Contact Center Pipeline
MARCH 23, 2021
For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated that trend at lightning speed as contact centers around the world were shut down to comply with stay-at-home orders and forced to enable associates to work remotely almost overnight.
CCNG
MARCH 23, 2021
Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Outsourcing has reduced costs and made customer service more accessible, but it hasn't solved the three fundamental problems of contact centers: Predicting call center capacity is a challenge: Even with the best workforce management tools, it is difficult to predict customer calls' volume and schedule the right amount of agents to handle fluctuating customer demand.
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TechSee
MARCH 24, 2021
With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway. In Part 1 of this 2-part series, we explored the key trends driving this transformation and the benefits organizations can expect when they include the visual element in their digital transformation efforts.
ShepHyken
MARCH 24, 2021
This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view. Today’s lesson is about the exciting topic of measurement and data.
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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
MARCH 22, 2021
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. When we have these processes down pat, we believe that’s “all we need” to ensure a steady stream of satisfied customers. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.
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
MARCH 26, 2021
Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. Before we get into the rules, it’s essential to know what you’re aiming at and why.
ShepHyken
MARCH 26, 2021
This week we feature an article from Victor Blasco , CEO of Yum Yum Videos. He writes about how creating a company culture video helps your business to build stronger relationships with your customers. When we think about the advantages that small business es hold against big compan ies, the first thing that comes to mind is the close relationship with their customers.
Contact Center Pipeline
MARCH 25, 2021
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations looking for new market differentiators have identified customer service and experience as an opportunity to stand out amongst the crowd, and have transformed this former cost center into a revenue driver […].
Win the Customer
MARCH 22, 2021
Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and trac
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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.
Beyond Philosophy
MARCH 26, 2021
Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here. Consider this. You and some friends decided to go to see a movie. As you enter you are asked to prove you have had the vaccine, only people who have had the vaccine can enter.
ShepHyken
MARCH 22, 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. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. (CMSWire) ECM and content services, while related, are not the same.
Contact Center Pipeline
MARCH 24, 2021
Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater. An agent’s job will soon require a higher skill level because […].
Fonolo
MARCH 25, 2021
We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? It’s more important than ever to pay attention to your staff and motivate them on the daily. Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change.
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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.
Beyond Philosophy
MARCH 20, 2021
You might be surprised to learn that when golf courses make less revenue, Disney World’s attendance goes up. You might also find it weird that Mississippi’s marriage rate correlates 99.3% with the US per capita consumption of whole milk. Perhaps most shocking is the fact that more people die of fire, smoke, and flames in years when Nick Cage is in fewer movies.
ShepHyken
MARCH 23, 2021
The Customer Love Formula. How to Make Your Customers Love Doing Business with You. Shep Hyken interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. They discuss how valuable customer love is to succeed in an ever-changing world of business. Top Takeaways: The reality of today’s digital world is that the transformation of technology is never done.
Nicereply
MARCH 23, 2021
Staying on top of new customer service trends can be exhausting. Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. Plus, it’s really nice to be inspired every now and then!
Russel Lolacher
MARCH 22, 2021
You have employee experience superpowers and you may not even know it. I’m a super hero nerd. I grew up on Marvel comics and reading about the latest adventures of Spider-man, Avengers and the X-men, and with the rise of Marvel movies I’m a very happy, happy boy. Watching these extraordinary people show the world their astonishing abilities is fun to watch.
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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.
Fonolo
MARCH 23, 2021
Running an effective call center is all about resolving customer issues in a timely fashion. One of the best Key Performance Indicators (KPIs) to reflect this is Average Speed of Answer (ASA). In this guide, we’ll walk you through the basics of ASA, why it’s important, and how to calculate it. How to Overcome Challenges with Your Call Center Metrics How to Overcome Challenges with Your Call Center Metrics.
TELUS International
MARCH 22, 2021
Discover why co-innovation is an instrumental strategy in accelerating digital transformation for better business and CX outcomes.
Toister Performance Solutions
MARCH 25, 2021
Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash. To say I ordered a lot of Domino’s was an understatement. I ordered A LOT of pizza. And when I wasn’t ordering Domino’s, my friends were.
HelpCrunch
MARCH 24, 2021
Customer relationships sound like too an intangible notion to measure. It operates in the world of emotions, moods, undertones, and spur-of-the-moment decisions. And building customer relations is exactly what customer service teams do. That’s why [ … ]. The post 8 Best-in-Class Customer Service Metrics to Gauge Your Work appeared first on HelpCrunch blog.
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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.
delighted
MARCH 23, 2021
It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.
Tethr
MARCH 22, 2021
This material originally appeared as part of our Learning Series podcast on B2C sales. Listen to the original here. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In this learning series, we’re going to be going into a lot of detail around the research and some of the findings that went into our recent HBR article by the same title , co-authored by myself, Matt Dixon, Ted McKenna, and our colleague, Tom Shepherd. .
TeamSupport
MARCH 23, 2021
A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. However, most companies do not offer great customer experiences.
inSided
MARCH 26, 2021
You know all about product-led growth (PLG) already. It’s been ruling the SaaS world for years. But there’s a new kid on the block: Community-led growth. And it’s about to take off. More and more B2B companies are starting to realize how building communities contribute to their bottom line, reduces costs, and drives growth. Even VC firms have opened their eyes to community, with Grayscale stating that “we have been seeing a big underground trend emerge in our portfolio companies – growth coming
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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp
Hero Digital
MARCH 26, 2021
Hero Digital, a leading digital customer experience (CX) company and Platinum Adobe Solution Partner, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors. The new solution, ExP, advances Hero Digital’s mission to humanize customer experience and create value for people — and for the businesses that serve them.
Quality Contact Solutions
MARCH 25, 2021
Aurora, NE (March 25th, 2021) Quality Contact Solutions, Inc (QCS) , a leading outsource telemarketing company in the U.S., is pleased to announce that Erin Langenberg has joined the organization as Implementation and Quality Assurance Manager. Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination.
Working Solutions
MARCH 23, 2021
Nearly 17 years ago, when Billy West joined Working Solutions, he was a rare breed in the brave new world of virtual contract outsourcing–an IT guy. “In the early days, the IT ranks were pretty sparce,” Billy recalled. “You had me, one young existing IT person and a Russian programmer. That was it.” Today, as […].
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