Playvox
MAY 4, 2023
When I lived in Colombia, it seemed as if there were fruit stands on every corner. Some fruit sellers would even balance bags of fruit on sticks, running between cars to hawk their harvest. Piña (pineapple)! Tomate de árbol (tree tomato)! And my favorite, maracuya (passionfruit)! There were so many choices, but I always went back to the same stand. Why?
Beyond Philosophy
MAY 4, 2023
Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. 10 Rules for Building a Successful Consultancy Be brave and be committed.
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TechSee
MAY 4, 2023
As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications. One of the subsets of AI, machine learning, has lately emerged as a branch that goes beyond the core capabilities of AI.
ChurnZero
MAY 4, 2023
There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Multiple relationships benefit clients and service providers since they get to know each other on a deeper business level.
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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.
kommunicate
MAY 4, 2023
Last Updated on May 4, 2023 If you work at a bank or at a hospital, we have some news that will surely excite you. Our engineers have worked hard to bring you a feature-addition that has been asked by a lot of folks. So, here it goes. Banking and Healthcare chatbot templates : We [.] The post Here’s What’s New From May 2023 || Kommunicate Product Release Notes appeared first on Kommunicate Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
MiaRec
MAY 4, 2023
While researching contact center solutions, you might be overwhelmed with all the options on the market. From pricing to integration, you realize there are several factors that you need to consider.
LiveVox
MAY 4, 2023
LiveVox was recently named a Contender in The Forrester Wave™: Contact Center As A Service, Q1 2023 report. We were named among “the eleven providers that matter most” and earned among the highest score in the Outbound capabilities criterion, with Forrester noting our internal CRM as well as the strength of our reporting, dashboards, and […] The post LiveVox Proud to Be a Contender in Forrester’s 2023 CCaaS Wave appeared first on LiveVox.
Cisco - Contact Center
MAY 4, 2023
Did you know that in the United States alone, over 76 billion instances of highly confidential Protected Health Information (PHI) have been reported to be exposed in breaches in the past 24… Read more on Cisco Blogs
Jon Arnold
MAY 4, 2023
That’s the title of my latest article for Contact Center Pipeline , where I’m an occasional contributor. Telecom fraud takes many forms, and while we all know what those calls sound like, it’s likely far more insidious than you might think. I’ve been delving into this space recently, and my new article here is one facet of what I’m coming across. If that’s of interest, you should check out the rest of the May 2023 issue, as cybersecurity is the editorial theme, so there’s lots of other good anal
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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
Cisco - Contact Center
MAY 4, 2023
Cisco’s market-leading networking products extend wireless capabilities to challenging industrial environments.
Cyara
MAY 4, 2023
Why does your contact center use an interactive voice response (IVR) system? For most call centers nowadays, the technology is a given, but it’s worth stepping back to ask why.
Cisco - Contact Center
MAY 4, 2023
Think sustainability is not going to be a top-5 conversation at your next corporate meeting? Think again.
Concentrix
MAY 4, 2023
Learn how to stay connected to your customers by breaking free from the limitations of the single cloud vendor model.
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.
Cisco - Contact Center
MAY 4, 2023
Ever start a team meeting with the greeting, “Hey, guys”?
Comm100
MAY 4, 2023
Digital banking provides a host of benefits for the end user, from convenience and 24/7 availability to lower costs. However, there is one factor that can be lost within digital banking which many customers still long for. Personal, human interactions. This is where live chat comes in. Live chat allows banks and other financial institutions to bring the personal touch back into virtual interactions.
JustCall
MAY 4, 2023
Monitoring sales performance is essential for any business to achieve success. By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use.
Concentrix
MAY 4, 2023
Join us as we discuss how our AnyPaaS solution can transform your CX and help you overcome business challenges.
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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.
JustCall
MAY 4, 2023
Monitoring sales performance is essential for any business to achieve success. By tracking the key success metrics and analyzing sales data, companies can uncover areas of improvement, optimize their sales processes, and boost revenue. In this guide, we will discuss how sales leaders can measure sales performance, what metrics to focus on, and what tools to use.
Cisco - Contact Center
MAY 4, 2023
There are many ways to build out an extended detection and response (XDR) solution; that may be why so many options exist in the marketplace.
Concentrix
MAY 4, 2023
Want to improve customer retention? Check out our best practices for increasing customer loyalty and lifetime customer value.
Knowmax
MAY 4, 2023
The post Guided Knowledge for CX Transformation: Jupiter’s Success Story appeared first on Knowmax.
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!
Voiptime
MAY 4, 2023
It is a good tradition to use geometrical figures to describe different aspects of customer experience or customer journey. We have already introduced you to customer journey mapping, sales funnels, customer lifetime cycles, and other methods of collecting and analyzing customer data. Nonetheless, the theory of customer service is going above and beyond our expectations, and this is why new concepts of measuring customer interactions are designed and implemented by experts in the customer servic
Back Office Centers
MAY 4, 2023
Email support outsourcing services involve hiring a third-party provider to handle the customer service and support requests received through email. This means that a company’s customer service representatives are not directly responsible for responding to these emails, but instead, they are outsourced to a specialized team that is trained to provide high-quality customer service.
ComputerTalk
MAY 4, 2023
The number of people with disabilities has grown, and so will the need for accommodations
SmartKarrot
MAY 4, 2023
Role: Vice President of Customer Success Location: Chicago, IL, United States (On-site) Organization: Dice As a Vice President of Customer Success, you’ll be the spokesperson for customer success by introducing continuous improvement strategies, business transformation opportunities, POC collaboration, and strategic industry alliances, all while ensuring high NPS scores for assigned customers.
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
ShepHyken
MAY 4, 2023
This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. With the rise of online shopping and e-commerce, consumers increasingly turn to chat and email-based tools to contact companies with questions, concerns, and complaints.
SmartKarrot
MAY 4, 2023
Did you ever experience spending hours of your valuable time reading call transcripts to prepare a list of action items to work upon? The task is both tedious and menial and you might have even felt that you could be using the time doing something more critical for your business, something that adds more value… have you ever wished of having a better, simple and efficient method to get the job done?
AWS Machine Learning
MAY 4, 2023
Time series forecasting refers to the process of predicting future values of time series data (data that is collected at regular intervals over time). Simple methods for time series forecasting use historical values of the same variable whose future values need to be predicted, whereas more complex, machine learning (ML)-based methods use additional information, such as the time series data of related variables.
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