Working Solutions
AUGUST 7, 2023
With the constant fluctuations in the global economy, taking a good, hard look at your customer service budget is a good idea. In any business, customer service plays a vital role. Should your resources be limited, developing and employing effective strategies to optimize operations is paramount.
ShepHyken
AUGUST 7, 2023
Top Takeaways: Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities. In today’s job market, loyalty to a single company is less common. Employees often see their first job as a stepping stone to their next employment opportunity.
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NobelBiz
AUGUST 7, 2023
In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. While both models promise similar features, their underlying infrastructure and advantages diverge significantly. In this article, we delve into the intricacies of multi-tenant and single-tenant contact centers, shedding light on the key differentiators that can inform your decision and elevate your contact center operation
LiveVox
AUGUST 7, 2023
Ah, education! The gateway to knowledge, growth, and countless cups of coffee. But let’s not forget the often-vilified side of higher education: student loans. The mere mention of the phrase can send shivers down the spines of students and parents alike. But here at LiveVox, we know better. Higher education lenders provide an invaluable opportunity […] The post Exploring the Latest Customer Experience Trends in Lending for Higher Education appeared first on LiveVox.
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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.
SharpenCX
AUGUST 7, 2023
When you need help, you want it now — not in a couple minutes or hours. But each call center agent can only handle one call at a time. That means you have to get smarter and more efficient about using their time and resources to serve as many people as possible. Sure, there are self-service options and automated chatbots to speed up service. But sometimes, customers just want to talk to another human.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JivoChat
AUGUST 7, 2023
For small to big companies, counting on effective software such as Brevo, which provides solutions for multiple needs in sales and marketing can make a huge difference in productivity. It’s fundamental to offer the right assets for your team, so they can give their best, which leads to more success. Formerly Sendinblue, Brevo enables you to automate repetitive tasks, get to know your target audience better, identify sales opportunities, and much more.
Global Response
AUGUST 7, 2023
There’s no business out there who doesn’t want to improve their customer retention and CLV. Focusing on both, or either, of these metrics confer an outsized degree of benefits: increased profits and revenues increased conversions and sales higher levels of word-of-mouth marketing improved NPS and CSAT scores more effective marketing and lower acquisition costs But in today’s saturated marketplace, convincing customers to become—and remain—loyal to your brand is more difficult than ever.
OctopusTech
AUGUST 7, 2023
Mobile devices have become an indispensable part of our lives as a result of the increasing use of smartphones and tablets. Nowadays, people want a mobile-friendly website as they use their mobile devices frequently for a variety of functions, including web browsing. As a result, companies and individuals alike need to understand how crucial it is to optimize their websites for mobile visitors.
Global Response
AUGUST 7, 2023
There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer service and customer satisfaction.
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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
AUGUST 7, 2023
Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?
Global Response
AUGUST 7, 2023
Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. In this article, we’ll walk you through the key elements of successful call center cultures, the strategies you need to cultivate and key areas to focus on to ov
Babelforce
AUGUST 7, 2023
Kunden erwarten heute mehr als nur ein Qualitätsprodukt oder eine Dienstleistung – sie erwarten ein ansprechendes, individuelles Erlebnis. Um Ihnen einen Eindruck zu vermitteln: 48 % der Kunden wechselten im Jahr 2022 auf der Suche nach einem besseren Kundenservice zu anderen Marken. Ob Sie es glauben oder nicht, 90 % der Kunden kommen wieder, wenn sie eine gute Erfahrung mit einer Marke gemacht haben.
Abby Connect
AUGUST 7, 2023
Welcome to the world of real estate receptionists, where professionalism meets hospitality in the busy realm of property transactions. According to Statista, the United States real estate market is projected to be valued at around $142.88 trillion by 2028. That is a substantial increase considering how the industry was valued at $111.53 trillion in 2022.
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.
Babelforce
AUGUST 7, 2023
Kunden erwarten heute mehr als nur ein Qualitätsprodukt oder eine Dienstleistung – sie erwarten ein ansprechendes, individuelles Erlebnis. Um Ihnen einen Eindruck zu vermitteln: 48 % der Kunden wechselten im Jahr 2022 auf der Suche nach einem besseren Kundenservice zu anderen Marken. Ob Sie es glauben oder nicht, 90 % der Kunden kommen wieder, wenn sie eine gute Erfahrung mit einer Marke gemacht haben.
Kapta Customer Success
AUGUST 7, 2023
CXO at GadellNet, Ashley Pyle , gave an engaging presentation at KAMCon 2023, about how to hire account managers with precision. During her talk, Ashley spoke about what you should consider as you go through the account manager hiring process to successfully select the best candidate for the role.
Jon Arnold
AUGUST 7, 2023
Writing output was on the light side in July, but it’s just one of multiple channels I use for thought leadership, and I was busy on all these fronts last month. Hope you enjoy these writeups, and definitely more to come for August.
Vistio
AUGUST 7, 2023
Watch the full podcast here:  Or click here to just listen to the audio.        Many would argue that business is all about sales and playing the numbers game. Guess what? They’re wrong. The truth is, without customers, there is no business. Join us, along with Philip Bennett , as we reveal why focusing on customer experience agents is vital to servicing, not just your customers, but quite literally everyone. [ 3:57 – 4:29 ] What does your customer get when they choose you o
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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
AUGUST 7, 2023
An average adult reaches out for their phones anywhere from 352 to 144 times a day! Such a figure indicates that phones are the one constant in every consumer’s life. So, why not connect with them on their preferred playing field? Seeing as how SMS is a mobile-native messenger and does not require the downloading of a special app or internet connection, it offers the widest outreach potential.
CSM Magazine
AUGUST 7, 2023
Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. The cloud-based system is used by across the company to provide end-to-end automated workflows from initial enquiry through to job completion reporting, invoicing, and customer care follow ups.
Horizon CX
AUGUST 7, 2023
Diversity, equity, and inclusion (DEI) is a concept that has been given a lot of attention in recent years and now appears to be the target of assaults in certain areas of the country as being a trendy ideology. Let’s unpack the concept of diversity and explain how this is critical to the success of businesses and particularly within the domain of customer experience (CX) management.
JustCall
AUGUST 7, 2023
Artificial Intelligence, or AI, as it is commonly known, is everywhere. AI tools like ChatGPT, Dall-E2, and Lumen5 are on the stakeholder’s agenda. Despite how actively businesses want to use custom AI solutions, they are still weary of its (possible) negative impact. In this guide, we will talk about the benefits, impact, and applications of AI for business use.
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!
SharpenCX
AUGUST 7, 2023
Learn five reasons why it’s important to offer live chat in your cloud call center today.
JustCall
AUGUST 7, 2023
When one thinks of typical conversational AI use cases like chatbots and virtual assistants, it is easy to imagine them as customer service tools. They address common questions about product or service usage, share helpful tips and tricks, and even escalate complex queries. But did you know that you could also use conversational AI for sales? Yes! In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable.
AWS Machine Learning
AUGUST 7, 2023
The video gaming industry has an estimated user base of over 3 billion worldwide 1. It consists of massive amounts of players virtually interacting with each other every single day. Unfortunately, as in the real world, not all players communicate appropriately and respectfully. In an effort to create and maintain a socially responsible gaming environment, AWS Professional Services was asked to build a mechanism that detects inappropriate language (toxic speech) within online gaming player intera
JustCall
AUGUST 7, 2023
The concept of using conversational AI for customer service is not an alien one. Whether it’s AI streamlining service operations or AI improving customer experience, the field of customer service has greatly benefitted from this emerging technology. In this guide, we will cover everything you need to know about using conversational AI for customer support—from what it is to how you can use it to supercharge your customer engagement.
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
JustCall
AUGUST 7, 2023
AI tools have become a common addition to most customer service organizations. By automating daily, time-consuming activities, businesses can now boost agent productivity by a significant margin. A recent National Bureau of Economic Research study states that introducing AI-based conversational assistants to customer support agents resulted in a 14% boost in the number of issues resolved per hour.
JustCall
AUGUST 7, 2023
There are several aspects to a successful sales call. Depending on which stage of the sales funnel your prospect is in, the intent and treatment of the sales call must be different. Every customer agent needs to keep notes of what transpired during the call. This helps create follow-up strategies, assign quality scores to the lead, and analyze sales performance.
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