Beyond Philosophy

APRIL 21, 2022

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way? The answer is in customer segmentation, and we have five rules to share on how to segment properly.

Entertainment 221

Entertainment Consulting Consulting Marketing 221

Contact Center Pipeline

APRIL 21, 2022

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers. Q. What makes LumenVox […].

Contact Center 225

Contact Center Technology 225

Satrix Solutions

APRIL 21, 2022

Is your company thinking about: • Changing your customer service or support model? • Refining your product offering? • Developing a new solution? • Evolving your messaging and positioning? These are just a few common examples of the types of decisions that can have a profound impact on a company’s ability to retain, acquire, or expand customer engagements.

Customer Experience 103

Customer Experience B2B Feedback Consulting 103

HelpCrunch

APRIL 21, 2022

Most of us at this point in our lives have probably used chatbots. But have you ever wondered how they work? What types of chatbots are there? How do we interact with them? Before we [ … ]. The post 10 Types of Chatbots and How to Choose the Best One for Your Business appeared first on HelpCrunch blog.

Chatbots 110

Chatbots 110

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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.

Working Solutions

APRIL 21, 2022

In any business, there’s always room for improvement. Virtual customer service is no different, as it remains a vital element in growing your reach and retaining those valuable current customers. One bad service interaction may have a ripple effect that impacts your entire business negatively. That’s why consistently researching ways to improve the quality of […].

Customer Service 105

Customer Service Customer Experience 105

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

Customer Support 83

Customer Support Banking First call resolution Self service 83

Provana

APRIL 21, 2022

While all collection-focused contact centers want to improve their agent performance and processes, they simply cannot handle the sheer volume of calls they need to review without the use of speech technology. Without speech analytics, firms must still devote several FTEs to manual call review – and that’s not even for 100% call coverage! Adopting speech analytics technology will enable you to automate comprehensive call monitoring, yet this in and of itself does not replace the need for a QA ex

Analytics 98

Analytics Contact Center Technology Call Center 98

Nicereply

APRIL 21, 2022

Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company. Video marketing is helpful at every stage of a marketing funnel – from attracting initial leads at the first instance to closing a sale and converting at the other end.

Customer Service 98

Customer Service Scripts Consulting Consulting 98

IdeasUnlimited

APRIL 21, 2022

Introduction. Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. Customers are the most crucial aspect of any successful business. They’re the ones who can make or break a company’s reputation.

Customer Experience 94

Customer Experience Bilingual agents B2C Scripts 94

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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

Toister Performance Solutions

APRIL 21, 2022

I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward. He told me that he was willing to "delight me" by offering free access to the company's file recovery software.

Scripts 76

Scripts Customer Service Technical Support Management 76

Helpware

APRIL 21, 2022

When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to televisions. Many people experienced the convenience and selection offered by online shopping.

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Concentrix

APRIL 21, 2022

See how we helped this specialty healthcare provider leverage Amazon Connect to modernize its Patient Assistance Center. The post Reimagining Patient Experience appeared first on Concentrix.

Healthcare 62

Healthcare 62

kommunicate

APRIL 21, 2022

Last Updated on April 21, 2022 WhatsApp today owns over a staggering 2 billion everyday active users and has outperformed the used-to most popular messenger app, Facebook. Gone are the days when it was just a mode to connect with your acquaintances. The app now serves a lot more purposes- mainly in the business world. [.]. The post Twilio vs. 360 Dialog – Which Is Best For WhatsApp API?

APIs 59

APIs 59

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

Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience.

Technology 55

Technology Chatbots Banking Personalization 55

VirtualPBX

APRIL 21, 2022

VirtualText Delivery Notifications. Everyone orders something that has to be delivered. People order online or through direct store purchases and probably deal with delivery notifications through text. I know I do, and secretly, I love it. This leads me to another excellent factor of our new app service: VirtualText delivery notifications. Every business industry has seen a massive boom in ordering items, and having a delivery texting service in place has become “the trend” to be i

APIs 52

APIs Feedback Customer Support Personalization 52

Abby Connect

APRIL 21, 2022

LAS VEGAS, NV — APRIL 28, 2022 Privacy is more important than ever in today’s world. Patients deserve confidentiality, and businesses are legally required to provide it. HIPAA has served as the highest standard for information privacy since enacted in 1996. Abby Connect ([link] is proud to announce that our virtual receptionist services are now… The post Abby Connect Launches HIPAA-Compliant Live Receptionist Service for Medical Practices appeared first on Abby Connect.

Customer Service 52

Customer Service 52

Knowmax

APRIL 21, 2022

Trust matters most when one talks of the BFSI industry. The moment that dwindles, organizations begin losing precious customers and, by domino effect, suffer from poor brand recall. Do you know 69% of customers who plan to leave their bank say it was due to poor service rather than poor products? Now talking of poor customer service , there are a plethora of internal and external factors at play.

Management 52

Management Banking Self service Chatbots 52

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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

Abby Connect

APRIL 21, 2022

LAS VEGAS, NV — APRIL 26, 2022 Privacy is more important than ever in today’s world. Your patients deserve confidentiality, and you’re legally required to provide it. HIPAA has served as the highest standard for information privacy since enacted in 1996. Abby Connect ([link] is proud to announce that our virtual receptionist services are now… The post Abby Connect Launches HIPPA-Compliant Live Receptionist Service for Medical Practices appeared first on Abby Connect.

Customer Service 52

Customer Service 52

CSM Magazine

APRIL 21, 2022

Dyno-Rod has revolutionised the provision of drain cleaning services in the Republic of Ireland following the implementation of field service management software from BigChange. The only operator with full national coverage, Dyno-Rod selected BigChange to help it transition to paperless working and improve operational efficiency. Using the BigChange platform, Dyno-Rod is already saving a day a week in the administrative resource it requires to run its team of mobile service engineers whilst mor

Engineering 52

Engineering Finance CRM Enterprise 52

Abby Connect

APRIL 21, 2022

If you work in the medical field, then you know that never missing a call is crucial. That’s why 24-hour patient intake is such a valuable service. You can rest assured that your calls will be answered around the clock and that your patients receive the best possible care when you outsource this service to… The post The Benefits of 24-Hour Patient Intake and Never Missing Another Call appeared first on Abby Connect.

outsourcing 52

outsourcing Customer Service 52

Babelforce

APRIL 21, 2022

Automated outbound calls don’t sound like the type of contact customers love. We’ve all had the experience of being disturbed by a phone call, only to have an automated message try to sell us a product. But not all automated outbound services are like this. When done right, these calls can improve CX and increase efficiency at your business. All you need is the right automated outbound calling solution.

Sales 52

Sales Call Center Interactive Voice Response Accountability 52

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

Abby Connect

APRIL 21, 2022

If you work in the medical field, then you know that never missing a call is crucial. That’s why 24-hour patient intake is such a valuable service. You can rest assured that your calls will be answered around the clock and that your patients receive the best possible care when you outsource this service to… The post The Benefits of 24-Hour Patient Intake and Never Missing Another Call appeared first on Abby Connect.

outsourcing 52

outsourcing Customer Service 52

VirtualPBX

APRIL 21, 2022

VirtualText Delivery Notifications. Everyone orders something that has to be delivered. People order online or through direct store purchases and probably deal with delivery notifications through text. I know I do, and secretly, I love it. This leads me to another excellent factor of our new app service: VirtualText delivery notifications. Every business industry has seen a massive boom in ordering items, and having a delivery texting service in place has become “the trend” to be i

APIs 52

APIs Feedback Customer Support Personalization 52

NobelBiz

APRIL 21, 2022

Contact centers are becoming more advanced and they are also being impacted by the rise of new technologies. And while contact center is telephony is a more conventional but still commonly used communication channel, it has not escaped this resurgence and that’s where CTI or Computer Telephony Integration comes in. In this article, we detail everything about, computer telephony integration software, its benefits, and how it works.

Contact Center 52

Contact Center Technology contact center solutions Contact center software 52

The Petrova Experience

APRIL 21, 2022

Re-onboarding is the next employee experience organizations need to tackle. Since March 2020, leaders have encountered pandemic shutdowns, remote workforce transitions, and the Great Resignation. As restrictions lift and we move toward more predictable office scenarios, the new management priority should be to navigate the Great Re-Onboarding. Start by identifying what employees are coming back who were with the organization prior to the pandemic.

Employee engagement 52

Employee engagement Personalization Management Customer centricity 52

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

Journey mapping

Brad Cleveland Blog

APRIL 21, 2022

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time required to fix errors, … Continue reading → The post Service Metrics for Accessibility and Quality appeared first on Brad Cleveland.

Metrics 26

Metrics Quality management Contact Center Call Center 26

SmartKarrot

APRIL 21, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Drive customer outcomes by increasing renewals, reducing churn, driving up-sell, and identifying opportunities for cross-sell. Deliver world-class technical support through phone, email, chat, and self-service help center content to drive exceptional customer satisfaction (CSAT).

Coaching 19

Coaching Technical Support Education Self service 19

Brad Cleveland Blog

APRIL 21, 2022

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with quality, you’ll have a higher level of waste and rework, time required to fix errors, repeat contacts from customers, escalated contacts in which they ask to speak to a supervisor, and other variables that zap … The post Service Metrics for Accessibility and Quality first appeared on Brad Clev

Metrics 26

Metrics Quality management Contact Center Call Center 26