Taylor Reach Group

SEPTEMBER 3, 2021

by JD Fairweather. After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office. The Delta variant notwithstanding, it seems that employees are far too settled into the routine of managing teams, work, and calls to return to onsite employment anytime soon.

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Contact Center Start-ups Technology Technology 139

Customer Think

SEPTEMBER 3, 2021

Have a business VoIP phone system but worried about VoIP security? Here is a detailed post to help you understand how to best keep your voice over IP phone system safe and secure. How to Protect a VoIP Phone System? To protect your voice over IP phone system, you must first understand the common threats […].

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Contact Center Technology Technology 135

Shep Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. .

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Customer Experience Management Contact Center Customer Experience Engineering 129

Customer Think

SEPTEMBER 3, 2021

While the “gig economy” surfaced several years ago, it’s becoming increasingly relevant in today’s post-pandemic world. A Gartner analysis showed that organizations will continue to expand their use of contingent workers to maintain more flexibility in workforce management post-COVID-19. Here’s a look at how this gig economy evolution is likely to pan out as it […].

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Zendesk

SEPTEMBER 3, 2021

Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Over the past year, customer support agents have been dutifully fielding a sky-high number of queries from customers worried about canceled flights, ambiguous insurance conditions, delayed packages, and other urgent and emotionally-loaded issues. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work.

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Customer Service Customer Acquisition Start-ups Customer Satisfaction 94

Customer Think

SEPTEMBER 3, 2021

Loyalty points have always been a staple of brands’ loyalty programs. But 79% of consumers don’t want to wait for value anymore. Instead, they want immediate benefits like free shipping or instant discounts — and they’ll pay for them. With premium loyalty programs like Amazon Prime, CVS CarePass and GameStop PowerUp Rewards Pro, members pay […].

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Customer Loyalty 119

Customer Think

SEPTEMBER 3, 2021

Let’s ask better questions With text analytics and artificial intelligence and sentiment analysis, technology has really moved us into a new world of possibilities when it comes to understanding our Cus.

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Sentiment Analysis Artificial Intelligence Text Analytics Technology 75

Zendesk

SEPTEMBER 3, 2021

Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Over the past year, customer support agents have been dutifully fielding a sky-high number of queries from customers worried about canceled flights, ambiguous insurance conditions, delayed packages, and other urgent and emotionally-loaded issues. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work.

Customer Service 52

Customer Service Customer Acquisition Start-ups Customer Satisfaction 52

Customer Think

SEPTEMBER 3, 2021

With great power comes great responsibilities- it is the most iconic phrase written by Stan Lee and popularized by Spider-Man. Undoubtedly the line holds to disruptive technologies, including AI and ML. You might have heard only praise and good things about AI and ML, but that does not mean that they cannot become a bitter […].

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ML AI Technology Technology 72

The Customer Service Blog

SEPTEMBER 3, 2021

For many people, it has become standard practice to check an online review website before buying an expensive item, booking a holiday, trying out a new restaurant, or using a tradesman such as a plumber or electrician. But can we trust the reviews? How do we know they are genuine? Recent research suggests that many online reviews are fake. And the situation seems to be getting worse, with many companies paying third-party agencies (often based outside the UK) to create fake reviews using fake id

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Government Legal Customer Service Retail 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Think

SEPTEMBER 3, 2021

I recently recorded a webinar with LeveragePoint (link below) about “making a compelling case for change”. Those of you who have followed me over the years know that this has long been a favourite topic of mine, and with good reason: “no decision”, doi.

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Sales 72

Zonka Feedback

SEPTEMBER 3, 2021

Ensuring a remarkable Customer Experience (CX) in a customer relationship delivers improved engagement, retention, satisfaction, and, ultimately, better financial growth. According to American Express, 70% of Americans are willing to spend an average of 13% more with businesses or brands that provide excellent customer experience. Similarly, Oracle found that 86% of customers are willing to pay more for a better customer experience.

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Customer Experience Customer Relationship CX 52

MyCustomer Experience

SEPTEMBER 3, 2021

5The post-pandemic world has created a new hybrid working environment, with employees splitting their working hours between their homes and. 3rd Sep 2021. By Craig Farley Head of Consulting.

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Totango

SEPTEMBER 3, 2021

A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and your relationship, to discuss their future goals and plans, and to strategize how you can deliver more value to them based on those factors. These meetings can play a crucial role in the overall health and success of your customers, but they can also be very difficult to plan and execute. .

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer