Global Response

NOVEMBER 22, 2022

The post Top 2022 CX Trends That Will Impact Your Holiday Season appeared first on Global Response.

Contact Center 62

Contact Center 62

Callminer

NOVEMBER 22, 2022

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty.

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Contact Center Pipeline

NOVEMBER 22, 2022

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay. For most companies, it […].

At home agents 147

At home agents Contact Center Technology Management 147

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

Call Center 147

Call Center Management Benchmark Contact Center 147

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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.

Tethr

NOVEMBER 22, 2022

Customer Experience Virtual Summit 2020 invites you to hear from some of the most influential thought leaders in the CX world.

Customer Experience 113

Customer Experience 113

Tethr

NOVEMBER 22, 2022

Rather than being fearful of CX and AI taking something away from your business, allow it to take the customer experience to new heights.

Customer Experience 108

Customer Experience 108

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center. Before the rise of social media and digital channels, customers rarely engaged with a company or a brand for anything else, mainly because there were limited communication options outside of the contact

Technology 78

Technology Customer Service Contact Center Technical Support 78

AWS Machine Learning

NOVEMBER 22, 2022

This is a guest blog post co-written with Minghui Yu and Jianzhe Xiao from Bytedance. ByteDance is a technology company that operates a range of content platforms to inform, educate, entertain, and inspire people across languages, cultures, and geographies. Users trust and enjoy our content platforms because of the rich, intuitive, and safe experiences they provide.

Engineering 90

Engineering Entertainment Advertising Scripts 90

Tethr

NOVEMBER 22, 2022

Are you really coaching your call center agents? Or are you just managing performance? Here's how to be a good call center coach.

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Coaching Call Center Management 103

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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

ConvergeOne

NOVEMBER 22, 2022

“I will allow you to contact me in a variety of ways—web, mobile application, voice, chat, SMS and social media—and I may reach out to you proactively to help you.

Customer Experience 86

Customer Experience 86

AWS Machine Learning

NOVEMBER 22, 2022

Amazon Forecast is a fully managed service that uses statistical and machine learning (ML) algorithms to deliver highly accurate time-series forecasts. Recently, based on Amazon Forecast, we helped one of our retail customers achieve accurate demand forecasting, within 8 weeks. The solution improved the manual forecast by an average of 10% in regards to the WAPE metric.

Sales 81

Sales Metrics APIs Healthcare 81

Tethr

NOVEMBER 22, 2022

Shifting your strategy on customer experience during COVID-19 is essential. Reposition your customer efforts in this time of crisis!

Customer Experience 90

Customer Experience Customer effort 90

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Leaders increasingly understand that company culture strongly influences employee engagement — and employee engagement levels are excellent predictors of future turnover.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

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

Helpware

NOVEMBER 22, 2022

There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of pharmaceuticals, sustainability, or sending rockets to the moon, you are driven by people. You exist to serve them—and without them, you cease to exist at all.

Customer Support 78

Customer Support Customer Service 78

JivoChat

NOVEMBER 22, 2022

Regardless of the subject you are going to write about, knowing how to start an email plays a significant role in whether the recipient will keep reading the message or not. It’s fundamental to be polite, and analyze your target audience, and the purpose of the message. The way you open an email can impact directly the rate of success of an email marketing campaign, for instance.

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Personalization Marketing 75

Tethr

NOVEMBER 22, 2022

Announcing the arrival of the market’s first machine learning-based, predictive Effort score: the Tethr Effort Index (TEI)

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JivoChat

NOVEMBER 22, 2022

While generating leads is crucial, turning leads into paying customers is what will help you grow a business. However, many companies forget to nurture the sales process and only focus on increasing leads. Due to this, their sales and marketing efforts may not bring optimal results. . In this article, we’ll share eight tips on how to convert your leads into sales and build a lead conversion funnel.

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Sales CRM Marketing B2B 75

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

Quiq

NOVEMBER 22, 2022

Customer service has moved from call centers to contact centers—and they’ve gone next-gen. Technology has seen rapid growth over the last few years, and your customers’ expectations have grown with them. Nothing has made this clearer than messaging’s rise as the ultimate customer service channel. Keep reading to see how messaging delivers a modern customer service experience.

Customer Experience 73

Customer Experience Chatbots Contact Center Customer Service 73

AWS Machine Learning

NOVEMBER 22, 2022

Enterprises often need to communicate effectively to a large base of customers, partners, and stakeholders across several different languages. They need to translate and localize content such as marketing materials, product content assets, operational manuals, and legal documents. Each business unit in the enterprise has different translation workloads and often manages their own translation requirements and vendors.

APIs 70

APIs Enterprise Accountability industry standards 70

ClientSuccess

NOVEMBER 22, 2022

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. To truly tap into this new way of driving growth, here are 5 key strategies that other marketers have found to be effective: 1.

Marketing 69

Marketing Education Feedback Surveys 69

AWS Machine Learning

NOVEMBER 22, 2022

Amazon Rekognition is a computer vision service that makes it simple to add image and video analysis to your applications using proven, highly scalable, deep learning technology that does not require machine learning (ML) expertise. With Amazon Rekognition, you can identify objects, people, text, scenes, and activities in images and videos and detect inappropriate content.

APIs 69

APIs Metrics Technology 69

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Tethr

NOVEMBER 22, 2022

AI tools that integrate into Salesforce can fortify your intel with rich data about every conversation you’ve had with a prospect or current customer. That in turn helps convert more prospects into customers and keeps your existing customers happy.

Sales 62

Sales Customer Service 62

AWS Machine Learning

NOVEMBER 22, 2022

Companies that sell products or services online need to constantly monitor customer reviews left on their website after purchasing a product. The company’s marketing and customer service departments analyze these reviews to understand customer sentiment. For example, marketing could use this data to create campaigns targeting different customer segments.

APIs 68

APIs CRM Feedback B2C 68

Tethr

NOVEMBER 22, 2022

Conversation analytics platforms help you view trends and digest information en masse about customer interactions, including phone calls and chats. Once you have all the data, how do you drive changes that improve customer service and foster a good customer experience?

Analytics 62

Analytics Customer Experience Customer Service 62

Concentrix

NOVEMBER 22, 2022

Concentrix Earns awards from EcoVadis, Ecological Blue Flag Program, and for Greenhouse Gas emission reduction. The post Concentrix Recognized for Green Achievements appeared first on Concentrix.

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Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

Tethr

NOVEMBER 22, 2022

Are you confusing your customers? Customer confusion can derail sales, complicate normal business transactions, and lead customers to misuse your product (or stop using it altogether).

Sales 62

Sales 62

aircall

NOVEMBER 22, 2022

The current business landscape and challenging economic climate have resulted in a call for cost savings and enhanced efficiency. And who are executives looking at to uncover this more sustainable path forward? Operations professionals, of course. This refocusing of priorities has seen operations teams and ops managers, in particular, explore solutions to business challenges that offer streamlined processes and the greatest return on investment (ROI).

Consulting 62

Consulting Consulting Management Metrics 62

Tethr

NOVEMBER 22, 2022

Fraudbots, which are chatbots operated by cybercriminals, attack customer support chat channels at scale, aiming to access sensitive customer data and obtain payment methods.

Chatbots 62

Chatbots Customer Support 62