Contact Center Pipeline
SEPTEMBER 15, 2021
We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the convenience of Amazon’s one-click ordering and speed of delivery, the relief of hearing that a Genius Bar representative at the Apple store can fix your device, the authenticity of Zappos, and […].
ShepHyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.
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Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more.
Myra Golden Media
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!
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.
Contact Center Pipeline
SEPTEMBER 14, 2021
Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.” The competition for contact center resources has never been greater; this puts contemporary frontline-focused organizations as the most likely to succeed in recruiting and retaining staff. You want to make sure that it is […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 11, 2021
You probably didn’t mean to do it. You were just trying to market the latest brand effort to your new and existing customer base. You were doing your job; getting the message out. Unfortunately, your marketing inadvertently damaged your customer focus. However, marketing isn’t the only area to blame for the problem. How you segment customers also contributes to this damage, as well as how well you understand your customers’ expectations of you.
Myra Golden Media
SEPTEMBER 17, 2021
We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.
Callminer
SEPTEMBER 13, 2021
Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service.
ShepHyken
SEPTEMBER 13, 2021
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. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.
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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.
Fonolo
SEPTEMBER 16, 2021
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.
Contact Center Pipeline
SEPTEMBER 16, 2021
Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who grew up on “Star Wars,” the ever-present and droids C-3PO and R2D2 painted a picture of quasi-living computers as companions. More recent audiences, meanwhile, might look to Tony Stark’s JARVIS (Just […].
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea
ShepHyken
SEPTEMBER 17, 2021
This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace.
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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.
Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business.
SharpenCX
SEPTEMBER 16, 2021
Companies like yours constantly look for ways to optimize productivity. How can you handle more interactions in less time? What can you do to scale your service with less budget? And how can you give customers the best service, raising KPIs month over month? But, to paraphrase Shakespeare, too much of a good thing is too much of a good thing. Over-optimizing your operations, while seemingly a good idea, can totally bust your operations.
Outsource Consultants
SEPTEMBER 14, 2021
There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to it. But why would anyone worry about potentially high sales volume? It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters.
HelpCrunch
SEPTEMBER 14, 2021
Imagine, you are a soap seller with thousands of customers. If one of them switches to a competitor, you barely feel the difference. Oppositely, if you are offering an issue-tracking SaaS solution to 50 business [ … ]. The post B2B Customer Service: Definition & Best Practices appeared first on HelpCrunch blog.
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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.
Nicereply
SEPTEMBER 16, 2021
Using Natural Language Processing, Sid believes that you can activate that idle data and generate improvements across your organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support Data is a very underutilized resource. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors.
SharpenCX
SEPTEMBER 14, 2021
More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And, with remote work, employees are working more than ever before. At this point, nearly 50% of American employees consider themselves workaholics. Add in new working conditions and shifting protocols, and it’s easy to see why employees are overwhelmed.
Eptica
SEPTEMBER 17, 2021
Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Published on: September 17, 2021. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.
ConvergeOne
SEPTEMBER 15, 2021
Earlier this year, ConvergeOne’s Gabrielle Lukianchuk (Vice President, Marketing) and Tim Femister (Vice President, Digital Infrastructure) were featured on Designing Spaces airing on Lifetime TV. The segment (which you can watch here ) centered around hybrid working trends and the security issues that have arisen due to the major shift in the way we work over the past year.
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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.
Nextiva
SEPTEMBER 15, 2021
Without a formal call center strategy, what are your chances of providing the best customer experience? If your answer is anything less than optimal, you’re not alone. While there aren’t any stats on how many businesses fail without a set strategy, the importance of documenting call center processes tends to get lost when you don’t […]. The post Call Center Strategy: How Do You Build One That Sticks?
Babelforce
SEPTEMBER 15, 2021
Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 Start training early.
inSided
SEPTEMBER 16, 2021
This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it! Digital customer success has been a hot topic lately. Let’s start by defining what digital customer success is, and for this, I’m going to quote Brian LaFaille ’s definition as I believe it is the most straightforward and si
Help Scout
SEPTEMBER 16, 2021
These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.
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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.
Nicereply
SEPTEMBER 14, 2021
If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members. As humans, we like to avoid pain. This is a survival mechanism that has kept us alive for many years. People without the instinct to avoid things that might hurt tend to die early in life. For example, the first caveman who ignored the teeth and tried to cuddle a saber tooth tiger didn’t survive to tell us about it.
Hodusoft
SEPTEMBER 14, 2021
HoduCC Named Best Telemarketing Software By Digital Dot com. Little did we know five years back, when HoduSoft started its journey that we will become part of the growth stories of the most enterprising companies in the world. The latest recognition comes from Digital.com. HoduSoft’s HoduCC omnichannel contact center software has been named as the best telemarketing software by the online review platform, Digital.com.
Comm100
SEPTEMBER 13, 2021
Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.
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