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For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work. In today’s dynamic environment, it’s clear to see that business continuity has never been more crucial. From equipping employees with the right tools to building a culture that enables your workforce to prosper in any working environment, the ability to work flexibly
In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. With the massive investments that have poured into our industry in the past few years, it’s most important to discover the truth about AI, so you and so many other contact center leaders can prevent regrettable decisions. STOP : What are the truths of AI in contact centers?
There has been a digital shift with consumers choosing alternative channels to connect with the brand or seek customer support. Customer engagement is no more confined to traditional channels like voice or emails, its time for omnichannel customer engagements. And today we are going to talk about one such channel – VIDEO! There is no … Video Engagement Channel: For a True Omnichannel Experience Read More » The post Video Engagement Channel: For a True Omnichannel Experience appe
Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.
Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what?
General Show Notes: Practical Advice on How to Influence People: 6 Key Principles. Many years ago, Robert Cialdini introduced the principles of influence. Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience. If you enrich your experience with these principles, which include things like learning to genuinely like other people and encouraging a favorable environment for reciprocity by your sincere generosity, you can benefit your bottom l
This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Trust is foundational to relationships with people — and with companies.
Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in close contact with customers and prospects regarding their contact center operations, and we’re finding that many contact centers are closing their physical contact center operations and shifting to remote WFH contact […].
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.
Work-life balance is already a challenge for most of us. And now working remotely, brings another level of challenge, as we try to set boundaries between work and life, and create routines that keep us both productive, and at peace. I’ve worked from home for nearly 20 years, and I’ve found some things that work at keeping me balanced. In this video, I’ll share with you 5 of my best practices for work/life balance in a remote environment.
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Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public organizations are proactively hiring CX strategists to design and guide their customer-centric transformation initiatives. Other organizations are choosing to self-navigate a learning curve to explore how to make CX improvements.
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Customer service has changed a lot in the last 10 years. Behind that change are customer service experts who helped redefine the customer experience. Look at any industry, and you’ll see a rigorous focus on keeping customers happy. Companies today care about the customer journey and invest in their customer’s success. This phenomenon is no […].
‘ By Peg Ayers. If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement.
For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers gang up on us? What if we get trolled? What if one of our agents gives the wrong answer and all 25,000 followers see it?” Well, all those things have indeed […].
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.
Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light.
There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. So it is Sunday morning, you enter into a coffee shop and get greeted by your name. You sit at your favorite place with your coffee cup which spells your name- ‘Shar-late’. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read.
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If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a […].
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.
There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. So it is Sunday morning, you enter into a coffee shop and get greeted by your name. You sit at your favorite place with your coffee cup which spells your name- ‘Shar-late’. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read.
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!
Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed!
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