FluentStream
MAY 19, 2020
Finding a new phone system for your business sounds easy enough, right? There are phones, and phone services, and companies that provide them. Boom, done. All of your work should be this easy, right? Well, slow your roll just a. Read More.
Satrix Solutions
MAY 22, 2020
Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions. The anxiety we feel about what the future holds can overwhelm us, leading to quick business decisions that might permanently damage an organization’s viability by degrading the customer’s experiences.
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UJET
MAY 19, 2020
Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience. And now, with support teams predominately remote, providing agents with the training they need has become even more essential. Inexperienced agents need more in-depth training like call scripts, platform demos, and lessons on best practices.
ShepHyken
MAY 20, 2020
My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader. She recently responded to one of my tweets, which was the creative spark for this post.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Myra Golden Media
MAY 18, 2020
The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation. If you’re like most of my clients, you have more pots now than you have burners. The last thing you need to be doing is worrying about your work from home employees’ ability to move swiftly from one call to the next.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
MAY 19, 2020
The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your agents typically hear. Information is changing on a daily, sometimes hourly basis. Meanwhile, your employees suddenly have been thrust into a […].
ShepHyken
MAY 19, 2020
Leading with Empathy. Revolutionizing Your Customer Service for an Uncertain Future. Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience. Top Takeaways: Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2.
Myra Golden Media
MAY 21, 2020
As some companies begin phasing back into office work, employees are worried. They fear to be in intense interactions with frustrated customers. They fear they won’t be able to diffuse anger and de-escalate. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry.
Beyond Philosophy
MAY 21, 2020
The world is somewhat depressing at the moment, but every cloud has a silver lining. On a recent podcast , we discussed how the silver lining about the pandemic is that we are already used to behaving differently as customers. When people come out of the pandemic, it presents a unique opportunity to reinforce some behaviors that you would like to change.
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.
Contact Center Pipeline
MAY 21, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. What is your background in the industry? We have over 17 years of experience in the contact center space.
ShepHyken
MAY 18, 2020
Each week I read a number of 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. Customer Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane. (CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and tha
TechSee
MAY 19, 2020
Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. It allows device suppliers to communicate updates, safety recalls, and recommendations for product accessories or consumables such as capsules and cartridges.
ProProfs Blog
MAY 21, 2020
According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. That’s quite a shocking revelation but something that every business owner wouldn’t like to experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business.
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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.
Contact Center Pipeline
MAY 20, 2020
An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months. These are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff. Calculating ROI for […].
ShepHyken
MAY 22, 2020
This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. For most of us, the idea of walking a tightrope with no safety net to break our fall would be our worst nightmare. Add to the mix unwelcome noises, a strong wind, and other distractions, and you might think, even for the most experienced performer, that getting to the other side is nearly impossible.
TechSee
MAY 20, 2020
Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.
ProProfs Blog
MAY 22, 2020
You’ve probably heard how a good questionnaire is the backbone of any market and social research. But the success of any questionnaire depends on how effortlessly it blends with the needs of the target audience and their ease of giving appropriate inputs. A sure shot way of ensuring success using these is incorporating the use of the best questionnaire tool.
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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.
Contact Center Pipeline
MAY 22, 2020
You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as being trendy, which to my ear sounds like it’s less important than something that is on trend or trending. According to the Merriam-Webster dictionary, trendy is defined as: “Very fashionable, up […].
Guru
MAY 19, 2020
When the world started working from home overnight, there were a lot of obvious ways for employers to improve the quality of life of their employees. Flexible hours, at-home office equipment, virtual happy hours, and branded loungewear were among the immediate benefits shared with employees as we kickstarted our remote lives. But as the novelty of tie-dye sweatpants wears off and the reality of our current and future workplace environments sets in, it’s imperative that leaders take a look at the
Aspect
MAY 18, 2020
It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16 , and a recent Gartner poll of CFOs indicates that 74% think telecommuting will become permanent. Our customers are telling us that agents are actually more productive at home than in a centralized contact center.
SharpenCX
MAY 19, 2020
I have this friend — let’s call him Josh. He’d been at his job for a year, even though he didn’t love the work he was doing. The job offered Josh good pay, security and professional experience. But, ultimately, it wasn’t the kind of work he wanted to do long-term. His job offered a promotional path, but only gave employees a chance to apply for a promotion once a year.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Eptica
MAY 20, 2020
Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Published on: May 20, 2020. Author: Steve Nattress Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs.
CSM Practice
MAY 22, 2020
More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for effective customer success managers and teams, there is no standardized incentive model to compensate them.
Aspect
MAY 21, 2020
“Education is the most powerful weapon which you can use to change the world.” — Nelson Mandela . This statement has never been truer. The world we knew just a few short months ago is changing before our eyes. T he COVID-19 pandemic has forced people to think without boundaries. They have re lied on lessons learned from historic events and are also using the education they witness each day.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
CustomerServ
MAY 20, 2020
Over the years, CustomerServ has answered numerous questions from business leaders about outsourcing. Misconceptions and fears related to outsourcing often prevent organizations from experiencing the benefits of a strategic partnership with the right call center vendors.
The Call Center School
MAY 19, 2020
Working from home has many benefits. You have a flexible schedule, zero commuting, and more time with loved ones. But it also has its drawbacks, especially for your frontline agents. Most remote employees face challenges. Agents may face these doubly since they often deal with customer problems, too.
Concentrix
MAY 18, 2020
Innovative Marketing Campaign Increases Profit Through the Nissan Rewards Program The Stevie American Business Awards recognized Concentrix for the successful marketing strategy developed for Nissan and INFINITI’s automotive aftermarket industry. The unprecedented rewards program increased purchases of original equipment manufacturer (OEM) parts, bringing in significant revenue for the auto giant.
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