Ansafone
AUGUST 31, 2021
While voicemail was once a groundbreaking means of communication and contact, it is no longer the preferred method for most customers today. Your business’s customers have far more options today than ever before, which has caused voicemail to fall behind as an underwhelming and inefficient contact method. If you currently rely on in-house voicemail to … Why Voicemail Is No Longer Preferred Read More ».
ShepHyken
AUGUST 31, 2021
The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times.
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Contact Center Pipeline
AUGUST 31, 2021
Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are confronting the challenges remote work can bring. Candace talks of future-proofing your CX by migrating your center’s temporary pandemic fixes to permanent solutions. Christina offers vital suggestions on how to provide […].
Fonolo
AUGUST 31, 2021
Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try another one. How frustrating! A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them.
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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.
CustomerServ
AUGUST 31, 2021
Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that they were ill-equipped to manage the dramatic impact of COVID-19 on their call centers. During the height of the pandemic, frustrated and highly emotional customers experienced average hold times that suddenly inflated from minutes to hours in some sectors.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
AUGUST 31, 2021
Call Center Quality Assurance (QA) is an important part of any call center as it allows a business to identify and solve customer issues. QA is important in the quest of acquiring new customers but also helpful with reducing churn. If the customer has a bad experience it is easy for them to move to another company, there is no lack of options for the consumer.
NobelBiz
AUGUST 31, 2021
This time, among some of the more traditional development projects, the bill directs a staggering $65 billion towards improving the internet infrastructure nationwide. Let’s see what are the two main goals of this investment and how can this impact the future of the contact center industry as a whole. The post 2021 Infrastructure Bill: Contact Centers and the Broadband Revolution appeared first on NobelBiz®.
ChurnZero
AUGUST 31, 2021
For most B2B companies, Q4 means the time of contract renewals. It can be a busy selling season! It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.
Help Scout
AUGUST 31, 2021
Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. It’s important for your job description to clearly reflect your company’s needs and the requirements of the role.
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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
Satrix Solutions
AUGUST 31, 2021
Throughout the customer lifecycle, there are many defining moments. However, few would argue that one of the more critical moments of truth is during that all-important implementation phase. This is where customers can experience a lot of pain and frustration because expectations and promises are not met, hindering your ability to recognize revenue quickly.
Tethr
AUGUST 31, 2021
Your customers want your company to be easy to do business with. They want to have their current issues resolved on their first contact with your service department, and the issues they don’t have yet anticipated and met. They want your services to work smoothly and without issue. They want you to deliver on your brand promise every time, without a hitch. .
DMG Consulting
AUGUST 31, 2021
Question: We support voice and some text-based channels, what should we add? Answer: Digital transformation, spurred on by the pandemic, has resulted in enterprises finally giving customers what they’ve wanted for the past five years – the ability to interact in their channels of choice, whether voice or digital, assisted by intelligent virtual agents (for self-service), as well as live agents, when needed.
Concentrix
AUGUST 31, 2021
Learn about the increased desire for human-assisted digital channels, and ways to adapt your CX/VOC strategies. The post Digital Economy: The Biggest Disruptor to CX appeared first on Concentrix.
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.
Nuance
AUGUST 31, 2021
In Dragon Ambient eXperience (DAX) research, we utilize a microphone array device to capture far-field conversational speech between doctor and patient in the form of multichannel audio. We then obtain the medical transcription from the recorded audio by using multichannel automatic speech recognition (ASR) system. Recent research literature demonstrates accuracy benefits from jointly optimizing a [.
Concentrix
AUGUST 31, 2021
Download our roadmap of thought leadership content – Industry Insights, Learning From Leaders, and Ideas & Innovations. The post Voice of the Customer Thought Leadership Roadmap appeared first on Concentrix.
LiveVox
AUGUST 31, 2021
When running a company, the way you charge people can make or break your business. If people feel like they are being ripped off then they will simply go elsewhere. Just a 5% increase in customer retention produces more than a 25% increase in profit. At the same time, you want to charge in a […]. The post Usage-Based Pricing vs. Subscription: Which Model is Right for Your Business appeared first on Livevox.
3CLogic
AUGUST 31, 2021
When a customer reaches out to a contact center for help, the last thing they want to face is an agent who comes across as detached. Fortunately, enterprise organizations are realizing the importance of changing this narrative and empowering their agents to deliver more positive and intimate customer experiences. A recent CCW market study shows 68% of companies believe empathy — the ability to understand others’ feelings — is an essential quality for agents.
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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.
DMG Consulting
AUGUST 31, 2021
Contact Center Technology Paves the Way for Enterprise-Wide CX Improvement. The pressure is on for enterprises to improve their customer experience (CX). Executives are trying, and many have spent more to enhance their CX in the last couple of years than ever before, displaying their willingness to invest in improving their performance, perception and brand.
NobelBiz
AUGUST 31, 2021
As the Senate voted last week, Aug. 24th, to pass the Infrastructure Investment and Jobs Act (a $1.2 trillion bipartisan infrastructure bill), we are one step closer to the final approval of the new Infrastructure Bill. This once-in-a-generation investment includes $550 billion in new federal investment in America’s infrastructure. The $1.2 trillion figure comes from including additional funding normally allocated each year for highways and other infrastructure projects.
Netomi
AUGUST 31, 2021
Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s not the platform or user interface that’s going to determine who is the winner in this multi-billion dollar market. It’s the customer experience. Can AI help sports betting companies take home the biggest payout – loyalty?
ThriveableBiz
AUGUST 31, 2021
If you put more energy into the planning of your new small business, you’re less likely to fail. So, learn from those before you, so you don’t make the same mistakes. I’ve been mentoring a lovely young mum, helping her with her 15-month-old business. She is a delight to work with, committed, diligently working into the night after the children are in bed to get her business off the ground.
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!
ChurnZero
AUGUST 31, 2021
For most B2B companies, Q4 means the time of contract renewals. It can be a busy selling season! It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.
Certified Languages International
AUGUST 31, 2021
Source: Beci Harmony on Unsplash. We consider ourselves lucky because we share this industry with a lot of quality video remote interpreting (VRI) companies. Yes, we go head-to-head at times, but at the end of the day, we all share the same goal: to connect people to people. And since you’re here, we assume you have that goal, too. So if you’re in the market for VRI, it’s likely one of these interpreting companies can help.
ClientSuccess
AUGUST 31, 2021
As a customer success leader, you’ve put a lot of hard work into building the perfect meetings with customers. You know to focus on the most relevant items at hand, come out with clear action items, and always have an agenda to keep things on track. . But did you know there is a difference between a meeting agenda and a meeting objective ? While an agenda is required to keep your team and your customer on track to make the most of your time together, both an agenda and an objective are needed t
Vistio
AUGUST 31, 2021
Every contact center has a plan for how they want to handle each customer interaction. Given the complexity of any given interaction, having well-informed and capable agents, as well as a seamless technology environment, are key to executing each interaction successfully and delivering fast, accurate, and uniform service that leaves your customers with a favorable impression of your company.
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
CSM Magazine
AUGUST 31, 2021
Previously, the only means of communication between the company and the client were telephone and fax. Today, the choice of communication channels is wider than ever. Customers can contact you through social networks and messengers, write to a chat on the website, call themselves or order a callback, leave requests on the website or by email. A variety of communication channels simplifies the life of customers.
CustomerSuccessBox
AUGUST 31, 2021
Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., the senior management in the CS function should be well-informed about the impact that their customer success strategy can have on the profitability of their business.
Comm100
AUGUST 31, 2021
Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. As companies strive towards this level of support, live chat has become an integral channel – but the hard work doesn’t stop here.
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