Global Response

MARCH 20, 2023

Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in calls presents less of a strain on internal resources customer satisfaction typically increases customers feel that their time is valued However, re

Average Handle Time 62

Average Handle Time Call Center Scripts Self service 62

Callminer

MARCH 20, 2023

Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more.

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Steve DiGioia

MARCH 20, 2023

“So, you’re telling me that THIS customer is more important than all the rest?” And that I should give them preference over everyone else that walks in the door?” Read 3 Reasons Why Successful Teams Earn Your Trust. “But they’re a VIP” , she kept on saying. Now she’s starting to annoy me… I was having a conversation with a few of my old hotel friends and we were discussing some of the silly things that have happened to us over the years.

Customer Service 164

Customer Service Sales Management 164

Cisco - Contact Center

MARCH 20, 2023

EXPOSURE: The Information We Divulge On A Public Wireless Network Register now for your free tour at the RSA Conference Security Operations Center (SOC), where engineers are monitoring all traffic on… Read more on Cisco Blogs

Wireless 98

Wireless Engineering Analytics 98

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

contact center associations

Russel Lolacher

MARCH 20, 2023

In this episode of Relationships at Work, host Russel Lolacher chats with speaker and psychologist Dr. Lauren Appio on creating and fostering a consent culture in the workplace to give employees agency and choice. A few reasons why she is awesome — she is an executive coach, speaker and licensed psychologist providing psychotherapy, career coaching and organizational consulting for more than a decade.

Coaching 98

Coaching Personalization Employee engagement Consulting 98

Cisco - Contact Center

MARCH 20, 2023

Retailers have been under pressure as inflation, supply chain problems, and recession threatens consumer spending, impacting their bottom line.

Sales 98

Sales Technology 98

JivoChat

MARCH 20, 2023

Do you know how to lock your Facebook profile? That’s a very useful feature for Facebook users who are worried about keeping their privacy without having to stop posting on this social media platform. When you have a public Facebook profile, everyone can see the posts, photos, videos, and stories you share. With that in mind, some people feel discouraged to be more active on Facebook, and publish few posts as a consequence of it.

Accountability 75

Accountability Management Engineering Personalization 75

Cisco - Contact Center

MARCH 20, 2023

The Transformational Tech series highlights Cisco’s nonprofit partners that use technology to help transform the lives of individuals and communities.

Technology 94

Technology 94

Interactions

MARCH 20, 2023

In his 1982 bestselling book Megatrends: Ten New Directions Transforming Our Lives , futurist John Naisbitt forecasted that a high-tech world would demand a high-touch balance. In other words, as technology becomes more advanced and prevalent, there is an increasing need for personal human interaction. Forty years later, with startling advancements in autonomous technology in many industries, Naisbitt’s prognosis is still valid.

Customer Service 62

Customer Service Customer Experience Customer Care Technology 62

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

Government

Cisco - Contact Center

MARCH 20, 2023

In March 2022, the Cyber Incident Reporting for Critical Infrastructure Act (CIRCIA) was enacted in the U.S.

Government 98

Government 98

Tethr

MARCH 20, 2023

Before your outsource or cut hours, try these proven tactics to reduce contact center expenses that actually improve customer satisfaction.

Contact Center 62

Contact Center outsourcing 62

Cisco - Contact Center

MARCH 20, 2023

At Cisco, partnerships are at the heart of everything that we do.

Management 98

Management Sales 98

Concentrix

MARCH 20, 2023

Decode your financial services VOC program by identifying and prioritizing what customer pain points are most important to your business.

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62

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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

Contact Center

Method:CRM

MARCH 20, 2023

Customer portal solutions are becoming more and more popular as technology continues to evolve. Business owners are beginning to realize how effective customer portals are at saving time and money. Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. But what exactly is a customer web portal, and how does it work?

CRM 52

CRM Customer Service Self service Customer Experience 52

Anexa BPO

MARCH 20, 2023

In today’s digital age, customer service continues to shape the emerging business model and define success – particularly for B2B organizations, (and for good reason). While successfully meeting the needs of individual customers (B2C) can be an art form unto itself, servicing B2B customers tends to raise the stakes. This type of service is inherently more complicated to execute, as it involves groups of people and teams that operate out of various departments.

Customer Service 52

Customer Service B2B B2C outsourcing 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. Yet at the business table, it is an important question to ask. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai.

Accountability 52

Accountability Sales Management Surveys 52

Method:CRM

MARCH 20, 2023

Customer portal solutions are becoming more and more popular as technology continues to evolve. Business owners are beginning to realize how effective customer portals are at saving time and money. Indeed, customer portal solutions streamline customer-facing workflows and automate your support services. But what exactly is a customer web portal, and how does it work?

CRM 52

CRM Customer Service Self service Customer Experience 52

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

Spearline

MARCH 20, 2023

Round-trip time is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses with customers because it directly relates to the service quality experienced by users. Round-trip time can be impacted by a range of design decisions, especially concerning network topology.

Metrics 52

Metrics Contact Center Transportation Management 52

Select VoiceCom Blog

MARCH 20, 2023

Many confuse business resilience and business continuity. Read here to clarify their differences and learn why you actually need both to succeed. The post A Closer Look into Business Resilience vs. Business Continuity appeared first on Select VoiceCom.

Call Center 52

Call Center Management 52

Balto

MARCH 20, 2023

If you’ve spent time in a contact center, you’re probably already familiar with the work that happens once agents hang up the phone: After-Call Work. While necessary, it’s often tedious and time-consuming. While there are several ways you can reduce the amount of time agents need to spend on after-call work, there’s only one surefire way to (almost) eliminate the work completely: automate it.

Contact Center 52

Contact Center CRM Sales Accountability 52

Vistio

MARCH 20, 2023

The technology you buy for your contact center directly impacts your business outcomes, agent success, and customer satisfaction. But with so many tools out there, which are the right ones for your business? It can be difficult to find the technology you need to create a comprehensive and integrated system your agents can easily navigate. But workflow software can help.

Contact Center 52

Contact Center First call resolution Self service Technology 52

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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

Contact Center

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. Yet at the business table, it is an important question to ask. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. The study is based on an annual survey we conducted in collaboration with ESG and sponsored by Higher Logic Vanilla and involve.ai.

Accountability 52

Accountability Sales Management Surveys 52

Vistio

MARCH 20, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                         In today’s episode we are joined again by Dave Seaton to discuss the topic of empathy and how it can be used to improve CX interactions. It’s very important to make sure that your customer feels heard in their emotions, so we will be diving into what empathy in CX looks like, as well as how to show empathy in CX. [3:13- 5:02] There are 3 types of empathy.

Customer Service 52

Customer Service Customer Experience 52

CSM Magazine

MARCH 20, 2023

Marketing students need to comprehend all aspects of the discipline. They must learn proven advertising techniques used by the world’s largest businesses. Reading college textbooks or using an assignment writing service only takes them so far. Students need real examples besides theoretical knowledge. Marketing books can answer these demands with hard facts.

Marketing 52

Marketing Advertising Big data Technology 52

Concentrix

MARCH 20, 2023

We are pleased to be named a Strong Performer in the Forrester Wave™: Customer Feedback Management, Q1 2023.

Feedback 54

Feedback Management 54

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Customer centricity

CSM Magazine

MARCH 20, 2023

Why are assignment writing service options so popular? Everybody knows that life is difficult for students. Moreover, the results of student surveys have become quite disturbing over the past few years. The thing is that more than 60 percent of students look for counseling for depression, anxiety, and other mental health issues. Even though stress is not the only problem students face, it is one of the most significant factors that develop disorders.

Chatbots 52

Chatbots Surveys 52

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Best Practices for Creating a Compelling Customer Experience by G. Tomas M. Hult (Harvard Business Review) How can a company best create a compelling customer experience?

Customer Service 31

Customer Service Journey mapping Agent burnout Customer Experience 31

CSM Magazine

MARCH 20, 2023

As with many areas of business, the gambling industry – once very visible on our high streets – has now moved largely online. There are still real-life, bricks and mortar bookies to be found in every town and city. But the vast majority of customers operate wholly online these days. With that move online, even the top sports betting sites have to offer good support.

Customer Service 52

Customer Service Accountability Personalization Marketing 52