Upstream Works
JANUARY 25, 2022
For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. But how can contact centers respond?
Contact Center Pipeline
JANUARY 26, 2022
“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a third pole. Suddenly, he raced back to the first pole, whose spinning plate had slowed down and begun to wobble. He […].
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Beyond Philosophy
JANUARY 22, 2022
I started Beyond Philosophy 20 years ago when Customer Experience was the next big thing; the new concept that was going to change everything in business. The last big thing, Customer Relationship Management (CRM), was old news. After all, everyone had one at that point. Now, in 2022, I see the next big thing: Customer Science. Customer Science combines the power of artificial intelligence (AI), customer data, and the concepts of behavioral science to help organizations create a winning customer
ShepHyken
JANUARY 26, 2022
I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.
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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.
Outsource Consultants
JANUARY 24, 2022
In retrospect, late 2019 seems like another world. With the COVID-19 pandemic lurking in the shadows, we wrote an article about the changing BPO industry in the Philippines. Little did we know that the issues the outsourcing powerhouse was currently facing were about to be dwarfed by considerably larger obstacles. So where do things stand now? Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional di
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
JANUARY 27, 2022
The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. However, if you miss this next new wave of change, you could be in danger of repeating the same mistakes you did last year and the year before that. . As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.
ShepHyken
JANUARY 28, 2022
This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. He shares the 5 ways a CRM can influence the customer and business part of your organization. Customers play a crucial role in establishing the position of a business in the market.
Spearline
JANUARY 25, 2022
According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world. While reducing customer churn is not the sole responsibility of the contact center in an organization, there are techniques that can be applied to reduce the rate.
Contact Center Pipeline
JANUARY 25, 2022
During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure how everything would play out. Though we had several plans in place for business continuity/disaster recovery (BC/DR), it didn’t involve an entire workforce working from home (WFH) as we were a […].
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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.
OrecX
JANUARY 27, 2022
Contact centers and enterprises can interact and collaborate with recorded audio and associated meta data in a host of ways through real-time audio capture. Some of those ways include: Automated QA - Organizations can now capture and automatically analyze (with the addition of AI and speech analytics ) all their agent calls rather than a mere sampling, without adding more supervisors and quality evaluators.
ShepHyken
JANUARY 24, 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. 5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. (Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season.
aircall
JANUARY 24, 2022
Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. Businesses typically rise to the top when they offer the types of products and services that people want. But warning: This doesn’t mean you can take customers for granted just because you have something they crave.
Eptica
JANUARY 24, 2022
Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Published on: January 24, 2022. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.
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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.
Satrix Solutions
JANUARY 24, 2022
Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply chain shortages, and pandemic-related disruptions. Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative.
ShepHyken
JANUARY 25, 2022
The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer’s experience.
aircall
JANUARY 28, 2022
Pipedrive was created to add an extra level of intuition and usage to the typical CRM system. Unlike most CRM systems, Pipedrive was developed by the salespeople who use it most. They created a system that meshes with your sales method and sales team to produce the best results. How Does It Work? Pipedrive put it best in one of its how-to videos : “The intention is to have a CRM that will reach out to your sales reps and tell them what they need to do from day-to-day, as opposed to your sales re
Expivia
JANUARY 26, 2022
Contact center success doesn’t just happen. It takes hard work, focus, and consistency. But most importantly, it takes a strategic approach to contact center management. With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. Call centers can be stressful. There’s the pressure to reach KPIs , the need to support your business or the businesses you work with, and operations you need to manage as well. .
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!
ConvergeOne
JANUARY 27, 2022
This article originally appeared in Security Magazine. One of the biggest challenges facing businesses today is how to transform their customer-?rst passion into a truly unparalleled experience. The bar of expectations from both consumer and B2B customers has never been higher. Many organizations in earlier stages of digital transformation, or those simply unable to fully utilize existing investments, will struggle to meet – if not exceed – those expectations.
Nicereply
JANUARY 25, 2022
For a business, there’s nothing better than knowing you’ve delivered an exceptional customer experience. You crave those moments when you exceed your customers’ expectations and successfully carry out your brand vision. On the flip side, there’s nothing worse than failing your customers and not living up to your customer service goals. We’re all human and bound to make mistakes, which is why it’s so important to know how to apologize to a customer for bad service.
Tethr
JANUARY 24, 2022
Here at Tethr, we’re committed to continuously evolving our approach to a better customer experience–both for our customers and yours. Over the years, that’s looked like a lot of things, from research into the highest-converting sales behaviors, to new product features, to investments in the company as a whole. Each of these has brought something new to Tethr, and enabled more powerful insights, a better user experience for our customers, and more.
Help Scout
JANUARY 27, 2022
One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.
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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.
Momentum Telecom
JANUARY 28, 2022
Finding the right network and cloud communication solutions has become essential for today’s businesses. Whether you’re running a bootstrapped startup or a large corporation, your business needs reliable and versatile network connectivity and cloud communication options. Similarly, you need to provide your employees with the right tools to collaborate with each other and interact with customers.
ChurnZero
JANUARY 28, 2022
Breaking Adoption Inertia: 5 Tactics to Get Teams to Stick with New Software. SaaS is fast paced and everchanging, much like your organization’s tech stack. Many of us have been part of teams that introduce a new software and utter the dreadful, open-ended phrase: “Just play around with it.” If you’re like me, that means not doing anything with the software until it becomes absolutely necessary to do so.
Nicereply
JANUARY 27, 2022
Get back on track without absurd New Year’s resolutions! Welcome to our first edition of Content Pie. Content Pie from Nicereply is content in short form that offers value and actionable tips on the spot. Today we will go through 12 things to do to improve your customer support in 2022. Rather than focusing on everything all at once, we’ve curated a list of tips that you can focus on monthly.
Spearline
JANUARY 27, 2022
Surprises can be fantastic and energizing, but for IT professionals not so. Hidden downtime and blindspots raise anxieties in network teams. However, in the increasingly complex arena of information and communications technologies, careful change management protects business. Systems monitoring is comprehensive. As businesses grow and evolve, so does their infrastructure.
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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.
Quality Contact Solutions
JANUARY 27, 2022
Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published. You can find anything from helpful tips to a geographically convenient inside sales seminar to attend with a quick Google search.
kommunicate
JANUARY 26, 2022
Last Updated on January 27, 2022 “Learn to code” is a mantra so frequently repeated in the tech community that it’s practically become an Internet meme. The implication is that every would-be tech entrepreneur needs to learn to code or they’ll never get off the ground. This ignores the hundreds – and realistically, thousands – [.].
Russel Lolacher
JANUARY 23, 2022
In episode five of Relationships at Work, I hang out with Vernon Ross , author and found of Enterprise Podcaster, which helps organizations get into the world of podcasting. We discuss how internal podcasts can been interesting tool for employee engagement and supporting workplace culture. A few reasons Vernon is awesome – he’s an Adjunct Professor of Podcasting at the UMSL School of Business at the University of Missouri, wrote a book called Master Your Message, host of his own podc
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