Edify
MARCH 1, 2022
Business and workplace experts have long discussed the importance of the employee experience and the ongoing employee engagement dilemma, which has been a thorn in organizations’ sides for decades. Unfortunately, this problem isn’t getting better. Gallup recently reported, "For the first year in more than a decade, the percentage of engaged workers in the U.S. declined in 2021.
Callminer
MARCH 2, 2022
Read this blog for tips on how organizations can improve how their contact center agents make cold calls.
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OctopusTech
MARCH 3, 2022
How To Effectively Communicate With Upset Customers? Communication is an important process to convert a customer but sometimes they can get upset due to psychological stimuli or external situations. To overcome this problem, one should have a great customer support outsourcing team who can work in different environments, solve customer queries and convert them into opportunities.
ShepHyken
MARCH 2, 2022
Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.
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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.
Beyond Philosophy
MARCH 3, 2022
It is essential to recognize when your customer decides to buy from you (or doesn’t). Once you identify when that happens, you can design an appropriate environment to get customers to decide to do what you want. . This customer decision point reminds me of the phrase, “Crossing the Rubicon.” The Rubicon river was a boundary to the north of Rome.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
MARCH 3, 2022
Ladies and gentlemen don’t speak ill of their competition. That’s not how it was done years ago, and they refuse to do so today. Competition is a healthy part of business; it makes you better, stronger – just as with most other hardships. Have a Reason to Smile. When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival.
ShepHyken
MARCH 4, 2022
This week we feature an article by Mike Macpherson, Director of Sales and Marketing for VBO Tickets , a global provider of a total ticketing engagement solution. He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level.
Beyond Philosophy
FEBRUARY 26, 2022
Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? It reminds me of the phrase, “Crossing the Rubicon.” The Rubicon river was a northern boundary outside Rome in the ancient Roman Empire. The Senate determined if a general crossed the Rubicon with their army, that was grounds for treason.
Contact Center Pipeline
MARCH 2, 2022
This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13 years of hard work and great accomplishment in providing our readers with timely, expert insights every month. Reflecting back on our journey, I certainly don’t feel unlucky. I feel humbled, grateful, […].
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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
MARCH 3, 2022
Call recording provides a wealth of opportunity for businesses, most notably for agent performance management, quality assurance, customer intelligence, compliance, and risk mitigation. Recorded audio can be mined to distill critical insight which empowers each of these areas. A recorded interaction of both voice and screen, for example, can uncover workflow breakdowns that cause longer average handle times (AHT).
ShepHyken
FEBRUARY 28, 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. It’s Time to Change How We Build Companies & Brands by Chris Malone. (Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships.
kommunicate
FEBRUARY 26, 2022
Last Updated on February 26, 2022 Customer service has always been important, but as the economy becomes more competitive, it is even more important that clients have a smooth interaction with your company. That’s the only way to retain customers and continue to grow in this economic climate. Making sure customers have an amazing interaction [.]. The post Chatbots vs.
Spearline
MARCH 1, 2022
Your contact numbers support sales orders and customer management. When these numbers are “down” your business is not generating revenue, and may be losing customers. Which is why it’s vital that you proactively monitor and test calls. Despite the growing availability of alternative communication methods, the voice channel continues to be the primary contact method for customers.
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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.
Totango
MARCH 1, 2022
Did you know that while women make up more than 50 percent of the U.S. workforce, less than one in five employees in the tech industry are women? Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace.
ShepHyken
MARCH 1, 2022
Does Your Frontline Team Believe in Your Brand? The Gap Between Your Marketing Message and Frontline Teams. Shep Hyken interviews Chris Wallace, Co-Founder and President of InnerView , a marketing consulting firm that helps companies align their brand and product stories with their customer-facing teams. They discuss the importance of a two-way dialogue between the marketing department and your frontline teams.
Nicereply
FEBRUARY 28, 2022
Negative feedback is a natural part of dealing with customers. Regardless of how well trained your team is, how customer-centric your processes are , or how much you want to delight your customers, negative feedback is bound to arise. Turning this feedback into growth and learning is what separates good customer service teams from great teams. Not only do customers feel heard when their opinions are acknowledged, but agents feel more engaged with their work and their performance improves over ti
CSM Magazine
MARCH 4, 2022
Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. The Institution of Engineering and Technology is a professional engineering institution which provides support and encourages the exchange of ideas between the global engineering community.
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!
Totango
MARCH 4, 2022
B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model.
Spearline
MARCH 2, 2022
We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 21st to 24th 2022, and we can’t wait to talk to as many of you as possible at booth #1205. About Enterprise Connect Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, channel partners, analysts and consultants to focus on the issues central to enterprise communications and collaboration.
Quality Contact Solutions
MARCH 2, 2022
What’s the correlation between hitting your sales goals and leprechauns? Well, since it’s March, let me tell you how.? St. Patrick’s Day is right around the corner, and do you know what that means? Leprechauns, rainbows, and giant pots of gold! But the challenging part is finding the gold. First, you have to find the rainbow and get to the end before it disappears.
AnswerConnect
FEBRUARY 28, 2022
This month, AnswerConnect is proud to support Forests Ontario. Read how relationship building is at the core of Forests Ontario's operations, from selecting viable seeds to monitoring thriving forests. The post Relationship building from seeds to forests: AnswerConnect’s February Tree-Planting Partner Forests Ontario appeared first on AnswerConnect Blog.
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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.
ChurnZero
MARCH 3, 2022
As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. All of these things are hard. That’s why its useful to look to others in the industry to provide advice and resources to guide you along the way.
Spearline
MARCH 2, 2022
Did you know you can easily bulk upload your new numbers and also bulk update existing numbers on the platform. Its easy to do. Go to the numbers section on the platform and from here select the ‘import’ option and upload your.csv file with all of your numbers. You can download a template to use for your numbers by clicking the export option. Do you have existing numbers?
ConvergeOne
MARCH 3, 2022
Salelytics is a leading provider of inside sales and multichannel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients. Salelytics turned to ConvergeOne for support when it was first spun off from its parent company and had to completely start over in terms of its infrastructure, support, and expertise.
Expivia
MARCH 1, 2022
Let’s face it: it can be hard to reach your target audience through marketing channels. Email’s often overused and blocked, social media can be a distraction, and print ads are becoming less and less effective. However, SMS marketing is still a great way to reach your target audience. . It’s a direct marketing channel that delivers your message right to the customer’s phone, so you know it will be seen.
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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.
Kapta Customer Success
FEBRUARY 28, 2022
Customer churn is an essential metric to track for any organization in any industry. It not only gives you insight as to when and why customers are leaving your organization, but it also helps inform future decisions you’ll make for your business. In this guide, we will cover every aspect of churn from what exactly it is, how to track it, how to reduce it, and how to manage churn.
Help Scout
MARCH 4, 2022
It can be tricky to know exactly when it's the right time to hire for your customer support team. Here are some strategies for picking the perfect moment.
Spearline
MARCH 3, 2022
Today’s enterprises face complexities in network and audio quality management requirements. Real-time voice/data and asynchronous applications compete for valuable network resources. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. Knowing this is key, especially because voice remains the number one point of contact for customers who want to reach support.
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