Fonolo
JANUARY 28, 2021
Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.
HGS
JANUARY 25, 2021
Ready to modernize your contact center? Assess trends with care. ‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner Hype Cycle.
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Ambs Call Center
JANUARY 25, 2021
“But I DID call! It’s your fault, not mine, that you didn’t get the message.”. Maybe they did call, maybe they didn’t, but either way you, as a manager, have a problem on your hands.
ShepHyken
JANUARY 25, 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. “I Wish the CEO Would Try and Open This F@#!* Package” by Chip Bell. (Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.
Advertiser: ZoomInfo
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.
Beyond Philosophy
JANUARY 29, 2021
Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. When faced with this expectation from my clients, I think of what Prime Minister Winston Churchill told his cabinet after the election: “I have nothing to offer but blood, toil, tears, and sweat.” People read books and
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
JANUARY 27, 2021
Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this: “You’re asking me how your employees can add an avatar to their eLearning profile, correct?
ShepHyken
JANUARY 27, 2021
I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. My response to the question was quick: Empathy , which I have chosen as The Word of the Year.
CX Global Media
JANUARY 27, 2021
Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care. Read more. The post What is Social Customer Care in 2021 [VIDEO] appeared first on Customer Experience Strategy and Tactics.
Beyond Philosophy
JANUARY 23, 2021
We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements.
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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.
Steve DiGioia
JANUARY 28, 2021
Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store. We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted. With patience, poise, and grace, she asked the right “ qualifying questions ” to determine my needs, wants, and desires.
ShepHyken
JANUARY 26, 2021
The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. Top Takeaways: Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real time.
GetFeedback
JANUARY 26, 2021
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CX Global Media
JANUARY 29, 2021
Stephen Johnson once said, “The future is where most people are having fun.” How can you, as a leader, enhance customer experience with play? Companies. Read more. The post Awesome Ways to Enhance Customer Experience With These 3 things appeared first on Customer Experience Strategy and Tactics.
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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.
Contact Center Pipeline
JANUARY 28, 2021
Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. As Einstein once […].
ShepHyken
JANUARY 29, 2021
This week we feature an article from babelforce, a global cloud communications platform. They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. Following best practices and applying hacks has proven fruitful for a lot of contact centers.
TELUS International
JANUARY 25, 2021
Do you know how to provide great customer experiences to the 'everything customer'? Find out how to satisfy the next generation of consumers.
CX Global Media
JANUARY 26, 2021
Contact Center Jobs for Disabled Americans – CX Quick Tips on CX Global Media TV with Kate Brouse According to the CDC, 61 million adults. Read more. The post Disability Contact Center Jobs [VIDEO] appeared first on Customer Experience Strategy and Tactics.
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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.
Contact Center Pipeline
JANUARY 27, 2021
Congratulations! Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes into just nine months. However, the New Year brings new hope for the future. Here are seven contact center New Year’s resolutions to help you get started in 2021. 1.
Customer Service Life
JANUARY 25, 2021
Image by Andrzej Rembowski from Pixabay. In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. My wife, however, threw me a curveball this year when she asked for a Lego set for Christmas. But not just any Lego set.
Eptica
JANUARY 29, 2021
Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Published on: January 29, 2021. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.
TechSee
JANUARY 26, 2021
The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Service leaders are facing the implications of the pandemic in a triple whammy of a changing employee work environment, evolving customer expectations, and the economic/operational impact of the coronavirus pandem
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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!
Contact Center Pipeline
JANUARY 26, 2021
Get the ball rolling” is an idiom that means to start the action, to make the opening move.” Its origin gives America credit for bringing the idiom into general use, starting in the 1840s. During the 1840 presidential campaign, William Henry Harrison employed a gimmick known as Victory Balls. These balls were 10 feet in […].
CX Global Media
JANUARY 27, 2021
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
Russel Lolacher
JANUARY 25, 2021
Are you taking the necessary approach to build customer trust? . “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett. Trust is essential in any good and great relationship. The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers.
Aspect
JANUARY 25, 2021
We recently announced the general availability of Aspect® CXP 20, the leading application for designing, developing and deploying the omnichannel self-service solutions customers demand. In our latest release, we’ve taken the next step in delivering effective omnichannel self-service solutions with the integration of additional natural language understanding engines, enhanced voice capabilities, social chat support and new hosting capabilities for disposable applications.
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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.
Integrity Solutions
JANUARY 28, 2021
It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. There goes the talent, the institutional knowledge, the continuity of relationships, the momentum.
Talkdesk
JANUARY 25, 2021
The post The 5 Stages of Building a Resilient Healthcare Contact Center appeared first on Talkdesk.
Ansafone
JANUARY 25, 2021
Successful businesses have found they need to adapt to the digital lifestyle that their customers are embracing. One of the ways that companies can do this is by ensuring they have an effective online presence. For a business to appropriately interact with their online customers, live chat is one of the fastest ways to communicate … Live Chat as the New Standard for Customer Service Read More ».
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