This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether
Statistics from the National Retail Foundation found that a staggering 20 to 40 percent of yearly sales for small and mid-sized retailers take place within the last two months of the year. Additionally, a study from LiveChat found that on average, retail websites receive 63 percent more visits during the holiday season - and can expect up to 120 percent more website visits on the busiest days.
Good call handling skills are necessary when handling inbound sales calls, but what are best practices for having an effective strategy? Inbound call handlers have a lot of responsibilities when answering the phone at your business. They must make sure to answer promptly, greet the caller warmly, and inevitably book that caller into an appointment for your business by the end of the call, only to do it all over again when the phone rings next.
For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for many centers. Yet contact centers face labor markets that are not conducive to hiring and retaining great agents. Our Future of the Contact Center Survey put Robotic Process Automation (RPA—aka Agent […].
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!
Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Your support team must hear your customers and offer solutions, all while speaking authentically with your brand’s voice, values, and intentions.
Part 1: Workload Forecasting Skills. In contact centers today, roughly 65% to 75% of the total operating cost is consumed through paying the frontline staff. For that reason, the biggest opportunity for contact centers to manage or reduce cost is to optimize the utilization of their frontline workforce. To do this, most contact centers today have a workforce manager or an entire workforce management (WFM) department.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Part 1: Workload Forecasting Skills. In contact centers today, roughly 65% to 75% of the total operating cost is consumed through paying the frontline staff. For that reason, the biggest opportunity for contact centers to manage or reduce cost is to optimize the utilization of their frontline workforce. To do this, most contact centers today have a workforce manager or an entire workforce management (WFM) department.
In a blog post, we published on our site in January of 2018, we talked about how artificial intelligence was reshaping the call center industry. In that post, we shared out opinion about how customer service was and is going to be impacted by the use of artificial intelligence and automation going forward. In this post, we see the current scenario and see how the customer support teams that do the work at the ground level are being impacted by AI and whether they should be worried about it.
When you think about customer experience, your ideas for improvement most likely center around the part of the process that involves directly serving your consumer. Whether it is selling a product or rendering a service, this is the bread and butter of most business operations, so it is where they put their focus in terms of creating a great experience for consumers.
Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult.
The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.
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.
People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules. There are certain unchangeable facts about any business. In the contact center, our business is people. On the surface, it may appear that our business is service, infrastructure or technology. But, […].
Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. The TV went on, but there was no cable or Internet signal. There was an outage. Obviously, the cable company didn’t do this on purpose.
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.
Are You Looking to Hire a Call Center? Has your call volume reached new heights, or are you looking for a new way to generate leads? Hiring a call center is the perfect solution to handle a high volume of calls. Call centers let your business continue to thrive by taking the load. Outsourcing your … Looking To Hire A Call Center? Read More » The post Looking To Hire A Call Center?
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.
Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life. And loyal customers are incredibly valuable, as they often spread positive word-of-mouth about your company and help secure future revenue.
A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge.
The internet has made a lot of things possible. Movie and music streaming, online banking, e-commerce and social media are just some of the benefits that come to mind. The internet has also allowed people to work anywhere, either on their own or in virtual teams. You can now work from any location in the world, led by a team leader who will oversee your work.
Want to terrify everyone at your work Halloween party ? Ask them if they’re sure they know where to find the latest positioning information. Here at Guru, we LOVE a good scary story, so turn down the lights, grab some candy corn, gather round the Keurig, and prepare to be spooked.
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.
Next in my series of Solving the most common Call Center Problems (also read Solving the Most Common IT Call Center Problems) ?is the Operations Team’s perspective. Once the IT department has looked at the feasibility of the call center software, the operations team’s job starts. These are the people on the ground, the ones … Solving the Most Common Operational Call Center Problems Read More » The post Solving the Most Common Operational Call Center Problems appeared first on Ameyo.
Last week on our podcast , host Jim Freeze and Susse Jensen, Senior Experience Designer at Adobe, discussed voice design and how businesses can intelligently design voice interface to result in intuitive, effective customer experiences. But before looking at how voice can be designed to support your customers and their experiences with your brand, it’s important to look at why companies should continue to use voice in a seemingly digital-first world. .
Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. (CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience.
Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience.
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.
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.
This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business.
Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization. Motivated by the introduction of a new […].
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
67 
Let's personalize your content