TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

ShepHyken

APRIL 24, 2023

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.

Customer Experience 156

Customer Experience Marketing Customer Service 156

TeamSupport

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

Customer Experience 98

Customer Experience Chatbots B2B Customer centricity 98

Cisco - Contact Center

APRIL 24, 2023

News flash: adversaries don’t care about vendor consolidation. In fact, they are counting on the lack of integration across your security stack to slip through the cracks and evade detection.

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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.

LiveVox

APRIL 24, 2023

Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase. That’s what you’ll find out in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product and Market Report which examines this high-demand industry, providing strategic insights into the changes […] The post LiveVox Receives Perfect Scores Across Three Categories in DMG Con

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Consulting Consulting Marketing Contact Center 75

Cisco - Contact Center

APRIL 24, 2023

Have you had a chance to check out the DevOps Shop video series? The first four installments in the series are out now. Let me tell you about it.

Education 78

Education 78

JivoChat

APRIL 24, 2023

Since its inception and subsequent rise in the early 2000s, social media has been leveraged by brands large and small as a highly targeted marketing tool, and almost two decades since the launch of Facebook, these sites continue to revolutionize the way businesses approach advertising. However, with so many social media platforms to choose from, deciding which to use (and how to use them) can feel overwhelming.

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Advertising Feedback Marketing B2B 75

Topdown

APRIL 24, 2023

The best and most successful leaders have proven an ability to create advantages where, historically, there aren’t any. Customer touchpoints are neither a disadvantage or advantage by their simple nature; it really depends on the approach of the individual organization or facilitator of that specific point of contact. In other words, turning customer touchpoints into an advantage is more than feasible.

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Sales Customer Experience 62

AWS Machine Learning

APRIL 24, 2023

According to a PWC report , 32% of retail customers churn after one negative experience, and 73% of customers say that customer experience influences their purchase decisions. In the global retail industry, pre- and post-sales support are both important aspects of customer care. Numerous methods, including email, live chat, bots, and phone calls, are used to provide customer assistance.

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APIs Customer Experience Feedback Chatbots 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

APRIL 24, 2023

I’ve recently connected with John Heiberger, and one of his hats is running the CCSC - Contact Center Solutions Consortium. This community serves to share knowledge that helps contact center leaders make better buying decisions. They run regular virtual webinars, and I’m going to be the presenter for the next one, which is this week - Thursday, April 27 at 1pm ET.

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Contact Center Marketing contact center solutions 59

Cisco - Contact Center

APRIL 24, 2023

Wow, talk about a year going by in the blink of an eye. RSA Conference is here!

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Concentrix

APRIL 24, 2023

Accurate insights are vital to VOC program success. Learn how to keep the integrity of your frontline customer experience survey intact.

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Surveys Customer Experience 62

Cisco - Contact Center

APRIL 24, 2023

It’s that time of the year again! Today kicks off the world’s largest security gathering, the RSA Conference.

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Personalization Analytics 72

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

Working Solutions

APRIL 24, 2023

There are long-standing and compelling reasons to consider outsourcing contact centers, including cost savings and improved ROI. However, with the continued focus on customer experience driving a multi-channel delivery model, it is important to consider other key elements beyond cost.

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outsourcing Contact Center Customer Experience Call Center 52

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO an

Coaching 52

Coaching Employee engagement Consulting Consulting 52

Working Solutions

APRIL 24, 2023

Adapting customer service coverage during peak or holiday season fluctuations is challenging to maintain. If you have a strategy in place, it’s easier to scale and manage those high traffic needs, especially if you have product issues which require hands-on customer care, holiday spikes, or even staff turnover.

Customer Service 52

Customer Service Customer Care Management outsourcing 52

LiveVox

APRIL 24, 2023

Mass SMS text messages make it easier for agents to reach more customers in a shorter time span. Online platforms make this task possible. Call center agents often use SMS software to send bulk text messages to their customers. An email to SMS gateway service is a tool that converts emails into an SMS message. […] The post Understanding How an Email to SMS Gateway Works appeared first on LiveVox.

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Call Center 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

Working Solutions

APRIL 24, 2023

There are long-standing and compelling reasons to consider outsourcing contact centers, including cost savings and improved ROI. However, with the continued focus on customer experience driving a multi-channel delivery model, it is important to consider other key elements beyond cost.

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outsourcing Contact Center Customer Experience Call Center 52

Vistio

APRIL 24, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                              In today’s episode, we will be continuing to explore AI and its impact on the CX community, specifically by viewing the relationship of human intelligence verses artificial intelligence. Fred Stacey joins us as we discuss the rapid growth of technology and how the acceleration of innovation makes AI an important part of business.

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Working Solutions

APRIL 24, 2023

Adapting customer service coverage during peak or holiday season fluctuations is challenging to maintain. If you have a strategy in place, it’s easier to scale and manage those high traffic needs, especially if you have product issues which require hands-on customer care, holiday spikes, or even staff turnover.

Customer Service 52

Customer Service Customer Care Management outsourcing 52

Kapta Customer Success

APRIL 24, 2023

There’s been talk of a recession for a while and it’s been a real rollercoaster ride. We’re still unsettled from COVID, a bank crisis, and massive layoffs. So, despite early optimism in 2023, it’s not surprising that economists now project a 64 percent chance of recession by the end of 2023.

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Accountability Banking Management 52

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

Working Solutions

APRIL 24, 2023

There are long-standing and compelling reasons to consider outsourcing contact centers, including cost savings and improved ROI. However, with the continued focus on customer experience driving a multi-channel delivery model, it is important to consider other key elements beyond cost.

outsourcing 52

outsourcing Contact Center Customer Experience Call Center 52

Cisco - Contact Center

APRIL 24, 2023

Despite ongoing challenges facing the public sector, including cyber threats, workforce shortages, and the overwhelming need to transform government services, there is good news for those tasked with… Read more on Cisco Blogs

Government 52

Government 52

The Petrova Experience

APRIL 24, 2023

How ChatGPT can help healthcare and other industries is consuming conversations far beyond patient and customer experience. As much as we are leading the charge about AI regulation , best practices, and guardrails, we are also seeing the opportunities to implement ChatGPT and other AI tools now that can positively impact patient experience and reduce physician burnout.

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Healthcare Wait times Technology Personalization 52

Knowmax

APRIL 24, 2023

The post 7 Best Knowledge Sharing Platform Examples In 2023 appeared first on Knowmax.

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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

ShepHyken

APRIL 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Spring Cleaning For Business: How To Embrace It In Customer Experience by Dan Gingiss (Dan Gingiss) Whether you have a Chief Experience Officer and official customer experience team or not, it’s important to periodically look at the entire customer journey from start to fin

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Customer Service Sales Customer Experience Technology 32

SmartKarrot

APRIL 24, 2023

Role: VP Customer Success Location: Austin, TX, United States (Hybrid) Organization: Prospera Hospitality As a VP Customer Success, you’ll create and organise a powerful CS squad. Recruit and manage the greatest personnel in the business, promote teamwork, discover opportunities for learning and growth, and teach team members to reach their full potential.

SaaS 19

SaaS Coaching Metrics Sales 19

JustCall

APRIL 24, 2023

Introduction CallHippo is one of the most popular VoIP software providers in the market. It is a robust business phone system that includes features such as: Power dialer Smart switch Global connect, etc. With that said, there are several other VoIP software applications available today that offer a greater number of features and let you do more as well.

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