LiveVox

MAY 31, 2022

The post Redefining the Contact Center Experience with Knowledge Management appeared first on Livevox.

Contact Center 52

Contact Center Management 52

ShepHyken

MAY 31, 2022

Building the Most Customer Obsessed Company On the Planet. There Is No Such Thing as Over-communicating With Your Customers. Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home , one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain issues and other problems, and more.

Customer Service 167

Customer Service Management Customer Experience 167

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. They also merit increasing employee engagement initiatives. *COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 are the latest updates.?.

Best practices 102

Best practices Customer Experience outsourcing Consulting 102

ConvergeOne

MAY 31, 2022

A privately held bank, First Premier Bank is the twelfth largest issuer of credit cards in the United States. After starting small and growing as an organization and IT department, the bank reached a level where its internal level of expertise and resource availability were no longer where they needed to be. The bank sought a partner with deep knowledge and experience to accommodate its growth requirements.

Banking 95

Banking Technology 95

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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.

Call Design

MAY 31, 2022

Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group. Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. TSA Group considers themselves an extension of their partners’ businesses, helping them connect with their customers through the end-to-end provision of care, acquisition, sales, back office and collections services.

Management 78

Management Finance Enterprise outsourcing 78

Totango

MAY 31, 2022

Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met. However, a quarterly meeting is often not enough to ensure that your customers are finding value in your product and are on track to achieve their strategic goals, or to alert you to any issues or changes that might need to be immediately addressed.

Accountability 83

Accountability Enterprise Metrics Management 83

Helpware

MAY 31, 2022

A study of customer support trends shows that enhancing the overall experience is a key business differentiating factor. Companies realize that it's no longer enough to offer the best service or product. Customers’ feelings about their overall interactions with the company may be more important.

Customer Support 76

Customer Support Customer Experience 76

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy Rate is one of those terms a new employee may be unfamiliar with, and it’s important.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Ansafone

MAY 31, 2022

In today’s world, we can expect technology to be ever-changing as processes continue to evolve over time. It’s important for businesses to stay up-to-date with emerging technologies in order to be a key player in its industry. Staying ahead of the curve means understanding what can digitally be maneuvered to better serve customers. The “best way” to deliver services may not always remain the same.

Technology 62

Technology Customer Experience Contact Center Call Center 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

Surveys

aircall

MAY 31, 2022

In May 2022, Aircall commissioned global market research company Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential financial impacts of switching to Aircall’s cloud-based phone system. After conducting customer interviews and building a composite organization, Forrester found that companies experienced a combined ROI of 373% over three years due to increased productivity, time and cost savings, integrations, and more. . “We believe the study h

Consulting 62

Consulting Consulting Surveys Marketing 62

Jon Arnold

MAY 31, 2022

Not much writing during May - but was plenty busy otherwise with webinars, video interviews and online presentations. In fact, only one public post this month, but it’s the most in-depth analysis I’ve done in article form in a while, and if you’re following the healthcare space, I think you’ll find it a good read. Otherwise, May was very go-go, and all of that will be covered in my June newsletter, which goes out to subscribers tomorrow.

Healthcare 59

Healthcare Marketing 59

Advantage Communications

MAY 31, 2022

We talk a lot about customer service and customer experience in our line of work. But what you may not know is that customer service and customer experience are not the same thing, even though they’re often used interchangeably.

Customer Experience 59

Customer Experience Customer Service Contact Center 59

LiveVox

MAY 31, 2022

The post Insights for Retail Contact Centers: How to Crawl, Walk, Run with AI appeared first on Livevox.

Contact Center 75

Contact Center 75

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

Russel Lolacher

MAY 31, 2022

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52

52

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. They also merit increasing employee engagement initiatives. *COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 are the latest updates.?.

Best practices 52

Best practices outsourcing Consulting Consulting 52

Russel Lolacher

MAY 31, 2022

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Marketing 52

Marketing 52

Balto

MAY 31, 2022

Share on Twitter. Share on Facebook. Share on LinkedIn. As contact centers incorporate new technology and practices to keep up with shifting industry trends and competitors, call scripts remain one of the most widely used tools in the industry. So how useful is the classic script for agents alongside a shift to a remote or hybrid work environment? Considering that remote agents are more isolated from their coworkers and managers, how does their script usage and the benefits they garner from scri

Scripts 52

Scripts Personalization Contact Center Morale 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

Russel Lolacher

MAY 31, 2022

Lorem ipsum dolor sit amet, cibo mundi ea duo, vim exerci phaedrum. There are many variations of passages of Lorem Ipsum available, but the majority have alteration in some injected or words which don’t look even slightly believable. If you are going to use a passage of Lorem Ipsum, you need to be sure there isn’t anything embarrang hidden in the middle of text.

Marketing 52

Marketing 52

CSM Magazine

MAY 31, 2022

The events industry was one of the most affected business segments during the last two years. After all, the pandemic wasn’t exactly the most prolific time for people to socialize face-to-face. However, as the restrictions went away and people could finally reunite, life became busier for the event planners who managed to stay active. We saw the return of live events, but there are also lots of virtual events since they are quite convenient, especially in a formal setting.

Personalization 52

Personalization Management Customer Service Customer Experience 52

CustomerSuccessBox

MAY 31, 2022

Isn’t the term Customer Success Manager (CSM) self-explanatory? Upon giving slightly deeper thought, the first thing’s in mind, is that it’s certainly a role with a lot of responsibilities. The second thought tells me, that customer health and value are the two major key aspects they care about that no other role explicitly works on.

Management 52

Management Sales Upselling SaaS 52

CSM Magazine

MAY 31, 2022

When employees are empowered, they have the authority to make decisions—to bend and break the rules—on the spot to take care of a customer. Most executives and managers, however, are afraid to empower their employees. They don’t trust employees—and they don’t trust customers. They think employees will “give away the store,” and they think customers will take advantage of employees who are empowered.

Sales 52

Sales Customer Service Marketing Management 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!

Feedback

NobelBiz

MAY 31, 2022

The adaptability of CCaaS technology enables businesses to quickly adjust to industry demands and operations. Regardless of the type of business or service given, it will provide an outstanding client experience and achieve excellent agent productivity. Learn how Cloud Based Contact Center Solutions Like CCaaS boost flexibility and agent productivity.

contact center solutions 52

contact center solutions Contact Center Technology Contact center software 52

Knowmax

MAY 31, 2022

The post Interactive Troubleshooting Guides For Customer Service: A Complete Guide appeared first on Knowmax.

Customer Service 52

Customer Service Customer Support 52

Kapta Customer Success

MAY 31, 2022

Account management leaders may be tired of hearing about it, but you can't manage what you don't measure. A quarterly business review is a time-tested — and successful — strategy for keeping accounts on your radar and ensuring all of your customers feel supported.

Accountability 21

Accountability Management 21

SmartKarrot

MAY 31, 2022

Role: VP, Customer Success (Remote) Location: Remote, Chicago, IL, US Organization: Sales Talent Agency, Inc. As a VP of Customer Success, you will be responsible for driving success outcomes across the entire customer journey; including implementation, support, operations, and renewals. Sets the strategy and prioritizes Objectives and Key Results, while leading the Customer Success teams.

Advertising 3

Advertising Education Accountability Upselling 3

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

SmartKarrot

MAY 31, 2022

Since the global pandemic hit the world in late 2019, people have changed their approach toward several things. In this light, virtual events – conducting events on digital mediums – became quite common. For businesses, virtual events serve as a way to conduct business and reach out to audiences. Additionally, virtual events also helped businesses reach out to global audiences.

B2B 10

B2B Entertainment Education Scripts 10