BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. Practice Makes (Almost) Perfect.

Contact Center 296

Contact Center Sports Conference Resources 296

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Since the beginning, I knew there was something unique about this company. We saw there was a true cultural fit.

Sales 177

Sales Customer Service Sports Contact Center 177

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Video Connections Interaction 207

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. And some of the simplest and most effective methods are right in front of us.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Comm100

NOVEMBER 15, 2022

The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. Digital omnichannel platforms like Comm100 can be integrated into contact centre software so every channel is combined into one platform and the customer only needs one piece of software. Grow customer base.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. He is excited to share earned secrets on how to automate the knowledge work done in contact centers.

Call Center 223

Call Center Contact Center How To Case Study 223

Calabrio

AUGUST 7, 2020

Whether long-term partnerships like Cisco or Avaya , or newer collaborations with Amazon Connect , Twilio or UJET , we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform.

Engagement 264

Engagement Contact Center Study Connections 264

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. These additional learning opportunities were a big hit, and we loved all the feedback from our customers about them.

Connections 147

Connections Contact Center Analytics Travel 147

Comm100

DECEMBER 12, 2023

With all this information to hand, agents can resolve more queries 1) faster and 2) on first contact. Now, it’s about being one step ahead. Proactive customer support, powered by predictive analytics, allows us to anticipate and resolve issues before they escalate. Learn more about our platform and keep ahead of the curve.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. One has to do with what I mentioned earlier about how my phone was more personal to me than the PC was.

Study 348

Study Transportation Survey Technology 348

Beyond Philosophy

APRIL 11, 2024

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: One of the things I talk about a lot with clients is customer emotions. One good thing about the Job to Be Done framework is it’s simple to understand.

How To 78

How To Exercises Video Customers 78

ShepHyken

JULY 29, 2020

We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. If, for some reason, there is a problem, we want our customers to know they can always count on us to resolve it for them. This is not about a boring experience.

Customer Experience 254

Customer Experience Customer Service Hospitality Customer Service Training 254

Beyond Philosophy

MARCH 29, 2024

Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact. Contacting people about products or services can take time and effort. Following older norms, like sending thank-you notes after interviews, can set us apart positively.

Communication 88

Communication Interaction Connections Consumers 88

Zeisler Consulting

FEBRUARY 20, 2024

“Your feedback is important to us.” He was trying mightily and even seemed a bit apologetic about how he’d prefer to do this or that for me, would like to help me out with this or the other, but simply wasn’t able to. Sometimes those are just words. And some Customers are suckers and will fall for it. Now, I’m not an egomaniac.

Feedback 93

Feedback Survey Customers Culture 93

Retently

MARCH 5, 2024

Yet, creating a culture of gratitude isn’t just about external interactions; it starts within your company. It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Your feedback made our day!

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

NobelBiz

APRIL 1, 2024

We would like to take this chance to thank each and every one of our clients who cast a vote for us in the G2 Fall report. We look forward to continuing our path of development and innovation, and we’re dedicated to upholding the high standards of excellence and quality that have brought us to this level of acclaim.

Call Center 52

Call Center Contact Center Report Meeting 52

Magellan Solutions

SEPTEMBER 19, 2023

However, instead of you reaching out to them, interested customers will contact you. Often, the reason is to inquire about your product or services. These people are likely to have researched your business before contacting you. They’re contacting you because they’re convinced of your product or service.

Exceptional Customer Service 98

Exceptional Customer Service Social Media Customer Satisfaction Advertising 98

BirdEye

DECEMBER 8, 2023

A follow-up email is a professional email sent to a client or prospect that you have contacted previously but have not heard back from. Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. Signature Include basic contact information and your full name.

Examples 110

Examples Communication Feedback Meeting 110

Zeisler Consulting

APRIL 2, 2024

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) Certain things lend themselves to self-assistance.

Contact Center 72

Contact Center Policies Customer Care System 72

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 94

Contact Center Chatbots Self Service Touchpoint 94

BirdEye

NOVEMBER 7, 2023

Best regards, [Your Name] [Position], [Car Dealership’s Name] [Contact Information] 2. Let us know your preferences, and we’ll guide you through the next steps! Best regards, [Your Name] [Your Position] [Car Dealership’s Name] [Contact Information] 3. Looking forward to assisting you in finding your dream car.

Sales 115

Sales Automotive Tips Advertising 115

Magellan Solutions

APRIL 22, 2024

User Experience Moderated platforms provide a good user experience by allowing users to engage and interact without worrying about exposure to heinous or harmful content. This includes rules about hate speech, explicit content, user privacy, and copyright infringement. TALK TO US! Contact us today for more information.

Tools 52

Tools Tips Guidelines User Experience 52

Magellan Solutions

JUNE 18, 2023

A dedicated contact center answering service might just be the ticket to the big time. While an answering machine would be a bit cheaper, it cannot exactly give real-time answers to callers who may have a question or two about your business, where you are, or the like. Ask us today for a free quote. TALK TO US!

Contact Center 97

Contact Center Meeting Tools Call Center 97

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Maybe it happened two days ago, and they just now have the time to contact you or the company. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

Beyond Philosophy

JANUARY 14, 2023

For example, I like to make drawings with pen and paper during my sales presentations with a contact. Scribbling away on my pad of already scribbled paper, I know that the contact is engaged and interested in how my services will help them achieve their goals. Tell us about it here. Please tell us how we are doing!

Financial 97

Financial Sales Consulting Tips 97

delighted

APRIL 1, 2024

By using a range of question types, post-event surveys extract both positive and negative sentiments that can be used to improve events in the future. Typically, post-event surveys ask about the event’s location, speakers, presentations, catering options, and more.

Survey 100

Survey Feedback Conference Net Promoter Score 100

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Our technology offers tremendous business value. .”

Connections 52

Connections e-support Customer Experience Financial 52

Beyond Philosophy

AUGUST 18, 2022

Cain says people think about leaders and people who change the world as extroverts, and many of them are. If you’re curious about these five dimensions and where you fit on these, there are quizzes that you can take online.). Also, they might make us more empathetic by understanding that people think differently from ourselves.

Measurement 147

Measurement Training Examples Leadership 147

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ But these functions are not CX, per se, if we’re talking about a CX function or department.

Contact Center 93

Contact Center System Customer Care Brands 93

Magellan Solutions

DECEMBER 4, 2023

Step into a world where excellence is guaranteed, and the journey begins with us. A pursuit of perfection drives us. Hospitality isn’t just about meeting expectations; it’s about exceeding them and setting new standards. Let’s explore the significant impact of our 24/7 contact center integration.

Hotels 52

Hotels Management Hospitality Guest Experience 52

Team Support

APRIL 12, 2024

Customers can find answers to their questions without even needing to contact support agents. One customer, POMS manufacturing , noted the rapid growth of its knowledge base after implementing TeamSupport: “Before TeamSupport, we had about 20-40 logins to our knowledge base per month. Take a product tour or book a demo with us today.

Self Service 52

Self Service Knowledge Base Resources Technology 52

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued. Key Ideas to Improve your Customer Experience.

Contact Center 148

Contact Center Interaction Self Service Consulting 148