Customer Service Articles for the Week of December 23, 2019

ShepHyken

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. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. (SmarterCX) We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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.

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Happy Holidays!

Contact Center Pipeline

Wishing all of our readers a safe and happy holiday season, and a prosperous new year!

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How Do You Measure Customer Experience Success

ProProfs Blog

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. But what exactly does a happy customer mean to your brand? And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. .

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A new dawn - educating, innovating and connecting telecoms

Spearline

*This article was originally published in Connect, the Spearline magazine. Download your copy here.*. What we do here at Spearline is not commonplace. Because we introduced new software to the market, we educate the telecommunications industry while we continue to innovate. Our innovation. The Spearline Platform currently has the capability to run thousands of tests per day.