CSM Magazine

OCTOBER 24, 2022

When it comes to the modern user experience, there are so many moving parts. Customer service has changed. Business is much more dynamic than it used to be in the past. There has been an increase in several ways that businesses should enhance their user and customer experience. Whether you are creating an app or are trying to handle customers better on your website, there are a lot of options for changing your approach.

Customer Service 40

Customer Service Virtual Agent Chatbots outsourcing 40

Callminer

OCTOBER 24, 2022

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more.

Technology 345

Technology 345

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. (Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer servic

Customer Service 128

Customer Service B2C B2B SaaS 128

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. Why? Because you want the best for your customers, and many of them want to take advantage of the cloud. Your reputation is linked to your partners’ reputations – so you only want to partner with experienced and reliable managed cloud service providers.

Management 98

Management Interactive Voice Response CRM Technology 98

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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.

JivoChat

OCTOBER 24, 2022

Sending a thank you email after interview may be what highlights you from the other candidates.It shows appreciation and emphasizes your interest in the job. It’s important though to know how to write this type of email. Be kind and professional, and show your qualities. Check out the article to learn more about it, and get inspired by the examples. .

Personalization 75

Personalization Feedback 75

Comm100

OCTOBER 24, 2022

It’s a difficult enough task for admissions departments to attract students to their university or college at the best of times. Now this challenge is even bigger. Higher education enrollment is at a record-breaking low. From Spring 2020 to 2022, U.S. post-secondary enrollment dropped by 7.4%. The numbers are even worse for international student enrollment, down 22.7% across the same time period.

Education 52

Education Technology 52

LiveVox

OCTOBER 24, 2022

Having a thorough understanding of a company’s business intelligence strategy is key to future scalability and expansion. Quality business intelligence guides a company’s direction on the products or services they offer. Within the context of a call center, business data and analytics is a significant factor that contributes to a holistic view of a call […].

Call Center 52

Call Center Analytics Management 52

Vistio

OCTOBER 24, 2022

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ?. What a great episode today! Sheri Kendall , leader of the CX training team of Wayfair returns to talk about training safe, successful and satisfied agents! FYI: If you haven’t had a chance to listen to episode 17, be sure to go back and catch that episode next to hear even more from Sheri Kendall.

Scripts 52

Scripts Feedback Marketing Customer Service 52

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. IRIS Audio Technologies , the team behind the AI-powered voice isolation software IRIS Clarity , has appointed Neil Titcomb as SVP Global Sales. Neil joins IRIS from his role as Managing Director for Odigo CX Solutions, a European leader in the Contact Centre SaaS market, with previous experience as Commercial Sales Director at Genesys and Head of Sales at

Sales 52

Sales Technology SaaS Analytics 52

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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

Surveys

aircall

OCTOBER 24, 2022

There’s no shortage of business literature advocating for digital transformation. But digital transformation means different things to businesses in different growth stages. For enterprise-level companies, it’s about capturing micro efficiencies at vast scales. For small-to-medium businesses (SMBs) there’s a stronger focus on digital transformation cost saving.

Finance 48

Finance Benchmark Management Technology 48

COPC

OCTOBER 24, 2022

For Capability BPO , employee engagement starts from the moment we recruit new employees. COPC’s performance improvement framework, which utilizes all performance data points of the recruitment lifecycle, underpins Capability BPO’s recruitment process. Including consistently optimizing the recruitment profile (KCR Jobs) to reduce the time to competency, increasing the time to hire and ensuring recruitment quality. .

Employee engagement 51

Employee engagement Management outsourcing 51

Momentum Telecom

OCTOBER 24, 2022

You may be familiar with a small subset of Momentum’s services – but you and your customers can benefit from knowing about our role as a managed cloud service provider. Why? Because you want the best for your customers, and many of them want to take advantage of the cloud. Your reputation is linked to your partners’ reputations – so you only want to partner with experienced and reliable managed cloud service providers.

Management 40

Management Interactive Voice Response CRM Technology 40

Kapta Customer Success

OCTOBER 24, 2022

You had a productive quarterly business review (QBR) with a top-tier client. Congratulations! That’s great news, but it’s not entirely a success until you complete some critical follow-up steps. Then you can celebrate. Otherwise, all you’ve accomplished is strategic QBR preparation and meaningful conversations with key contacts and leadership of a VIP account that may soon be forgotten.

Accountability 40

Accountability Management 40

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

OCTOBER 24, 2022

The post Delivering Customer Intelligence to Capitalize on Aftersales appeared first on Concentrix.

B2B 48

B2B 48

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. A few reasons why he is awesome – He’s the president of Toister Performance Solutions – helping service teams unlock their hidden potential for almost 20 years.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Concentrix

OCTOBER 24, 2022

The post Partnering Beyond the Top-Tier for Revenue Sustainability appeared first on Concentrix.

B2B 48

B2B 48

AWS Machine Learning

OCTOBER 24, 2022

In the past decade, we have seen Deep learning (DL) science adopted at a tremendous pace by AWS customers. The plentiful and jointly trained parameters of DL models have a large representational capacity that brought improvements in numerous customer use cases, including image and speech analysis, natural language processing (NLP), time series processing, and more.

Scripts 84

Scripts APIs Enterprise Benchmark 84

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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

OCTOBER 24, 2022

The post Transforming Customer Relationship into Powerful Assets appeared first on Concentrix.

B2B 48

B2B 48

IdeasUnlimited

OCTOBER 24, 2022

USA’s mainstreet has always been the bedrock of its robust economy. While major corporations tend to steal the spotlight in business news, SMB’s continue to silently grow, innovate and offer products and services that enterprises capitalize. A healthy startup culture is what gave rise to Silicon Valley which produced some of the most well known brands such as Microsoft, Google and Oracle.

Enterprise 94

Enterprise outsourcing Government call center solutions 94

Concentrix

OCTOBER 24, 2022

The post Bringing a Process-Driven Approach to Sales Enablement appeared first on Concentrix.

Sales 48

Sales B2B 48

JivoChat

OCTOBER 24, 2022

Knowing how to unsend an email is something that many people want to learn to avoid problems like sending an email to the wrong person or sending a message with misspelling mistakes or with wrong data. . Before pressing the send button, it’s essential to review the email and guarantee that everything is correct, this will help you a lot. However, if the message was already sent, you don’t need to panic.

Accountability 75

Accountability Marketing Personalization 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

Concentrix

OCTOBER 24, 2022

The post Bringing Prioritization and Accountability to Renewals appeared first on Concentrix.

Accountability 48

Accountability B2B 48

AWS Machine Learning

OCTOBER 24, 2022

In this post, we introduce a new analysis in the Data Quality and Insights Report of Amazon SageMaker Data Wrangler. This analysis assists you in validating textual features for correctness and uncovering invalid rows for repair or omission. Data Wrangler reduces the time it takes to aggregate and prepare data for machine learning (ML) from weeks to minutes.

Finance 83

Finance Engineering Call Center Management 83

Concentrix

OCTOBER 24, 2022

The post Converting Transactions into Long-Term Revenue Streams appeared first on Concentrix.

B2B 48

B2B 48

CSM Magazine

OCTOBER 24, 2022

Most brands strive to meet their customers’ expectations. However, if you want to stand out, you must do something extra. Go beyond their expectations and offer more than your competitors. Going the extra mile will turn skeptics into loyal customers. Here are a few simple ways to provide something extra. 1. Listen. One of the best things you can do for your customers is listening and understanding their needs.

Personalization 40

Personalization Customer Support Feedback Technology 40

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

Journey mapping

Concentrix

OCTOBER 24, 2022

The post Building Vital Relationships to Drive Optimal Revenue appeared first on Concentrix.

B2B 48

B2B 48

Concentrix

OCTOBER 24, 2022

The post Integrating With Customers to Solidify Partnerships appeared first on Concentrix.

B2B 48

B2B 48

Concentrix

OCTOBER 24, 2022

The post Providing Structure to Reporting and Relationships appeared first on Concentrix.

B2B 48

B2B 48