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Customer Success of Things - Some Definitions

Amity

JANUARY 16, 2017

Before we dig further into some common CSoT themes, a definition of customer success is fitting. The first one below continues the above definition: “Customer Success” – Term with a Double Meaning. As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing. MORE

Enterprise SaaS Sales Marketing 51

CX Stories: Nest Customer Care — Definitely Not for the Birds

COPC

FEBRUARY 14, 2018

The post CX Stories: Nest Customer Care — Definitely Not for the Birds appeared first on COPC Inc. Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. This past summer my wife and I purchased the Nest Learning Thermostat. MORE

Customer Care Engineering Personalization Technology 56

Knowledge Management: Definition, Importance, and 5 Leading Processes

HelpCrunch

OCTOBER 12, 2020

The post Knowledge Management: Definition, Importance, and 5 Leading Processes appeared first on HelpCrunch blog. Have you ever thought of knowledge as the basis of your company? MORE

Management 73

13 Contact Center Metrics: Definitions & Calculations

SharpenCX

NOVEMBER 10, 2017

Learn the definitions and calculations for 13 common contact center metrics. [.]. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software. Read More. Customer Experience MORE

Contact center software Metrics Contact Center Customer Experience 71

VOE Definition: What is a Verification of Employment (VOE)?

Callminer

NOVEMBER 20, 2019

The post VOE Definition: What is a Verification of Employment (VOE)? Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy. The information many people provide on their resumes has become more and more inaccurate as competition for jobs, loans, and other opportunities grows. MORE

Government Best practices Personalization Call Center 140

The Definition of Content Marketing

LiveChat

MAY 19, 2017

That’s why today I’d like to focus on the definition of content marketing and how we can use it in 2017 to make sure we are seen and heard by our audience. If you asked me about the definition of content marketing, I’d say: Content marketing is a type of marketing that stimulates interest with a brand and its services by creation and promotion of online articles, posts, podcasts or videos. The definition of content marketing in 2017. MORE

Marketing Engineering Education Sales 50

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

APRIL 23, 2019

The post What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices appeared first on CallMiner. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. MORE

Best practices Banking voip Scripts 152

A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track

JustCall

JANUARY 5, 2021

The post A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track appeared first on Justcall Blog. Call center agents' performance is directly proportional to the customer experience. MORE

Abandon rate Call Center Average Handle Time Metrics 52

What Are Bots? [Definition]

SharpenCX

SEPTEMBER 21, 2018

Definition] appeared first on Sharpen Contact Center Software. For all the stories of gutted call centers and struggling service interactions, there’s still an awful lot of innovation coming out of the customer service industry. Technology designed to improve a decades-old problem of stagnant customer satisfaction has surfaced, and. Read More. The post What Are Bots? Chatbots MORE

Contact center software Contact Center Call Center Technology 52

The Definitive Guide to Choosing the Best Country in Asia for Outsourcing

Select VoiceCom Blog

NOVEMBER 30, 2020

The post The Definitive Guide to Choosing the Best Country in Asia for Outsourcing appeared first on Telemarketing & Call Centre Outsourcing in Philippines. Here’s your guide to everything about outsourcing in Asia. MORE

Telemarketing outsourcing Business Process Outsourcing 52

B2B Social Media – The Definitive Guide

Genroe

SEPTEMBER 27, 2018

The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […]. MORE

B2B B2C Personalization Best practices 43

A Beginner’s Guide to Customer Data: Definition, Types, Collection, and Management

SmartKarrot

OCTOBER 19, 2020

The post A Beginner’s Guide to Customer Data: Definition, Types, Collection, and Management appeared first on SmartKarrot l Comprehensive Customer Success. If you are running a SaaS business, then it is paramount that you know your customers really well. MORE

SaaS B2C Management B2B 52

IT Helpdesk Ticketing Systems- definition, meaning, importance & benefits

Knowmax

DECEMBER 14, 2020

IT Helpdesk Ticketing Systems- definition, meaning, importance & benefits. Customer Experience MORE

Customer Experience 52

Occupancy in Contact Centers: Definition, Impact, & Management

Injixo

FEBRUARY 6, 2020

Occupancy is a key metric for contact centers that neither want to burn money nor burn out their agents. It's also crucial for getting long-term hiring and staffing plans right and for improving efficiency and customer satisfaction. Learn more. WFM Strategy MORE

Metrics Contact Center Management 40

What is a Softphone? Definition, 12 Best Features, Benefits & More

Nextiva

MARCH 1, 2019

Definition, 12 Best Features, Benefits & More appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Anyone who has spent time looking into a business phone service has probably heard of a softphone. So, chances are you’ve already asked yourself, what is a softphone? How does it different from regular IP phones? And do you really need one? Keep reading for the answers to all of those questions, and more. Or […]. MORE

Sales voip Marketing Customer Experience 95

What is In-Line Training? [Definition]

SharpenCX

SEPTEMBER 28, 2018

Definition] appeared first on Sharpen Contact Center Software. Right now, when you Google in-line training you get more than one billion search results for fitness training to help you master roller skating and Pilates basics. In the contact center space, there isn’t much information about in-line training. Read More. The post What is In-Line Training? Customer Experience MORE

Contact center software Contact Center Customer Experience 52

Customer Service: Both Simple and Complex, but Definitely Worth Celebrating

NICE inContact

OCTOBER 2, 2020

October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right. MORE

Customer Service Best practices Call Center Customer Experience 62

Knowledge base Definition and Benefits: What is it all about?

HelpCrunch

NOVEMBER 29, 2019

The post Knowledge base Definition and Benefits: What is it all about? Knowledge base is the new customer support favorite. Believe it or not, customers love it when they can serve themselves. Given a choice between a complex rigmarole of “for technical issues, press one, for financial [ … ]. appeared first on HelpCrunch blog. Customer service MORE

Customer Support Customer Service 73

If you’re not listening, you’re definitely not customer-centric

Tethr

JULY 15, 2020

The post If you’re not listening, you’re definitely not customer-centric appeared first on Tethr. Customer-centric decision-making should be the basis of all operational decisions. But is it? The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling). MORE

Customer centricity Surveys Employee engagement Sales 66

Proactive chat 101: definition, best practices, useful examples

HelpCrunch

SEPTEMBER 25, 2018

The post Proactive chat 101: definition, best practices, useful examples appeared first on HelpCrunch blog. Proactive customer service is a powerful sales and marketing tool. Want to know how to do it right? Check out our ultimate guide with best practices and specific use cases. Customer service Live Chat Sales & Marketing Best practice Proactive chat MORE

Best practices Sales Marketing Customer Service 68

Customer Profitability Analysis: Definition, Formula, Benefits

SmartKarrot

OCTOBER 28, 2020

Customer Profitability Analysis Definition. The post Customer Profitability Analysis: Definition, Formula, Benefits appeared first on SmartKarrot l Comprehensive Customer Success. If you are into the SaaS business, then surely you would have heard of the term customer lifetime value. MORE

SaaS Advertising Engineering Marketing 52

IVR Definition and Benefits

aircall

AUGUST 25, 2016

The post IVR Definition and Benefits appeared first on Aircall Blog. What is Interactive Voice Response? Interactive Voice Response (IVR) is an automated telephony system technology that interacts with the callers, gathers the required information and routes the calls to the particular appropriate recipient. With the modern, sophisticated IVR systems, you can gather the input and responses through spoken words with the voice recognition. MORE

Interactive Voice Response Self service Wait times Banking 48

B2B Social Media – The Definitive Guide

Genroe

SEPTEMBER 27, 2018

The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […]. MORE

B2B B2C Personalization Best practices 40

The Definitive Product Launch Checklist

Guru

AUGUST 27, 2019

We know you’re a super busy person, and that's why we created the Definitive Product Launch Checklist to help you master the art of the new feature announcement. Whether it’s work, mind, body, or soul, we’ve got you covered. must read product marketing MORE

Personalization Marketing 55

The New Definition of Employee Empowerment

Toister Performance Solutions

OCTOBER 30, 2018

The classic definition of employee empowerment never seemed right. A quick Google search brings up this very typical definition from Study.com : Employee empowerment is giving employees a certain degree of autonomy and responsibility for decision-making regarding their specific organizational tasks. Where the definition falls short is one of Scott's colleagues, let's call her Janet, figured out how to solve the same issue in just five minutes. MORE

Technical Support Advertising Customer centricity Best practices 121

The Undead: AI Can’t Die Because its Definition Keeps Changing

Fonolo

OCTOBER 31, 2018

It doesn’t follow these rules because its definition is fuzzy. “AI” The set of technologies that are included in the definition shifts with time. There are definitely cases where these technologies are delivering real ROI, including the reduction the need for agents. Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. MORE

industry standards outsourcing Self service Chatbots 85

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Callminer

MAY 2, 2018

A Definition of Hosted Call Center Software. A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model appeared first on CallMiner. Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center. MORE

call center software Best practices Call Center call center solutions 140

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Callminer

MARCH 14, 2017

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Definition, Tips, Best Practices, and Challenges of Voice Analytics appeared first on CallMiner. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […]. MORE

Best practices Analytics Enterprise Technology 140

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. Definition, Tips, Best Practices, and Compliance Challenges of the CFPB appeared first on CallMiner. MORE

Best practices Government Banking Call Center 140

What is Employee Experience? Definition & Best Practices

Callminer

DECEMBER 13, 2019

Definition of Employee Experience. Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. Although employees are not typically direct consumers of their company’s products and services, they affect its bottom line as creators of its offerings and market value. MORE

Best practices Employee engagement Surveys Technology 183

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Here’re some variations of the definition: "It's all of the steps a buyer takes to get and use a solution from the time of the buyer’s realization of a need until the buyer deems the need no longer exists." – Lynn Hunsaker for ClearAction. Dive deeper into the definition , Check these awesome graphs to understand it better. MORE

B2C Journey mapping B2B Analytics 64

What Does the Sixth Circuit Decision on the TCPA Autodialer Definition Mean?

LiveVox

AUGUST 18, 2020

There has been a rift among the federal appellate courts regarding the TCPA’s broad autodialer definition. The post What Does the Sixth Circuit Decision on the TCPA Autodialer Definition Mean? MORE

63

What is First Call Resolution [Definition]

SharpenCX

AUGUST 24, 2018

The post What is First Call Resolution [Definition] appeared first on Sharpen Contact Center Software. The role of the call center is changing. Your agents have been thrusted into the forefront of your organization. They have become the voice of your brand. They’re one part problem-solver, another part subject matter expert, with a dash of marketing pro mixed in. With so much growing and expanding in the industry, we thought [.]. Read More. MORE

First call resolution Contact center software Contact Center Call Center 52

The Definitive Guide to Business Texting

FluentStream

FEBRUARY 6, 2020

In today’s era of ultra-fast communication, texting continues to be people’s favorite way to talk with each other. Sending personal text messages is fast, easy, and convenient—so it makes sense that professionals are embracing business texting for all those same. Read More. MORE

Personalization 63

The definitive guide to customer experience management (CXM)

delighted

MARCH 4, 2020

20 Customer Experience terms, definitions, and resources. As you build out your Customer Experience Management (CXM) program, your organization will collect more and more definitive insights. Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. MORE

Surveys Journey mapping Feedback Metrics 54

Advocacy: Definition for Customer Success

CSM Practice

APRIL 16, 2019

r bu??n??? n??? ?n ultra-connected, global w?rld rld ?? h d??, d??? ?r? d and n?w are l?un?h?d, t – 90% ?f rtu?? dl??? t? ??? (?r uldn’t b? r?), ??u nt to b? ?n 10% th?t t not only make it, but does it in a way that makes their customers super successful in the process. that ?? focus ?n n more th?n d, you n??d identify w??? turn ??m? f th??? ?u?t?m?r? ng new customers thr?ugh ugh th? n every ?ndu?tr?. MORE

Upselling Customer advocacy Best practices Sales 50

What is Good Customer Service? 4 Tips to Exceed Customer Expectations [Definition Post]

SharpenCX

DECEMBER 22, 2020

We’re reviving our Definition Series to explain what good customer service looks like in a successful contact center, all in a few hundred words for the busy manager. Read Next] Discover more definitions you’ll want to know to improve your contact center. MORE

Coaching Contact Center Wait times Best practices 73

What is Agent Experience? [Definition]

SharpenCX

AUGUST 17, 2018

Definition] appeared first on Sharpen Contact Center Software. There’s chatter from vendors in the customer service industry about fixing agent experience, but up to this point, there’s been no concrete meaning for the talked-about term. It’s time to stop missing the mark. Agent experience isn’t a selling point. It’s a real problem we need to DO something about. We’re defining agent experience, so [.]. Read More. The post What is Agent Experience? MORE

Contact center software Contact Center Customer Service Customer Experience 52

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition. Definition, Tips, Best Practices, and Compliance Challenges of the CFPB appeared first on CallMiner. The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. MORE

Best practices Analytics Government Banking 140

The Definition of #CX Insanity

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity. MORE

Feedback Surveys Personalization Management 49
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SaaS Customer retention Accountability Metrics Upselling Customer centricity Personalization Sales industry standards Feedback More Related Topics >

What is Employee Experience? Definition & Best Practices

Callminer

DECEMBER 13, 2019

Definition of Employee Experience. Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. Although employees are not typically direct consumers of their company’s products and services, they affect its bottom line as creators of its offerings and market value.

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Best practices Employee engagement Surveys Technology 183

VOE Definition: What is a Verification of Employment (VOE)?

Callminer

NOVEMBER 20, 2019

The post VOE Definition: What is a Verification of Employment (VOE)? Ensuring your company deals with and employs only the best candidates can prove to be a very tricky feat. Although there are many honest applicants to positions and potential commitments, there are, unfortunately, some applicants who are less than trustworthy. The information many people provide on their resumes has become more and more inaccurate as competition for jobs, loans, and other opportunities grows.

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The Definitive Product Launch Checklist

Guru

AUGUST 27, 2019

We know you’re a super busy person, and that's why we created the Definitive Product Launch Checklist to help you master the art of the new feature announcement. Whether it’s work, mind, body, or soul, we’ve got you covered. must read product marketing

Personalization 55
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Personalization Marketing 55

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The Insider Secret to Designing Virtual Agents that Surpass Your Competition

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Customer Profitability Analysis: Definition, Formula, Benefits

SmartKarrot

OCTOBER 28, 2020

Customer Profitability Analysis Definition. The post Customer Profitability Analysis: Definition, Formula, Benefits appeared first on SmartKarrot l Comprehensive Customer Success. If you are into the SaaS business, then surely you would have heard of the term customer lifetime value.

SaaS 52
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SaaS Advertising Engineering Marketing 52

The Top 3 Ways to Forecast for Your Contact Center

Advertisement

Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” info@calabrio.com +1 (855) 784-2807calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can. be one of the most challenging ways to optimize.

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The New Definition of Employee Empowerment

Toister Performance Solutions

OCTOBER 30, 2018

The classic definition of employee empowerment never seemed right. A quick Google search brings up this very typical definition from Study.com : Employee empowerment is giving employees a certain degree of autonomy and responsibility for decision-making regarding their specific organizational tasks. Where the definition falls short is one of Scott's colleagues, let's call her Janet, figured out how to solve the same issue in just five minutes.

Technical Support 121
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Technical Support Advertising Customer centricity Best practices 121

What is a Softphone? Definition, 12 Best Features, Benefits & More

Nextiva

MARCH 1, 2019

Definition, 12 Best Features, Benefits & More appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Anyone who has spent time looking into a business phone service has probably heard of a softphone. So, chances are you’ve already asked yourself, what is a softphone? How does it different from regular IP phones? And do you really need one? Keep reading for the answers to all of those questions, and more. Or […].

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Sales voip Marketing Customer Experience 95

InformaTech

InformaTech

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

APRIL 23, 2019

The post What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices appeared first on CallMiner. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud.

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Knowledge Management: Definition, Importance, and 5 Leading Processes

HelpCrunch

OCTOBER 12, 2020

The post Knowledge Management: Definition, Importance, and 5 Leading Processes appeared first on HelpCrunch blog. Have you ever thought of knowledge as the basis of your company?

Management 73
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Management 73

Customer Service: Both Simple and Complex, but Definitely Worth Celebrating

NICE inContact

OCTOBER 2, 2020

October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right.

Customer Service 62
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Customer Service Best practices Call Center Customer Experience 62

Advocacy: Definition for Customer Success

CSM Practice

APRIL 16, 2019

r bu??n??? n??? ?n ultra-connected, global w?rld rld ?? h d??, d??? ?r? d and n?w are l?un?h?d, t – 90% ?f rtu?? dl??? t? ??? (?r uldn’t b? r?), ??u nt to b? ?n 10% th?t t not only make it, but does it in a way that makes their customers super successful in the process. that ?? focus ?n n more th?n d, you n??d identify w??? turn ??m? f th??? ?u?t?m?r? ng new customers thr?ugh ugh th? n every ?ndu?tr?.

Upselling 50
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Upselling Customer advocacy Best practices Sales 50

IT Helpdesk Ticketing Systems- definition, meaning, importance & benefits

Knowmax

DECEMBER 14, 2020

IT Helpdesk Ticketing Systems- definition, meaning, importance & benefits. Customer Experience

Customer Experience 52
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Customer Experience 52

InformaTech

InformaTech

What is a Softphone? Definition, 12 Best Features, Benefits & More

Nextiva

MARCH 1, 2019

Definition, 12 Best Features, Benefits & More appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Anyone who has spent time looking into a business phone service has probably heard of a softphone. So, chances are you’ve already asked yourself, what is a softphone? How does it different from regular IP phones? And do you really need one? Keep reading for the answers to all of those questions, and more. Or […].

Sales 95
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Sales voip Marketing Customer Experience 95

What Are Bots? [Definition]

SharpenCX

SEPTEMBER 21, 2018

Definition] appeared first on Sharpen Contact Center Software. For all the stories of gutted call centers and struggling service interactions, there’s still an awful lot of innovation coming out of the customer service industry. Technology designed to improve a decades-old problem of stagnant customer satisfaction has surfaced, and. Read More. The post What Are Bots? Chatbots

Contact center software 52
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Contact center software Contact Center Call Center Technology 52

What Does the Sixth Circuit Decision on the TCPA Autodialer Definition Mean?

LiveVox

AUGUST 18, 2020

There has been a rift among the federal appellate courts regarding the TCPA’s broad autodialer definition. The post What Does the Sixth Circuit Decision on the TCPA Autodialer Definition Mean?

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63

IVR Definition and Benefits

aircall

AUGUST 25, 2016

The post IVR Definition and Benefits appeared first on Aircall Blog. What is Interactive Voice Response? Interactive Voice Response (IVR) is an automated telephony system technology that interacts with the callers, gathers the required information and routes the calls to the particular appropriate recipient. With the modern, sophisticated IVR systems, you can gather the input and responses through spoken words with the voice recognition.

Interactive Voice Response 48
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Interactive Voice Response Self service Wait times Banking 48

What Is Voice Analytics? Definition, Tips, Best Practices, and Challenges of Voice Analytics

Callminer

MARCH 14, 2017

Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Definition, Tips, Best Practices, and Challenges of Voice Analytics appeared first on CallMiner. Not only does voice analytics software translate speech to text, it can also identify speaker emotion and intent by analyzing audio patterns. This software was first leveraged for commercial purposes in the enterprise in […].

Best practices 140
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Best practices Analytics Enterprise Technology 140

The Definitive Guide to Business Texting

FluentStream

FEBRUARY 6, 2020

In today’s era of ultra-fast communication, texting continues to be people’s favorite way to talk with each other. Sending personal text messages is fast, easy, and convenient—so it makes sense that professionals are embracing business texting for all those same. Read More.

Personalization 63
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Personalization 63

The Definitive Guide to Choosing the Best Country in Asia for Outsourcing

Select VoiceCom Blog

NOVEMBER 30, 2020

The post The Definitive Guide to Choosing the Best Country in Asia for Outsourcing appeared first on Telemarketing & Call Centre Outsourcing in Philippines. Here’s your guide to everything about outsourcing in Asia.

Telemarketing 52
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Telemarketing outsourcing Business Process Outsourcing 52

The Definition of Content Marketing

LiveChat

MAY 19, 2017

That’s why today I’d like to focus on the definition of content marketing and how we can use it in 2017 to make sure we are seen and heard by our audience. If you asked me about the definition of content marketing, I’d say: Content marketing is a type of marketing that stimulates interest with a brand and its services by creation and promotion of online articles, posts, podcasts or videos. The definition of content marketing in 2017.

Marketing 50
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Marketing Engineering Education Sales 50

13 Contact Center Metrics: Definitions & Calculations

SharpenCX

NOVEMBER 10, 2017

Learn the definitions and calculations for 13 common contact center metrics. [.]. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software. Read More. Customer Experience

Contact center software 71
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Contact center software Metrics Contact Center Customer Experience 71

Knowledge base Definition and Benefits: What is it all about?

HelpCrunch

NOVEMBER 29, 2019

The post Knowledge base Definition and Benefits: What is it all about? Knowledge base is the new customer support favorite. Believe it or not, customers love it when they can serve themselves. Given a choice between a complex rigmarole of “for technical issues, press one, for financial [ … ]. appeared first on HelpCrunch blog. Customer service

Customer Support 73
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Customer Support Customer Service 73

What is Good Customer Service? 4 Tips to Exceed Customer Expectations [Definition Post]

SharpenCX

DECEMBER 22, 2020

We’re reviving our Definition Series to explain what good customer service looks like in a successful contact center, all in a few hundred words for the busy manager. Read Next] Discover more definitions you’ll want to know to improve your contact center.

Coaching 73
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Coaching Contact Center Wait times Best practices 73

Occupancy in Contact Centers: Definition, Impact, & Management

Injixo

FEBRUARY 6, 2020

Occupancy is a key metric for contact centers that neither want to burn money nor burn out their agents. It's also crucial for getting long-term hiring and staffing plans right and for improving efficiency and customer satisfaction. Learn more. WFM Strategy

Metrics 40
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Metrics Contact Center Management 40

What is Agent Experience? [Definition]

SharpenCX

AUGUST 17, 2018

Definition] appeared first on Sharpen Contact Center Software. There’s chatter from vendors in the customer service industry about fixing agent experience, but up to this point, there’s been no concrete meaning for the talked-about term. It’s time to stop missing the mark. Agent experience isn’t a selling point. It’s a real problem we need to DO something about. We’re defining agent experience, so [.]. Read More. The post What is Agent Experience?

Contact center software 52
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Contact center software Contact Center Customer Service Customer Experience 52

A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track

JustCall

JANUARY 5, 2021

The post A Definitive Guide to Call Center Metrics: 17 Call Center KPIs to Track appeared first on Justcall Blog. Call center agents' performance is directly proportional to the customer experience.

Abandon rate 52
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Abandon rate Call Center Average Handle Time Metrics 52

If you’re not listening, you’re definitely not customer-centric

Tethr

JULY 15, 2020

The post If you’re not listening, you’re definitely not customer-centric appeared first on Tethr. Customer-centric decision-making should be the basis of all operational decisions. But is it? The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling).

Customer centricity 66
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Customer centricity Surveys Employee engagement Sales 66

B2B Social Media – The Definitive Guide

Genroe

SEPTEMBER 27, 2018

The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].

B2B 43
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B2B B2C Personalization Best practices 43

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. Definition, Tips, Best Practices, and Compliance Challenges of the CFPB appeared first on CallMiner.

Best practices 140
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Best practices Government Banking Call Center 140

B2B Social Media – The Definitive Guide

Genroe

SEPTEMBER 27, 2018

The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].

B2B 40
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B2B B2C Personalization Best practices 40

A Beginner’s Guide to Customer Data: Definition, Types, Collection, and Management

SmartKarrot

OCTOBER 19, 2020

The post A Beginner’s Guide to Customer Data: Definition, Types, Collection, and Management appeared first on SmartKarrot l Comprehensive Customer Success. If you are running a SaaS business, then it is paramount that you know your customers really well.

SaaS 52
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SaaS B2C Management B2B 52

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

MARCH 20, 2018

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Here’re some variations of the definition: "It's all of the steps a buyer takes to get and use a solution from the time of the buyer’s realization of a need until the buyer deems the need no longer exists." – Lynn Hunsaker for ClearAction. Dive deeper into the definition , Check these awesome graphs to understand it better.

B2C 64
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B2C Journey mapping B2B Analytics 64

The Undead: AI Can’t Die Because its Definition Keeps Changing

Fonolo

OCTOBER 31, 2018

It doesn’t follow these rules because its definition is fuzzy. “AI” The set of technologies that are included in the definition shifts with time. There are definitely cases where these technologies are delivering real ROI, including the reduction the need for agents. Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream.

industry standards 85
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industry standards outsourcing Self service Chatbots 85

What is In-Line Training? [Definition]

SharpenCX

SEPTEMBER 28, 2018

Definition] appeared first on Sharpen Contact Center Software. Right now, when you Google in-line training you get more than one billion search results for fitness training to help you master roller skating and Pilates basics. In the contact center space, there isn’t much information about in-line training. Read More. The post What is In-Line Training? Customer Experience

Contact center software 52
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Contact center software Contact Center Customer Experience 52

Customer Success of Things - Some Definitions

Amity

JANUARY 16, 2017

Before we dig further into some common CSoT themes, a definition of customer success is fitting. The first one below continues the above definition: “Customer Success” – Term with a Double Meaning. As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing.

Enterprise 51
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Enterprise SaaS Sales Marketing 51

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition. Definition, Tips, Best Practices, and Compliance Challenges of the CFPB appeared first on CallMiner. The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.

Best practices 140
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Best practices Analytics Government Banking 140

What is First Call Resolution [Definition]

SharpenCX

AUGUST 24, 2018

The post What is First Call Resolution [Definition] appeared first on Sharpen Contact Center Software. The role of the call center is changing. Your agents have been thrusted into the forefront of your organization. They have become the voice of your brand. They’re one part problem-solver, another part subject matter expert, with a dash of marketing pro mixed in. With so much growing and expanding in the industry, we thought [.]. Read More.

First call resolution 52
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First call resolution Contact center software Contact Center Call Center 52

Proactive chat 101: definition, best practices, useful examples

HelpCrunch

SEPTEMBER 25, 2018

The post Proactive chat 101: definition, best practices, useful examples appeared first on HelpCrunch blog. Proactive customer service is a powerful sales and marketing tool. Want to know how to do it right? Check out our ultimate guide with best practices and specific use cases. Customer service Live Chat Sales & Marketing Best practice Proactive chat

Best practices 68
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Best practices Sales Marketing Customer Service 68

The definitive guide to customer experience management (CXM)

delighted

MARCH 4, 2020

20 Customer Experience terms, definitions, and resources. As you build out your Customer Experience Management (CXM) program, your organization will collect more and more definitive insights. Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control.

Surveys 54
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Surveys Journey mapping Feedback Metrics 54

The Definition of #CX Insanity

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t. Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. When these professionals continue using the same tools and the same processes over and over again, yet find they're not making any progress, well, that's customer experience insanity.

Feedback 49
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Feedback Surveys Personalization Management 49

CX Stories: Nest Customer Care — Definitely Not for the Birds

COPC

FEBRUARY 14, 2018

The post CX Stories: Nest Customer Care — Definitely Not for the Birds appeared first on COPC Inc. Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. This past summer my wife and I purchased the Nest Learning Thermostat.

Customer Care 56
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Customer Care Engineering Personalization Technology 56

What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Callminer

MAY 2, 2018

A Definition of Hosted Call Center Software. A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model appeared first on CallMiner. Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.

call center software 140
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call center software Best practices Call Center call center solutions 140
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