Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization. It makes them feel like they’re more than just another faceless customer, and that you appreciate their business.

Personalization 189

Personalization Customer Service Customer Experience 189

ShepHyken

JUNE 12, 2023

Top Takeaways: TextExpander allows you to access all of the things your team needs at their fingertips. It empowers teams to access the information they need to do their day-to-day, such as support responses, e-mail replies, sales pitches, and many more. It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time.

Customer centricity 156

Customer centricity Sales Customer Service Customer Experience 156

Abby Connect

JUNE 12, 2023

Missed calls are expensive and most receptionist services promise 100% live answering. But when the quality, efficiency, and features don’t line up, live answering alone simply isn’t enough. Abby Connect isn’t your typical virtual receptionist or answering service. We call ourselves A.I.

Answering services 98

Answering services 98

Inbenta

JUNE 12, 2023

June 8, 2023 By Brett Petersen, Head of Global Operations @ Inbenta “I want to ship a book to France” “I want to book a ship to France” The exact same words used in a different order can have a dramatic impact on the meaning of a sentence. Human language is fraught with homonyms, or words with double meanings. While an average person can easily detect the meaning of words using context clues, the same cannot be said of all Chatbot technology designed to engage your customers.

Chatbots 97

Chatbots Consulting Consulting Upselling 97

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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.

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth. And that means figuring out how to effectively train new customer service team members is mission critical.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Cisco - Contact Center

JUNE 12, 2023

As the world shifts to a hybrid work model, with employees working from home, remote locations, or the office, organizations face new challenges in enabling these ways of work while securing their… Read more on Cisco Blogs

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LiveVox

JUNE 12, 2023

This week we’re participating as a Silver Sponsor at Forrester CX North America, the premier customer experience conference in North America. This exciting event will take place from June 13th to 15th, 2023, at the Gaylord Opryland Resort & Convention Center in Nashville, Tennessee. As a Silver Sponsor, LiveVox will be located at booth #225, […] The post LiveVox To Showcase AI-Powered Solutions at Forrester CX North America This Week appeared first on LiveVox.

Customer Experience 77

Customer Experience 77

SharpenCX

JUNE 12, 2023

It’s hard to compete with the convenience of home as a workplace. But the pandemic showed us at-home and hybrid models were possible for call center agents. They stuck, too. A whopping 87% of Americans who worked remotely during the pandemic said they would want to continue doing so at least one day a week. Now, as corporations move to permanent remote and hybrid work models, it may seem difficult to keep your team as connected and productive as they are in person.

Coaching 67

Coaching Morale Contact center software Call Center 67

JivoChat

JUNE 12, 2023

Setting up a social media strategy can be very helpful to make the most of what platforms like Facebook, Instagram, LinkedIn, and Twitter have to offer. You can engage with your target audience, build brand awareness, promote products, sell more, and conquer loyal customers. Social media platforms are accessed by millions of people every day around the world, you can find potential customers in them.

Marketing 75

Marketing Advertising Analytics Metrics 75

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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

Transparent BPO

JUNE 12, 2023

They’re not the same, so which is right for you? May 2023 When deciding whether to go onshore vs. nearshore vs. offshore, it’s essential to consider your business’s unique needs and goals. And while vendor selection is critical to your program’s quality, location is vital. It determines quite a lot (including available vendor selection) towards […] The post Onshore vs Nearshore Vs Offshore appeared first on Transparent BPO.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Contact Center Call Center 62

Cisco - Contact Center

JUNE 12, 2023

Zero trust is gaining ground across the industry and prompting a wave of new offerings and proprietary technology.

Technology 80

Technology 80

Cincom

JUNE 12, 2023

Getting the most out of your CPQ investment is a high priority at all levels of an organization. The transition from project to program carries with it the opportunity to leverage the existing skill sets and resources within a company. Utilizing a center of excellence model allows an organization to stay nimble and focused on getting the results you need and expect from CPQ technology.

Finance 52

Finance Engineering Sales Technology 52

Select VoiceCom Blog

JUNE 12, 2023

AI in the BPO sector is slowly changing the industry, but it doesn’t come without risks. Explore how AI improves business process outsourcing in this blog! The post Benefits and Risks of AI in Business Process Outsourcing appeared first on Select VoiceCom.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Call Center Technology 52

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

Comm100

JUNE 12, 2023

Two months after the language learning model ChatGPT was released to the public, it broke world records. By February of 2023, the chatbot created by software company OpenAI had garnered 100 million unique visitors , making it the fastest-growing consumer app ever to have been released. While many internet users have logged on to try the technology out of curiosity, the business world is already being affected by this revolutionary new software.

Chatbots 52

Chatbots Customer Experience Healthcare Personalization 52

Balto

JUNE 12, 2023

Share on Twitter Share on Facebook Share on LinkedIn Share on Email In today’s economy, contact center leaders are tasked with doing as much as possible with as few resources as possible. We talked to 400+ contact center leaders about exactly this phenomenon in order to understand how they are doing more with less. One of the questions we asked them was which tools and strategies they were using to generate more efficiencies.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Education Services Group

JUNE 12, 2023

A prospective customer has learned about your business, they’ve spoken to Sales, and they feel like yours is the right solution for them. Congratulations! You’re officially rewarded for your work and are observing them move into the next stage of the customer journey – Acquisition! It’s time to celebrate. The moment a prospect becomes a customer, Customer Success steps into the spotlight.

Journey mapping 52

Journey mapping Best practices Benchmark Sales 52

24-7 InTouch

JUNE 12, 2023

WINNIPEG, MB – June 12, 2023 – IntouchCX is excited to announce a partnership with NeuralSpace, a Software as a Service (SaaS) solution, to enhance its language solutions for their clients across the globe. NeuralSpace provides advanced Natural Language Processing (NLP) technologies in over 100 languages to help improve business efficiencies by cutting out labor-intensive processes.

APIs 52

APIs SaaS Technology Customer Experience 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

Cincom

JUNE 12, 2023

Getting the most out of your CPQ investment is high priority at all levels of an organization. The transition from project to program carries with it the opportunity to leverage the existing skill sets and resources withing a company. Utilizing a center of excellence model allows an organization to stay nimble and focused on getting the results you need and expect from CPQ technology.

Finance 52

Finance Engineering Sales Technology 52

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems. Contact center fraud is an increasingly worrying issue for companies and customers alike, creating risks that can lead to significant financial losses, reputational damage, and negative customer experien

Contact Center 52

Contact Center Engineering Education Banking 52

Vistio

JUNE 12, 2023

Watch the full podcast here:  Or click here to just listen to the audio.   When you find your purpose in life, you feel more at peace and experience a sense of belonging like no other. In Japan, this concept is known as “Ikigai” or “your reason for being.” In Milan Batinich’s eyes, there are key teachings that exist within this concept that you can apply to your career and he calls it “JEPPP.” And who else needs that sense of belonging more than your

Coaching 52

Coaching Contact Center Management Best practices 52

Kapta Customer Success

JUNE 12, 2023

In today’s B2B environment, it’s become increasingly difficult for your clients to differentiate between similar solutions. According to Forrester’s recent report , the answer to this challenge is to become a more customer-obsessed organization. Doing so increases retention and revenue growth.

Accountability 52

Accountability B2B Management 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!

Feedback

CSM Magazine

JUNE 12, 2023

When things get out of hand, you may feel like jumping in immediately to find a solution and end a tense and uncomfortable situation. However, acting before thinking things through may yield the opposite results. Before intervening in an escalated situation, take a minute to regulate your emotions and make sure you approach those involved in a calm manner.

Consulting 52

Consulting Consulting Personalization 52

DMG Consulting

JUNE 12, 2023

Customer Service Woes? Don’t Tell Me By Leonard Klie Read this article on the publisher’s website In this month’s Reality Check column , longtime contact center industry expert Donna Fluss rightly points to a trend that I’ve been noticing for quite some time now: She acknowledges that customer service quality is in decline while frustration continues to grow.

Customer Service 48

Customer Service Contact Center Self service Government 48

CSM Magazine

JUNE 12, 2023

In any real estate business, occupancy rate is an important metric used to measure the success of a property. This key performance indicator can also have an impact on customer satisfaction. The real estate industry is known for its volatility and ever-changing dynamics. One of the critical factors that significantly impact this sector is the occupancy rate.

Real estate 52

Real estate Customer Service Metrics Feedback 52

Voiptime

JUNE 12, 2023

With a wide range of customer engagement solutions comes a tough decision of what solution to choose and what steps to make.

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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

Cisco - Contact Center

JUNE 12, 2023

Great things can happen when government and industry come together to innovate.

Government 65

Government 65

Dialer 360

JUNE 12, 2023

In the competitive HVAC industry, generating high-quality leads is crucial for business growth and success. As we step into 2023, HVAC companies need to adapt and employ effective tactics to attract and convert potential customers. Expanding your HVAC business depends on gaining new customers and it becomes challenging if you are not good at marketing.

Advertising 48

Advertising Engineering Marketing Analytics 48

SmartKarrot

JUNE 12, 2023

Role: Customer Success Specialist Location: United States (Remote) Organization: SwiftComply As a Customer Success Specialist, you’ll respond to incoming emails, phone calls, and video requests from more than 400 government agencies and their service suppliers in a courteous, timely, and individualised manner. Produce written and spoken content, host webinars, and conduct one-on-one training sessions.

Consulting 19

Consulting Consulting CRM Government 19