Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). Organizations seem to be paying lip service to CX, but that’s all, I think some of these numbers prove it. . So, I reached out to Zendesk to get their take on the report and invite them onto our podcast.

Contact Center 195

Contact Center Upselling Education Engineering 195

Callminer

APRIL 10, 2022

Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more.

Service level 182

Service level Call Center Technology 182

Fonolo

APRIL 12, 2022

An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.

Call Center 95

Call Center Benchmark Feedback Interactive Voice Response 95

ShepHyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.

Customer Service 339

Customer Service Self service Feedback Management 339

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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.

Contact Center

CCNG

APRIL 13, 2022

??Efficiency, Productivity, Resourcefulness. ?At the end of the day, we’re always looking to make things in business run smoother and faster while maximizing throughput and potential revenue. Henry Ford demonstrated that an industrial line is at its best when the fewest, but most repeatable actions take place. We’ve taken this logic and applied it to every facet of our professional environments.

CCNG 195

CCNG Sales Personalization Management 195

GetFeedback

APRIL 11, 2022

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future.

Customer Experience 147

Customer Experience 147

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. He shares how to create excellent customer experiences at every stage of the customer journey.

Customer Experience 183

Customer Experience Customer Support Enterprise Scripts 183

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Published on: April 11, 2022. Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult. Companies need to meet the requirements of multiple demographics and deliver reassurance across multiple channels.

Banking 120

Banking Customer Service Marketing Customer Experience 120

HelpCrunch

APRIL 14, 2022

Customers’ expectations have changed. Today 82% of users expect an immediate response from brands, and around 73% of customers prefer to get their questions answered via live chat as it’s the most satisfactory form of [ … ]. The post FAQ Chatbot: Definition, Types, and Use Cases appeared first on HelpCrunch blog.

Chatbots 118

Chatbots 118

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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.

Analytics

Avoxi

APRIL 14, 2022

Reducing Total Cost of Ownership with Unified Communications A robust, integrated, and unified communications solution can really provide for your business, including cost-saving advantages. Reducing your company's total cost of ownership not only helps your bottom line but can improve ROI through productive conversations. See how below. Talk is cheap, but a solid communications infrastructure… The post Reducing Total Cost of Ownership with Unified Communications?

Contact Center 118

Contact Center 118

ShepHyken

APRIL 11, 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. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. (Harvard Business Review) In February 2020, Panera Bread announced the Unlimited Sip Club and rocked the coffee world.

Customer Service 165

Customer Service Employee engagement Customer Experience Personalization 165

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue.

Customer Service 114

Customer Service Self service Education Technical Support 114

Nicereply

APRIL 13, 2022

AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Some people think AI may harm industries since it could take over human tasks. However, using technology to perform repetitive tasks better allows us to evolve human effort.

Customer Service 119

Customer Service Chatbots Self service Healthcare 119

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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.

Contact Center

ConvergeOne

APRIL 12, 2022

According to recent Gartner reports, an estimated 85% of artificial intelligence (AI) projects will fail through the year 2022. This estimation is likely to cast some doubt on the realm of artificial intelligence and its ability to deliver value. However, the reason that so many AI projects fail is not due to the AI processes themselves, but rather the lack of strong data governance, collaboration, and problem definition.

Government 105

Government Engineering Analytics Best practices 105

Totango

APRIL 13, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Business today moves at the speed of light.

Enterprise 95

Enterprise Technology Personalization Customer Experience 95

Fonolo

APRIL 14, 2022

What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. This approach allows you to evaluate customer feedback and information to improve your call center.

Benchmark 91

Benchmark Call Center Surveys Interactive Voice Response 91

Education Services Group

APRIL 15, 2022

The Reason. Beep. Beep. Beep. I stand in line at my local pet supply store, a box of dog biscuits in my left hand, my wife’s hand in my right. I can see the sun setting in a fusion of yellows, oranges, and blues just outside the sliding doors that a young woman just walked through with her pearly gray, gallant pup—could be a Labrador or a Retriever.

Analytics 98

Analytics Morale Sales Technology 98

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!

Customer Experience

Call Experts

APRIL 14, 2022

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. The goal of ASA is to answer calls quickly and efficiently while meeting customer expectations. Speed is key to success in many areas of business. Unfortunately, it is often more complicated than measuring how long it takes for customers to wait for someone to pick up the phone.

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

ChurnZero

APRIL 15, 2022

Have you ever wondered how certain companies know exactly the right moments to reach out with an offer? Sometimes, the outreach is so spot-on and intuitive, you don’t even realize you’re being pitched. As acclaimed mentalist Tony Corinda said, “Good timing is invisible. Bad timing sticks out a mile.”. Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition.

Accountability 98

Accountability SaaS Upselling Metrics 98

Working Solutions

APRIL 15, 2022

Customer service is the foundation of a successful business. Giving those who buy products and services from your company priority attention makes all the difference in keeping those customers and turning them into brand loyalists. What if your business needs require changing your customer service to virtual? How do you approach this transformation?

Customer Service 98

Customer Service Customer Experience 98

NobelBiz

APRIL 11, 2022

We serve the community by opening the doors to innovation and technology, we offer high-tech employment opportunities for the people in and around Wyoming, and we support youths and young leaders through educational initiatives around technology, digitalization, and leadership. The post The community supports our business; we support our community! appeared first on NobelBiz®.

Education 98

Education Technology 98

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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

APRIL 10, 2022

Until 2009, contact centers and other organizations had to rely on relatives abroad or holidaymakers to call their overseas numbers to make sure they were working and that the line was of sufficient quality to hold a conversation. This was far from a foolproof system, so a cloud-based SaaS solution was developed by Spearline for multinational organizations to test numbers in almost 80 countries, and growing, around the world.

Contact Center 98

Contact Center Telecommunications SaaS Self service 98

Kapta Customer Success

APRIL 11, 2022

Your organization already knows that providing excellent customer experiences is important. But intermittent "Wow!" moments are no longer enough. As B2B businesses in the landscape become more crowded and increasingly competitive, customers have the luxury of leaving whenever the customer experience level doesn't meet their standards. In B2B contexts, where upfront investment and the lag of switching providers hits harder, clients won't stay loyal clients for long if their experiences aren't exc

Customer Experience 98

Customer Experience B2B Accountability Management 98

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? If not, it might be time to consider the role for your organization. Would your business benefit from appointing a chief customer officer ? We’ll help you answer the most common questions to determine whether you need a CCO to attain your goals. Definition of a chief customer officer. What is a chief customer officer ?

Chief Customer Officer 98

Chief Customer Officer Customer centricity SaaS Sales 98

NobelBiz

APRIL 11, 2022

‘’Are your clients willing to refer your products, service or business?’’ This is one of the most important goals for contact centers. Now the best and most quantifiable way to answer this question is through the Net Promoter Score (NPS). A Key Performance Indicator (KPI) that measures the amount of positive impact generated by your customer interactions.

Call Center 98

Call Center Contact Center contact center solutions Contact center software 98

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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.

Customer Experience

Nicereply

APRIL 11, 2022

My very first job was as a wall coverings specialist, which was really just a fancy title for “paint mixer.”. Outside the confines of a home improvement, or paint, store, paint mixing isn’t a particularly useful skill. But that’s only if you ignore everything else that goes along with mixing paint. The actual mixing of paint was really only one aspect of the job.

Customer Support 97

Customer Support Engineering Time management Self service 97

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? In a recent webinar , Aly Klidies , Marketing Manager at Solvvy, talks with Customer Experience Designer and Master De-escalation Instructor, Myra Golden , to discuss how customer service agents can bring down the tempera

Construction 91

Construction Wait times Chatbots Self service 91

SQM Group

APRIL 14, 2022

Call centers can use many KPIs to create accountability for agent performance, but only a handful of agent metrics drive customer service and efficiency improvement. Uncover SQM’s Top 5 Call Center Agent Performance Metrics.

Call Center 95

Call Center Metrics Accountability Customer Service 95