ChurnZero

JUNE 14, 2023

This article was originally published in Forbes. As the downturn starts to bite and every dollar matters more, many CEOs are asking the same question. How should I wrangle a constricted company budget to outlast 2023? For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” When times are challengi

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Finance Surveys Sales Customer centricity 52

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. I finally booked our flights and decided to use mileage for one of us and a paid ticket for the other.

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Customer Experience Airlines CCNG Chief Customer Officer 195

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

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Wait times Personalization Sales Customer Experience 109

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

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Customer centricity Airlines Metrics Feedback 83

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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.

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. As Chief Legal Officer, Rivera will be responsible for leading Inbenta’s legal, compliance, and regulatory oversight. Rivera joins Inbenta from DoorDash where he served as a senior privacy leader, heading a global privacy compliance team for the platform.

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Government Chatbots Enterprise Marketing 98

Cisco - Contact Center

JUNE 14, 2023

Recently, we’ve seen lots of activity and announcements around multicloud security – particularly network security (or the expanded view – secure cloud networking ).

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Jon Arnold

JUNE 14, 2023

I’ve got a new guest post to share, and it’s for Toronto-based Aizan Technologies. They’re doing some interesting things in the communications space, both for telephony and messaging, as well as for both fixed and mobile networks. One area of interest is A2P messaging - application to person - which is a much bigger deal in the consumer world, but as the contact center space keeps morphing, A2P becomes relevant here as well.

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Contact Center Marketing Technology Personalization 59

Cisco - Contact Center

JUNE 14, 2023

Words make Worlds. That’s why I’m continuing this blog series to raise awareness about the power of Inclusive Language. Having a sense of identity is critical to all of us.

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Hodusoft

JUNE 14, 2023

Everything You Need to Know About Building Rapport Over Phone For every business, building trust and rapport is the Holy Grail for success. All businesses use different strategies to build rapport with their prospects and customers. Some use in-person tactics to forge friendly and harmonious relationships with their target customers, while some use phones and digital media to achieve the same.

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Contact center software Contact Center CRM call center software 52

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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

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Cisco - Contact Center

JUNE 14, 2023

Recently I was looking for some research around IOT to assist our partners to understand the gravity of the market opportunity for the next decade.

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Analytics Marketing 80

Certified Languages International

JUNE 14, 2023

As of June 2023, Oregon House Bill 2359 is scheduled to go into effect on July 1, 2023. HB 2359 requires healthcare interpreters providing their services to Oregon-based medical facilities to be qualified or certified on the state Oregon Health Authority (OHA) registry. The part of HB 2359 that applies to interpreters providing services in person went into effect in 2022.

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Healthcare Marketing Personalization 52

LiveVox

JUNE 14, 2023

In this article, we will explore how customization is the key to improving your business and share specific ways customer service journeys can be customized using analytics and data. Understanding the power of personalization Personalization is not a new concept, but it has taken on a new level of importance in the digital age. Customers […] The post Customization is King: Improving Your Business with Personalization and Diverse Channels of Choice appeared first on LiveVox.

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Personalization Analytics Customer Service 52

Momentum Telecom

JUNE 14, 2023

More organizations are turning to the cloud to increase agility and reduce costs. As cloud adoption grows, so does the need for secure networking solutions. That’s where software-defined wide area networking (SD-WAN) solutions come in. SD-WAN simplifies networking and improves connectivity, but it also brings unique security challenges. In this blog, we’ll explore the importance of security and best practices to protect your SD-WAN network.

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Transportation Best practices Analytics Management 52

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

Connect

JUNE 14, 2023

eBook : CX Trends 2023. To say that the previous three years have undergone a significant transformation would be an understatement. Commencing from the initial disruptive impact of the pandemic to the continuing economic unpredictability, enterprises globally have been compelled to substantially alter almost every aspect of their functions. Among all the areas, customer service has encountered the most turbulence due to a substantial shift in customer expectations.

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Enterprise Service level Management Customer Service 52

Calltools

JUNE 14, 2023

As a contact center owner or manager, your customer’s experience is at the heart of your operations. Equally as important as your agent’s experience , the customer experience (CX) involves your customer’s perceptions of your brand and how they feel about interactions with your contact center. Tracking KPI metrics can help your contact center to gauge the success of customer experience.

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Metrics Customer Experience Average Handle Time First call resolution 52

CSM Magazine

JUNE 14, 2023

Many contemporary professions use advanced technologies to streamline and automate tasks. Although human resources are typically correlated with social activities rather than tech, they can also benefit from IT solutions to improve efficiency. One way of doing so is by using proxies. Talent acquisition is the leading HR task, involving a lot of manual information gathering.

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Management Accountability Education Marketing 52

Concentrix

JUNE 14, 2023

Speakers Judy Weader Senior Analyst, Forrester Doug Anderson Senior Director, Solutions, Concentrix James Kim Managing Director, Global Head of Design, Concentrix

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Management 48

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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

CSM Magazine

JUNE 14, 2023

Research from ContactBabel , sponsored by IRIS Audio Technologies , reveals contact centres in the UK are wasting £246m each year due to customers and agents mishearing and having to repeat themselves on calls. The inaugural report, ‘ Exceeding UK Customer Expectations 2023-24 ’, found that of the 5bn+ inbound calls handled by agents across retail, utilities, banks, insurance providers, telecoms and transport contact centres each year, 21% (1.13bn calls) require at least one sentence to be re

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Transportation Banking Surveys Technology 52

Cisco - Contact Center

JUNE 14, 2023

We hear about climate change impacts on communities and cities almost on a daily basis.

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Transportation 52

CSM Magazine

JUNE 14, 2023

In the exciting world of outdoor equipment retail, providing top-notch customer service is more crucial than ever. You can stand out from the rest by offering an exceptional shopping experience that goes above and beyond your customers’ expectations. By focusing on key areas such as fostering genuine connections, providing extensive product knowledge, and efficiently handling customer concerns, you can ensure that your customers won’t just be satisfied – they will become loyal advoca

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Customer Service CRM Sales Education 52

SmartKarrot

JUNE 14, 2023

Role: Customer Success Manager Location: San Francisco, CA, United States (Remote) Organization: Beyond As a Customer Success Manager, you’ll be securing possibilities for new product upsells, existing product upgrades, and yearly subscription renewals. Promoting client adoption, re-engagement, and satisfaction for the designated book of accounts.

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APIs Construction Upselling Accountability 19

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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AWS Machine Learning

JUNE 14, 2023

Every organization has its own set of standards and practices that provide security and governance for their AWS environment. Amazon SageMaker is a fully managed service to prepare data and build, train, and deploy machine learning (ML) models for any use case with fully managed infrastructure, tools, and workflows. SageMaker provides a set of templates for organizations that want to quickly get started with ML workflows and DevOps continuous integration and continuous delivery (CI/CD) pipelines

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Best practices Scripts Engineering Education 77

SmartKarrot

JUNE 14, 2023

As a sales leader in the SaaS business, the importance of keeping up with the latest technological advancements in the industry is critical. One of the most significant shifts in recent years has been the rise of remote work. This shift has required sales teams to adjust their processes and strategies to accommodate the new reality of virtual selling.

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