NobelBiz
JULY 6, 2021
A Customer Journey Map is a shared representation of all the aspects of increasingly sophisticated hybrid, physical, and omnichannel of a clients' interraction. This mapping reveals new usage, changes in behavior, preferred and avoided communication platforms, as well as your competitive strengths and limitations. What is the most effective approach to create this mapping and make it a success?
Contact Center Pipeline
JULY 8, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Panviva’s Stephen Pappas outlines the benefits of a cloud-based knowledge management solution. He also discusses the work-from-home (WFH) challenges that knowledge […].
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Toister Performance Solutions
JULY 8, 2021
What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. It was taking the team 4.5 hours to watch the videos and complete the exercises as a group.
ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.
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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.
Steve DiGioia
JULY 5, 2021
Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. Most everyone we come across has their own issues that lurk under their sometimes-false façade. They deal with anxiety and health issues that weigh heavily, financial and personal matters that keep them up at night, and a host of other problems that make their day more stressful
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
JULY 7, 2021
With the pandemic finally starting to ease off, it is a good time to re-evaluate the industry best practice metrics for Contact Centers. Are they still appropriate for your particular line of business? In speaking with many executives over the years, they have questioned how these metric best practices evolved. You will need to understand your customer tolerances and the financial impact these metrics may have on your business.
ShepHyken
JULY 5, 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. [Infographic] The different types of emails to send to your guests by Tony Loeb. (Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers.
Callminer
JULY 7, 2021
Part of what makes Responsible AI difficult is the vast set of ideas, theories, and practices that it interacts with. The CallMiner Research Lab unpacks some of the many terms that define the space.
Contact Center Pipeline
JULY 9, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace. She discusses the work-from-home (WFH) challenges that online learning […].
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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.
Peter Lavers
JULY 7, 2021
Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion covering: How has the emerging discipline of “data science” helped companies’ loyalty programmes be more insight-led? Has it made “segment of one” theory possible? How do CVM and the loyalty programmes interact within businesses?
ShepHyken
JULY 6, 2021
Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer.
Callminer
JULY 5, 2021
Conversational intelligence is a powerful tool that can help organizations gain a deeper understanding of customer interactions. Read more about what it is and its applications in our blog.
Contact Center Pipeline
JULY 7, 2021
Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs. Contact Center Pipeline recently had the opportunity to sit down with Mario Fernandez, CEO of PDC, to discuss their organization and what they do. Q. […].
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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.
Call Design
JULY 6, 2021
The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers.
ShepHyken
JULY 9, 2021
This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.
Fonolo
JULY 8, 2021
Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Contact centers use a few different metrics to measure customer experience. Floor-level metrics assess the efficiency of the contact center’s operations, and include Average Speed to Answer (ASA), Auxiliary Time, Handle Time, and more.
Eptica
JULY 7, 2021
Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues.
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!
Tethr
JULY 7, 2021
We’re halfway through our latest podcast series ! If you’ve been listening along as each episode rolls out, you’ll have followed along with us as we traced the origins of customer effort, explored the findings that revolutionized CX in The Effortless Experience , and began to unpack how customer loyalty really works. This month, we dove even further into the science behind measuring customer effort with AI and machine learning—including the birth of our very own effort score, the Tethr Effort In
Totango
JULY 6, 2021
Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps
Help Scout
JULY 8, 2021
When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests.
pindrop
JULY 7, 2021
Today’s fraud tools are typically designed to focus on real-time prevention at the customer access point. Limiting fraud detection to look at real-time events can miss a bigger picture of fraud. Knowing whether a caller can be trusted is critical, but what about the account they are trying to access? Has that account been accessed by 10 other people on the same day?
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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.
Working Solutions
JULY 6, 2021
One of the biggest trends this year is reducing what is spent on technology while improving Customer Experience. This is achieved by taking a closer look on spending, what is necessary vs. what can be eliminated, and how it all impacts your teams, your customers, and your bottom line. As a result of the 2020’s […].
Comm100
JULY 6, 2021
For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of. But what if a chatbot was free, didn’t need any technical skill to create, and required almost no maintenance?
Integrity Solutions
JULY 4, 2021
Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today. With turnover on the rise and remote and hybrid work changing the dynamics of the workplace , leaders need to be laser-focused on engaging and retaining their employees and helping them feel connected to the broader mission and purpose.
pindrop
JULY 6, 2021
Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week 1 after a key piece of internet infrastructure failed, sparking the second major interruption of the past two weeks. . The outages come just over a week after countless websites and apps around the world went down for about an hour when a major content delivery network suffered a widespread failure 2. .
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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.
Infinity
JULY 8, 2021
" Companies have a choice, are you simply going to focus on survival or are you going to innovate and transform to meet a new reality? We know travel is coming back, travel cannot be stopped. " Stephanie Linnartz | President, Marriott International ( Source ). After the Green List was introduced on the 7th of May, many travel brands were given a renewed sense of optimism.
Uniphore
JULY 8, 2021
WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level
Nicereply
JULY 8, 2021
Level up your operations, hire more people, keep your CSAT score as high as a dragon can fly, and you will nail the holiday season this year! . It’s never too early to start planning for the holiday season. If you’re like many other companies, you’ll need to expand your capacity for the time between Thanksgiving and New Year’s Day. The holidays usually involve ferocious competition to win new customers and for almost all retailers you’ll see increased sales revenue, but also more customer suppor
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