Beyond Philosophy
AUGUST 21, 2021
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. A couple of years ago, research from some well-respected firms came back with the conclusion that investing in Customer Experience is not paying off the way that organizations had hoped.
TechSee
AUGUST 24, 2021
After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them connected daily, especially because popping into the next cubicle is no longer an option. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
AUGUST 24, 2021
A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center.
ShepHyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
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!
Myra Golden Media
AUGUST 26, 2021
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.
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
AUGUST 26, 2021
Customer Experience is having challenges. Research over the last few years points to a lackluster performance for return on investment. Unfortunately, the problems are not with the concept of putting the customer at the center of everything you do but instead of people not focusing on the right things and calling it “Customer Experience.” So today, we are going to cover the five rules to guarantee a Return on Investment.
ShepHyken
AUGUST 25, 2021
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.
CCNG
AUGUST 21, 2021
There is a vast body of research exposing the direct link between strong frontline leaders and higher levels of workforce engagement, retention, and business success. But despite the evidence and the voices of determined team leaders around the globe, contact centers have been slow to acknowledge this connection and that the outdated approaches, processes, and technologies currently in use won’t deliver success in today’s highly competitive, rapidly evolving, labor-constrained digital age.
Contact Center Pipeline
AUGUST 26, 2021
The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking. But they are getting help from an outside source that lets them be more effective: smart technology solutions that enhance human agents’ capabilities by adding speed and precision. These technologies aren’t intended […].
Advertisement
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.
Call Design
AUGUST 25, 2021
If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents. While gamification has only been around for a short time and used by large scale organisations, a growing wave of smaller workplaces appear to be adopting this technology in recent years.
ShepHyken
AUGUST 24, 2021
Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the
OrecX
AUGUST 24, 2021
Vicidial open source contact center customers can begin recording their customer calls with a robust third party recording solution like OrecX. The OrecX audio and screen recording software integrates easily with VICIdial , and each recording is tagged with the correct meta data even if agents are on a single uninterrupted SIP session on the extension side.
Contact Center Pipeline
AUGUST 24, 2021
Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one in 1968. 1968 was the year American singer-songwriter Joe South released a song called “Games People Play,” which was actually a protest song whose lyrics spoke against hatred, intolerance and inhumanity among people during the […].
Advertisement
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.
Fonolo
AUGUST 26, 2021
Last year, COVID-19 shifted many call center environments to new models. Nation-wide lockdowns forced many call center companies to either shut down or adapt to a work-from-home model. Despite the pandemic, one thing is certain. Call centers provide a vital service to customers worldwide. An overwhelming majority (76%) of customers prefer phone communication with customer service representatives, as it often provides an immediate solution compared with live chat, email, and social media channels
ShepHyken
AUGUST 23, 2021
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. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. (Retail Dive) A survey this year from Piplsay found that a large majority of consumers who had visited an Amazon Go store that incorporated frictionless shopping and checkout found th
Virtual Live Labs
AUGUST 24, 2021
Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. Here’s WHY these “Hybrid” Self-Directed Contact Center Teams work: 1.
pindrop
AUGUST 22, 2021
In today’s technology-obsessed world, the way customers communicate with businesses has changed. In addition to the good old phone call, we now also have email, mobile apps, live chat, and social media channels. Still, despite the availability of a variety of communication channels, the phone call still plays a vital role in customer experience. The phone call gives your business the opportunity to let customers hear and feel your eagerness to help them: the voice of a human being ready to list
Advertisement
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.
SharpenCX
AUGUST 25, 2021
Whether you’re new to the contact center world or you’ve been here for decades, there’s something we can all agree on: the acronyms are aplenty. From FCR to AHT and UCaaS to CCaaS, contact centers practically have an entire language of their own. It can be tough to keep up with the latest lingo and to decipher between doppelganger definitions that seem almost identical.
Ansafone
AUGUST 25, 2021
In today’s modern world, many people prefer to do most of their research online. This includes researching companies for potential sales and business transactions. A common feature among many websites is live chat. Live chat allows website visitors and contact center agents to chat in real-time with potential customers and website visitors. Live chat is … Utilizing Live Chat As a Construction Company Read More ».
Virtual Live Labs
AUGUST 24, 2021
Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. Here’s WHY these “Hybrid” Self-Directed Contact Center Teams work: 1.
Transparent BPO
AUGUST 24, 2021
The post Transparent BPO Listed on Inc. 5000 For Sixth Consecutive Year appeared first on Transparent BPO.
Advertisement
Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.
OctopusTech
AUGUST 26, 2021
Legal Process Outsourcing is one of the colossal sensations that hugely impact the legal industry today. A study by the Forrester Research states that the annual worth of LPO i.e. $80 million can hike up to $8 billion. The LPO industry in India has seen a spurt in the last couple of years. It will yield great job opportunities in India by 2022. If we pay heeds to the growth of this developing field, we’ll realize that the LPO Services for Intellectual Property is steadily becoming the spine of I
HelpCrunch
AUGUST 27, 2021
If you are here, you’ve already realized that nowadays brands can’t rely entirely on their product’s quality. A good product itself doesn’t mean anything. Imagine, you have a silver fork, but what it matters if [ … ]. The post How to Build a Five-Star Customer Success Strategy (+5 Real-Life Examples) appeared first on HelpCrunch blog.
Guru
AUGUST 26, 2021
Guru is designed to power collaboration by living where you already work. It’s a better way to wiki, letting you collect, share, and verify knowledge so work gets done wherever (or regardless of where) you and your teammates are located.
Help Scout
AUGUST 24, 2021
We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it. Luckily, there’s a tool that addresses that very issue: knowledge base software.
Advertisement
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.
ConvergeOne
AUGUST 24, 2021
When neighboring school districts were hit with cyberattacks, Moreno Valley Unified School District knew they needed to upgrade their data protection. “That kept me up at night,” said Glenn Alegre, Executive Director of Technology, Innovation and Assessment, Moreno Valley Unified School District. “I would say, ‘I don’t want to be in the front page of the newspaper because our district is not prepared.
CSM Magazine
AUGUST 24, 2021
Generating leads is one of the most important aspects for many businesses. You need to bring in as many leads as possible, as these leads are what drive the revenue for your business. Thanks to the internet, it is now easier than ever before to generate leads, provided you’re using the right strategies. For example, did you know that brands with a blog generate 67% more leads than those without one?
Outsource Consultants
AUGUST 23, 2021
Fantasy football has come a long way in the past couple of decades. Veterans of the game may recall hours-long drafts that featured a chalkboard to track picks, and stacks of magazines and stats to provide guidance on strategy. Following each week’s games, you would (im)patiently wait to see how your team performed, since scoring required the manual addition of the official stats delivered in the newspaper.
Expert insights. Personalized for you.
195 
Let's personalize your content