CustomerServ
MAY 17, 2021
Encouraging signs of an economic recovery are visible across the U.S. — cities and states are easing restrictions amid widespread vaccinations, businesses are reopening, the housing market is booming, retail sales are strong, and consumers are eager to spend.
TELUS International
MAY 18, 2021
Every AI and machine learning project requires training in order to excel. Learn what AI training is, how it works and discover some tips for success.
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OctopusTech
MAY 19, 2021
Call centers deal with huge bundles of data daily. They deal with user info, company data, financial transactions history, and databases of the companies that Outsource to India. As data is the lifeblood of call centers, having a reliable as well as robust data backup system is a must. The data keeps on piling up over time as more user interactions are being driven and new channels are being used.
ShepHyken
MAY 19, 2021
Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It can be as simple as returning a call quickly or stepping in to help in a crisis.
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.
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. 1.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 15, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business
ShepHyken
MAY 21, 2021
This week we feature an article Alexa Lemzy, a Customer Support and?Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a health
CCNG
MAY 20, 2021
As consumers today, we greatly appreciate when we have a great chatbot or voicebot experience. With so many poorly built chatbots – that don’t understand us, or don’t give us the information we are looking for and cause frustration – many customers are surprised when a chatbot resolves their inquiry quickly and efficiently. What exactly makes that chatbot experience great?
Callminer
MAY 19, 2021
Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters.
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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.
Beyond Philosophy
MAY 21, 2021
I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you. Despite this fact, we like him a lot and enjoy his company. Lying is not excellent behavior, but everyone does it. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.
ShepHyken
MAY 18, 2021
The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Top Takeaways: In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions.
Myra Golden Media
MAY 18, 2021
I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in Tulsa when she was home from college during the early days of the Pandemic. Often, Lauren was the greeter for her store. Like Jason from Costco.
Taylor Reach Group
MAY 19, 2021
By Turaj Seyrafiaan. There is a classic quote by John D. Rockefeller that says, “ Don’t be afraid to give up the good to go for the great! ”. But is that a good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to achieve. There are times that we should aim for excellence. As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good
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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.
TechSee
MAY 19, 2021
In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.
ShepHyken
MAY 17, 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. How to handle customer complaints? 6 tips you must know by Alibaba.com. (Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.
Fonolo
MAY 20, 2021
We’ve all heard that dreaded phrase before: “I’d like to speak to your supervisor.”. It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. But, you don’t need to be afraid of escalations. In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations.
Contact Center Pipeline
MAY 20, 2021
At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results from early in the process of quarantine indicated that when employees initially transitioned to working from home, they favored the arrangement—and indeed, there was an overall increase in performance.
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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.
Myra Golden Media
MAY 21, 2021
I’m holding office hours, answering your questions about call control, de-escalation, and delivering bad news! Q & A starts LIVE at noon CST on Wednesday, May 26, 2021. Ask your questions live or submit ahead of the meetup on my contact page. I can’t wait to see you LIVE on 5/26 at noon CST! Set a reminder for the Q & A.
Peter Lavers
MAY 18, 2021
Our founding director Peter Lavers will be participating in the next Truth Customer Loyalty webinar on 2 June, 2pm BST. You are invited to join Truth’s CEO Amanda Cromhout as she debates with Peter, who is a renowned Customer Management and Customer Experience consultant and influencer. We will discuss an array of subjects such as the ever-increasing role of data science, ‘segment of one’ theory, customer value management (CVM, including cross/up-selling), recognition of tenure and ending
TELUS International
MAY 17, 2021
The COVID-19 pandemic has helped accelerate society away from cash. With mobile payments gaining traction globally, discover if now is the right time for the U.S. to make the move towards digital wallets.
Contact Center Pipeline
MAY 19, 2021
The idiom strike while the iron is hot may be traced back at least to the 1500s and is a reference to the art of blacksmithing. When a blacksmith works iron, he heats it in order to make it malleable and then places it on an anvil and hammers it into shape. Of course, iron […].
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!
Eptica
MAY 21, 2021
Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Published on: May 21, 2021. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn.
HelpCrunch
MAY 20, 2021
In the world of SaaS, there is always an ongoing checklist of the things to do, strategies to implement, and customers to guide. In light of this, a SaaS business owner should realize that a [ … ]. The post A Comprehensive Guide to SaaS Customer Success appeared first on HelpCrunch blog.
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
Ansafone
MAY 18, 2021
Contact centers can provide significant benefits for small businesses. When running a small business, it is crucial to take advantage of potential opportunities. Contact centers provide many opportunities for you to grow your small business and impact it in a positive way. Whether your goals are to increase sales or build customer satisfaction, contact centers … 5 Ways Small Businesses Benefit from a Contact Center Read More ».
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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.
Totango
MAY 19, 2021
If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh
NICE inContact
MAY 19, 2021
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.
Transparent BPO
MAY 17, 2021
Economic Cycles Can Predict the Typical Customer Service Gap By Scott Newman, CEO, Transparent BPO With tireless regularity, the customer care sector is undergoing its predictable feeding frenzy. Once every decade, large, global corporations with thousands of agents spread throughout countless time zones consume smaller, midsized customer care providers.
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