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Events dominating the end of 2021 have confirmed that the coronavirus pandemic is not yet done disrupting the contact center industry. The surge of the Omicron variant, emotionally strained consumers, staffing shortages, rising inflation, supply chain troubles—these are just a few of the challenges signaling another unpredictable year ahead. The post A Look Ahead: 7 Trends Impacting the Contact Center Industry in 2022 and Beyond appeared first on Livevox.
As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey is increasingly important. Read more.
People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t. The long answer is the following newsletter inspired by a recent podcast and a business pickle by one of our listeners. Here’s what Gad’s pickle is: Hello.
Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).
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.
I don’t gossip or finger-point. I don’t assign blame or give putdowns. I don’t accuse or assume faults. No, I don’t. But I do talk about people behind their back. I don’t spy on them, but I do pay attention. I see what they’ve been doing. I notice. I observe. I take notes. I remember. I talk about people behind their back. They may not know it, but I do.
Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Through the years we have worked together, learned from each other, disagreed with each other (he is typically the one with the wrong perspective), and always pushed each other to be better.
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Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Through the years we have worked together, learned from each other, disagreed with each other (he is typically the one with the wrong perspective), and always pushed each other to be better.
Who do you feel loyal to in your life? My money is on your answer being your friends and family. The reason you feel loyal to them is because you have an emotional relationship with them. They might do things you don’t like sometimes, usually at the holidays, that drive you crazy. However, you don’t sever ties over it. The same emotional connection happens in business relationships.
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. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. (CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the custom
Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.
We entered 2021 with a new U.S. administration and fresh ideas about the regulatory role of the federal government. Based on President Joe Biden’s public statements and appointments to key leadership positions, there was reason to expect some significant changes in the laws that directly impact contact centers. However, 2021 has turned out to be […].
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.
Saint Louis Park, MN, March 15, 2022 – Outsource Consultants is excited to announce that we are a 2022 Inc. Regionals Midwest honoree. Inc. magazine today revealed that Outsource Consultants is No. 83 on its third annual Inc. Regionals Midwest list, the most prestigious ranking of the fastest-growing private companies based in Iowa, Illinois, Indiana, Kansas, Michigan, Minnesota, Missouri, North Dakota, Nebraska, Ohio, South Dakota, and Wisconsin.
This week we feature an article by my friend Annette Franz, CCXP, founder and CEO of CX Journey Inc. She has spent the last 30 years in the customer experience profession and has a new book, Built to Win coming out on March 22. In this article, she shares how leaders create, sustain, and transform their team’s culture. Have you heard the saying, “A fish rots from the head down?
It's like the chicken and the egg - which came first: the call recorder or the recording engine? Honestly, it doesn't matter because they are not necessarily inextricably linked, as they serve to very different use cases. A call recorder is a piece of software (or hardware and software) that captures customer calls and stores them for later replay. Most recorders have a dynamic user interface to enable multi-criteria searching to quickly locate the calls you need most for compliance, dispute res
Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. Published on: March 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.
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.
Every year we eagerly wait for the holiday season for various reasons. It’s that time of the year when everyone meets with their family and friends and spends time with their loved ones. Let’s elaborate the need for customer service outsourcing. Need for Outsourcing. For entrepreneurs, the holiday season can be both exciting and stressful.
The Metail Economy. Six Ingredients for Transforming Your Business to Thrive. Shep Hyken interviews Joel Bines, managing director and?global?co-head of the?Retail Practice at AlixPartners and the author of The Metail Economy. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer. Top Takeaways: Joel Bines shares the six ingredients for transforming your business to thrive in this Metail economy: curation, customization, category expertise, cost, convenience
Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey. Enabling skills-based and priority routing in your call center routing rules can help brands achieve better customer satisfaction scores, more productive agents, and guests that come back time and again.
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.
Customer Experience departments are the shapeshifter departments of an organization. Every company seems to understand and define customer experience differently and measure it with unique KPIs. Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals.
Call centers are the core of today’s industry. Every successful company has a call center to engage with its customers, addressing their needs and providing assistance. It is vital to ensure that these customer engagements build a strong customer relationship. Leading businesses are always on the lookout for opportunities to improve the customer experience.
In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.
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!
Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. Mistakes in any of these areas can ripple throughout your organization and doom your efforts to failure.
With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e., all the metrics your CEO and CFO care about) and set the context for their usage.
The Professional Voicemail Greeting. Customer service is always at the forefront of our minds as we conduct our day-to-day business. But in today’s world, we tend to forget the importance of voicemail and the business voicemail greeting. I cringe when I think about the last time I updated my voicemail. The good news is I finally took off the generic elevator music that assailed my caller’s ears.
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.
Choosing the right tool for your surveys may not be easy. A lot of similar features , price differences , and endless research. In this article, you will learn about the features you can expect to find in each solution. Let’s look at what Simplesat and Nicereply tools offer and which one is the perfect fit for you. What do the tools have in common?
Welcome Honduras to Spearline! We are delighted to let you know that Honduras has just joined the Spearline mobile network, and is available for immediate testing. This means you can now test numbers in Honduras, across its two major mobile networks – Tigo and Claro – who between them, cover just over 90% of the mobile market in Honduras.
Experts agree that even after the pandemic is just a bad memory, remote work will be a permanent part of the modern workforce. 1 Some companies may have a completely remote workforce, while most companies will probably opt for a hybrid workforce. Either way, the challenge is going to be supporting the needs of workers, regardless of where they are located.
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