Kapta Customer Success
JANUARY 31, 2022
According to Recurly Research in 2020 , "B2C companies experience higher churn than B2B, at 7.05% versus 5.00%." Both numbers represent a huge loss of companies in either sector — lost customers mean lost marketing dollars, customer service hours, and forecasted revenue built into each customer.
TechSee
FEBRUARY 2, 2022
In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. And as with most things, all roads lead to technology. .
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Fonolo
JANUARY 31, 2022
When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This may have been a good indicator of success a few decades ago, but today’s experts agree that delivering a quality customer experience carries more weight than the amount of time spent on the phone. This means our definition of agent productivity needs a bit of an update.
Callminer
FEBRUARY 1, 2022
Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey.
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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
FEBRUARY 2, 2022
I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
FEBRUARY 3, 2022
On August 20, 2011, guitarist, singer, songwriter, actor and television host Glen Campbell released his sixty-first album entitled Ghost on the Canvas. It was intended to be Campbell’s final studio album following his being diagnosed with Alzheimer’s Disease. Campbell and his producer wanted to record one final studio album of original material while he was […].
Callminer
JANUARY 30, 2022
Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this blog to learn how.
ShepHyken
FEBRUARY 4, 2022
This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. A single source of truth organizes information models and related data schema so that each data element can be altered or mastered in a single location.?
Beyond Philosophy
FEBRUARY 3, 2022
Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . But it isn’t. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team. Once we map out the journey, we start to see, “Oh, we have all these ways that we interact or could interact with our customers and all of those things to find the experie
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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.
Contact Center Pipeline
FEBRUARY 1, 2022
Are your new employees aware of the multiple ways customers are interacting with your brand? Do they understand your brand promise and what distinguishes you from your competitors? The answers to these questions are critical to delivering an exceptional customer experience (CX). When onboarding new employees, make sure your organization’s customer-centric philosophy, values, and principles […].
GetFeedback
JANUARY 31, 2022
Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.
ShepHyken
FEBRUARY 1, 2022
How to Make It Easy for Customers to Find Answers. The Power of an Easy Search. Shep Hyken interviews Joe Jorczak, Head of Industry for Service & Support at Yext , a company that offers an AI-powered Answers Platform that understands the natural language that mirrors how customers ask questions with the capability to provide direct answers. They discuss how customers, support teams, and support leaders can utilize the power of search to create a great user experience.
Avoxi
FEBRUARY 4, 2022
Best Ways to Troubleshoot & Improve VoIP Call Quality Learn how VoIP call quality is measured, troubleshooted, and easily improved. In addition, explore voice quality monitoring tools like Call Insights and try them for free! The pressure to exceed customer expectations is on for enterprises. Nearly 58% of consumers will end ties with a brand… The post Troubleshoot & Improve VoIP Quality with Call Insights appeared first on AVOXI.
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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 Pipeline
JANUARY 31, 2022
In this month’s most-read posts, our authors offer insights on how the contact center agent’s role has evolved and become more complex, how best to engage with your WFH agents, how to improve your customer-centric self-service options, and how to harness the power of Institutional, Organizational and Operational processes to shape CX excellence and fuel […].
Eptica
JANUARY 31, 2022
Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Published on: January 31, 2022. Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.
ShepHyken
JANUARY 31, 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. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. (Atlanta Small Business Network) In a world where business competition is fierce and consumers are more informed than ever before, building customer trust is vital.
Avoxi
FEBRUARY 4, 2022
Power Your Voice Quality & Improve the Customer Experience with Call Insights Dashboard Call insights helps businesses monitor the quality of every call to ensure they remain well-connected to their customers worldwide. Learn how to instantly improve the call quality experience for your business with AVOXI's newest dashboard! The pressure to exceed customer expectations is… The post Power Your Voice Quality & Improve the Customer Experience with Call Insights Dashboard appeared
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!
Help Scout
FEBRUARY 4, 2022
Every support person needs to know how to deal with difficult customers. Read about different types of difficult customers and the best ways to help them.
Totango
FEBRUARY 1, 2022
Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. Enable teams to work cross-functionally. They found that Totango could do all of these things and do them well.
Quality Contact Solutions
FEBRUARY 4, 2022
Work from home jobs has increased in popularity in the last few years. One of the industries out there that provides these opportunities is telemarketing. Telemarketing from home is very common and can be a great way to work straight from your own house and eliminate commuting. As a result, employees and employers benefit significantly. Here are seven simple tips to succeed when working in a telemarketing from home role.
ChurnZero
FEBRUARY 4, 2022
Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? Engaging your investors starts by understanding what they care about.
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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
FEBRUARY 3, 2022
Jitter can be a major problem for VoIP, Spearline helps provide the solution. Have you ever had a jumbled-up phone conversation, where you and your friend are saying two completely different things, crossing over and having the most incoherent discussion? Bad audio quality can be a little bit frustrating, can’t it? This is a widespread problem when it comes to calls online.
Call Experts
FEBRUARY 3, 2022
Outsourcing your customer support to a small business answering service can make a world of difference in keeping up with your communication needs. Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. . But before choosing the outsourcing solution that fits you best, you’ll have to do some homework.
kommunicate
FEBRUARY 3, 2022
Last Updated on February 3, 2022 It’s a new year and we’re starting it off strong with some great new features and updates to your favorite chatbot – Kommunicate. Read on to find out what was new in your Kommunicate account during the month of January. Web App Telegram integration Now we support, telegram integration [.]. The post Here’s What’s New from January 2022| Kommunicate Product Updates appeared first on Kommunicate Blog.
ppt solutions
FEBRUARY 1, 2022
TULSA, OKLAHOMA, FEBRUARY 1, 2022 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the appointment of industry veteran, Brandon Ackert as vice president of channel development. Ackert brings with him over 15 years of industry and. The post PPT Solutions Welcomes Brandon Ackert as Vice President, Channel Development appeared first on PPT Solutions.
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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.
Spearline
FEBRUARY 2, 2022
As recently announced , Spearline acquired testRTC, a recognised leader in the provision of WebRTC testing solutions to the UCaaS, CCaaS, CPaaS and enterprise markets. This blog outlines what testRTC offers in WebRTC testing, monitoring and support, and the benefits it provides to organizations using WebRTC. The world’s most powerful WebRTC testing and monitoring platform.
Arbeit
FEBRUARY 2, 2022
Consumers are Googling your phone number. What shows up in the search results plays a huge role in whether they decide to answer the call, or take action to return it. One of the best competitive advantages you can give yourself is to show up in the search results of your phone number. We'll show you exactly how. The post How To Show Up In The Search Results Of Your Phone Number appeared first on Arbeit -.
ChurnZero
FEBRUARY 1, 2022
Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. That’s where product-led growth strategies come into play. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.
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