JustCall

OCTOBER 6, 2022

Bringing customers into the business is challenging, but retaining them is more demanding. . When engrossed in management or operational work, a business may forget to think about how its service impacts the end customer. Customers are indispensable for successful business outcomes, and your services help them decide to stay or walk away. The choice is vast, and customers are free to choose, but what about the company?

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Customer Service Feedback Personalization Technology 52

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?

Journey mapping 173

Journey mapping Customer emotions Customer effort B2C 173

Toister Performance Solutions

OCTOBER 6, 2022

Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center.

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Fonolo

OCTOBER 6, 2022

There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. But scheduling shifts becomes tough when absenteeism rises, leaving the agents who did show up to bear the brunt. Unplanned absences have a ripple effect that can impact everything from customer satisfaction to agent attrition to contact center KPIs—and that’s something you shouldn’t ignore.

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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.

Playvox

OCTOBER 6, 2022

Some people think live chat is the perfect customer service channel. If staffed properly, it’s instantaneous. A chat can be as short or long as the customer needs it to be. Customers can chat while they multitask at work or home. Agents can ask probing questions to discover the best way to help. The chat transcript provides a written record, so the customer doesn’t have to take notes during the chat.

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CafeX

OCTOBER 6, 2022

Incidents are an Increasing Threat to Retailers The number and total cost of incidents have increased over the past decade. Retail has been hit hard by these trends; It is estimated that in 2021, the average total cost of a data breach to a retailer was $3.27M. Yet, retailers that proactively respond through Incident Response solutions have been able to mitigate, and even avoid incidents.

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AWS Machine Learning

OCTOBER 6, 2022

Synamedia is a leading video technology provider addressing the needs for premium video service providers and direct-to-consumer (D2C) with a comprehensive solution portfolio. Synamedia solutions spread across several pillars such as video networks, TV platforms, advertisement and monetization, and content protection and piracy disruption. Synamedia partnered with AWS to use artificial intelligence (AI) to develop enhanced video search capabilities for long-form video.

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CafeX

OCTOBER 6, 2022

Organizations can mitigate incidents and accelerate time to resolution by taking these four steps. Breaches from the past year have made clear that current approaches to Cyber Incident Management need drastic reassessment. The average total cost of a breach rose by 10%, with lost business, compromised information, and time to resolution being central determinants to the severity of the breach.

Accountability 62

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aircall

OCTOBER 6, 2022

The office opening continues Aircall’s global expansion plans and reinforces its presence in Spain . The Madrid office will ensure Aircall is surrounding itself with the best talent, further developing its technology partner ecosystem and gaining a better understanding of regional customer needs. After its $120 million Series D funding round, recognition of its valuation as a $1 billion Unicorn company , Aircall, the connected business phone, announced reaching Centaur status with annual recurr

Marketing 62

Marketing SaaS Education CRM 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

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CafeX

OCTOBER 6, 2022

Incidents are an Increasing Threat to Retailers. The number and total cost of incidents have increased over the past decade. Retail has been hit hard by these trends; It is estimated that in 2021, the average total cost of a data breach to a retailer was $3.27M. . Yet, retailers that proactively respond through Incident Management solutions have been able to mitigate, and even avoid incidents.

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Management Accountability Technology Sales 62

aircall

OCTOBER 6, 2022

Since our founding in 2014, Aircall’s international customer and partner base has been growing at pace. Now, as our team spans four continents and serves 13,000+ customers in more than 90 countries, we’re growing our international presence by opening our very own office in the Spanish capital of Madrid. . Spain’s digitalisation adventure. Companies in the EMEA region currently account for 53% of Aircall’s customer base, and the expansion of our physical presence across the continent helps us bri

SaaS 62

SaaS Education Marketing Technology 62

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Good day – Guten tag – Buenos días – Bonne journée – Goededag – Buona giornata – There are more than 7,000 known languages spoken in the world today. So, it’s no surprise that language is a common barrier in both personal and business interactions. Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support.

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Virtual Agent Customer Service Engineering Self service 64

Jon Arnold

OCTOBER 6, 2022

Am a bit behind in posting this update. First Tuesday of the month is my usual publishing date. Both went live then, and am just getting a chance now to blog about it. The October issue of JAA Communications and Collaboration Review is out now, along with the latest Watch This Space podcast. Bulding on last month’s topic around quiet quitting, Chris and I took the flip side with quiet firing for this episode, along with our takes on the latest hybrid work challenges, and what Salesforce might ha

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Contact Center 59

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

Call Experts

OCTOBER 6, 2022

An HR team answering service can help HR professionals handle routine questions about employee management, development, and more. . These services can also help them identify common challenges and improve communication with their team. . This article will explain an HR team answering service and how it can help your business immediately. To run your company well and provide excellent employee support, you must invest in an HR team answering service.

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Answering services Analytics outsourcing Technology 52

LiveVox

OCTOBER 6, 2022

A customer service platform allows call center agents to communicate with customers, store customer data, provide business intelligence, and give customers quality support. The post 5 Customer Service Platform Features You May be Missing appeared first on LiveVox.

Customer Service 52

Customer Service Call Center 52

CSM Magazine

OCTOBER 6, 2022

EXL , a leading data analytics and digital operations and solutions company, today announced its recognition as a Leader in the 2022 Information Services Group (ISG) Provider Lens Power and Utilities Services and Solutions report. . Published by ISG, a leading global technology research and advisory firm, the report reveals the U.K. energy sector to be three to five years ahead of North America in adopting new technologies and regulation and shines a spotlight on the digital partners supporting

Analytics 52

Analytics Finance Healthcare Banking 52

Working Solutions

OCTOBER 6, 2022

In my role, the key to a successful client partnership is always the relationship. It takes time and consistent effort to develop thriving client connections. Customer issues can happen at any time. They need their partner to manage accordingly. Let’s discuss how to develop prosperous client relationships that deliver results – for the client and […].

CRM 52

CRM Management 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.

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Advantage Communications

OCTOBER 6, 2022

Selecting a vendor to work with when outsourcing your customer service program is a huge decision and entails a lot of research and consideration. A request for proposal (RFP) helps simplify the decision-making process.

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Call Center Customer Service outsourcing Contact Center 52

Hodusoft

OCTOBER 6, 2022

HoduSoft, a leading unified communications software maker, today announced that their Call & Contact Center Software, HoduCC has been ranked as the No. 1 Predictive Dialer Software in GetApp ’s Category Leader list, published by Gartner Digital Markets Report. HoduCC is an advanced, next-generation call & contact center software designed to help businesses improve their business communications and deliver a top-notch customer experience.

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JustCall

OCTOBER 6, 2022

?SaaS companies are in a race for growth. That’s why we see many SaaS businesses starting their business with just the right features: enough to make the product useful, but not too much – so they don’t scare away early adopters. However, as these businesses are scaling, they’re progressively adding more and more. An online customer support system is exemplary, but the onboarding experience must be top-notch.

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SaaS Customer Support Enterprise Analytics 52

CSM Magazine

OCTOBER 6, 2022

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. and continental Europe through the acquisition of 60K , a leading Bulgarian CXM company, and the establishment of its European headquarters in London. Rajesh Subramaniam, Global CEO of ResultsCX, said: “The U.K. and continental Europe are strategic markets for us.

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Entertainment outsourcing Telecommunications Education 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!

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The Petrova Experience

OCTOBER 6, 2022

Ever heard this line while working on an RFP? “I know your value, but I don’t know where to put you.” We hear it all the time. Why? Because, historically, customer experience design has been looked at as the last step, nice-to-have for transportation design-build projects. It’s not too hard to understand why. You cannot see and touch passenger experience the same way you can an elevator, a platform, or a bridge.

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Transportation Engineering Journey mapping Customer centricity 52

JustCall

OCTOBER 6, 2022

Are you worried about sales rivaling your competitors? Fighting your way to the top by using sales battle cards is one of the best ways to increase your sales pipeline and boost customer growth rates. What are sales battle cards? They are commonly used tools used during sales calls and proposals. They are also great ways to acquire new customers or increase the number of customers who make a larger investment in a product or service.

Sales 52

Sales B2B SaaS Education 52

Voiptime

OCTOBER 6, 2022

To start this article, let’s say the thing that no one wants to recognize - clients loathe using the interactive voice response system. Unexpectedly? We keep repeating that IVR is one of the self-service best practices, IVR helps the contact center agent to reduce the number of unnecessary requests, and IVR is loved and adored all around the globe. But this is also the truth, as one statement doesn’t deny another.

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JustCall

OCTOBER 6, 2022

How can you increase call center revenue? Call centers have been facing some challenges lately. There are a few factors that contribute to these challenges. One of the main reasons is that their clients’ expectations are higher than before. Customers expect quality, speed, and efficiency when they contact their customer support team or contact center.

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Call Center Chatbots Metrics Customer Support 52

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

Voiptime

OCTOBER 6, 2022

Some other call center experts call such guides as “how to avoid escalation calls”, but this is not a very precise definition just because you can’t fully avoid call escalation. Angry customers are an integral part of any call center, but the goal is to take control of the call center escalation and escalation management process. Handling escalated calls should be organized immediately then such calls happen.

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Call Center Construction Contact Center Technology 40

Helpware

OCTOBER 6, 2022

How Gaming Studios Can Measure Customer Engagement.

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Voiptime

OCTOBER 6, 2022

Call center terminologies are sometimes difficult to remember even for experienced and highly qualified managers. Another issue is that a great part of contact center terminology is transformed and generally used as call center abbreviations. How no to confuse in such conditions? As we understand how difficult it is to find some call center terminology on the Internet, and how much time it can consume, we have created this all-in-one glossary where all needed call center terminologies and call

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