ShepHyken
MAY 17, 2022
Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. He shares how a sustainable culture that inspires loyalty from employees and customers.
OrecX
MAY 17, 2022
Did you know that many call recording solutions charge a substantial fee to access your own recorded audio data? It's true, even after you've already paid for their software. If you think this doesn't make sense, it doesn't. It's similar to going to McDonald's and paying for a Happy Meal, but before they give it to you, they charge you again. So why does this happen?
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Spearline
MAY 17, 2022
We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth. About Customer Contact Week Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series.
ChurnZero
MAY 17, 2022
WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders.
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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.
Totango
MAY 17, 2022
Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
MAY 17, 2022
When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake. Regardless of the quality of your product, customers are more likely to recall the interaction they experienced with your business. Every one of these interactions has the potential to either make or break a customer’s loyalty to you.
Nuance
MAY 17, 2022
With more than 400,000 customers engaging with its contact centers every day—adding up to over 100 million per year—Deutsche Telekom faces a monumental customer service challenge. Its 30,000 contact center agents need to deliver fast, convenient, and accurate support across a wide range of topics, from starting and upgrading contracts, to technical assistance for its [.
Jon Arnold
MAY 17, 2022
I was recently a guest on First Contact, a video podcast series produced by NobelBiz. They’ve been doing this for a while, and after being contacted about being interviewed, we set up a date, and soon I was in conversation with their EVP of Client Operations, Christian Montes. The total interview runs about an hour - and you’re welcome to check out the whole thing - but to make it easier to digest, they’ve also broken it up into several smaller segments, which you can just watch in isolation.
CSM Magazine
MAY 17, 2022
Predictive Analytics and Automations to Power Real-Time Support. TheLoops , an intelligent support operations data platform, is now available on Zendesk’s Marketplace – a one-stop-shop that enables organizations to find partners, apps, and integrations to increase agent productivity, streamline workflows, and drive customer satisfaction. TheLoops enables real-time support by contextualizing customer, product and usage data for agents all within Zendesk.
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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
ChurnZero
MAY 17, 2022
WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders.
Injixo
MAY 17, 2022
Machine learning, artificial intelligence (AI), and sophisticated optimization algorithms are already part of our daily lives. Do you use a navigation app on your smartphone? Or facial recognition in your camera app? Do you use online spelling and grammar checkers when writing documents? If so, you’re using AI. It should be no surprise to learn that the latest WFM applications are already deploying AI and automation to improve planning outcomes while reducing manual effort.
Balto
MAY 17, 2022
Share on Twitter. Share on Facebook. Share on LinkedIn. Due to increased call volume and staffing shortages in the past few years, contact center operators have turned more and more to AI technologies to help fill in gaps in their operations. But with all the growth in AI technologies at contact centers, it is useful to return to this basic question: What do consumers think?
Injixo
MAY 17, 2022
Machine learning, artificial intelligence (AI), and sophisticated optimization algorithms are already part of our daily lives. Do you use a navigation app on your smartphone? Or facial recognition in your camera app? Do you use online spelling and grammar checkers when writing documents? If so, you’re using AI. It should be no surprise to learn that the latest WFM applications are already deploying AI and automation to improve planning outcomes while reducing manual effort.
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.
ClientSuccess
MAY 17, 2022
Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. NPS is a great way to measure customer satisfaction, customer willingness to be part of marketing efforts, and growth potential. Recap: what is a Net Promoter Score?
JustCall
MAY 17, 2022
Reliable and consistent communication with prospects and customers is the most essential part of the game plan for sales and customer service teams. This has made VoIP software a north star in conversations, adopted even by small businesses owing to its infinite benefits. VoIP solutions are particularly handy in the present ecosystem where remote working and BYOD models are prevalent.
CSM Magazine
MAY 17, 2022
Technology is playing a big part in how we can communicate with companies on a day-to-day basis, with tech playing a big role in ensuring that communication is now as straightforward as ever. There have never been more ways to speak to customer support teams, and the advancements that have been made in tech have had a huge role in that. The growing number of ways to communicate has had an excellent impression on consumers, as it means that it is now easier than ever to get answers to questions;
LiveVox
MAY 17, 2022
A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2021 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. The post New Study: Forrester Finds Most Contact Centers Struggle to See AI’s Full Potential appeared first on Livevox.
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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
MAY 17, 2022
Contact centers, and contact center agents, are currently experiencing an unfortunate crunch on two fronts. Christian Wagner, CEO of VoiceFoundry, explains. Complications stemming from ongoing supply chain challenges have led more customers to reach out to contact centers with questions, concerns, and complaints. Meanwhile, contact centers, like many other businesses, continue to suffer the effects of the Great Resignation.
Injixo
MAY 17, 2022
Machine learning, artificial intelligence (AI), and sophisticated optimization algorithms are already part of our daily lives. Do you use a navigation app on your smartphone? Or facial recognition in your camera app? Do you use online spelling and grammar checkers when writing documents? If so, you’re using AI. It should be no surprise to learn that the latest WFM applications are already deploying AI and automation to improve planning outcomes while reducing manual effort.
CustomerSuccessBox
MAY 17, 2022
It’s quite common to be unsettled in situations when something doesn’t go as expected and the immediate reaction to it is being raged to the situation or the person responsible for it. A similar scenario occurs with the customers as well and is no different. So, how do you deal with angry customers? To deal with them, you first need to know what actually happened and the reasons why they’re angry. 4 main reasons that make customers angry. 1.
NobelBiz
MAY 17, 2022
Customer service is essential to a company's and brand's success. Naturally, serving consumers through a contact center is the greatest way to retain an amazing level of service. In fact, being present for its clients and giving a quick, fast, and prompt response remains a critical lever for reinforcing any call center business goals. it doesn’t come without its challenges!
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!
ConvergeOne
MAY 17, 2022
Products, goods, and services: Do you have anything in those categories that can be connected to the internet? That send signals? That provide information? If so, read on. If not… well, you should still read on, because this will likely impact you soon. There’s no sigh of relief here. Let’s talk about what the future of connected devices entails. For some, the “future” is already in place today.
SmartKarrot
MAY 17, 2022
Role: Director of Customer Success Location: Remote, United States Organization: Timescale As a Director of Customer Success, you will identify and implement strategic and tactical methods that constantly improve customer experience. Establish and track KPIs and support company goals and initiatives. Define and evolve engagement strategy with VP, Customer Care including roles and responsibilities, customer segmentation, coverage model, and engagement model.
Joe Rawlinson
MAY 17, 2022
Many factors come into play when it comes to paid advertising. Those new to the game often think achieving skyrocketing click-through rates (CTRs) and conversions means they’re doing a good job. But that’s not always the case for every industry. To get the most return out of their pay-per-click (PPC) campaign, businesses should learn which metrics to focus on and exert the most of their efforts.
SmartKarrot
MAY 17, 2022
Hearing stories about 18-year-old college dropouts turning their dream into reality and sailing the success boat is endearing! Such stories are quite inspiring and serve as motivation for many to start and build their businesses. While it is a major step to get up and start, the next question in line would be ‘what stage is the startup at?’. What stage is the startup at?
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
JivoChat
MAY 17, 2022
Counting on one of the best CRM for real estate can make a great difference in the life of a realtor. Instead of having to organize the list of clients and leads on multiple spreadsheets, and risk losing valuable information, a CRM (customer relationship management) system will help you to keep track of every opportunity. . The Benefits of Using CRM for Real Estate.
NobelBiz
MAY 17, 2022
Customer service is a critical aspect in ensuring a company’s and brand success. Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. Furthermore, being present for its clients and providing a rapid, immediate, and timely return remains a key lever to reinforce any company’s business goals.
Lumoa
MAY 17, 2022
Lumoa Product News for May 2022 Integrations hub gets further improved! We have spoke before about how Lumoa can pull your web data through an API, with no fees to setup, and it takes just a few minutes! Now this process can be done on a more precise scale, allowing you to filter between apps within the same collection: Pull reviews from popular places like Facebook , Zendesk, Trustpilot, Amazon, and more!
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