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This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. MORE
Interpreting is a well-established profession with many protocols and standards. These protocols might seem a little perplexing or startling for those who may have never used an interpreter before. MORE
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. MORE
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. MORE
High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. MORE
Some feuds are timeless. You have the Capulets and Montagues. The Hatfields and McCoys. And of course, there's marketing and customer service. What's their beef? I talked to both departments to get their sides of the story. The answers revealed a fundamental problem that plagues many companies. MORE
This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction. MORE
Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members. MORE
If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. MORE
The EduTech sector has come out of the boundaries of traditional educational services and adopts modern technology to enhance the educational experience. MORE
Advancing consumer technology and the pandemic has made digital transformation a top priority for business leaders across all industries. What once was a nice-to-have has quickly escalated to a must-have for businesses wanting to compete in the modern age. MORE
As a leader in on-demand customer service, Working Solutions today announced that Housatonic Partners, a well-respected, private equity firm, is investing in its future growth. Call Center Outsourcing MORE
Learn more about how robotic process automation (RPA) can be used in healthcare to drive better health outcomes and patient experiences (PX). Next-Gen Technology MORE
When communicating with teammates over chat, nothing can slow you down like having to pause your conversation and open up a new window to find the answer to a question or the right piece of information to share. MORE
No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management? MORE
Employees should love their work and customers should love the brands they do business with. Having the right software is a massive part of achieving both of those things. Here’s why that matters -- and the reason we built a solution and a company around that thinking. MORE
Introducing your power team to enhance cloud communications and contact center performance across SD-WAN. MORE
Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. MORE
Customers need to know that you have their best interests at heart. As business owners or managers, we get too bogged down with the day-to-day machinations of business and forget the ultimate goal; to satisfy our customer’s needs. MORE
At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. MORE
The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. MORE
End-User Computing (EUC) refers to computer systems, platforms, and applications that are delivered via network connectivity (or internet) to an end user. MORE
Customers expect a lot from your brand, and they want to be able to reach you from anywhere - on any platform. Eighty percent of customers are after more than just a great product, but also a personalized experience with seamless communication no matter what. MORE
Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way of life and caused tremendous economic losses. On top of that, we just completed a bitterly contested presidential election. MORE
Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. MORE
Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you have it… the definition describes quite well what many of us are currently feeling. I don’t know about you, but “woe is me.” MORE
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? MORE
With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
ShepHyken
JANUARY 15, 2021
This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction.
Beyond Philosophy
JANUARY 15, 2021
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth.
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ShepHyken
JANUARY 13, 2021
If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes.
Contact Center Pipeline
JANUARY 14, 2021
Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way of life and caused tremendous economic losses. On top of that, we just completed a bitterly contested presidential election.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
CCNG
JANUARY 13, 2021
At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Beyond Philosophy
JANUARY 16, 2021
No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management?
Contact Center Pipeline
JANUARY 13, 2021
Introducing your power team to enhance cloud communications and contact center performance across SD-WAN.
CX Global Media
JANUARY 13, 2021
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.
TechSee
JANUARY 11, 2021
Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
ShepHyken
JANUARY 11, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Beyond Philosophy
JANUARY 9, 2021
Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today.
Contact Center Pipeline
JANUARY 12, 2021
Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you have it… the definition describes quite well what many of us are currently feeling. I don’t know about you, but “woe is me.”
Steve DiGioia
JANUARY 14, 2021
Customers need to know that you have their best interests at heart. As business owners or managers, we get too bogged down with the day-to-day machinations of business and forget the ultimate goal; to satisfy our customer’s needs.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Fonolo
JANUARY 12, 2021
This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center.
ShepHyken
JANUARY 12, 2021
The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences.
Working Solutions
JANUARY 12, 2021
As a leader in on-demand customer service, Working Solutions today announced that Housatonic Partners, a well-respected, private equity firm, is investing in its future growth. Call Center Outsourcing
ConvergeOne
JANUARY 12, 2021
End-User Computing (EUC) refers to computer systems, platforms, and applications that are delivered via network connectivity (or internet) to an end user.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Toister Performance Solutions
JANUARY 14, 2021
Some feuds are timeless. You have the Capulets and Montagues. The Hatfields and McCoys. And of course, there's marketing and customer service. What's their beef? I talked to both departments to get their sides of the story. The answers revealed a fundamental problem that plagues many companies.
Fonolo
JANUARY 14, 2021
Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report.
TELUS International
JANUARY 11, 2021
Learn more about how robotic process automation (RPA) can be used in healthcare to drive better health outcomes and patient experiences (PX). Next-Gen Technology
C3Centricity
JANUARY 12, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Avoxi
JANUARY 15, 2021
Customers expect a lot from your brand, and they want to be able to reach you from anywhere - on any platform. Eighty percent of customers are after more than just a great product, but also a personalized experience with seamless communication no matter what.
Guru
JANUARY 12, 2021
When communicating with teammates over chat, nothing can slow you down like having to pause your conversation and open up a new window to find the answer to a question or the right piece of information to share.
Edify
JANUARY 12, 2021
Employees should love their work and customers should love the brands they do business with. Having the right software is a massive part of achieving both of those things. Here’s why that matters -- and the reason we built a solution and a company around that thinking.
OctopusTech
JANUARY 14, 2021
The EduTech sector has come out of the boundaries of traditional educational services and adopts modern technology to enhance the educational experience.
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
Interactions
JANUARY 14, 2021
Advancing consumer technology and the pandemic has made digital transformation a top priority for business leaders across all industries. What once was a nice-to-have has quickly escalated to a must-have for businesses wanting to compete in the modern age.
Cyara
JANUARY 11, 2021
High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received.
Voiance
JANUARY 13, 2021
Interpreting is a well-established profession with many protocols and standards. These protocols might seem a little perplexing or startling for those who may have never used an interpreter before.
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