ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.

Customer Service 330

Customer Service Personalization Sales Management 330

CCNG

JUNE 22, 2022

Let’s make 2022 the year of Location Inclusion. What is location inclusion? To me, Location Inclusion means making sure everyone is valued, regardless of where they live and work. It is about creating a foundation where everyone in your organization feels like they belong and is included in activities no matter where they are located. It means creating equal access to information & people, equal access to roles & responsibilities regardless of time zone or zip code.

CCNG 195

CCNG 195

Solvvy

JUNE 22, 2022

You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. But the relevance of that answer can vary depending on the type of technology that powers the solution.

Chatbots 119

Chatbots Banking Self service Finance 119

AWS Machine Learning

JUNE 22, 2022

According to Gartner , hyperautomation is the number one trend in 2022 and will continue advancing in future. One of the main barriers to hyperautomation is in areas where we’re still struggling to reduce human involvement. Intelligent systems have a hard time matching human visual recognition abilities, despite great advancements in deep learning in computer vision.

Scripts 80

Scripts Accountability Metrics Personalization 80

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BlueOcean

JUNE 22, 2022

Just a few short years ago (say, 2014 or 2015) when it came to technology, outsourcers were happily touting the cost benefits of their telephony platforms and on-prem systems, showing prospective clients how, instead of having to invest in and maintain their own IT infrastructure, it was a real value add to the client to be hosted on their partner’s telephony platform.

Contact Center 62

Contact Center Technology outsourcing contact center solutions 62

Concentrix

JUNE 22, 2022

Your patients need empathy and your staff need tools to increase efficiency. The solution – AI powered technology. The post Reimagine Patient Experience with AI appeared first on Concentrix.

Technology 62

Technology 62

Quiq

JUNE 22, 2022

Share This Story One of the most impactful—and often overlooked—tools in customer service is Google Business Messages. Google business messaging gives your company the power to take care of customers on their terms. The result: You foster greater trust and close more sales. Before we dig into the benefits of using Google Business Messages, let’s back up and review how it works.

Sales 56

Sales APIs Best practices Analytics 56

Concentrix

JUNE 22, 2022

Concentrix CX Accelerate is a rapid 8-12 weeks consulting engagement that investigates targeted areas of your CX strategy and delivers actionable insights with a prioritized roadmap for rapid impact. The post CX Accelerate appeared first on Concentrix.

Consulting 62

Consulting Consulting 62

ClientSuccess

JUNE 22, 2022

As any CSM has been told – and has realized – many times, no two customer experiences are the same. Every customer has unique goals and is looking to a vendor organization to help solve a problem or two. Surely, however, there must be something that binds customers together and creates a bridge between accounts that CSMs can use to develop large-scale strategies for success, right?

Benchmark 52

Benchmark Customer retention Accountability Customer Experience 52

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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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Working Solutions

JUNE 22, 2022

Business needs change rapidly in this modern world and adapting to necessary transformation doesn’t have to be challenging. If your customer service volume has dramatically increased and it’s time to rethink how you support your customer experience, developing a virtual call center might be the answer. So, if that sounds interesting, how do you go […].

virtual call center 52

virtual call center Call Center Customer Experience Customer Service 52

LiveVox

JUNE 22, 2022

Every year, companies lose $75 billion in revenue due to poor customer service. Lack of structure and communication in an organization is usually the culprit. Optimizing a work environment such as a contact center by monitoring performance can ensure that customers are always taken care of. There are several different areas to consider when devising […].

Call Center 52

Call Center Analytics Contact Center Customer Service 52

Quadient

JUNE 22, 2022

IDC MarketScape Cloud CCM 2022 Highlights Quadient’s Broad Portfolio. Marissa Feigen. Wed, 06/22/2022 - 16:53. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Consumers expect frictionless experiences that are timely and relevant, yet many organizations struggle to meet this standard, especially in an omni-channel world of increasingly diverse channel preferences. .

SaaS 52

SaaS Enterprise Finance outsourcing 52

Education Services Group

JUNE 22, 2022

Speaker: Joanel Bernardo, VP of Customer Success at Sunstone Partners. In this month’s Customer Success Unlocked webinar, Joanel Bernardo joined Marley Wagner and Peter Armaly to share her insights and advice for leaders who sit at the apex of Customer Success and Private Equity. . Check out the thoughtful questions from our audience below, along with Joanel’s insightful responses. .

Engineering 52

Engineering Personalization Best practices Customer retention 52

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

Hodusoft

JUNE 22, 2022

An Ultimate Guide to Choosing the Best Business Phone System. Having the right business phone system is crucial for any business. Whether you have one employee working from home or a team of 20 employees in an office, having the right phone system can make a big difference in how smoothly your company operates. A business phone system will not only help your employees communicate more effectively and efficiently, but it can also save you time and money by reducing unnecessary costs, streamlining

voip 52

voip Consulting Consulting Management 52

LiveVox

JUNE 22, 2022

The telecommunication industry has always been on the cusp of change and 2022 has been a year that’s amplified that position. It is ever-evolving just as every aspect of the way humans communicate is. Our language, the medium we use to convey a message, our speaking style, even body language is ever-changing. The top challenges in […]. The post Challenges in the Telecom Industry (Updated for 2022) – New Services, Big Data, & Industry Knowledge appeared first on Livevox.

Big data 52

Big data Telecommunications 52

Babelforce

JUNE 22, 2022

In this post: What is the pacing ratio? How do contact centers use the pacing ratio? How do contact centers benefit from the pacing ratio? Automated outbound calling software is often used in outbound contact centers to improve the outbound calling process. This not only boosts overall productivity but also increases connection rates and subsequently leads to a better customer service experience as well.

Abandon rate 52

Abandon rate Contact Center Call Center Wait times 52

Quality Contact Solutions

JUNE 22, 2022

By Megan Hottman, Operations Manager and Brand Evangelist. plays a vital role in the success and growth of companies. With the influx of technology, the mediums in which businesses communicate with customers varies. From text, to email, to targeted online ads, to mail, to radio, to instant messaging…. such an abundance of choices! While current marketing practices tend to leverage the most successful trends, outbound telemarketing isn’t new.

Telemarketing 52

Telemarketing Marketing Technology 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.

Self service

Knowmax

JUNE 22, 2022

The post 4 Ways To Overcome Call Center Agent Burnout With KM appeared first on Knowmax.

Agent burnout 52

Agent burnout Call Center 52

SmartKarrot

JUNE 22, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Drive customer outcomes by increasing renewals, reducing churn, driving up-sell and identifying opportunities for cross-sell. Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT).

Technical Support 19

Technical Support Accountability Coaching Sales 19

Ansafone

JUNE 22, 2022

When you make an urgent or time-sensitive phone call to a business or organization, you expect a speedy and professional response. That’s true with everyone! The last thing anyone wants is to be greeted by an automation that reroutes them over and over. That monotone machine voice can surely send customers into immediate frustration when their needs are left unmet after minutes and minutes on the phone line.

Scripts 62

Scripts Contact Center Call Center Customer Care 62

SmartKarrot

JUNE 22, 2022

Back in 2013, it was quite rare to hear terms like billion-dollar valuation, unicorn valuation, or unicorn startup. Today, as the startup ecosystem gains traction, these terms are often heard. Startups, especially SaaS startups, aim at achieving unicorn status. In fact, becoming a unicorn is a priority for many. Take the example of Grammarly, Pinterest, Snapchat, and Uber; they have all been startups that grew into unicorns.

B2B 11

B2B SaaS B2C Marketing 11

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!

Feedback

OrecX

JUNE 22, 2022

For years, companies have been recording customer calls for quality assurance, compliance and risk mitigation. For those purposes, standard call recording solutions work fine. But, when you want to start analyzing your calls for customer insight like buying patterns, traditional call recording solutions don't always serve you the best. For call analysis, you require certain elements in a call recording system that not all recorders have.

APIs 71

APIs CRM Analytics Personalization 71