ShepHyken
DECEMBER 2, 2022
This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. It may seem like we are lurching from one crisis to another at the moment – and at the heart of it all is financial uncertainty.
Callminer
DECEMBER 2, 2022
CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog.
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Contact Center Pipeline
DECEMBER 2, 2022
TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2022. I […].
CallSource Insights
DECEMBER 2, 2022
How Local Services Ads work, why they’re great for local businesses, and how to optimize your Local Services Ads for better results. Today’s local customer not only seeks convenience on their path to purchase but there is an underlying expectation for it. There are few things more convenient than having the internet at your fingertips to search for a desired product, service, or business at any given time. .
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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.
kommunicate
DECEMBER 2, 2022
Last Updated on December 2, 2022 Zendesk acquired Zopim in 2014 to rebrand it as Zendesk Chat. So, what IS Zendesk chat? Zendesk chat is a live chat software popular with businesses of all sizes worldwide. Zendesk chat also refers to software enabling your customer support team to engage with customers with automated bots. Customers [.]. The post Choosing Between Zendesk Chat’s Answer Bot and Third-Party Chatbot Integrations appeared first on Kommunicate Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Global Response
DECEMBER 2, 2022
Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing.
Working Solutions
DECEMBER 2, 2022
Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.
Global Response
DECEMBER 2, 2022
A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up, and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. Look for one whose inbound call volume is low while yours is high. They’ll be in a great position to quickly and cost-effectively meet your needs with a staff of full-time, trained, tested, and experienced agents.
Jon Arnold
DECEMBER 2, 2022
Another busy month with travel to events, but three public things I’d been working on were published last month, so here they are if you haven’t seen them yet. AI for the Contact Center - It’s So Much More than Chatbots , NICE, Nov. 30 Vendors Use AI to Boost Customer Experience in the Contact Center , No Jitter, Nov. 15 The AI Opportunity: Enhance the Agent and Customer Experience with AI Application Integrations , Upstream Works, Nov. 4.
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.
Global Response
DECEMBER 2, 2022
A Service Organization Control (SOC) is a detailed written report that outlines the state of customer data within your organization. In days when data breaches are common and costly, it’s vital that you only work with a SOC 2 certified contact center. How Does Being SOC 2 Compliant Protect Customer’s Personal Information? SOC2 Compliance involves having standardized and compliant protocols, infrastructure, software, training, hiring, and data management.
Concentrix
DECEMBER 2, 2022
If you create content, you work in a factory. Learn how reducing waste in the assembly line can help you produce content faster and cheaper.
Global Response
DECEMBER 2, 2022
Think of the in-house resources you’d need to handle the task of entering and auditing information for 10,000 sales contracts per day. For starters, you’d need to budget for office space, employee salaries and benefits, hardware, software, and managers. Achieve BPO efficiency, outsource for accuracy & economy. Given all that, it’s no surprise that a leading financing organization outsources the task of sales reporting to Global Response.
LiveVox
DECEMBER 2, 2022
Are you looking for ways to improve your call center agents’ performance? If so, you’re in the right place. We share five areas of improvement that can help your contact center agents provide better customer service. We’ll also take a look at some helpful tips for training your call center agents. 5 areas of improvement […]. The post 5 Areas of Improvement for Call Center Agents appeared first on LiveVox.
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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.
JustCall
DECEMBER 2, 2022
Did you know that SMSes are the customer-favorite channel for receiving brand updates? With a huge 48% share, text messaging surpasses other popular channels such as emails (22%), app notifications (20%), and direct mail (8%)! As such, whoever claimed that SMS marketing is dead couldn’t be further from the truth. While SMS marketing is more powerful than ever, it is how to run the SMS campaign that businesses struggle with.
CSM Magazine
DECEMBER 2, 2022
John Tschohl, founder and president of the Service Quality Institute, explains why it is important to call customers by name whenever possible. For most of us, one of the sweetest word we can hear is our name. When someone calls us by name, it connects us. That is true no matter the situation. It’s especially true when we are making a purchase, whether it is a cup of coffee or a car.
JustCall
DECEMBER 2, 2022
The Role of an Inbound Call Center. As a small and medium business owner, you must have heard of call centers. Perhaps you’re even considering setting one up yourself. After all, call centers are known to boost customer satisfaction, gain a competitive advantage and increase sales. Before you explore further, here are some useful features to keep in mind.
DMG Consulting
DECEMBER 2, 2022
Real-Time Guidance: Help for Agents and Customers. View this article on the publisher’s website. DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations.
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!
SmartKarrot
DECEMBER 2, 2022
Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account. Retain and grow client base through identifying cross/upsell opportunities. Onboard and train new customers on the solution.
ChurnZero
DECEMBER 2, 2022
Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience.
AWS Machine Learning
DECEMBER 2, 2022
“Intelligent document processing (IDP) solutions extract data to support automation of high-volume, repetitive document processing tasks and for analysis and insight. IDP uses natural language technologies and computer vision to extract data from structured and unstructured content, especially from documents, to support automation and augmentation.” – Gartner.
SmartKarrot
DECEMBER 2, 2022
What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? Expansion revenue specifically offers such a chance. A typical SaaS company, regrettably, is not doing enough to maximize this source of money. . In what way does the expansion revenue framework actually exist?
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
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