Talkdesk

AUGUST 3, 2020

By now, your entire workforce should be either working remotely or navigating a hybrid solution between working from home (WFH) and safely going to the office. In addition, your contact center might have witnessed some shifts in the composition of its staff. While some organizations have unfortunately experienced a downfall in business due to the coronavirus (COVID-19), others saw the need to hire more personnel to meet rising expectations and demands from customers.

Contact Center 117

Contact Center Personalization 117

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has also put the role and KPIs of CSMs squarely at the forefront of many organization’s and executive’s strategic decision processes.

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SaaS Accountability Metrics Sales 81

CSM Magazine

AUGUST 3, 2020

Trying to get a small business off the ground is no easy task. It’s becoming hard to find success, as more than 50% of small businesses fail in the first year, and more than 95% fail within the first five years. With such bad odds, many small business owners don’t have enough motivation to try and find success. However, growing a small business isn’t an impossible task.

voip 52

voip Coaching Engineering Feedback 52

Callminer

AUGUST 3, 2020

Cultivating emotional intelligence is important for every customer service agent. Here is a list of emotions and how to identify them.

Customer Service 336

Customer Service 336

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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.

Steve DiGioia

AUGUST 3, 2020

Snow. As far and wide as your eye can see. Thanks to the wind, in some places, it’s as high as your hip. Small patches of dry brown grass peek out from the high ridges and icicles hang from places I’ve never noticed. Then I see it. Meat. I had a conversation with someone the other day about the “ most memorable situations ” we’ve had during our career and quickly, one stood out.

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Management 211

GetFeedback

AUGUST 3, 2020

How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line.

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Outsource Consultants

AUGUST 3, 2020

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . So what does that mean for your call center operations? In short, traveling customers will have even more *cough* baggage *cough* to handle than before. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. Award Winner Second Year in a Row. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact c

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Contact Center Technology contact center solutions Virtual Agent 124

pindrop

AUGUST 3, 2020

Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. Fraudsters often use Interactive Voice Response (IVR) systems to mine information, which they subsequently leverage to commit fraud at various other touchpoints downstream.

Interactive Voice Response 117

Interactive Voice Response Contact Center Banking Call flow 117

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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

GetFeedback

AUGUST 3, 2020

Interview with Nicole Sult, senior director of customer experience at Lippert Components—the world’s leading supplier of high-quality RV products—about her career in the customer experience space.

Customer Experience 88

Customer Experience 88

pindrop

AUGUST 3, 2020

On a quiet Friday afternoon a family member of mine, who will remain anonymous for my own protection, received an email from a man from Australia claiming to be a long lost brother. Since her father had recently passed away, a new familial connection can seem like a very pleasant prospect. The moment I heard this, my disbelief began immediately. In my line of work, unexpected good news from the internet usually means fraud is about to happen.

Personalization 113

Personalization 113

CSM Practice

AUGUST 3, 2020

In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. However, the posted question was countered by Boaz Maor, Chief Customer Officer at Talech, who explained the new methodology that will help you think through how to align the

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

Jon Arnold

AUGUST 3, 2020

Public writing has been lighter lately, but as my newsletter readers would know, that doesn’t mean I’m not busy. Here’s my monthly digest of I was writing about in July. Future-proof Your UC Strategy with These 3 Best Practices , TechTarget, July 31 How to Make a Business Case for Unified Communications , TechTarget, July 22 6 Unified Communications Benefits for Business Productivity , TechTarget, July 22 3 Themes Emerging in Speech Tech , No Jitter, July 21 Google, Microsoft and Slack - Which C

Best practices 83

Best practices 83

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

NICE inContact

AUGUST 3, 2020

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label.

Call Center 67

Call Center Contact Center Customer Service Best practices 67

GetFeedback

AUGUST 3, 2020

Everything you need to know to conduct a successful user research program.

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DMG Consulting

AUGUST 3, 2020

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. Sales, Marketing and Enterprise Uses of Interaction Analytics. 7/14/2020.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Concentrix

AUGUST 3, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, several countries continue the race for a new vaccine, with India beginning clinical human trials and two pharmaceutical companies in the US beginning safety and efficacy trials. In Brazil, more than a million volunteers signed up to test an experimental Chinese.

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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

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. 7/23/2020. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report.

Consulting 62

Consulting Consulting Analytics Marketing 62

TeamSupport

AUGUST 3, 2020

“Due to increased call volume, hold times may be longer than usual.” How many times have we heard that when calling a customer support line? It’s frustrating enough when you have an issue that you need to get resolved without waiting endlessly on hold if you’re calling, or for an e-mail response if you’ve e-mailed in. And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients.

B2B 64

B2B Customer Support Abandon rate Self service 64

LiveVox

AUGUST 3, 2020

We demoed SpeechIQ, the latest addition to the LiveVox contact center platform suite, at last week’s Strategy and Tech virtual conference. Jason walks you through how to sift through the treasure trove of data in your recorded customer calls, a few use cases where speech analytics is most applicable, and of course, how easy it […]. The post SpeechIQ Introduction with LiveVox’s Jason Queener appeared first on Livevox.

Analytics 54

Analytics Contact Center 54

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights. Our Research on Research (RoR) study.

Government 52

Government Metrics Surveys Feedback 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

Quiq

AUGUST 3, 2020

Share This Story When consumers have questions, they turn to Google for answers. When consumers want quick and convenient conversations, they turn to messaging. So, what if I told you there was a way to combine the power of Google’s search with the convenience of messaging to make it super easy for your customers to find and engage with you? . Well there is.

Upselling 52

Upselling Contact Center Sales Customer Care 52

kommunicate

AUGUST 3, 2020

In the month of July, we have added some powerful features and updated the existing ones to improve your overall experience with your favorite customer support tool Kommunicate. If you have missed the previous updates, please head here. Web APP Facebook Integration Facebook messenger Rich messages Now you’ll be able to use rich messages in [.]. The post Here’s What’s New from July 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.

Customer Support 52

Customer Support 52

Quiq

AUGUST 3, 2020

Share This Story Today’s consumers expect the ease and convenience of digital engagement as part of their experience with brands. With customer expectations increasing every day, companies are rapidly introducing digital channels to replace or co-exist with their existing traditional channels like phone and email. Here’s how to add digital customer service to your existing channels: Identify your common questions .

Customer Experience 52

Customer Experience Interactive Voice Response Contact Center Chatbots 52

bold360 Blog

AUGUST 3, 2020

A big aspect of customer experience is technology. It’s a transformational element that touches every aspect of our lives. It’s getting us through a world beset by COVID-19. It’s how we still get groceries, work from home or communicate with loved ones. But access to technology is still not equal for everyone. How do we change that? In our latest episode, we spoke with Bridgette Wallace , Founder of G | Code House , which connects women of color to educational and employment opportunities in the

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Education Technology Customer Experience 52

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

ChaseData

AUGUST 3, 2020

As the COVID-19 pandemic has spread across the globe, companies from numerous industries have taken on new responsibilities. Much in the way that many companies put their resources and workforce toward new causes during major wars in the past, today’s efforts by everything from car companies to clothing manufacturers to meet worldwide virus-fighting needs are geared toward the common good.

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Business Process Outsourcing outsourcing Call Center Management 52

bold360 Blog

AUGUST 3, 2020

?. Subscribe via iTunes , Spotify and more. The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Banking 52

Banking Chatbots Customer centricity Technology 52

BetterXperience

AUGUST 3, 2020

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