For more information, In the latest episode of the Spearline Podcast, Kees and Josh are joined by Software Engineer Brian Mullins and Product Manager Carl Naysmith. We chatted with them about the many stages the product development lifecycle goes through, how important customer feedback is and dive into Voice Assure. Tune in now to catch up with all the latest Spearline news and developments! MORE
ShepHyken
SEPTEMBER 2, 2020
What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell?
Contact Center Pipeline
SEPTEMBER 2, 2020
I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. So many questions: Do we hire directly for these programs; how often do they need to report in-person to the office; who gets the privilege to […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
SEPTEMBER 2, 2020
Spearline
SEPTEMBER 2, 2020
For more information, In the latest episode of the Spearline Podcast, Kees and Josh are joined by Software Engineer Brian Mullins and Product Manager Carl Naysmith. We chatted with them about the many stages the product development lifecycle goes through, how important customer feedback is and dive into Voice Assure. Tune in now to catch up with all the latest Spearline news and developments!
Advertisement
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
SEPTEMBER 2, 2020
Running around the globe has become something of a fixture for Sahar Ebadi from starting in her home of Mashhad, Iran to Selangor, Malaysia before bouncing to Medellin, Colombia.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ambs Call Center
SEPTEMBER 2, 2020
If you work within the health care industry, you already know the importance of protecting patient health information (PHI). A question we are regularly asked is, "How can I tell if I have a HIPAA compliant answering service ?".
Tethr
SEPTEMBER 2, 2020
The Agent Impact Score (AIS) is the world’s first algorithm that scores call center agents on the things that actually matter. It’s a powerful, complex and groundbreaking tool. Our guide can accelerate your journey into AIS in no time. . With AIS, every customer interaction receives a separate, objective score with no bias. Agent performance can be looked at across a spectrum from poor or below-average performance to superior behavior.
Talkdesk
SEPTEMBER 2, 2020
The call center industry is constantly looking for new ways to improve customer experience (CX). While some might take it to extremes and promise artificial intelligence (AI)-powered bots handling every customer interaction efficiently, there is still a long road ahead for AI software to progressively replace traditional contact center operations. Managing expectations for AI is not easy and requires answers to the following questions: What is AI and what is not?
Eptica
SEPTEMBER 2, 2020
Date: Wednesday, September 2, 2020 Author: Damien Simonneau - Directeur Marketing Contenu Les bonnes pratiques pour sécuriser la relation client en vidéo. Published on: September 02, 2020. Author: Damien Simonneau - Directeur Marketing Contenu La vidéo est de plus en plus utilisée dans la relation client L’usage des communications vidéo qui était déjà en forte croissance depuis quelques années s’est accéléré de manière impressionnante depuis le début de la crise sanitaire.
Advertisement
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
Jon Arnold
SEPTEMBER 2, 2020
When putting this monthly summary post together, I was surprised to see there were only two entries to tally for August. That’s gotta be the lightest month for me on this front, but hey, it’s August, and I did go away for a few days. It’s not for lack of being busy, though, as I did plenty of speaking between presentations, podcasts and webinars. I’ll have a more complete accounting of my busy August in the next newsletter, which goes out this coming Tuesday.
AnswerConnect
SEPTEMBER 2, 2020
There are 30.2 million small businesses in America. With 60% of customers preferring to communicate by phone, small businesses receive. Continue Reading → The post Phone calls: #1 Medium of Customer Support appeared first on AnswerConnect Blog.
Spearline
SEPTEMBER 2, 2020
In the latest episode of the Spearline Podcast, Kees and Josh are joined by Software Engineer Brian Mullins and Product Manager Carl Naysmith. We chatted with them about the many stages the product development lifecycle goes through, how important customer feedback is and dive into Voice Assure. Tune in now to catch up with all the latest Spearline news and developments!
AnswerConnect
SEPTEMBER 2, 2020
There are 30.2 million small businesses in America. With 60% of customers preferring to communicate by phone, small businesses receive. Continue Reading → The post Phone calls: #1 Medium of Customer Support appeared first on AnswerConnect Blog.
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.
Ameyo
SEPTEMBER 2, 2020
Contact centers continue to be flooded with an increased inbound call volume by 30-40% demanding contact centers to be agile with the technology. Customer service, even before the pandemic, has been a priority for businesses to feed their customers with the right information and provide them with the solution before it escalates. Today’s consumers are … Why do you need an Agile Inbound Call Center Software for your Business?
AnswerConnect
SEPTEMBER 2, 2020
There are 30.2 million small businesses in America. With 60% of customers preferring to communicate by phone, small businesses receive up to 400 million customer calls per day. While you. The post Phone calls: #1 Medium of Customer Support appeared first on AnswerConnect Blog.
Skybridge
SEPTEMBER 2, 2020
4 Key Metrics That Are Worth a Bigger Investment. As every company grapples with planning and budgeting for next year (and realistically, even for the next few months) many brands are feeling some understandable pressure to look for ways to cut sales, marketing, and CX budgets. For any senior leader going through that exercise, I strongly recommend reading this well thought-through article by Daniel Newman for Forbes.
ScreenSteps Call Center
SEPTEMBER 2, 2020
If you're thinking about using ScreenSteps for your call center, one question that usually comes up is, "What will this look like for my reps when they use it?". That's a great question! You don't want to use a solution that isn't going to work for your organization, so getting some intel on what ScreenSteps will actually look like when your reps have it pulled up on their screen is a wise move.
Advertisement
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.
Calltools
SEPTEMBER 2, 2020
Telemarketing is one of the marketing strategies embraced by many companies because of its ability to establish a brand image. It also helps to enhance the chances of winning long-term customers. While telemarketing is an effective strategy, improper execution can fail to yield optimum results due to low call center conversions. It is by holding remarkable conversations that agents successfully close sales and turn prospects into actual customers.
AnswerConnect
SEPTEMBER 2, 2020
There are 30.2 million small businesses in America. With 60% of customers preferring to communicate by phone, small businesses receive. Continue Reading → The post Phone calls: #1 Medium of Customer Support appeared first on AnswerConnect Blog.
kommunicate
SEPTEMBER 2, 2020
Welcome to the August episode of Kommunicate product updates. In the month of August, we have added some powerful features to Kommunicate for making your job easier. The latest release includes Rich messages support in chat conversations, Helpcenter integration with Kompose bot, latest mobile SDKs and Agent app, etc. If you have missed the previous [.].
Eckoh
SEPTEMBER 2, 2020
What was the impact on your customer journey? As the lockdown starts to ease, and most organizations are starting to plan their ‘return to normal’, it’s an ideal time to reflect on the impact of your actions - and your best next steps. Contact centers had to respond quickly to the pandemic. Some had agents working from home quickly, while others took a different path.
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!
C Space
SEPTEMBER 2, 2020
The Brand Move Roundup – September 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
Knowmax
SEPTEMBER 2, 2020
Online support: Key to unlocking 360° customer satisfaction.
BetterXperience
SEPTEMBER 2, 2020
Nicereply
SEPTEMBER 2, 2020
Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. Businesses need money to survive. To make money, businesses need customers. Ideally, these customers are happy, tell their friends about you, and keep coming back. While your business might survive with angry, single-purchase customers, only businesses with a focus on customer satisfaction will thrive.
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
Liveops
SEPTEMBER 2, 2020
Want to improve your company’s customer service? Start by providing a better learning experience for your workforce. It’s no secret that happier team members mean happier customers. The more engaged, supported, and empowered people feel in their jobs, the more capably they can serve others. Satisfied customer service professionals bring their whole selves to work, using their passion and individuality to create unforgettable interactions—the kinds that drive lasting loyalty and word-of-mouth. .
SharpenCX
SEPTEMBER 2, 2020
You’re running a contact center during the Fourth Industrial Revolution. . In 2016, Klaus Schwab, founder and executive chairman of the World Economic Forum , penned a piece warning the next industrial revolution was in queue. And compared to the last three, this one would take hold of our lives with unparalleled speed. . Flashforward to 2020, and we’re seeing the impacts play out in business transformations across the globe.
TechSee
SEPTEMBER 2, 2020
COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning. When employees find themselves away from their regular office setting, they may feel disconcerted and demotivated. Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points.
Expert insights. Personalized for you.
98 
Let's personalize your content