ShepHyken

OCTOBER 15, 2021

Maulik Shah is the founder of DeskXpand , A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. He shares 7 benefits that the support ticket system can provide for your business. Want to support your help support team by simplifying the ticket process for them? Then installing a ticket management system is the best help you can offer because it helps your employees to track the progress, achievements, and even priori

Management 217

Management Customer Experience Customer Support 217

Eptica

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Here’s what to consider. Published on: October 15, 2021. Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud.

Accountability 124

Accountability Best practices Engineering Customer Service 124

HelpCrunch

OCTOBER 15, 2021

No secret, people don’t react well to a “No” When we hear this word, our brain releases cortisol, the hormone of stress, which leads to anger and disappointment. Usually, the side effect of a negative [ … ]. The post How to Say “NO” to Customers in a Positive Way: 8 First-Hand Tips appeared first on HelpCrunch blog.

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Quality Contact Solutions

OCTOBER 15, 2021

Teamwork is an essential component of any company and can be the difference between success and failure. Effective teams need people with different skills, backgrounds, and personalities to succeed.??. But as a leader, you have to play a far more hands-on role to make sure the group works well together and remains focused on the right priorities.?. So, what does it take?

Telemarketing 98

Telemarketing Benchmark Personalization Management 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.

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? “How did you go bankrupt?” Bill asked. “Two ways,” said Mike. “Gradually, then suddenly.”. You may be familiar with this passage from Ernest Hemingway’s The Sun Also Rises, which in just three words sums up an intense effect we all feel at times. The sensation of change happening slowly, then all at once. At least, that’s how it seems when small actions compound over time and culminate in a sudden shift.

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Benchmark Metrics Chief Customer Officer Sales 97

Cyara

OCTOBER 15, 2021

“Hey Honey… Do you think you could wait until the end of my workday to finish that episode of The Real Housewives of Toledo? I’ve got sales to close, and for the life of me I can’t hear my customers ‘cause you’re using up the bandwidth!”.

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Sales Metrics Contact Center Customer Service 67

aircall

OCTOBER 15, 2021

An Operations Manager plays a critical role within a company. Without them, teams would struggle to have the right tools, processes, and resources they need to carry out a project successfully. That’s because Operations Managers are responsible for efficiency across various levels of your business. For example, an Operations Manager in a hospital is in charge of making sure medications are released on time, digital records are processed quickly, and different departments have systems in place fo

Management 62

Management Education call center software Accountability 62

Concentrix

OCTOBER 15, 2021

Discover how Concentrix enabled a global leader in eyecare and eyewear to enhance experiences for both its customers and its providers through integration of our innovative IVR and omnichannel digital capabilities. The post Voice Recognition Solution Drives Improved Engagement appeared first on Concentrix.

Interactive Voice Response 62

Interactive Voice Response 62

Interactions

OCTOBER 15, 2021

Customer experience is as much of an art as it is a science. Factors that influence the success or failure of customer experiences can be elusive and broad. Sure, we could look at customers’ top priorities when it comes to interacting with a brand, like speed or a knowledgeable agent, but often these individual characteristics don’t tell the whole story.

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Virtual Agent Wait times Best practices Technology 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

Surveys

Anexa BPO

OCTOBER 15, 2021

CX, CX, CX… if you’re an SMB, trying to stay ahead of the exploding post-pandemic commerce curve, you’re hearing about customer experience as the leading factor in consumer acquisition and retention – even ahead of product and well ahead of price. In fact, research shows that almost 50% of business owners believe that CX will be the top priority over the next five years.

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outsourcing Bilingual agents Customer Experience Customer Service 52

Unymira

OCTOBER 15, 2021

We can look at reports and numbers all day, but for those on the front lines like contact center managers, editors and knowledge managers, action is key. So whether the thought of charts and numbers makes your heart flutter or gives you a panic attack, I’m here to offer you a short list of actionable reports, i.e. numbers you can actually use to make concrete changes that improve contact center performance.

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Contact Center Management Analytics 52

Anexa BPO

OCTOBER 15, 2021

CX, CX, CX… if you’re an SMB, trying to stay ahead of the exploding post-pandemic commerce curve, you’re hearing about customer experience as the leading factor in consumer acquisition and retention – even ahead of product and well ahead of price. In fact, research shows that almost 50% of business owners believe that CX will be the top priority over the next five years.

outsourcing 52

outsourcing Bilingual agents Customer Service Customer Experience 52

TCN

OCTOBER 15, 2021

When shopping, it is common to have a list of things that you want and. The post 5 Steps to Choosing the Right Cloud Call Center Software appeared first on TCN.

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call center software Call Center Interactive Voice Response 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

Anexa BPO

OCTOBER 15, 2021

The world of commerce has seen a dramatic new format – one that blends entertainment with interactive and instant purchasing. The best example of this would be Alibaba’s Taobao Live annual event, involving an online livestream broadcast with their ecommerce store to allow viewers (and consumers) to watch and shop at the same time. The Chinese retail giant pioneered this ecommerce revolution (in 2020, the first 30 minutes on Taobao Live generated $7.5 billion in sales) and quickly solidified the

outsourcing 52

outsourcing Entertainment Business Process Outsourcing Sales 52

Help Scout

OCTOBER 15, 2021

Here are 9 actionable knowledge base metrics to start tracking today to better understand how your knowledge base is performing.

Metrics 57

Metrics 57

Anexa BPO

OCTOBER 15, 2021

The days of customer service solely being accessed through a telephone number are gone. ‘Service’ has never been a more critical element of the customer journey – from the product exploration, comparisons, and reviews; to the initial interactions, right through post-purchase and beyond. Today’s brands and companies need to consistently exceed customers’ expectations, or risk losing out to the competition.

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outsourcing Brand ambassadors Customer Service Technical Support 40

Anexa BPO

OCTOBER 15, 2021

COVID-19 struck in early 2020 and dramatically impacted the economy across all industries. Between business shutdowns, work from home (WFH) pivots, the surge of a digital economy and the implementation of pandemic health guidelines – which in and of itself has remained a moving target – businesses scrambled to keep their footing. One of the industries most deeply affected by the crisis was the banking world – like all other sectors, (and as an essential service) they were forced to answer the ca

Business Process Outsourcing 40

Business Process Outsourcing outsourcing Banking Marketing 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

Anexa BPO

OCTOBER 15, 2021

The post-pandemic rebound of consumer spending has created opportunities across all markets – and none more heavily impacted than the ‘wellness’ industry. First of all, exactly what is wellness? While it can mean different things to different people, for many it encompasses physical fitness, holistic care, happiness, relaxation, mindfulness, emotional balance, stress reduction, quality of life and spiritual health.

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outsourcing Marketing Business Process Outsourcing Surveys 40

Anexa BPO

OCTOBER 15, 2021

Over the past decade, a lot has been written about CX – that critical KPI ‘customer experience’. It has become its own science, with research, surveys and a wide range of data dedicated to deconstructing the psychology around this compelling business strategy. Yes, entire back-office systems have been built around CX with front-office apps and CX designers to support them.

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