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Build vs. Buy. The epic question faced by IT leadership everywhere. With the Project Management Institute (PMI) painting a bleak picture of in-house IT projects – indicating that 14% of IT projects fail outright, 31% don’t meet their goals, 43% exceed their initial budgets, and 49% were delivered late – the facts on the ground show that it’s not always a question of whether your team can do it, it’s about whether they should.
It’s one of the great puzzles of the customer success world: How do I measure quality assurance (QA)? We’ve all tried to solve for this in one way or another over the years, incorporating solutions like post-call surveys, real-time agent scoring (ouch!), and reviewing a small sample of calls each month—all with varied results. Unfortunately, with the volume of interactions most reps handle these days, QA is really hard.
Contact centers are the best partners for vaccine clinics and medical centers with the significant change in business and patient requests since coronavirus, Covid-19. According to the WHO , there are over 106 million confirmed cases across the world. This disease’s rapid spread has created unforeseen challenges for the people left to treat the symptoms and answer questions.
In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.
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.
You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. That experience in show business gave me the stage chops to start my business as a professional speaker. I share this background to give you some context.
Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.
In 2021 we are seeing some shifts with people asking about certain functionality, as it relates to the work from home or situation. Yes we've always had work from home agents, they've been anywhere from 10%, 15%, maybe as high as 20% in most contact centers in terms of the overall work staff.but with the (pandemic) work environment, most agree we have never seen anything on this scale!
This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success. 78% of participants believed that improving customer ser
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p
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.
Seamlessly connect feedback data with Salesforce data to gather and act on insights that improve online customer experiences and drive business results.
We all at one time have fallen victim to the clickbait trap. You see an enticing notice that reads something like, “10 Full-Length Photos of Sasquatch Making Snow Angels.” Who can resist? This happened to me when I came across a piece about famous individuals who were still contributing long past retirement age. These included […].
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. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. (CMSWire) Valentine’s Day is approaching.
Being a collaborative leader does not begin with your customers. It begins with the team you work with. In customer experience, working with customers means. Read more. The post How to Be a Collaborative Leader and Transform Your Team Collaboration appeared first on Customer Experience Strategy and Tactics.
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.
Digital payments continue to rise in popularity as consumers look for alternate ways to shop safely. Discover how CX is shaping the payments landscape.
For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review of the 2019 biopic movie about the life of Elton John, not coincidentally called “Rocket Man,” my apologies. The Rocket Man reference in this column dates back to my column in […].
Welcome to the MEconomy. Creating the Most Convenient Experience in Customer Support. Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort.
It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. If this sounds familiar, it’s probably time to take a step back and look at the bigger picture. By revisiting your business’ goals and values, you can make a much-needed pivot to improve the impact your call center has on your company — and more importantly, your customers!
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.
Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.
One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of an opportunity, you will find these reactions are present. But is it fear that’s causing you to miss this massive opportunity in your contact center, or something else? During my interview […].
Imagine your most hectic day. You chat with a customer explaining how to upgrade their account and another pile of tickets keeps landing in your inbox. No need to pull your hair out. A well-thought-out [ … ]. The post 62 Useful Live Chat Script Examples for Your Support and Sales appeared first on HelpCrunch blog.
Is your call center suffering from a high turnover rate and disengaged clients? The call center as a whole is invariably plagued by the proverbial revolving door of representatives. Yet some contact centers, individually, manage to retain their top talent. What separates the haves from the have-nots? TeleDirect’s business process outsourcing (BPO) services, including our top-end call center platform and multi-industry flexibility across the entire business continuum, can help to keep your client
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!
Concentrix Ranked #32 for Staff Training and Development Programs Concentrix’ deep investment in its staff and fanatical commitment to helping them grow has landed it on Training magazine’s exclusive 2021 Training Top 100 list for the fourth consecutive year at number #32. A huge leap from our 2020 rank of #58. Training, the leading publication. The post Training Magazine Recognizes Concentrix’ Training and Development Excellence with the Top 100 Award appeared first on Concentrix.
“The cutting-edge service of the WorkSecure Suite is among the most unique offerings of its kind in the marketplace today.”. The post Transparent BPO Solves Work-from-Home Headaches appeared first on Transparent BPO.
Even the best, most highly regarded brands in the world experience service delays or snafus. . When they do, they need to react promptly and appropriately to address the issue, assuage the unhappy customer and boost the odds that the customer will remain a client for the long term. Coupons are commonly used by all types of companies to appease customers when regular communications fail.
Well, 2020 is thankfully in the books. Unfortunately, many of the challenges the Worst Year in History introduced – limited face-to-face meetings, remote work, and more – are still here. Potentially for the long run. If you need to staff your call center with talented representatives, there are plenty of challenges to overcome. Your contact center’s automated and backend services can only do so much.
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.
Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging. Rapid changes to operating models and sales channels have seen many companies build out their contact centres with new staff, while others have moved some of their retail staff to phone, chat, or messaging channels. A big problem for all contact centres has been how to retain staff and reduce attrition.
Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.
“A telehealth program with efficient patient throughput, quality care and effective documentation drives significant financial benefits,” says Dr. Jesse Affonso, Orthopedic Surgeon at Cape Cod Orthopedics and Sports Medicine PC. Dr. Affonso recently did a webinar with me titled, “Optimizing telehealth with AI-powered technologies – protect your patients and revenue.“ In this webinar, we discussed [.
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