Jon Arnold

JANUARY 4, 2023

Lots to write about and lots to talk about, and the latest from my end can be found in the current editions of JAA’s Communications and Collaboration Review and my Watch This Space podcast. The current edition of WTS marks Season 6 of our podcast, so there’s a lot on offer in the archive if you want to check out earlier episodes.

Contact Center 76

Contact Center 76

kommunicate

JUNE 9, 2022

The post Top 14 AI Chatbot Platforms for Business [2022 edition] appeared first on Kommunicate Blog. While these are all important factors, the one factor that will keep your business in the minds of your customers is how you made them feel before, during, and [.].

Chatbots 98

Chatbots Marketing 98

VirtualPBX

DECEMBER 17, 2021

The post Do Not Disturb: Holiday Edition appeared first on VirtualPBX. It is more about that realistic human-sounding approach and not the robotic “we are here to see your leader” vibe. Now go forth and enjoy your time. You deserve it.

voip 98

voip Call flow Marketing Technology 98

CSM Magazine

OCTOBER 20, 2022

Editing is a necessary part of the writing process. When you edit what you write, you inevitably make it better. Proofreading and editing essays can seem tedious, but it’s actually a simple task if you tackle it in an organized way. To start editing your essay , use the spell checker to check for spelling errors.

Feedback 52

Feedback 52

DMG Consulting

OCTOBER 2, 2023

To learn more about the special edition Report Generative AI: A New Paradigm for Contact Centers and Customer Service, visit dmgconsult.com , or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.

Consulting 59

Consulting Consulting Contact Center Customer Service 59

JivoChat

DECEMBER 21, 2021

To keep your profile updated with the latest trends, it’s essential to count on the best video editing apps for Instagram. With intuitive interfaces, you will see that it isn’t necessary to be a specialist in the audiovisual area to learn how to edit. Do you want your team members to help to edit the video? Apowersoft.

Scripts 52

Scripts Engineering Accountability Marketing 52

LiveVox

JULY 28, 2021

In our 2nd Edition Work From Home Report The Remote Tipping Point we surveyed over 300 contact center executives from across […]. The post 2nd Edition WFH Report: Is Remote Work Working? There’s a gap in remote satisfaction, and it seems most managers are in a rush to get back to the office.

Contact Center 98

Contact Center Surveys Management 98

Cisco - Contact Center

AUGUST 3, 2023

Introduction In today’s ever-changing digital landscape, there is a pervasive threat that continues to grow: phishing attacks. Seriously, can’t Joe in finance resist clicking on that sketchy a… Read more on Cisco Blogs

Finance 93

Finance 93

Interactions

AUGUST 12, 2022

The post Conversational AI in CX: The Cliffs Notes Edition appeared first on Interactions. It’s imperative that your decision-making process includes vendor vetting where you ask detailed questions about experience, design, and referenceable results to ensure your application works exactly the way you want your brand to be represented.

Virtual Agent 71

Virtual Agent Self service Scripts Technology 71

Jon Arnold

JANUARY 6, 2021

It’s a new month, and a new year, so that means it’s time for the next edition of JAA’s Communications and Collaboration Review , along with the first episode of Season 4 for our Watch This Space podcast.

73

73

CSM Magazine

APRIL 8, 2020

Lumin PDF allows its users to view, edit, and share PDF s in the cloud. All you need to do is just open your file and hit the edit button. Now you can share, link, and edit PDF files right in your browser, without having to pay for software like Adobe Acrobat. Here’s how you edit PDFs in Adobe Acrobat.

Accountability 52

Accountability 52

Method:CRM

JULY 11, 2022

The post How to improve the customer experience: Small business edition appeared first on Method. CRM software like Method:CRM is built to empower you to deliver the best customer experience possible. Schedule a free 30-day trial of Method:CRM today! Image credit: Andrea Piacquadio via Pexels.

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

Global Response

NOVEMBER 10, 2021

The post What Clients Want from Customer Support: 2021 Edition appeared first on Global Response. Beyond providing a positive experience for customers, a large number of factors contribute to the customer experience which need more.

Customer Support 48

Customer Support outsourcing Customer Experience Best practices 48

Nuance

NOVEMBER 25, 2019

That’s right—the hub for AI innovation news and insights is back for another edition. In the summer, we focused on AI-driven contact center transformation, but for our fall edition we’re diving […] The post It’s back! Nuance IQ Fall Edition now live appeared first on What’s next. Or maybe the return of Nuance IQ?

Contact Center 59

Contact Center Enterprise 59

Nuance

NOVEMBER 25, 2019

That’s right—the hub for AI innovation news and insights is back for another edition. In the summer, we focused on AI-driven contact center transformation, but for our fall edition we’re diving […] The post It’s back! Nuance IQ Fall edition now live appeared first on What’s next. Or maybe the return of Nuance IQ?

Contact Center 59

Contact Center Customer Experience 59

Talkdesk

MAY 12, 2020

The post WFH edition: How to successfully manage your remote team appeared first on Talkdesk. At Talkdesk®, we have designed a checklist to help contact center leaders and supervisors successfully navigate the transition to WFH and continue to effectively manage and empower their agents. Check it out below.

Management 82

Management Contact Center Surveys 82

Balto

JULY 6, 2023

In this new edition, the Conversation Excellence Lab updated its data processing methodology to bring increased granularity to its content. The post Balto Releases Q2 ’23 Edition of Real-Time Index, Highlighting 200M+ Call Trends by Industry and Use Case appeared first on Balto.

B2B 52

B2B Healthcare Contact Center Enterprise 52

Balto

OCTOBER 25, 2022

In this new edition, the Index provides more granular data on not just an industry level, but a use case level. This edition of the Index also provides change over time: how often is a given objection being used today, compared to last quarter? The Financial Services industry has been added in the new edition.

Coaching 52

Coaching Contact Center Healthcare Best practices 52

LiveVox

MARCH 20, 2020

The post What We’re Reading Right Now: COVID-19 Edition appeared first on Livevox. When social gatherings become a health hazard, some of us may be scratching our heads wondering how we’ll fill our time in this new normal. Below, we’ve compiled a list of helpful.

60

60

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. The 2022 CX Trends and Insights, Consumer Edition report is available to download now: [link]. Zenarate is the “flight simulator” for customer and prospect engagement.

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52

CustomerGauge

JUNE 1, 2017

The post CX & NPS® Trends for 2020 – Influencers Edition appeared first on CustomerGauge. Customers have become increasingly empowered with technology and now demand a highly personalized and frictionless customer experience that meets their needs and expectations.

Customer Experience 87

Customer Experience Technology Personalization 87

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. As I researched new ideas for this edition of The New Rules of Marketing and PR , I conducted interviews either in person or on Zoom.

Big data 402

Big data Marketing Personalization Customer Service 402

CustomerSuccessBox

MARCH 2, 2022

The post Global Customer Success Software Market share: 2022 Edition appeared first on. Old players are emerging with unique and innovative solutions to conserve the market share and to be the industry leaders. As a result, the customer success software market size will be remarkable in the future.

Marketing 52

Marketing Transportation Enterprise Analytics 52

Totango

JULY 12, 2019

Given the overwhelmingly positive response to our Executive Forum in Napa earlier this year, we are bringing the same focused, hands-on learning and collaboration approach to our Customer Success Summit – Team Edition. Learn more about our group rates and hotel accommodations for Customer Success Summit – Team Edition in NYC.

Best practices 54

Best practices Technology 54

Jon Arnold

DECEMBER 7, 2022

The December issue of JAA’s Communications and Collaboration Review is out now, along with the latest Watch This Space podcast. As the thumb below shows, Chris and I did a roundup of the November events I attended, along with our 2022 takeaways. Hope you like it!

Contact Center 76

Contact Center 76

ConvergeOne

JUNE 14, 2022

How are we still talking about network modernization in 2022, you might ask? That is a fair question. The simple answer is that most companies and enterprises have yet to begin the process of modernization in earnest and instead continue down the well-worn path of early 2000s networking.

Transportation 76

Transportation Wireless Enterprise Technology 76

Jon Arnold

JANUARY 7, 2019

The current edition went out via email to my subscribers today, and I’ve already had some nice feedback. Very few people really know what indie analysts do, and even fewer have a sense of our range of services, or my entrepreneurial style. Good to know people are reading it, and enjoying the content.

Feedback 45

Feedback Contact Center 45

Talkdesk

APRIL 21, 2020

This is an updated edition. The post WFH edition: Etiquette is the ticket to great customer experience appeared first on Talkdesk. Adopt these tips today and incorporate them into the conversations you have with customers. You’ll see the benefits well into the future. To read the original, go here.

Customer Experience 58

Customer Experience Contact Center Coaching Consulting 58

Jon Arnold

NOVEMBER 3, 2022

I usually publish these on the first Tuesday of the month, but with all the travel happening now, things had to slide for one day, but they’re running now. The timing is also impacted by how the calendar falls, and for November, the first Tuesday happens to be on the 1st, and I usually don’t have everything ready on the 1st of the month.

Contact Center 88

Contact Center 88

Method:CRM

JULY 11, 2022

The post How to improve the customer experience: Small business edition appeared first on Method. CRM software like Method:CRM is built to empower you to deliver the best customer experience possible. Schedule a free 30-day trial of Method:CRM today! Image credit: Andrea Piacquadio via Pexels.

Customer Experience 52

Customer Experience Journey mapping CRM Metrics 52

Talkdesk

APRIL 16, 2020

This is an updated edition. The post WFH edition: 9 top qualities of a successful contact center agent appeared first on Talkdesk. You can also hold training sessions to help teach skills to your existing agents or even have them participate in online courses and certifications. To read the original, go here.

Contact Center 65

Contact Center Contact center software Service level Self service 65

VocalCom

MAY 13, 2020

Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution. In January 2020, the company chose to replace its existing contact center solution with Vocalcom’s Salesforce Edition solution. Their contact center agents manage mostly inbound, sales and service related enquiries.

contact center solutions 62

contact center solutions Cloud contact Contact Center Inbound sales 62

Jon Arnold

AUGUST 3, 2018

Until then, I hope you enjoy the current edition. Feedback is always welcome, especially for new things you'd like to see covered in our podcasts, and I would consider guest posts if there's a good fit. Summer is short, and I've never been busier, so come September, I should have more to report in the newsletter.

Feedback 40

Feedback Contact Center 40