Balto
MAY 9, 2023
As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Not to mention, it can hinder your operational efficiency and make you incur hefty monthly expenses.
ShepHyken
MAY 9, 2023
Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.
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Lumoa
MAY 9, 2023
In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.
Cisco - Contact Center
MAY 9, 2023
This week is Teacher Appreciation Week, and we at Cisco want to send a big THANK YOU to teachers around the global who do so much for our students and our communities!
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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.
Webtext
MAY 9, 2023
INDIANAPOLIS, Ind. – May 9, 2023 – SharpenCX, an all-in-one unified contact center platform, today announced it has completed the acquisition of Webtext, an omnichannel messaging solution. This acquisition brings Sharpen’s mission to empower exceptional agent and customer experiences to on-premises contact centers, allowing rapid digital transformation supporting messaging, webchat and social channels.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
MAY 9, 2023
It doesn’t matter if your company is customer-facing or B2B. Your greatest responsibility is protecting both your and your consumers’ personal information. Failing to do so won’t only have serious implications for you—social, financial, ethical, and even legal implications, at that—but also for the clients who entrusted you with their most sensitive privacies.
Cisco - Contact Center
MAY 9, 2023
The shift to digital has permeated almost every facet of modern life, including communication, work, learning, and socialization.
AWS Machine Learning
MAY 9, 2023
Healthcare data is complex and siloed, and exists in various formats. An estimated 80% of data within organizations is considered to be unstructured or “dark” data that is locked inside text, emails, PDFs, and scanned documents. This data is difficult to interpret or analyze programmatically and limits how organizations can derive insights from it and serve their customers more effectively.
Cisco - Contact Center
MAY 9, 2023
Since 2020, there has been a dizzying number of cybersecurity directives and orders from governments around the world.
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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
LiveVox
MAY 9, 2023
Change can seem daunting, especially when it involves businesses that are transitioning to something new like a cloud-based phone system. In the ever-evolving call center industry, change is guaranteed, though. The post The Rules of The Road For a Cloud Based Phone System appeared first on LiveVox.
Cisco - Contact Center
MAY 9, 2023
Cisco U. Snack Minute has reached a significant milestone with its 100th episode, and it’s worth celebrating.
Concentrix
MAY 9, 2023
Learn how Concentrix’s customer experience research solution can help you better understand the customer lifecycle—driving your brand to CX growth.
Cisco - Contact Center
MAY 9, 2023
Considering that 100% of B2B buyers prefer a self-service buying process, and that 55% of B2B buyers rely on digital content when making purchasing decisions, marketers must be able to connect with… Read more on Cisco Blogs
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.
AnswerConnect
MAY 9, 2023
Humanizing your brand builds client relationships. Learn how to prioritize customer satisfaction and maintain open lines of communication. The post How to humanize your brand and build trust with customers appeared first on AnswerConnect Blog.
24-7 InTouch
MAY 9, 2023
WINNIPEG, MB – MAY 9, 2023 – IntouchCX, a global leader in contact center and technology solutions, has partnered with Modulate to provide powerful live voice chat moderation tools for their gaming brand partners. IntouchCX is the first BPO partner for Modulate and its product ToxMod, which is the only proactive voice-native moderation solution available today.
Ann Michaels and Associates
MAY 9, 2023
When you are in the business of evaluating customer services levels for your clients, you tend to notice the details. Walk into an ice cream store with your kids or grandkids and you are automatically in tune with the “vibe” of the store. Is there music playing? How easy/hard is it to figure out the menu options? Were you greeted when you walked in the door?
CSM Magazine
MAY 9, 2023
In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression.
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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.
Cisco - Contact Center
MAY 9, 2023
On a recent Sunday, I went to Phoenix with my mom. She is an accomplished fiber artist who was asked to take part in a TV show highlighting her art quilts.
Brad Cleveland Blog
MAY 9, 2023
When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment. Depending on where your organization is in this process, some may seem underdeveloped or out … Continue reading → The post 7 Characteristics of Customer Advocacy: A Self-Assessment appeared first on Brad Cleveland.
The Petrova Experience
MAY 9, 2023
Hospitality is a cornerstone of customer experience in travel , healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer loyalty. However, when it comes time to cut costs, it is often where businesses start. Today, we are looking at three mistakes in hospitality implementation that promise to save money in the short-term, bult ultimately do not deliver CX impact you need and your customers deserve.
Voiptime
MAY 9, 2023
We always mention that all vital decisions you make regarding call center management, call center operations optimization, workforce management, or scaling up strategy development have to be based on precise statistical data. What do we mean by it?
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!
Back Office Centers
MAY 9, 2023
Large American corporations continue to struggle with back-office tasks. Nothing is more infuriating than wanting to concentrate on worthwhile endeavours but being forced to waste time on administrative duties. For a variety of reasons, including cost savings, enhanced effectiveness, better scalability, access to specialised knowledge, and utilising technology, businesses outsource their back office support services.
Stratifyd
MAY 9, 2023
Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Hello world! appeared first on Stratifyd.
ConvergeOne
MAY 9, 2023
Brad Cleveland Blog
MAY 9, 2023
When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment. Depending on where your organization is in this process, some may seem underdeveloped or out … Continue reading → The post 7 Characteristics of Customer Advocacy: A Self-Assessment appeared first on Brad Cleveland.
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
SmartKarrot
MAY 9, 2023
Role: Customer Success Manager Location: Durham, NC, United States (Remote) Organization: Upswing As a Customer Success Manager, you’ll manage a $1 million or less yearly book of business that is typically made up of 20 to 30 partner institutions. To ensure proper and complete use of the Upswing products, develop strong relationships with stakeholders and university and college administration.
Lumoa
MAY 9, 2023
Lumoa Product News for April 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! Try the new Impact Page We are going to be recreating the Impact page in Lumoa. You can try it out right now by logging in to Lumoa, but we wanted to showcase why we are making this change: The new impact page should be faster and more consistent in how it loads
NobelBiz
MAY 9, 2023
Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and perfo
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