ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The right contact center technology for a SCV. This will help lead you to forming important relationship with your customer. – Shep Hyken.

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Blog Customer Service Contact Center Customers 91

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center. From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center.

2018 48

2018 Blog 2017 Contact Center 48

Think Customers

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Hiring the right people.

Contact Center 52

Contact Center Retail Brands Technology 52

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center. They follow instructions more accurately.

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Contact Center 2008 Travel 2018 54

Call Experts

SEPTEMBER 22, 2023

In life and business, communication is vital, which is why today we’re deciphering ‘call forwarded unconditionally’ and what it means for your calls. In this blog, we’ll decode the mysterious world of call forwarding and explain what “Call Forwarded Unconditionally” means for your calls.

Travel 59

Travel Call Center Communication Poor Customer Service 59

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

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White Paper 2014 2015 2012 160

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job.

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

SEPTEMBER 17, 2019

Have you ever heard the saying “the devil I know vs. the devil I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. It’s time to step into the 21 st century with your contact center platform.

Call Center 55

Call Center Contact Center Webinar Technology 55

NICE inContact

JULY 26, 2019

Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 So should we get rid of the poor humans in contact centers? Chatbots are coming.

Contact Center 55

Contact Center Banking Poor Customer Service Insurance 55

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. This blog delves deeper into a candid conversation between Rebecca Colwell, VP of Product & Customer Marketing at Birdeye, and special guest Steven Greer, COO of Genesis Counseling Center.

Communication 58

Communication 2023 Customers Insurance 58

Customers That Stick

DECEMBER 15, 2014

If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. The Month in Customer Service Blogging. Customer Experience vs. Customer Engagement — A Distinction Without a Difference? – Blog mashup monthly mash monthly mashup' VOLUME 37: November 2014.

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Contact Center Document 2014 Social Media 126

NICE inContact

MARCH 21, 2018

This is part three of a four part series about Cloud Native vs Cloud Hosted. In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. You can now achieve that.

Contact Center 57

Contact Center Customer Experience Blog Definition 57

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Are you tracking these 3 customer service metrics in your contact center?

NPS 48

NPS Metrics Net Promoter Score Customer Service 48

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

Contact Center 48

Contact Center 2010 Competitive Advantage Call Recording 48

Magellan Solutions

AUGUST 11, 2021

Telemarketing Call Center Philippines can give you access to a team of SEO experts that can help you optimize your website and posts. That is why if you do not have the funds to train agents, better hire a call center company that can help you get the best agents without breaking your bank account. Special offers.

Call Center 52

Call Center Social Media Advertising Contact Center 52

Beyond Philosophy

MARCH 31, 2022

In this example, mental accounting is the difference between wasting the money on the gas you already bought vs. the money you would save on the gas you want to buy. Unfortunately, those cuts tend to fall in the customer service group, like the call center. This short-sighted customer strategy drives me around the bend!

Customer Experience 89

Customer Experience 2022 Call Center Customer Centricity 89

NICE inContact

OCTOBER 29, 2018

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. Contact Center software and hardware is replaced every couple of years because it either wears out or because it no longer provides needed functionality.

Contact Center 48

Contact Center White Paper Call Center Omnichannel 48

Totango

MAY 5, 2021

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Especially pertinent to customer service , these scores reflect elements such as agent responsiveness during a support call or how helpful/accurate the delivered information was. Were there resources readily available?

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Measurement Customer Experience Net Promoter Score Effort Score 118

Lithium

JUNE 2, 2021

Some blog areas are limited to Khoros customers only. How to calculate 'Cost Savings' within a Community Calculating just how many contacts to your Support Center have been deflected by Community is easy with a standardized formula you can apply via a basic survey and a few simple Community metrics. Webinars & Events.

2021 52

2021 Roadmap Webinar B2C 52

Bold360

SEPTEMBER 23, 2020

Perhaps your credit union has been fielding member calls about applying for Paycheck Protection Program (PPP) loan forgiveness. Worried about the risk of visiting a branch in person, members who are using remote deposit capture for the first time are contacting you for technical support. Digital Tools Vs. a Digital-First Approach.

Call Center 52

Call Center Financial Events Banking 52

PeopleMetrics

JULY 17, 2018

Market Research vs. VoC. visit to store, call to contact center, visit to website). P.S. What did you think of this blog post? Market research methods are great for solving the right problem, and I am a big fan, but it’s not VoC and it’s not the optimal approach to customer experience management.

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Measurement CEM Telecommunications 2001 210

CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. Jeff’s keynote centers around three reasons why this might happen. Quality vs Quantity The first happens when you ask agents to balance quality and quantity. New software and solutions are dazzling and daunting in equal measure.

Contact Center 51

Contact Center Customer Service 2019 Culture 51

Totango

OCTOBER 20, 2020

This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. Especially pertinent to customer service , these scores reflect elements such as agent responsiveness during a support call or how helpful/accurate the delivered information was. Were there resources readily available?

Measurement 84

Measurement Customer Experience Net Promoter Score Effort Score 84

Avaya

JANUARY 16, 2018

This reminds me of a piece I once wrote about Tool vs. Toy , which explores the changing value of technology driven by users vs. investors. This means systems that go far beyond traditional contact center and UC; technology that reimagines communications and redefines business value as we know it.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

Natalie Petouhof

MARCH 10, 2016

Tweet New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution. However, often times those “marketing” type calls go to the contact center.

Marketing 45

Marketing Contact Center ROI Advertising 45

Avaya

JUNE 10, 2019

According to Forrester , CX leaders grow revenue faster, with a 17% compound average revenue growth rate vs. 3% over CX laggards. Active monitoring follows the exact journey that a customer takes – e.g. calling into an IVR, selecting specific paths, and completing a transaction or transitioning to a live agent.

Competitive Advantage 56

Competitive Advantage Contact Center Customer Journey Interaction 56

CSM Magazine

MARCH 27, 2020

The evolution happened like this: In the 60s, we got call centers. In the 80s, those call centers got expensive, so we automated them and moved them overseas. Customer Service vs. Customer Support. When do you call your manager and when do you call your product team? What holidays will you observe?

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Social Media E-support Customers Call Center 52

Natalie Petouhof

JANUARY 6, 2017

In addition, as in any advertising, it’s important to include a call-to-action. A call-to-action can be as simple as Book Now for travel, Learn More for addition features on a product, Contact us for more information or Shop Now to be taken to the actual online store or landing page or a click-to-call button.

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ROI Advertising Apparel Contact Center 40

ViiBE Blog

FEBRUARY 28, 2022

ViiBE Blog How can live chat integration with co-browsing improve CX? Live Chat builds databases Every time a customer contacts your live chat support, they provide you with valuable data that can be used for your product and service improvement as you get closer to understanding your clients’ needs. What is a live chat?

2021 52

2021 Download E-support 2022 52

ViiBE Blog

DECEMBER 14, 2020

Customer satisfaction First contact resolution rates Service efficiency . Augmented Reality vs. WebAR. By facilitating higher first contact resolution rates, technicians are able to spend less time on the road. Paired together, augmented reality remote assistance has a proven track record of boosting ROI and KPIs including.

Insurance 52

Insurance 2024 ROI Omnichannel 52

BirdEye

AUGUST 28, 2023

In this blog, you will learn actionable steps to create an irresistible social media profile for your business. It also includes your business’s logo, profile picture, contact information, photos, and news updates. Personal vs. professional social media profiles – what works best? Not having a clear purpose.

Social Media 52

Social Media Entertainment Multi-Channel 2023 52

LiveChat

JANUARY 20, 2017

They began to fill large rooms with call center agents who spent their time answering incoming calls and helping their customers. The 80s introduced toll-free numbers, and during the 90s, call centers become essential for customer service. That’s about 10 years. Next was live chat. We can instant chat.

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Customer Service Customer Experience Social Media 2004 62

Service Untitled

SEPTEMBER 27, 2010

Service Untitled The blog about customer service and the customer service experience. In a call center, there are super stars, top performers, middle of the road workers, and low performers. Since this team member only completed half as many calls as the rest of the team, it was time for some coaching.

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Blog 2010 2006 Call Center 44

Talkdesk

DECEMBER 8, 2015

This list of tips would be great fodder for water cooler chat at a call center. Company and coworker bonding can be the glue that holds your contact center together when the number of requests is overwhelming. Customer Service Expectations: Japan vs. USA. 4 Ways to Stay Mindful During the Busiest Time of Year.

Customer Service 40

Customer Service 2015 Customer Centricity Customer Service Representative 40

Avaya

JUNE 3, 2016

The buzzword in Customer Service and Contact Centers over the past few years has been omni-channel. There is confusion and a very different definition by businesses around the world that use the term vs. how vendors use it! It started with phone calls. Let’s think a little bit about the history of customer service.

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Multi-Channel Reference Social Media Contact Center 40

delighted

SEPTEMBER 27, 2019

Open forum team meetings and calls for input from employees can be used to gather details, but they aren’t effective ways to get your finger on the pulse of your customer service department. Many customers take to social media, especially Twitter, to call out product defects and lapses in services provided. Then switch.

Customer Service Strategies 42

Customer Service Strategies Customer Service Social Media Exceptional Customer Service 42