ShepHyken
JULY 31, 2023
Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. Understanding and predicting customer needs are key to effective customer engagement.
Callminer
JULY 31, 2023
Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer satisfaction.
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ShepHyken
JULY 31, 2023
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. 12 Steps To Turn Customer Complaints Into Positive Experiences by Young Entrepreneur Council (Forbes) By actively listening to the customer’s concerns, businesses can demonstrate empathy, foster trust and find effective solutions that resolve the issue at hand and enc
Nicereply
JULY 31, 2023
A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. And the easiest way to get customer feedback is by using customer satisfaction surveys.
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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.
TeamSupport
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Playvox
JULY 31, 2023
When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps.
LiveVox
JULY 31, 2023
Customer service is a critical aspect of any business, and staying informed about the latest trends and customer care statistics can help companies provide better support to their customers. In this article, we have compiled the most vital customer service statistics for 2023, so you don’t have to spend hours researching. These statistics are based […] The post Quick Guide: Customer Care Statistics for 2023 appeared first on LiveVox.
Enghouse Interactive
JULY 31, 2023
Contact centers have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change.
Cisco - Contact Center
JULY 31, 2023
Today, Cisco XDR is generally available, making it a great day to discuss, “What’s in a name?” By now we hope you have heard that Cisco XDR is a game changer.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
OctopusTech
JULY 31, 2023
Customer engagement and happiness have emerged as the cornerstones of successful eCommerce businesses in today’s growing digital market. As competition heats up, businesses choose live chat outsourcing method to attempt to separate from the crowd and create genuine connections with their customers. Live chat has emerged as a game changer in this environment, enabling firms to build real-time, individualized connections with website visitors and potential customers.
Cisco - Contact Center
JULY 31, 2023
A shift in how the U.S. Federal Government connects to the Internet is underway.
OctopusTech
JULY 31, 2023
If you haven’t received a response from your clients about your services for a long time, then you should immediately take necessary actions like using live chat outsourcing to find out the reason by checking the quality of your products and services. You can achieve this is when you allow your users to build a live chat conversation with you. It would be great for a company if they already have an in-house team to perform this task.
Select VoiceCom Blog
JULY 31, 2023
It’s official! Select VoiceCom (SVC) is a Great Place To Work®! After undergoing a research-backed, globally recognized assessment process, SVC has been certified to meet the people-first workplace benchmark. “Clients consistently praise the dynamic efficiency with which our people approach work, and we believe that energy comes from having a company that’s exciting to work for,” says Trevor Michael, president of SVC.
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.
Vistio
JULY 31, 2023
As contact center leaders, we understand the critical role our teams play in delivering exceptional customer experiences. And behind every high-performing team is a well-thought-out staffing strategy.
NobelBiz
JULY 31, 2023
In today’s rapidly-evolving business landscape, call queuing stands as a paramount component for efficient customer communications. This advanced mechanism not only ensures customers are catered to promptly but also streamlines business operations. Dive deep into the intricacies of call queuing and how it’s revolutionizing the way businesses handle customer communications.
Nicereply
JULY 31, 2023
A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. And the easiest way to get customer feedback is by using customer satisfaction surveys.
Select VoiceCom Blog
JULY 31, 2023
It’s official! Select VoiceCom (SVC) is a Great Place To Work®! After undergoing a research-backed, globally recognized assessment process, SVC has been certified to meet the people-first workplace benchmark. “Clients consistently praise the dynamic efficiency with which our people approach work, and we believe that energy comes from having a company that’s exciting to work […] The post Select VoiceCom is Great Place to Work®-Certified™!
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Kapta Customer Success
JULY 31, 2023
CEO of Kapta, Alex Raymond , gave a presentation at KAMCon 2023 about what businesses need to do to thrive in a world where customer expectations have changed.
Zappix
JULY 31, 2023
In the fast-paced digital era, businesses across various industries continually strive to enhance their customer experience. One crucial aspect of this pursuit is.
AWS Machine Learning
JULY 31, 2023
If you are a business analyst, understanding customer behavior is probably one of the most important things you care about. Understanding the reasons and mechanisms behind customer purchase decisions can facilitate revenue growth. However, the loss of customers (commonly referred to as customer churn ) always poses a risk. Gaining insights into why customers leave can be just as crucial for sustaining profits and revenue.
CSM Magazine
JULY 31, 2023
The world of gambling has experienced a profound transformation in recent years, driven by rapid technological advancements. This article delves into the exciting changes brought about by innovation and how they have reshaped the gambling industry as we know it. From the convenience of online betting to the immersive experiences of virtual reality gaming and the advent of cryptocurrencies, we explore how technology has revolutionized gambling, offering new opportunities and challenges for both p
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
AWS Machine Learning
JULY 31, 2023
Drug development is a complex and long process that involves screening thousands of drug candidates and using computational or experimental methods to evaluate leads. According to McKinsey , a single drug can take 10 years and cost an average of $2.6 billion to go through disease target identification, drug screening, drug-target validation, and eventual commercial launch.
JivoChat
JULY 31, 2023
Canva website builder is a solution for many people who don’t know how to code or design web pages to create their own website. You will be able to create different types of web pages and personalize them. To make it even easier, it’s important to get acquainted with the tools offered by Canva and explore its features. Test layouts, different templates, and the numerous possibilities offered by the software.
Select VoiceCom Blog
JULY 31, 2023
Building a customer service dream team is not easy. Discover expert tips and effective customer service team building strategies in this infographic! The post The Ultimate Guide to Building a Customer Service Dream Team appeared first on Select VoiceCom.
SmartKarrot
JULY 31, 2023
Do you want sustainable business growth? You need to focus on your customer success. You might already be aware of the importance of customer success for any business. To achieve the feat of customer success you will undoubtedly need a deep understanding of your customer’s pains, needs, desires, and most importantly, their behaviors. This is where the customer success dashboard comes into the picture.
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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