ClientSuccess
AUGUST 17, 2022
As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? While it may take years for some customer partnerships to get to this desired mutually beneficial place, there are a few steps CSMs can take on the back end to move things along faster.
Callminer
AUGUST 15, 2022
VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences.
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TechSee
AUGUST 17, 2022
Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives. Today, there is a shift in the role customer service quality plays on customer loyalty.
TechSee
AUGUST 16, 2022
TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry. New York, August 16th 2022 – TechSee , the market leader in Computer Vision solutions for customer service, today released the results from its 3rd annual State of Customer Loyalty and Churn, the 2022 Edition. The report focuses on the impact of the pandemic on consumer behaviors with the key findings showing a significant loss of product-dependent brand loyalty.
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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
AUGUST 19, 2022
This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction. It’s time to call the customer service line: you dial a number, click through the pre-recorded options, and find yourself humming along to the surprisingly pleasant hold music when, before you know it,
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
COPC
AUGUST 16, 2022
Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight.
HelpCrunch
AUGUST 18, 2022
Picture your most turbulent day. You’re bogged down with this totally nonsense issue, customer requests keep stocking up in the live chat, and there’s no sign of the ending. I don’t know about you, but [ … ]. The post Chatbot vs Live Chat: Can They Work Together in Harmony? appeared first on HelpCrunch blog.
Helpware
AUGUST 18, 2022
After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports , brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up 16.1% over 2021. And all signs point to 2022 continuing on a positive trajectory.
Beyond Philosophy
AUGUST 18, 2022
In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.
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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.
ShepHyken
AUGUST 17, 2022
Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .
Avoxi
AUGUST 19, 2022
6 Moves to Overcome Telecom Management Pressures It’s easy to say that being a modern-day telecommunications leader looks vastly different than it did just five years ago. Widely due to disruptive events including the pandemic and software developer shortage, you’ve had to become accustomed to wearing a variety of hats the role previously didn’t require. … The post 6 Moves to Overcome Telecom Management Pressures ?
aircall
AUGUST 14, 2022
When it comes to running a successful business, growth is inevitable. It’s a surefire sign that you’re doing things right, providing a high standard of customer service quality , and delivering a product people want. . But for some companies, scaling can be scary. When everything is going so well, it feels like the last thing you want to do is change it.
Beyond Philosophy
AUGUST 13, 2022
Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? How you answer this question is one of many ways that you can explore your personality type.
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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.
ShepHyken
AUGUST 16, 2022
The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Top Takeaways: What do we mean when we talk about AI for business?
Eptica
AUGUST 19, 2022
Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Published on: August 19, 2022. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.
Totango
AUGUST 16, 2022
Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.
Solvvy
AUGUST 17, 2022
Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and re
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!
TeamSupport
AUGUST 19, 2022
Living in the Digital Age, so much of our lives are saturated with data and information. But with so much information available, sometimes we can feel like Johnny Mnemonic, past cranial-storage capacity, where additional data doesn’t help us solve any problems, and instead makes it even more difficult to solve problems. We probably won’t suffer permanent psychological damage if we take on too much information like Johnny (phew), but information overload and analysis paralysis are quite real.
Vistio
AUGUST 18, 2022
Your agents are the single most important asset in your call center. In many ways, they serve as your brand ambassadors, often acting as the first, primary, or only point of human contact customers have with your company. Improving customer experience is key to attracting and retaining customers. But when you focus more on customer experience than agent experience, the needs of your single most important asset get overlooked.
Totango
AUGUST 18, 2022
A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.
Netomi
AUGUST 17, 2022
Staying abreast of all things CX is something we take seriously at Netomi, and the rise of the machine customer is a phenomenon that is shaping the future. This sounds futuristic, bringing to mind images of assembly lines and TV shows such as Westworld. To clarify, the customers themselves are not machines, rather, machine customers, such as virtual personal assistants or smart products, will perform customer service activities on behalf of their human customers for lower customer effort.
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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.
Spearline
AUGUST 17, 2022
Welcome The Dominican Republic, Ghana, Guatemala & Côte d’Ivoire to the Spearline network! We are delighted to let you know that you can now test your mobile numbers in the Dominican Republic, Ghana, Guatemala and Côte d’Ivoire across the countries’ major mobile networks – bringing Spearline’s global total coverage to 80 countries.
Vistio
AUGUST 18, 2022
Watch to the full podcast here: Or click here to just listen to the audio. ?. Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center. Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service.
Hodusoft
AUGUST 17, 2022
How omnichannel creates seamless customer service experience. Today’s business environment is ever-changing! The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . Given the numerous platforms that we have today, achieving a consistent customer experience across these platforms is challenging for many firms.
TeamSupport
AUGUST 17, 2022
The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them. Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behi
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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.
Working Solutions
AUGUST 16, 2022
Today’s savvy consumers are quick to praise – or condemn – brands where they have impactful customer experiences (CX). If problems are solved quickly by professional, empathetic agents, they’ll happily share their encounter, either by word-of-mouth or on social media. That’s why it’s so critical to develop a comprehensive customer service support framework within a […].
kommunicate
AUGUST 17, 2022
Last Updated on August 17, 2022 Today, the bots quickly responding to a query has become a thing, and it is only for the good of a business. 41% of customers prefer to interact on live chat, and 79% of them like it for fast responses. These studies indicate the potential of live chats and [.]. The post What is a Virtual Agent? ( Difference, Benefits, Use Cases) appeared first on Kommunicate Blog.
AnomalySquared
AUGUST 18, 2022
A call center sales team can construct the bridges that fill the empty space between customers and the products and services that they want and/or need. They play a key role in developing customer loyalty, as well as in generating revenue. However, it takes time, infrastructure, and resources to develop a successful sales team capable of boosting client reach and driving business.
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