TeleDirect

JANUARY 12, 2023

Whatever industry you’re in, one thing is for sure: customer service is key to satisfied clients and better business. However, if you’re letting your leads and clients experience dropped, missed or lost calls, you might damage your business. This is a scary thought—but a good BPO customer service center can make sure this doesn’t happen. Before we jump into the specifics of how missed calls affect business, let’s address an important question: What is a lost call?

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Beyond Philosophy

JANUARY 12, 2023

What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything. However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space.

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Engineering Quality management CRM Customer Experience 195

Contact Center Pipeline

JANUARY 12, 2023

Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked in the Contact Center industry in various roles supporting CX and EX. I started off as an agent at an Answering Service in high school and market research […].

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ShepHyken

JANUARY 12, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.

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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.

Fonolo

JANUARY 12, 2023

Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI.

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Working Solutions

JANUARY 12, 2023

The holiday travel season always brings a whole set of headaches for weary and frustrated travelers. That’s where a dedicated travel agent comes in handy. Having a BPO (Business Process Outsourcer) handle your travel customer service can be a game changer for user experience, creating new avenues of revenue and higher client satisfaction. Travel spending […].

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AWS Machine Learning

JANUARY 12, 2023

This post was co-authored with Mark Lott, Distinguished Technical Architect, Salesforce, Inc. Enterprises that operate globally are experiencing challenges sourcing customer support professionals with multi-lingual experience. This process can be cost-prohibitive and difficult to scale, leading many enterprises to only support English for chats. Using human interpreters for translation support is expensive, and infeasible since chats need real-time translation.

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MiaRec

JANUARY 12, 2023

Have you ever tried to start a journal or a letter only to stare at blank pages? Or have you ever wanted to paint something only to feel intimidated by the white canvas in front of you?

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Analytics Quality management Management 80

LiveVox

JANUARY 12, 2023

re you interested in getting started with WhatsApp Business? Many contact centers are coming to rely on WhatsApp to provide their customers with an improved experience. The post Getting Started With WhatsApp Business: New at LiveVox! appeared first on LiveVox.

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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

JANUARY 12, 2023

The adoption of on-demand services has grown steadily in recent years. In 2016, the total spending on on-demand services was $57.5 billion , and it's on track to hit $335 billion by 2025. Massive adoption is occurring in several sectors, including food delivery, transportation, retail and grocery delivery, on-demand video apps, and home services. And we haven't seen the end of this trend yet.

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Transportation 71

Playvox

JANUARY 12, 2023

No matter where your contact center team is physically located, bringing out their best performance can be a big challenge. Adding remote work or a hybrid setup to the mix can make things even tougher. But does it have to? Why Agents Want To Work Remotely — And Why You Should Let Them. Remote and hybrid work are no longer hard-to-find benefits in customer support centers.

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TeleDirect

JANUARY 12, 2023

It doesn’t matter what industry you may be in—if you work with customers and clients of any type, you need to offer them proper support. Otherwise, they will not be loyal to your brand and might even spread the word to others about their negative experience. Unfortunately, many companies aren’t sure how to create a customer support strategy that suits their business and customers’ needs.

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Quality Contact Solutions

JANUARY 12, 2023

Sales leaders are one of the most critical assets to your company. They lead their respective teams; they also hire, manage, and help the entire organization achieve its goals. Their decisions are directly responsible for how sales reps contribute to the company’s growth or lack thereof. In summary, the organization’s success is directly related to the quality of leaders you employ.

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Sales Best practices Coaching Morale 52

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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.

Self service

TeleDirect

JANUARY 12, 2023

Do you know how well your customer service team is performing? If you’re unsure of what type of experience your leads and clients are having, you should develop a way to track your customer service team’s performance. It’s crucial to know if you are providing the best possible support and care to your customers–otherwise, you could end up in the realm of dwindling business, bad press and PR nightmares.

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Injixo

JANUARY 12, 2023

Some contact centers consistently achieve high forecast accuracy while others constantly fail. The secret to success is a set of advanced tactics that any planner can apply to maximize the accuracy of their call center forecasting.

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Call Experts

JANUARY 12, 2023

Finding the right answering service for HVAC is easy when you have a partner like Call Experts! An answering service can be a valuable resource for any business dealing with customers on the phone. In today’s world, time is money, and an answering service can help you save both. HVAC businesses are a unique breed, and they require a specialized kind of answering service.

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Answering services Personalization Customer Service Sales 52

CSM Magazine

JANUARY 12, 2023

There are many unmotivated and depressed employees in this corporate world. The matter is raging like a virus because not even the best managers are being able to handle it. Partially, it can be because of a poor work-life balance, and partially it could be due to team managers who fail to recognize their team members’ mental health needs or simply ignore them altogether.

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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!

Feedback

Brad Cleveland Blog

JANUARY 12, 2023

The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported. Many leaders are wondering where the trends and developments are taking us. Will the fundamentals … Continue reading → The post Will the Fundamentals Change?

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Technology Contact Center Call Center Management 49

SmartKarrot

JANUARY 12, 2023

Role: Customer Success Specialist Location: Remote, England, United Kingdom Organization: OpenSolar As a Customer Success Specialist, you will provide direct training and support (web-based) for users of the platform. Conduct sales calls with new users to manage successful onboarding, implementation & support. Create and update the library of help center resources to support a rapidly growing user base.

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Brad Cleveland Blog

JANUARY 12, 2023

The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported. Many leaders are wondering where the trends and developments are taking us. Will the fundamentals … Continue reading → The post Will Contact Center Fundamentals Change?

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Comm100

JANUARY 12, 2023

The roles within student services are incredibly varied, but they always have one underlying goal in common – improving the student experience. With dropout rates now at 40% in North American colleges and at 50% at public universities , delivering a positive student experience is becoming essential to curbing high dropout rates. Unfortunately for student services, student expectations have never been higher.

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Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

TechSee

JANUARY 12, 2023

Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. The savings and CX impact has been incredible. Visual AI has dramatically improved everything from end-user self-service containment rates to NPS and first-time-fix rates in the field.

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