Quality Contact Solutions

JULY 31, 2020

By Jill Sysel-Barton, Reporting Specialist. Using telemarketing services can have a significant impact on productivity efficiency regardless of the industry. Today, let’s use these the following two scenarios. Start a Conversation. Scenario #1 : In a busy automotive service center, the technicians must answer the phone amid doing oil changes, performing brake checks, and other services as needed.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98

Callminer

JULY 30, 2020

No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have.

Call Center 265

Call Center Customer Service Scripts Coaching 265

CSM Magazine

JULY 31, 2020

Feedback 59

Feedback Surveys 59

Beyond Philosophy

JULY 25, 2020

Mastering the Illusion of Control. Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.

Advertising 393

Advertising Sales Consulting Consulting 393

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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.

Contact Center

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Customer Service 686

Customer Service Feedback Customer Experience Marketing 686

Callminer

JULY 29, 2020

A panel of customer service experts and call center professionals explain how call center reps should address complaints about bad customer service.

Call Center 207

Call Center Customer Service call center professionals 207

Contact Center Pipeline

JULY 28, 2020

Technology 200

Technology Management 200

ShepHyken

JULY 28, 2020

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

Education 293

Education Customer Service Customer Experience Management 293

GetFeedback

JULY 25, 2020

Nine ways for CX and Marketing teams to work better together in optimizing the customer experience.

Marketing 166

Marketing Customer Experience 166

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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.

Analytics

ProProfs Blog

JULY 30, 2020

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem. Marketing and research teams spend countless hours analyzing data to identify ways to create attractive and engaging surveys to collect maximum responses.

Surveys 145

Surveys Feedback Marketing Customer Support 145

Contact Center Pipeline

JULY 31, 2020

There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to top the list with topics covering on-hold options, work-from-home tips, customer care and proactive customer service. Also among the Top 5 was the first installment of a new blog series by […].

Customer Care 147

Customer Care Customer Service Contact Center Call Center 147

ShepHyken

JULY 31, 2020

This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity.

Customer Experience 225

Customer Experience Customer Service Chatbots Upselling 225

Fonolo

JULY 28, 2020

A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began. Consumers rated empathy and responsibility as key factors in determining their perception. Why is consumer perception important?

Wait times 128

Wait times Surveys Contact Center Banking 128

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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.

Contact Center

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.

SaaS 127

SaaS Healthcare Customer retention Enterprise 127

Contact Center Pipeline

JULY 30, 2020

Affordable contact center technology solutions abound in today’s market. Centers can implement cloud-based applications with far shorter lead times than premise-based solutions. They’re especially attractive for companies with limited IT resources, aging or ineffective systems, and tight budgets. But you still need to do your due diligence to make sure you get what you want […].

Contact Center 147

Contact Center Technology Marketing Service level 147

ShepHyken

JULY 27, 2020

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. Traditional vs. frictionless payments: Will customers trade security for convenience? by Pat Shea. (Retail Customer Experience) Since the start of the COVID-19 pandemic, many consumers, especially those who never shopped online before, turned to online payments out of

Journey mapping 147

Journey mapping Customer Service Customer Experience Marketing 147

Concentrix

JULY 28, 2020

Concentrix Experience Platform (XP) digital self-service and cloud solutions make everyday interactions fast, easy, and convenient. The post Concentrix XP: Bring Extraordinary Experiences to Life appeared first on Concentrix.

Self service 118

Self service 118

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!

Customer Experience

Tethr

JULY 31, 2020

Call centers are notorious for being one of the most demanding and stressful jobs out there. Agents deal with high call volumes, infrequent breaks, angry customers and a lack of resources. When the stress of the job starts to take a toll, the position lives up to its reputation as one of the highest turnover fields due to reps burning out rapidly. According to one study, 74 percent of call center reps are at risk for burnout. 30 percent of those individuals are at severe risk of burnout.

Contact Center 115

Contact Center Call Center Upselling Management 115

Contact Center Pipeline

JULY 29, 2020

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at the gaps that the pandemic exposed between digital and human service delivery, and the role AI-driven technology can play in contact center recovery and resiliency. In Part 1 of this series, […].

Contact Center 147

Contact Center Technology Chatbots Call Center 147

Nicereply

JULY 28, 2020

Feature requests don’t need to be a sore spot for your customers or your CSAT—you just need to help everyone feel heard. Imagine this scene: a customer reaches out with a feature request. One of your team members kindly but firmly responds, letting them know that it’s not currently a function of your product. When you see their CSAT response, it’s negative, and the comment is about the product rather than the service provided.

Feedback 110

Feedback Personalization Customer Support Surveys 110

TechSee

JULY 29, 2020

Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50. Over his bagel breakfast, he spends a few minutes with his colleagues, rehashing the big game last night, before heading to his first appointment across town.

Enterprise 109

Enterprise Consulting Consulting Customer Care 109

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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.

Totango

JULY 31, 2020

As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success. Yesterday, Totango hosted our third CXO series event for Customer Success executives.

Best practices 108

Best practices Accountability Sales Enterprise 108

TELUS International

JULY 27, 2020

As consumers do more of their retail shopping online amid concerns about COVID-19, now is the time for retailers to optimize their digital customer experience. Discover four strategies to help with the digital shift.

Customer Experience 99

Customer Experience Customer Service 99

Eptica

JULY 29, 2020

Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 2. Published on: July 29, 2020. Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it com

Customer Experience 98

Customer Experience Airlines Best practices Personalization 98

Hero Digital

JULY 31, 2020

In this episode, we talk to Jamie Moldafsky, Chief Marketing Officer at Wells Fargo. Moldafsky sheds lights on the changes in customer preferences and needs since the start of the pandemic, and how the company has responded. Listen in to hear Moldafsky’s three pieces of advice for achieving customer experience success, even in the midst of a global crisis.

Marketing 98

Marketing Customer Experience 98

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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.

Customer Experience

CSM Magazine

JULY 30, 2020

To have a successful business, you’re going to need to use marketing strategies to attract new customers and keep loyal ones excited about shopping with you. There are many ways to advertise your company now with the digital world we live in. Some of the best ways to utilize your go to market strategy are with social media, emails, and advertisement.

Marketing 97

Marketing Advertising Sales Customer Service 97

Jon Arnold

JULY 30, 2020

Well, this was fun! Rob Scott and his team at UC Today did a great job putting this broadcast together, which just aired now on their website. I was one of the six judges, so I’ve been part of the process going back a few months, and now we get to enjoy the results and share the good news. Aside from viewing the ceremony on their website, fyi, it’s also been posted to YouTube.

Personalization 95

Personalization Contact Center 95

LiveVox

JULY 31, 2020

At this point, cross-selling itself is well-documented as a no-brainer, being probably the simplest thing that a business can do to significantly increase revenue. Its strategic importance, particularly for financial institutions, has only grown in recent years. In simple terms, you have a wildly higher chance of converting existing customers when compared to new prospects […].

Analytics 93

Analytics Customer Experience 93