Helpware
MAY 31, 2022
A study of customer support trends shows that enhancing the overall experience is a key business differentiating factor. Companies realize that it's no longer enough to offer the best service or product. Customers’ feelings about their overall interactions with the company may be more important.
Beyond Philosophy
MAY 28, 2022
How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports.
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ShepHyken
JUNE 1, 2022
The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others.
Callminer
JUNE 1, 2022
Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
CCNG
JUNE 1, 2022
The impact of COVID is receding in the US, and workers for the first time in years are leaving their jobs in record numbers. In April of 2021 the number of workers who quit their job in a single month broke an all-time U.S. record, and in August according to a report from the Bureau of Labor Statistics released 11/21, another record-breaking 4.3 million Americans across a variety of industries quit their jobs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 3, 2022
This week, we feature an article by Rupert Jones, a financial independence geek who believes in the power of networking. He shares tips to help you encourage your customers to give you excellent reviews. As a business owner or freelancer, your clients are your lifeline. You want to do the best job possible, leaving clients raving about you. Some customers will willingly leave positive reviews on your website or other sites, but you may have to encourage other customers to do the same.?
Callminer
MAY 30, 2022
Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications.
Contact Center Pipeline
JUNE 2, 2022
Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Be sure to […].
Eptica
JUNE 1, 2022
Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Published on: June 01, 2022. Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.
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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.
ShepHyken
MAY 31, 2022
Building the Most Customer Obsessed Company On the Planet. There Is No Such Thing as Over-communicating With Your Customers. Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home , one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain issues and other problems, and more.
Totango
JUNE 3, 2022
Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually.
Hodusoft
JUNE 1, 2022
Leverage Auto Dialer Software to Boost Call Connect Rate Most businesses make calls to prospective customers as a strategic part of their operations. In every call center and contact center software auto dialer software outbound feature helps to dial out a set of contacts automatically. However, customer calling is such an overused activity that now, the customers have stopped answering most of the calls.
ConvergeOne
MAY 31, 2022
A privately held bank, First Premier Bank is the twelfth largest issuer of credit cards in the United States. After starting small and growing as an organization and IT department, the bank reached a level where its internal level of expertise and resource availability were no longer where they needed to be. The bank sought a partner with deep knowledge and experience to accommodate its growth requirements.
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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.
ShepHyken
MAY 30, 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. This is Where Rewards Programs Lose Most of Their Members by Jenn McMillen. (CustomerThink) Considering the cost of attracting new customers – one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged en
Kapta Customer Success
MAY 31, 2022
Account management leaders may be tired of hearing about it, but you can't manage what you don't measure. A quarterly business review is a time-tested — and successful — strategy for keeping accounts on your radar and ensuring all of your customers feel supported.
COPC
MAY 31, 2022
The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. They also merit increasing employee engagement initiatives. *COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 are the latest updates.?.
Education Services Group
JUNE 3, 2022
The Reason. Well… we’ve officially entered June—the final month of our second quarter here at ESG, and the final month of this series. For those of you who are still with me and are continuing to read and find value in these rants, thank you. For those of you who I lost as soon as I started talking about flipping spoons to eat ice cream, I’m sorry. While I’ve enjoyed ranting about what I’m most passionate about over the last two months, I thought this week would be an appropriate time to take a
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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.
Call Experts
JUNE 3, 2022
The term customer needs can encompass various things , and when you’re getting started in business, it’s essential to take a step back and think about what your customers want. It’s one thing to offer something they think customers want or even something they say they want—it’s another to understand their actual needs and fulfill them.
NobelBiz
JUNE 2, 2022
Steve Bederman joined CH Consulting Group Founder and CEO Christa Heibel for an intimate conversation about their experiences spanning more than 20 years in the contact center industry core values, the slow tech adoption in the industry and the influence of consulting for contact center success. The post Build Your Business Around Why You Breathe Every Day, with Christa Heibel appeared first on NobelBiz®.
Spearline
JUNE 2, 2022
It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends.
ChurnZero
JUNE 1, 2022
How do you determine product-market fit? What can you do to move ideal buyers through the awareness stages? How can you really get to know your customers? Every entrepreneur entering an emerging market faces these questions which (surprise) have no perfect answer. Finding the right solution takes continuous trial and error, steadfast persistence, and an eye for innovation.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Quality Contact Solutions
JUNE 1, 2022
We are excited to share that Quality Contact Solutions has been named a Top 10 Healthcare BPO for 2022 by Healthcare Business Review , a trusted source by healthcare leaders for information on managing healthcare business and operations. With lower costs and increased efficiencies, business process outsourcing is the perfect solution for healthcare organizations.
Injixo
MAY 30, 2022
A question that new injixo customers frequently ask us is “how quickly will I get up to speed with injixo?” That’s a great question! Just like any other software application, WFM is a case of “no pain, no gain”. There’s no escaping the fact that WFM users must go through an onboarding period before they start to benefit from the system.
Spearline
JUNE 2, 2022
Customer Insight – United World Telecom Technical Support Manager, Alain Rodriguez and Sales and marketing manager, Luke Genoyer, from United World Telecom explain why they use Spearline everyday and how it has helped with their testing issues. Founded in 1996, United World Telecom originally operated as a callback service provider. With a growing customer portfolio and increased demand, UWT transitioned to being a call forwarding service provider over time and created Global Call Forwardi
SQM Group
MAY 30, 2022
Using post-call customer survey data and feedback is a best practice for coaching agents to improve or provide great customer service.
Advertiser: ZoomInfo
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Nicereply
JUNE 2, 2022
Established companies like Apple and Amazon have their own dedicated customer service center to cater to customers’ problems. However, if you’re just starting, social media can provide everything you need for customer service. Social media channels are great since: almost everyone in the world uses them today, you can chat seamlessly with customers on social media.
MiaRec
JUNE 2, 2022
We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers. Let’s take a few minutes and talk about how CCPA changes the way your agents work and what it takes to be CCPA-compliant.
Totango
MAY 31, 2022
Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met. However, a quarterly meeting is often not enough to ensure that your customers are finding value in your product and are on track to achieve their strategic goals, or to alert you to any issues or changes that might need to be immediately addressed.
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