ShepHyken

FEBRUARY 16, 2022

It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu

Education 339

Education Sales Customer Service Customer Experience 339

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers. This is a leading reason why there’s a growing gap between the service that customers expect and what contact centers are able to deliver.

Contact Center 78

Contact Center contact center solutions Technology CRM 78

Beyond Philosophy

FEBRUARY 17, 2022

My company had a significant birthday this year. Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. I have learned a lot over these past two decades on how to ensure your business is booming, and I thought I would share them here with you. .

Consulting 221

Consulting Consulting Finance Education 221

Myra Golden Media

FEBRUARY 14, 2022

Is every other customer demanding, “Get me a manager?” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Customer Service 227

Customer Service Management Customer Experience 227

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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.

Contact Center

ShepHyken

FEBRUARY 14, 2022

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. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

Beyond Philosophy

FEBRUARY 16, 2022

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. You have most of what you need to predict your customers’ next move in your customers’ past behavior. This concept is predicated on the idea of Customer Science.

Self service 221

Self service Consulting Consulting Customer Experience 221

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Published on: February 14, 2022. Author: Pauline Ashenden - Demand Generation Manager The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

ShepHyken

FEBRUARY 15, 2022

Experience Leadership. What it Takes to Deliver Great Experiences at All Levels. Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.?They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. Top Takeaways: It’s no longer sufficient just to talk about customer experience in isolation.

Feedback 206

Feedback Education Surveys Personalization 206

Contact Center Pipeline

FEBRUARY 15, 2022

Everyone likes simplicity, especially in the world of customer service. The best contact center agents will simplify difficult situations for callers, and smart contact center managers will simplify training and workforce development for their employees. However, simplicity is more complicated than ever. Today’s contact centers are facing one of the most complex eras in recent […].

Contact Center 130

Contact Center Management Customer Service 130

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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.

Analytics

Beyond Philosophy

FEBRUARY 12, 2022

We celebrated a significant milestone this year. It’s Beyond Philosophy’s 20 th anniversary. Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. It is always gratifying to reach these milestones and enjoy these accolades. However, they didn’t happen by chance.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. But beyond speed, the evolution to 5G technology is expected to provide the reliable infrastructure necessary for a wider range of critical apps such as healthcare and the IoT.

Technology 109

Technology Wireless Self service Telecommunications 109

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. Software as a service (SaaS) has grown rapidly in recent years, particularly in recent months. A distinctive product is no longer sufficient.

SaaS 183

SaaS Customer Experience B2B Feedback 183

HelpCrunch

FEBRUARY 15, 2022

Ah, you’re being on the right track at long last. The fitting software is chosen and everything is all set for the trouble-free customer self-service. Wait a minute…do you get the feeling something is missing? [ … ]. The post Knowledge Base Article Templates That Unweight Your Writing Burden appeared first on HelpCrunch blog.

Self service 118

Self service 118

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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.

Contact Center

GetFeedback

FEBRUARY 16, 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

Customer Service 145

Customer Service Customer Experience 145

Help Scout

FEBRUARY 18, 2022

Online customer service is one of the most important functions at any company. Here’s how to get started with it and continue improving it as you grow.

Best practices 119

Best practices Customer Service 119

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 105

B2B Upselling Customer Support Sales 105

JustCall

FEBRUARY 17, 2022

Still making every cold call manually? Want to ramp up to more than 100 cold calls in a day with a powerful sales dialer? Well, we know how difficult it gets to meet sales quotas, when you’ve got to deal with the mess of finding lead numbers, then dialing them manually, and ending up on a dial tone. The worse is – getting hung upon! Research by McKinsey shows that the sales teams using automation tools see a 5X higher chance of quota attainment versus teams without automation.

Sales 104

Sales Abandon rate Real estate voip 104

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!

Customer Experience

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Excellent customer service is hard to come by. It’s rare and elusive because it’s not something that “just happens.” It has to be cultivated.

Contact Center 98

Contact Center Customer Service Self service Call Center 98

Help Scout

FEBRUARY 18, 2022

You have identified a small change that you’re convinced would really improve your customer service quality, but you’re having trouble persuading your team to change their behavior. Here’s one quick tip to make it happen.

Customer Service 105

Customer Service 105

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 98

B2B Upselling Customer Support Sales 98

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022.

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98

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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.

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

Quality Contact Solutions

FEBRUARY 17, 2022

Sales leaders are one of the most critical assets to your company. They lead their respective teams; they also hire, manage, and help the entire organization achieve its goals. Their decisions are directly responsible for how sales reps contribute to the company’s growth or lack thereof. In summary, the organization’s success is directly related to the quality of leaders you employ.

Sales 98

Sales Telemarketing Best practices Coaching 98

NobelBiz

FEBRUARY 15, 2022

By integrating with Balto, NobelBiz OMNI+ users can make use of the real-time guidance for contact centers to optimize the client-agent interactions, boost conversion and overall KPIs. The post NobelBiz partners with Balto to bring real-time AI guidance to its omnichannel ecosystem appeared first on NobelBiz®.

Contact Center 98

Contact Center 98

Spearline

FEBRUARY 15, 2022

Return on Investment: Enterprises are bound by the constraints of their limited resources and therefore must carefully decide how best to utilize them. Markets are competitive and businesses need to make well-informed choices in order to gain advantage over their competitors. As a performance measure, return on investment, or ROI, is used to evaluate choices and determine the optimal investment opportunity.

Enterprise 98

Enterprise Marketing Technology Feedback 98

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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.

Customer Experience

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. Hesitations started to creep, and then swoop, in like a doubtful bride headed down the aisle unsure of her decision ahead.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Kapta Customer Success

FEBRUARY 14, 2022

It’s a key account manager’s worst nightmare: One day, out of nowhere, you lose a major customer. Sometimes it’s completely outside of your control. But most of the time, if it seems like it’s coming “out of nowhere,” chances are you weren’t watching closely enough—or you weren’t looking at the right indicators.

Accountability 98

Accountability 98

VirtualPBX

FEBRUARY 17, 2022

What is an SLA? First things first, what is an SLA? An SLA, or Service Level Agreement, is a commitment between a service provider and its customers. It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. Deliverables to help create alignment between two parties, such as product availability, responsibilities, and quality of service.

Best practices 98

Best practices Service level Wait times Metrics 98