7 Ways How Knowledge Management Improves Call Center Productivity
Knowmax
NOVEMBER 13, 2022
The post 7 Ways How Knowledge Management Improves Call Center Productivity appeared first on Knowmax.
Knowmax
NOVEMBER 13, 2022
The post 7 Ways How Knowledge Management Improves Call Center Productivity appeared first on Knowmax.
Adrian Swinscoe
NOVEMBER 18, 2022
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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Inside Customer Service
NOVEMBER 17, 2022
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. A LinkedIn post asked managers to share what they find most difficult about holding customer service employees accountable.
Callminer
NOVEMBER 17, 2022
Agents play a significant role in customer satisfaction. Read this blog for tips and best practices to improve frontline agent experience, including effective onboarding, ongoing training and more.
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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.
The Belding Group
NOVEMBER 15, 2022
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.
Adrian Swinscoe
NOVEMBER 13, 2022
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
NOVEMBER 17, 2022
We talk a lot about scaling when there’s VC funding involved, but bootstrapping is a whole other game. When there’s no outside capital flowing in to help you grow quickly, you need to be scrappy, ruthless in your priorities, and, let’s be frank, have a high risk tolerance and unwavering perseverance to pick yourself up back up again, and again, and again.
Fonolo
NOVEMBER 15, 2022
Ah, performance reviews. They’re a staple of almost every workplace, and call centers are no exception. In fact, these engagements are an essential part of running a successful customer service operation. Why? Agent performance directly impacts the caller’s experience. If your agents aren’t satisfied in their daily work, or they’re not doing their job properly, it can spell disaster down the road.
Customer Think
NOVEMBER 17, 2022
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. At this point you should know me and understand […].
Shaun Belding
NOVEMBER 15, 2022
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. One of his most famous quotes from “How to Win Friends & Influence People” is: “You can make more friends in two months by becoming interested in other people than you […].
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.
CSAT.AI
NOVEMBER 17, 2022
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. Though the majority surveyed (79%) use the telephone to connect to service, it’s also the channel that most (75%) don’t want to use in the future.
The DiJulius Group
NOVEMBER 14, 2022
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. But recently they have hit upon a new strategy, one that. Read Full Article.
Customer Think
NOVEMBER 15, 2022
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. Digital Transformation Digital transformation is happening more quickly […].
Beyond Philosophy
NOVEMBER 12, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. As if the world isn’t crazy enough—with the war in Ukraine, the cost-of-living crisis, the looming threat of recession, and the ostensible beginnings of catastrophic climate change— we learned a flesh-eating bacterium (Vibrio vulnificus) is running rampant in Flori
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.
Lumoa
NOVEMBER 17, 2022
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. In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. E-commerce sales are now projected to reach $7.4 trillion by 2025.
TeamSupport
NOVEMBER 18, 2022
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%. That means your support team is getting more emails, more requests, more everything. Chances are that your support team is already getting hammered by the sheer volume of customer issues, not to mention the potential for complexity.
Customer Think
NOVEMBER 14, 2022
Customer-centricity is an often misused term, but it actually has a pretty straightforward definition: put the customer at the center of all the business does. (It does not mean that we will always say “Yes” to everything the customer asks for, nor does it mean that the customer is always right.) That means that you […].
Zonka Feedback
NOVEMBER 16, 2022
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. Their performance can have a direct effect on Customer Experience that can be a major deciding factor in the success of your organization.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Zendesk
NOVEMBER 14, 2022
The headlines read daily of impending recession around the world, leaving us to wonder whether and when it will finally arrive—and if it does, what severity or duration we can expect. It’s unnerving, and yet we’re not strangers to uncertainty. If anything, we’ve learned over the past few years that we should both expect and prepare for change. And a lot continues to fluctuate.
Beyond Philosophy
NOVEMBER 17, 2022
The world is crazy. There’s a war in Ukraine. The UK has a cost-of-living crisis as energy prices are rising, and loads of people are moving into fuel poverty. There’s inflation, strikes, and the looming threat of a recession and catastrophic climate change. The current environment I describe is very stressful, with many things you cannot control, which makes a few things on the path forward uncertain.
Customer Think
NOVEMBER 17, 2022
Managing customer relationships is fundamental for growing startup businesses. They need to interact with clients at various stages of their journey, from making initial contact, for example, by sending them a digital business card, to finalizing a transaction. They also need to collect feedback and ensure successful customer retention. Like most business processes nowadays, customer […].
Qmatic
NOVEMBER 16, 2022
Delivering exceptional experiences — whether you're a government agency, healthcare facility, or retailer — is key to driving growth today. It all starts with clearly understanding who your customer is (which can be a patient, citizen, or visitor), their wants and needs, and preferred forms of communication and technology.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Comm100
NOVEMBER 15, 2022
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. However, this number is ever decreasing, and CCaaS providers that are only offering phone support, even alongside email, are restricting their growth and profitability.
Shep Hyken
NOVEMBER 16, 2022
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. He truly felt like he was going to die. . Doubled over in pain, he limped through the waiting room to the registration desk and begged to see a doctor.
Customer Think
NOVEMBER 16, 2022
I was reading a blog post written recently by Adam Voigt about UPA’s and I wanted to share that with all of my readers. Adam is first and foremost a skilled classroom practitioner and a highly successful Principal. Earning his first Principal.
CX Network
NOVEMBER 18, 2022
Why a one-size-fits-all approach does not work when attempting to deliver best-in-class customer experiences.
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
ClearAction
NOVEMBER 14, 2022
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. Ironically, when we appreciate differences, we’re more likely to discover commonalities.
ClientSuccess
NOVEMBER 15, 2022
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. One way to ensure your customers stay with you is to add a personal touch to customer success.
Customer Think
NOVEMBER 18, 2022
TweetLinkedInShareEmail A client asks:“What’s the best way to market to purchased lists like ZoomInfo? We have a debate between our marketing and sales teams on whether the best approach is marketing emails, sales outreach, or something else.&nbs.
Shep Hyken
NOVEMBER 14, 2022
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. (Harvard Business Review) Years ago, in the legacy, on-premises world of siloed call centers, in-house CX management was much simpler.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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