Steve DiGioia
JANUARY 3, 2022
We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.
Myra Golden Media
JANUARY 3, 2022
After the busy Christmas and Boxing Day shopping season, returns start. And if you’ve ever worked in retail or a contact center, you know how challenging this time of year can be. Returns and exchanges make things more complicated because customers making returns are more likely to be already unhappy. So, we need to have a strategy for handling these situations.
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Beyond Philosophy
JANUARY 1, 2022
Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.
ShepHyken
JANUARY 5, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
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.
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
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 4, 2022
How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.
ShepHyken
JANUARY 4, 2022
Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.
Contact Center Pipeline
JANUARY 6, 2022
The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to the brink of tears; and Customers don’t have much faith in conventional self-service options. Research released by software company Pegasystems found that the pandemic created extraordinary challenges that intensified customers’ longstanding […].
Callminer
JANUARY 5, 2022
Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books that can help you refine your craft in 2022.
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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.
SharpenCX
JANUARY 3, 2022
For nearly two years, companies have had to meet the flexible needs of their employees. Remote work is here to stay for many industries, but even more so, the future is a flexible workforce. In order to retain top talent, employers must be ahead of the curve to meet new employee expectations heading into the new year. With labor shortages expected to continue through 2022 , managers must place employee and talent retention as a first priority.
ShepHyken
JANUARY 7, 2022
Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.
Contact Center Pipeline
JANUARY 4, 2022
Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].
Callminer
JANUARY 3, 2022
There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand.
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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
Spearline
JANUARY 6, 2022
Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today. Call center cloud migration features in many 2022 business plans. Inbound voice reigns Voice continues to be the primary customer contact channel.
Transparent BPO
JANUARY 5, 2022
Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook. Professionally, the new fiscal year is an […].
Contact Center Pipeline
JANUARY 5, 2022
Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a desirable attribute of these encounters, and excellence has a great dependency on effective “processes.” When encounters are simultaneously efficient and cost-effective… it is quite the business “trifecta.
Help Scout
JANUARY 5, 2022
The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.
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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.
HelpCrunch
JANUARY 6, 2022
Wherever you look, you will have to possess certain knowledge. In school, at home, or at work. By the way, in the business world, the know-how becomes even a greater necessity. Judge for yourself: every [ … ]. The post 10 Full-Throated Examples of Knowledge Management Systems You’ll Want to Reproduce appeared first on HelpCrunch blog.
Transparent BPO
JANUARY 4, 2022
Human Resource Veteran Adds Experience, Expertise to Management Ranks Rockville, MD, Jan. 4, 2022 – Brady Burton is joining Transparent BPO as Senior Vice President of Human Resources. He reports to Lance Hale, president of Transparent BPO, a global contact center and business process outsourcer. In his new role, Burton will be responsible for every […].
Toister Performance Solutions
JANUARY 6, 2022
Paul Harvey was on the radio in my house a lot when I was a kid. Harvey was famous for a segment called "the rest of the story" where he shared a forgotten story or little-known fact about a famous person or event. Each ended with with a surprise twist and his famous phrase, "And now you know. the rest of the story!" We often miss the rest of the story when we interact with customers.
Nicereply
JANUARY 4, 2022
It’s not that important what kind of business you do. Providing good customer support is what matters in the end. Why? We are humans that live in their social bubbles. If we like it or not, we are surrounded by brands and products we bought thanks to someone’s recommendations. There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us.
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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.
TechSee
JANUARY 4, 2022
As 2021 comes to a close, TechSee takes a look back on a memorable year, as detailed in the ‘Year in Review’ article below. TechSee’s visual assistance solutions simplify the way people deal with technology, and are being quickly adopted far and wide as more and more companies embrace visual transformation. Check out our year in review infographic for a visualization of TechSee’s 2021. 2021 Year in Review.
VirtualPBX
JANUARY 3, 2022
The New R&R. The future of business recruiting and remote working is evolving. And no one knows it better than us. Since 1998, helping companies and teams work and communicate from anywhere has driven the VirtualPBX squad. We constantly improve the transition and communication processes for remote employees because we know the remote work lifestyle is here to stay.
C3Centricity
JANUARY 3, 2022
Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. Just like 2020, covid has forced all of us to be a little more creative and a little less demanding in our work.
ConvergeOne
JANUARY 4, 2022
Most organizations are either just starting out on their cloud journey or are already well on their way. It’s no longer really an option for organizations to embrace cloud, as CEOs and boardroom executives have said that digital transformation is one of their top three priorities. At the same time, adopting cloud entails change, and change sometimes causes resistance, along with risk and fear of the unknown.
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.
Knowmax
JANUARY 7, 2022
The post 5 reasons why you should adopt ticket deflection at your contact center appeared first on Knowmax.
Quality Contact Solutions
JANUARY 7, 2022
Outsourcing work to a third-party BPO services company is common among businesses. At this point, I’d suggest that most everyone understands what outsourcing is, at least the overall concept. While business process outsourcing has been around a while, let’s look at what BPO services are, why they work, and how your company can engage with a BPO provider.
VirtualPBX
JANUARY 7, 2022
Business Phone Call Recording. We live in a work-from-home world where business phone call meetings are a given. And exciting opportunities have presented themselves in these virtual meetings, one of which is Call Recording —no more missing a vital moment or forgetting a crucial piece of information. The ability to record a video or call session with coworkers or clients can be a helpful assist when it comes to improving training strategies, quality of service, or just when you need a refresher.
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