Mon.Oct 03, 2022

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Excellent Call Center Experience – 9 Ways to Deliver & Keep It

LiveVox

When a customer calls in to a call center, the quality of service they receive impacts their impression about a company. The first time a customer calls in to speak with an agent is even more critical. First impressions, as most could probably agree, play an important role in the development of someone’s perception about […]. The post Excellent Call Center Experience – 9 Ways to Deliver & Keep It appeared first on LiveVox.

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Being Prepared For Your Career Transitions with Maureen McCann

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Executive Career Strategist Maureen McCann on taking the right steps for your career transition. A few reasons she is awesome – She’s the owner of Promotion Career Solutions, an 11x Canadian Certified Career & Job Search Strategist, 15x award-winning executive resume writer, an instructor and Senior Board Member at Career Professionals of Canada, as part of their Career Development Certification program, published career resea

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The Importance of Brand Tone and Voice in Customer Service

Working Solutions

Are you training your customer service agents to speak to callers with your company’s specific tone and voice? If not, you are missing out on an opportunity to elevate brand awareness and connect with your customers in an authentic and transparent way. Consumers now choose the companies they purchase from based on what the brand […].

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Omni+ Powered by Safe Select: Complete CCaaS Outbound Compliance

NobelBiz

NobelBiz Partners with Customer Dynamics to Step Up the Compliance Game in the CCaaS Sector: Omni+ powered by Safe Select, allows you to operate safely in the TCPA world. The post Omni+ Powered by Safe Select: Complete CCaaS Outbound Compliance appeared first on NobelBiz®.

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The 2023 Verint Experience Index: Retail

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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How to Mute Someone on Instagram

JivoChat

Do you know how to mute someone on Instagram? We follow people on Instagram for multiple reasons: digital influencers, brands that publish high-quality content, relatives, friends, co-workers, etc. . Sometimes, though, it’s common to follow someone just for being polite, because unfollowing them would be considered rude, right? Like a cousin or a person you work with but who you are interested in seeing their posts.

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Provider Selection: new feature for Voice Assure Realtime

Spearline

My name is Ola Budak. I am the product manager for Voice Assure at Spearline. Having worked as a solution architect for the Customer Engagement team for quite a while – I got to know all your needs and pain points. Our customers often come to us when their numbers do not connect – asking for more details to help them pinpoint the issue.

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Training automatic speech recognition models with de-identified data

Nuance

Martin Flechl is a research scientist at Nuance. His current research interests include speech recognition and text-to-speech. He received his PhD in high-energy physics from Uppsala University, Sweden, in 2010. Prior to joining Nuance in 2019, he worked on machine learning algorithms to analyse data from the LHC particle collider at CERN and led one [.].

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Provider Selection: The new troubleshooting tool for Voice Assure Realtime

Spearline

My name is Ola Budak. I am the product manager for Voice Assure at Spearline. Having worked as a solution architect for the Customer Engagement team for quite a while – I got to know all your needs and pain points. Our customers often come to us when their numbers do not connect – asking for more details to help them pinpoint the issue.

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How to Realize the Actual Value of Your CX Agents

Vistio

Watch to the full podcast here: Or click here to just listen to the audio.      . Customer service tops the in-demand skills list. We need agents with these skills to take care of our customers. And, then we need to take care of our customer service agents in return, or they’ll leave. They will. They have other options in the employment market.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Provider Selection: The new superpower troubleshooting tool for Voice Assure Realtime

Spearline

My name is Ola Budak. I am the product manager for Voice Assure at Spearline. Having worked as a solution architect for the Customer Engagement team for quite a while – I got to know all your needs and pain points. Our customers often come to us when their numbers do not connect – asking for more details to help them pinpoint the issue.

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Kapta’s new QBR Software — Deliver strategic business reviews your customers value

Kapta Customer Success

We are excited to announce the launch of Kapta’s new Quarterly Business Review (QBR) tools. They are designed to streamline the QBR preparation process by guiding and automating routine administrative tasks. This frees Key Account Managers (KAMs) and their managers to focus on strategically preparing for these essential meetings.

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How to Stand Out from Your Competitors

CSM Magazine

Standing out from your competitors as a small or medium-sized business is a tricky task. However, there are ways it can be achieved. The three most important methods for increasing your chances of standing out are as follows: 1. Offer something unique. The best way to stand head and shoulders above the rest is to offer something that can’t easily be found anywhere else.

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Top Seven Benefits of a True Blended Call Center Environment

TCN

The International Customer Management Institute (ICMI) once reported that true blended or two-way communication “between. The post Top Seven Benefits of a True Blended Call Center Environment appeared first on TCN.

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The Open CCaaS Advantage Report

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.

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10 Ways a Route Planner Can Improve Your Customer Service 

CSM Magazine

Good customer service is the lifeblood of any business. It’s what sets you apart from your competitors and keeps your customers coming back for more. And while there are many factors that go into providing good customer service, one of the most important is efficient routing. Route planning software can save your company time and money, while also ensuring that your customers are happy.

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Showing Love for Customer Service Week

Creative Virtual

By Mandy Reed, Global Head of Marketing. Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. Delivering service and support that customers love doesn’t happen by chance.

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Customer Service Performance Review Universal Guide

Voiptime

What is the most complex way to push the agent to self-improvement? Only by providing him constructive feedback, no matter if it is positive or negative feedback. While positive feedback plays a role of a strong empowering factor, negative feedback is a tool to demonstrate weaknesses and imperfections. A call center performance review is a duty of all contact center managers if the leaders are seeking more opportunities for agents’ professional development, outstanding client service furnishing,

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How to reduce call center cost: 5 ways to leverage technology

Dialer 360

Call center costs can pile up and include anything from agent hiring and training to internal IT support, and marketing. Although some people think saving on equipment is a fantastic way to save your call center money, we simply disagree. Employing the best technology for your contact center’s unique requirements can reduce call center costs gradually.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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5 Top Customer Service Articles of the Week 10-3-2022

ShepHyken

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. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. (CMSWire) As a customer experience professional, do you have to be a trained statistician?

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Oct 03 – Customer Success Jobs

SmartKarrot

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Develop and demonstrate deep knowledge of their platform and the business processes surrounding retail in-store execution.

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The 7 Best Reliable (and Flexible!) CloudTalk Alternatives

aircall

So, you’ve been looking at CloudTalk, a contact center management solution, but you’re not sure you’re ready to invest yet. We get it. CloudTalk has some limitations, like minimal app integrations and spotty call quality, so we wanted to give you more context about what CloudTalk can do and also share 7 CloudTalk alternatives that can help. . What Is CloudTalk?

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Call Centre Data Security: 6 Ways to Protect Customer Data

Select VoiceCom Blog

In case you didn’t know, data is now the world’s most valuable asset , surpassing oil. It has become a commodity for many businesses because of how much it can predict trends and identify opportunities, which brands can use to improve their business processes to stay ahead of the competition. While there are multiple data types, one that companies can leverage is customer data.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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