Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. Award Winner Second Year in a Row. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Here’s what some of these customers have to say.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

ShepHyken

NOVEMBER 7, 2022

If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. CMSWire) Can you power an organization with love? Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart. All You Need Is Love.” My Comment: The title says it all.

Customer Service 37

Customer Service B2B Customer Experience Marketing 37

JustCall

OCTOBER 4, 2023

It’s a challenge we all face, no matter how big or small a venture is. When customers bid goodbye, it can throw a wrench in our growth and earnings. One powerful solution that businesses can fall back on for customer churn prevention is conversation intelligence. Lost customers equal to lost revenue.

Customer retention 52

Customer retention Feedback Upselling Sales 52

Callminer

MAY 11, 2020

Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Read on to learn what our experts had to say about the best ways to handle a disgruntled employee. Siawash Popal. Reuben Yontan. Becky Beach. William Taylor.

Management 273

Management Customer Experience Customer Service Coaching 273

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

Nicereply

MAY 2, 2019

It is every company’s responsibility to realize the difference that well-trained CS can make to its bottom line: financially, and reputation-wise. Many departments are responsible for fulfilling a customer’s needs, but the primary point of contact of a firm with the outside world is Customer Service. The customer is key.

Customer Service 85

Customer Service CRM Healthcare Feedback 85

Skybridge

DECEMBER 14, 2020

How will 2021 unfold? How could we? After the year we’ve had, if there’s one lesson we can all take with us into next year, it’s this: disruptions, by their very nature, are unpredictable. You can read his entire article below. We would love to talk! What does the future hold? Because they won’t. He’s right.

Journey mapping 52

Journey mapping Banking Customer Care Marketing 52

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Elodie O’Rourke is currently the Diversity & Inclusion Leader – Customer Success Director at Financial Times. Check out Elodie’s interview where she gives insights into how you can manage churn efficiently.

Management 52

Management Accountability Personalization Enterprise 52

ClearAction

FEBRUARY 14, 2015

Loving Suppliers for Customer Experience Excellence. Does it make sense to want your customers to love you and at the same time have no intention of letting your suppliers earn the same privilege? If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers?

Customer Experience 88

Customer Experience Customer centricity Finance Entertainment 88

Call Experts

NOVEMBER 28, 2018

AI can transform businesses with advanced digital systems and cognitive functions. How can my company get involved? We have noticed that the most commonly utilized features include machine learning, computer vision, robotic process automation, and deep learning. Call Experts support offers the happiest holidays!

outsourcing 58

outsourcing Call Center Answering services Benchmark 58

Comm100

MAY 20, 2022

By the end, you’ll understand why live chat is the best CX solution for both customers and businesses alike, and how you can easily set it up within your organization. Let’s begin by explaining what live chat is and how it works. Customer service expectations have never been higher. Table of contents. 31% of U.S.

Wait times 72

Wait times Benchmark Sales Personalization 72

CSM Magazine

OCTOBER 5, 2020

Nothing in this world can take the place of persistence. Success is the result of perfection, hard work, learning from failure, loyalty, and persistence.” Colin Powell. It has been said, “When the world says, “Give up,” Hope whispers, “Try it one more time.” Ann Landers. Success is almost totally dependent upon drive and persistence.

Education 52

Education Coaching Consulting Consulting 52

C Space

NOVEMBER 11, 2018

Fascinated by politics, he has advised on strategy for New Labour in the UK during the 2005 election, and Al Gore and his team on launching and positioning a leading sustainable asset management firm. Such high prices might be indicative of an industry in denial about how fast consumers are really changing. I was wrong.

Healthcare 55

Healthcare Consulting Consulting Feedback 55

CX Global Media

NOVEMBER 22, 2018

I can see why so many podcasters quit. I get to help more people (and I’m better at it): Because of the work I’m doing at Call Center Coach with developing the leadership skills of emerging and existing frontline supervisors in contact centers with our virtual blended learning academy, I can bring more to them.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Vistio

JULY 11, 2022

Welcome Steven, can I record this call for quality assurance? Let’s start out with just learning a little bit about your background. Let’s start out with just learning a little bit about your background. And I love that you said the Dark Arts of BPO. Listen to the full podcast here: Welcome, welcome.

Technology 52

Technology Self service Contact Center Analytics 52

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. Through customer loyalty facts and trends, your business can pick up some of the pivotal ideas, and do’s and don’ts of the customer loyalty program. How to Build Customer Loyalty. A question that every business is seeking an answer to. Benefits of Improving Customer Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

ChurnZero

OCTOBER 30, 2020

You can watch the recorded panel discussion for free, in addition to all BIG RYG sessions. Moderated by ChurnZero CEO and Founder You Mon Tsang, the panel explores three bold predictions for customer-facing teams as well as what lies ahead for Customer Success. Now, let’s get back to the future. Todd Olson CEO and Fonder, Pendo.io. . . .

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ClearAction

NOVEMBER 25, 2017

If you love someone, set them free. It’s a two-way street , so if you want your customers to trust and love your brand, show them you trust them and your employees as well. Heather Figallo, Southwest’s Senior Director of Innovation & Labs, said the company is the world’s most loved, most flown, and most profitable airline.

Customer Experience 63

Customer Experience Government Airlines Customer centricity 63

ClearAction

OCTOBER 16, 2019

He said: “Warning: Losing customers can damage your wealth. And increasing retention rates by 5% can increase profits by 25%-95%.”. Sweetened deals to lure away competitors’ customers can alienate existing customers. Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Did you know that 1.8 trillion).

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

C Space

NOVEMBER 11, 2018

Fascinated by politics, he has advised on strategy for New Labour in the UK during the 2005 election, and Al Gore and his team on launching and positioning a leading sustainable asset management firm. Such high prices might be indicative of an industry in denial about how fast consumers are really changing. I was wrong.

Healthcare 40

Healthcare Consulting Consulting Feedback 40

CX Journey

DECEMBER 18, 2014

The "Customer Journey" has become a common buzzword - but it can mean a lot of different things, depending on what you ask. I like to think of the customer journey as a love story between a customer and a brand, with the following stages in their journey toward the pursuit of happiness: Acquire, Onboard, Engage, and Retain.

Customer centricity 76

Customer centricity Customer Experience B2C Analytics 76

Help Scout

AUGUST 22, 2018

Can you remember your toughest customer? Learning to tease out the nuances of interactions with difficult customers and untangle the right solution takes time, thoughtfulness and skill. With a rigorous approach, you can save your company time, money and heartache in an otherwise impossible scenario.

Construction 40

Construction Engineering Feedback Personalization 40

C Space

JULY 1, 2020

Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. per cent higher than they were the same month last year, underlining how the lifting of lockdowns imposed to contain coronavirus has prompted consumers in the country to release pent-up spending.

Banking 52

Banking Advertising Finance Sales 52

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. A great onboarding experience can improve retention by 82% — but only 12% of companies get it right. No strings attached.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

C Space

APRIL 14, 2020

Keep checking back here for the latest updates on how brands are dealing with coronavirus. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

Healthcare 52

Healthcare Entertainment Banking Government 52

C Space

APRIL 6, 2020

Keep checking back here for the latest updates on how brands are dealing with coronavirus. We want to help ensure they can maintain their much-needed services to their communities and not lay off staff.” Meanwhile, SAP is collaborating with an ecosystem of business-to-business startup partners through its SAP.iO

Healthcare 52

Healthcare Banking Engineering Transportation 52

Balto

JUNE 23, 2022

What’s not so evident from these results is how to go beyond enforcement and use scripts as an enablement tool. Jump to the Methodology section below for more information about how our research was conducted. Though scripts are a cornerstone of contact centers, they have not advanced at the same pace as other industry technologies.

Scripts 52

Scripts Coaching Contact Center Surveys 52

Russel Lolacher

JANUARY 23, 2023

She is the author of Paws For Comfort – a “how to book on teaching readers to intentionally act to help others and build emotional resiliency… and her new book: Showing Up , which helps readers “show up” for others when they are struggling, including at work. A speaker and member of the Forbes Business Council. We’re stronger together.

Personalization 52

Personalization Employee engagement Construction Benchmark 52

ShepHyken

MAY 2, 2022

No matter your industry, your customers can find another option out there. Brittany Hodak, the expert on how to create a “Super Fan,” shares the consequences of mismanaging CX. So how in the world does the team sell out every single game and have a ticket-waiting list that is thousands of fans long? It rates past performance.

Customer Service 176

Customer Service Customer centricity Customer Experience Customer Care 176

LiveChat

JUNE 22, 2018

Whether you are a financial advisory firm or an online ecommerce platform, it is imperative that you bring in new tactics to improve the qu­ality of your business. So you can see why it is essential that you pause and reflect on smart strategies to make quality control tactics work in favor of your business.

Quality management 34

Quality management Sales Feedback Management 34

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. The best agents for the job are people who love to talk to people. We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

CSM Practice

SEPTEMBER 25, 2020

Watch the full video below: Read the full transcript to learn more. The Interview: . 01:47 – Irit talks about the survey they did about the companies which reduced their forecast. 02:17 – Nick provides a context about Gainsight’s survey. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. 21:31 – Wrap Up.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ClientSuccess

JULY 9, 2019

I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful. Each day we learn from the trenches what it takes to make clients happy and successful. How has it helped you? Mentor Questions. Let’s get started with this week’s post!

Consulting 40

Consulting Consulting Coaching Metrics 40

Lumoa

OCTOBER 31, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

AWS Machine Learning

NOVEMBER 22, 2023

The financial service (FinServ) industry has unique generative AI requirements related to domain-specific data, data security, regulatory controls, and industry compliance standards. The retrieved information is then used to augment the LLM’s input, which can help improve the accuracy and relevance of the model generated text.

Engineering 96

Engineering Chatbots APIs Benchmark 96

ShepHyken

APRIL 7, 2023

He shares how organizations can identify and solve customer pain points. And if an issue arises, your product can fill an unmet demand. According to customer service best practices, understanding what customers want should be the first step for firms. What are customer pain points?

Advertising 120

Advertising SaaS Wait times Multichannel 120

C Space

OCTOBER 12, 2020

In early March we began reporting daily on how brands were dealing with Covid-19. He declined to say when Waymo planned to introduce robo-taxis in other cities, but did hint at where it might go next: “We’d love the opportunity to bring the Waymo One driver to our home state of California.”. Alphabet Inc. ’s billion pounds ($3.6

Banking 40

Banking Entertainment Government Technology 40