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On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. That would have been enough to make most people happy. However, he continued his announcement with a three-minute-plus speech. We learned that we would take off to the west, make a U-turn a few minutes later to head east, how high we would go, the various cities we would be flying over, that we would take a right turn as we approached the runway to land, and more.
Share on Twitter Share on Facebook Share on LinkedIn Share on Email Back in August 2022, the Conversation Excellence Lab published a report called “ How to Recession-Proof Your Contact Center, According to 360+ Executives ”. That summer, The World Bank announced that most countries were headed toward a recession. For contact centers, that potentially meant that lower revenue, fewer resources, and pressure to do more with less were on the horizon.
Generally speaking, in the contact center space, people tend to look at the one-to-one interaction with an agent as the primary means of obtaining information about products and services. However, most, if not all, inbound-oriented contact center departments are faced with the problem of a huge influx of trivial inquiries taking up the majority of the agent’s time.
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.
When talking to customers, it’s easy to know what you should say to make a good impression. But what are the customer service phrases and language you might use that inadvertently make a negative impression? Some are obvious, of course (never tell a customer no). Some, however, are more insidious. Communicating effectively with customers is more about saying the right words, of course—it’s also about keeping the right principles of communication in mind.
Running a regular help center audit is often overlooked, …but it’s a foundational way to improve your customer experience and scale your customer support team. What’s the first line of defense in a business? People often assume it’s your customer support team—but they’re wrong. Your first line of defense is actually your help center. Most customers look for answers in your help center before they contact support.
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Running a regular help center audit is often overlooked, …but it’s a foundational way to improve your customer experience and scale your customer support team. What’s the first line of defense in a business? People often assume it’s your customer support team—but they’re wrong. Your first line of defense is actually your help center. Most customers look for answers in your help center before they contact support.
The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. It is crucial for businesses to stay ahead of these changes to ensure customer satisfaction, which plays a pivotal role in their growth. By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations.
Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. As the recent data highlights: 86% of customers would leave a brand they were previously loyal to after just a few bad experiences, with 62% saying just one bad experience is enough to dissuade their loyalty. 68% of customers will pay more for products or services from brands known for their excellent customer service. 89% of con
The customer experience is one of the most important aspects of an organization. In some cases, the customer experience is even more important than the products being offered. This is especially the case in any service industry in which the customer experience essentially is the product. The sweeping acceleration into the digital era also plays a hand in this, bringing more levels of access to more people all across the nation and the globe.
Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.
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.
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. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base?
As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the pandemic and how best to move forward in the new normal.
Saint Louis Park, MN, March 28, 2023 – Outsource Consultants is once again honored to have made the fourth annual Financial Times ranking of The Americas’ Fastest-Growing Companies. This list, compiled with Statista, ranks companies from across North, Central and South America by their compound annual growth rate in revenue between 2018 and 2021. Honorees of the list have shown extraordinary growth, with a doubled median revenue among participants, up from $12.2 to $22.5 million, making this yea
More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively implementing conversation intelligence.
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.
This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish.
If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.
Enhances Concentrix’ position as a leader in $550B+ growing CX market Adds clients in attractive growing markets, further diversifying our marquee client list Significantly expands footprint in Europe, Latin America, and Africa Expands breadth and global reach of high-value services and digital capabilities Strengthens support for clients and staff, combining complementary cultures Accretive to revenue […]
Who hasn’t heard of these two? Maybe the one living on Mars…(but I am not sure of that!). Both do exactly the same – make the customer’s communication seamless, convenient, and effective in any way [ … ] The post Help Scout vs Intercom: Is It a Tie After All? appeared first on The HelpCrunch blog.
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.
Top Takeaways: Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. We now have technology that companies can apply quickly and cost-effectively to deliver the transformational experience customers have expected from the support industry for a long time. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot.
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean saying “yes” or making exceptions for super-persistent customers. The better way to write “no” to a customer is candidly, firmly, briefly, and empathetically.
A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D). Couldn’t make the entire webinar? Not to worry, we have summarized six of the key takeaways below. To watch the webinar, check it out on demand here.
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!
This post was co-written with Tony Momenpour and Drew Clark from KYTC. Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. When there are more calls than agents can answer, callers get placed on hold with a message such as the following: “We are experiencing higher than usual call volumes.
SMS compliance refers to the set of rules and regulations that businesses must follow when sending SMS messages to their customers. These industry-wide regulations are in place to protect consumers from spam and unwanted messages and ensure that businesses operate in a fair and ethical manner. Mobile carriers are currently inundated with requests, delaying some business SMS registrations from completion up to six weeks.
TeamSupport is all about customer-centricity; it’s built in our DNA. So, we regularly update and enhance our products to ensure we’re providing you, our customer, with software that can grow with you and support your customer service efforts. Detailed below are the features we’ve released in the first quarter of 2023: SUPPORT OUR CUSTOMER SUPPORT TICKETING SYSTEM New Ticket Template Customers can now enhance their customer support team efficiency by creating ticket templates based on their produ
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.
The Bundesliga is renowned for its exceptional goalkeepers, making it potentially the most prominent among Europe’s top five leagues in this regard. Apart from the widely recognized Manuel Neuer, the Bundesliga has produced remarkable goalkeepers who have excelled in other leagues, including the likes of Marc-André ter Stegen, who is a superstar at Barcelona.
Are you considering scheduling a product demo to see if MiaRec’s conversation intelligence platform will meet your contact center’s needs? Great! We’re ready to answer all your questions on how MiaRec can ensure satisfaction at every stage of the customer journey.
The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory. Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime.
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