Working Solutions
MARCH 23, 2023
Gone are the days of waiting for customers to come to you. Proactive customer service reaches out ahead of time, gives customers a heads-up on upcoming changes, and can even prevent problems before they arise.
Beyond Philosophy
MARCH 23, 2023
You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn’t my concept. I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Heskett, Earl Sasser, Jr., and Leonard Schlesinger.
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Contact Center Pipeline
MARCH 23, 2023
We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re listening to somebody’s sales pitch for a product you don’t need.
JustCall
MARCH 23, 2023
Introduction CRM (Customer Relationship Management) software refers to a tool that businesses can use to record and store key customer information to use when building a relationship with leads or prospects. CRM helps streamline your work. It aids you with better management of your sales and marketing clients by clubbing your workflows, business processes, and client interactions into a single-view interface.
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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 23, 2023
It was two decades ago when Cisco started shipping the Cisco MDS 9000 storage networking switches in volume to customers, following the initial launch a few months before.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
MARCH 23, 2023
In my previous blog posts (see links at end of this post) on SD-WAN security, we detailed how the Cisco SD-WAN solution is enhancing the security capabilities of the network fabric with specific… Read more on Cisco Blogs
AWS Machine Learning
MARCH 23, 2023
This is joint post co-written by Leidos and AWS. Leidos is a FORTUNE 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. Leidos has partnered with AWS to develop an approach to privacy-preserving, confidential machine learning (ML) modeling where you build cloud-enabled, encrypted pipelines.
Cisco - Contact Center
MARCH 23, 2023
Historically the intersections between operational resiliency for industry, ranging from small businesses to global enterprises, and the need for a reimagined and reinvigorated community have yet to… Read more on Cisco Blogs
kommunicate
MARCH 23, 2023
Last Updated on March 23, 2023 Everyone’s on WhatsApp these days. And by everyone, we mean everyone!!! 2.24 billion people use the app!! It is the most downloaded app on the App store in over a 100 nations. So the chances are high that your customer is on WhatsApp. If you are a growing business [.] The post A Step By Step Guide To Getting A WhatsApp Business Green Tick in 2023 appeared first on Kommunicate Blog.
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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
MARCH 23, 2023
Platforms. Today that one word, without context, can spark a myriad of mental images. The ancient Greeks utilized the platform stage around 55 BCE for theater.
OrecX
MARCH 23, 2023
Conversational analytics is the name of the game today in the call recording world. According to leading conversational analytics provider, CallMiner, " Conversational analytics delivers clear insight into the mindset of the customer by monitoring and analyzing their behavior and emotion during every interaction. By categorizing, tagging, and scoring 100% of customer interactions, customer conversation analytics reveals the opinions, desires, and needs driving customer choices and gives companie
Interactions
MARCH 23, 2023
Treating customer experience like a transaction is a common mistake companies make that can seriously affect customer loyalty and retention, revenue, and reputation. Reasons Not to Treat CX Like a Transaction Focusing solely on the transaction ignores the overall customer journey, which is crucial to delivering positive customer experiences (CX). The customer journey includes many interactions and touchpoints that can shape a customer’s experience, including opportunities to delight and en
MiaRec
MARCH 23, 2023
As our contact center customers migrate to Cloud, many of them have asked for our opinions on which CCaaS solution they should adopt. That’s why we’ve gathered our expertise to provide you with a list of the top 6 CCaaS solutions in the market, their price points, use cases, and suggestions for how they can fit into your contact center strategy.
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.
Concentrix
MARCH 23, 2023
Get the freedom of choice, flexibility, and redundancy with our vendor-neutral cloud contact center as a service (CCaaS) platform.
ChurnZero
MARCH 23, 2023
The most important part of Customer Success is the team. Yet, many teams fall well below industry benchmarks. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Here’s how the responses broke out: 9.8% said their team has 100 or more people; 13.8% said their team has between 50 and 99 people; 20.2% said their team has between 20 and 49 people; 19.0% said their team h
Concentrix
MARCH 23, 2023
Get the freedom of choice, flexibility, and redundancy with our vendor-neutral cloud contact center as a service (CCaaS) platform.
JustCall
MARCH 23, 2023
Long hold time and numerous call transfers frustrate customers. It delivers a poor customer experience, hurting your business growth and sustainability in the long run. So, when a customer calls your support team, you need a defined system wherein the response time is faster, the average resolution time is shorter, and the backlog is minimum. IVR, or Interactive Voice Response, is a big piece of the puzzle to achieve these goals.
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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.
LiveVox
MARCH 23, 2023
When it comes to efficiency, businesses are always on the lookout for ways to improve operations and workflows. The call center industry is one example. The industry has successfully adapted over and over, looking much different than it did at the turn of the millennium. Initially, call centers relied on traditional onsite phone networks called […] The post Transitioning to a VoIP Business Phone appeared first on LiveVox.
JustCall
MARCH 23, 2023
Introduction Two words: Customer Service. That is all that stands between a good brand and one that doesn’t succeed. These days companies are running in the race for customer loyalty by leveraging customer service and better customer experiences. In fact, customer service ensures better returns for your business over product quality. After all, a customer wouldn’t want to be associated with a brand that takes you for granted.
ChurnZero
MARCH 23, 2023
The most important part of Customer Success is the team. Yet, many teams fall well below industry benchmarks. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Here’s how the responses broke out: 9.8% said their team has 100 or more people; 13.8% said their team has between 50 and 99 people; 20.2% said their team has between 20 and 49 people; 19.0% said their team h
TCN
MARCH 23, 2023
ACA’s International Committee of 100 meeting provides invaluable insights into the collections industry. During the. The post TCN’s Top Takeaways from the ACA’s Committee of 100 Meeting appeared first on TCN.
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!
Unymira
MARCH 23, 2023
Are you utilizing popular business tools like Salesforce, Microsoft, or Genesys for your customer service and customer experience needs? Are you struggling to provide quick and efficient support across multiple channels? If so, it's time to level up your game with USU Knowledge Management Solution.
JustCall
MARCH 23, 2023
Interactive Voice Response, or IVR, is necessary for every contact center. It serves as a round-the-clock virtual receptionist. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. IVR systems have become an integral part of the customer support and service process.
Nicereply
MARCH 23, 2023
Customer retention is an important topic for all departments to understand. Typically the onus to renew a customer is on account or success managers, but all aspects of the customer journey contribute to retention. Clay Telfer , a Customer Success Executive who’s built and led Success functions since 2011, wanted to explore how different retention strategies could work.
Blueship Call Center
MARCH 23, 2023
Throughout the years, we have provided call center services to tens of thousands of small businesses. Small businesses can benefit greatly from call center outsourcing services for expanding their operations, but we’ve also seen firms struggle with it and come to the conclusion that a call center isn’t the best option for them. We comprehend.
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
Voiptime
MARCH 23, 2023
We have severally mentioned that customer retention is more beneficial and cheaper than customer acquisition, but is this enough to close the topic about these two different business growth strategies? Basically not. Businesses that focus on customer retention only often stagnate and lose competitive advantage over their competitors, while those that focus on customer acquisition only face high customer churn rates, and low customer loyalty, and their business becomes unable to compete because o
JustCall
MARCH 23, 2023
Introduction Be it online or offline, marketing is all about building connections between brands and customers. However, with changing times and with most marketing now being digital, several businesses tend to overlook the value of a simple inbound call. However, doing so leaves them deprived of a crucial element that can help them understand whether or not their marketing campaigns are working and what they need to build better connections with their audiences and customers.
SmartKarrot
MARCH 23, 2023
Role: Customer Success Specialist Location: Mesa, AZ, United States (On-site) Organization: IncStores.com As a Customer Success Specialist, your main KPI for this position is to keep an eye on all online review platforms in order to proactively contact accounts based on key metrics, events, and triggers, particularly those customers who have poor reviews (three stars or less) and have started credit card disputes, with the goal of resolving those disputes and converting those reviews to f
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