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). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

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Contact Center Journey mapping 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. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

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Customer Service Customer Experience 346

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. Instead, it’s helpful to think of it as regular part of your workforce management.

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Call Center Contact Center Coaching Gamification 141

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.” Something will inevitably go awry with your IT systems […] The post <strong>Deploying A BPO Disaster Recovery Plan Built for Your Business</strong> appeared first on Transparent BP

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Technology Business Process Outsourcing outsourcing Contact Center 118

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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.

ConvergeOne

JANUARY 31, 2023

Guiding Eyes for the Blind is a 501(c)(3) non-profit organization that provides trained dogs to people who are blind or visually impaired. When the organization was preparing to expand into a new building in Patterson, New York, it engaged ConvergeOne to install eight (8) new Cisco wireless access points and WLAN controllers. The relationship between the two companies quickly evolved after the successful wireless deployment, as Guiding Eyes was looking for a new managed services provider to hand

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Wireless Management 89

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. When it comes to planning changes in a company, launching a new product, and creating an ad campaign, it isn’t advisable to do those things based on your guesses.

Analytics 75

Analytics APIs Scripts Big data 75

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. LiveVox General Counsel Mark Mallah and leading industry attorney Joann Needleman were […] The post The CFPB Answers Key Questions on Texting in Debt Collections appeared first on LiveVox.

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Management 75

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. Unfortunately, rolling out the same question sets using the same data-gathering methods can lead to incomplete or flawed data, painting a skewed picture of what employees want and need.

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Benchmark Surveys Employee engagement Feedback 70

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. (And research shows that they don’t— 86% of customers would leave a brand they loved after just a few bad experiences.

Customer Service 62

Customer Service outsourcing Construction Technical Support 62

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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

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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. Weighing the Pros and Cons of Asynchronous Collaboration , TechTarget, Jan.

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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. Verify caller ID information: Ensure that the caller ID information displayed is accurate and recognizable. This helps build trust with the recipient and reduces the likelihood of the call being labeled as spam. 2.

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voip Best practices Marketing Personalization 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. Businesses may enhance their general performance, safeguard sensitive data, and give customers a better experience by understanding how these two areas interact. Keeping Customer Data Safe The protection of customer data is one of the main areas where customer service and cybersecurity overlap.

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Customer Service Technical Support 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. From now on, you can collect immediate feedback on your website’s user experience, e.g. on your pricing pages.

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Surveys Feedback Education Accountability 52

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

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. It has been my generation having witnessed AI from its infancy to the breakthroughs we’ve seen in the past few years. And with a bit of luck most of us will witness how AI will be reshaping our societies – for good or bad – in the next 20 years.

Chatbots 52

Chatbots Education Technology Personalization 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. The event is an opportunity for leading CIOs to share how they have dealt with legacy and technical debt, cloud migrations and building infrastructure to

SaaS 52

SaaS Analytics Marketing Technology 52

Tethr

JANUARY 31, 2023

Enhance the job satisfaction of your call center agents with these effective tips and strategies.

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Call Center 62

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.

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outsourcing Customer Care Upselling Sales 40

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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

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.

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Call Center 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

ConvergeOne

JANUARY 31, 2023

Customer Experience 52

Customer Experience Technology 52

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 management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.

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Customer Experience Customer centricity Metrics Feedback 176

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

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. However, it may not have all the features that you may need to advance your business goals.

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voip Enterprise Interactive Voice Response CRM 52

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. Not all attrition is created equal, and there are many ways to calculate attrition rates – so the way you frame your attrition questions in the RFP is essential to getting useful data that can inform your decision.

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Contact Center outsourcing Employee engagement Enterprise 62

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. And many are doing that by – you guessed it – outsourcing. In fact, according to CGS , 79% of organizations are already outsourcing customer support or plan to start outsourcing in the coming year.

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outsourcing Call Center Benchmark Interactive Voice Response 62