ShepHyken
APRIL 1, 2022
This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. Digital Marketing and purchasing have grown to a large extent over a couple of years.
Working Solutions
MARCH 30, 2022
Satisfying your customer’s needs is vitally important to the success of your business. Happy customers translate to higher revenues as they buy more, and they keep coming back. Heightened expectations of those customers mean they demand 24/7 service and support. And prioritizing this type of engagement helps differentiate your business from your competition.
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CX Accelerator
APRIL 1, 2022
I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr
Beyond Philosophy
MARCH 31, 2022
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.
Advertiser: ZoomInfo
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.
CCNG
MARCH 30, 2022
Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. Some sales organizations utilize email “cadences” to drive their business development efforts by utilizing a certain order of pre-programmed emails in the quest for increasing sales.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MARCH 30, 2022
Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.
Beyond Philosophy
MARCH 26, 2022
The gas pump is probably where it hurts the most right now. Standing there, watching the total spin by, climbing higher than you ever have seen it before brings home the acute pain of today’s inflation rate. Never mind that housing and health care have much higher cost increases over the past decades…that gas price per gallon is hard to take. Inflation has been rising steadily across the board for the past few months.
ShepHyken
MARCH 30, 2022
We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. The top answers belong together: helpful and friendly. . That seems pretty simple. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them.
Myra Golden Media
MARCH 29, 2022
I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning. I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn! The #GreatReshuffle has inspired millions of people to reconsider their work today. Whether it’s learning a technical skill for their role or cultivating a better work-life balance, the LinkedIn Learning Pathfinder can help you get the skills to
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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.
Contact Center Pipeline
MARCH 29, 2022
Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving brand loyalty and equity. Often neglected however, was the agent. But their voices can no longer be ignored. Employers are losing talent at an incredible pace, and the Great Resignation shows […].
The Northridge Group
MARCH 28, 2022
In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration.
ShepHyken
MARCH 29, 2022
Rolling the Red Carpet Out for Your Employees. Employee First: How Culture, People, and Service Work Together. Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization.
Totango
APRIL 1, 2022
When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page.
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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.
BlueOcean
MARCH 31, 2022
If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.
Solvvy
APRIL 1, 2022
Building on the continued commercial success of our powerful Conversational AI for top online brands and marketplaces, Solvvy is pleased to announce that our no-code Workflow Builder and Omnichannel routing is now available to parents with children who might need an extra ‘nudge’ to stay on task. . “We conducted extensive field research on this topic,” said S.
ShepHyken
MARCH 28, 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. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. (Harvard Business Review) Most people believe — and research backs them up — that great customer experience drives revenue growth.
Creative Virtual
MARCH 31, 2022
By Mandy Reed, Global Head of Marketing. When it comes to your customer service strategy, does age matter? Do you make decisions about how and where you deliver support based on the generations of your target customers? Are you planning for the expectations of younger customers as they gain more buying power over the next few years? If you answered no to any of these questions, you are doing your company and your customer base a huge disservice.
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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.
SQM Group
MARCH 31, 2022
SQM Group’s research reveals that 71% of contact center senior executives strongly agree that improving a contact center’s customer experience is just as important to the organization as revenue and profitability.
Totango
MARCH 29, 2022
Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. Having real-time data and predictive insights connected to each customer’s individual journey can go a long way to increasing a company’s understanding of how their customers are interacting with their products and organization overall.
NobelBiz
APRIL 1, 2022
First call resolution and contact center rates are crucial for contact center performance. Training your call center agents entails nurturing and improving skills like active listening and active speaking. The art of a successful phone call can be focused on several concepts including rhetoric and phonetic delivery, the importance of call openers, the 30 seconds rule, employee satisfaction and building a call center culture.
ChurnZero
APRIL 1, 2022
Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? “You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference.
Advertiser: ZoomInfo
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!
Call Experts
MARCH 31, 2022
Tax season is here, and your business needs help. . So when it’s tax season, and your phone is ringing off the hook, what do you do? It can be a little overwhelming. And scary. You need some help, but who can you trust? We’re here to answer that call! Call Experts is a nationwide answering service committed to giving you the support you need during tax season.
Hodusoft
MARCH 29, 2022
Digital India is transforming with the advancement of technology in every sphere. One of the most influential tech expos in India, the 29th Convergence India Expo 2022 provided a platform for tech giants to exhibit their innovative approach towards technology through their unique product line. The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement.
Russel Lolacher
MARCH 29, 2022
Social public service isn’t effective off the side of your desk. Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. And if you don’t have them, you’re going to suck or stall.
ChurnZero
MARCH 31, 2022
Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? The audience had a ton of great questions that we couldn’t let go unanswered. Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more.
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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.
SQM Group
MARCH 29, 2022
The chat touchpoint is known as the 'safety net' touchpoint for helping customers resolve their inquiry or problem when using the web self-service touchpoint. Uncover the best practices for using the agent chat touchpoint for serThe chat touchpoint is known as the 'safety net' touchpoint for helping customers resolve their inquiry or problem when using the web self-service touchpoint.
Spearline
MARCH 29, 2022
Spearline helps us monitor our call quality, and makes us aware of any issues that our customers might report. Bud Lee Director, Software Quality Engineering at 8X8 What are Spearline alerts? Our customers frequently tell us that one of the main reasons they work with Spearline is because of the real-time alerts we provide should an issue ever arise with any of their numbers.
kommunicate
MARCH 26, 2022
Last Updated on March 26, 2022 The chatbot can handle multiple customer requests at the same time. It handles inquiries automatically, preventing your customer support team from becoming overburdened. The bot follows a chat conversation and automatically responds to every query, as well as assists customers with their problems. With the help of automated conversations, [.].
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