BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

Marketing 235

Marketing Customer Service Sales Customer Experience 235

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service. It occurs when a business’s communication channels are overwhelmed and unable to handle incoming contacts and calls.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

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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.

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.

Feedback 90

Feedback Best practices Customer retention Analytics 90

Helpware

JANUARY 30, 2024

What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It’s pretty hard to come to terms if there’s a gap in getting the message across let alone indulge in troubleshooting issues. Therefore, the requirements set to contact center agents are crystal clear - a high level of the language they are working with and a good accent, and the accent of an agent is

Contact Center 81

Contact Center Technology Coaching Customer Service 81

Cisco - Contact Center

JANUARY 30, 2024

Hybrid work is enhancing government’s impact at every level by improving collaborative outcomes and delivering better employee experiences.

Government 96

Government Surveys 96

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Cisco - Contact Center

JANUARY 30, 2024

Augmented reality (AR) has the potential to unlock a new level of interaction with the world around us. The Cisco Store has harnessed this technology by creating the Cisco Store Xplorer AR app.

Technology 76

Technology 76

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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

SQM Group

JANUARY 30, 2024

Learn how to manage situations where call center agents provide incorrect information and protect your company's image and customer satisfaction.

Call Center 80

Call Center Management 80

ConvergeOne

JANUARY 30, 2024

Ransomware can spread in multiple ways, but most typically, through phishing emails or by unknowingly visiting an infected website. Ransomware can be catastrophic to your organization, preventing critical information and systems from being accessed.

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Cisco - Contact Center

JANUARY 30, 2024

Everyone loves the movies. But whether we go out or stay in, we’re relying on countless, mostly invisible pieces of technology that create and coordinate our every experience.

Technology 69

Technology Management 69

Concentrix

JANUARY 30, 2024

COME SEE US! CCW Berlin 2024 Find out about the latest CX trends and tech innovations presented by the best experts on stage at the CCW, where Concentrix + Webhelp will also showcase our latest solutions. Design, build, and run the future of CX with us!

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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

Cisco - Contact Center

JANUARY 30, 2024

Major data breaches are on the rise, and APIs are increasingly being used to gain access to sensitive data.

APIs 81

APIs 81

FluentStream

JANUARY 30, 2024

Nearly every small business shares a common goal: growth. For organizations with office space, growth often results in the need for more space or new locations. As Bristol Dental discovered, cloud communication services make extending communication capabilities across locations seamless. Read More The post How Cloud Communication Services Ease Business Expansion to Multiple Locations appeared first on FluentStream.

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Vistio

JANUARY 30, 2024

Appropriate staffing is the cornerstone of your contact center. Without the right staffing levels, you will find yourself constantly firefighting, only living for today, and unable to plan and innovate for tomorrow. So, how do you get staffing right?

Contact Center 52

Contact Center Best practices 52

FluentStream

JANUARY 30, 2024

Nearly every small business shares a common goal: growth. For organizations with office space, growth often results in the need for more space or new locations. As Bristol Dental discovered, cloud communication services make extending communication capabilities across locations seamless. Read More The post How Cloud Communication Services Ease Business Expansion to Multiple Locations appeared first on FluentStream.

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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

JustCall

JANUARY 30, 2024

Text messaging or SMS remains the easiest way to reach your customers. However, if you are a US business, it’s mandatory to comply with A2P 10DLC rules to avoid penalties from wireless carriers and improve your delivery rates. A2P 10DLC Compliance: What is it? What does 10dlc stand for? 10DLC (10 Digit Long Codes) represents a new framework of regulations about business-to-individual text messaging, established and governed by The Campaign Registry (TCR).

Wireless 52

Wireless Government Scripts Accountability 52

kommunicate

JANUARY 30, 2024

Last Updated on January 31, 2024 Imagine a customer visiting your website for the first time and instantly greeted by a friendly virtual assistant, ready to answer any of their questions and guide them toward a purchase. There is no waiting, no calls put on hold, or no navigating confusing menus — just quick, efficient, [.] The post FAQ Chatbot: Benefits, Types, Use Cases, and How to Create appeared first on Kommunicate Blog.

Chatbots 52

Chatbots Customer Support 52

Vistio

JANUARY 30, 2024

It’s no secret that more and more companies are turning to AI to help manage customer queries, orders, and complaints. While some might argue that this could signal the end of human customer service representatives, others see it differently. They believe that the rise of AI, particularly generative AI, will actually enhance, not erase, the role of humans in customer service.

Customer Service 52

Customer Service call center software Technology Chatbots 52

Cisco - Contact Center

JANUARY 30, 2024

Most days of the week, you can expect to see AI- and/or sustainability-related headlines in every major technology outlet.

Technology 59

Technology 59

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

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. The factors driving rapid growth include the recent adoption of these solutions by cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased international

Contact Center 48

Contact Center CRM Enterprise Self service 48

Concentrix

JANUARY 30, 2024

Join Us In Barcelona! Mobile World Congress | 4YFN Barcelona 2024 We are the undisputed, tech-enabled Customer Experience partner who creates game-changing customer journeys that help brands grow, across the world and into the future. FIND US: Hall 8.1 Stand 8.

Customer Experience 48

Customer Experience 48

Help Scout

JANUARY 30, 2024

AI email assistants can take email from a hassle to, well, less of a hassle. Learn all about AI-powered email assistants and discover 9 tools to try in 2024.

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Cisco - Contact Center

JANUARY 30, 2024

You can’t greenwash AI. In 2024, organizations will have greater clarity and insights into achieving sustainability outcomes.

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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

Journey mapping

SmartKarrot

JANUARY 30, 2024

Welcome to a deep dive into the intricate world of strategic customer management. As someone who has spent several years navigating the complexities of enterprise and strategic customer relationships, I am excited to share my insights on the art of managing key customers. Before we begin, it’s important to note that the views shared here are solely mine, derived from years of hands-on experience in the field.

Management 10

Management Enterprise industry standards Analytics 10

Cisco - Contact Center

JANUARY 30, 2024

Most days of the week, you can expect to see AI- and/or sustainability-related headlines in every major technology outlet.

Technology 52

Technology 52

SmartKarrot

JANUARY 30, 2024

Welcome to a deep dive into the intricate world of strategic customer management. As someone who has spent several years navigating the complexities of enterprise and strategic customer relationships, I am excited to share my insights on the art of managing key customers. Before we begin, it’s important to note that the views shared here are solely mine, derived from years of hands-on experience in the field.

Management 10

Management Enterprise industry standards Analytics 10