OctopusTech

JULY 10, 2020

In this age of everything being automated and fast, trust and seamless communication do not come easy. Customer experience has always been the lifeline for every business which aims to make customers feel valued and heard. Although, providing excellent service can involve extra resources, time and money, but when you get it right, it will enable you to stand out from your competition while maintaining a positive reputation among customers.

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Customer Service outsourcing Morale Feedback 62

HelpCrunch

JULY 10, 2020

Our world has changed so that customers are in charge of businesses now. They decide whether to shop online or offline. Clients instinctively dictate how brands should shape their sales funnel, take marketing efforts, and [ … ]. The post How to Create a Powerful Customer First Strategy: An 8-Step Guide appeared first on HelpCrunch blog.

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Sales Marketing Customer Service 90

Advantage Communications

JULY 10, 2020

Artificial Intelligence (AI) is a controversial subject. These new technologies are changing the game for many organizations’ customer service strategies by automating time-consuming, repetitive tasks that allows live agents to focus on conversations that require a human element.

Contact Center 87

Contact Center Technology Customer Service 87

CCNG

JULY 10, 2020

I’ve always been a glass-half-full guy. And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. But, there's something about a common enemy or a universal challenge that brings out the best of us. Inspires us. Motivates us. As we navigate through our new challenges we are also learning about great acts of humanity, community, creativity, and leadership.

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CCNG Contact Center Customer Care Customer Service 195

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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.

Nuance

JULY 10, 2020

A large portion of a physician’s time goes to documentation. There has been an increase in medical documentation requirements and this burden has been identified as one of the main contributing factors for physician burnout. An important part of this documentation is a report that is produced after every patient encounter. Automatic speech recognition (ASR) [.

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NICE inContact

JULY 10, 2020

As the future feels uncertain, it’s never been more important to focus on what you can control in your contact centre. And there’s plenty you can do to ensure satisfaction of both your agents and your customers. Explore the keys to business continuity and success, so your outbound or inbound contact centre can be resilient and adapt to the remote work environment with skill and speed.

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Cloud contact Best practices Contact Center Call Center 62

Talkdesk

JULY 10, 2020

2019 was the year when Talkdesk® celebrated being named a Leader in Gartner’s CCaaS Magic Quadrant for North America. This accomplishment was a huge step and placed Talkdesk as a key player in the contact center space. Talkdesk kicked-off 2020 with an ambitious release program to revolutionize the contact center industry. Talkdesk 20-in-20 introduced 20 market-disrupting product announcements in the first 20 weeks of 2020, concluding with Opentalk 2020 Virtual keynote addresses delivered to more

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Contact Center Marketing 84

Concentrix

JULY 10, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, the United States leads the world in new infections, with Brazil and India close behind. Countries such as Japan, Spain and Australia who previously had the infection rate mostly under control have reinstated lockdown measures in light of new cases. India has also begun the first trials.

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AnswerConnect

JULY 10, 2020

Provides Round-the-Clock Support. In a 24/7 world, customers expect a response when they have a problem, not just when you’re. Continue Reading → The post Why An Answering Service: Support appeared first on AnswerConnect Blog.

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Answering services 53

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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

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Concentrix

JULY 10, 2020

Learn how companies are bridging the technological gaps they have suddenly faced amidst COVID-19. The post Making Meaningful Differences in Dramatically Changing Times appeared first on Concentrix.

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Technology 62

CSM Magazine

JULY 10, 2020

Leading customer feedback platform Critizr now supports Google’s Business Messages in Europe. Critizr’s customer feedback technology will integrate with the new Google channel, meaning people can now contact and hold rich conversations with their local businesses in real-time – simply and directly from Google Search and maps. Critizr will focus on helping its retail clients launch and maximise the potential of the new channel to enhance how they positively interact with customers, answer questio

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Entertainment Banking Feedback Technology 52

5CA

JULY 10, 2020

Gaming has been one of the few beneficiaries of the Covid-19 coronavirus pandemic. Global quarantine and stay-at-home orders preventing people from traveling, commuting, and socializing has resulted in a boom for the gaming industry. Maximize the value of your VIP players and discover how work from home (WFH) support helps you add more value to your gaming whales.

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CSM Magazine

JULY 10, 2020

The COIVD-19 pandemic has reshaped the way businesses operate and will likely have lasting implications. Most noticeably, the breakout forced millions of people across the globe to work from home; according to an analysis by Global Workplace Analytics and Flexjobs, about 4.7 million are working from home in 2020 in the U.S. alone. Despite past circumstances and what may lie ahead, work must go on, and employees need to stay in touch with management, coworkers, and clients.

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voip Technology Analytics Personalization 52

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

inSided

JULY 10, 2020

Customer centricity: Something many organizations strive towards, but truly getting there can be a challenge. In a recent webinar with ChurnZero CCO and Head of Product, Abby Hammer and inSided CEO and Co-Founder, Robin van Lieshout , we discussed what being a customer centric organization really entails and how more of us can achieve the transformation.

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Customer centricity 52

Creative Virtual

JULY 10, 2020

By Mandy Reed, Global Head of Marketing. There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. Many individuals have also undergone a digital transformation of sorts in their own lives, relying more on options such as FaceTime and Zoom to keep in touch with family, friends and work colleagues and increasing time spent on social media and

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Virtual Agent Banking Self service Government 52

Brad Cleveland Blog

JULY 10, 2020

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service typically saves money, something that may be counterintuitive to many. You can access the interview here.

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Contact Center Consulting Consulting Customer Service 36

SmartKarrot

JULY 10, 2020

Role: Enterprise Customer Success Manager Location: Ohio, Columbus, US Organization: Seamless.AI As an Enterprise Customer Success Manager at Seamless, you will be responsible for monitoring and managing the health and success of their enterprise accounts. Drive growth and product adoption across their customer base, and ensure retention of an existing business.

Enterprise 10

Enterprise Upselling Engineering Accountability 10

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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

Brad Cleveland Blog

JULY 10, 2020

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed … Continue reading → The post How to Balance Service and Cost in the Contact Center appeared first on Brad Cleveland.

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Contact Center Consulting Consulting Customer Service 26

SmartKarrot

JULY 10, 2020

Source. SaaS industry is one of the fastest growing industries in the world. If you are on the right track, you can see immense growth in your SaaS business. Much faster than any other industry. But where growth is so promising, there the pace of decline becomes high too. One of the reasons companies face decline in their business is SaaS churn. And we are going to discuss that in this article.

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SaaS Customer retention Customer centricity Management 10

Brad Cleveland Blog

JULY 10, 2020

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on a variety of topics, but was focused on issues around staffing and scheduling. We discussed how offering great service typically saves money, something that may be counterintuitive to many. You can access the interview here.

Contact Center 20

Contact Center Consulting Consulting Customer Service 20

SmartKarrot

JULY 10, 2020

Undoubtedly, Corona Virus has become the hottest talk of the now. You will have to gear up and disallow this from cripple your brand. Desperate to flatten the COVID-19, customer success teams are working hard from their homes and straining remote work operations. As a Customer Success Leader, you must respond to these alerts and be prepared with both short-term and long-term goals.

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Employee engagement Education Self service Best practices 10

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

C Space

JULY 10, 2020

The Brand Move Roundup – July 10, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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Transportation Construction Government Advertising 52

Back Office Centers

JULY 10, 2020

When it comes to back office support services , the focus of business owners always keeps on shifting. Due to their many roles and responsibilities, they are unable to maintain the level of quality that is required in today’s time. As nowadays there is an added pressure due to introduction of new compliances and security-related rules, back office support especially data-related work cannot be compromised.

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Big data outsourcing Call Center Accountability 40

ShepHyken

JULY 10, 2020

This week we feature an article by Daniel Bishop, an assistant editor and marketing consultant for ReallySimpleSystems. He shares multiple approaches to updating or creating your customer acquisition strategy. The phrase ‘customer acquisition strategy’ is one that you would rarely hear outside the confines of a corporate marketing department. For most businesses, customer acquisition simply involved choosing a marketing channel and publishing some kind of promotional content.

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Consulting Consulting Marketing Engineering 255