Fonolo
MARCH 10, 2022
Attrition is one of the biggest challenges in the call center industry. While industry averages lie between a 30-45% attrition rate , some call centers are unlucky enough to experience over three times that amount in a single year. Moreover, call center agents tend to stay a maximum of one year in a role, much lower than the national median of four years.
TechSee
MARCH 7, 2022
Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand.
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ShepHyken
MARCH 9, 2022
I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .
Beyond Philosophy
MARCH 10, 2022
Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .
Advertiser: ZoomInfo
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.
CCNG
MARCH 9, 2022
I had the opportunity to sit down with customer service keynote speaker and fount of customer service wisdom, Gavin Scott, on an episode of CX Passport. Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode. Along with delivering speeches and training around this Customer Service Gold Dust, Gavin also wrote a book on the topic, “Finding Gold Dust: How to Create Exceptional Customer Experiences”.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MARCH 11, 2022
This week we feature an article by my friend Donna Cutting, Founder and CEO of Red-Carpet Learning Systems, Inc. , and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. People quit their jobs in record numbers last year, and many of them never jumped back into the world of work.
Beyond Philosophy
MARCH 5, 2022
Ever been channel surfing and see a movie playing on broadcast that you own in your digital personal library and been unexpectedly delighted? Have you ever then watched that movie, commercials and editing and all, even though with very minimal effort you could watch that movie from streaming without any of that stuff? This episode explains why you were so happy to find the movie and why it was better to watch it that way rather than stream it yourself.
Myra Golden Media
MARCH 8, 2022
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. . Simply follow this link now to see what it's all about.
Callminer
MARCH 7, 2022
Read this blog to learn the difference between post-call and real-time audio capture and how AI-powered real-time analytics is revolutionizing how customer service organizations operate today.
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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
MARCH 8, 2022
The Customer Experience Is More Important Than the Product. CX Is More Important Than Ever! Shep Hyken interviews Simon Harrison, Senior Vice President and Chief Marketing Officer of Avaya. They discuss the importance of creating a personalized and effortless customer experience. Top Takeaways: Your customers aren’t just comparing you to your direct competitors anymore.
Eptica
MARCH 11, 2022
Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Published on: March 11, 2022. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.
Outsource Consultants
MARCH 8, 2022
There have been many changes in the global economy over the past year. One common pain point among both clients and BPO providers: wages have been rising steadily throughout 2021, and experts predict that this trend will continue into 2022. Domestic Wage Increases: Now and Future. From October 2021 to October 2022, the USA saw a 9.77 percent wage hike, with lower-paid employees benefiting the most.
Totango
MARCH 8, 2022
Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are.
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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
MARCH 7, 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. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. (Inc. Magazine) Too often, the rise in costs caused by inflation is passed down to the consumer.
Avoxi
MARCH 6, 2022
6 Tips for Managing Your International Remote Workforce Managing a remote workforce with employees around the world is a learning experience for most. With many call center agents working from home, business leaders need supporting VoIP tools to help them manage their teams effectively. Read on to learn more about actionable tips you can implement… The post 6 Tips for Managing Your International Remote Workforce?
Interactions
MARCH 11, 2022
There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Does it even matter what it’s called. Let’s take a step back. Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers.
ConvergeOne
MARCH 10, 2022
ConvergeOne prides itself on providing exceptional experiences and creating value for our customers. We strive to form true partnerships, teaming with our customers to develop progressive solutions that connect people with purpose. One way of determining if we're succeeding in this effort is to calculate our Net Promoter Score (NPS). What is Net Promoter Score (NPS)?
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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.
kommunicate
MARCH 10, 2022
Last Updated on March 10, 2022 You never get the same opportunity twice, at least in the case of creating the first impression. Leaving a solid first impression is essential to lay a powerful connection with your prospects. It pushes them down the funnel and accelerates the process. A study showed that sending the best [.]. The post 14 Best Welcome Messages To Delight Your Customers appeared first on Kommunicate Blog.
VirtualPBX
MARCH 10, 2022
Becoming A High-Earning VoIP Partner. This week we discussed why VirtualPBX provides the perfect partnership in our “Becoming a High-Earning VoIP Partner” webinar. If you missed it, we got you. The partner webinar recap is available for viewing now. We invite you to watch and learn about the innovative features and services we contribute to support our customer’s needs.
Spearline
MARCH 10, 2022
Welcome Qatar to Spearline! We are delighted to let you know that Qatar has just joined the Spearline mobile network, and is available for immediate testing. This means you can now test numbers in Qatar, across its two major mobile networks – Ooredoo and Vodafone. The solution is hosted in Doha, which is where the calls will originate from, and terminate in.
Call Experts
MARCH 10, 2022
You’ve just finished a meeting in another part of the office when your cell phone buzzes. You look down to see a missed call from an important client. You return the call only to find yourself at the bottom of their voice mailbox. You lost another opportunity. And it’s not for lack of interest – you called back immediately! This situation is too common, and you can solve it by hiring an answering service.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
SQM Group
MARCH 10, 2022
The essence of an effective agent career development program is to have a formalized plan to achieve alignment between an agent's career aspirations and the contact center's workforce needs. Unveil this best practice for retaining agents and improving customer service.
ChurnZero
MARCH 10, 2022
Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon. The right community can help you: Connect and collaborate with fellow Customer Success professionals.
Spearline
MARCH 9, 2022
Over the last 2 years, a global shift in remote working has come into force and working from home has become the new norm. But what affect is our home working environment having on our ability to communicate with customers? Have you been receiving more complaints from customers about the quality of the calls made to your call center agents? Has this type of complaint increased since your agents have been working remotely?
Expivia
MARCH 7, 2022
When it comes to employee motivation, money isn’t always the answer. Of course, you should pay your agents well for their work. But, even well-paid employees can burn out. And if their productivity suffers, you lose money. Psychic income may be the answer you need to keep your agents happy and motivate them to succeed. Psychic income is more than just having a positive work culture.
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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.
VirtualPBX
MARCH 8, 2022
International Women’s Day 2022 is today. And we can’t think of a better time to showcase a person who had a significant impact on our world: an engineer, an inventor, a mother, and an icon in our eyes. The world of VoIP had to begin somewhere. And it started with a brilliant mind who walked into a male-dominated world in 1982 and changed history.
Provana
MARCH 7, 2022
While speech solutions have certainly been successfully used for recording 100% of phone conversations to help you safeguard against compliance risks, adherence to compliant script in real-time has become a genuine concern for many agencies lately. This explains why collection agencies might not just analyze voice recordings under their post-call speech analytics goals, but also dig deep into live calls with real-time speech analytics to gather actionable insights on items like talk-offs, compli
Hodusoft
MARCH 10, 2022
Should ITSPs invest in Multi-Tenant IP PBX? The changing landscape of business communications accelerated technological innovations in the telecom space. The last two decades witnessed a rather fast adoption of internet phones (IP phones) and a switch to a multi-tenant IP PBX across industries. VoIP (Voice over IP) which uses IP to connect Private Branch Exchanges (PBXs), is a terminology now being used interchangeably with IP telephony. .
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