TeleDirect

JULY 1, 2021

Accountable care organizations (ACOs) are the critical link between Medicare patients, providers, and payers. What is ACO in healthcare, and how can these enterprises improve their performance with call center services? Given the tremendous amount of communication between all three parties, and the sheer volume of transactions, it helps to have a call center to manage both front-end transactions (appointments, outpatient procedures, etc.) and behind-the-scenes optimization strategies (patient su

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Accountability Call Center Healthcare Business Process Outsourcing 71

Contact Center Pipeline

JULY 1, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, NICE CXone’s Chris Bauserman discusses how AI-powered virtual assistants provide a more natural, personalized and frictionless experience for end customers.

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TeleDirect

JULY 1, 2021

Healthcare, at the very core, is a continuing relationship between patient and care provider. A key aspect of this relationship – and hence overall wellbeing – involves patient follow up communication. While doctors, nurses, healthcare technicians and other care providers have their own time restrictions, patients have the same set of challenges. Real people have real schedules and time commitments.

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Guru

JULY 1, 2021

At Guru, we believe that the workplace will be changed forever. The pandemic forced all of us into a non-optional experiment of having to immediately do 100% of our work remotely.

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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.

Toister Performance Solutions

JULY 1, 2021

I recently worked with two clients in the same industry. There were a lot of similarities between the organizations. The business models were similar, they were roughly the same size, and their products were essentially the same. Both even professed to be fans of the principles outlined in The Service Culture Handbook. Yet one company was growing while the other struggled.

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Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences.

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Nicereply

JULY 1, 2021

Automattic’s hiring process includes a temporary contract to allow its candidates to provide real support to their customers. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Hiring can be an arduous task. It is more of an art than a science; First impressions, current mood, implicit biases, and various other factors can impact your decision-making.

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TeleDirect

JULY 1, 2021

Whether you run a small non-profit that needs help with handling calls or part of a large multi-national corporation looking to enhance overall customer communication, the end goal is similar: finding a solution that meets and exceeds your most pressing needs. But first, it helps to determine the key differences between the two main types of call center platforms: the inbound and outbound call centers, respectively.

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Interactions

JULY 1, 2021

Why should hospitals and healthcare organizations care about patient experience? At its core, healthcare is about serving people. Service industries must keep customer experience in mind, otherwise they are contradicting this integral purpose. Imagine having a doctor with a terrible bedside manner. No matter how great the doctor or facility, chances are the patient will leave unhappy, and potentially wanting to see another provider.

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Healthcare Journey mapping Self service Best practices 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

Jon Arnold

JULY 1, 2021

I’ve been tracking several contact center events lately, and last week was Genesys Xperience. The company always has big updates to share, and the launch of Genesys DX was a highlight. I finally managed to get my takeaways organized, and have put together a post that’s running now on BCStrategies , where I’ve long been a contributor as a BC Expert.

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Certified Languages International

JULY 1, 2021

Source: Mart Production from Pexels. Interpreting services need to deliver value to the businesses, like yours, that use them. That’s because one out of every five people in the U.S. speaks a language other than English at home, and on-demand interpreters can help you inform, connect with, and retain this large segment of the population. But, if you’re new to the market of interpretation, how do you know what to look for?

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ClientSuccess

JULY 1, 2021

Customer success departments have been through the wringer in the last year or so. This year has been nothing short of a rollercoaster from having to manage customers in a fully remote capacity to deal with multiple instances of unexpected churn. While it has always been clear that CSMs are built a little differently than most (dealing with customers is, after all, not for everyone), this year has brought out some of the best traits in the profession across the board.

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Grupo Noa

JULY 1, 2021

Market research as a branch connecting multiple business areas is one of the critical roles in 2021. This year as well as the second half of the previous one we were facing the much-needed transfer to the digital world, to the virtual world. Business have been looking for call centers to satisfy their needs in market research through an impersonal way.

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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

Helpware

JULY 1, 2021

A strong answering service partner can create additional value for your customers and ensure consistency and continuity of service. Find out what you should be looking for from your answering service.

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Creative Virtual

JULY 1, 2021

By Chris Ezekiel, Founder & CEO. Enterprise software pricing is often shrouded in mystery and the subject of intense negotiations between the supplier and customer. For applications where the market is immature then this is necessary as it takes some time to equate the cost with the business value. Whilst chatbots and virtual agents have been around for a long time, it’s relatively recently that they’ve become ubiquitous within the enterprise.

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Call Experts

JULY 1, 2021

How is your team handling absence management and absence tracking? Are you working with employees to identify and reduce any potentially avoidable causes of absenteeism ? When your team shares a goal of improving employee health and the company’s bottom line, your culture and revenue will thrive. You will discover unknown trends and correlate those back to seasons, quarters, even television show series finales.

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inSided

JULY 1, 2021

In today’s post, we’re taking a closer look at Zendesk and show you how you can increase self-service rates using the federated search integration and get customers faster 1-on-1 help by escalating tickets. Let’s dive in.

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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.

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Unymira

JULY 1, 2021

For anyone struggling to understand their Oracle licenses, there’s a possibility to turn to an asset management tool that is “certified” or “verified” by Oracle.

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Management 52

Jon Arnold

JULY 1, 2021

My next webinar is for a targeted audience, so it’s not open to all, but it’s another opportunity to share my views about hybrid work, and in this case, how channels can help their customers adapt. There’s a lot of ground to cover, and if you’re a Canadian reseller looking to do this, you might find this Ingram Micro Canada webinar of interest. I’ll be presenting next Tuesday, July 6 at 2pm, and details to register are here.

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Grupo Noa

JULY 1, 2021

Market research as a branch connecting multiple business areas is one of the critical roles in 2021. This year as well as the second half of the previous one we were facing the much-needed transfer to the digital world, to the virtual world. So, there are many reasons why market research call center is considered as a mitigating circumstance for many companies and brands.

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Zappix

JULY 1, 2021

Every business has spent the past year reacting and adapting to the impact of COVID-19 on their operations and customer behavior. Contact centers and customer service has been a key focus for many, but one solution has delivered increasing ROI after the pandemic.

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Contact Center Self service Interactive Voice Response Customer Service 40

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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Brad Cleveland Blog

JULY 1, 2021

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and helpful service team member Create easy processes Know who I am The truth is, it’s … Continue reading → The post Eliminate the most damaging customer service frustrations appeared first on Brad Cleveland.

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SmartKarrot

JULY 1, 2021

Start seeing customers as the building blocks of your business. Only then will you be able to set up a firm foundation. This is where customer success for startups comes into the picture. You must be aware that customer success teams wear many hats. In simpler words, they look into diverse functions – be it support, experience, upsell, renew, etc. But the core of each of these functions is unanimously the satisfaction of the customer.

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Brad Cleveland Blog

JULY 1, 2021

The principles that guide effortless customer experiences seem basic. The truth is, it’s difficult to get customer service basics right, and many organizations don’t. While customer service catastrophes still make headlines, run-of-the-mill customer service annoyances are still maddeningly common. The post Eliminate the most damaging customer service frustrations first appeared on Brad Cleveland.

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Customer Service Customer Experience Quality management Contact Center 26

SmartKarrot

JULY 1, 2021

Role: Senior Director, Customer Success – Americas Location: Durham, NC, US Organization: Nutanix As a Senior Director of Customer Success, you will build and lead the Americas CS team by providing the vision and direction to implement and scale strategies and processes to deliver a ‘best in class’ customer experience while producing ongoing measurable results.

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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

Babelforce

JULY 1, 2021

There’s a new rule for contact centers: No more collaboration! Everybody must focus on one single task. Departments can’t talk to each other directly. Each team has its own siloed customer database. Oh yeah. This is going to work out great. Erm… does any contact center really do this? In a way, yes. Here’s why… Most contact centers rely on an enormous number of tools.

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Enghouse Interactive

JULY 1, 2021

The ability to deliver high quality, consistent customer service is essential for housing associations, and is one of the key areas evaluated by the regulator when assessing providers. However, housing associations today face multiple customer service-related challenges, some intensified by the pandemic. What are these challenges and how can they be overcome?

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Help Scout

JULY 1, 2021

Welcome to Help Scout’s release notes! This month — along with product updates — we’ve got an exciting new email series straight from our CEO, as well as an opportunity to talk with our research team. Let’s get to it. Image support in proactive messages. . Spruce up your proactive messages with images. Educate, inform, or delight your customers with images that support your post, including GIFs!

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