Contact Center Pipeline
MAY 28, 2020
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future? While many policies and processes will eventually move closer to what they were before the […].
Fonolo
MAY 26, 2020
Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business? The first step is to consider the root problems — the vast majority of challenges you will encounter boil down to customer experience, call distribution, technology, and the we
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ShepHyken
MAY 29, 2020
This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Sadly, many people think that it’s all about just giving the customer what she wants, saying “yes,” and bending over backwards for her.
Beyond Philosophy
MAY 28, 2020
It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.
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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.
Callminer
MAY 26, 2020
Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 27, 2020
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap , one that results from incomplete information.
Beyond Philosophy
MAY 23, 2020
The Surprising Power of Ideas That Don’t Make Sense Part 1. If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent. However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn’t make sense, will be a way to create competitive differentiation that you would otherwise not have.
Callminer
MAY 27, 2020
At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potent
GetFeedback
MAY 28, 2020
The 8 steps to creating a successful post-purchase survey plan.
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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 26, 2020
Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology. Top Takeaways: Many customers believe that companies don’t care about customer service.
Contact Center Pipeline
MAY 26, 2020
Callminer
MAY 27, 2020
Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics.
GetFeedback
MAY 24, 2020
The most prominent challenges of running a cross-functional CX team and how to overcome them.
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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.
ShepHyken
MAY 25, 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. How to calculate your customer retention rate by Bryce Baer. (Zendesk) Churn happens. But a company shouldn’t run from its churn rate.
Contact Center Pipeline
MAY 27, 2020
For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good or bad our contact centers were, on a yearly basis, and figure out what to do next. Let’s not waste this reflective opportunity, and instead let’s change our way of thinking […].
Callminer
MAY 26, 2020
This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.
Steve DiGioia
MAY 28, 2020
As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers. These tips are called “Tips on Thursday” The goal of these tips is to provide my dedicated readers with actionable tips that can be shared with their friends and fellow employees and can be used in any industry to start their day with a focus on providing the BEST service and experience for their customers.
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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.
ProProfs Blog
MAY 28, 2020
People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken. No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . However, brand loyalty has become just another ‘buzz-phrase’.
Callminer
MAY 25, 2020
Here are some of the best metrics a call center can start with to inform growth strategies and track performance.
SharpenCX
MAY 26, 2020
It’s common for some business leaders to view their contact center teams as an afterthought. This isn’t helped by contact centers’ notoriously high turnover rates. Call center jobs are, too often, chalked up as entry-level roles. And sometimes, customer service teams are written off because the staggering turnover rates make execs think it’s a lost cause to invest in agents.
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ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
CSM Practice
MAY 28, 2020
What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them.
JustCall
MAY 26, 2020
Cold calling is undoubtedly the most challenging part of inside sales. But, did you know that 92% of all customer interactions happen over the phone? Being prepared with a cold calling script can be helpful. Not only are you more confident in making the offer. You are also able to navigate through every conversation smoothly. In this blog, we will take you through cold calling scripts you can use for creating your sales pitch.
Integrity Solutions
MAY 28, 2020
The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale. It’s motivating and rewarding. However, the allure of “getting the win” can also be a potential trap for some of us.
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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.
ProProfs Blog
MAY 29, 2020
What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer. . Turn the clock back a few decades ago, and these interactions were limited and easy to track. However, the current scenario is not that simple in terms of interactions. Marketing, PR, third party sites, online reviews, etc. have scaled operations to such an extent that as marketers, a lot of times, you’re not even sure what your touchpoints are.
TechSee
MAY 26, 2020
The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers.
Nicereply
MAY 26, 2020
Find a balance of the two to paint a holistic picture of your team across the board—they are more than just numbers—and then make the solid case for keeping them. Support is important—we all know this. But customer service and support are usually the first places that, when the going gets tough, team members are forced to get going. In our current economic landscape, many companies are doing lay-offs, furloughs, or trying to find ways to run a leaner ship, and it’s possible that there’s been som
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