LiveVox

MARCH 16, 2022

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.

Contact Center 71

Contact Center 71

Callminer

MARCH 15, 2022

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.

Healthcare 182

Healthcare 182

Beyond Philosophy

MARCH 17, 2022

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.

Banking 195

Banking B2C B2B Construction 195

ShepHyken

MARCH 16, 2022

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).

Customer Service 309

Customer Service Customer Experience Management 309

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

Steve DiGioia

MARCH 14, 2022

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.

Construction 43

Construction Morale Management Customer Service 43

Beyond Philosophy

MARCH 12, 2022

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.

Banking 39

Banking Construction Consulting Consulting 39

ShepHyken

MARCH 14, 2022

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

Journey mapping 190

Journey mapping Customer Service Entertainment Call Center 190

Callminer

MARCH 17, 2022

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.

Engineering 182

Engineering 182

Contact Center Pipeline

MARCH 18, 2022

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 […].

Government 130

Government Contact Center Telemarketing Sales 130

Advertisement

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

Outsource Consultants

MARCH 15, 2022

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.

Consulting 128

Consulting Consulting outsourcing Call Center 128

ShepHyken

MARCH 18, 2022

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?

Customer centricity 168

Customer centricity Coaching Consulting Consulting 168

OrecX

MARCH 14, 2022

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

Engineering 127

Engineering Analytics Sales Management 127

Eptica

MARCH 18, 2022

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.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Advertisement

Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

OctopusTech

MARCH 14, 2022

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.

outsourcing 118

outsourcing Business Process Outsourcing Customer Support Customer Service 118

ShepHyken

MARCH 15, 2022

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

Customer centricity 168

Customer centricity Consulting Consulting Technology 168

Avoxi

MARCH 16, 2022

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.

Call Center 117

Call Center Customer Service Contact Center 117

Help Scout

MARCH 18, 2022

Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.

Sales 111

Sales 111

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Nicereply

MARCH 16, 2022

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.

Sales 111

Sales Customer Experience Upselling Self service 111

Spearline

MARCH 17, 2022

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.

Customer Experience 105

Customer Experience Call Center Feedback Management 105

Bill Quiseng

MARCH 15, 2022

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.

Customer centricity 103

Customer centricity Coaching Employee engagement Consulting 103

Help Scout

MARCH 18, 2022

We’ve put together a list of 18 higher education email templates you can set up as saved replies to answer common student questions.

Education 105

Education 105

Advertiser: ZoomInfo

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

Sales

Totango

MARCH 15, 2022

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.

Best practices 99

Best practices Enterprise Upselling Scripts 99

Provide Support

MARCH 15, 2022

The post How to Provide Educational Customer Experience appeared first on Provide Support Blog.

Education 99

Education Customer Experience Best practices 99

ChurnZero

MARCH 18, 2022

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.

SaaS 98

SaaS Metrics Surveys Enterprise 98

VirtualPBX

MARCH 17, 2022

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.

Call Center 98

Call Center Accountability Time management Customer Experience 98

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

Nicereply

MARCH 15, 2022

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?

Surveys 19

Surveys Feedback Analytics Customer Support 19

Spearline

MARCH 14, 2022

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.

Telecommunications 98

Telecommunications Marketing Management 98

Momentum Telecom

MARCH 14, 2022

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.

Customer Support 98

Customer Support Management 98