Thu.Feb 29, 2024

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The Anatomy of an Effective Contact Center One-on-One Conversation

Customer Service Life

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program.

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How to Anticipate and Address the Unintended Consequences of CX Transformation

Execs In The Know

Humor me for a second, and imagine your company is Homer’s Odysseus. And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.


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Amplitude’s Jenna Elliott on navigating the future of customer success


It’s the world’s worst kept secret right now that the realm of customer experience is being completely transformed by AI – spanning customer support, success, and beyond. In customer-centric companies everywhere, strategies are being recalibrated, tactics switched up, and old playbooks thrown out the window. But what changes are being made? This week on The Ticket podcast, our VP of Customer Support Declan Ivory chats with Jenna Elliott , VP of Global Customer Success at digital analytics platfo

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Industry Report: State of the Contact Center 2024


With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center.

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Reimagine Your Communications With A Unified Platform

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.

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Mastering ‘Mental Accounting’: The Key to Persuasive Buying Decisions

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges.

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The Top 10 Remote Customer Service Job Websites That Hire


With the extensive availability of internet services globally and significant growth in affordable personal computers and laptops, many companies are hiring remote customer service professionals The post The Top 10 Remote Customer Service Job Websites That Hire appeared first on CXService360.

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The importance of moving from on-premise to cloud-based tech?


With more than 40,000 calls per month, long hold times, overwhelmed contact centre agents, and frustrated customers, the reality for Ombudsman Services – the UK’s leading independent dispute resolution company – was challenging. With a growing number of businesses and consumers relying on its specialist services, it needed to find a new way of working to create a more agile and scalable contact centre.

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Master How to Create a Questionnaire: A Step-by-Step Guide for Effective Surveys

Zonka Feedback

The best way to know how your customers and stakeholders feel about your business, products, or services is to ask them. A good questionnaire can serve this purpose.

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Royal Mail - yet more bad news

The Customer Service Blog

The price of stamps will rise yet again next month - the fourth increase in two years for the cost of sending a letter first class. Royal Mail has announced that the price of a first-class stamp will rise by 10p to £1.35 and second-class stamps will increase by 10p to 85p. The price rises come after a warning by the loss-making company over the impact of higher costs and lower demand for letters.

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7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift


7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. The MSP market has become extremely competitive and customer service matters a lot in providing a competitive edge. As per one recent study by Datto, MSPs, on average, serve 122 clients.

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How Retailers Are Transforming Customer Experiences with Data & AI

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.

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Falling for February integrations


Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Route’s strategic integration with Zendesk redefines customer support dynamics for e-commerce entities, enabling support representatives to seamlessly monitor, address, and initiate claims without ever leaving the Zendesk interfac

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Are Teaser Offers Worth the Trouble in Banking?


Teaser offers are popular among banks to attract new customers and deposits. Bank executives should focus on fairness, ease of execution, value, and effectiveness. Offers should be clear, consistent, and easy to understand to avoid negative perceptions. Source The post Are Teaser Offers Worth the Trouble in Banking? appeared first on NGDATA.

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Revenue churn: What it is + how to calculate it


What is revenue churn? Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. Revenue churn is most relevant for software-as-a-service (SaaS) companies or subscription-based businesses. Today’s consumer has an endless amount of choices at their fingertips.

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4 Strategies for CUs to Strengthen Member Trust and Succeed This Year


Credit unions need to prioritize a digital-first mindset, data-driven decision making, exploring the role of AI, and supporting small businesses and gig workers. These strategies can enhance member loyalty, offer relevant financial fitness offerings, and solidify and grow member trust. Source The post 4 Strategies for CUs to Strengthen Member Trust and Succeed This Year appeared first on NGDATA.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Why is Employee Satisfaction Important: Its Impact on Business Success


Happy employees, happy business. It’s not just a saying, it’s a strategic imperative. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience.

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Credit Unions Bank on Personal Relationships as Foundation for Payments Innovation


PSCU/Co-op Solutions' new BNPL solution allows credit unions to engage members, tailor eligibility criteria, and help members achieve their financial goals by converting transactions into buy now, pay later arrangements. Source The post Credit Unions Bank on Personal Relationships as Foundation for Payments Innovation appeared first on NGDATA.

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Product News – February 2024


Lumoa Product News for February 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice.

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Rewired and running ahead: Digital and AI leaders are leaving the rest behind


Companies with strong digital and AI capabilities are leaving others behind. Leaders outperform laggards by 2 to 6 times across every sector analyzed. By better integrating digital and AI throughout the customer journey, leaders achieve significant TSR outperformance. Source The post Rewired and running ahead: Digital and AI leaders are leaving the rest behind appeared first on NGDATA.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Customer Experience matters in B2B relationships


A lesson on shared responsibility Photo by Nick Fewings on Unsplash Customer experience is a crucial competitive advantage in business-to-business (B2B) relationships. Every interaction a client has with your company, from customer service to billing, shapes their perception of your brand. One negative interaction can unravel years of goodwill. This was recently highlighted when one of our clients described an unpleasant encounter with a key supplier.

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6 Best Practices to Drive CRM Adoption


If you’re struggling to increase your CRM adoption rates, you should know you’re not alone. According to one of our most recent reports , 34% of the respondents claim that technology adoption is one of the most prominent CRM challenges across their organization. While many think there is a quick fix for this struggle, the truth is that you’ll have to work on developing a rock-solid adoption strategy and regularly chat with stakeholders for feedback and recommendations.

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