ClientSuccess
JANUARY 19, 2022
For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture. A playbook is a series of actions, next steps, and tactical items that CSMs can execute to help customers achieve a goal or objective in a scalable manner.
Fonolo
JANUARY 20, 2022
Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. The first step to success is knowing what to expect. Having the right research to back your strategic decision making will keep your operations alert, competitive, and of course, customer-oriented.
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Kapta Customer Success
JANUARY 18, 2022
“Churn” is a term that gets used a lot in Account Management and Customer Success conversations. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates).
Myra Golden Media
JANUARY 21, 2022
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?
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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.
ShepHyken
JANUARY 19, 2022
I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 19, 2022
By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). This metaverse concept is poised to change everything, from how we interact online to how we buy things to the way brands market themselves. . We hosted an expert on a recent podcast to tell us how the metaverse will change brand marketing.
Contact Center Pipeline
JANUARY 20, 2022
In today’s business environment people matter. Customers rightly want the option of speaking to live agents. Automated self-service alone, even with sophisticated tools like artificial intelligence (AI)-driven chatbots, is not enough to enable superior loyalty-building and revenue-driving customer experiences. That means having agents and their supervisors safely available, with access to applications and customer data, […].
ShepHyken
JANUARY 18, 2022
The Four CX Pillars. Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast. They discuss the four CX pillars: team, tools, process, and feedback. Top Takeaways: Adrian Brady-Cesana shares what every customer experience manager needs to have in their playbook, the four CX pillars for business growth.
ProProfs Blog
JANUARY 18, 2022
While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale. Among all, the ratio scale adequately serves the purpose as it possesses all the qualities of other measurement scales (Nominal, Ordinal, and Interval scales). However, the classification among the four is crucial because they determine the characteristics of the variables and the type of statistical analysi
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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
JANUARY 20, 2022
Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID. However, that’s just an excuse. The truth is COVID isn’t the only reason that customer satisfaction scores are declining—and you must fix what you can for your organization before it’s too late.
Contact Center Pipeline
JANUARY 19, 2022
Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That impact can be positive or negative depending on customers’ experience with contact center agents and whether or not those interactions meet their needs and expectations. That’s why contact centers need to […].
ShepHyken
JANUARY 17, 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. 7 Customer Service Skills Every Business Needs by Renee Johnson. (The Tech Report) Much of the customer mindset will remain a mystery.
ProProfs Blog
JANUARY 18, 2022
Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ? Because market trends change with the change in opinions and preferences of your customer base.
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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
JANUARY 19, 2022
The metaverse. It is supposed to be a digital world. Some say it will combine social media and virtual reality (VR), like a more complex VR chat. Some say it will be the next level of online interaction where anything can happen. Others are confused by what it is and what it means. Some call it Mark Zuckerberg’s pipe dream. We think it is the future of Customer Experiences.
Contact Center Pipeline
JANUARY 18, 2022
David Bowie was a British singer/songwriter and actor, and one of the most influential musicians of the 20th century. Most fans and music critics agree that Bowie’s most innovative work came during the 1970s, which he kicked off in 1971 with the release of an album called Hunky Dory. The opening track on the album […].
C3Centricity
JANUARY 17, 2022
Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.
ProProfs Blog
JANUARY 18, 2022
Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. . This question format is so popular that you must have answered a rating scale question yourself — think about the time when you had to rate your UBER driver or when you checked for “star ratings” before buyin
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!
Beyond Philosophy
JANUARY 15, 2022
Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011.
ConvergeOne
JANUARY 18, 2022
While many organizations have begun their cloud journeys, most are nowhere near complete. No matter where you happen to be in your cloud journey, it is important that you set priorities and identify optimal outcomes before advancing any further. By taking the time to develop—or refine—a comprehensive cloud strategy that addresses your specific business needs, you will ensure that you are receiving the greatest possible value from your cloud investment.
Outsource Consultants
JANUARY 18, 2022
As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? I continue to be amazed at how resilient the industry has been as it has faced many significant challenges over the past two years.
Eptica
JANUARY 16, 2022
Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Published on: January 17, 2022. Author: Pauline Ashenden - Demand Generation Manager With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.
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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.
Totango
JANUARY 19, 2022
Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. In this article, we’ll take a look at some of the basic skills required to be successful as a CSM and break down three key areas to focus on to help you land that dream role.
Hodusoft
JANUARY 18, 2022
Biggest drivers of Auto Dialer Market in 2022. The Auto Dialer Software market size 2022 is anticipated to experience significant growth over the next few years due to the unique growth patterns, potential, and promise for the marketplace. This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products.
Guru
JANUARY 19, 2022
At Guru, we often talk about the 70/20/10 rule of learning. For many people, structured training is the first thing that comes to mind when they think about how learning happens. These people may be surprised to learn that only 10% of learning takes place in formal settings like conferences, eLearning courses, and certification programs.
Uniphore
JANUARY 21, 2022
Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?
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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.
Quality Contact Solutions
JANUARY 21, 2022
As your company grows, you want to ensure that your customers and clients get excellent customer service. The challenge is that you don’t have the means or bodies to create your in-house customer service team. Perhaps you’re considering an outsourced solution as an option but don’t know the difference between a contact center vs. call center.
Working Solutions
JANUARY 20, 2022
We’ve all been there. One negative experience with a brand can affect our future relationship with a company. If your customer service team is unable to transform a negative interaction into a positive one, it could mean the loss of that customer. And every customer is a precious commodity you cannot afford to lose. So, […].
Spearline
JANUARY 18, 2022
Are our telco carriers performing as they should be? How do I make informed choices on carrier selection, routes and resources? And how can I hold my vendors to account if they aren’t delivering the required service? These are all questions any exec with oversight of a global telecoms network may ask themselves at any given time. However, with the appropriate tools in place, it is possible to gain enhanced visibility on vendors’ performance, manage it more effectively, and improve customer exper
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