Sat.Nov 12, 2022 - Fri.Nov 18, 2022

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7 Ways How Knowledge Management Improves Call Center Productivity

Knowmax

The post 7 Ways How Knowledge Management Improves Call Center Productivity appeared first on Knowmax

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How to hold customer service employees accountable

Inside Customer Service

Accountability is difficult. Some managers want to avoid a confrontation. Others struggle with timing in a fast-paced environment. For a few managers, accountability discussions feel like the first step towards inevitably losing an employee. Have you tried replacing someone right now? It's hard.

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The Problem Pause

Adrian Swinscoe

Whenever we face a problem, why is it that we invariably jump into fix or solution mode? Why don’t we spend more time understanding the problem? […]. The post The Problem Pause first appeared on Adrian Swinscoe

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5 Principles for Creating an Awesome Team

The Belding Group

Too often we expect our teams to grow and flourish, but we don’t provide them with the conditions they need to succeed – things such as good working conditions, adequate training or a meaningful support system. Shaun Belding | www.shaunbelding.com. Winning with Employees team building

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Customer Service Teamwork: Good Cop – Good Cop

Shaun Belding

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization.

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CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher

Adrian Swinscoe

Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well […]. The post CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher first appeared on Adrian Swinscoe

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Chili Piper’s Co-Founder Alina Vandenberghe on bootstrapping your way to success

Intercom, Inc.

We talk a lot about scaling when there’s VC funding involved, but bootstrapping is a whole other game.

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Imagination And Connection Go Hand In Hand

Shaun Belding

Imagination and Connection go Hand-in-Hand The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie.

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Automation: What’s Missing in Your Customer Service Strategy

CSAT.AI

Automation covers technologies across many processes and fields. In regard to customer service it’s using technologies instead of people to accomplish both customer facing and back end tasks. Customers are leaning into automation according to McKinsey research.

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December CMI Placeholder

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Evolution of Customer Experience in E-Commerce 2023

Lumoa

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites.

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Ways to Measure Agent Performance to Boost Productivity

Zonka Feedback

Customer Service Agents are the heart of any organization. They might not be the decision-makers or the ones pulling the ropes but they are definitely the ones interacting with the customers and being out there as the face of the company.

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Customer Service Teamwork: Good Cop – Good Cop

Shaun Belding

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization.

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What is SIP Trunking: Your Questions Answered

Fonolo

Contact centers’ conversion to SIP trunking technology has been an ongoing industry success story. For starters, using SIP technology to enable voice and video calls, messaging and data transmission saves money: up to 50% according to Gartner analysts.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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3 Practical Ways Your Customer Support Team Can and Should Listen to Customers

Customer Service Life

Image by Couleur from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. I was recently thinking about certain practices we talk about in the world of customer experience.

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What Labor Shortage? Use Robots

The DiJulius Group

Today the U.S. has 3.4 million fewer workers participating in the job market compared to before the pandemic. Businesses have tried numerous strategies to cope with the lack of human labor—everything from reducing their operating hours to raising wages, to offering four-day work weeks.

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A Complete Guide to Omnichannel Customer Service

Comm100

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more.

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Turning Minutes into Seconds: What to Expect in CX in 2023 and Beyond

Customer Think

The customer service industry is used to a lot of talk about the voice of the customer in marketing literature and in the media. If we could make that collective voice literal, I think it would sound something like this: “Hey, it’s me – your customer.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Rising Support Demand Reduces Revenue – State of Support Part 1

TeamSupport

Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%.

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Don’t Let a Process Get In the Way of Making Smart – Even Common Sense – Decisions

Shep Hyken

Here is another customer service horror story about a woman who was so fixated on a process that it almost cost her “customer” his life. . My friend Jerry went to the emergency room of his local hospital. He was in excruciating pain. Something in his abdominal area was not right.

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How CCaaS Providers are Increasing Customer Value with Digital-First Partnerships

Comm100

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent.

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How Do I Make Customer Success More Personal?

ClientSuccess

Customer success managers have their work cut out for them when it comes to retaining and growing customers. It takes a lot of hard work to draw customers into your company in the first place, so you must work to keep those customers more than satisfied once they decide to work with you.

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Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

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Succeeding at Digital Transformation in Today’s World

Customer Think

To be able to talk about success, it is crucial to first comprehend what the term entails. As of right now, digital transformation is the phrase of choice. Now, before we get into how to achieve success in digital transformation, let’s first discuss what digital transformation is.

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Gratitude Grows Gains from Employee Experience Strategies

ClearAction

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Gratitude nurtures common courtesy that’s central to diversity and inclusion.

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How to Create a Customer Journey Map: A Step-By-Step Guide

Qmatic

Delivering exceptional experiences — whether you're a government agency, healthcare facility, or retailer — is key to driving growth today.

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The Future Contact Centre – How CCaaS Providers Can Deliver Digital with a Single Partnership

Comm100

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth.

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Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.