CSM Magazine
DECEMBER 11, 2023
The average attrition rate for call center agents in the U.S. and U.K. is between 30% and 45% annually, according to a NICE WEM Global Survey. This is significantly higher than other industries. This high turnover rate not only leads to increased costs in recruitment and training, but also has a negative impact on overall customer satisfaction and brand reputation.
ShepHyken
DECEMBER 11, 2023
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.
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NobelBiz
DECEMBER 11, 2023
Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations.
Integrity Solutions
DECEMBER 11, 2023
What is cold calling and what does it look like in the current sales world? Your mindset may actually be the key to success. If you want to hear salespeople groan, mention cold calling. It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available.
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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.
Connect
DECEMBER 11, 2023
Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect. As AI adoption in the contact centre gathers momentum for its ability to unlock cost and operational efficiencies and improve customer service by pre-empting customer needs, automating customer interactions, and streamlining the customer expe
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
DECEMBER 11, 2023
In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.
Cisco - Contact Center
DECEMBER 11, 2023
An unprecedented increase in distributed-denial-of-service (DDoS) attacks in recent years has resulted in lost revenue and productivity, increased ransomware costs, and impacted service-level… Read more on Cisco Blogs
Kapta Customer Success
DECEMBER 11, 2023
B2B buying is in danger of becoming a numbers game dominated by procurement professionals, vendor selection checklists, and lowest-price mentality, according to Forrester. However, you don’t have to allow yourself to fall victim to this trend.
Cisco - Contact Center
DECEMBER 11, 2023
We have found ourselves in this wonderful season again. A season of giving, sharing, and remembering—a unique opportunity to slow down and be with those who bring you immense joy and peace.
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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
Injixo
DECEMBER 11, 2023
Home working is no longer a rare perk for contact center agents. And for many employees, the elimination of commuting, improved work/life balance, and reduction in the expenses associated with going to work in an office has been a revelation. Hybrid working, where part of each working week is spent at home and the rest in the contact center, is becoming the ‘new normal’.
CSM Magazine
DECEMBER 11, 2023
In the changing world of mortgage brokering, maintaining an edge is crucial for long-term success. To navigate the market and outshine competitors, smart brokers equip themselves with a variety of tools to serve clients and manage their businesses efficiently and effectively. In this article, we’ll explore some tools that every mortgage broker should have in their toolkit. 1.
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that the Dallas Morning News (UVPM: 5,689,832 | Domain Authority: 89) covered the news of Acquire BPO’s new US headquarters! The article is linked here , but it’s a behind a paywall so we’ve attached a PDF version of it as well. The Dallas Morning News is the largest newspaper in Dallas, so this is great visibility! The post Dallas Morning News appeared first on Acquire BPO.
Abby Connect
DECEMBER 11, 2023
2023 was the year of AI. It seems that every SaaS company was coming out with a new AI feature set – to write content, generate ideas, improve efficiencies… and to talk to your customers. When it comes to customer service, what role does AI play?
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.
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that D Magazine features Acquire BPO’s US headquarters announcement! See linked here: Australian Outsourcing Company Opens U.S. HQ in Irving, Plans to Hire 130 (UVPM: 725,617 | Domain Authority: 82). D Magazine is a longstanding and well-known magazine covering Dallas-Fort Worth. It’s the “go-to” magazine, both in print and online, for north Texas.
Working Solutions
DECEMBER 11, 2023
The world of customer experience (CX) is in a perpetual state of evolution, and looking ahead to 2024, several transformative trends are poised to reshape the landscape. Let’s review these exciting developments in the CX arena, driving businesses to new heights of customer satisfaction and loyalty. 1.
Acquire BPO
DECEMBER 11, 2023
Dallas Business Journal has shared the news of Acquire BPO’s US headquarters in Australian company taps Irving for U.S. office, plans to add more than 130 jobs (UVPM: 6,462,409 | Domain Authority: 92)! We’re thrilled to see this article go live. The post Dallas Business Journal appeared first on Acquire BPO.
Working Solutions
DECEMBER 11, 2023
Optimizing occupancy rates in the ever-evolving landscape of healthcare contact centers is both an art and a science. As seasonal demands bring unique challenges, peaks and valleys must be handled with strategic precision. Here are some adaptive strategies to help you optimize occupancy rates when seasonal shifts occur.
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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.
Acquire BPO
DECEMBER 11, 2023
We’re excited to see the announcement of Acquire BPO’s US headquarters is featured in Irving Weekly ! See linked here: Acquire BPO Celebrates Grand Opening Of U.S. Headquarters In Irving Texas (UVPM: 19,139 | Domain Authority: 58). This is Irving’s major news source, so it’s a great press hit. See linked here the press release live on Business Wire as well.
CSM Magazine
DECEMBER 11, 2023
In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. According to Statista, the chatbot market is forecast to reach around 1.25 billion U.S. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences.
Acquire BPO
DECEMBER 11, 2023
The Dallas Express (UVPM: 79,637 | Domain Authority: 36) has shared news of Acquire BPO’s new US headquarters in, “ Back-Office Company Picks DFW for US HQ ”! The post Dallas Express appeared first on Acquire BPO.
Cisco - Contact Center
DECEMBER 11, 2023
In the pursuit of better security outcomes, organizations have relied on an ever-increasing number of products and services.
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!
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that D Magazine features Acquire BPO’s US headquarters announcement! See linked here: Australian Outsourcing Company Opens U.S. HQ in Irving, Plans to Hire 130 (UVPM: 725,617 | Domain Authority: 82). D Magazine is a longstanding and well-known magazine covering Dallas-Fort Worth. It’s the “go-to” magazine, both in print and online, for north Texas.
Cisco - Contact Center
DECEMBER 11, 2023
In June of 2022 at the RSA Conference, we announced our vision for the Cisco Security Cloud Platform.
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that D Magazine features Acquire BPO’s US headquarters announcement! See linked here: Australian Outsourcing Company Opens U.S. HQ in Irving, Plans to Hire 130 (UVPM: 725,617 | Domain Authority: 82). D Magazine is a longstanding and well-known magazine covering Dallas-Fort Worth. It’s the “go-to” magazine, both in print and online, for north Texas.
Cisco - Contact Center
DECEMBER 11, 2023
Embracing sustainability and reducing our environmental footprint has been a longstanding priority at Cisco.
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
SmartKarrot
DECEMBER 11, 2023
In the dynamic landscape of technology and innovation, the success of any product or service hinges on the seamless onboarding of customers. As a seasoned professional in the realm of customer success , I’ve witnessed and overcome various challenges associated with customer onboarding. In this article, we will delve into the intricacies of navigating common pitfalls and proposing effective solutions to master the art of customer onboarding.
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