ChurnZero
JANUARY 10, 2023
This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, our clients and candidates always ask, “What are you seeing in the workforce today?
Contact Center Pipeline
JANUARY 10, 2023
Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX). Customers and staff get it—both foreseen and unforeseen “events”. I’ve covered, been responsible for the […].
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Cisco - Contact Center
JANUARY 10, 2023
As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results. Ending a chaotic 2022 with the Federal Reserve in their December meeting raising interest rates to control inflation another 50 basis points following four consecutive 75 basis point
Fonolo
JANUARY 10, 2023
Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There are so many questions — and some concerns, too. Some people worry that AI is dangerous. Others have their eyes on job loss, thinking that AI might replace human agents altogether.
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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.
ChurnZero
JANUARY 10, 2023
No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. This essential aspect of your job can also be one of its most time-consuming. That’s why, today, ChurnZero launched Customer Success AI , an incredible way to supercharge your customer communications and develop impactful new approaches to the work you do.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
JANUARY 10, 2023
What is social customer service? It’s exactly what it sounds like! Providing support, informational resources, and engagement to your customers over social media channels. We know it seems like WhatsApp, Facebook, Twitter and the like are places to share funny photos of your pets or humble brag about your family vacation to the Bahamas, but […].
COPC
JANUARY 10, 2023
By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. In my experience, this is the foundation of the employee experience and can be the catalyst that impacts employee work behavior and the level of customer service they offer customers.
Nuance
JANUARY 10, 2023
The events of recent years have driven dramatic changes in how and where we work. For some organizations, digital transformation simply accelerated to accommodate this shift, but for others, it meant a sudden step onto the first rung of that technology ladder. In many industries, these changes persisted as employees settled into working from home [.].
Helpware
JANUARY 10, 2023
Despite the popularity of instant messaging, chat, and social media, you shouldn't give up on email just yet. Electronic mail remains one of the best, most cost-effective tools for marketing. In addition, email support is a reliable workhorse in the customer service industry. When used for personal purposes, sending and receiving emails usually doesn’t convey a false sense of urgency.
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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
Influitive
JANUARY 10, 2023
Ever wonder how your dental hygienist remembered to ask you about your vacation to Utah or your new puppy? While they may have a vault-like mind, chances are they add notes to your patient file after (or maybe even during) each visit. But don’t let this taint the personal experience you have during your checkup. […]. The post How Notetaking Builds Lasting Customer Relationships appeared first on Influitive.
Nuance
JANUARY 10, 2023
… Dragon Legal Anywhere: A perfect cloud-based fit for the new normal Read More » The post Dragon Legal Anywhere: A perfect cloud-based fit for the new normal appeared first on What’s next blog.
COPC
JANUARY 10, 2023
By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, livepro We all know employee perceptions of how they are treated directly influence their feelings about their employer. In my experience, this is the foundation of the employee experience and can be the catalyst that impacts employee work behavior and the level of customer service they offer customers.
CSM Magazine
JANUARY 10, 2023
For betting sites, customer experience technology is becoming a key factor in the success of their business. From automated personalization to AI-powered video integration and data analytics, this cutting edge tech is providing customers with an interactive and fulfilling betting journey – one that allows them to feel valued as they enjoy tailored services matched specifically for them.
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.
Russel Lolacher
JANUARY 10, 2023
In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. A few reasons why he is awesome – he is the founder of Sparkpath, an organization founded to help students change their mindsets to help them create extraordinary careers, creator of the Challenge Ca
Spearline
JANUARY 10, 2023
Q&A Series filmed in Spearline HQ: Question 1 Chief Product Officer at Spearline, Tsahi Levent-Levi, answers “Is there a typical ‘catalyst’ moment when customers realize they need WebRTC monitoring?” About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services.
CSM Magazine
JANUARY 10, 2023
Job dissatisfaction is a serious matter and affects the overall productivity of the organization/company. If employees are unhappy, it is the failure of the organization. Apart from reduced productivity, job dissatisfaction can lead to lost revenue as the employees don’t feel motivated to do their best. Enterprises or managers can identify the causes of employee dissatisfaction and address their concerns.
Spearline
JANUARY 10, 2023
Q&A Series filmed in Spearline HQ: Question 2 Chief Product Officer at Spearline, Tsahi Levent-Levi, answers “Can testRTC capture the signaling traffic during the call setup phase of a WebRTC call?” About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services.
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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.
CSM Magazine
JANUARY 10, 2023
As an online casino owner, providing great customer support is key to success. It doesn’t matter if you are offering the most attractive bonuses or new games—if customers don’t have a top-notch experience with your service, they won’t come back. From incorporating live chat and replies within 24 hours, to outstanding customer loyalty programs – these ten tips will help ensure excellent player satisfaction. 1.
Spearline
JANUARY 10, 2023
Q&A Series filmed in Spearline HQ: Question 3 Chief Product Officer at Spearline, Tsahi Levent-Levi, answers “What differences do you see for companies that have adopted the testRTC product suite to those who have not?” About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services.
CSM Magazine
JANUARY 10, 2023
Prymo Surface Solutions has doubled the size of its business in just six months following the implementation of a BigChange job management system. Offering a complete repair, restore and resurface solution for any type of surface, Prymo has dramatically increased productivity in the office by eliminating paperwork and introducing automated workflows.
ShepHyken
JANUARY 10, 2023
B2B or B2C…CX is CX . Putting the Human Experience First as a Business Strategy. Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees.
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!
CSM Magazine
JANUARY 10, 2023
Because of how gambling works, you must focus intensely and this may put your physical, financial, and occasionally emotional self at stake. If customers get upset while playing, they will lose focus and money and maybe even start an argument with other players. Even though it may seem impossible, cyberbullying makes getting emotional worse. In an emotional state, you might violate some of the casino’s policies, which would result in your banishment.
SQM Group
JANUARY 10, 2023
Based on our research with over 500 leading North American call centers, we have determined the top 3 tips for improving agent resignation and quiet quitting.
SmartKarrot
JANUARY 10, 2023
Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Delivering quarterly Business Reviews to demonstrate value and ROI to the customer base.
JustCall
JANUARY 10, 2023
Consistent and crystal-clear business communication is key when it comes to running a contact center – of any size and industry. Today’s ultra-competitive business environment highlights the need to serve customers round-the-clock. As a call center, you can only achieve that with a future-proof cloud-based business phone system packed with tons of advanced functionalities.
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
Vistio
JANUARY 10, 2023
Your agents are foundational to better customer experience. And the technology they use is crucial to their performance. But not all tools are created equal. Agents can get stuck using tech that addresses financial and operational requirements but doesn’t meet their needs, laying the groundwork for low adoption and dissatisfaction. Because agents are the ones using contact center tools, leaders need to hear their voices.
AWS Machine Learning
JANUARY 10, 2023
Amazon SageMaker is a fully managed machine learning (ML) service. With SageMaker, data scientists and developers can quickly and easily build and train ML models, and then directly deploy them into a production-ready hosted environment. It provides an integrated Jupyter authoring notebook instance for easy access to your data sources for exploration and analysis, so you don’t have to manage servers.
Vistio
JANUARY 10, 2023
Your agents are foundational to better customer experience. And the technology they use is crucial to their performance. But not all tools are created equal. Agents can get stuck using tech that addresses financial and operational requirements but doesn’t meet their needs, laying the groundwork for low adoption and dissatisfaction. Because agents are the ones using contact center tools, leaders need to hear their voices.
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