NobelBiz

FEBRUARY 17, 2023

No call center wants to disappoint its customers. But many don’t realize how poor service on the phone can have a significant impact on production and their income. Today, it is critical to provide an experience that is suited to your clients’ expectations. Even if you sell the most inventive and one-of-a-kind product on the market, the smallest mistake during the customer experience can have major effects.

Customer Service 52

Customer Service Automatic Callback Call Center Average Handle Time 52

Cisco - Contact Center

FEBRUARY 17, 2023

When faced with the realities of the climate crisis through severe weather events like flooding, hurricanes, and heat waves, we often shut down emotionally due to overwhelming feelings of fear and… Read more on Cisco Blogs

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Quiq

FEBRUARY 17, 2023

Consumers’ default expectations include personalized service when interacting with brands online. But they’re also increasingly concerned about data privacy. When it seems like every company is collecting data on them, consumers start to get worried. So how do you deliver personalized customer service in the age of data privacy? It’s a delicate balance that depends on honesty, transparency, and thoughtfulness.

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Personalization Chatbots Best practices Customer Service 77

Cisco - Contact Center

FEBRUARY 17, 2023

Our global partner community has made one need clear—to assist them in rationalizing their Cisco business portfolio and highlight the paths to growth.

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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.

Jon Arnold

FEBRUARY 17, 2023

Last week , I posted my first Enterprise Connect shout-out - am one of the judges for the Innovation Showcase, so if you’re a rising star in this space, you should check out my post. Now it’s time to get my Enterprise Connect session on your radar. If you don’t know, this is the 5th year doing my update talk on the state of speech technology applications for enterprises.

Enterprise 69

Enterprise Technology 69

LiveVox

FEBRUARY 17, 2023

Members from the LiveVox Women in Tech (WIT) Community of Interest recently hosted a virtual Coffee Chat to welcome new CEO John DiLullo. In a candid conversation with WIT, John shares his thoughts on fostering gender equality in the workplace. He also talks about what makes an effective leader, trends impacting the contact center industry, […] The post LiveVox’s Women in Tech Coffee Chat: CEO John DiLullo on Diversity in Tech, Leadership, Industry Trends, and Change appeared first on Live

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Contact Center 65

Cisco - Contact Center

FEBRUARY 17, 2023

Even today, there is a sizeable U.S. population without internet connectivity.

Wireless 98

Wireless 98

Anexa BPO

FEBRUARY 17, 2023

In today’s competitive business world, customer experience (CX) has become a critical component of any successful business strategy. In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation. A recent article titled “Five Steps to Avoiding B2B CX Failure in 2023” offers valuable insights into how B2B companies can improve their CX in the coming years.

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B2B Bilingual agents Outbound sales B2C 52

24-7 InTouch

FEBRUARY 17, 2023

High touch customer service in the gig economy is a growing priority as more brands across the globe continue to leverage contract workers as part of their business model. We partnered with a delivery service owned by a large multinational retail corporation to provide support to delivery drivers. We leverage our expertise in the gig economy to launch and scale quickly while achieving key performance metrics: 95%+ CSAT 95% Service levels (Goal of 80%) 85%+ Voice Handled Compliance The post Case

Metrics 52

Metrics Service level Customer Service 52

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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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CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. Call centers are known for notoriously high employee turnover. In fact, the average tenure of a call center agent is around 22 months, and the annual attrition rate among India-based call center agents ranges from 28% for in-house agents to 38% for external subcontractors.

Customer Service 52

Customer Service Call Center Morale Surveys 52

NobelBiz

FEBRUARY 17, 2023

One thing that can’t be disputed by call center agents and managers is the detrimental impact that angry clients have on working conditions. As a result, some agents are looking for strategies to minimize their contact with unhappy clients. We refer to this as the “call avoidance” phenomena. But it’s also hard to take being harassed by consumers seriously on a daily basis.

Call Center 52

Call Center Wait times Self service call center software 52

CSM Magazine

FEBRUARY 17, 2023

Excellent customer service is essential for security companies. It helps them build trust with their clients, as well as gain customer loyalty and business over the long term. Great customer service also helps security companies prevent potential problems before they occur, by communicating quickly and clearly with their customers and addressing concerns they may have had overlooked.

Customer Service 52

Customer Service Customer Support Technology Sales 52

SmartKarrot

FEBRUARY 17, 2023

Role: Vice President, Business Development and Customer Success Location: United States (Remote) Organization: AnitaB.org As a Vice President, Business Development and Customer Success you’ll develop a plan to educate and sell our clients on our goods and services in a way that will support the development of their cultures of diversity, equity, inclusion, and belonging.

Education 19

Education CRM Accountability Technology 19

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

Lumoa

FEBRUARY 17, 2023

Lumoa Product News for February 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! New export process Previously, Lumoa exports were limited to a max of 25k feedback. This meant that if you needed to export more than that, you needed to do multiple exports, combine them after the fact, and it could become messy.

Feedback 83

Feedback Surveys Management 83

SmartKarrot

FEBRUARY 17, 2023

Role: Vice President, Business Development and Customer Success Location: United States (Remote) Organization: AnitaB.org As a Vice President of Business Development and Customer Success you’ll develop a plan to educate and sell our clients on our goods and services in a way that will support the development of their cultures of diversity, equity, inclusion, and belonging.

Education 19

Education CRM Accountability Technology 19

NobelBiz

FEBRUARY 17, 2023

If you run a call center, you know how important it is to provide excellent service to customers. That includes responding quickly to their inquiries and offering the best customer experience while maintaining excellent agent performance. You might be surprised to learn that a simple yet paramount calculation can help you evaluate the efficiency of your call center.

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Service level Call Center Abandon Call First call resolution 52