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. .
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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.
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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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.
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.
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.
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.
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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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.
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)?
Lumoa
MARCH 10, 2022
Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Support tickets. Reviews. Feature requests. Social media mentions. Customer feedback can come at you a hundred different ways. But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.
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!
Toister Performance Solutions
MARCH 10, 2022
Last December, I visited three bicycle shops to search for a new bike. I wanted a hybrid bike that was easy to maintain and fun to ride. The employee at the first shop immediately focused what they had in stock, which wasn't much. He didn't ask any questions and barely answered mine. The employee at the second bike shop answered my questions, but didn't go deeper to truly understand my 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.
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.
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.
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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.
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?
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. .
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.
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
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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
MARCH 7, 2022
Results-based metrics are important, but they're limited. They indirectly point to failing or successful business practices, forcing many organizations to guess how to improve their metrics. But maturity models, as explained by ResearchGate , ".help integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a benchmark for appraising current processes outcomes.".
Spearline
MARCH 10, 2022
The voice user interface (VUI), voice search, voice-based user experience, and more are transforming the world around us. Voice interaction is a major focal area for technology and process development and it’s all about making life easier. With voice interaction, the user or customer bypasses any need to read, type, or think, which are all requirements of typical screen and keyboard style interfaces.
Nicereply
MARCH 9, 2022
We’ve all been there. After some hard work at outreach, you finally find an interested client. You talk, email, send samples, references, and friendly voicemails. You might have known that client for a few days or a few months. Everything’s going great … until they drop off the radar entirely.You follow-up with calls, texts, voicemails, and emails. However – no matter how hard you try – you just can’t raise them.
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