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This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. Others saw their businesses dry up and were forced to lay people off. A report from Benchmark Portal found that agent satisfaction has remained fairly high.
When you’re working in a fast-paced industry, it’s all too easy to reach burnout no matter what role you’re in. And when you work on multiple concurrent projects and across lots of teams, the risk of burnout isn’t just high, it can feel inevitable. Many individual contributors (such as researchers, visual designers, content strategists, data scientists) who work horizontally across teams can be viewed as an infinite resource.
Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 on March 18.
How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Over the past year, the medical field has been facing one of its greatest tests in history, as frontline workers continue to fight against the global pandemic. Medical contact centers have been inundated with worried members seeking answers and support. While not physically on the front lines, call center agents have been facing their own challenges with massive call volumes as they attempt to help callers navigate health networks to get the support they need.
With customer expectations soaring higher than ever, how do you achieve fast, meaningful support, at scale? The world’s most customer-centric teams are turning to conversational, messenger-based support – and you can learn the proven strategies to do the same in our newly published Ultimate Guide to Conversational Support. Until recently, most support teams faced an impossible choice – stay personal with customers or get efficient as a team.
Customer service training needs to be on your short-term bucket list Reprinted with permission from Winning at Work Back in the olden days — say, five years ago — customer experience was recognized as the great competitive differentiator. The experience organizations provided for customers was a powerful force that made them stand out. The […].
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Customer service training needs to be on your short-term bucket list Reprinted with permission from Winning at Work Back in the olden days — say, five years ago — customer experience was recognized as the great competitive differentiator. The experience organizations provided for customers was a powerful force that made them stand out. The […].
Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.
6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story Q: What kind of customers do you want to attract? A: “I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers.” Q: How do you attract them? A: “Not by running discounts; this type of. Read Full Article.
On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues.
By Peg Ayers. The decision to engage a contact center consultant is not made lightly. Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed. Here at The Taylor Reach Group, for example, we are often called in to complete Strategic Assessments, where we analyze all aspects of a contact center and make a significant number of transformational recommen
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
What’s going on with the rise of branded coins and NFT? Most of you have been following the evolution of ‘traditional’ crypto-currencies like Bitcoin and Ethereum. In the past few weeks and months two new trends have started to emerge. The rise of branded coins. In the past few weeks, different people in the digital content creation world have launched their own crypto-currency.
In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World , to discuss the challenges that business leaders currently face. Zakaria’s book spans political, socioeconomic, environmental, and public health considerations and shows us how business and world events are inextricably tied.
The COVID-19 pandemic acted as a catalyst in the revamping of the BPO sector. With an urgent need to move operations remote, we saw many traditional BPOs going through digital transformation. At the start of the pandemic and its peak, things were looking bleak for the BPO industry so much so that a poll conducted by Deloitte in April 2020 showed that 32% of businesses believe the end of the pandemic will bring with it a reduction in outsourcing.
“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.” 1. That’s part of the definition of Customer Success as given to us by the Customer Success Association.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
A couple of weeks ago, Peter Hinssen and I were invited by our good friend Jeremiah Owyang to join the Rally.io platform. Rally is one of the platforms that offers content creators and brands the opportunity to create their own branded coin and it is funded by the renowned VC Andreessen Horowitz. Peter and I have visited their Silicon Valley HQ on many occasions.
“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important to prioritize in education?
Customer Success Managers (CSMs) field requests from every angle every single day. From upsell inquiries from sales to feature testing requests from product to the all-consuming customer requests, it is a lot to deal with. But one department tends to trickle through the noise with surprising clarity: marketing. Customer marketing is key. Your current customers are one of the best marketing channels available, regardless of your industry or product vertical.
In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot. However, some think that vaccine passports are discriminatory, particularly as it pertains to getting a job.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
What is Clubhouse? I loved the The Guardian ’s description of ClubHouse: “Part talkback radio, part conference call, part houseparty , Clubhouse is an audio-chat-based social networking app”. Users can listen in to conversations, interviews and discussions between interesting people on various topics – it is just like tuning in to a podcast but live and with an added layer of exclusivity.
Net Promoter Score® (NPS) is a measurement of Customer Loyalty, and if you think about it from that perspective, improving NPS should be straightforward — employ strategies to keep customers happier, turn detractors and passives into promoters and that's it! You're on your way to a better NPS Score. But in reality, it's a bit more complicated. What strategies should you employ?
A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. We’ll also provide a customer journey map template you can adopt and adapt to optimize your customers’ experience and increase client retention.
DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report. New-gen WFM uniquely positioned to address pandemic-related challenges. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What: Releases 2021 – 2022 Workforce Management Product and Market Report. When: Today, 11 March 2021.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Can B2B companies use the same customer experience strategies as B2C companies? The short answer is “yes”. B2B organizations can indeed use the same type of CX strategies as B2C companies. But it’s also a lot more complex, as they are very distinct types of markets. The biggest difference between them might be that the human relations in a B2B market are incredibly strong.
If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and spend huge amounts of money to do so. New York University reportedly spent $500,000 more on marketing in June 2020 than in June 2019, despite the financial challenges caused by Covid-19.
Do you have a favorite business? Perhaps a local restaurant where you’re greeted by name and immediately handed your beverage of choice. Or maybe there’s an online retailer who provides quick shipping and goes above and beyond to correct any issues. Or it might even be your trusty handyman who always makes himself available when the refrigerator breaks or the kids toss a ball through the kitchen window ( again ).
At CallCare, we’re proud to be one of a select group of outsourced contact centre and customer service providers in the UK that are regulated and authorised by the International Organization for Standardisation (ISO). This accreditation demonstrates our commitment to working to the highest standards and it can give you even greater confidence in the services we provide.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint. Glint is a People Success Platform that leverages real-time people data to help global organizations increase employee engagement, develop their people, and improve business results.
In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 98% of mid-to-large-sized companies implemented new tools or processes. 89% of leaders at mid-sized companies and 91% at enterprise businesses say the pandemic sped up technolog
Imagine a world where human connection becomes completely electronic. We’re actually beginning to see that happen now. There will come a time when that deep, spiritual exhaustion wears and descends on a culture. It will begin to blame external circumstances for internal performance. When that happens, it becomes a culture of victimization and apathy.
At CallCare, client satisfaction is one of the most important metrics showcasing the success of our renowned services. Learn more about three of our services that are a part of our bespoke solutions. Whilst being some of our most common service solutions, Telephone Answering, Virtual Reception and Virtual Switchboard may share some similarities, but here we discuss the differences.
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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