LiveVox
AUGUST 30, 2022
When it comes to customer service, the customer's experience is always the top priority. Especially when you consider that 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. The post Automatic Call Distribution 101 (With Examples) appeared first on LiveVox.
ShepHyken
AUGUST 30, 2022
Selling with Service. Where Sales and Customer Service Meet. Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.
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Provana
AUGUST 30, 2022
Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here
CSM Magazine
AUGUST 30, 2022
When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues.
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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.
Provana
AUGUST 30, 2022
With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Playvox
AUGUST 30, 2022
Here’s an alarming statistic: More than half (56%) of contact center agents say they’d think about leaving their jobs if they couldn’t work remotely. Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year.
ConvergeOne
AUGUST 30, 2022
The City of Henderson, Nevada, serves 320,000 residents. ConvergeOne became the city’s go-to networking partner after supporting a firewall transition, assisting with training, implementation and long-term strategic planning for leveraging new technologies. ConvergeOne also helped set up rapid deployment kits that allowed the city’s emergency management and safety department to quickly and efficiently deploy COVID testing and inoculation centers.
JivoChat
AUGUST 30, 2022
If you love to read everywhere you go, having free apps to read books is going to make your life much simpler. The sensation of taking a physical book in your hands, and leafing through the pages is a very good one, but you will need a bigger purse or backpack to take them, besides the extra weight you will carry. The apps to read books are a great solution to that matter, you can take as many books as you wish with you, without occupying space, or lifting a heavy bag.
Cyara
AUGUST 30, 2022
4 Ways To Make Sure Your Chatbots Reach Their Full Potential. Businesses of all kinds are increasingly realizing the value chatbots can bring to their sales and support efforts. In a recent trends report released by Intercom, companies that implemented chatbots reported a 67% boost in sales, a threefold increase in support response times, and a 24% bump in customer support satisfaction (CSAT) scores.
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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
customer sure
AUGUST 30, 2022
One question we are sometimes asked is; how often should we ask customers for feedback? Some expect there to be a golden rule or some formula to use which will give you the answer. Unfortunately there isn’t. And it isn’t as simple as one size fits all, either. One of our golden principles is to ask for feedback when customers are most likely to want to give it.
aircall
AUGUST 30, 2022
With Sixième Son, Aircall deploys the first ever comprehensive sonic strategy for a SaaS phone solution. With more that $130M in annual recurring revenue and valued at more than $1B, the startup founded in 2014 shows boldness and lives up to its trailblazer status by investing in a sonic identity. And for a good reason: Aircall is a cloud-based call center and phone system for modern businesses.
BlueOcean
AUGUST 30, 2022
“I love building RFPs!” Said no one ever. We get it. When you’re evaluating new outsourcers for your contact center, you know that a boilerplate RFP isn’t going to cut it. But writing a new RFP is a headache. That’s why, at Blue Ocean, we’ve never been shy about sharing what we believe are the best contact center RFP questions. In fact, we’ve even offered a downloadable template in the past.
Helpware
AUGUST 30, 2022
Exceptional customer service is key to curating an industry-leading reputation. Positive public perception is key to fostering an expansive, loyal customer base. An expansive, loyal customer base is key to a healthy bottom line. So, how do we achieve exceptional customer service? Short answer: communication! When companies provide easy-to-access communication channels—with well-equipped agents on the other side—customers are far more likely to remain loyal to the business.
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.
Nuance
AUGUST 30, 2022
This was originally published on Microsoft.com on August 29, 2022. When a customer needs support, they not only expect fast, convenient ways to get help, but also to have their personal information protected. However, when verifying that people are who they say they are, many contact centers use traditional authentication methods are no longer fit [.].
Balto
AUGUST 30, 2022
In June 2022, the World Bank warned that most countries are heading into a recession. With a potential recession, continued supply chain challenges, and inflationary pricing, it may seem like it’s time to cut back on costs. Even during difficult times, however, one place you should focus your investment is in your contact center. Rather than being a cost center, the right strategy and tools can transform your contact center into a profit center.
Abby Connect
AUGUST 30, 2022
Choosing a call answering service that will represent your company is a decision not to be taken lightly. These receptionists will embody what you are, what you sell, and what you stand for as a business.
Hodusoft
AUGUST 30, 2022
VOIP. UCcaS, CCaaS, CPaaS - Everything you need to know. With the increasing demand for quick and convenient ways to reach organizations, various innovative technologies have taken place in the past few years. UCaaS, CCaaS, and CPaas are some of the few technologies that have gained a lot of recognition in these years. All these technologies are cloud-based technologies and share similarities.
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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.
The Petrova Experience
AUGUST 30, 2022
When we look at how to build a customer-centric culture , we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the power of strong teams that collaborate on the common goal of meeting and exceeding customer needs. Developing highly effective teams is a challenge. It requires investments of time and resources.
VirtualPBX
AUGUST 30, 2022
Interacting with your customers, managing your organization, and streamlining business processes can sometimes be challenging! With business texting , you can control the chaos of running your business and modernize your client interactions. However, sometimes texting isn’t as straightforward as it appears… or at least when it comes to texting your customers, coworkers, and other important people.
NobelBiz
AUGUST 30, 2022
Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. Learn everything there is to know about speech analytics: The post Advantages & Best Practices for Managing Callbacks in Contact Centers appeared first on NobelBiz®.
CSM Magazine
AUGUST 30, 2022
You’ve probably heard about electronic signatures and are wondering if and how they can help your company’s bottom line. Electronic signatures are widely used in signing business transactions, including disclosures, contracts, invoices, and more. Professionals, like doctors and lawyers, also use e-signatures when doing paperwork with their clients. Electronic signatures or e-signatures are becoming popular nowadays.
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!
Provana
AUGUST 30, 2022
An effective post-judgment collection waterfall strategy is what can differentiate you from your competition.
Back Office Centers
AUGUST 30, 2022
The integrity of your business depends on the confidence your consumers place in you to preserve their data. Working with a Back office outsourcing center equally dedicated to data security as you are is the best way to protect them and your company. Whether you work in retail, banking, or technology, we have something for you. As a true outsourcing partner, Noida Exim will actively assist you in managing your digital plan and give you the chance to enhance consumer communications.
Provana
AUGUST 30, 2022
Automation and AI will lead to exceptional customer experience
SmartKarrot
AUGUST 30, 2022
Role: Director of Customer Success Location: Chicago, IL, US (Hybrid) Organization: Grubhub As a Director of Customer Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention, satisfaction, and client up-sells for the Grubhub’s corporate accounts team. Exceed financial targets for existing clients, new clients, and up-sell / expansion opportunities.
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
AWS Machine Learning
AUGUST 30, 2022
With personalized content more likely to drive customer engagement, businesses continuously seek to provide tailored content based on their customer’s profile and behavior. Recommendation systems in particular seek to predict the preference an end-user would give to an item. Some common use cases include product recommendations on online retail stores, personalizing newsletters, generating music playlist recommendations, or even discovering similar content on online media services.
SmartKarrot
AUGUST 30, 2022
When was the last time you had a wow customer experience? A Customer Experience describes customer interactions with a brand throughout the buyer journey. The Customer Experience includes all aspects, from advertising, and customer support, to buying and using a product or service. A recent study found that 49% of customers were not happy with their customer experiences resulting in something called a Customer Experience Gap.
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