The Northridge Group
JULY 10, 2023
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters.
Steve DiGioia
JULY 10, 2023
Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. But before you know it, they’re handing in their resignation letter, moving on to greener pastures, and leaving you feeling frustrated and maybe even a little betrayed.
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ShepHyken
JULY 10, 2023
Top Takeaways: Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want.
Cisco - Contact Center
JULY 10, 2023
Today CRN announced the winners of their inaugural Inclusive Channel Leaders Awards to honor people who bring a particular focus on inclusivity to their channel leadership roles.
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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.
C3Centricity
JULY 10, 2023
As mergers and acquisitions (M&As) increase all over the world, cybersecurity is more important than ever. The stakes are high, when confidential […] The post Secure Business M&A With Software For Secure Business M&A first appeared on c3centricity.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
JULY 10, 2023
Prestigious Awards Program Recognizes Concentrix’ Excellence in Product & Service Innovation Location: Newark, CA The Golden Bridge Awards has recognized two of Concentrix’ innovative solutions as winners of their Product & Service Innovation category.
Global Response
JULY 10, 2023
The Philippines may be a popular call center location, but are they the right location for your call center? We’ll show you how to decide by walking through: the pros and cons of call centers in the Philippines call center services offered in the Philippines costs compared to other locations steps to setting up a call center in the Philippines and more First, let’s dive into why the Philippines are such a popular call center destination.
Topdown
JULY 10, 2023
The modern day economy is vastly different from what it used to be. There are a number of factors that have led to an evolving marketplace and what we have today is the cumulative result of generations and generations of these evolutions. One of the most recent evolutions the economy saw was in the swift acceleration into the digital era. The world has been transitioning to more virtual-focused operations for a number of years, but the past three years specifically, changed the workplace entirel
Nicereply
JULY 10, 2023
Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Why? Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes. Gallup’s tenth employee engagement meta-analysis report found the following results of high employee engagement: An 81% reduction in absenteeism 18% less turnover in high-turnover organizat
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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
JULY 10, 2023
This summer, the Department of Commerce’s National Telecommunications and Information Administration (NTIA) announced awards for the Enabling Middle Mile Broadband Infrastructure Program.
LiveVox
JULY 10, 2023
In the ever-evolving world of business process outsourcing (BPO), data-driven analysis plays a crucial role in optimizing operations and driving success. This article explores the significance of BPO analysis and how it empowers companies to make informed decisions, enhance efficiency, and achieve remarkable performance levels. What is BPO analysis and why is it important?
Concentrix
JULY 10, 2023
We surveyed 3,375 customers about aspects of their most loved brands. Download our report and discover how to maintain close customer bonds.
Vistio
JULY 10, 2023
Conducting annual employee satisfaction surveys is a common practice to gauge team sentiment and job satisfaction. However, are your survey results meaningful and actionable, or do they end up being a mere "check the box" activity?
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.
Kapta Customer Success
JULY 10, 2023
Doing business with key accounts isn’t always smooth sailing. Issues are bound to arise, creating pain for customers. These issues require timely resolution, so they don’t develop to the point where the account is at risk.
CSM Magazine
JULY 10, 2023
Hodge Clemco, the manufacturer and supplier of surface finishing equipment, has rolled-out a fully-digital job management system from BigChange. Using the cloud-based system, Hodge Clemco has doubled the size of its mobile workforce, without having to increase its back-office support, and is close to achieving its goal of paperless working. The Sheffield-based company has also deployed the BigChange customer portal that allows customers to directly access service and site history information and
Interaction Metrics
JULY 10, 2023
Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it. You need to know how to use it so you can decide for yourself whether it’s the right fit for your company.
CSM Magazine
JULY 10, 2023
As the sun set on London’s iconic River Thames, attendees of our ‘Disrupt on the River’ event found themselves not just on a boat, but at the helm of the future of customer engagement. Hosted by Sabio Group in collaboration with Twilio , this event, part of Sabio’s ‘Disrupt Roadshow’ series, successfully unfolded another chapter in the discourse of digital transformation.
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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.
Jon Arnold
JULY 10, 2023
With the long weekend earlier, the July editions were published a bit later than normal. However, they’re out now, so this post is an fyi for JAA’s Communications and Collaboration Review newsletter, and the Watch This Space podcast. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here.
CSM Magazine
JULY 10, 2023
Creating loyal customers is a difficult goal to achieve. Building a reputation takes time and effort and one nasty email can ruin years of good work. That’s why it’s important to nail your customer service emails. Conversations with consumers are more than simply a way to fix problems; they’re a chance to connect with potential brand advocates.
Concentrix
JULY 10, 2023
We surveyed 3,375 customers about aspects of their most loved brands. Download our report and discover how to maintain close customer bonds.
CSM Magazine
JULY 10, 2023
At Disrupt 2023, Joe O’Brien of Sabio interviewed Stephen Yap, Research Director at the CCMA, on the benefits of empowering contact centre advisors to help deliver excellent CX. In this video, Stephen highlights the importance of wellbeing in the contact centre, particularly taking breaks to avoid burnout, and how to detect early signs of advisor stress.
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!
NobelBiz
JULY 10, 2023
The lead generation industry is undergoing a significant transformation thanks to the advent of AI. As we speak, AI-powered solutions are revolutionizing how contact centers identify, engage, and convert leads. In this article, we delve into the profound impact of AI on lead generation and explore how your contact center can harness its potential. By leveraging advanced algorithms and machine learning, AI enables predictive analytics, enhanced personalization, and automated workflows.
Nicereply
JULY 10, 2023
Employee Net Promoter Score: why you should care about it? Employee engagement has become a key metric for high-performing businesses to track since it was introduced over three decades ago. Why? Year after year, statistics have shown a clear link between highly engaged employees and better business outcomes. Gallup’s tenth employee engagement meta-analysis report found the following results of high employee engagement: An 81% reduction in absenteeism 18% less turnover in high-turnover organizat
Amplifai Coaching Category
JULY 10, 2023
Explore the transformative power of AI in call center coaching – with some help from The Simpsons. From real-time feedback to personalized training, AI enhances coaching effectiveness and drives exceptional customer experiences.
Zappix
JULY 10, 2023
Nursing is a demanding profession that requires compassion, skill, and dedication. However, the relentless workload, long hours, and emotional strain can lead to nurse burnout, a widespread.
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
JULY 10, 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. 70% of Consumers Are Tired of Tipping and It’s Pushing Your Most Valuable Customers Away: Here’s How to Respond by Molly Burke (Capterra) Capterra’s 2023 survey of over 780 U.S. consumers who are familiar with tip screens on tablets or mobile devices found that
SmartKarrot
JULY 10, 2023
The race to be the top productivity application is ever-growing, with new tools being introduced every single day. Every business has a certain set of unique responsibilities that productivity apps must address. Such a dynamic and competitive area already has a few distinctive solutions at the top of its game: Clickup & Notion. Here, we will compare both solutions and discuss their pros & cons to help you understand which one is the right productivity tool for you!
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