Contact Center Pipeline

DECEMBER 9, 2020

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture in the organization’s customer service workforce, becoming the “MVP” of the customer care team. But IVAs aren’t content to rest on their laurels; increasingly, they are being directed to serve an […].

Enterprise 189

Enterprise Customer Care Customer Service Self service 189

ShepHyken

DECEMBER 9, 2020

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest. Customer commentary in the review—as in how much they are enjoying the product and how they are using the product—can push a potential customer to make the purchase.

Coaching 352

Coaching Surveys Customer Service 352

Myra Golden Media

DECEMBER 9, 2020

I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! My students learned how to nudge customers to accept their word as final with psychological word choice! Get your team enrolled in the next De-escalation Academy!

Customer Experience 177

Customer Experience 177

CX Global Media

DECEMBER 9, 2020

Kristyn Emenecker shares her experience and stories about this team member is your most important yet neglected team member. The post Improving Contact Center Team Performance appeared first on CX Global Media.

Contact Center 156

Contact Center 156

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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.

Virtual Live Labs

DECEMBER 9, 2020

Virtual shock is the tipping point when an employee in a virtual/work-at-home environment suddenly has a change in attitude and/or behavior. The employee usually can’t identify that moment, but it can come with a variety of feelings. It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization.

Personalization 130

Personalization Management 130

Virtual Live Labs

DECEMBER 9, 2020

Virtual shock is the tipping point when an employee in a virtual/work-at-home environment suddenly has a change in attitude and/or behavior. The employee usually can’t identify that moment, but it can come with a variety of feelings. It can be the lethargic feeling that their work is boring, or they may feel disconnected from their manager or organization.

Personalization 130

Personalization Management 130

CX Global Media

DECEMBER 9, 2020

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

Engineering 120

Engineering Customer Experience 120

TechSee

DECEMBER 9, 2020

Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights. As industries digitize, more and more manual or routine repetitive activities can be automated – a phenomenon known as Robotic Process Automation (RPA).

Contact Center 109

Contact Center Technical Support Metrics CRM 109

HelpCrunch

DECEMBER 9, 2020

Gone are the times when we were sitting in the libraries flicking through tons of books in search of information. Thank God, the world is spinning round and technology is making progress continually. Today, the [ … ]. The post 12 Inspirational Knowledge Base Examples Worth Following appeared first on HelpCrunch blog.

Technology 118

Technology 118

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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

Concentrix

DECEMBER 9, 2020

Best in Biz Awards Recognizes Concentrix for Most Innovative Service of the Year. The post Concentrix Marketing Solution Wins Gold! appeared first on Concentrix.

Marketing 118

Marketing 118

ChurnZero

DECEMBER 9, 2020

SaaStr Scale 2020 took place earlier this week online and brought together the best leaders from Sales, Marketing, Customer Success, and the top SaaS CEOs to share their secrets to $1B and beyond. There were interactive roundtables, keynote sessions, 1:1 networking and much more. No worries if you weren’t able to tune in live for the sessions, the recordings are now all available for you to watch online at your own convenience. .

SaaS 98

SaaS Sales Marketing 98

Influitive

DECEMBER 9, 2020

Earlier this year, I had the pleasure of presenting at CMX Summit 2020, where I explored the convergence of community and customer advocacy. Our 2020 State of Customer Marketing Report revealed that 44% of online community and advocacy programs are managed together and nearly one-third of respondents said they are considering merging or already in […].

Customer advocacy 98

Customer advocacy Marketing Management 98

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. You can see this is the case by taking a look at the Google search trends for “Customer Success” and “Customer Experience” over time. (Numbers represent search interest relative to the highest point on the chart for the given region and time period.

Consulting 98

Consulting Consulting Best practices Upselling 98

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

Advantage Communications

DECEMBER 9, 2020

We all know the benefits of a well-thought-out customer service program. By improving customer satisfaction, your business can improve brand loyalty, drive new revenue opportunities and build a positive brand reputation.

Customer Service 98

Customer Service 98

Ameyo

DECEMBER 9, 2020

2020 has set the stage for tremendous growth in the adoption of cloud contact centers for the years to come. In the changing times, contact centers are transitioning to a cloud contact center model that is agile, highly scalable & flexible, and cost-effective. The recent cloud contact center trends state that businesses can achieve more … Top 5 Cloud Contact Center Trends To Watch in 2021 Read More » The post Top 5 Cloud Contact Center Trends To Watch in 2021 appeared first on Ame

Cloud contact 98

Cloud contact Contact Center 98

Inbenta

DECEMBER 9, 2020

Knowledge Management definition. What is Knowledge Management? Knowledge Management is a framework that an organization puts in place to source, deploy, and maximize the value of its knowledge by developing tools and best practices enabling it to more effectively share, create, access and retain knowledge. What is a Knowledge Management System? As a consequence, a Knowledge Management System (KMS) usually refers to the technology that enables a business to gather, store, organize, retrieve and s

Management 95

Management Chatbots Engineering Self service 95

NICE inContact

DECEMBER 9, 2020

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. Stories of automating routine tasks and providing automated self-service options, while highlight how contact center focused on enhancing personal CX by allowing agents to do their best work will be a focal point for businesses.

Contact Center 80

Contact Center Self service Personalization Customer Service 80

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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

SharpenCX

DECEMBER 9, 2020

A company recently charged me for a duplicate purchase I didn’t make. I knew if I didn’t jump on a call with customer service right then and there, I’d likely forget (or procrastinate) until it was too late and I couldn’t get the charges removed. So, I dropped everything I was doing and dialed the number. Nevermind the load of laundry and the box of toys my 2-year-old was currently dumping on the floor. .

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

NICE inContact

DECEMBER 9, 2020

Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions. Most organizations (56.8%) in our Customer Engagement Transformation: 2020-21 Research Study already have decided to continue with a WFH strategy once the pandemic has passed. The reimagined, work-from-anywhere contact center has several benefits.

Contact Center 62

Contact Center Best practices Call Center Customer Experience 62

GetFeedback

DECEMBER 9, 2020

Everything you need to know about using microsurveys to improve your product and customer experience.

Customer Experience 78

Customer Experience 78

NobelBiz

DECEMBER 9, 2020

Steve Bederman was invited on Customer Support Leaders Podcast: Fireside with Steve Bederman, moderated by Charlotte Ward. Steve shares his insights about how can a contact center use technology to reach people at their own comfort level. The post Customer Support Leaders: Fireside with Steve Bederman appeared first on NobelBiz®.

Customer Support 52

Customer Support Contact Center Technology 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

FluentStream

DECEMBER 9, 2020

Ready or not, the holidays are officially here. For customers, it’s the most wonderful time of the year! Sales are around every corner. Stores get all dressed up in their best decorations. Christmas tunes replace the tired old pop music. Read More.

Sales 52

Sales 52

Maru Group

DECEMBER 9, 2020

How did you split the bill the last time you shared a meal with friends? Did you all pitch in cash? Did you get separate bills? Or, did you easily, like the many Americans who have embraced the convenience of peer-to-peer payment (P2P) services in recent years, open an app, type in an amount, and hit “Send”? The global P2P market has grown considerably over the past few years, with the United States now dominating usage.

Marketing 52

Marketing Accountability Personalization Management 52

FluentStream

DECEMBER 9, 2020

We all know that the holiday season is a stressful time, but it can also be the most distracting time for anyone trying to get work done. You’ll just be sitting at your desk, hands hovering over the keyboard, pretending. Read More.

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City Communications

DECEMBER 9, 2020

New Jobs Opening Soon It's a new year, and we have new opportunities opening up on our team. Click the button below to view and apply for any of the exciting positions we have available.

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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

FluentStream

DECEMBER 9, 2020

You’ve just had the most relaxing vacation of your life: The beach was pristine. The wind gently tousled your hair so you look amazing in every picture. The bartender nailed your favorite fruity drink and never forgot the little umbrella. Read More.

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52

Calltools

DECEMBER 9, 2020

For many people around the world, the holiday season means buying a lot of gifts for loved ones. Online shopping has been growing in popularity for years, but brick-and-mortar establishments still generate the most sales. During the 2019 holiday season, e-commerce retailers generated $135.35 billion. While that may sound like a lot of money, it only accounts for 13.2% of the season’s sales.

Call Center 52

Call Center Interactive Voice Response CRM Morale 52

FluentStream

DECEMBER 9, 2020

We all know the dream of a work-free vacation is just that… a dream. You can try to bury your head in the beach sand, but no matter how many miles away you get from the office, or how many. Read More.

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