ShepHyken
SEPTEMBER 25, 2020
This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service?
SharpenCX
SEPTEMBER 25, 2020
Earlier this year, I fought for seven months to get an issue resolved with a customer service team. Every couple of weeks, I’d muster up the energy to call the same number and wait on hold until someone answered. Nearly every time I called, I spoke with a different agent. I’d have to start from the beginning of my story and walk each agent through my dilemma.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Avoxi
SEPTEMBER 25, 2020
Atlanta, GA - September 25, 2020 -- The National Association of Business Resources has announced the Summer 2020 winners of its 10th annual Best and Brightest Companies to Work For? competition. It’s with great pride and enthusiasm to share that AVOXI was one of their high scorers, joining other prominent companies like BlackBerry?, Gables Residential?
Ansafone
SEPTEMBER 25, 2020
Live chat service is a powerful customer service tool that has gained popularity over the last several years. Live chat, sometimes called web chat, provides a way for your website visitors to exchange text communications with your company or answering service in real-time. These services allow customers to deal with complaints in real-time and provide … How Live Chat Services Can Increase Sales for Businesses and Offer an Exceptional Customer Experience Read More ».
Advertisement
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.
Guru
SEPTEMBER 25, 2020
Welcome to the breakdown of Guru’s bi-weekly ‘K’newsletter. Every other Wednesday we share an email with industry news, leadership articles, and finally, fun facts, quick tips, and new ' knews' to share with your team.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
SEPTEMBER 25, 2020
When faced with serious, unexpected challenges, it’s natural for any of us as individuals to first ask, “What do I do?” But as members of multiple personal and professional communities, the single most important question we need to ask ourselves and those around us is: “How can we help?” That was the question that dominated [.] The post TechCares: how we rise to challenges defines us appeared first on What’s next.
NobelBiz
SEPTEMBER 25, 2020
This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Let’s Empower More Women in the Contact Center Space appeared first on NobelBiz®.
Concentrix
SEPTEMBER 25, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, the first round of vaccines is expected to be available by the end of 2020 or early 2021; a new mutation appears to be more contagious than the originally discovered variant; France, Canada, and Indonesia report new records in daily case numbers; Canada and South Korea implore citizens to voluntarily restrict themselves to contain the spread of the virus; and Colombia, Jamaica, Portugal, and Spain’s capit
NobelBiz
SEPTEMBER 25, 2020
Soft skills are not something typically quantifiable, but true contact center specialists know how to test for soft skills in a smart and respectful way that doesn’t dimmish or encroach upon agent experience. The post VIDEO: How to Efficiently Test Soft Skills appeared first on NobelBiz®.
Advertisement
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
Strikedeck
SEPTEMBER 25, 2020
Shreesha talks about the importance of understanding the voice of the customer and how it can give you a more competitive edge.
AnswerConnect
SEPTEMBER 25, 2020
Live chat keeps customer satisfaction at the front of your business. Chatbots, while a time saver, leave out a key factor: human interaction. The post An interaction enigma: Chatbot Vs. Live Chat. appeared first on AnswerConnect Blog.
Totango
SEPTEMBER 25, 2020
In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .
AnswerConnect
SEPTEMBER 25, 2020
Live chat keeps customer satisfaction at the front of your business. Chatbots, while a time saver, leave out a key factor: human interaction. The post An Interaction Enigma: Chatbot Vs. Live Chat. appeared first on AnswerConnect Blog.
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.
FluentStream
SEPTEMBER 25, 2020
You already know FluentStream as the best communications provider for small businesses. It’s a responsibility that we take seriously. It’s why we’re constantly working on more ways to make life easier for the small businesses that we work with. It’s. Read More.
Jon Arnold
SEPTEMBER 25, 2020
Time for another UC Expo 2020 shout-out - this time with some news and an updated visual. This UK-based event was supposed to be in-person back in May, and like everyone else, it’s been retooled for virtual, and now goes by the name of UCX: NOW. The event runs 3 days, starting next Tuesday, during which I’ll be participating in two sessions. Bright and early at 7am EST that day, there’s a RingCentral session, where I’m in conversation with their CSO, Praful Shah.
NICE inContact
SEPTEMBER 25, 2020
The ability to use AI in your contact center business is growing exponentially. You might be asking yourself, "where do we start?". Learn the secrets of Fortune 200 companies who are using an AI-powered IVR to achieve their KPIs and gain a competitive advantage.
Jon Arnold
SEPTEMBER 25, 2020
I’ll never be #1 in this world, but I’m #28 in a list of top 100 influencers in the Unified Communications space. It’s always nice to get industry kudos, and while it’s never clear what these lists are actually based on, at least it’s peer-based from people who are in this space. The list was compiled by Mio Dispatch , and was published earlier this week - just getting around to sharing it here now.
Advertisement
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.
NobelBiz
SEPTEMBER 25, 2020
This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post Exploring Human Voice and Simulation Training: Nancy Munro appeared first on NobelBiz®.
Quiq
SEPTEMBER 25, 2020
Share This Story The transition to eCommerce has transformed the shopping experience. Whether people are looking to purchase electronics or other consumer goods, they expect to complete the entire transaction online. When shoppers have questions about an online retailer’s products, they need an easy way to contact a representative. Live web chat enables agents to speak with consumers in their preferred mode of communication, right at the point of purchase.
Ann Michaels and Associates
SEPTEMBER 25, 2020
Selecting a vendor for your business can be time consuming and stressful. You are making an important choice that will not just impact you, but an entire department or business. The goal should be to create a partnership with your vendor. Price is important, but it should not be the only thing to consider. Here are three tips that are worth noting. Communication.
Quiq
SEPTEMBER 25, 2020
Share This Story In the past, customer support professionals needed to answer all tech support questions from customers, either online or over the telephone. As digital technology has become more advanced, chatbots have transformed the way companies across industries handle customer support. These bots answer basic troubleshooting questions, reduce the workload for human agents, and decrease the amount of time customers must wait to receive help.
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!
NUSO
SEPTEMBER 25, 2020
The second MSP Connect Live for New York & New Jersey was another success! As a result of the current pandemic, the ASCII Group shifted their in-person conferences to a series of engaging online experiences.
5CA
SEPTEMBER 25, 2020
In all walks of life, across almost all types of work and career path, all of us run into the need for skills that serve us—whether we’re serving customers an extra-hot double shot latte, securing a multinational corporation’s global network links, or teaching kids to recite their ABCs.
NobelBiz
SEPTEMBER 25, 2020
The first day in a call center doesn’t have to be a scary and daunting experience for anyone. Here’s what you need to settle during the first day of call center training for absolutely any company and any agent! The post VIDEO: What Should Happen on the First Day of Call Center Training appeared first on NobelBiz®.
Vcaretec
SEPTEMBER 25, 2020
Choosing a customer service outsourcing company is an important task. Customer support reps handle customers at their most delicate and distraught. It is vital that customer support reps be knowledgeable, patient, and able to solve customer issues without much struggle or delay. Outsourcing customer support makes financial sense to a lot of small and start-up companies, but in order to ensure that it is the right choice for customers is absolutely vital.
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
NobelBiz
SEPTEMBER 25, 2020
This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Walter Cronkite vs Anderson Cooper appeared first on NobelBiz®.
SmartKarrot
SEPTEMBER 25, 2020
In the subscription-based economy, companies are progressively shifting from transactional to relationship-based customer engagement. All other functions in a business – Marketing, Sales, Product management, etc., are the same as they used to be before. But with a growing importance of retaining a customer and maintaining a long-term relationship with them, a customer success team has become indispensable for a modern company.
NobelBiz
SEPTEMBER 25, 2020
This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: The Different Types of Training Simulations appeared first on NobelBiz®.
Expert insights. Personalized for you.
275 
Let's personalize your content