ShepHyken
SEPTEMBER 28, 2021
Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.
Contact Center Pipeline
SEPTEMBER 28, 2021
In appreciation… A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,” cruising up-and-down the east coast. And Susan had started her own business. In November of that year, […].
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OrecX
SEPTEMBER 28, 2021
You have two primary options for recording your customer conversations today - premise and cloud. Premise recording stores your recordings in-house on physical servers at your locations. Cloud recording stores your calls on the web on secure servers hosted by cloud providers. There are advantages to both, but we are going to focus on the many benefits of cloud recording.
Spearline
SEPTEMBER 28, 2021
Voice technology is changing the way humans engage with and interact with systems and processes. Businesses are rapidly getting on-board to gain competitive advantage but how to voice-bots perform where a phone call is not exactly high-quality? Learn about Spearline’s research into the relationship between telephone audio channel degradation and the success of voice-bot applications. .
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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
SEPTEMBER 28, 2021
Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. For many people, customer service is a key factor when deciding whether or not to do business with a company. In fact, Microsoft Dynamics 365 found that 90% of people consider customer service important in their choice of brands.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ChurnZero
SEPTEMBER 28, 2021
A Net Promoter Score (NPS) ® is a value your company can use to measure customer satisfaction. It’s popular because it’s simple to calculate, easy to understand, and paints a clear picture of how your company is doing with its customers. The NPS value, however, doesn’t mean much on its own. It’s important to have NPS benchmarks in mind so you can start making effective changes based on your score.
Concentrix
SEPTEMBER 28, 2021
Concentrix Reports Third Quarter 2021 Results, Raises Double-Digit Revenue Growth Expectations for the Full Year. The post Concentrix Third Quarter 2021 Results appeared first on Concentrix.
Comm100
SEPTEMBER 28, 2021
Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. In the first part of this series , we looked at why businesses can no longer afford to ignore digital transformation.
ConvergeOne
SEPTEMBER 28, 2021
Moreno Valley Unified School District (MVUSD) has developed a highly successful Cyber Academic Pathway program that was recently profiled in SynED’s Agents of Change: Cybersecurity Career Pathways in the Inland Empire. Donna Woods, a teacher at Canyon Springs High School, first developed the idea for the program five years ago. She partnered with Chris Lorenz of Valley View High School to create cybersecurity after-school clubs.
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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
Nuance
SEPTEMBER 28, 2021
Harvard professor Frances Frei defines leadership as “making others better as a result of our presence, and then the most enduring part of it, the sustainability, is having that last into our absence.” At Nuance, our leaders lead by example, create curiosity, and drive impact and outcomes – and that’s just what Kristian, Manager, Professional [.] The post The Secrets to Being a Great Manager appeared first on What’s next.
FluentStream
SEPTEMBER 28, 2021
If you run a small business, VoIP (Voice over Internet Protocol) phone systems are built to be your new best friend. There are plenty of reasons why — very little hardware investment, increased mobility, lower monthly costs — but one. Read More. The post 5 Best VoIP Phone Features for Small Businesses appeared first on FluentStream.
Nuance
SEPTEMBER 28, 2021
Harvard professor Frances Frei defines leadership as “making others better as a result of our presence, and then the most enduring part of it, the sustainability, is having that last into our absence.” At Nuance, our leaders lead by example, create curiosity, and drive impact and outcomes – and that’s just what Kristian, Manager, Professional [.] The post The Secrets to Being a Great Manager appeared first on What’s next.
Certified Languages International
SEPTEMBER 28, 2021
Source: Thiago Barletta on Unsplash. Listening beyond the hearing world. We live in a world designed by and for hearing people. It can be hard to fully grasp how many barriers exist for people who are deaf and hard of hearing (HOH). Even everyday tasks — like picking up a prescription or going to the bank — can be challenging when you can’t hear. The first step to providing effective communication for your deaf and HOH customers is to understand the different tools and services they use.
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.
FluentStream
SEPTEMBER 28, 2021
If you run a small business, VoIP (Voice over Internet Protocol) phone systems are built to be your new best friend. There are plenty of reasons why — very little hardware investment, increased mobility, lower monthly costs — but one. Read More. The post 5 Best VoIP Phone Features for Small Businesses appeared first on FluentStream.
ClientSuccess
SEPTEMBER 28, 2021
While the best parts of working with customers involve forging strong relationships and engagement strategies, there is one downside to the role: customer churn. As hard as you work, there will inevitably be customers who churn throughout your tenure as a CSM. . While some of the reasons customers churn aren’t directly related to your guidance or even the product itself, there are often small things CSMs can do every day to prevent customer churn in small yet impactful ways. .
Zappix
SEPTEMBER 28, 2021
The pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and customer service leaders are trying new and innovative ideas to keep pace with a rapidly changing contact center landscape.
CSM Magazine
SEPTEMBER 28, 2021
Exclusive research conducted in partnership with CGA ranks the most important pieces of information in the consumer journey and shares best practices for digital reputation management. An exclusive study by CGA , the world’s leading data, research and insight consultancy for the out of home leisure market, commissioned in partnership with Reputation , the global leader in reputation experience management (RXM), has found that digital reputation plays a central role in the customer journey
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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.
Certified Languages International
SEPTEMBER 28, 2021
Source: Thiago Barletta on Unsplash. Listening beyond the hearing world. We live in a world designed by and for hearing people. It can be hard to fully grasp how many barriers exist for people who are deaf and hard of hearing (HOH). Even everyday tasks — like picking up a prescription or going to the bank — can be challenging when you can’t hear. The first step to providing effective communication for your deaf and HOH customers is to understand the different tools and services they use.
CSM Magazine
SEPTEMBER 28, 2021
Customers want to feel like they are being heard. They want their concerns and questions addressed with care and understanding, not dismissed or ignored. This is why speaking your customers’ language is paramount in customer service. In this article, we will look at 8 reasons why it’s important to speak your customers’ language – from the importance of empathy to the benefits of a multilingual workforce.
Pointillist
SEPTEMBER 28, 2021
By Stephanie Ventura. According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers.
CSM Magazine
SEPTEMBER 28, 2021
After experiencing rapid growth around a decade ago, NRL team membership numbers have been holding steady over the past few years, with over 300,000 dedicated fans signing up to be a member of one of the 16 teams in the league each year. Of course, some clubs contribute a lot more towards this final number than others, so let’s take a look at the NRL teams with the most members. 1.
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!
Help Scout
SEPTEMBER 28, 2021
While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.
SmartKarrot
SEPTEMBER 28, 2021
Logically speaking your office timing may end at sharp 5PM, but for your customers, they might just be getting started. Your customers might spend their 10 to 5 at their respective jobs and will get time only after your business hours to get in touch with you. That is when you must know what should or should not be said in your after-hours customer support and service.
Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same.
delighted
SEPTEMBER 28, 2021
Post contribution by Caleb Elston, CEO and Co-founder of Delighted. In the early days of your company, you’ll have an important decision to make around how you will grow the business. You will have to ask yourself – will my business’s growth primarily come from selling to customers through a sales team or through paid advertising? Or, will my business’s growth come from building a product that is in its very nature designed to grow and attract customers (thus, reducing the need for sales teams a
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
ProProfs Blog
SEPTEMBER 28, 2021
What is the one thing that helps you survive, sustain, and succeed in the long run? . Goes without saying – It is your undying commitment towards customers! Since customers have the power to make your brand or jeopardize its image, it’s crucial for you to continually mold your offerings to their needs and build experiences that surpass their expectations. .
Playvox
SEPTEMBER 28, 2021
Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps?
SmartKarrot
SEPTEMBER 28, 2021
Role: Director, Customer Success (Remote) Location: Remote, United States Organization: Grafana Labs As a Director of Customer Success, you will set the overall vision and strategic plan for the Customer Success organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
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