Fri.Oct 15, 2021

Why In-Depth Phone Interviews Should Be Part of your CX Strategy

Satrix Solutions

In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience.

B2B 78

Guest Post: 7 Benefits of Ticket Management System

Shep Hyken

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.

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Migrating call accounting to the cloud? Here’s what to consider

Eptica

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.

Cyara Announces Launch of New Automated CX Assurance Solution, LiveVQ!

Cyara

“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!”.

Sales 67

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Where Is Customer Success Headed in 2022?

ChurnZero

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.

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How to Say “NO” to Customers in a Positive Way: 8 First-Hand Tips

HelpCrunch

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 [ … ].

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‘Customer Experience’ or ‘Customer Service’? Why an Outsourcing Company Is the Best Way

Anexa BPO

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.

5 Key Contact Center Optimization Reports Every Manager Should Know

Unymira

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.

‘Customer Experience’ or ‘Customer Service’? Either Way, Customer Service Outsourcing Companies Are the Best Way

Anexa BPO

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.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

5 Uncomplicated Tips to Help Build An Effective Team

Quality Contact Solutions

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.??.

LIVE COMMERCE: How BPO / Outsourcing Companies Can Support Commerce as an EVENT

Anexa BPO

The world of commerce has seen a dramatic new format – one that blends entertainment with interactive and instant purchasing.

Voice Recognition Solution Drives Improved Engagement

Concentrix

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.

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What makes a successful CX conversation?

Interactions

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.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Teaming Up to Get It Right – A Customer Service Outsourcing Company Can Take You Further

Anexa BPO

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. What exactly IS customer service?

5 Steps to Choosing the Right Cloud Call Center Software

TCN

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. ACD Cloud Call Center Software IVR

Today’s Leading Businesses Are Already Building Tomorrow’s Leading Workforces – Business Process Outsourcing Companies Can Do the Heavy Lifting

Anexa BPO

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.

Alive and Well – How BPO Outsourcing Companies Can Support the $1.5 Trillion Wellness Market

Anexa BPO

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.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

How Customer Service Outsourcing Companies Can Move the Needle From ‘CX’ To ‘Customer Empathy’

Anexa BPO

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.