ShepHyken

JANUARY 13, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.

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Eptica

JANUARY 13, 2023

Date: Friday, January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Understanding the options for call recording in Microsoft Teams Published on: January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.

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Best practices Customer Service Management 105

24-7 InTouch

JANUARY 13, 2023

“We recognized there was a huge opportunity for us to rebrand ourselves to further showcase our commitment to innovating in an industry that really needs it. “ 24-7 Intouch , a global leader in contact center and technology solutions, announced today it is changing its corporate name to IntouchCX to better align with its accelerated growth, new solution offerings, and positioning as a market innovator.

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Spearline

JANUARY 13, 2023

We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 27th to 30th 2023, and we can’t wait to talk to as many of you as possible at booth #1227. About Enterprise Connect Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, channel partners, analysts and consultants to focus on the issues central to enterprise communications and collaboration.

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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.

TeamSupport

JANUARY 13, 2023

Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience. By regularly tracking customer health, businesses can make informed decisions that lead to increased customer satisfaction, retention, and revenue.

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COPC

JANUARY 13, 2023

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training. Select contact centers add structured performance reviews and development programs to ensure their employees’ professional growth and to increase the likelihood of staff staying with their organization. .

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Benchmark Employee engagement Contact Center Coaching 79

aircall

JANUARY 13, 2023

There are many Novocall alternatives on the market, and most (if not all) of them promise to help your business improve sales and CSAT scores. The best way to achieve that is by boosting day-to-day productivity and performance while reducing costs. . That might look like a tall order, but if your existing cloud-based phone system isn’t ticking all those boxes and more, then it’s time to look for an alternative and you’ve come to the right article. .

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Jon Arnold

JANUARY 13, 2023

Another shout-out for my upcoming Future of Work Expo , one of the sub-events with TMCnet’s long-running ITExpo. This is my fifth go-round as Chair, and the speaking roster is rounding out nicely. Still room on some sessions, though, so if that’s of interest, you can review the full agenda here , and get back to me if you see a particular topic - thanks.

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Contact Center 94

Quiq

JANUARY 13, 2023

There are some high call volume spikes you can prepare for—like the holidays or a new product launch—and some you can’t. When you get a sudden spike in calls, it can feel like the sky is falling. Your support team is overwhelmed with calls and struggling not to let it show in customer interactions. While there are some things you can do when you’re in the thick of it, planning now for those intermittent spikes is the best way to set your team up for success.

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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

Concentrix

JANUARY 13, 2023

For the forth year in a row, Concentrix celebrates four new employer focused awards, voted on by staff around the world.

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Certified Languages International

JANUARY 13, 2023

Right now we’re wishing we had a crystal ball to help us forecast 2023. Instead, we’ll have to rely on our industry data and expertise to predict what’s ahead for the language industry. So we asked CLI pros in Interpreter Services, Interpreter Recruitment, Operations. all the way up to our CEO. Here’s what they’re thinking about for 2023: Global events will continue to determine language demand. and will influence refugee populations.

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Education Services Group

JANUARY 13, 2023

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. The larger and more established your company is, the harder it is to navigate this monumental change. Think about everything that goes into the operation of a multi-billion-dollar enterprise. Now, mix in a move away from on-prem (something it has been selling since its inception!

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SaaS Enterprise Best practices Sales 52

CSM Magazine

JANUARY 13, 2023

Mark Betts, Sabio’s Managing Director for the UK, Nordics and Africa. Sabio Group has expanded into the European Nordics region following a ‘transfer of business’ agreement with a major European IT consultancy. Sabio – the digital customer experience (CX) transformation company – will integrate the specialist Genesys business of Sopra Steria.

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Consulting Consulting Technology 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

Concentrix

JANUARY 13, 2023

Watch this on-demand webinar for 5 key CX intelligence and action areas for executives to focus on in 2023.

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Tethr

JANUARY 13, 2023

Switching some conversations to chat can significantly reduce customer confusion and misunderstandings

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Contact Center 62

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks.

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Upselling Best practices Engineering Coaching 19

AWS Machine Learning

JANUARY 13, 2023

This blog post is co-written with Chaoyang He and Salman Avestimehr from FedML. Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at any single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

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Analytics Healthcare Engineering Government 75

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!

Feedback

delighted

JANUARY 13, 2023

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. However, the results of your hard work will yield important sources of data that you can use to transform your business. In this post, we’ll identify what good survey design entails, its importance, and steps to follow in order to get actionable feedback from respo

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AWS Machine Learning

JANUARY 13, 2023

This blog post is co-written with Chaoyang He and Salman Avestimehr from FedML. Analyzing real-world healthcare and life sciences (HCLS) data poses several practical challenges, such as distributed data silos, lack of sufficient data at a single site for rare events, regulatory guidelines that prohibit data sharing, infrastructure requirement, and cost incurred in creating a centralized data repository.

Analytics 72

Analytics Healthcare Scripts Accountability 72

delighted

JANUARY 13, 2023

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. However, the results of your hard work will yield important sources of data that you can use to transform your business. In this post, we’ll identify what good survey design entails, its importance, and steps to follow in order to get actionable feedback from respo

Best practices 52

Best practices Surveys Feedback Benchmark 52

ChurnZero

JANUARY 13, 2023

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future. However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. A few common themes emerged.

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Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

AWS Machine Learning

JANUARY 13, 2023

This post is co-written by Ramdev Wudali and Kiran Mantripragada from Thomson Reuters. In 1992, Thomson Reuters (TR) released its first AI legal research service, WIN (Westlaw Is Natural), an innovation at the time, as most search engines only supported Boolean terms and connectors. Since then, TR has achieved many more milestones as its AI products and services are continuously growing in number and variety, supporting legal, tax, accounting, compliance, and news service professionals worldwide

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Government Engineering Enterprise APIs 77