Fonolo
MAY 13, 2021
Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. But achieving a strong ROI is easier said than done. The ROI of Call-Backs for Your Call Center.
Totango
MAY 14, 2021
Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Here are five of the most important ones and how to calculate them. Customer Retention Rate. Your most fundamental key performance indicator for tracking and managing retention is your customer retention rate (CRR).
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Toister Performance Solutions
MAY 13, 2021
Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Each faced multiple risks and worries. Long wait times increased complaints. Irritated customers were at risk of leaving. Overwhelmed contact center agents were at risk of quitting. Staffing alone isn't the solution. It's hard to find and train qualified agents fast enough.
ShepHyken
MAY 11, 2021
Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: . Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process.
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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.
Callminer
MAY 10, 2021
Read about CallMiner's new brand identity. The new brand is a natural evolution as CallMiner continues to grow as the leader in conversation analytics and business performance improvement.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training. 2020 changed where and how we work, and especially how we learn to work.
ShepHyken
MAY 12, 2021
During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If you’ve been following my work, you already knew that.). In the speech, I’ll ask audience members to share an example of when they created that experience.
Myra Golden Media
MAY 14, 2021
Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. A woman flipped me off and said something profane. Many customers don’t acknowledge me when I politely tell them to wear a mask. What advice can you give me for enforcing a mask requirement while getting the respect I deserve?”.
Beyond Philosophy
MAY 12, 2021
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year?
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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.
CX Global Media
MAY 13, 2021
Prototyping Customer Experiences with Stories – CX Quick Tips on CX Global Media TV with Mike Wittenstein Prototyping Customer Experiences with Stories in 10-minutes or. Read more. The post Prototyping Customer Experiences with Stories appeared first on Customer Experience Strategy and Tactics.
ShepHyken
MAY 10, 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. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. (CustomerThink) How do you, as a business owner, introduce processes and initiatives to streamline your customer support in order to win over your customers?
Contact Center Pipeline
MAY 13, 2021
In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries. AI has gotten good at doing many jobs that we previously thought only humans could handle: “diagnosing disease, translating languages and providing customer service—and it’s improving fast,” they asserted. Indeed.
Call Design
MAY 14, 2021
IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control back in 1973, although the technology was certainly in its infancy, and considered expensive and difficult to implement.
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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.
CX Global Media
MAY 13, 2021
Customer Service Must-have Skills [25 Skills] These 25 skills are the basic customer service must-have skills that you should have in order to excel in the customer service industry. Customer service professions are one of the most difficult professions in the world. This is because the jobs revolve around dealing with people and human beings. The post Customer Service Must-have Skills [25 Skills] appeared first on Top Customer Service and Experience Insights.
ShepHyken
MAY 14, 2021
This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience. If you think brands can get away with a shoddy, below-average customer experience and put the blame on COVID-19, consider this: “Post-COVID, 59% of consumers care more about customer experience when they decide what company to support or buy from” In
Contact Center Pipeline
MAY 12, 2021
For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently. For example, agents, having been sent home at the start of the pandemic […].
TELUS International
MAY 11, 2021
Modernizing your company's IT doesn't have to be expensive or complicated. Discover the short- and long-term benefits of updating your IT infrastructure now.
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!
Taylor Reach Group
MAY 11, 2021
by Patricia Ballantyne. Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization.
TechSee
MAY 12, 2021
Getting up close and personal with the founders of Techsee, Eitan and Amir . May 12th will mark six years since TechSee’s founders set out on a mission that seemed to critics – at the very least – to be a bit, well, far fetched: to build tech that went beyond the dumb chatbots to which we’ve all grown accustomed and make something far better.
Contact Center Pipeline
MAY 11, 2021
Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies have recognized the contact center’s role as a critical connection point to their customers and are shifting their strategies accordingly. Notably, businesses can use their contact centers to offer excellent customer […].
OctopusTech
MAY 8, 2021
Customer support Outsourcing is one of the major challenges that seasonal businesses suffer each peak season. Whereas, in the off-season, companies can forge plans and optimize all the resources for the approaching high sales period. Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. To offer top-notch CX in high-demand seasons, businesses must ensure that they have a dedicated team for customer support.
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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.
Help Scout
MAY 12, 2021
Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.
TechSee
MAY 10, 2021
Here at TechSee, we are incredibly proud of what we’ve created and what it has to offer. In the span of only six years, we’ve established ourselves as the market leader in visual assistance, selling to more than 100 Tier-1 leading enterprises worldwide. Our patented Computer Vision technology uses AI and AR to install and fix technical devices like routers and appliances in the most straightforward and cost-effective way.
Fonolo
MAY 11, 2021
With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. Underserved and angry customers can easily take to Twitter, Facebook, or any number of digital channels to publicly ‘out’ companies like yours for falling short, especially when it comes to your product or customer service offerings.
Nuance
MAY 11, 2021
Over the past decade, Nuance and its customers have won more than 50 Stevie Awards worldwide for achievements in customer engagement, biometrics, and healthcare. While reflecting diverse applications in multiple industries, the common element in each award is how our customers use our state-of-the-art conversational and ambient AI technology and solutions to amplify their ability [.
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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.
Help Scout
MAY 14, 2021
When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.
GetFeedback
MAY 13, 2021
How CX leaders embark on the journey of asking, listening, and acting on customer insights.
Inbenta
MAY 14, 2021
WhatsApp chatbot and check-in. GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Still unprecedented in the segment, the platform was launched at the end of last year. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.
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