Contact Center Pipeline
MARCH 21, 2023
Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes keep coming.
ShepHyken
MARCH 21, 2023
Top Takeaways: Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage. Heather Younger shares her 5-step framework on how to listen better: Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don’t recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.
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Lumoa
MARCH 21, 2023
Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.
ShepHyken
MARCH 21, 2023
In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone.
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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.
Fonolo
MARCH 21, 2023
SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t. Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
MARCH 21, 2023
In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth.
Helpware
MARCH 21, 2023
Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’ purchasing habits yet again, digital marketing came to the rescue.
Cisco - Contact Center
MARCH 21, 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?
AWS Machine Learning
MARCH 21, 2023
Amazon SageMaker customers can view and manage their quota limits through Service Quotas. In addition, they can view near real-time utilization metrics and create Amazon CloudWatch metrics to view and programmatically query SageMaker quotas. SageMaker helps you build, train, and deploy machine learning (ML) models with ease. To learn more, refer to Getting started with Amazon SageMaker.
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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 21, 2023
When unplanned disruptions occur, an offshore drilling platform can struggle with multiple weeks of non-productive time.
JivoChat
MARCH 21, 2023
When you learn how to link Facebook and Instagram, you can share your stories and Instagram feed posts at the same time on Facebook too. Enjoying the engagement that comes from both social media platforms. Check out the article to know more about it. Why Link Facebook and Instagram Linking Facebook and Instagram offer you several benefits, mainly if you are a content creator or have an Instagram account to promote a brand.
ClientSuccess
MARCH 21, 2023
In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients? Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle.
JivoChat
MARCH 21, 2023
Learning how to create a poll on Facebook is very useful for doing market research and getting to know your audience better. You can make polls about different topics, including discovering the type of content your public wants to see on your Facebook page, for example. Check out the article to know more about it. Where You Can Create Polls on Facebook As useful as the Facebook poll feature is, unfortunately, this tool isn’t available for personal profiles to publish polls in their timeli
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.
Cisco - Contact Center
MARCH 21, 2023
Business architects help business leaders assess status and business capabilities and to identify underlying systemic patterns.
ConvergeOne
MARCH 21, 2023
Contact centers have notoriously had the highest attrition rate of all the departments within an organization, but now more than ever, agents aren’t available to replace those leaving. The number of open requisitions is at an all-time high. Talent shortages and retention are the top challenges facing these departments. The agents who remain are stressed and are considering leaving within three years of their start date.
Comm100
MARCH 21, 2023
With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain
Cisco - Contact Center
MARCH 21, 2023
The urgency around addressing the European Union’s cyber shortcomings is well founded.
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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.
AWS Machine Learning
MARCH 21, 2023
As organizations grow in size and scale, the complexities of running workloads increase, and the need to develop and operationalize processes and workflows becomes critical. Therefore, organizations have adopted technology best practices, including microservice architecture, MLOps, DevOps, and more, to improve delivery time, reduce defects, and increase employee productivity.
CSM Magazine
MARCH 21, 2023
Post-purchase support is an integral feature of digital marketing which all e-commerce stores should consider. So, how does it work? What are the benefits for a business? More importantly, how does it fit into an overall marketing strategy? Integral part of e-commerce When purchasing something online, help should be available if needed. However, not all businesses provide the same level of after sales support.
Cisco - Contact Center
MARCH 21, 2023
I’ve lived in Atlanta proper most of my life yet over the course of my Cisco career, all 20 years of it, I’ve worked remotely from home in a financial services industry role covering a broad geo… Read more on Cisco Blogs
Select VoiceCom Blog
MARCH 21, 2023
Are you ready for the next disruption? No one could’ve predicted the impact of the COVID-19 pandemic. Its global outbreak in 2020 showed business leaders the importance of being prepared for any scenario. But health crises aren’t the only things to watch out for, as the business landscape is changing fast. With many people working remotely , financial experts see the risk of a global recession looming as artificial intelligence (AI) is set to antiquate thousands of jobs in the coming years.
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!
JivoChat
MARCH 21, 2023
Learning how to create a poll on Facebook is very useful for doing market research and getting to know your audience better. You can make polls about different topics, including discovering the type of content your public wants to see on your Facebook page, for example. Check out the article to know more about it. Where You Can Create Polls on Facebook As useful as the Facebook poll feature is, unfortunately, this tool isn’t available for personal profiles to publish polls in their timeli
Netomi
MARCH 21, 2023
From product recommendations to one-on-one personal shopping and customer support to order management, the use cases for ecommerce chatbot solutions are endless. This is why the eCommerce industry was one of the first industries to embrace chatbots and conversational AI virtual assistants, and why it’s more important than ever for companies in this industry to deploy the best eCommerce chatbots to assist their customers.
JivoChat
MARCH 21, 2023
When you learn how to link Facebook and Instagram, you can share your stories and Instagram feed posts at the same time on Facebook too. Enjoying the engagement that comes from both social media platforms. Check out the article to know more about it. Why Link Facebook and Instagram Linking Facebook and Instagram offer you several benefits, mainly if you are a content creator or have an Instagram account to promote a brand.
CSM Magazine
MARCH 21, 2023
Hiring and onboarding remote employees can be difficult. Not only do you need to find the right person for the job, but you also have to ensure that person is who they say they are. This means verifying that their identity matches up with their work history and credentials. Hiring and onboarding remote employees can be difficult. Hiring and onboarding remote employees can be difficult.
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
NobelBiz
MARCH 21, 2023
In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity. And a progressive dialer is one way to achieve this.
Cisco - Contact Center
MARCH 21, 2023
Episode 38 of the Cisco Optics Podcast is now posted! See below for episode notes. Cisco Optics Podcast Episode 38 Fascinating laser research projects you wish you thought of, with Juliet Gopinath.
NobelBiz
MARCH 21, 2023
The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. And to enhance it, you will need to select the appropriate tools and develop a practical management approach. When a problem arises, the customer expects a quick and efficient resolution.
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