CCNG
MAY 3, 2023
In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. Many things have evolved from in person to remote training, from static and fixed training to just in time, from cumbersome technology to sleek technology, and from a brick and mortar structure to remote workers all around the world.
Bill Quiseng
MAY 3, 2023
Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.
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Calltools
MAY 3, 2023
Gone are the generations raised to believe the customer is always right. Employees today can have a tendency to take that frustration out on co-workers and even on customers — especially if they don’t feel appreciated, engaged, or otherwise happy in their roles. It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents.
TeamSupport
MAY 3, 2023
Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.
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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.
Cisco - Contact Center
MAY 3, 2023
This year marks the sixth annual global Cisco Partner Innovation Challenge and our continued celebration of the extraordinary innovative talent within our partner community.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JivoChat
MAY 3, 2023
Crafting personal statements for admissions is daunting. It presents an opportunity to showcase your strengths to bolster your application process. To create a sincere personal narrative, learn the techniques of storytelling. These techniques encompass understanding your audience, identifying your message, and adopting a show, Not tell method. With these strategies , you can compose a personal statement distinguishing you from other applicants.
AWS Machine Learning
MAY 3, 2023
This post is co-written by Jyoti Sharma and Sharmo Sarkar from Vericast. For any machine learning (ML) problem, the data scientist begins by working with data. This includes gathering, exploring, and understanding the business and technical aspects of the data, along with evaluation of any manipulations that may be needed for the model building process.
JivoChat
MAY 3, 2023
One of the mistakes marketers make is assuming undergraduates don’t have money. Undergraduates are not wealthy. However, you’ll be surprised at the things they spend cash on. They include electronics, fashion , and restaurants. University students are mostly Gen X, Gen Z, and millennials. Their age ranges from 19 to 25 years. As a result, traditional marketing channels won’t work with them.
Jon Arnold
MAY 3, 2023
The May editions of JAA’s Communications and Collaboration Review , and Watch This Space podcast are out now. If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here. For my podcast, you can subscribe on all the major platforms, or click to listen to the current episode here. Our focus this month was on current industry events, along with growing concern about AI, and how technology is reshaping the fan experience at sporting events - and not necessarily in a go
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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
Netomi
MAY 3, 2023
Despite the accelerating pace of Generative and Conversational AI innovation disrupting contact centers, today’s customer experience (CX) agents are under the same pressure points as always – business performance pressures from one side and demanding customer expectations from the other. This resulting squeeze is contributing to an increase in agent turnover and an under-satisfied customer base, leaving brands in a scramble as they figure out how to sustain operations while at the same tim
ViiBE Blog
MAY 3, 2023
ViiBE Blog How to help customers get in contact with your remote customer support fast in B2B? Anna Gorina May 3, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Impeccable customer service is one of the main blocks of a flourishing business in the long run.
TCN
MAY 3, 2023
WHAT The Collection and Recovery Solutions Conference will be held May 10-12 in Las Vegas, Nevada. The post TCN To Demonstrate New Workforce Engagement Suite for its Contact Center Platform at 2023 Collection and Recovery Solutions Conference appeared first on TCN.
CSM Magazine
MAY 3, 2023
The report highlights trends and challenges for contact center leaders working to improve agent performance and reach important KPIs. Zenarate , the leading AI Simulation Training solution for contact centers, today announced the CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset report. Zenarate partnered with Execs In The Know to survey Customer Experience (CX) leaders to better understand the evolving role of the contact center agent and define CX leaders’ greatest ne
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.
24-7 InTouch
MAY 3, 2023
KYC is essential to the trust and safety of your business, leading to reduced fraud, enhanced risk management, and improved data management. Digital transformation has had a significant impact on the fintech industry , revolutionizing the way financial services are delivered and utilized. Customers can simply open an app on their mobile devices and transfer money, check their account balances, and much more.
CSM Magazine
MAY 3, 2023
Nicolai Ginge, Country Manager for Sabio Denmark Sabio Group has strengthened its commitment to the European Nordics following its expansion into the region earlier this year. The digital customer experience (CX) transformation specialist has appointed Nicolai Ginge as Country Manager for Sabio Denmark. The role will see him expand the organisation’s footprint and customer base across Denmark, Sweden, Norway, Finland and Iceland.
TCN
MAY 3, 2023
It’s an age-old tale that if you write a goal down you are more likely. The post Meet the Performance Analytics You Can’t Live Without appeared first on TCN.
CSM Magazine
MAY 3, 2023
As a business matures, sometimes growth is a natural step. If you are a business owner, you have no doubt dreamt of pushing your company on to new heights and enjoying all the perks that comes with it. However, growing a business is a delicate process that has the potentially to cause harm in the long run if not done correctly. If you’re looking to move your business into a new stage, you need to approach things with a clear plan and understanding of where you want to go.
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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 3, 2023
Our customers are the heart and soul of everything we do at Cisco and each one of them has an interesting story to tell!
ComputerTalk
MAY 3, 2023
Security/privacy concerns and administrative burdens plague cloud-based medical speech recognition
Cisco - Contact Center
MAY 3, 2023
Remote work technology has really progressed over the last few years.
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!
ComputerTalk
MAY 3, 2023
Did educational institutions become more inclusive post-pandemic?
Dialer 360
MAY 3, 2023
Sales targets are the lifeblood of any call center, as they serve as a benchmark for measuring the performance and success of the company. Hitting sales targets is a crucial aspect of any business, as it not only boosts revenues but also enhances brand reputation and customer loyalty. However, achieving sales targets in a call center can be challenging, as agents have to overcome various obstacles such as rejection, competition, and customer objections.
ComputerTalk
MAY 3, 2023
What happened when a plaintiff took on a big telecom.
SmartKarrot
MAY 3, 2023
Role: Customer Success Manager Location: Cambridge, England, United Kingdom (Hybrid) Organization: ADVANCE® AI As a Customer Success Manager, you’ll guarantee organic growth by looking for chances with other companies and nations. Develop proactive, long-lasting relationships with clients at various levels of the client organisation and departments.
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
ComputerTalk
MAY 3, 2023
Subpar Design Is Bad For Everyone
SmartKarrot
MAY 3, 2023
Are you tired of dull and unproductive Webex calls? Do you want to add an extra layer of intelligence and efficiency to your virtual meetings? Well, you have landed at the right place! Here is a detailed blog that reveals a secret that will revolutionize the way you conduct your Webex calls! In the blog, you will learn how to apply a FREE intelligence layer that will increase productivity, enhance your communication skills, and make your virtual meetings more engaging than ever before.
JivoChat
MAY 3, 2023
Learning how to sell online may be an easier task than you think if you plan and count with the right tools. The ecommerce industry has grown significantly in the last few years and presents an opportunity for companies that already have physical stores to expand their market, and entrepreneurs to start their businesses selling products worldwide. You will find thousands of different online stores, and multiple business models as well.
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