Joe Rawlinson

OCTOBER 23, 2023

Slashing business expenses is an effective solution for boosting profitability and resolving cash flow issues. It comes in handy in various situations, including hard financial times, during high inflation, and in crowded marketplaces. Businesses can also prioritize cost-cutting when implementing a growth plan. Nevertheless, lowering business costs without reducing product/ service quality, minimizing output, or asking some employees to take on lesser work isn’t easy.

Finance 78

Finance Marketing outsourcing Engineering 78

ShepHyken

OCTOBER 23, 2023

Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience. Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.

Banking 196

Banking Metrics Customer Service 196

Integrity Solutions

OCTOBER 23, 2023

One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. Along the way, though, they often discover that there are many intangibles and unwritten rules of sales that are a huge factor in getting established and then to the ne

Sales 114

Sales Coaching Education Feedback 114

ShepHyken

OCTOBER 23, 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. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. “We love customers,” “Customer satisfaction guaranteed,” or “Service is our number one product.” However, the clichéd promises ca

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Customer Service Construction Contact Center Scripts 155

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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.

Momentum Telecom

OCTOBER 23, 2023

Microsoft Teams is more than a household name. Around 130 million commercial Microsoft users now use Teams , 1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Since MS Teams offers a complete suite of cloud-based features, including instant messaging, file sharing, and video conferencing, many organizations have come to rely on the application to provide work-from-anywhere employees with the tools they need to sta

Wait times 105

Wait times CRM Customer Service Personalization 105

LiveVox

OCTOBER 23, 2023

While often associated with industries like retail and hospitality, CX has also emerged as a transformative force in healthcare management. From optimizing patient interactions to streamlining administrative processes, integrating CX principles has reshaped the healthcare landscape, ushering in a new era of patient-centric care. In this blog, we delve into the pivotal role that CX […] The post What Role Does CX Play in Healthcare Management?

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Healthcare Management Customer Experience 83

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Connect

OCTOBER 23, 2023

By Martin Cross, Chief Strategy Officer at Connect. As competition for customer retention and loyalty intensifies, establishing a point of strategic differentiation through contact centre transformation will become a business imperative. Against this backdrop, the evolution of the contact centre is accelerating as multiple converging factors exert their influence on engagement and customer experience (CX).

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Average Handle Time CRM Virtual Agent Metrics 72

Cisco - Contact Center

OCTOBER 23, 2023

Leaders at most modern organizations would readily agree that data is critical to today’s digital-first businesses.

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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

Surveys

TeleDirect

OCTOBER 23, 2023

In today’s world, the customer experience is everything. And while technology has redefined whole industries, your clients still want real connections. So, why do so many businesses still rely on voicemail? In many instances, growth exceeded expectations, and the current staff couldn’t keep up with the demand. You may also receive after-hour calls or calls that go directly to voicemail when the lines are full.

Customer Support 62

Customer Support Business Process Outsourcing outsourcing Call Center 62

Cisco - Contact Center

OCTOBER 23, 2023

In its August 10, 2023, Notice of Proposed Rulemaking (NPRM) on Cybersecurity Labeling for Internet of Things (IoT), the Federal Communications Commission (FCC) asked some intriguing questions about… Read more on Cisco Blogs

Government 65

Government 65

TeleDirect

OCTOBER 23, 2023

Learn how a toll-free phone number service can help expand business reach, build trust and optimize overall efficiency. Explore types, advantages and how to get a 1-800 number for business ! What Is a Toll-Free Phone Number? What phone number do you offer customers and leads to contact your business? If it is not a toll-free number, you might be letting valuable customers slip away, as well as seriously inconveniencing the ones who do call.

Call Center 62

Call Center Contact Center Sales Customer Support 62

SharpenCX

OCTOBER 23, 2023

The post Sharpen and Plum Voice: A Powerful Partnership to build the Contact Center of Tomorrow appeared first on Sharpen.

Contact Center 67

Contact Center Contact center software Cloud contact Technology 67

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

TeleDirect

OCTOBER 23, 2023

Taking some of the countless responsibilities off you and your employees can free up internal resources. Instead of rushing to answer phones at all hours, your team can focus on providing the best products and services that define your brand. Knowing this, you may do a quick search for call services and contact the first one on the list. But there is a significant difference between a call center that provides the same service to every client and one that tailors outsourced customer support.

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outsourcing Customer Support Call Center Customer Service 62

Kapta Customer Success

OCTOBER 23, 2023

Retention has become increasingly important. Current economic and market uncertainties mean companies are relying more heavily on their existing customer base to grow their businesses while retaining top talent is essential as competition for highly skilled account managers has increased.

Accountability 59

Accountability Marketing Management 59

TeleDirect

OCTOBER 23, 2023

VoIP, or Voice over Internet Protocol, allows you to make calls over the internet. This technology went mainstream in the early 2000s and has steadily gained traction in the business sector. With the advent of the remote workforce, which doesn’t appear to be going away any time soon, VoIP became a standard, resolving many pain points while reducing costs.

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voip Wireless call center solutions Call Center 62

Cisco - Contact Center

OCTOBER 23, 2023

The security industry has a long history of innovation and stewardship in technology.

Marketing 81

Marketing Technology 81

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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

TeleDirect

OCTOBER 23, 2023

You’ve likely experienced the difference between a customer service call that left you satisfied and one that resulted in gritted teeth. What was the difference? One person was probably professional, friendly, courteous and knowledgeable. The other may have left you with unanswered questions, the sour taste of frequent interruptions and more questions than resolutions.

Scripts 62

Scripts Personalization Customer Service Call Center 62

Babelforce

OCTOBER 23, 2023

Burnout. Einem aktuellen Bericht von Gallup zufolge leiden 76 % der Arbeitnehmer irgendwann im Laufe ihres Berufes unter Burnout. Aber in Callcentern kommt Burnout besonders häufig vor. Dies trägt zu den notorisch hohen Fluktuationsraten in der Branche bei, die im Jahr 2022 im Durchschnitt bei 38 % lagen. 62 % der befragten Callcenter-Agenten nannten Burnout als eine der größten Herausforderungen am Arbeitsplatz.

Contact Center 52

Contact Center CRM Management Agent burnout 52

Momentum Telecom

OCTOBER 23, 2023

Digital transformation is one of the top strategies many organizations are pursuing to increase their competitive edge. The pandemic forced a greater focus on digital transformation because the business world needed to move toward hybrid workforces as the workforce of the future. SD-WAN solutions , cloud platforms, and IoT are the three key technologies that are making digital transformation work.

Technology 52

Technology Enterprise Accountability Management 52

Babelforce

OCTOBER 23, 2023

Burnout. Einem aktuellen Bericht von Gallup zufolge leiden 76 % der Arbeitnehmer irgendwann im Laufe ihres Berufes unter Burnout. Aber in Callcentern kommt Burnout besonders häufig vor. Dies trägt zu den notorisch hohen Fluktuationsraten in der Branche bei, die im Jahr 2022 im Durchschnitt bei 38 % lagen. 62 % der befragten Callcenter-Agenten nannten Burnout als eine der größten Herausforderungen am Arbeitsplatz.

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Contact Center CRM Management Agent burnout 52

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!

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Cisco - Contact Center

OCTOBER 23, 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?

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AWS Machine Learning

OCTOBER 23, 2023

This post is co-authored by Anatoly Khomenko, Machine Learning Engineer, and Abdenour Bezzouh, Chief Technology Officer at Talent.com. Founded in 2011, Talent.com is one of the world’s largest sources of employment. The company combines paid job listings from their clients with public job listings into a single searchable platform. With over 30 million jobs listed in more than 75 countries, Talent.com serves jobs across many languages, industries, and distribution channels.

Engineering 87

Engineering Metrics Scripts Construction 87