JustCall

MARCH 28, 2023

Your sales and support agents are at the heart of your business. They have a lot of responsibilities to fulfill and big goals to achieve. It’s important that they have the right tools that not only help them complete daily tasks but also empower them to be more productive and efficient. In this blog, we will discuss how to identify the needs of customer-facing teams, how to align those needs with the right tools, and what are common types of tools your agents require to excel.

CRM 52

CRM Sales Scripts Analytics 52

ShepHyken

MARCH 28, 2023

On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. That would have been enough to make most people happy. However, he continued his announcement with a three-minute-plus speech. We learned that we would take off to the west, make a U-turn a few minutes later to head east, how high we would go, the various cities we would be flying over, that we would take a right turn as we approached the runway to land, and more.

Transportation 161

Transportation Engineering Sales Customer Service 161

Contact Center Pipeline

MARCH 28, 2023

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.

contact center associations 130

contact center associations Contact Center Self service Metrics 130

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D). Couldn’t make the entire webinar? Not to worry, we have summarized six of the key takeaways below. To watch the webinar, check it out on demand here.

Chatbots 109

Chatbots Enterprise Interactive Voice Response Technology 109

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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.

Outsource Consultants

MARCH 28, 2023

Saint Louis Park, MN, March 28, 2023 – Outsource Consultants is once again honored to have made the fourth annual Financial Times ranking of The Americas’ Fastest-Growing Companies. This list, compiled with Statista, ranks companies from across North, Central and South America by their compound annual growth rate in revenue between 2018 and 2021. Honorees of the list have shown extraordinary growth, with a doubled median revenue among participants, up from $12.2 to $22.5 million, making this yea

Consulting 128

Consulting Consulting outsourcing Call Center 128

VirtualPBX

MARCH 28, 2023

SMS compliance refers to the set of rules and regulations that businesses must follow when sending SMS messages to their customers. These industry-wide regulations are in place to protect consumers from spam and unwanted messages and ensure that businesses operate in a fair and ethical manner. Mobile carriers are currently inundated with requests, delaying some business SMS registrations from completion up to six weeks.

Banking 98

Banking Management Customer Service 98

Cisco - Contact Center

MARCH 28, 2023

AlgoSec’s Security Management solutions for Cisco ACI extend ACI’s policy-driven automation to security devices in ACI fabrics, provide visibility into the security posture of ACI, and helpensure c… Read more on Cisco Blogs

Management 97

Management 97

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Why? Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world. Excellent customer experience is a must and should never be overlooked.

Customer Experience 81

Customer Experience Management Contact Center Call Center 81

Helpware

MARCH 28, 2023

The modern consumer is both knowledgeable and empowered. They expect to be seen, understood, and catered to on a personal level. Simply put, they know they have options and aren’t afraid to explore them. Even more so, today’s shoppers have fully embraced the digital revolution and welcome technological conveniences. To cater to them, it’s no longer enough to master the digital and physical realms separately.

Technology 81

Technology Personalization 81

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

MiaRec

MARCH 28, 2023

Are you considering scheduling a product demo to see if MiaRec’s conversation intelligence platform will meet your contact center’s needs? Great! We’re ready to answer all your questions on how MiaRec can ensure satisfaction at every stage of the customer journey.

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Cisco - Contact Center

MARCH 28, 2023

For OTE Group, the largest telecommunications company in Greece, customer experience is a top priority — a value we understand and share at Cisco CX.

Telecommunications 86

Telecommunications Customer Experience 86

JivoChat

MARCH 28, 2023

Have you ever heard of Whatsapp marketing? Considered one of the most popular messaging apps in the world, WhatsApp offers several tools that you can enjoy to develop effective marketing strategies to straighten your relationship with your customers, increase customer retention rate, turn leads into clients, raise brand awareness, and build credibility.

Marketing 75

Marketing Accountability Sales Personalization 75

ConvergeOne

MARCH 28, 2023

Insurance companies can begin their digital transformation journey by simply taking inventory of the business and its intelligence tools, interoperability, and integration to a unified namespace. From there, one can begin to challenge the core objections to digital transformation: why now, and how do we benefit from the data we have?

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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

Strategic Contact

MARCH 28, 2023

My last post took an analytical perspective on the state of credit union contact centers based on our proprietary Efficiency and Effectiveness Evolution (E3) Spectrums® tool. We also keep our fingers on the CU pulse through interactions with leaders and assessment project work that delivers direct input from frontline staff through surveys. In CU contact.

Contact Center 62

Contact Center Analytics Surveys 62

Cisco - Contact Center

MARCH 28, 2023

Restaurant customer experiences have undergone an extreme makeover throughout the past few years.

Customer Experience 94

Customer Experience Technology 94

JivoChat

MARCH 28, 2023

Have you ever heard of Whatsapp marketing? Considered one of the most popular messaging apps in the world, WhatsApp offers several tools that you can enjoy to develop effective marketing strategies to straighten your relationship with your customers, increase customer retention rate, turn leads into clients, raise brand awareness, and build credibility.

Marketing 52

Marketing Accountability Sales Personalization 52

Cisco - Contact Center

MARCH 28, 2023

Automation! Programmability! APIs! You hear these words everywhere, but what do they really mean? Are they just buzz words? Or should I be joining the movement? Do I have to learn how to code?

APIs 61

APIs 61

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

Method:CRM

MARCH 28, 2023

In 2023, customer experience is going to play a bigger role in businesses than ever before. To stay ahead of the curve and create a good customer experience, companies need a clear customer-centric strategy. This blog dives into some of the ways you can provide the best customer experience. You’ll also learn how to measure and analyze customer experience.

Customer Experience 52

Customer Experience CRM Self service Feedback 52

Nicereply

MARCH 28, 2023

Running a regular help center audit is often overlooked, …but it’s a foundational way to improve your customer experience and scale your customer support team. What’s the first line of defense in a business? People often assume it’s your customer support team—but they’re wrong. Your first line of defense is actually your help center. Most customers look for answers in your help center before they contact support.

Customer Support 52

Customer Support Feedback Self service Analytics 52

JustCall

MARCH 28, 2023

A sales workflow is the overarching plan or process that sales teams use to achieve their sales goals. It encompasses all the sales operations — from getting leads to closing deals. For sales leaders, a well-thought-out sales workflow helps maximize sales potential and boosts team efficiency. Modern sales teams move towards sales success by adding automation to their workflows.

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Sales Coaching Feedback Surveys 52

ClientSuccess

MARCH 28, 2023

As a SaaS organization scales, there inevitably arises a distinction between SMB customers and enterprise customers. Generally, the division between small and medium-sized businesses and large organizations is based on contract size, user base, and internal resource allocation. The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process.

Accountability 52

Accountability Management SaaS Enterprise 52

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

JustCall

MARCH 28, 2023

Your customer-facing teams are at the heart of your business. But are they getting the attention they need (and deserve)? Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. So, while they do achieve the results, those results are half of what they can truly accomplish with the right tools and strategies.

Morale 52

Morale Sales Feedback Construction 52

AnswerConnect

MARCH 28, 2023

How do you choose the right answering service for your business? We unpack everything you need to consider before making your choice. The post How to choose the right answering service for your business appeared first on AnswerConnect Blog.

Answering services 52

Answering services 52

JustCall

MARCH 28, 2023

The all-in-one tools are great. With a single investment, you get a lot more value. But in sales and customer support, are they ideal? Do they really save you money and deliver better results? UCaaS brings a lot more features, yes. Unfortunately, a lot of them are bloats. For example, do your sales reps need video conferencing capability in their communication stack for outbound campaigns?

Sales 52

Sales Feedback Customer Support Metrics 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. However, this isn’t scalable.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

JustCall

MARCH 28, 2023

Want to set your sales team up for success? When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. But with a proper plan and mindful execution, success cannot be far behind!

Sales 52

Sales Management Morale Employee engagement 52

CSM Magazine

MARCH 28, 2023

EvaluAgent has become the first to integrate Chat GPT into quality assurance call centre software industry wide – introducing SmartScore – a major milestone for the industry. EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform.

Calibration 52

Calibration Average Handle Time Coaching Feedback 52

JustCall

MARCH 28, 2023

Sales success hinges on strong collaboration within the team. To enhance productivity and client satisfaction, it’s crucial to train sales agents to work together effectively. In this blog post, we’ll explore the benefits of collaboration, address common challenges, and provide actionable steps to foster a collaborative sales environment.

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Sales CRM Best practices Morale 52