BlueOcean
OCTOBER 10, 2022
The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.
Solvvy
OCTOBER 12, 2022
Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver.
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HelpCrunch
OCTOBER 12, 2022
Nowadays, it takes more than just a great idea, some capital, and time to get a new e-commerce business off the ground. Even if you just sell stationery products or étuis for digital devices, great [ … ]. The post Top 7 Ecommerce Customer Service Best Practices to Shine Through appeared first on HelpCrunch blog.
ShepHyken
OCTOBER 14, 2022
This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. They should help provide quick service , sustain positive customer relationships, and help address concerns prospects have from becoming one. .
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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.
Contact Center Pipeline
OCTOBER 14, 2022
Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new deal can save customers money and/or provide them with invaluable products or services they never thought they wanted or could afford. By the same token, being informed about inadvertently missed […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
OCTOBER 12, 2022
Understanding your customer sentiment and client needs and behaviors is crucial for companies that wish to grow their businesses. Getting feedback from customers can help companies make better business decisions. At times it can be difficult to track customer satisfaction levels, especially in a fast-paced call center. This can lead companies to overlook customer sentiment. […].
TeamSupport
OCTOBER 12, 2022
Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers? Self-service provides customers the opportunity to solve a question on their own without directly involving your customer support team or help desk ticketing software.
Contact Center Pipeline
OCTOBER 12, 2022
It’s time to staff up for the holidays! Yes, it’s hot out there. But contact center managers know that winter is around the corner and what these holidays mean in their business: call volume spikes. Therefore, you need to hire, onboard, and train new agents now so they’re ready to go when customers come calling. […].
ShepHyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.
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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.
Beyond Philosophy
OCTOBER 13, 2022
Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have. I didn’t know what the whatchamacallit was, but I knew it wasn’t working. Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.
Customer Contact Central Submitted Articles
OCTOBER 9, 2022
Improving customer experiences is one of the important areas of focus for leading brands. While it is the responsibility of the entire organization to ensure quality customer experiences for sales and support services, the team contact center agents is the front line for quality interactions.
CCNG
OCTOBER 12, 2022
Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Leadership plays a big part in this. Even as companies are looking at engagement software, AI, process reengineering, and hybrid schedules, there is an additional area where companies can gain traction that can have an immediate impact on employee attraction and retention.
Callminer
OCTOBER 10, 2022
Our recent webinar with Kate Leggett, VP Principal Analyst at Forrester, dove into the impact of customer and employee experience on businesses’ bottom lines. Read on for a summary of the discussion.
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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.
Beyond Philosophy
OCTOBER 8, 2022
This podcast was created in partnership with Streem. Delta thinks I am a liar. Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. The problem was a schedule change that put me out of Boston instead of Atlanta.
Customer Contact Central Submitted Articles
OCTOBER 9, 2022
For years, effective knowledge management programs have stressed that employee engagement is important, but for more reasons than you may think.
ShepHyken
OCTOBER 11, 2022
Creating Employee Morale Through Gifting. How Happy Employees Translate Into Happier Customers. Shep Hyken interviews Temy Mancusi-Ungaro, Chief Executive Officer of Reachdesk , a global data-driven gifting platform that helps teams send gifts at a large scale and measure their impact. He shares how companies can use gifts to create employee morale, nurture team connections, and ensure employee retention.
Callminer
OCTOBER 12, 2022
Product recalls can have a dramatic impact on both a business's reputation and bottom-line. Read on to hear advice from industry experts on how to reduce product recalls.
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!
Contact Center Pipeline
OCTOBER 13, 2022
In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites to mobile phone apps, to social media and eCommerce platforms, to the Internet of Things, and to virtual assistants such as Siri and Alexa. This is on top of traditional voice […].
Customer Contact Central Submitted Articles
OCTOBER 10, 2022
If you spent any time at all online today, chances are you encountered a chat bot. Bots are a cost-effective, frontline customer service mechanism, the first channel in omnichannel customer service.
BlueOcean
OCTOBER 10, 2022
How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.
aircall
OCTOBER 13, 2022
Savvy operations managers have a nose for finding ever-smarter ways to improve operations management. Where others navigate obstacles with clunky workarounds, ops managers see an opportunity for leaner processes. The trouble is that even the smoothest operations flows have a habit of falling back out of alignment. And gained efficiencies are worth little if not continually monitored and sustained.
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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.
Contact Center Pipeline
OCTOBER 11, 2022
Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s also a good time to prepare for the tidal wave of returns that will come on the heels of this year’s holiday shopping frenzy. As shoppers look to exchange gifts for […].
Customer Contact Central Submitted Articles
OCTOBER 10, 2022
What makes the contact center different from the call center? It's more than just a call center with email and chatbots.
HelpCrunch
OCTOBER 10, 2022
How to get through to a mobile user? Sadly, you can’t take a megaphone to convey a message to them ?? What about emails? They could save the day for a change. However, you have [ … ]. The post In-App Notifications vs. Push Notifications: Can You Tell the Difference? appeared first on HelpCrunch blog.
aircall
OCTOBER 11, 2022
It goes without saying. When it comes to customer-facing team productivity and performance , only a great quarter filled with met targets eases the pressure long enough for a few team high-fives. Once celebrations are over, the pressure is soon back at full volume with new, often-tougher KPIs. Why “tougher”? When teams consistently meet targets, line-of-business managers know that big bosses start asking questions: All targets met?
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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.
Avoxi
OCTOBER 11, 2022
Evaluating Low-Code vs No-Code for Business Users More than 500 million digital applications are expected to be developed and deployed by 2023. But due to unprecedented circumstances such as The Great Resignation in IT roles - the number of developers needed to implement these business apps is severely limited. With IT teams around the world… The post Evaluating Low-Code vs No-Code for Business Users appeared first on AVOXI.
Customer Contact Central Submitted Articles
OCTOBER 10, 2022
Digitalization shuffled the cards, giving power back to customers. Companies must therefore adapt themselves and create seamless 360° customer journeys if they wish to earn customer loyalty.
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
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