Many customers usually pick up the phone when they have a pressing, emotional issue to resolve. Yet connectivity and audio connection issues sometimes can often make a difficult situation for the customer even worse. The last thing they want to experience is connectivity or audio quality problems with the phone call itself before they even get as far as having a conversation. MORE
Contact Center Pipeline
SEPTEMBER 22, 2020
Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second. In that same survey, of the top 20 priorities, “improving knowledge access” ranked […].
TechSee
SEPTEMBER 22, 2020
Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment. AR is being used to boost field service efficiency by enabling remote technicians to guide their customers through many issue resolution processes, and by providing remote expert support t
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Callminer
SEPTEMBER 22, 2020
To help your outbound calling operation overcome typical obstacles, we’ve rounded up this selection of immensely useful tips.
Totango
SEPTEMBER 22, 2020
Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation. Your product adoption strategy — the process you follow to ensure your customer is achieving maximum value from their daily use of your product — should be based on solid data and driven by the pursuit of ever-
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.
Spearline
SEPTEMBER 22, 2020
Many customers usually pick up the phone when they have a pressing, emotional issue to resolve. Yet connectivity and audio connection issues sometimes can often make a difficult situation for the customer even worse. The last thing they want to experience is connectivity or audio quality problems with the phone call itself before they even get as far as having a conversation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Integrity Solutions
SEPTEMBER 22, 2020
by Mike Esterday. There are three factors that play a pivotal role in healthcare sales reps’ ability to adjust to this virtual selling environment and deliver value that results in more appointments and more closed deals. Between the virtual selling environment and the added pressure to fill unanticipated revenue gaps this year, even the most successful healthcare sales reps may be feeling a bit thrown off their games right now.
ChurnZero
SEPTEMBER 22, 2020
Being a phenomenal Customer Success Manager doesn’t just come naturally. Those of us in the world of CS know that learning from peers and building upon existing skills is a must. Always staying abreast of the latest trends and developments is essential to your long -t erm success. . For those of us looking to “level up,” the BIG RYG Customer Success Conference provides just the opportunity.
Call Design
SEPTEMBER 22, 2020
After the initial surge of COVID-19, contact centres everywhere had to scramble to keep momentum going. Now, many companies are faced with the potential of either not returning to a traditional office space or having to stagger agents to maintain a socially distant work environment. Now more than ever is the time to provide an ideal, flexible working schedule for your contact centre.
NICE inContact
SEPTEMBER 22, 2020
In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth. Providing effective customer service, in which issues are solved competently during the first contact, is a good step in this direction.
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!
Russel Lolacher
SEPTEMBER 22, 2020
If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them. It just might look different. In this “new normal,” stress and mental health have been more emphasized than ever.
Plantronics
SEPTEMBER 22, 2020
As we move into the final months of 2020, to say this year has been a ‘challenge’ feels like an understatement. The COVID-19 pandemic spurred unprecedented levels of complexity due to new work from home policies, social and family dynamics, a strained supply chain, and more. Thankfully, here at Poly, we had the right people [ ] The post Poly Wins Frost & Sullivan’s 2020 Technology Innovation Award appeared first on Poly Blog.
Chip Bell
SEPTEMBER 22, 2020
True confession: I am a huge Queen fan. And, one of my favorite songs is their “I Want it All.” The Brian May lyrics convey an assertive search for a dream come true. The message of the singer is a pronouncement that says: I gave in to external events along the way to live a lesser life than I could and now I am going for my all , not just for my some.
Advantage Communications
SEPTEMBER 22, 2020
In customer service teams, attrition rates are often two or three times higher than other industries. Overall attrition averages in call centers are generally believed to be in the region of 30 and 45 percent, yet average turnover rates for US companies in all industries stood at just 22 percent in 2018.
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
Nuance
SEPTEMBER 22, 2020
This summer, U.S. News published its 14th annual Best Children’s Hospitals rankings, and Nuance is proud and honored to partner with 9 of the top 10 organizations on this list. Our experience working with children’s hospitals of all sizes allows us to reflect on how children’s health and healthcare providers are affected by these unusual [.] The post Supporting children’s hospitals and their healthcare providers appeared first on What’s next.
Russel Lolacher
SEPTEMBER 22, 2020
If anything a global pandemic has taught us, is the importance of engaging with our staff, especially remote employees. A pandemic certainly changes the way we work, but it shouldn’t change prioritizing the employee experience and maintaining relationships with them. It just might look different. In this “new normal,” stress and mental health have been more emphasized than ever.
AnswerConnect
SEPTEMBER 22, 2020
Learn what the voicemail paradox is all about. And find out how to keep your customer service updated. The post The Voicemail Paradox Is Slowly Killing Voicemail appeared first on AnswerConnect Blog.
Strikedeck
SEPTEMBER 22, 2020
Vincent Manlapaz, in an interview with Doug Snow, talks about the importance of building a CS organization that meets the business objectives of the company and its customers.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
AnswerConnect
SEPTEMBER 22, 2020
Businesses set up their voicemail to give people a response. But guess what voicemail says? “I’m unavailable to respond.” In reality voicemail is just saying, “The answer is, there is. The post The Voicemail Paradox Is Slowly Killing Voicemail appeared first on AnswerConnect Blog.
Skybridge
SEPTEMBER 22, 2020
Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And during times of rapid change, people’s priorities often shift in unanticipated ways. But for many people this year, needs, wants, and expectations didn’t just change. They fluctuated. And while many brands – even stable, highly successful ones – have responded admirably, they have also struggled to truly understand what this all means for the customer journey.
kommunicate
SEPTEMBER 22, 2020
Live chat is faster and the best way for your customers to talk to you. Live chat provides a far better experience than the contact forms or communicating through emails. In this post, we will see how you can add a live chat to Weebly websites. Weebly is a free website builder that allows you to build [.]. The post How to Add Live Chat to Weebly Websites appeared first on Kommunicate Blog.
ConvergeOne
SEPTEMBER 22, 2020
One way to overcome a lot of the previously mentioned challenges and concerns with storing such large amounts of unstructured data is to move it to a public cloud provider. As for the previously discussed challenges of legacy NAS filers, most of those concerns would no longer be applicable. Essentially, you would be paying the cloud provider to worry about all the infrastructure concerns like capacity, performance, uptime, H/W support, and so on.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Plantronics
SEPTEMBER 22, 2020
As we move into the final months of 2020, to say this year has been a ‘challenge’ feels like an understatement. The COVID-19 pandemic spurred unprecedented levels of complexity due to new work from home policies, social and family dynamics, a strained supply chain, and more. Thankfully, here at Poly, we had the right people [ ] The post Poly Wins Frost & Sullivan’s 2020 Technology Innovation Award appeared first on Poly Blog.
C Space
SEPTEMBER 22, 2020
The Brand Move Roundup – September 22, 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.
ShepHyken
SEPTEMBER 22, 2020
The Right Way to Measure Amazing Customer Service. How to Create an Empathetic, Omnichannel Service Experience. Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven. They discuss how to improve customer service in a rapidly changing digital world by focusing on human connection, diversity and inclusion.
SmartKarrot
SEPTEMBER 22, 2020
Source: Unsplash. To sustain through the cut-throat competition, every business tends to become customer-centric. Eventually investing in ‘support and service’ helps businesses understand customer complaints. However, there is always a silver lining when it comes to customer complaints. When seen through multiple lenses, it is actually a healthy contribution to your niche.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
VirtualPBX
SEPTEMBER 22, 2020
The Direct Inward System Access feature is now a part of all VirtualPBX Business Phone Plans. With DISA, you call into your phone plan to initiate an outbound call. This allows you to show your company caller ID instead of the ID associated with the device you’re calling from. You can use any phone for this process, including your personal smartphone or a landline.
SmartKarrot
SEPTEMBER 22, 2020
We chat a lot on the sales and marketing duo, but do you know what we don’t talk much about? The newbie alignment of sales and customer success. Of course, there was a time when it was just customer service and sales in the question. But now that time has changed, so has the equation. One of the most important things to realize is that the customer success plan is simply not taking your sales a notch up and rephrasing it with the term ‘customer success’.
Fonolo
SEPTEMBER 22, 2020
Gen-Z’s expectations of technology are far higher than previous generations. If you don’t start implementing these essential four technologies into your business, you’re going to have serious trouble connecting with this generation of digital natives. Gen-Z Expects More from Technology than Previous Generations. If they’re anything like Millennials, you can expect Gen-Z to rock incumbent corporations and further disrupt big industries.
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