NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. Unfortunately, there are situations when fraud or scams are carried out using client information. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top.

Customer Experience 168

Customer Experience Surveys Customer retention Customer Service 168

Contact Center Pipeline

FEBRUARY 21, 2023

Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact center’s role in the customer lifecycle gained increasing importance. In today’s post-COVID-19 pandemic world, the contact center continues to be the “front office” for brick-and-mortar and online retailers.

Contact Center 130

Contact Center Customer Service Self service Feedback 130

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Journey mapping Surveys Banking 117

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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.

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. The good news is that there are still ways to get VoC programs back on track.

Gamification 83

Gamification Journey mapping Feedback Metrics 83

Abby Connect

FEBRUARY 21, 2023

In businesses of days past, you may remember a busy lobby or office space populated by endlessly ringing phones. Today, communication and customer service are still vital parts of keeping any business afloat—but more and more, managing these tasks in-house has become as outdated as the rotary telephone.

Answering services 97

Answering services Call Center Technology Management 97

C3Centricity

FEBRUARY 21, 2023

A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt a customer-first strategy. At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mo

90

90

AWS Machine Learning

FEBRUARY 21, 2023

We’re thrilled to announce an expanded collaboration between AWS and Hugging Face to accelerate the training, fine-tuning, and deployment of large language and vision models used to create generative AI applications. Generative AI applications can perform a variety of tasks, including text summarization, answering questions, code generation, image creation, and writing essays and articles.

Management 97

Management 97

ConvergeOne

FEBRUARY 21, 2023

Dell APEX (Application Performance and Experience) solutions are designed to help organizations improve the performance and user experience of their critical applications. Dell APEX combines hardware, software and services to deliver a comprehensive and integrated solution that can help organizations reduce downtime, improve application performance and ensure a high-quality user experience.

Management 88

Management 88

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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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Cisco - Contact Center

FEBRUARY 21, 2023

Three years, six days, and fourteen hours. That’s how long it has been since we were last able to experience an in-person Cisco Live in EMEA.

Personalization 93

Personalization 93

JivoChat

FEBRUARY 21, 2023

Are you a student aiming to enter the marketing field? In the current digital era, understanding the significance of digital marketing is crucial if you want to succeed in the industry. Due to the fact that most consumers now spend the majority of their time online, businesses are refocusing their marketing efforts on digital platforms. This implies that in order to satisfy the demands of the employment market, you as a marketing student must be familiar with digital marketing.

Marketing 75

Marketing Advertising Analytics Education 75

Helpware

FEBRUARY 21, 2023

Good customer service is a crucial element in the success of online casinos. Unlike regular casinos, which have in-house customer support, online casinos rely solely on online channels to assist players. That said, many new online casinos overlook this key component of customer support.

Customer Support 61

Customer Support Customer Service Call Center 61

Cisco - Contact Center

FEBRUARY 21, 2023

On my first day at Cisco, I was nervous and excited at the same time.

Management 98

Management Customer Experience 98

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

Arbeit

FEBRUARY 21, 2023

As businesses rely more on outbound calling to reach their customers, it’s becoming increasingly important to ensure that these calls aren’t mislabeled as spam or scam. Not only can this damage a company’s reputation, but it can also result in missed opportunities and lost revenue. Fortunately, there are steps that businesses can take to reduce the risk of having their calls mislabeled.

Best practices 52

Best practices voip Government Analytics 52

Abby Connect

FEBRUARY 21, 2023

No man is an island, as they say. In that same spirit, no attorney is a law firm. Running even the smallest legal office often requires support staff, from receptionists and clerks to paralegals and financial managers.

Management 52

Management 52

Vistio

FEBRUARY 21, 2023

In today’s labor market, retaining agents is more difficult than ever. Because agents have so many options, contact center leaders need to start understanding what qualities make for a good call center agent job—and learn how to deliver. So how can you invest in agent retention today? Keep your best talent. When you find agents who are knowledgeable, empathetic, and great at their job overall, you want to keep them.

Contact Center 52

Contact Center Morale Feedback Metrics 52

Abby Connect

FEBRUARY 21, 2023

There’s plenty that can motivate the ambition to build a law firm: professional esteem, financial freedom, and the desire to make a life-changing impact on people’s lives. And then there’s the reality of running any business: effective law firm management can take an apparently unmanageable amount of work.

Management 52

Management 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

Vistio

FEBRUARY 21, 2023

In today’s labor market, retaining agents is more difficult than ever. Because agents have so many options, contact center leaders need to start understanding what qualities make for a good call center agent job—and learn how to deliver. So how can you invest in agent retention today? Keep your best talent. When you find agents who are knowledgeable, empathetic, and great at their job overall, you want to keep them.

Contact Center 52

Contact Center Morale Feedback Metrics 52

Spearline

FEBRUARY 21, 2023

Agent Assure is a new tool that helps call center managers and IT support teams troubleshoot internet connectivity and call quality issues for work-from-home agents. Agent Assure is here! Are you tired of constantly dealing with poor call quality and connectivity issues with your work from home agents? We have some great news for you – Agent Assure is coming soon!

Call Center 52

Call Center Average Handle Time Self service Contact Center 52

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service selection will be more likely to promote it to others if they receive excellent customer service from your business. This article details seven great tips you can implement within your customer service strategy.

Customer Service 52

Customer Service Contact center software Wait times Contact Center 52

Injixo

FEBRUARY 21, 2023

Customers often ask us “what sort of person do I need to drive a workforce management system”? That’s a great question. Certainly, planners need to be good with numbers and they also need emotional intelligence. So do they need degrees in math and psychology? Probably not. But there are certain characteristics that all good contact call planners have.

contact center workforce 52

contact center workforce Contact Center Personalization Management 52

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

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas.

Best practices 52

Best practices Analytics Contact Center Coaching 52

SmartKarrot

FEBRUARY 21, 2023

Role: Head of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Builder.ai As a Head of Customer Success you’ll establish the customer success strategy, specify the desired operating model, and work together across the organisation to maintain ongoing alignment with the product, sales, and technical support teams.

Upselling 19

Upselling Technical Support SaaS Consulting 19

NobelBiz

FEBRUARY 21, 2023

Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. This means that the agents’ soft skills can make a big difference in how good your support is. Building customer loyalty and setting yourself apart from your competitors also depends on how competent are your agents.

Contact Center 52

Contact Center Call Center CRM Call Logging 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base. With the rapid evolution of SaaS platforms, the existing benchmarks of success are being replaced with new ones that better reflect the intrinsic value of functions and bu

Accountability 10

Accountability Management SaaS Finance 10

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

NobelBiz

FEBRUARY 21, 2023

The Customer Satisfaction Score is a popular metric used by call centers to assess buyer satisfaction. It instantly collects “on-the-spot” comments after a purchase experience or engagement with the brand to offer real-time client feedback. The CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective.

Call Center 52

Call Center Surveys Telecommunications Feedback 52

Fonolo

FEBRUARY 21, 2023

The on-going contact center conversion to SIP trunking technology has been an industry success story. Why? For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. And SIP trunking is super-flexible; it makes it easy for contact centers to add advanced features like speech analytics, Web Call-Backs (formerly Visual IVR), and conversation scheduling from third-party vendors.

Interactive Voice Response 142

Interactive Voice Response voip Contact Center Telecommunications 142

NobelBiz

FEBRUARY 21, 2023

Call centers must implement an ideal client experience more than before to differentiate themselves. However, delivering a seamless customer experience is challenging. Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. This is where the need for better management of callbacks in contact centers emanates.

Best practices 52

Best practices Contact Center Abandon rate Management 52