Fonolo

MAY 25, 2021

Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. However, these plans are usually put on hold due to high call volume periods and unexpected crises. These peak periods in call volume can bring the voice channel to near breaking point. With customers clogging up the phone lines, your agents will be overwhelmed with increased customer frustration.

Contact Center 104

Contact Center Self service Interactive Voice Response Call Center 104

Callminer

MAY 25, 2021

Discover why Forrester Consulting examined the latest trends in customer intelligence.

Consulting 242

Consulting Consulting 242

Contact Center Pipeline

MAY 25, 2021

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to the emergency room annually for the treatment of injuries resulting from amusement park rides. What does this have to do with contact center agents, you ask? I think many would agree that working in the […]. The post Equipping the Enterprise for the AI-Powered Human Agent Era first appeared on Contact Center Pipeline Blog.

Enterprise 147

Enterprise Contact Center Call Center Technology 147

Integrity Solutions

MAY 25, 2021

To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations. The sales business went through rough waters (to put it mildly) in 2020, but now it’s time to get your sales plan ready and your team geared up to ride the coming wave.

Sales 125

Sales Consulting Consulting Marketing 125

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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.

Nicereply

MAY 25, 2021

By comparing your survey results to other companies, you add context to your scores. You might be looking at your latest survey results and wondering…. Are these good? How do we compare to our competitors? How are other companies in our industry performing when it comes to customer satisfaction? Should we be doing more? We’re here to help. Why is benchmarking important?

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

Spearline

MAY 25, 2021

Global Call Forwarding (GCF) was launched in 2007 with the goal of becoming an exclusive outlet for toll-free and local numbers. Founded in 1996, GCF’s parent company, United World Telecom (UWT), originally operated as a callback service provider. As their customer portfolio continued to quickly expand, GCF was created in 2007 as a distinctive brand dedicated to providing international toll-free and local numbers.

Telecommunications 98

Telecommunications Technical Support Healthcare Analytics 98

LiveVox

MAY 25, 2021

No matter what industry your contact center supports, it handles sensitive data regularly. Whether you are making payments or managing accounts, it is your responsibility to protect your customers’ data. While contact center security is serious business, it doesn’t have to be difficult to implement. Four pillars support a strong security system: policy, procedure, protection, […].

Contact Center 93

Contact Center Accountability Management 93

Spearline

MAY 25, 2021

Inbound voice service offerings are more intelligent than ever before. But what about quality? The global troublespots for voice calls. We looked at the results of test calls placed in each of the 49 countries selected for analysis and this report highlights the poorest and best performing countries for both connectivity and audio quality. So where are the global troublespots when it comes to calls that never reach their endpoint?

Telecommunications 96

Telecommunications Management 96

delighted

MAY 25, 2021

The key to building product roadmaps is through customer listening. As Delighted experts, we knew we had to practice what we preach and continuously gather real-time feedback from you, the customer, on what you wanted next for an integration refresh. That’s why we’re thrilled to announce our newest integration update inspired by customer requests: Salesforce V2.

Surveys 85

Surveys Accountability Feedback Sales 85

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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

Omnicus

MAY 25, 2021

Although most companies will claim that “your call is important” to them, bad planning and lack of resources create a situation where long waiting times become the norm. A norm turning most customers to look elsewhere to meet their needs. Don’t be the norm. It doesn’t always feel like my call is important Most of us have heard the phrase “your call is important to us” many times.

Wait times 72

Wait times Contact Center 72

pindrop

MAY 25, 2021

Cash sharing apps are increasing in popularity for sending and receiving money. As many as 29% of North American transactions originate from a digital wallet with an estimated 64 million mobile payment users in the US 1. With these apps, users can create a free account that will then allow them to instantly send or receive money from other users within the same app.

Banking 70

Banking voip Accountability Contact Center 70

NICE inContact

MAY 25, 2021

Today's contact center analytics can give leaders unprecedented insights into operations and identify if they're delivering the experiences customers expect and value. Artificial intelligence (AI) can take standard contact center data and transform it into actionable information about customer behavior, agent performance, and operational efficiency – key information that can’t be ignored for the modern contact center.

Contact Center 62

Contact Center Analytics 62

OctopusTech

MAY 25, 2021

It’s a fact that for B2B software industries securing a new client can be a difficult as well as a hectic task. Closing a deal needs marketing involvement, service demos, multiple calls through Customer Support Outsourcing , and approvals from multiple stakeholders in the companies that Outsource to India to go on and sign the contract. However, it’s just half the work done, and the proceeding step is Customer Onboarding successfully.

B2B 62

B2B outsourcing Customer Support Accountability 62

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

JustCall

MAY 25, 2021

Sales objections are a part of the sales process. But, the problem is, sales objections can pour cold water on even the most experienced reps' spirits. Prospecting isn't only about framing your sales pitch. You are likely to encounter objections from prospects and you need to have a plan of action for this. The only way agents can deal with sales objections is through planning and preparation.

Sales 66

Sales Education Scripts Accountability 66

ShepHyken

MAY 25, 2021

The Competitive Advantage of Amazing Customer Service. How to Out-service Your Competition. Shep Hyken interviews Hank Ebeling, founder of H4 Training. They discuss the value of selecting the right people to carry out your vision of service. Top Takeaways: People can steal your ideas or create the same products. What they can’t take away is the level of service and relationships you’ve built with your customers.

Coaching 69

Coaching Personalization Customer Service Customer Experience 69

Skybridge

MAY 25, 2021

How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. Keeping these two functions in their separate silos was never a good idea and, over the past several years, many brands have come to recognize that their contact centers are at t

Interactive Voice Response 52

Interactive Voice Response Contact Center Customer Care Customer retention 52

A Better Answer

MAY 25, 2021

It’s no secret customer service is important in any industry, but as the e-commerce space continues to grow, it’s even more important in this space to offer a stellar customer experience.

Customer Service 52

Customer Service Customer Experience 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

CustomerSuccessBox

MAY 25, 2021

Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. Probably not. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. And the reason is manifold- . Retaining a customer is way more profitable than acquiring new ones. . Loyal customers contribute to your revenue growth through Upsells, providing referrals, and advocacy.

Customer retention 52

Customer retention Metrics Upselling SaaS 52

Inbenta

MAY 25, 2021

Now that you have this idea in hand, what are you to do with it? How, then, to implement a knowledge management system? Do not worry, you are in the right place – we at Inbenta are here to give you insights on the processes and best practices and provide a knowledge management framework to follow. Framework of a knowledge management system that brings power.

Management 52

Management Chatbots Best practices Consulting 52

TCN

MAY 25, 2021

ST. GEORGE, Utah – May 25, 2021 – TCN, Inc., a global provider of a. The post TCN Launches Voices Analytics to Improve Agent Performance and Increase Efficiency of Contact Center Operations appeared first on TCN.

Analytics 52

Analytics Contact Center 52

NobelBiz

MAY 25, 2021

There are two major tech options for businesses in the contact center world: on the one hand, the cloud with software in SaaS mode. It is easy to set up and use, and the costs are transparent and well planned. In the other side, there is on-premise, which involves installing the software on a local server. It's not just the hosting that matters in the cloud vs. on-premises debate; it's also about the nuances of how app functions and how it blends with the internal strategy.

Cloud contact 40

Cloud contact Contact Center SaaS Technology 40

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

SmartKarrot

MAY 25, 2021

Role: Customer Success Director Location: Short Hills, NJ, US Organization: Dun & Bradstreet As a Customer Success Director, your primary focus will be to manage ongoing contractual relationships and the operational delivery of services to clients. This role serves as the primary point of responsibility and accountability for all services obligations.

Upselling 10

Upselling Accountability Coaching Best practices 10

Help Scout

MAY 25, 2021

When your business is small and you have a low volume of support requests, using a distribution list or shared Gmail or Outlook mailbox may be an effective way to handle customer service. After all, it’s simple — everyone knows how to use email — and it’s inexpensive. However, it’s important to remember that distribution lists and shared mailboxes aren’t built for customer service.

Finance 104

Finance Accountability Customer Support Analytics 104

SmartKarrot

MAY 25, 2021

The journey of the buyer or customer to use a product is referred to as buyer’s journey and customer journey. The buyer’s journey is similar to the customer’s journey. However, there are some key differences that set them apart. The buyer’s journey is the process buyers go through to evaluate, learn, and purchase a new service or product. Sometimes the efforts for both are confused and interchanges.

SaaS 10

SaaS Brand ambassadors Education Customer retention 10

kommunicate

MAY 25, 2021

Flutter is Google’s new open-source technology for creating native Android and iOS apps with a single codebase. Since it has ready-made and custom widgets, it’s easy to build the UI. Flutter has many advantages so the flutter apps implementation will be common. Integrating the IBM Watson on the flutter app will be more beneficial and [.]. The post Integrate IBM Watson chatbot with Flutter App using Kommunicate appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Technology 98

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

ConvergeOne

MAY 25, 2021

Since the shift from the concept of traditional IT to the public cloud, there have been many new security services and cloud-native tools being implemented across all vertical industries to protect and govern the customer cloud environment. Cloud computing is evolving at an ever-increasing rate of change, but regulations and technology have not been keeping the same pace.

Government 52

Government Accountability Analytics Technology 52

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. While customer success departments have grown to encompass most responsibilities associated with implementing and driving customer success daily, every department can contribute to customer satisfaction in some way.

Upselling 52

Upselling SaaS Accountability Coaching 52

ConvergeOne

MAY 25, 2021

Since the shift from the concept of traditional IT to the public cloud, there have been many new security services and cloud-native tools being implemented across all vertical industries to protect and govern the customer cloud environment. Cloud computing is evolving at an ever-increasing rate of change, but regulations and technology have not been keeping the same pace.

Government 52

Government Accountability Analytics Technology 52