Contact Center Pipeline
SEPTEMBER 14, 2021
Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.” The competition for contact center resources has never been greater; this puts contemporary frontline-focused organizations as the most likely to succeed in recruiting and retaining staff. You want to make sure that it is […].
ShepHyken
SEPTEMBER 14, 2021
The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.
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Fonolo
SEPTEMBER 14, 2021
Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business.
SharpenCX
SEPTEMBER 14, 2021
More than a third of hourly, customer service workers feel physically and emotionally drained after an average day’s work. And, with remote work, employees are working more than ever before. At this point, nearly 50% of American employees consider themselves workaholics. Add in new working conditions and shifting protocols, and it’s easy to see why employees are overwhelmed.
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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.
Outsource Consultants
SEPTEMBER 14, 2021
There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to it. But why would anyone worry about potentially high sales volume? It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
HelpCrunch
SEPTEMBER 14, 2021
Imagine, you are a soap seller with thousands of customers. If one of them switches to a competitor, you barely feel the difference. Oppositely, if you are offering an issue-tracking SaaS solution to 50 business [ … ]. The post B2B Customer Service: Definition & Best Practices appeared first on HelpCrunch blog.
DMG Consulting
SEPTEMBER 14, 2021
Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. Read this article on the publisher’s website. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship. Companies are beginning to rethink how they treat their employees, which is creating complications for many organizations in the short term but will likely drive positive (and overdue) changes that will be beneficial in the l
Nicereply
SEPTEMBER 14, 2021
If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members. As humans, we like to avoid pain. This is a survival mechanism that has kept us alive for many years. People without the instinct to avoid things that might hurt tend to die early in life. For example, the first caveman who ignored the teeth and tried to cuddle a saber tooth tiger didn’t survive to tell us about it.
Hodusoft
SEPTEMBER 14, 2021
HoduCC Named Best Telemarketing Software By Digital Dot com. Little did we know five years back, when HoduSoft started its journey that we will become part of the growth stories of the most enterprising companies in the world. The latest recognition comes from Digital.com. HoduSoft’s HoduCC omnichannel contact center software has been named as the best telemarketing software by the online review platform, Digital.com.
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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
NobelBiz
SEPTEMBER 14, 2021
With the advent of cloud-based solutions, companies and contact centers have been able to swiftly restart their operational flow in the context of remote work. As a result, contact center managers and owners are faced with new problems, such as keeping staff engaged and providing the best possible customer experience. So, how can contact centers increase agent effectiveness in such a situation?
ChurnZero
SEPTEMBER 14, 2021
When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .
Totango
SEPTEMBER 14, 2021
Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience.
Advantage Communications
SEPTEMBER 14, 2021
In Jamaica, Advantage Communications Inc. (ACI), employs around 2,000 people in three locations in over 50,000 square feet of high-tech workspace. During the pandemic, our number one priority has been to ensure the safety of our team and the seamless operations of our contact centers for our clients.
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.
delighted
SEPTEMBER 14, 2021
Having the right tools to make your customers happy – fast – is critical for all scaling organizations. Especially as companies around the world are recognizing and achieving the benefit of prioritizing the customer experience. ActiveCampaign is a powerful platform with a myriad of automation and CRM tools to help customize, organize, track, and report on all stages of the customer lifecycle – from marketing engagement to closing a customer deal and supporting them thereafter.
Nuance
SEPTEMBER 14, 2021
Over the last few years, we’ve witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud. Doing so enables enterprises to quickly increase agility, reduce costs, and focus on serving customers instead [.
Playvox
SEPTEMBER 14, 2021
Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.
ThriveableBiz
SEPTEMBER 14, 2021
Does this sound familiar in your small business? You’ve gathered your team to fix a problem. You outline the situation and ask for answers. But there’s a fundamental issue - you’re coming at it from a negative place. You have a problem, and that automatically means stress. Now I know that’s not your intention. But the more you look at it, you feel overwhelmed, not knowing where to jump.
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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.
Playvox
SEPTEMBER 14, 2021
Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks.
JivoChat
SEPTEMBER 14, 2021
Customer behavior has changed significantly over the years, nowadays, millions of people prefer buying online. Buying in the comfort of your home, just with a click, has seduced many and emerged as a great business opportunity that you can enjoy. There are several free ecommerce platforms that will help you start. Many people dream of having their own company or store and a free e-commerce platform can be the initial push you need.
TCN
SEPTEMBER 14, 2021
ST. GEORGE, UTAH – Sept. 14, 2021 – TCN, Inc., a global provider of a. The post TCN Continues Global Expansion, Celebrates ClearTouch’s Five Years Empowering Indian Businesses to Transform On-Premises Call Centers to Cloud-based Operations appeared first on TCN.
Influitive
SEPTEMBER 14, 2021
This article originally appeared in the Demand Gen Report’s 2021 State of Growth Marketing Report. — Growth Hacking (aka Growth Marketing) was coined in 2010 by Sean Ellis and further popularized in Andrew Chen’s 2013 blog post: Growth Hacker is the New VP Marketing. Today, any marketing executive not thinking about growth should be looking […].
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!
LiveVox
SEPTEMBER 14, 2021
These are the questions many call center managers ask themselves. But what if, instead, we asked: how do you improve the agent experience? After all, customer experience is dependent on how well agents can do their job. Here we explore a few tips to improve the agent experience. The onboarding process Contact center agent onboarding […]. The post Onboarding to Optimization: Tips to Improve Agent Experience appeared first on Livevox.
NICE inContact
SEPTEMBER 14, 2021
The rapid shift to remote working due to COVID-19 meant contact center operations needed to deploy solutions to let them seamlessly manage a remote workforce without losing efficiencies or negatively impacting customer experience (CX).
SmartKarrot
SEPTEMBER 14, 2021
Role: Director of Customer Success Location: Los Angeles, CA, US Organization: CreatorIQ As a Director of Customer Success, you will lead, mentor, and inspire a Customer Success team of direct reports in the LA office. Ensure that Customer Success Managers understand the customers’ objectives and are delivering on them. Build and maintain executive relationships with the strategic customers.
Inbenta
SEPTEMBER 14, 2021
If you’ve been away for the past few weeks or months—let’s say on holidays or on a spiritual retreat—you might have not heard about the Great Resignation yet. . It’s been all over the media and CEOs around the world are throwing up their hands. But what is really happening, and also, why? In this article: What is the Great Resignation? Reasons and Challenges of the Great Resignation.
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
SmartKarrot
SEPTEMBER 14, 2021
Buyer Intent Data tools help deliver a context when your customers are interfacing with a brand. In simpler words, buyer intent data tools research into the actual buyer journeys and delve into the signs of their purchase intents. With a right tool you can, personalize website experiences for your online readers, target companies better and prioritize your inbound links like better before.
CSM Magazine
SEPTEMBER 14, 2021
Even the smallest online businesses have email lists – if you don’t, then it’s time to get to work on creating one! Furthermore, it’s considered all but essential for online businesses as it’s an ongoing link between them as a company and their customers. So essentially, the rumors of email’s demise as a direct marketing tool are greatly exaggerated!
ThriveableBiz
SEPTEMBER 14, 2021
The single most important thing you can do in your business right now is. Connect. A lot of my work with small businesses involves understanding their market. And as part of that, I sign up to a variety of their competitors’ newsletters, which does make my inbox a challenge… but all in a good cause! What I notice the most, is that I’ve yet to see one that connects with me.
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