Contact Center Pipeline

OCTOBER 14, 2021

In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an extraordinary burden on the shoulders of customer service workers. The 1918 Spanish Flu pandemic revolutionized how telephone switchboard operators dealt with […].

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Contact Center Technology Customer Service Management 262

CCNG

OCTOBER 14, 2021

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” That may seem like a tough question in today’s world of constant disruptions, workforce displacement and shifting consumer habits. I want to advocate for a different approach to that self-assessment process that doesn’t require an investment of time or limited resources.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Beyond Philosophy

OCTOBER 14, 2021

Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems. We look at the theory of how and why Customers make decisions and then break this down into practical actions you can take. Here is one review which we think sums up the show. “The dynamics between the hosts of this show absolutely makes this podcast.

Consulting 195

Consulting Consulting Marketing Customer Experience 195

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track. Unfamiliar with this term? We’ve got you covered.

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159

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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.

Lumoa

OCTOBER 14, 2021

Take control of your digital customer experience By integrating Giosg with Lumoa you have an easy way to trigger surveys directly in your digital channels while Lumoa turns the feedback into actionable insights. With the intelligent triggering and targeting provided by Giosg’s online surveys, you can optimize the moments in which you collect the feedback, and with Lumoa’s AI you can understand in detail how to improve each step of your digital customer experience.

Surveys 83

Surveys Feedback Customer Experience Sales 83

ConvergeOne

OCTOBER 14, 2021

Oscar Wilde once stated, “To expect the unexpected shows a thoroughly modern intellect.” In continuing our look into being prepared during Cybersecurity Awareness Month, our second installment will focus on business continuity , what it entails, and the ongoing process to ensure it doesn’t become a "set it and forget it.”. Many times, during various conversations, confusion arises between what a business continuity plan (BCP) is in relation to what a disaster recovery plan (DRP) entails.

Technology 82

Technology 82

Toister Performance Solutions

OCTOBER 14, 2021

My first job was in a clothing store. It was a great place for a high school kid like me to learn new skills. I started in the men's department, but was eager to learn everything I could. Fortunately, my boss noticed my initiative and quickly trained me on a variety of functions: Women's department Shoe department Stock department Cashier New hire trainer All this training made me feel recognized for my hard work.

Management 71

Management Sales Customer Service 71

Interaction Metrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company?

Surveys 62

Surveys Feedback Analytics Metrics 62

Revation Systems

OCTOBER 14, 2021

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a leader in cloud-based, compliant messaging and communications, today announced advancements to their unified communications platform, LinkLive, that provides digital-first capabilities to healthcare organizations. LinkLive gives healthcare providers a dynamic, safe, and secure means for digital patient engagement through virtual channels in one centralized solution to improve the employee and patient experience.

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Healthcare CRM Feedback Sales 62

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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

Interaction Metrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company?

Surveys 62

Surveys Feedback Analytics Metrics 62

Revation Systems

OCTOBER 14, 2021

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a leader in cloud-based, compliant messaging and communications, today announced the company has been included in the list of 2021 ‘Hot Vendors in Artificial Intelligence (AI) for the Intelligent Contact Center’ by Aragon Research. Revation’s flagship solution, LinkLive, is unified communications software hosted in the cloud that offers a broad range of capabilities.

Contact Center 62

Contact Center Virtual Agent Chatbots Analytics 62

Interaction Metrics

OCTOBER 14, 2021

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company?

Surveys 62

Surveys Feedback Analytics Metrics 62

Uniphore

OCTOBER 14, 2021

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.

Technology 72

Technology Chatbots Enterprise Marketing 72

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

Help Scout

OCTOBER 14, 2021

It’s frustrating when customers don’t give you the details you need in order to help them, but they aren’t being lazy. Here’s how to understand and address the root cause of vague questions.

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TMP Direct

OCTOBER 14, 2021

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. Both employees and customers greatly impact day-to-day operations and the bottom line. Any company’s employees can — and should — be its best advocates and brand ambassadors. Measuring and responding to employee and customer satisfaction is vitally important because the two influence and inform each other (and your balance sheet).

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Brand ambassadors Upselling Advertising Surveys 52

Quiq

OCTOBER 14, 2021

Share This Story. This year, holiday shopping will shift to eCommerce like never before. Once again, eCommerce sales are projected to grow this holiday season as consumers continue to transition to cyber-week sales. To capitalize on this season’s unprecedented spike in online traffic and digital purchase behavior, top eCommerce brands are turning to automated shopping assistants that act as key revenue drivers and provide the sort of highly personalized assistance shoppers would traditionally re

Sales 52

Sales Upselling Self service Enterprise 52

JivoChat

OCTOBER 14, 2021

When you want to buy something online and the website crashes, do you give up on the purchase? For many people, the answer is yes. If you don’t have the best web hosting for ecommerce, which allows you to have an online store running 24h smoothly and quickly, you will lose selling opportunities. People don’t have time to wait for a website to stabilize, and make all the processes to complete a purchase again.

Customer Support 52

Customer Support Accountability Sales Marketing 52

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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

CSM Magazine

OCTOBER 14, 2021

The world of real estate is not for the faint of heart. Sure, there is a chance you’ll be among the lucky ones who get to win more than $1 million annually , but to get there, you need a lot more than just people skills. Real estate agents have one of the most dynamic and demanding jobs on the market. Plus, they live on commission (most of them, at least) and their earnings are directly influenced by the housing market and the state of the economy.

Real estate 52

Real estate Accountability Marketing Management 52

LiveVox

OCTOBER 14, 2021

Most Brands have figured out that they need to have good customer service if they are to survive in this market. Customers now have so many options to shop that it takes more than having a stellar product to keep their loyalty. It doesn’t take much to sour a customer’s experience, so it is important […]. The post CX Round-Up: Must Reads for Customer Service appeared first on Livevox.

Customer Service 52

Customer Service Marketing Customer Experience 52

CSM Magazine

OCTOBER 14, 2021

The success of any business is majorly dependent on the quality of customer service offered. On the same note, customer satisfaction has a huge impact on a company’s client retention rate. This is the reason why a company should always try to deliver excellent customer service at all times. The courier sector, in particular, has a lot of room for improvement when it comes to providing excellent customer service.

Customer Service 52

Customer Service Feedback 52

Call Experts

OCTOBER 14, 2021

Sometimes companies will execute employee time tracking by using a sign-in sheet when entering and leaving the workplace. Likewise, the conventional method of requesting time off, sick leave, or tardiness is by calling your supervisor, and the supervisor records the absence on a spreadsheet. . Does either of these situations sound like your company?

Management 52

Management Customer Service Technology Accountability 52

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

CSM Magazine

OCTOBER 14, 2021

Plagiarism is something everyone wants to avoid, but few manage to do it. Sometimes, plagiarism is intentional which may make others have a bad impression on you and your skills. But most of the time, plagiarism is not intentional and it happens because people do not organize and cite their sources accordingly. Presenting someone else’s ideas and words as your own is not ethical and moral, and especially university professors keep an eye on this.

Morale 52

Morale Advertising Technology Management 52

Edify

OCTOBER 14, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

Contact center software 80

Contact center software Contact Center Cloud contact 80

CSM Magazine

OCTOBER 14, 2021

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. These include team leaders, business development managers, trainers, and call centre agent positions. The recruitment drive follows the completion of a successful £1m innovative technology upgrade at the site.

Entertainment 52

Entertainment outsourcing Education Consulting 52

Brad Cleveland Blog

OCTOBER 14, 2021

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do. I agree. Get out there and see what’s happening firsthand. Make it a habit. Learn as much as you … The post 7 Ways to See Your Business from Your Customers’ Perspective first appeared on Brad Cleveland.

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Quality management Surveys Contact Center Call Center 32

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

Beyond Philosophy

OCTOBER 14, 2021

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari was balanced in his assessments of these moments, looking at them from different perspectives. More organizations should take this tack and listen to both sides of an issue when looking for new ideas in the organization. .

Advertising 195

Advertising Consulting Consulting Coaching 195

Brad Cleveland Blog

OCTOBER 14, 2021

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers … Continue reading → The post 7 Ways to See Your Business from Your Customers’ Perspective appeared first on Brad Cleveland.

Quality management 26

Quality management Surveys Contact Center Call Center 26

VirtualPBX

OCTOBER 14, 2021

Change is one of the few constants for businesses, teams, and customers everywhere. VirtualPBX has changed tremendously over our history, and the change has accelerated thanks to the demands of both our customers and team members. The biggest challenges in this environment are maintaining focus and coordinating efforts to deliver on our mission — to deliver excellent service where and how people need to get things done.

Morale 105

Morale Management 105