Callminer

DECEMBER 27, 2021

Read this blog to learn what patient satisfaction is, why it matters and how conversation analytics can help transform patient experiences.

Analytics 182

Analytics 182

Contact Center Pipeline

DECEMBER 29, 2021

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long. So, I started experimenting with different ways to engage team members and show them some appreciation. I’ve learned what works and what doesn’t over the years. However, our call center is […].

Contact Center 130

Contact Center Morale Call Center 130

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

ShepHyken

DECEMBER 29, 2021

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales.

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B2B Sales Customer Service Customer Experience 374

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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

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around.

Personalization 195

Personalization Consulting Consulting Quality management 195

Concentrix

DECEMBER 27, 2021

This transaction marks Concentrix’ first acquisition since becoming a publicly traded company. The post Concentrix Closes Acquisition of PK appeared first on Concentrix.

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ShepHyken

DECEMBER 31, 2021

Karen Hertzberg is the Senior Content Marketing Specialist at Siege Media. She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . It’s no secret that customer service is a critical component of any successful company’s strategy.

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Customer Service Customer retention B2C B2B 360

Beyond Philosophy

DECEMBER 25, 2021

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming.

Personalization 195

Personalization Consulting Consulting Customer Experience 195

Contact Center Pipeline

DECEMBER 30, 2021

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one of my sales training classes. His frustration was echoed by other people in the class. They felt isolated and neglected by their company, even though they were veteran employees. Sitting alone […].

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Contact Center Sales Morale Coaching 147

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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

SharpenCX

DECEMBER 28, 2021

You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience.

Customer Experience 128

Customer Experience Feedback Construction Customer Service 128

ShepHyken

DECEMBER 28, 2021

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.

Morale 203

Morale Consulting Consulting Coaching 203

Hodusoft

DECEMBER 30, 2021

Top Multi-Tenant IP PBX Features and Benefits to know in 2022. The multi-tenant IP PBX software (Internet Protocol Private Branch Exchange) is a complete communication and collaboration solution for small, mid-size, and large-scale businesses, providing integrated internet-based telephony. They are definitely here to stay, so it’s better to get to know them better. .

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voip Telecommunications Call Logging Interactive Voice Response 119

Contact Center Pipeline

DECEMBER 28, 2021

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center. Yet the delivery of self-service still hasn’t lived up to the promise. In today’s digitally centered world, a consumer can order […].

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Self service Contact Center Customer Experience Technology 130

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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

SharpenCX

DECEMBER 28, 2021

You can’t just sell a quality product and expect customer loyalty. In fact, according to studies done by Microsoft, 69% of US consumers say customer service is an essential factor for them to experience brand loyalty. In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience.

Customer Experience 128

Customer Experience Feedback Construction Customer Service 128

ShepHyken

DECEMBER 27, 2021

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. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then

Customer Service 203

Customer Service Coaching Marketing Call Center 203

Totango

DECEMBER 26, 2021

Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . 5 Ways to Fight Burnout.

Enterprise 106

Enterprise Personalization Best practices Management 106

Quality Contact Solutions

DECEMBER 30, 2021

Sales prospecting is possibly one of the single most vital sales tools to increase your organizational revenue and hit your annual goals. That said, many organizations struggle with prospecting successfully and keeping their salespeople closing big deals. Quality Contact Solutions has extensive sales prospecting experience. As a result, our company generates high-quality sales leads for organizations through our prospecting efforts.

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Sales outsourcing Benchmark Feedback 98

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

Knowmax

DECEMBER 29, 2021

The post All you need to know about knowledge management for chatbot functioning appeared first on Knowmax.

Chatbots 98

Chatbots Management 98

Provana

DECEMBER 29, 2021

Countless collection agents are guilty of treating consumers as numbers, rather than individuals. They only interact with consumers in a routine, mechanical fashion. The obsession to chase daily targets and using never-changing scripts make them miss the core aspect of any interpersonal exchange – the human touch.

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Scripts Analytics Call Center Customer Experience 98

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.

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Best practices Benchmark Education Surveys 99

Nicereply

DECEMBER 28, 2021

We are incredibly thankful you joined us on the ride through 2021. Even though the pandemic continued bugging us throughout 2021, we’ve enjoyed an inspiring year full of quality content that helped thousands of support representatives. Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

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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.

NICE inContact

DECEMBER 28, 2021

Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead.

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Contact Center Customer Experience 93

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.

Chatbots 84

Chatbots Self service Engineering Consulting 84

Totango

DECEMBER 28, 2021

In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges for 2021 included: Ability to scale and connect with more customers. Greater visibility into customer adoption and health. Reduce the time spent by CSMs on low-value tasks. Many of the new features and enhancements that we’ve added to our platform in 2021 reflect our commitment to addressing these key challenges as we work hard to continue to deliver a great experience and value f

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Enterprise Accountability Personalization Customer Experience 19

ClientSuccess

DECEMBER 28, 2021

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.

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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

NICE inContact

DECEMBER 27, 2021

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Contact Center 80

Contact Center Best practices Call Center Management 80

ProProfs Blog

DECEMBER 30, 2021

Market Research Surveys enable businesses to go above and beyond before introducing a new concept into the market. Such efforts amplify the probability of winning amidst fierce competition. However, not every concept thrives. The majority of such endeavors turn out to be failures. . So how do you explore the depths of your target market and take your research to the next level?

Surveys 78

Surveys Marketing Education Feedback 78

Toister Performance Solutions

DECEMBER 30, 2021

As a customer, do you ever feel like you're stuck in an old-timey comedy routine? My wife, Sally, and I recently had one of those experiences. Ironically, it happened while we were lining up to get into a comedy club. An employee approached us. "You’re in the wrong line," he said. "Get in that line," pointing to another queue of customers. So we dutifully followed his directions.

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Customer Service Airlines Technical Support Sales 69