Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX).

Journey mapping 78

Journey mapping Chatbots Analytics Customer centricity 78

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience.

Customer Service 379

Customer Service Customer Experience 379

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition?

Customer Experience 167

Customer Experience Feedback Customer centricity Benchmark 167

Transparent BPO

JANUARY 31, 2023

“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.”

Business Process Outsourcing 118

Business Process Outsourcing outsourcing Technology Contact Center 118

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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

Contact Center

Edify

JANUARY 31, 2023

Contact Center 98

Contact Center Personalization Technology Customer Service 98

Helpware

JANUARY 31, 2023

Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales rates. Digital CX

Sales 85

Sales 85

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process.

Call Center 119

Call Center Gamification Coaching Abandon rate 119

Global Response

JANUARY 31, 2023

In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Seem extreme? Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around.

Construction 62

Construction outsourcing Feedback Technical Support 62

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward.

Contact Center 62

Contact Center outsourcing Employee engagement Enterprise 62

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

Entertainment

LiveVox

JANUARY 31, 2023

On January 19, 2023, LiveVox welcomed the CFPB’s Debt Collections Sr. Program Manager, Gandhi Eswaramoorthy, to a roundtable discussion about the use of SMS in Collections. This discussion took place just over a year since the Bureau’s Reg. F rules went into effect.

Management 87

Management 87

NobelBiz

JANUARY 31, 2023

All the operations of the well-known dialing platform, PhoneBurner, were halted for almost three days, affecting the operations of ALL their other law-abiding customers. The post PhoneBurner Vs. FCC: Don’t let this happen to you! appeared first on NobelBiz®.

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JivoChat

JANUARY 31, 2023

Data-driven decisions are essential in businesses to diminish the chances of errors, and online data analyst courses will teach you how to interpret data precisely. You will know how to read them, understand the context they are in, and how they affect the making decision process.

Analytics 75

Analytics APIs Scripts Big data 75

ConvergeOne

JANUARY 31, 2023

Cloud Software Modernization Information Technology Business Applications

Customer Experience 52

Customer Experience Technology 52

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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

Management

ChurnZero

JANUARY 31, 2023

This article was originally published in Forbes. A turbulent economy feels like change is coming at you from all directions. Your most lucrative sales channels can dry up. Your best customers can become flight risks. Your top strategies can turn ineffective.

Accountability 52

Accountability Customer retention Sales Feedback 52

CSM Magazine

JANUARY 31, 2023

A successful firm must have both customer service and cybersecurity. At first glance, they might appear unrelated, yet they are actually intertwined in several significant ways.

Technical Support 52

Technical Support Customer Service Customer Care Accountability 52

Nicereply

JANUARY 31, 2023

What if you could read the thoughts of your customers? With Nicereply Pop-Up surveys you can! We are so excited to share with you our latest news. We’ve been working hard for months to introduce you to new website pop-up surveys by Nicereply.

Surveys 52

Surveys Education Accountability Management 52

CSM Magazine

JANUARY 31, 2023

Geoff Forsyth, Chief Information Security Officer, PCI Pal PCI Pal , the global SaaS provider of secure payment solutions for business communications, is attending the CIO Watercooler Live 2023 event in London, where Chief Information Security Officer, Geoff Forsyth, will be providing CIOs with an insight to security and compliance threats.

SaaS 52

SaaS Analytics Technology Marketing 52

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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Customer Experience

JustCall

JANUARY 31, 2023

Hunting for a new and robust phone system is no joke. In all your time of research, perhaps, Dialpad may have cropped up as a worthy alternative. Powered by AI, Dialpad doubles up as a unified communications platform that offers text messaging, VoIP calling, and video conferencing tools.

voip 52

voip Enterprise CRM APIs 52

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked.

Benchmark 70

Benchmark Surveys Employee engagement Feedback 70

Tethr

JANUARY 31, 2023

Enhance the job satisfaction of your call center agents with these effective tips and strategies. Learn how to create a supportive workplace culture and improve

Call Center 62

Call Center 62

Voiptime

JANUARY 31, 2023

“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” — Steve Jobs

Call Center 40

Call Center 40

Advertiser: ZoomInfo

ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?

Benchmark

Jon Arnold

JANUARY 31, 2023

January ended up being more about video and podcasting than writing, so I only have one public article to share. I did, however, write four other articles last month, two of which are ghost-written, and two will run sometime this month.

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52

Arbeit

JANUARY 31, 2023

Preventing business calls from being labeled as spam is crucial in maintaining effective communication with customers. Here are some steps a business can take to avoid having their calls labeled as spam: 1.

voip 52

voip Best practices Marketing Personalization 52

Creative Virtual

JANUARY 31, 2023

By Olaf Voß, Lead Application Designer I was born in 1966. That means I’m usually sorted into Generation X. But these days, looking back at the past 57 years, I think we should really rename it to Generation AI.

Chatbots 52

Chatbots Education Technology Personalization 52

ShepHyken

JANUARY 31, 2023

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.

Banking 31

Banking Surveys Customer Support Technology 31

Advertiser: ZoomInfo

More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.

Marketing

Back Office Centers

JANUARY 31, 2023

How can you get people to buy more of your products? Anything from lowering pricing to adding brand-new features might be the solution. What if, though, you only needed to make it simpler for visitors to buy from your website? Email chat outsourcing service does this. The effort required for clients to make judgements and purchase goods online is reduced thanks to the live chat customer care channel.

outsourcing 40

outsourcing Upselling Customer Care Engineering 40

Contact Center Pipeline

JANUARY 31, 2023

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights on trends we should expect to see for our centers throughout this new year.

Chief Customer Officer 37

Chief Customer Officer Personalization Cloud contact Contact Center 37

Global Response

JANUARY 31, 2023

A recent survey by McKinsey & Company found that 61% of customer support leaders report an increase in contact volume. At the same time, nearly half of those leaders also reported increased employee attrition. That means that customer service leaders need a better way to scale.

outsourcing 62

outsourcing Call Center Benchmark CRM 62