Contact Center Pipeline
AUGUST 10, 2021
The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].
ShepHyken
AUGUST 10, 2021
Customer Insight. Shep Hyken interviews Sharad Khandelwal, co-founder and CEO of SentiSum. They discuss Khandelwal’s artificial intelligence platform that collects valuable information and insights from consumers who reach out. Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons.
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Callminer
AUGUST 10, 2021
Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation.
Fonolo
AUGUST 10, 2021
No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care.
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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.
The Northridge Group
AUGUST 10, 2021
Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a clear coaching plan, and you have an open feedback loop for employees to provide comments on customer pain points.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ChurnZero
AUGUST 10, 2021
ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Bree Pecci , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Bree helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. .
delighted
AUGUST 10, 2021
Delighted’s goal has always been to be the fastest and easiest way to gather customer feedback, which depends on us enabling you, our customers, to do everything yourselves. That way, you can get it done fast, and get it done right. But as Delighted has evolved, our feature set has exploded (did you catch that we’ve released three new survey types in the past three weeks??).
Nuance
AUGUST 10, 2021
Through mentorship, our employees amplify their ability to help others and truly own their career. Employees match themselves up with a mentor or mentee in our Mentoring Matters program based on their interests and experiences. And so their relationship begins – the connection has been made (sometimes across the globe!), their network has gained a [.
LiveVox
AUGUST 10, 2021
While other financial institutions provided blanket deferment options in response to the coronavirus pandemic, NCA decided to come up with a different approach – one that aligned with its mission to assist consumers with restoring their financial health. Understanding their consumers might be facing additional hardships because of COVID-19, the company shifted all of its […].
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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
NICE inContact
AUGUST 10, 2021
Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.
ClientSuccess
AUGUST 10, 2021
We’ve all experienced customers going dark. Maybe it’s right after implementation when they’re finally using your product but have yet to schedule an ongoing check-in meeting. Maybe it’s a year into using your technology when it’s time to discuss renewals. Or, maybe, something as simple as scheduling issues resulted in weeks of missed meetings. However customers go dark, it is often the CSMs responsibility to rein them back in and get them back on the path to success.
ConvergeOne
AUGUST 10, 2021
The return to the office—and the hybrid workplace—are hot topics for C-level executives across the nation, as companies decide how and where team members will work going forward. But creating a new way to work, in which some people work 100% in the office, some work 100% at home and others do a bit of both, presents a challenge for employers. How do you start?
Advantage Communications
AUGUST 10, 2021
The key to creating successful customer service outcomes in 2021 is to build a customer experience (CX) that delights your customers and keeps them coming back to your brand time and time again.
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.
ChurnZero
AUGUST 10, 2021
ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Bree Pecci , Customer Success Manager at ChurnZero. As a member of the Customer Success team, Bree helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal.
Education Services Group
AUGUST 10, 2021
In a dream world, Customer Success, sales, marketing, product, and support organizations all work together to weave the beautiful tapestry this is your customer experience. In the real world, where most of us live, this is, unfortunately, rarely the case. Silos are prevalent and difficult to break through, even when everybody wants to! That’s why Customer Success has to do its part to knock down the barriers holding your teams back and make everyone, including your customer, a winner.
JivoChat
AUGUST 10, 2021
The digital commerce landscape is constantly evolving. As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. You can see the evolution of the digital landscape in the numbers. 2021 figures from Forrester and Bloomreach indicate that about half of all shoppers went online to purchase products they’d never clicked on before, leading to double-digit digital revenue growth for online businesses so
CSM Magazine
AUGUST 10, 2021
PCI Pal , the global provider of cloud-based secure payment solutions, has today confirmed that it has been selected by Essex County Council, to manage the security of the organisation’s telephone-based payment transactions by reducing the need for any sensitive payment card information to be entered from within the Council’s IT infrastructure. Working with PCI Pal’s partner, Pay360, Essex County Council will utilise the cloud-based Call Secure Plus solution to ensure all payments handled by the
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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.
Certified Languages International
AUGUST 10, 2021
Source: Yan Krukov from Pexels. Maybe you don’t think you need telephone interpretation services for your call center. Maybe your bilingual agents are enough. Maybe you don’t see the need to increase your market share beyond English speakers. But just because you’re doing well now without telephone interpreting services, doesn’t mean your customers won’t expect you to have multilingual support in the future. .
CSM Magazine
AUGUST 10, 2021
SEO and customer experience have always been considered related but in many ways separate. SEO is what a site does to communicate with and appeal to machines (i.e., search engines), much of which goes on behind the scenes and out of the eye of site visitors. If you are looking for a professional agency to help you with any or all of these things and more, a simple search of “ SEO Brisbane ” will turn up reputable SEO companies that will stand behind their work.
TCN
AUGUST 10, 2021
Traditional collection agencies relied heavily on outbound communication to connect with debtors and to collect. The post What Do Inbound Call Center and Debt Collection Software Have In Common appeared first on TCN.
JustCall
AUGUST 10, 2021
Good real estate sales reps dial every contact and make their pitch. Smart real estate salespeople use the auto dialer. An automated real estate dialer can increase your prospecting outreach by over 200%. Real estate sales are tough to crack as it is. On top of that, you have to juggle multiple manual tasks besides cold calling prospects. The auto dialer will put all your real estate cold calling woes to an end.
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!
CustomerSuccessBox
AUGUST 10, 2021
You’ve onboarded the customer, took him through the entire process and your customer has started using your product. Great! But your job is not done here. You need to check how well they are profiting from your product. And this is where customer health score come into the picture. At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.
NobelBiz
AUGUST 10, 2021
As businesses emerge from the pandemic, it is clear that the remote work model is here to stay. As a result, the tools, technology, and procedures that businesses operates with will need to adapt to hybrid work patterns and every aspect will needs to be carefully assessed. Whatever the obstacles ahead, it looks that remote work, hybrid work teams, and virtual contact centers will take center stage more than ever.
Zappix
AUGUST 10, 2021
Zappix, the leading Mobile On-Demand Self Service Solutions provider, has launched its self-service digital payment solution with the National Recovery Agency, a nationwide provider of accounts receivable management. Zappix AI-powered digital self-service payment.
Knowmax
AUGUST 10, 2021
How do cloud-based scripting platforms promote agent efficiency?
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
SmartKarrot
AUGUST 10, 2021
Role: Senior Director, Customer Success – Strategic Accounts Location: San Francisco, CA, US Organization: Checkr, Inc As a Senior Director of Customer Success, you will define and execute on a scalable strategy for driving adoption and growth across the customer base. This includes defining, inspecting, and reporting on an operating cadence that enables proactive action.
Infinity
AUGUST 10, 2021
What if every single time you received a call from your customers, you could improve the overall customer experience (CX)? Each time they pick up the phone, you’re presented with an opportunity to collect data that could have long-term strategic benefits. Customer journey mapping involves creating a comprehensive visual storyline which records the key touchpoints in your customer journey, from the first time they visit your website to the moment they convert.
SmartKarrot
AUGUST 10, 2021
What makes for a successful business in a customer-focused economy? A world where eCommerce is ruling and online shopping/transactions are the norms? Where market competition is fierce, the buyer has a lot of choices and significantly less patience? We could come up with a dozen points of what works here, but all of them will converge at one word: data.
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