Fri.Jul 24, 2020

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Why An Answering Service: Humanity

AnswerConnect

Put the Human Back into Business. Did you know, 80% of callers will hang up when they reach voicemail? Let’s. Continue Reading → The post Why An Answering Service: Humanity appeared first on AnswerConnect Blog.

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7 Trust-Building Tactics to Increase Customer Loyalty

ChurnZero

Did you know there are more research papers on defining trust than any other sociological concept? That’s according to Rachel Botsman , a world-renowned trust expert, trust fellow at Oxford University’s Saïd Business School, and author of the bestseller Who Can You Trust? , which provides an exploration of how technology is transforming trust. As the adage goes: “Trust is hard to earn and easy to lose.”.

Surveys 59
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The Best B2B Client Expansion Strategy

Totango

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you already influence. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Your ability to grow revenue is dependent in part on your ability to discover new successes for your existing clients, retain their business, and maximize their custo

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Five trends to adopt Post-Covid

Peter Lavers

Peter Lavers recently participated in a Customer Attuned online panel discussion on “adapting to the new normal” He summarised the session with an outline of five trends that need to be addressed in our board rooms and ops planning meetings: Data & insight driven – have you noticed how “the data” and “the science” have come to the forefront during the pandemic?

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The 2023 Verint Experience Index: Retail

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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GPT-3: A Tidal Wave of Hype

Inbenta

What is GPT-3? GPT-3 is the latest AI language model developed by OpenAI which has 175 billion parameters, versus 1.5 billion for its predecessor GPT-2. First described in a research paper published in May, this language-generating software was released last week in a private beta. Since then, some extracts of text generated by GPT-3 have begun circulating on social media and people are quite amazed at what it can do.

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How to Predict Customer Loyalty Using Customer Service Metrics

Advantage Communications

How does your business define and measure customer loyalty ? Do you try to gauge a customer’s intention to keep doing business with you, look at how much they increase spend, or try evaluate a customer’s potential for advocacy? Loyalty can be mean different things to different organiz ations, as customer lifecycle goals vary widely across a myriad of products and services.

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Here’s Your U-12 Features Run Down

LiveVox

It’s the top of Q3 and that means we’ve been busy rolling out feature upgrades here at LiveVox. This month we’re proud to release fresh updates to Contact Manager, a beefed up ticketing system, and even a Knowledge Base in version 12 of the LiveVox Unified platform. The main components that we focused on in […]. The post Here’s Your U-12 Features Run Down appeared first on Livevox.

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Why An Answering Service: Humanity

AnswerConnect

Put humanity back in Business. 80% of callers will hang up when they reach voicemail. Let’s be honest, nobody enjoys. Continue Reading → The post Why An Answering Service: Humanity appeared first on AnswerConnect Blog.

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Contact Centre Anti-Fraud Advantages Shine In International Fraud & Privacy Report

pindrop

The Raconteur Fraud and Privacy Report Provides Actionable Contact Centre Insight . At Pindrop, we regularly publish resources , run training sessions, and offer tools and research to Contact Centres Leaders. Assisting leaders to implement reasonable security measures, for the protection of consumer information from malevolent access. We have published comprehensive guides on actionable, reasonable measures you can take to verify consumers, expedite their requests, and prevent malicious ac

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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How to Reduce Turnover in a Call Center

NobelBiz

Turnover is an issue that's plagued call centers since the beginning. Here's Tom Laird - lifelong call center expert - explaining how he reduces turnover by incentivizing attendance, implementing games the workplace, and more! The post How to Reduce Turnover in a Call Center appeared first on NobelBiz®.

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Brand Move Roundup – July 24, 2020

C Space

The Brand Move Roundup – July 24, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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4 Pandemic Predictions: Were We Right About the New Normal in CX?

bold360 Blog

Very few people out there can honestly say they predicted the pandemic. Once it arrived, though, it was clear it would have a huge impact. So, we made some predictions here at CXNext: Live about how the era of social distancing would change CX. On today’s show, we have a panel of great guests from LogMeIn — Erica Mayshar, Chris Savio , Akhil Talwar and Courtney Jucht — to discuss four of the predictions we made when the pandemic started.

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Brand Move Roundup – July 23, 2020

C Space

The Brand Move Roundup – July 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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The Open CCaaS Advantage Report

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.

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Enterprise Connect Virtual - 5 Speakers with SCTC

Jon Arnold

Another quick shout-out for Enterprise Connect Virtual. I posted the other day about my upcoming talk there, and now I’m providing a broader update, this time wearing my SCTC hat. I’m one of the few analysts involved with the SCTC, and it’s been a great community for me. Analysts and consultants can be very complementary, but only if you know where to look.

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Advice for Agents, The Call Center Heroes

NobelBiz

This is First Contact: Stories of the Call Center. In episode 7, we talk with Thomas Laird about growing up in a call center, running a BPO today, and all the complex operations that need to take place to ensure you deliver the best support you can! The post Advice for Agents, The Call Center Heroes appeared first on NobelBiz®.

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How to Foster Customer Satisfaction With Digital Marketing Tools

CSM Magazine

Customer satisfaction is the key to customer retention. Any customer who is satisfied with the way your brand treated them will very likely be back for more business—about 93% of them, according to HubSpot. Beyond customer retention, excellent customer service can bring in more customers organically, thanks to word of mouth referring. When your customers’ satisfaction is your primary objective, it becomes easier to build a loyal following and a trusted brand.

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Let’s Impart as Much Value into the Industry as We Can

NobelBiz

This is First Contact: Stories of the Call Center. In episode 7, we talk with Thomas Laird about growing up in a call center, running a BPO today, and all the complex operations that need to take place to ensure you deliver the best support you can! The post Let’s Impart as Much Value into the Industry as We Can appeared first on NobelBiz®.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Alorica Named an Impact Sourcing Champion on IAOP’s First-Ever Distinguished List

Alorica

Alorica Inc., a global leader in customer experience solutions, today announced it has been selected to be included in IAOP’s Impact Sourcing Champions Index in partnership with the Global Mentorship Initiative (GMI). The Index is IAOP’s inaugural list of companies that have distinguished themselves as trailblazers in Impact Sourcing. Companies implementing Impact Sourcing prioritize providing.

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VIDEO: Can a Person Succeed without Any Soft Skill Strengths?

NobelBiz

One of the biggest questions in the customer experience and support industry: can a person succeed without any soft skill strengths. We say yes. Read why! The post VIDEO: Can a Person Succeed without Any Soft Skill Strengths? appeared first on NobelBiz®.

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Raise the Quality of Your Business Strategies with Data Mining Services

Back Office Centers

There are many factors like customer demographics, competition in a particular region and economical clout of the buyers, which play a role in the decision making of sales and marketing teams. In the past, theses factors were analyzed manually or entrepreneurs used their common sense and intuition to devise business strategies. However, those strategies were never really scientifically tested, so they sometimes worked and sometimes they did not.

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How to Improve Turnover in a Call Center

NobelBiz

Turnover is an issue that's plagued call centers since the beginning. Here's Tom Laird - lifelong call center expert - explaining how he improves turnover by incentivizing attendance, implementing games the workplace, and more! The post How to Improve Turnover in a Call Center appeared first on NobelBiz®.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Customer Service and Experience Summit 2020 – Free Pass

CSM Magazine

It’s just over 4 weeks until Reuters Events Customer Service and Experience (26 th -27 th August). We are delighted to see over 3000 CX executives already registered for the virtual event, this includes representatives from Booking.com, BT, Bulgari, ExxonMobil, Fedex, Google, Microsoft, McDonalds and many more. It’s clear the past few months have really brought CX to the forefront of companies’ priorities and providing a seamless, personalised experience has never been more important.

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VIDEO: You Have to Give Customers the Option of Text Channels

NobelBiz

There's no way around it: in this day and age, text is rising fast and call centers need to adapt and provide reliable support for text channels. If your business isn't doing that, you should make every effort to change it! The post VIDEO: You Have to Give Customers the Option of Text Channels appeared first on NobelBiz®.

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Jul 24 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Remote/Anywhere, US Organization: Armis Armis is looking for CSM who can help the customers achieve their strategic objectives and maximum value from their investment in Armis. Identify new use cases and growth opportunities by informing the customers of the latest innovations, capabilities and match these to the clients’ business goals, besides identifying revenue opportunities.

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Human Chat Is So Much Better than Chat Bots

NobelBiz

This is First Contact: Stories of the Call Center. In episode 7, we talk with Thomas Laird about growing up in a call center, running a BPO today, and all the complex operations that need to take place to ensure you deliver the best support you can! The post Human Chat Is So Much Better than Chat Bots appeared first on NobelBiz®.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Customer Journey Map: All You Need to Know

SmartKarrot

Source. Customer journey, when seen from a simplest viewpoint, is the series of events a customer goes through in various interactions they have with your business. It starts from the first time they hear about your product and spans across various steps until they are able to finally drive value from it. A customer journey map is the visual representation of all these steps they take in their entire relationship with your business.

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Growing Up in a Call Center: Thomas Laird

NobelBiz

This is First Contact: Stories of the Call Center. In episode 7, we talk with Thomas Laird about growing up in a call center, running a BPO today, and all the complex operations that need to take place to ensure you deliver the best support you can! The post Growing Up in a Call Center: Thomas Laird appeared first on NobelBiz®.

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Guest Post: How to Attract New Business During COVID-19

ShepHyken

This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to gain new customers during difficult economic situations, such as the COVID-19 pandemic. Just a few months ago, your business was as busy as ever. But now, with offices closed and business forced online due to COVID-19, many companies have watched work dry up.

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