Bill Quiseng

APRIL 5, 2023

QUI QUOTE: As their leader, the value to your employees is in their personal interactions, not your business transactions. For their well-being, employees want emotional remuneration, not just financial ones. Don’t ask them, “What can you do for me and my business?” Instead, ask your employees these two questions: “What do you think? and “What can I do for you?

Customer Service 88

Customer Service 88

Qmatic

APRIL 5, 2023

Instead of guessing what your customers want and how you can enhance your interactions with them, wouldn't you rather know? While soliciting feedback can be a hair-raising experience, it's also one of the best tools in your arsenal for building better customer experiences.

Customer Feedback 80

Customer Feedback Customer Experience 80

Myra Golden Media

APRIL 5, 2023

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. Signposting is the art of guiding the conversation using clear and concise language to let the caller know what to expect next. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.

Healthcare 62

Healthcare Sales Technology Technology 62

ModSquad

APRIL 5, 2023

Self-service – or Tier-0 – customer support is attractive for many reasons for both you and your customer. For customers, this sort of deflection technique is typically the fast way for them to resolve their issues. It empowers them and increases satisfaction. For you, it typically translates to lower CS costs and higher CSAT scores. What happens when a customer needs more?

Customer Satisfaction 59

Customer Satisfaction Customer Experience 59

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Intercom

APRIL 5, 2023

Support teams are more stretched than ever. As expectations grow and resources shrink, it’s easy for support teams’ workloads to feel unwieldy, and sometimes unmanageable. For support managers balancing day-to-day support tasks, long-term strategic planning, and team development, it can be a struggle to give workload management the time and attention it deserves.

Start-ups 59

Start-ups Customer Service Customer Expectations Customer Satisfaction 59

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. By leveraging call centers, they provide customer support, answer customer queries, resolve issues with products or services, and even accept orders or requests over the phone. A recent stat shows that almost 90 percent of customers feel that the experience is as important as the product or service.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

The DiJulius Group

APRIL 5, 2023

Layoffs are all over the news lately, and the word “recession” is everywhere. As a business owner, you may be fielding your employees’ questions about how a recession will affect your business. Smart business owners recognize the need to prepare for a recession before it becomes a reality. Preparing for a recession may feel counterintuitive–like.

52

52

DMG Consulting

APRIL 5, 2023

Question: Is there a way to consolidate the information from all of our separate contact center systems? Answer: Contact center performance management (CCPM) solutions enable managers to review only a small number of reports, dashboards, and KPIs to understand their performance, instead of looking at reports from dozens of individual systems. CCPM applications collect, cleanse, integrate, and analyze data from multiple contact center and external applications and generate dashboards and balanced

Contact Center 48

Contact Center Scorecard 48

Zonka Feedback

APRIL 5, 2023

Deliver Surveys to the right audiences, power your product feedback like never before and get the data that really matters.

52

52

CX Network

APRIL 5, 2023

Learn how cutting marketing and acquisition costs could end up costing you more in the long-run

CX 57

CX 57

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

CSAT.AI

APRIL 5, 2023

Like most industries, customer service has its own jargon – chock full of acronyms (context is everything). Here is a customer service dictionary of 65 common terms and acronyms with some links if you want to go deeper. Abandonment Rate: This metric measures the percentage of customers who abandon a call or interaction before it is completed. Agent: see Customer Service Agent (CSA) Agent Life Cycle: The total time an agent is with their employing company.

Contact Center 97

Contact Center Customer Service Net Promoter Score Artificial Intelligence 97