The Petrova Experience
NOVEMBER 25, 2020
While there may not be a magic pill to guarantee the perfect customer experience, there is one thing that every organization needs to transform into a customer-centric business. And that is a customer experience strategy. Customer experience strategy in 2021 is not something you save for later when you can afford it. Today we continue our discussion of 2021 customer experience trends.
ShepHyken
NOVEMBER 25, 2020
As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.
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Contact Center Pipeline
NOVEMBER 25, 2020
In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never imagined that one day his humble venture would grow into one of the largest online retailers of musical instruments and audio equipment in the world. By the early 1980s, thanks to […].
HelpCrunch
NOVEMBER 25, 2020
Mobile developers usually think about mobile app support only when they start receiving negative feedback and smashing user reviews. That’s when they realize that their customers actually do have problems with the app and would [ … ]. The post 12 Steps to Provide Five-Star Mobile App Support appeared first on HelpCrunch blog.
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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.
Calabrio
NOVEMBER 25, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
NOVEMBER 25, 2020
A virtual assistant can be a great asset to any busy real estate agent. Agents need to be available to their clients many hours of the day, taking care of contracts, making and accepting bids, and handling all the calls that come in. Doing this on your own can quickly wear down any agent. A … Benefits of a Virtual Assistant in Real Estate Read More ».
Spearline
NOVEMBER 25, 2020
Contact centers continue to embrace cloud services and break free of their legacy on-prem infrastructures. Inbound voice reigns. Voice remains a preferred channel for customer communications. The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone c
Cyara
NOVEMBER 25, 2020
Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) and worrying more about our health, future and job security as the pandemic predictions stretch out into 2021.
Nuance
NOVEMBER 25, 2020
At each of the past few RSNA annual meetings, Nuance has introduced important new capabilities and enhancements for our diagnostic solutions portfolio. That includes the Nuance® AI Marketplace, Nuance PowerScribe™ One, and for 2020, the integration of Common Data Elements standards into PowerScribe One. We’ve also increased investments in PowerScribe Follow-up Manager, mPower Clinical Analytics, [.
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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
LiveVox
NOVEMBER 25, 2020
2020: a year of unprecedented challenges. From an impromptu shift to working remotely to an uptick in inbound volumes, customer care teams were on the frontlines of work disruption this year. As with most other industries, COVID-19 threw a real wrench in the gears. But in many ways, the challenges that customer care centers faced […]. The post Top Challenges for Customer Care in 2020 appeared first on Livevox.
Virtual Live Labs
NOVEMBER 25, 2020
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Ansafone
NOVEMBER 25, 2020
Problem A financial services company that offered debit-card based banking solutions to clients looking for an easier way to send money to friends and family living in Mexico needed support handling their incoming calls for service. Based in California, the company allowed clients to add money to debit accounts using kiosks in select locations, by … Financial Service Company Seeking Call Center to Provide Account Maintenance and New Account Support for Clients Read More ».
Virtual Live Labs
NOVEMBER 25, 2020
[link].
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.
Avoxi
NOVEMBER 25, 2020
Businesses use virtual numbers to handle a wide range of needs to strengthen their inbound and outbound strategies. These telephone numbers use VoIP technology and because they’re not directly bound to a physical line, companies have the flexibility and cost-effective means to make, take, and forward calls to one or multiple devices anywhere around the… The post Pandemic Impact: 5 Use-Cases for Virtual Numbers appeared first on AVOXI.
Call Experts
NOVEMBER 25, 2020
Are you running a business? VoIP can be your best friend. Do you know what VoIP is? VoIP stands for Voice over Internet Protocol, and it refers to a group of technologies that use the internet to lead unified conversations. Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines.
CSM Magazine
NOVEMBER 25, 2020
Everyone has heard the old adage, “The customer is always right.” It sounds really nice. However, anyone who has ever worked in customer service knows that it simply is not factual. Customers can be wrong, and they quite often are. People can get nasty when dealing with customer service representatives. Businesses in this field must work to walk the fine line between pleasing the customer and not letting the customer call all the shots.
Calabrio
NOVEMBER 25, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.
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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.
Comm100
NOVEMBER 25, 2020
Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process. For some software, live chat website integration is straightforward and quick, while for others adding live chat to your website may be more complicated.
Expivia
NOVEMBER 25, 2020
For many of us, that is what Black Friday and Cyber Monday are. Over the years, we have come up with some tips that help make these high-traffic days go as smoothly as possible. This week, we will talk about the 7 Tips to Make Black Friday run smoothly. No IT Updates This week. You do not need to be testing out any new technology. You do not want any new issues to arise from an IT standpoint that you might have to deal with on one of the busiest call center days of the year.
Comm100
NOVEMBER 25, 2020
There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Much of this speculation revolves around how to use these innovations to enhance customer service efforts, which has become such a crucial component of organizational growth today.
5CA
NOVEMBER 25, 2020
The times, they are a-most-definitely-changing. As seasoned CX veterans know, plenty of the received wisdoms of third-party contact center management have received something of a battering over the last few years.
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!
TCN
NOVEMBER 25, 2020
The holiday season has become synonymous with shopping nowadays. It seems the ultimate goal is. The post How Technology & Customer Service Play a Part in Holiday Shopping appeared first on TCN.
Calltools
NOVEMBER 25, 2020
High-volume outbound campaigns can help call centers increase their sales and improve customer engagement. You probably won’t get optimal results by using outdated technology, though. Boost your KPIs by adding predictive dialers to your call center. If you already use predictive dialers, make sure you optimize your campaign settings to make your campaigns more successful.
Influitive
NOVEMBER 25, 2020
The post How Ceridian uses its advocate program to coach and mentor customers — Q&A appeared first on Influitive.
Knowmax
NOVEMBER 25, 2020
Open source knowledge management: A trespass or a healthy interaction?
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
NOVEMBER 25, 2020
90%. That’s the rate of failure for the startups during their initial years. The challenge of acquiring its first 100 customers is something that every startup has to face. They don’t know if the product they are offering has any value until they start generating revenues. Acquiring the first cohort of customers is often more challenging than the later ones.
Talkdesk
NOVEMBER 25, 2020
This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. But how can they do it? Here are three tips on how to scale your contact center for the seasonal rush. 1. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows v
SmartKarrot
NOVEMBER 25, 2020
Role: Sr. Director, Customer Success Location: Denver, Colorado, United States Organization: Convercent As a Sr. Director of Customer Success, you will be responsible for developing the Customer Success Management team and associated practices to exceed revenue objectives from the customer base. Lead the CSMs through the development and management of strategic account plans and business reviews that can be used to create internal and customer alignment with their desired outcomes.
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