Contact Center Pipeline
SEPTEMBER 7, 2022
All of us rely on the selfless nonprofit organizations that exist to help others in need, whether directly or indirectly, by their actions that make a difference in others’ lives and, by extension, in our own. That includes the staff but also the many volunteers who work for them, including in their contact centers. The […].
Beyond Philosophy
SEPTEMBER 8, 2022
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Callminer
SEPTEMBER 9, 2022
A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage performance and improve efficiencies using technology.
Comm100
SEPTEMBER 4, 2022
Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior cust
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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.
Steve DiGioia
SEPTEMBER 5, 2022
Job descriptions expect it. Social media “influencers” claim it. And we listen to those we assume are one. An “expert”. But who is really an expert? What Are the Requirements to be an Expert? Is it someone who has multiple advanced degrees and took place in hundreds of clinical trials but has never worked outside of academia adapting to real-world market conditions?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Kayako
SEPTEMBER 9, 2022
Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies accelerated their digital technology initiatives. McKinsey reports that some companies achieved seven years of progress in less than a year. Innovating the customer service experience at a rapid pace continues, especially from the customers’ point of view.
Beyond Philosophy
SEPTEMBER 3, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement
Callminer
SEPTEMBER 6, 2022
Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement.
ShepHyken
SEPTEMBER 9, 2022
This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years. Customers engage with businesses through various means, such as email, social media, and text.
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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.
HelpCrunch
SEPTEMBER 6, 2022
You’ve got a new message – this phrase triggers many customer service reps’ emotions, from a sigh of relief to eye twitching. Why does the second scenario happen? Well, let’s see… I would say that [ … ]. The post 7 Shared Mailbox Best Practices: Keep Your Team on the Same Page appeared first on HelpCrunch blog.
Totango
SEPTEMBER 6, 2022
What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.
Callminer
SEPTEMBER 8, 2022
Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strategies.
ShepHyken
SEPTEMBER 7, 2022
In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. We almost always get Amazon as an answer. One of its success traits is communication. When a customer places an order, he or she is immediately notified by email. Another email is sent once the order ships with tracking information.
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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.
Solvvy
SEPTEMBER 7, 2022
We live in a new era of expectations. Customers want accuracy, speed, and convenience when they’ve got an issue that needs to be resolved. That makes great CX essential, and we all know it when we experience it. We want fast accurate support and resolutions—24 hours a day, 7 days a week, 365 days a year—across every channel. . In fact, research shows that when brands provide customers with accurate answers and resolutions in real-time, customers are 30% more likely to make a pu
COPC
SEPTEMBER 9, 2022
WINTER PARK, Fla., Sept. 8, 2022 – COPC Inc. is pleased to announce a new partnership with the Contact Centre Management Group (CCMG) in South Africa. This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. “The CCMG is very proud to partner with COPC Inc.,” says Sharon Haigh, CEO at CCMG. “Our quest to deliver global best practices with our designation
Working Solutions
SEPTEMBER 8, 2022
Technology – and worldwide health crises – are changing the way restaurants do business. The pandemic forced restaurants to rethink how they operate. Thanks to innovative tech tools, restauranters quickly pivoted and adopted new methodologies to continue to serve customers. With the success of that modernization, it’s time to look at the next big thing […].
ShepHyken
SEPTEMBER 5, 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. 4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. (CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answe
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!
ChurnZero
SEPTEMBER 8, 2022
This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them!
TeamSupport
SEPTEMBER 8, 2022
Imagine you just bought a brand new guitar and you’re ready to shred. Your amp is on and set high, your cords are all plugged in, you’re ready to jam. You strum an E major chord only to find that it plays an F minor – not good. You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe.
kommunicate
SEPTEMBER 7, 2022
Last Updated on September 7, 2022 If you’re like most marketers, you’re always looking for ways to improve your return on investment. And if you’re thinking about adding a chatbot to your website, you’ll be happy to know that chatbots can deliver some serious ROI. But before calculating your chatbot ROI, you need to understand [.]. The post How to Calculate Your Chatbot ROI appeared first on Kommunicate Blog.
ShepHyken
SEPTEMBER 6, 2022
Creating a Frictionless Customer Experience. How to Engage the “Whole of Business” to Solve Customer Issues. Shep Hyken interviews Bill Price, Amazon’s first global vice president of customer service, founder and president of Driva Solutions , and co-author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. He shares how organizations can engage the “whole of business” to create a frictionless experience.
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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.
Netomi
SEPTEMBER 3, 2022
Due to a last-minute cancellation, a traveler from Vancouver, BC was forced to book a flight that cost four times the amount of her original ticket ($960 CAD instead of the original $250 CAD). While she was booked on a replacement flight scheduled to depart days later, this interfered with her larger plans, an “adventure of a lifetime” to Australia.
TeamSupport
SEPTEMBER 6, 2022
Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. If you didn’t raise your hand at all – and not only because you are in a public space and are wary of strangers seeing you perform erratic movements – then you better quickly learn why your B2B business needs to be customer centric.
kommunicate
SEPTEMBER 9, 2022
Last Updated on September 9, 2022 What is Zendesk used for? Zendesk is a well-known, fully-featured client service solution, very popular with businesses looking to improve their customer support strategy. A wide spectrum of enterprises, from large corporations to small startups use this reliable cloud-based customer support software. The Zendesk customer support platform helps enterprises [.].
Nicereply
SEPTEMBER 6, 2022
A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. It’s an ever-evolving field, which means it’s critical for support leaders to keep an eye on other companies’ experiences and trends.
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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.
AWS Machine Learning
SEPTEMBER 8, 2022
Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.
Advantage Communications
SEPTEMBER 9, 2022
If you’re thinking about outsourcing your customer service program in full, or in part, to a contact center, it’s important to have a well-thought-out implementation plan. That’s the only way to ensure a smooth launch and a successful call center integration.
VirtualPBX
SEPTEMBER 7, 2022
Communication apps are one of the most popular methods of communication in today’s world. Unlike desk phones, communication apps don’t require you to be tethered to a desk to operate your business. All you will need is an internet connection and an internet-capable device. Furthermore, modern communication apps can offer more than voice calls.
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