Global Response

MARCH 20, 2023

Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in calls presents less of a strain on internal resources customer satisfaction typically increases customers feel that their time is valued However, re

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Average Handle Time Scripts Call Center Interactive Voice Response 62

Callminer

MARCH 20, 2023

Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more.

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Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. “But they’re a VIP” , she kept on saying. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years.

Sales 182

Sales Management Customer Service 182

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade.

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Coaching Personalization Consulting Consulting 98

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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.

Cisco - Contact Center

MARCH 20, 2023

EXPOSURE: The Information We Divulge On A Public Wireless Network Register now for your free tour at the RSA Conference Security Operations Center (SOC), where engineers are monitoring all traffic on… Read more on Cisco Blogs

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Wireless Engineering Analytics 92

Cisco - Contact Center

MARCH 20, 2023

Retailers have been under pressure as inflation, supply chain problems, and recession threatens consumer spending, impacting their bottom line.

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Sales Technology 98

JivoChat

MARCH 20, 2023

Do you know how to lock your Facebook profile? That’s a very useful feature for Facebook users who are worried about keeping their privacy without having to stop posting on this social media platform. When you have a public Facebook profile, everyone can see the posts, photos, videos, and stories you share. With that in mind, some people feel discouraged to be more active on Facebook, and publish few posts as a consequence of it.

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Accountability Engineering Management Personalization 75

Interactions

MARCH 20, 2023

In his 1982 bestselling book Megatrends: Ten New Directions Transforming Our Lives , futurist John Naisbitt forecasted that a high-tech world would demand a high-touch balance. In other words, as technology becomes more advanced and prevalent, there is an increasing need for personal human interaction. Forty years later, with startling advancements in autonomous technology in many industries, Naisbitt’s prognosis is still valid.

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Technology Customer Care Personalization Customer Experience 62

Cisco - Contact Center

MARCH 20, 2023

In March 2022, the Cyber Incident Reporting for Critical Infrastructure Act (CIRCIA) was enacted in the U.S.

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Government 82

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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

Surveys

Tethr

MARCH 20, 2023

Before your outsource or cut hours, try these proven tactics to reduce contact center expenses that actually improve customer satisfaction.

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Contact Center outsourcing 62

Cisco - Contact Center

MARCH 20, 2023

The Transformational Tech series highlights Cisco’s nonprofit partners that use technology to help transform the lives of individuals and communities.

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Technology 66

Concentrix

MARCH 20, 2023

Decode your financial services VOC program by identifying and prioritizing what customer pain points are most important to your business.

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Cisco - Contact Center

MARCH 20, 2023

At Cisco, partnerships are at the heart of everything that we do.

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Management Sales 92

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.

Customer Experience

Method:CRM

MARCH 20, 2023

Customer portal solutions are becoming more and more popular as technology continues to evolve. Business owners are beginning to realize how effective customer portals are at saving time and money. Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. But what exactly is a customer web portal, and how does it work?

CRM 52

CRM Enterprise Self service Accountability 52

Anexa BPO

MARCH 20, 2023

In today’s digital age, customer service continues to shape the emerging business model and define success – particularly for B2B organizations, (and for good reason). While successfully meeting the needs of individual customers (B2C) can be an art form unto itself, servicing B2B customers tends to raise the stakes. This type of service is inherently more complicated to execute, as it involves groups of people and teams that operate out of various departments.

Customer Service 52

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ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. Yet at the business table, it is an important question to ask. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai.

Accountability 52

Accountability Sales Management SaaS 52

Method:CRM

MARCH 20, 2023

Customer portal solutions are becoming more and more popular as technology continues to evolve. Business owners are beginning to realize how effective customer portals are at saving time and money. Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. But what exactly is a customer web portal, and how does it work?

CRM 52

CRM Enterprise Self service Accountability 52

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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.

Self service

Spearline

MARCH 20, 2023

Round-trip time is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses with customers because it directly relates to the service quality experienced by users. Round-trip time can be impacted by a range of design decisions, especially concerning network topology.

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Transportation Metrics Contact Center Management 52

Select VoiceCom Blog

MARCH 20, 2023

Many confuse business resilience and business continuity. Read here to clarify their differences and learn why you actually need both to succeed. The post A Closer Look into Business Resilience vs. Business Continuity appeared first on Select VoiceCom.

Call Center 52

Call Center Management 52

Balto

MARCH 20, 2023

If you’ve spent time in a contact center, you’re probably already familiar with the work that happens once agents hang up the phone: After-Call Work. While necessary, it’s often tedious and time-consuming. While there are several ways you can reduce the amount of time agents need to spend on after-call work, there’s only one surefire way to (almost) eliminate the work completely: automate it.

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Vistio

MARCH 20, 2023

The technology you buy for your contact center directly impacts your business outcomes, agent success, and customer satisfaction. But with so many tools out there, which are the right ones for your business? It can be difficult to find the technology you need to create a comprehensive and integrated system your agents can easily navigate. But workflow software can help.

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Contact Center First call resolution Technology Self service 52

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!

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ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. Yet at the business table, it is an important question to ask. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai.

Accountability 52

Accountability Sales Management SaaS 52

Vistio

MARCH 20, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                         In today’s episode we are joined again by Dave Seaton to discuss the topic of empathy and how it can be used to improve CX interactions. It’s very important to make sure that your customer feels heard in their emotions, so we will be diving into what empathy in CX looks like, as well as how to show empathy in CX. [3:13- 5:02] There are 3 types of empathy.

Customer Service 52

Customer Service Customer Experience 52

CSM Magazine

MARCH 20, 2023

Marketing students need to comprehend all aspects of the discipline. They must learn proven advertising techniques used by the world’s largest businesses. Reading college textbooks or using an assignment writing service only takes them so far. Students need real examples besides theoretical knowledge. Marketing books can answer these demands with hard facts.

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Marketing Advertising Big data Technology 52

Concentrix

MARCH 20, 2023

We are pleased to be named a Strong Performer in the Forrester Wave™: Customer Feedback Management, Q1 2023.

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Feedback Management 54

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

Journey mapping

CSM Magazine

MARCH 20, 2023

Why are assignment writing service options so popular? Everybody knows that life is difficult for students. Moreover, the results of student surveys have become quite disturbing over the past few years. The thing is that more than 60 percent of students look for counseling for depression, anxiety, and other mental health issues. Even though stress is not the only problem students face, it is one of the most significant factors that develop disorders.

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Chatbots Surveys 52

ShepHyken

MARCH 20, 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. 8 Best Practices for Creating a Compelling Customer Experience by G. Tomas M. Hult (Harvard Business Review) How can a company best create a compelling customer experience?

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Journey mapping Agent burnout Customer Service Airlines 31

CSM Magazine

MARCH 20, 2023

As with many areas of business, the gambling industry – once very visible on our high streets – has now moved largely online. There are still real-life, bricks and mortar bookies to be found in every town and city. But the vast majority of customers operate wholly online these days. With that move online, even the top sports betting sites have to offer good support.

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Customer Service Accountability Personalization Marketing 52