Zappix

FEBRUARY 1, 2024

In the dynamic customer service landscape, businesses constantly seek innovative ways to enhance efficiency, reduce costs, and elevate customer satisfaction. Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future. In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

Beyond Philosophy

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.

Surveys 195

Surveys Self service Marketing Feedback 195

Integrity Solutions

FEBRUARY 1, 2024

Is sales still a viable profession today? Is it something needed or that people even want to do? Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.

Sales 106

Sales Coaching Scripts B2B 106

VirtualPBX

FEBRUARY 1, 2024

In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line. Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades.

Telecommunications 105

Telecommunications voip Technology Analytics 105

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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.

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey

Contact Center 93

Contact Center Best practices Surveys Feedback 93

AWS Machine Learning

FEBRUARY 1, 2024

Data is the foundation to capturing the maximum value from AI technology and solving business problems quickly. To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. In this post, we describe how use generative AI to update and scale your data pipeline using Amazon SageMaker Canvas for data prep.

Technology 85

Technology Accountability Personalization Management 85

Cisco - Contact Center

FEBRUARY 1, 2024

Network infrastructure has typically been static and fractured with enterprises dealing with multiple vendors across the globe.

Enterprise 98

Enterprise 98

Global Response

FEBRUARY 1, 2024

Your phones are ringing constantly, and your in-house team is struggling to keep up. Wait times are ticking upward, while customer satisfaction is ticking downward. It’s time to call in reinforcements. But which inbound call center company do you choose? Ultimately, you want to partner with a cost-effective call center that aligns with your company values and provides excellent customer service.

Call Center 62

Call Center Abandon rate Interactive Voice Response Average Handle Time 62

Cisco - Contact Center

FEBRUARY 1, 2024

Only Cisco offers a unified solution to address full-stack observability (FSO) use cases across all major industries Every day, hundreds of millions of people buy groceries, book travel, order… Read more on Cisco Blogs

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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

VirtualPBX

FEBRUARY 1, 2024

In the rapidly advancing era of high-speed internet, fiber optics, and cutting-edge telecommunications technologies, it’s easy to overlook the humble yet remarkably resilient POTS line. Standing for Plain Old Telephone Service, the POTS line has a rich history deeply intertwined with the evolution of communication technology and has served as the steadfast backbone of telecommunication systems for decades.

Telecommunications 52

Telecommunications voip Technology Analytics 52

Cisco - Contact Center

FEBRUARY 1, 2024

I have been at Cisco many years and seen a few transformational events affect network engineers.

Engineering 105

Engineering 105

ChurnZero

FEBRUARY 1, 2024

In a world where employee turnover can instantly jeopardize customer renewals and retention, multithreading is an essential churn reduction strategy. Multithreading in customer success is the practice of mapping and building multiple relationships within your customer accounts, making your overall relationships more resilient to the common event of a champion or key contact leaving.

Accountability 52

Accountability CRM Sales Enterprise 52

Cisco - Contact Center

FEBRUARY 1, 2024

Join us as we dive deeper into Cisco and Cisco Partner technology deployed at the Cisco Store!

Technology 98

Technology Sales Customer Experience 98

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

Vistio

FEBRUARY 1, 2024

The rise of remote work brought about by the global pandemic has had significant implications on various industries, with contact centers being no exception. As organizations continue to rely on remote workforces to maintain their contact center operations, it has become increasingly important to find effective ways to support and develop remote agents.

Contact Center 52

Contact Center contact center workforce Employee engagement Technology 52

Cisco - Contact Center

FEBRUARY 1, 2024

Cloud Trends There are two major global trends that are shaping the cloud market.

Marketing 98

Marketing Government 98

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves. That’s where Inbenta can help. Inbenta’s Horizn Digital Demos give customers step-by-step interactive guides they can follow any time they have an issue.

Banking 52

Banking Accountability Customer Service Sales 52

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers. TeamSupport facilitates seamless collaboration and streamlines workflows.

Customer Support 52

Customer Support Customer centricity First call resolution outsourcing 52

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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

Vistio

FEBRUARY 1, 2024

QA is an essential practice in any contact center — arguably that you cannot live without. While contact center managers are busy and overworked these are the true reasons why QA is so important.

Contact Center 52

Contact Center Management Best practices Customer Experience 52

CSM Magazine

FEBRUARY 1, 2024

Customer service is a broad term that covers a large number of tasks. It may include everything from answering phones at a hotel to providing social media support for a large corporation. As you tailor your CV to meet the needs of the customer service job you want, you should focus not only on the support skills you have to offer, but how they directly relate to the industry you want to work in.

Customer retention 52

Customer retention Education Self service Customer Service 52

Concentrix

FEBRUARY 1, 2024

Explore how Concentrix + Webhelp and Amazon Connect can support your adoption and implementation of generative AI.

Customer Service 62

Customer Service Cloud contact Contact Center 62

CSM Magazine

FEBRUARY 1, 2024

Sabio Group’s Wellbeing Companion solution has been shortlisted for a leading award. The Wellbeing Companion is an app which analyses live, anonymised data to assess the impact of the contact centre environment, culture and workload on an adviser’s wellbeing. The solution is part of a wider Wellbeing Programme from Sabio which includes psychology-based discovery, Consultancy Services and ongoing strategic Success Management.

Consulting 52

Consulting Consulting Management Customer Service 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!

Feedback

Cisco - Contact Center

FEBRUARY 1, 2024

Recently, the FBI updated their CJIS (Criminal Justice Information Security) policy to require MFA for accessing any application housing CJIS data.

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Help Scout

FEBRUARY 1, 2024

It feels so unfair to cop the blame for something entirely outside your control, particularly if your job performance is measured using those same customer service satisfaction ratings. Mat discusses small injustices, and how to cope with them.

Customer Service 49

Customer Service 49

Cisco - Contact Center

FEBRUARY 1, 2024

In today’s ever changing digital world, businesses rely on robust network infrastructures to function efficiently and operate securely.

Customer Experience 52

Customer Experience 52

SmartKarrot

FEBRUARY 1, 2024

Greetings, esteemed readers! Today, we delve into the captivating world of managing Customer Success teams, an area of expertise that has fueled my enthusiasm throughout my journey in leading sales teams across various organizations in Singapore. Our focus today revolves around the skills, organizational strategies, and unique challenges encountered in managing CS teams.

Management 10

Management Customer centricity SaaS Marketing 10

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

AWS Machine Learning

FEBRUARY 1, 2024

Resilience plays a pivotal role in the development of any workload, and generative AI workloads are no different. There are unique considerations when engineering generative AI workloads through a resilience lens. Understanding and prioritizing resilience is crucial for generative AI workloads to meet organizational availability and business continuity requirements.

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Best practices Engineering SaaS APIs 110