ShepHyken
OCTOBER 12, 2021
Beyond Happiness. How Authentic Leaders Lead with Happiness and Humanity. Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact. They discuss how leaders can adapt to the new workplace by being authentic and aligned with their purpose.
Contact Center Pipeline
OCTOBER 12, 2021
It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something is just not right. She went to several doctors who told her nothing is wrong and maybe it is because she […].
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Fonolo
OCTOBER 12, 2021
Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use.
HelpCrunch
OCTOBER 12, 2021
Phew! Thank God, this hectic day is almost over. You’re about to go home when suddenly you hear this clicking sound. It’s a new message from a customer. Let’s see… Well, someone is in trouble [ … ]. The post How to Deal with Rude Customers: 7 Best-Working Strategies appeared first on HelpCrunch blog.
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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.
Nicereply
OCTOBER 12, 2021
Equipping your support team with contextual customer data is one way to lower that effort. In today’s connected world, we have an unprecedented opportunity to gather and analyze data. Data is everywhere! Most companies have access to data through apps, webpages, coupon codes, etc. Software as a Service (SaaS) and Internet of Things (IoT) technologies are especially suited to understand virtually all aspects of how their products are used.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
OCTOBER 12, 2021
In this episode of the Spearline podcast Josh and Kees are delighted to be joined by Andy Gent, CEO of Revector to talk about fraud on telecoms networks. Andy has been in the telecoms industry for over 20 years and set up Revector to combat SIM Box fraud against mobile network operators in 2001. We talk about Andy’s vast experience in the telecoms industry and we delve into the world of grey routes, fraud on telecoms networks and much more.
VirtualPBX
OCTOBER 12, 2021
The leaves are falling and so are prices on our most popular plan! Until the end of October, take advantage of 20% savings on our Advanced Unlimited Minutes Plan. But act fast, this deal on our customer favorite plan is over on November 1st 2021. What Makes the Advanced Plan the Most Popular? First, let’s start with the basics. Like all of our Unlimited Minutes Plans, the Advanced Plan includes unlimited local minutes to all 50 of the United States and Puerto Rico, Canada, and Mexico.
Advantage Communications
OCTOBER 12, 2021
The chances are good that you’re investing in marketing and advertising efforts to bring customers through your doors, but are you putting the same effort into improving your customer service program ?
Nuance
OCTOBER 12, 2021
What do you do at Nuance? Share a little about your team. I lead the Security Intelligence and Operations team, and we look after operational security, incident response, and threat hunting as part of our Chief Information Security Officer’s (CISO) team. My team’s mission is to detect and respond to threats and keep Nuance, our [.] The post Our Global Security Team: Superheroes keeping us safe and secure appeared first on What’s next.
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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
Avoxi
OCTOBER 12, 2021
11 Benefits of Moving Your Hotel Phone System to the Cloud Customers have a lot of hotels to choose from when booking travel plans. Your brand’s phone system can play a major role in their guest experience. If you haven’t moved your hotel communications and phone system to the cloud yet, now’s the time to… The post 11 Benefits of Moving Your Hotel Phone System to the Cloud appeared first on AVOXI.
Transparent BPO
OCTOBER 12, 2021
The right attitude is only the first step to becoming a successful agent. By Pat Ricken, Director, Learning & Leadership Development, Transparent BPO In today’s all too impersonal digital world, interpersonal skills are almost non-existent. Many find it too easy to block or “unfriend” someone who challenge or frustrates us. Thus, many prospective customer care […].
Ansafone
OCTOBER 12, 2021
In order to maintain a successful business or organization, operations must flow smoothly and efficiently to ensure it stands out from the rest in the industry. Partnering with a contact center means receiving the support needed to place business of all sizes on the right path to growth and expandability. From up-to-date technology to highly-trained … 5 Ways a Contact Center Can Enhance a Business Read More ».
Strategic Contact
OCTOBER 12, 2021
Work From Home (WFH) programs have moved from the sidelines to center stage in most contact centers, courtesy of COVID-19. Thousands of agents worldwide scrambled to set up home offices all the while addressing higher call volumes, longer handle times, and a myriad of changes related to their physical separation from teammates, coaches, and leaders.
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.
ClientSuccess
OCTOBER 12, 2021
As a CSM, you spend countless hours in customer meetings, communicating with customer contacts, and engaging with internal and external resources. There is no doubt that one of the most critical required skills for any CSM is to be a good communicator. But connecting with your customers on a deeper level requires more than just knowing how to explain complex products in detail.
NobelBiz
OCTOBER 12, 2021
Jason Cutter is joining our sales expert, Christian Montes, for a frank discussion on the ins and outs of sales. Founder of Cutter Consulting Group and podcaster extraordinaire, he's bringing hands-on experience and valuable advice on how to scale for success, the value of sales, and authentic persuasion. The post Reclaiming Sales through Authentic Persuasion, with Jason Cutter appeared first on NobelBiz®.
Nuance
OCTOBER 12, 2021
What do you do at Nuance? Share a little about your team. I lead the Security Intelligence and Operations team, and we look after operational security, incident response, and threat hunting as part of our Chief Information Security Officer’s (CISO) team. My team’s mission is to detect and respond to threats and keep Nuance, our [.] The post Our Global Security Team: Superheroes keeping us safe and secure appeared first on What’s next.
NobelBiz
OCTOBER 12, 2021
Companies and contact centers have been compelled to modify their way of communication as a result of the digital revolution that has been taking place for some years, and the field of telecommunications is no exception! In terms of technical developments and discoveries, the telecommunications business is really highly active. These evolutions, of which WebRTC is a part, enable the ongoing improvement of remote communications by making new and adaptable capabilities available to the market.
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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.
pindrop
OCTOBER 12, 2021
Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. After several minutes of a frustrating online experience, you call the customer service number but find out that there is no option to reset the password in the automated menu.
Quiq
OCTOBER 12, 2021
Share This Story. For eCommerce brands, the long-awaited arrival of automated business messaging on one of today’s most widely used social platforms presents a massive opportunity to deliver seamless, end-to-end shopping experiences. To help illustrate this opportunity, we’ve outlined several key points throughout customers’ online shopping journey for eCommerce brands to incorporate highly-personalized and automated conversations — entirely within Instagram. 1.
NobelBiz
OCTOBER 12, 2021
Having your resources aligned in a seamless manner, in order to maximize efficiency for scheduling and planning your agents time. The solution: intraday management, reducing the unexpected and element of surprise in order to deliver good customer service. The post VIDEO & ARTICLE: How Do You Get Out of a Sales Slump? appeared first on NobelBiz®.
pindrop
OCTOBER 12, 2021
While the financial fallout from COVID-19 may have sent the US economy into a pandemic-induced hibernation in 2020, Americans woke this Spring to low interest rates, lower unemployment, new stimulus checks, and eventually more widely-accessible vaccinations. This may explain why consumer confidence, borrowing, and spending are trending up. Meanwhile, gains in the stock market are encouraging many Americans to invest (some for the first time), while others are taking the opportunity to relocate,
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!
NobelBiz
OCTOBER 12, 2021
As a salesperson, if you don’t make sales, you don’t make money. So what’s the secret for getting out of a sales slump? How do you approach this from a leadership perspective? Jason Cutter is bringing straight-forward and actionable advice on this! The post Video: How to Find the Right Salespeople appeared first on NobelBiz®.
LiveVox
OCTOBER 12, 2021
Contact centers versus call centers: what’s the difference? Most people use the terms “contact center” and “call center” interchangeably. After all, they are similar operations. Both are based on inbound and outbound communications with a company’s client base. However, although both serve the same purpose, they do have some marked differences that significantly change their […].
NobelBiz
OCTOBER 12, 2021
Putting the customer at the forefront of your business, instead of always having a monologue, can make a difference in a customer’s journey. Jason thinks you can gain a customer’s loyalty by providing them the wisdom your company embodies through knowledge and information. The post Video: How Have Customer Expectations Changed? appeared first on NobelBiz®.
CSM Magazine
OCTOBER 12, 2021
Amazon Connect users across the globe can now leverage PCI Pal’s secure payments solutions for additional payment security and compliance options. PCI Pal – the global provider of secure payment solutions – today announced a new integration with Amazon Connect to offer its customers worldwide with additional options for payment security and compliance with PCI Pal omnichannel secure payment solutions.
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
NobelBiz
OCTOBER 12, 2021
Sales scripts get a bad rep, but they provide a clear road map helping agents get the actual language that will make the customer say yes. The sales script is something that Jason comes back to often. Here’s his take on the difference between phone and in-person sales. The post Video: The Difference between Phone Sales and In-Person Sales appeared first on NobelBiz®.
Zappix
OCTOBER 12, 2021
A GI healthcare provider was looking for a digital solution to enhance patient engagement, better prepare patients for appointments, reduce appointment no-shows, and improve real-time post-appointment feedback capabilities with minimal need for IT team involvement.
NobelBiz
OCTOBER 12, 2021
Sales can be a challenging but rewarding profession and in the end, it's a performance-based career. How do you know if you have the right set of skills, motivation, and understanding of human nature? How do people end up as salespersons, after all? The post Video: Why Do People Take Sales Jobs? appeared first on NobelBiz®.
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