TeamSupport

NOVEMBER 23, 2020

As we approach the Thanksgiving holiday in a year that has been fraught with anxiety and uncertainty, I thought we should pause and reflect on what we have to be thankful for. Here at TeamSupport, we have had an exciting year of new product development, product enhancements, new and improved ways of communicating with each of you, and new members of our team that have come on board to help us grow and better serve our customers in the coming year.

Finance 98

Finance Metrics Feedback Personalization 98

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Their insights were varied and detailed, but we kept hearing one word again and again: empathy. We had to listen to that. Read the Full Industry Report Here: Contact Center Trends 2021. The Crisis has Fostered a Sense of Empathy.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Strikedeck

NOVEMBER 24, 2020

Vincent Manlapaz, in an interview with Jon Triggs talks about how CS has grown in alignment with sales, product, marketing, and engineering teams. This alignment involves strategic thinking, quantitative analysis, and a line of sight in improving the customer’s bottom line.

Engineering 59

Engineering Sales Marketing Customer advocacy 59

ShepHyken

NOVEMBER 27, 2020

This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

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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

Beyond Philosophy

NOVEMBER 27, 2020

An organization’s digital experience is vital to their success. We have been getting a lot of clients asking for a review of their digital experience. Many recognize that their digital transformation hasn’t resulted in the experience that they hoped it would be. On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

Callminer

NOVEMBER 24, 2020

Read this article to learn how organizations can achieve and maintain legal compliance with a remote workforce.

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ShepHyken

NOVEMBER 25, 2020

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.

Customer Service 376

Customer Service Customer Experience Management 376

Contact Center Pipeline

NOVEMBER 24, 2020

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals. The center is equipped with (or pursuing) technology that enables both. Operational practices and […].

Contact Center 179

Contact Center Technology Metrics Call Center 179

CX Global Media

NOVEMBER 21, 2020

Applying the leadership intelligence pyramid is one simple way to achieve effective leadership. Here are the basics of the concept. The post Applying Leadership Intelligence Pyramid in CX appeared first on CX Global Media.

Contact Center 156

Contact Center 156

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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

Beyond Philosophy

NOVEMBER 21, 2020

Digital Transformation Didn’t Work: This Is What You Should Do Now. Experts estimate that companies wasted around $900 billion in 2018 on failed digital transformation projects. Nevertheless, organizations have spent upward of $2 trillion (with a t) on digital transformations in 2020. How do we know that this is not just a big waste of time and money this time around?

Consulting 150

Consulting Consulting Surveys Customer Experience 150

ShepHyken

NOVEMBER 23, 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. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg.

Customer Service 225

Customer Service Airlines Surveys Contact Center 225

Contact Center Pipeline

NOVEMBER 23, 2020

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed as the new norm. As CX organizations continue adapting, some are still second-guessing critical technology decisions, which can cause additional friction […].

Contact Center 162

Contact Center Technology Chatbots Call Center 162

Fonolo

NOVEMBER 26, 2020

When hiring new talent, it’s easy to get caught up in qualifications and work experience. However, customer service professionals need more than smarts to be successful — especially when working in a contact center. Empathy is one of the hottest topics in the industry right now, with the pandemic revealing how important genuine human connections are.

Contact Center 167

Contact Center Call Center Chatbots Customer Support 167

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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

TELUS International

NOVEMBER 23, 2020

Automation is an invaluable tool for healthcare companies. Discover how mobile technology and chatbots can transform your customer experience.

Healthcare 143

Healthcare Chatbots Technology Customer Experience 143

TechSee

NOVEMBER 26, 2020

Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. Augmented Reality and Field Services. Augmented reality (AR) has come a long way from its science-fiction origins.

Management 109

Management Automotive Accountability Self service 109

Contact Center Pipeline

NOVEMBER 27, 2020

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home to work remotely. However, the challenge is that not everyone has been set up in a safe, secure work environment. Now that more months have passed, we can reflect on what […].

Engineering 147

Engineering Contact Center Call Center 147

HelpCrunch

NOVEMBER 25, 2020

Mobile developers usually think about mobile app support only when they start receiving negative feedback and smashing user reviews. That’s when they realize that their customers actually do have problems with the app and would [ … ]. The post 12 Steps to Provide Five-Star Mobile App Support appeared first on HelpCrunch blog.

Feedback 118

Feedback 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

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role.

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Customer centricity Coaching Finance Sales 124

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 122

Contact Center Self service Analytics Banking 122

Contact Center Pipeline

NOVEMBER 26, 2020

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!

Contact Center 147

Contact Center Call Center 147

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this?

Customer Service 114

Customer Service Marketing 114

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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

NOVEMBER 25, 2020

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.

CRM 110

CRM Upselling Metrics Accountability 110

ClientSuccess

NOVEMBER 24, 2020

No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Thanks to the unique situation that 2020 presented to us, customer success industry leaders can be ultimately prepared for what 2021 will bring – even if things don’t go quite as planned.

SaaS 113

SaaS Finance Metrics CRM 113

Contact Center Pipeline

NOVEMBER 25, 2020

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never imagined that one day his humble venture would grow into one of the largest online retailers of musical instruments and audio equipment in the world. By the early 1980s, thanks to […].

Customer centricity 147

Customer centricity Contact Center Call Center Customer Experience 147

Talkdesk

NOVEMBER 23, 2020

Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled. What a nightmare! Seven family members stuck and sad after all that planning, scheduling — and spending — for the trip of a lifetime.

Airlines 106

Airlines Customer Service Personalization 106

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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

Cisco - Contact Center

NOVEMBER 24, 2020

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. The resulting publication, Accelerating the Next Generation Contact Center , features five thought-provoking articles on matters critical to contact center decision makers.

Contact Center 121

Contact Center Technology contact center solutions Cloud contact 121

Ansafone

NOVEMBER 25, 2020

A virtual assistant can be a great asset to any busy real estate agent. Agents need to be available to their clients many hours of the day, taking care of contracts, making and accepting bids, and handling all the calls that come in. Doing this on your own can quickly wear down any agent. A … Benefits of a Virtual Assistant in Real Estate Read More ».

Real estate 93

Real estate Contact Center Business Process Outsourcing outsourcing 93

CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Four out of ten businesses reported that they had found working from home ‘more effective’. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.

Wait times 98

Wait times Chatbots Enterprise Banking 98