Contact Center Pipeline
APRIL 6, 2023
The idiom “in demand” is defined as “greatly sought after, designed, or required by many people. Sometimes it is used with the modifier “high” before or in the middle of the phrase. I don’t know about you, but I am very happy to use “in high demand” when it comes to Contact Center agents!
Myra Golden Media
APRIL 6, 2023
Breaking bad news is one of the most challenging aspects of customer service. It’s always challenging to tell a customer that their product is out of stock, their order is delayed, or their service is canceled. However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective.
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Cisco - Contact Center
APRIL 6, 2023
How Cisco Secure Endpoint can protect you now and into the future As the way the world works continues to shift, we are driving towards the delivery of the Cisco Security Cloud.
Totango
APRIL 6, 2023
It’s no secret that businesses have been hit hard in 2023. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts.
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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.
Cisco - Contact Center
APRIL 6, 2023
If you’re looking to provide your employees with unhindered access to your wireless network, a wireless access point is a must. But we implore you. DO NOT buy a wireless access point – yet.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
APRIL 6, 2023
Ask anyone who’s attended Cisco Live, and you’re sure to hear it’s a great place to learn about the latest technologies, best practices, and industry trends.
TeleDirect
APRIL 6, 2023
Discover the difference between multichannel and omnichannel contact center services. Learn how businesses can use each approach to engage with customers across channels and improve customer satisfaction. Multichannel vs. Omnichannel Contact Center: What Is the Difference? As the world changes and technology advances, there are increasingly exciting opportunities for bigger, more immersive marketing campaigns.
Cisco - Contact Center
APRIL 6, 2023
Cisco’s commitment to innovation usually keeps us focused on what’s ahead for industrial networking. New digitization opportunities. New sustainability imperatives.
TeleDirect
APRIL 6, 2023
Learn how to provide great customer service in hospitals and healthcare with our guide. Discover the importance of great customer service and how it can improve healthcare outcomes. Importance of Great Customer Service in Healthcare and How to Provide It If you are a healthcare worker, you are already aware of the impact communication has on your patients and their loved ones.
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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
Cisco - Contact Center
APRIL 6, 2023
It is now the fourth time in a row that I had the chance to be part of the Cisco NOC team for Cisco Live EMEA.
Jon Arnold
APRIL 6, 2023
Another week, another event, but I’ll be home now for the rest of April. This was my first time attending an Extreme Networks event, and this was their first one just for “influencers”, which includes analysts, consultants and media. To varying degrees, each of these groups are influencers, but that topic is best left for another time. Just have a short window at the airport now until my flight goes, so this will be quick.
Maru Group
APRIL 6, 2023
By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 The Marketing Department has been spending money on your brand’s new campaign and sales are up, but your brand tracking metrics are not significantly improving. Or even worse, trending in the opposite direction vs. sales. While your tracking program is one of the biggest line items in your budget, it hasn’t helped drive effective brand decision-making in years.
Concentrix
APRIL 6, 2023
Learn about how we helped a wholesale membership retail store create a new vision of membership that includes retail rather than requires it.
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.
Playvox
APRIL 6, 2023
Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. With real-time information, you can make crucial intraday adjustments that improve your efficiency and your customer experience. There are several roles within the workforce management space, and each one is important in its own way.
Netomi
APRIL 6, 2023
Even Fintech companies are not immune to financial crises. In the last few weeks, we’ve seen banking systems collapse with yet another rise in interest rates by the Fed. Global financial regulators agree that the banking system is secure, healthy and flowing with cash. However, while that may be so, all that borrowing and decrease in consumer confidence shows just how much strain is on the financial system – and fintech customer experiences.
JustCall
APRIL 6, 2023
Customers in 2023 expect a lot from the brands in the market. Regardless of the brand’s niche, a customer’s primary expectation is a seamless experience, regardless of which device they use or which medium they reach out to the brand and its offerings. This is where an omnichannel marketing strategy comes into play. At this point, “omnichannel” is more than just a buzzword in the marketing world.
Working Solutions
APRIL 6, 2023
Did you know that effective security translates to brand loyalty and an improved customer experience? Large data breaches for top brands like Target, Marriott and Equifax are regularly splashed all over the news, as are the devastating effects on revenue from unhappy customers.
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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.
CSM Magazine
APRIL 6, 2023
Tenured AI and ML research and innovation teams continue to develop offerings that reinforce agents’ value as brand guardians. Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company. Integrations include ChatGPT and GPT-3, with GPT-4 also being evaluated.
SmartKarrot
APRIL 6, 2023
Role: Senior Manager, Customer Success Location: Munich, Bavaria, Germany (Hybrid) Organization: Rapid7 As a Senior Manager, Customer Success, you’ll manage recurring revenue in a predictable manner and produce high rates of timely renewal. Own important team KPIs, including as renewal forecast, activity management, upsells, adoption, and churn Rate the effectiveness of adoption strategies to accelerate value realisation and shorten time-to-value for our products.
CSM Magazine
APRIL 6, 2023
At our recent Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for clients. When discussing wellbeing, we recognise that it is a topic that can feel overplayed or seen as a ‘nice-to-have’ That’s why research reports – such as the CCMA’s recent Contact Centre Wellbeing study – are so important to understand the scale of the issue.
SmartKarrot
APRIL 6, 2023
Role: Senior Manager, Customer Success Location: Munich, Bavaria, Germany (Hybrid) Organization: Rapid7 As a Senior Manager, Customer Success, you’ll manage recurring revenue in a predictable manner and produce high rates of timely renewal. Own important team KPIs, including as renewal forecast, activity management, upsells, adoption, and churn Rate the effectiveness of adoption strategies to accelerate value realisation and shorten time-to-value for our products.
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!
Lumoa
APRIL 6, 2023
Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service. So how do you ensure that all your customer experience (CX) initiatives are successful?
JustCall
APRIL 6, 2023
In the ever-evolving business world, omnichannel marketing has emerged as a powerful strategy to enhance customer engagement and foster brand loyalty. Companies can create a unified, cohesive customer journey that transcends traditional marketing boundaries by skillfully integrating various online and offline touchpoints. Embracing this approach helps businesses reach a wider audience and cultivates long-lasting customer relationships.
Abby Connect
APRIL 6, 2023
Email is dead. Okay, maybe not. But inboxes are overflowing! Thousands of emails are lost or simply deleted every single day. Sure, emails are fast and easy. However, they come in by the hundreds (or thousands), and most of them get ignored, lost, or flagged for another day–never to be revisited.
AWS Machine Learning
APRIL 6, 2023
Data is at the heart of machine learning (ML). Including relevant data to comprehensively represent your business problem ensures that you effectively capture trends and relationships so that you can derive the insights needed to drive business decisions. With Amazon SageMaker Canvas , you can now import data from over 40 data sources to be used for no-code ML.
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
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