Fonolo
JANUARY 7, 2021
Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. That said, it’s important to know the difference between customer perception of service, general customer perceptions, and customer satisfaction.
Guru
JANUARY 4, 2021
For teams that rely on Slack, the first day back at work in 2021 was a bit of a rude awakening. Down for hours the morning of January 4th, those accustomed to immediate chatification wondered what the backup plan was. Email? Asana? Carrier pigeon. or Morse code? We prepare for all sorts of real-world vulnerabilities like blizzards and earthquakes, and companies certainly have crisis plans in case of a serious threat to the business—but what happens when the way we normally talk to each other is
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Contact Center Pipeline
JANUARY 7, 2021
A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs believe empathy is essential to their success. As you can see, there’s a big gap. Maybe you aren’t aware of how reliable this quality is. Can you recall a time when […].
Beyond Philosophy
JANUARY 8, 2021
It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.
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ShepHyken
JANUARY 6, 2021
Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. This has led to my list of predictions for several years. Our customers keep getting smarter about customer service and experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JANUARY 6, 2021
Read this article to learn how omnichannel technology can enhance customer service.
Steve DiGioia
JANUARY 4, 2021
Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience.
ShepHyken
JANUARY 4, 2021
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 Experience Tips and Advice from the Pros During Disruption by Srijana Angdembey. (Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your custo
Beyond Philosophy
JANUARY 5, 2021
We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us.
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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.
Myra Golden Media
JANUARY 5, 2021
My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final.
CX Global Media
JANUARY 6, 2021
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p
ShepHyken
JANUARY 8, 2021
This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.
Beyond Philosophy
JANUARY 2, 2021
There’s light at the end of the tunnel! – Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior.
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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.
Steve DiGioia
JANUARY 7, 2021
Each Monday, the landscaping company comes to cut my lawn. They come with 3 men. Sometimes I’m home and get a chance to see them work but many times I’m not – but I do see their great results. I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same. No branches are left in the flower beds or wet leaves kept hidden under the bushes.
Contact Center Pipeline
JANUARY 6, 2021
I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has been bitterly disappointed by 2020. This year, holding the promise of a new decade will be remembered as dark and dangerous for generations to come. I wonder what the writers of […].
ShepHyken
JANUARY 5, 2021
The Power of the Handwritten Note. Personalizing the Customer Experience at Scale. Shep Hyken interviews David Wachs , Founder and CEO of Handwrytten. They discuss how personalized, handwritten notes can increase customer loyalty and improve the overall customer experience. Top Takeaways: If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it.
Inbenta
JANUARY 6, 2021
Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all. Something that becomes even more frustrating if you spent two hours filling out an application form. Not to mention the time spent answering questions like, “what do you think is the best ERP for retail ?”.
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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.
Fonolo
JANUARY 5, 2021
You’ve probably heard of ‘ virtual queuing ‘ or perhaps heard of ‘virtual hold,’ which is a branded virtual queuing solution from VHT. But what exactly is it? What is virtual queuing technology? Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo.
Contact Center Pipeline
JANUARY 5, 2021
Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I look […].
TELUS International
JANUARY 4, 2021
As the world's biggest work from home revolution continues, it's time to take a long-term look at your data security measures.
Nextiva
JANUARY 2, 2021
A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […]. The post 5 New Year’s Resolutions in 2021 With Your Customers In Mind appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
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OrecX
JANUARY 5, 2021
It's the new year, and it's time to ramp up your collection of customer insight from your recorded conversations in order to garner competitive intelligence, identify at-risk customers, uncover workflow issues, discover underperforming agents and detect possible compliance infractions. All of this is possible with high quality audio recording. As the saying goes, garbage in garbage out.
TechSee
JANUARY 5, 2021
2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions. While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business.
Hodusoft
JANUARY 7, 2021
The Different Types of Dialers Used in Call Centers and Their Situational Uses. Speed and efficiency are important for call centers engaged in outbound campaigns. Their operations are based on call center software with an automatic dialer at the core. At one time agents would be handed lists and they would dial out manually. Software evolved, paving the way for more sophisticated dialing systems.
ClientSuccess
JANUARY 4, 2021
A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages.
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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.
Eptica
JANUARY 5, 2021
Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Published on: January 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of the top articles from our own and our parent company Enghouse Interactive’s blog to illustrate the trends and opportunities that 2
GetFeedback
JANUARY 3, 2021
Ten essential elements product managers need to build an agile customer feedback program.
ChurnZero
JANUARY 8, 2021
Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. As one of the fastest-growing jobs in the world in 2020, the growth potential for this in-demand function has soared even higher with customer retention becoming the life preserver that crisis-stricken businesses have clung to during the upheaval.
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