CCNG

JUNE 8, 2022

Many businesses start their fiscal new year on July 1…which is coming up fast! ? ???If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. These are broad tools and processes designed to improve customer workflow, experience, and your center’s profitability. ?

Contact Center 195

Contact Center CCNG Gamification Coaching 195

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.

Self service 221

Self service Airlines Chatbots Consulting 221

ShepHyken

JUNE 8, 2022

I don’t know if it’s true, but it doesn’t matter. This is a great story with a great lesson. . Michelangelo was standing on his scaffold as he worked on painting a tiny leaf on the ceiling of the Sistine Chapel. A colleague looked up from far below and shouted, “Why are you so concerned about painting that little leaf? Nobody from this distance will ever know.” .

Customer Service 331

Customer Service Customer Experience Personalization 331

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact compared to live channels which cost an average of $8.01 per contact. However, current technology solutions are not meeting demand.

Customer Experience 146

Customer Experience Self service Interactive Voice Response Technical Support 146

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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

Upstream Works

JUNE 9, 2022

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

ShepHyken

JUNE 6, 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. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. (The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience.

Customer Service 174

Customer Service Best practices Customer Experience Sales 174

Contact Center Pipeline

JUNE 8, 2022

Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone who’s like them. This type of implicit bias can take many forms, but it’s unlikely that most contact center agents envision a person with a disability when they start a dialog. […].

Contact Center 130

Contact Center Personalization Customer Service Customer Experience 130

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. This new solution combines TechSee’s video support for contact centers , using Web-RTC technology and KDDI Evolva’s know-how and experience in building, operating, and improving contact centers for major Japanese companies.

Telecommunications 109

Telecommunications Construction Contact Center Technical Support 109

Outsource Consultants

JUNE 6, 2022

In just a few short years, working remotely has gone from something largely reserved for special situations to an expectation for positions that reasonably allow for it. Before 2020, many employers were wary, citing concerns about eroding camaraderie and dwindling productivity as barriers to a work-from-home policy. However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option.

Gamification 128

Gamification At home agents Morale Employee engagement 128

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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

ShepHyken

JUNE 7, 2022

The Smart Shopper and the Value Gap. How to Design Experiences that Exceed Your Customer’s Expectations. Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.

Consulting 165

Consulting Consulting Customer Service Marketing 165

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Published on: June 10, 2022. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience.

Banking 120

Banking Self service Marketing Technology 120

TechSee

JUNE 8, 2022

Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven. From delayed parts, and service technician skill gaps, to a shortage in electricity wattage, and a too-narrow hallway – it all led to a lot of headaches and long baking hiatus at the Saucier House.

outsourcing 109

outsourcing Government Education Consulting 109

HelpCrunch

JUNE 7, 2022

Hey! ?? I am your assistant for today. I dare you to ask me anything – all the answers are around the corner. I bet you’ve seen such a message (or alike) at least once [ … ]. The post 8 Best Chatbots for WordPress or How to Change Customer Communication for the Better appeared first on HelpCrunch blog.

Chatbots 118

Chatbots 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

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Director of Customer Success Robyn Fernandez spoke with three CS executives, including Swiftly’s Chief Customer Officer Maranda Dziekonski , Egnyte’s Manager of Customer Success Naomi Hawn , and SentinelOne’s Vice President of Customer

Chief Customer Officer 104

Chief Customer Officer Best practices Accountability Feedback 104

Kayako

JUNE 9, 2022

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time. They don’t necessarily guarantee the customer is happy with their overall journey.

Journey mapping 102

Journey mapping Self service Surveys Sales 102

Nicereply

JUNE 6, 2022

Everything you need to know about Customer Effort Score – why is so important and how to measure it. A new month, a new topic! Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact.

Customer effort 104

Customer effort Benchmark Surveys Consulting 104

kommunicate

JUNE 10, 2022

Last Updated on June 10, 2022 Shopify makes it easy for almost anyone to build and launch their online store. However, online stores don’t sell on their own. You need to implement specific tactics that will help the business grow. Here are some tactics that can help. Tactics you can use to improve sales in [.]. The post Shopify Marketing Strategy: 8 Effective Tactics to Skyrocket Your Sales appeared first on Kommunicate Blog.

Sales 98

Sales Marketing 98

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

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business? Well, to measure your call center’s effectiveness, you first need to keep track of a few relevant call center metrics or key performance indicators (KPIs). .

Call Center 98

Call Center Metrics Abandon rate call center software 98

IdeasUnlimited

JUNE 8, 2022

Introduction. One of the profound effects of COVID has been on the business world. While remote work has become prevalent, another major change has been how companies have competed internationally. Competition is rising at an exponential rate and many have found several ways to stay ahead of the curb. The industries that saw the largest growth are particularly the eCommerce, finance and the IT industries.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Call Center Finance 98

NobelBiz

JUNE 7, 2022

Sharing your business goals with all your employees is critical for call centers. The more you disseminate the organization's strategic orientation, the better the odds of success. As a result, it is vital to learn the various performance management and goal planning methods. Learn more about KPIs and OKRs. The post OKRs vs KPIs: Which is The Best Strategic Choice for your Call Center?

Call Center 98

Call Center Management contact center solutions Contact center software 98

kommunicate

JUNE 9, 2022

Last Updated on June 9, 2022 What sets your business apart from the competition in the market? Superior products? A greater variety of products? Faster delivery? While these are all important factors, the one factor that will keep your business in the minds of your customers is how you made them feel before, during, and [.]. The post Top 14 AI Chatbot Platforms for Business [2022 edition] appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Marketing 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.

Spearline

JUNE 8, 2022

Welcome Peru, Ecuador, Kenya and Nigeria to Spearline! We are delighted to let you know that you can now test your mobile numbers in Peru, Kenya, Ecuador and Nigeria across the countries major mobile networks. Peru – Movistar and Claro – Between the two operators, they hold over 59% of the mobile market in Peru. The solution is hosted in Lima which is where the calls will originate from and terminate in.

Telecommunications 98

Telecommunications Marketing Management 98

Momentum Telecom

JUNE 6, 2022

83% 1 of employers say they’ve made a successful shift to remote work. Most businesses are settled into these remote and hybrid work arrangements going into 2022, and many are evaluating where they can make improvements to their telecom and IT infrastructure. . Sound like a familiar undertaking? You might need the support of a managed cloud services provider (MCSP) like Momentum.

Telecommunications 98

Telecommunications Construction Service level Technology 98

Nicereply

JUNE 6, 2022

Everything you need to know about Customer Effort Score – why is so important and how to measure it. A new month rises a new topic! Let’s talk about a popular survey type known as the Customer Effort Score (CES) and discuss what it is; when to use it; and why it’s so important for your brand. What is the Customer Effort Score (CES)? Customer Effort Score is a metric used to evaluate how easy customers thought it was to get a resolution to their recent contact.

Customer effort 98

Customer effort Benchmark Surveys Consulting 98

ChurnZero

JUNE 7, 2022

This is a guest post by Todd Eby, co-founder and CEO of SuccessHACKER. Those of us who work in Customer Success know just how vital high-powered Customer Success teams are for organizations. Customer Success teams are essential for retaining customers, improving the customer experience, reducing churn, and boosting other crucial metrics. But the question today is: does the rest of your organization understand exactly how important your Customer Success department is to the business?

Education 98

Education Best practices Metrics Sales 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

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Call Experts

JUNE 10, 2022

An HVAC Answering Service offers more than just an automated phone line. We can handle after-hours calls and help desk inquiries and even provide 24/7 on-call services for your HVAC business. . The best part? Highly trained and professional receptionists provide these services with customized service plans. . Like many business owners today, you know how a customer service department can impact your company’s success.

Answering services 98

Answering services Customer Service Management Personalization 98

Kapta Customer Success

JUNE 6, 2022

Analyzing the same thorny, complex challenges from different angles is key to creative problem-solving. If you see key account retention slipping through your fingertips, it's important to dig into the issue; don't just stop at employee performance, unwieldy CRM, or the first cause that crosses your path.

Accountability 97

Accountability CRM Management 97