Beyond Philosophy

JANUARY 11, 2024

I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level.

Education 221

Education Feedback Call Center Marketing 221

Steve DiGioia

JANUARY 11, 2024

IRS Implements 1099-K Reporting Requirement for Payment Apps in 2024, Targeting More Accurate Financial Disclosures In 2024, the IRS is set to implement the long-expected 1099-K revealing prerequisite for outsider installment applications, like PayPal, Venmo, Money Application, or Zelle. At first scheduled for 2022, this standard orders detailing profit more than $600 to the IRS; notwithstanding, announcing will apply just to pay surpassing $5,000 for the impending year.

Consulting 130

Consulting Consulting Management 130

Toister Performance Solutions

JANUARY 11, 2024

Your customer struggles to describe the problem over the phone. "The doohickey won't connect with the thingamajig," they stammer. Their words don't make sense. You try to walk them through some diagnostics. It's equally muddled. The customer can’t see something that should be right in front of them. Are you two even looking at the same thing? This would be so much easier if you were face-to-face.

Technical Support 113

Technical Support Customer Service 113

VirtualPBX

JANUARY 11, 2024

As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration. These efforts led to significant milestones, notably the successful launch of VirtualText Forward.

Contact Center 98

Contact Center Customer centricity Sales Feedback 98

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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.

Cisco - Contact Center

JANUARY 11, 2024

Build custom observability solutions Cisco Observability Platform (COP) enables developers to build custom observability solutions to gain valuable insights across their technology and business… Read more on Cisco Blogs

Technology 85

Technology 85

Cisco - Contact Center

JANUARY 11, 2024

We are thrilled to announce that Cisco’s unified OT security and networking architecture is named “Smart Manufacturing Solution of the Year” in the 2024 IoT Breakthrough Awards.

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SQM Group

JANUARY 11, 2024

Agent Self-Service can reduce workforce management, which can be cumbersome and take up time that could otherwise be put towards agent training or team development.

Self service 79

Self service Management 79

Cisco - Contact Center

JANUARY 11, 2024

In times of crisis, armed conflict, or natural disasters, people are forced to adapt and make big, life-changing decisions under extreme pressure.

Contact Center 76

Contact Center 76

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. Yet, every team needs tools and training to get the job done. ChurnZero refers to that portion of the budget as the “non-headcount budget.” We’ve conducted an annual survey of customer success leaders for four consecutive years. One of the questions we ask is about customer success budget.

SaaS 52

SaaS Benchmark Surveys Finance 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

Cisco - Contact Center

JANUARY 11, 2024

Cisco was honored last year to win the top spot on People’s 2023 List of Companies That Care , and a key factor was our employee culture of giving back.

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Balto

JANUARY 11, 2024

“Do you enjoy filling out customer service surveys?” That’s the question I posed to a group of customer service professionals. The response was a resounding, “No!!!” Then why do we pester our customers with surveys? You can eliminate post-transaction surveys with a new sentiment analysis technique called the sentiment arc.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

Abby Connect

JANUARY 11, 2024

Someone must answer your business phone – people are calling! You get calls from customers, partners, leads, vendors, employees… and spammers, scammers, and time wasters. Whether you get two or two dozen calls a day, someone has to be manning your phone line.

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Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. We try different serums and potions, yet somehow wake up with new wrinkles. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Schedule adherence call center workforce Management 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

Brad Cleveland Blog

JANUARY 11, 2024

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. We discussed the … Continue reading → The post The Contact Center of the Future’s Role in Customer Experience appeared first on Brad Cleveland.

Contact Center 50

Contact Center Customer Experience Call Center Customer Service 50

AWS Machine Learning

JANUARY 11, 2024

The PGA TOUR continues to enhance the golf experience with real-time data that brings fans closer to the game. To deliver even richer experiences, they are pursuing the development of a next-generation ball position tracking system that automatically tracks the position of the ball on the green. The TOUR currently uses ShotLink powered by CDW, a premier scoring system that uses a complex camera system with on-site compute, to closely track the start and end position of every shot.

Entertainment 107

Entertainment Personalization 107

Brad Cleveland Blog

JANUARY 11, 2024

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. We discussed the … Continue reading → The post The Contact Center of the Future’s Role in Customer Experience appeared first on Brad Cleveland.

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Contact Center Customer Experience Call Center Customer Service 26