CrazyCall

JANUARY 14, 2020

People are the secret to the success of any great customer service and support operation. Whether your team exclusively handles inbound calls or operates using Live Chat, the work and its challenges are the same all over the world. And the world over, call centers have busy periods. Staff get hammered with calls. Holiday and flu seasons are notorious for causing understaffing and a serious oversupply in call volumes.

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Management Customer Service Morale Contact Center 63

Toister Performance Solutions

JANUARY 14, 2020

My orientation lasted 15 minutes. I was a teenager, and this was my first day on my first job. It was a retail clothing store and I had miraculously been hired despite having no experience. The supervisor spent 15 minutes giving me an orientation to the men's department before announcing she was going on break. She handed me the key to the dressing room and left me by myself.

Customer Service 62

Customer Service Contact Center Personalization Surveys 62

Contact Center Pipeline

JANUARY 14, 2020

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business. And yet all 50 are TALKING TO CUSTOMERS! Yes, […].

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Contact Center Employee engagement Call Center Customer Experience 195

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs.

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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.

ShepHyken

JANUARY 14, 2020

Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX). Here’s a hint: it’s all in providing a secure, personalized, and frictionless channel of communication.

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Personalization CRM Enterprise Customer Experience 272

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. AI-driven call center automation has had a significant impact on the efficiency and performance of individual agents, as well as on overall KPIs.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

FluentStream

JANUARY 14, 2020

Business texting offers a number of benefits for both you and your customers, but it seems like most businesses still aren’t sure how to use texting to better connect with customers. 86% of small business owners who use text messages. Read More.

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VirtualPBX

JANUARY 14, 2020

One of the prominent reasons we created our new VirtualPBX Minute Plans is to give you an affordable way to forward calls to your cell phone. Minute plans start at only $9.99 per month and make a great fit for businesses that want to use their personal devices but maintain a separation between business and private life. Like our existing customer, The Marks Group , you too can have calls forwarded to your smartphone without giving up your personal cell number to any clients.

industry standards 88

industry standards Accountability Personalization Sales 88

SharpenCX

JANUARY 14, 2020

Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to hear problem after problem. On top of this, you’re confronted with KPIs and metrics your team has to meet. And, the finance team tells you “There’s no room in the budget for that” whenever you mention getting more resources for call center improvements.

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Call Center Customer Service Morale Finance 76

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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

ChurnZero

JANUARY 14, 2020

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. . LinkedIn launched Data Validation, a feature that helps Customer Success professionals manage their contacts and ensure they have the most up-to-date contact data. Data Validation will automatically flag contacts who are no longer with the organization listed in your company’s CRM. .

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Sales Chief Customer Officer CRM Enterprise 81

Totango

JANUARY 14, 2020

At Totango we strive to deliver cutting-edge approaches to the challenges facing the Customer Success industry. Today we are thrilled to announce our latest innovation, Totango Dynamic Assignment. This groundbreaking capability allows organizations to assign customer-focused work to team members based on their skill sets and availability, rather than a designated customer book of business. .

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Accountability Marketing Personalization Management 64

inSided

JANUARY 14, 2020

In this guest post from G2 they highlight why brand communities should be central to your business strategy and offer-up the 3 best ways to build a thriving brand community.

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Totango

JANUARY 14, 2020

When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. When properly structured, the CS team can grow revenue and, prevent churn while deepening customer loyalty.

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Enterprise B2B Finance Sales 63

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

NICE inContact

JANUARY 14, 2020

2020 holds massive potential for planning and achieving your CX goals! Why? Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year. We also have access to research on what sales, service, and support organizations across the globe did (and did not) do successfully in 2019.

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Sales Best practices Contact Center Call Center 62

Transparent BPO

JANUARY 14, 2020

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Some, such as the use of AI, are perennial, having spanned several years, while others may have yet to appear on your radar.

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Contact Center outsourcing Average Handle Time Chatbots 62

Ansafone

JANUARY 14, 2020

Consumer behavior demands that businesses stay competitive and agile, which is why many of them use BPO companies to scale. BPO can make daily processes faster and more efficient and allows the employees to focus on other activities. Functions such as customer service, tech support, and sales are common reasons businesses use a BPO company. … Why You Need Ansafone to Scale Read More » The post Why You Need Ansafone to Scale appeared first on Ansafone Contact Centers.

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Contact Center Sales Customer Service 62

NICE inContact

JANUARY 14, 2020

Since 2006, cloud computing has expanded and advanced in incredible ways. While cloud computing is a staple in numerous organizations, less than half of contact centers have any form of investment in cloud technology. But, we see the rate of cloud adoption in contact centers rising every year now. Is your contact center ready to make the leap to cloud computing?

Contact Center 62

Contact Center Technology Call Center Customer Experience 62

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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

Working Solutions

JANUARY 14, 2020

For the sixth consecutive year, Working Solutions is proud to be among FlexJobs’ 100 Top Companies with Remote Jobs. And, just as we did in 2019, we ranked #5 this year, reaffirming our industry position. Our company, in fact, has made the Top 10 for the past five lists. “Through an analysis of the remote […].

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outsourcing Contact Center Call Center 67

ConvergeOne

JANUARY 14, 2020

We hear about major breaches taking place seemingly every day and in reality, new breaches are happening every minute—but what is it all worth? What are you worth to a hacker, and is it worth their effort? The answer to the latter question is an undeniable “Yes.” Monetarily, to an attacker, you (and your data) are worth every second and penny it takes to generate a successful intrusion.

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LiveChat

JANUARY 14, 2020

With over 175 thousand attendees and more than 4.5 thousand exhibiting companies at CES 2019, I couldn’t wait to see what this year’s edition would bring to the table! For those of you who are not up to speed with what CES is, it’s an annual show hosted in Las Vegas that’s been home for innovative and revolutionary technologies for over 50 years. It’s no different this year.

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Automotive Technology Coaching Personalization 64

TELUS International

JANUARY 14, 2020

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Technology 119

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

inmoment

JANUARY 14, 2020

With two-thirds of companies currently competing on customer experience (nearly double the 36% that reported competing on customer experience in 2010), it’s no surprise that organizations are targeting CX initiatives as top priorities in 2020. . But the development and execution of a successful CX strategy can present serious organizational challenges.

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Best practices Metrics Upselling outsourcing 52

24-7 InTouch

JANUARY 14, 2020

With a new decade having just begun, there is a steady flow of reflection on how much has changed in the past 10 years. One of the biggest evolutions has been in the customer service industry.

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Customer Service 52

ChaseData

JANUARY 14, 2020

When your phone rings, how likely are you to pick up if the number you see is an unfamiliar one? If you’re like most people, that likelihood is low - but it is much higher if that unknown number starts with a local area code. Whatever your logic - it could be a doctor, your child’s school, or a distant relative! - most people tend to be more receptive to numbers that are based out of their own area.

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Outbound sales Sales Call Center Management 52

Up Your Service

JANUARY 14, 2020

Transcript of “What is Service?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. We are in The Financial Services Industry. All of your organizations, your businesses, you serve somebody. SWIFT is a membership organization that serves all of you. We all live and work in a world of service, which raises a very interesting question.

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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

Global Response

JANUARY 14, 2020

Customer service agents do not usually get the best reputation – especially those answering inbound calls. Call center agents spend the majority of their time putting out fires from unhappy customers whether more. The post The 5 Things Inbound Call Center Agents Should Be Doing appeared first on Global Response.

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Call Center Customer Service Best practices 48

delighted

JANUARY 14, 2020

Often used as a barometer for brand health, Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors by asking: “How likely are you to recommend ABC Company?”. Answers are then given on a scale of 0-10, with 10 being the “very likely” to recommend. Those who answer 9 or 10 are called “promoters,” and they are your brand’s biggest fans.

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Feedback Customer centricity Surveys Construction 40

pindrop

JANUARY 14, 2020

As companies move to compete on customer experience as a strategic imperative, it has become a top priority for a large percentage of enterprises. We see customer experience as the next revenue battleground. By the year 2020, customer experience will overtake price and product as the key brand differentiator. . By 2022, digital businesses with great customer experience with great customer experience will earn 20 percent more revenue that comparable businesses with poor customer experience.

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Customer Experience Enterprise Surveys Personalization 52