Fonolo
JANUARY 28, 2021
Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.
Steve DiGioia
JANUARY 28, 2021
Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store. We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted. With patience, poise, and grace, she asked the right “ qualifying questions ” to determine my needs, wants, and desires.
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Contact Center Pipeline
JANUARY 28, 2021
Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. As Einstein once […].
Integrity Solutions
JANUARY 28, 2021
It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. There goes the talent, the institutional knowledge, the continuity of relationships, the momentum.
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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.
TeleDirect
JANUARY 28, 2021
Trying times call for tried and true customer service capability. If any year in recent memory could be called a “crisis,” 2020 checks all the boxes. From social unrest to a global pandemic to economic uncertainty, the current year has few parallels or precedent. Taken from a business perspective, the current environment has illustrated the need for superior customer service.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TeleDirect
JANUARY 28, 2021
It’s hard to believe, but 2020 will soon be history. And for most people, the current year can’t become the past soon enough. Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! There is no guarantee the next year will be much better than this one, so it helps to align your business goals with an actionable, practical plan.
ChurnZero
JANUARY 28, 2021
2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Winning SaaS platforms included AppFolio, Canva, CallRail, ChurnZero, FullStory, Okta and Toast. “Borrowing from venture capitalist Marc Andreessen , ‘software continues to eat the
Nuance
JANUARY 28, 2021
We all have that one person in our life who’s forever forgetting their passwords to their online accounts. The saved login feature in their browser is their lifeline; so too is the face ID that lets them into their bank accounts from their mobile device. Perhaps, though, no story is more dramatic – or more [.] The post The case for password-less authentication: Forgotten passwords lead to lost crypto investments appeared first on What’s next.
Toister Performance Solutions
JANUARY 28, 2021
I can't stand it, I know you planned it. —The Beastie Boys, Sabotage The message was heartbreaking. A customer service professional contacted me and admitted she was deliberately providing poor service. It went against her core beliefs, but she did it anyway. Gaby (not her real name) wanted my advice. I didn't have any great options to share with Gaby.
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.
ConvergeOne
JANUARY 28, 2021
As today is Data Privacy Day, it is only fitting that we discuss your data and understand the rights you have when sharing that information. How many of you have used Google? Apple? Facebook? Amazon? Within the last day? Did you know what you were agreeing to when you quickly scrolled down to the accept their terms of service boxes? How about when you accept the numerous cookies that pop up on seemingly every website that you visit?
Interactions
JANUARY 28, 2021
A few years ago, Marie Kondo took the hearts of the world when she introduced her method to declutter and organize houses by “sparking joy”. This minimalist approach transformed people’s homes and lives and has since become a fresh way to look at everything in life: if it doesn’t spark joy, it doesn’t belong. . Let’s take a look at Marie Kondo’s method as it relates to the customer experience.
LiveVox
JANUARY 28, 2021
As more organizations shift their contact center to work from home or a hybridized model, the importance of cloud security becomes increasingly apparent. The cloud is indispensable when it comes to creating a successful contact center in a work from home environment. It gives agents access to data and productivity tools stored where they can […].
Call Experts
JANUARY 28, 2021
It feels like a no-brainer: customers are the key to having a successful business! Why? Well, they will purchase and review your products and services and can be your biggest advocates. This power is why so many companies find themselves asking, “what is customer service?” This is a great question, but we will counter your question with another question, “what is customer success?
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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.
Waterfield Technologies
JANUARY 28, 2021
Vladimir Babiuc appointed VP of Finance and Accounting Tulsa, Oklahoma – January 28, 2021 – Waterfield Technologies, a global leader in customer experience solutions, today announced the addition of Vladimir Babiuc […]. The post Waterfield Technologies Announces Appointment of New VP of Finance and Accounting appeared first on Waterfield Technologies.
Spearline
JANUARY 28, 2021
Terrible audio quality is something that businesses constantly fail to notice as a threat to the company. One may think a poor phone call may be a harmless, everyday problem but in reality, terrible audio quality can seriously impact customer relationships with your agents and cause a massive loss in revenue for businesses. Most businesses may not realize that customers are dissatisfied with the company, caused by terrible audio quality calls.
CSM Magazine
JANUARY 28, 2021
Industry leaders from across the global payments and security space will feature at a virtual conference including Oracle and PayPal. PCI Pal , the global provider of cloud-based secure payment solutions, has today announced new details for its virtual conference on 24 th February 2021, where attendees from around the globe will engage in conversation and discover insights about the future of payment security and customer experience.
Nicereply
JANUARY 28, 2021
Why follow the “ old rules ” instead of improving the user experience and sell more? Every business is changing, and the web industry is progressing faster than anything else. Rules of the games never remain the same – things that worked five years or even a year ago might not work anymore. Webmasters around the globe are testing different approaches, and today we’re going to talk about the ones that obviously don’t work.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
CSM Magazine
JANUARY 28, 2021
Shoppers are proving to be fickle when they don’t get what they want from mobile sites of brands which are not fit for purpose on their device or browser. Last year, 4.57 billion people were accounted for as active mobile internet users. In helping brands prioritise their mobile site, browser testing platform LambdaTest has pulled together top tips (listed below) including ditching the nav bar, keeping the menu short, and limiting downloadable content to increase conversion from mobile s
ConvergeOne
JANUARY 28, 2021
As today is Data Privacy Day, it is only fitting that we discuss your data and understand the rights you have when sharing that information. How many of you have used Google? Apple? Facebook? Amazon? Within the last day? Did you know what you were agreeing to when you quickly scrolled down to the accept their terms of service boxes? How about when you accept the numerous cookies that pop up on seemingly every website that you visit?
CSM Magazine
JANUARY 28, 2021
As a customer service manager, you know that bad customer support can ruin your company’s image, even if your product or service is spectacular. And when customers experience bad service, they tell others. Your help desk team is, therefore, crucial to your business. Their job is not always an easy one and it’s important to recognize the challenges they face.
SmartKarrot
JANUARY 28, 2021
Increasing price periodically is inevitable for any growing business. There are multiple factors that account for price increase like rising production cost, staff salary hike, revenue growth, or upgrading the product. While it is a necessary step to keep your business running, it surely is not pleasant for your customers. Hence, announcing price increase to customers must be done carefully so you don’t lose them.
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.
CSM Magazine
JANUARY 28, 2021
When working remotely, engagement levels are crucial to success. Find out how to boost engagement and make working fun for customer service employees. The COVID-19 pandemic changed the way the customer service industry operates forever. After almost a year of lockdowns and social distancing, working from home is no longer a novelty. In fact, it’s starting to take its toll on those who are used to office environments and thrive on the social aspects of going to work.
SmartKarrot
JANUARY 28, 2021
Role: Vice President of Customer Success Location: Remote, United States Organization: 3DLOOK As a Vice President of Customer Success, you will architect and build the customer success organization to support customers from onboarding and training through to long-term multi-year contracts at scale in support of the revenue ambitions. Define, map, and optimize the customer journey to increase renewal rates and minimize churn.
PeopleMetrics
JANUARY 28, 2021
PeopleMetrics Turns 20! 3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.
Hodusoft
JANUARY 28, 2021
Customer experience matters a great deal for financial services. You get more business and you get more recommendations from a satisfied customer. Communication is one important vector for customer happiness and given that customers may choose any channel of communication, the call center software plays an important role. Whether it is responding or reaching out, you just cannot do without call center solutions.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Creative Virtual
JANUARY 28, 2021
By Paulo Barrett, Chief Operating Officer. Ask any seller of a highly complex and customizable chatbot or virtual agent system about cost and you’re likely to get an evasive answer. ‘There’s no one-size fits all.’ ‘I’d need to talk to you on the phone to give you an accurate quote.’ Increasingly, in this ever-saturating market, it’s easy to find elements of chatbot pricing (i.e., API request fees) or flat monthly subscription costs for low-end systems, but who is giving the educated bot buyer a
Babelforce
JANUARY 28, 2021
Customer Acquisition Cost is a key target for businesses. It also happens to be one area where outbound or blended contact centers can have a massive impact. That’s clearly of huge benefit to any organization. What’s more, bringing down acquisition cost often has a ripple effect that positively impacts CX. Why is that you ask? The short answer is that reducing cost generally means reducing effort.
Natalie Petouhof
JANUARY 28, 2021
Tweet In this “new” world we are living in, the ability for an organization to treat their customers and employees with empathy has never been more important. I think pretty much everyone agrees on that. But where I see differences and perhaps what needs to be explored more is – “What does showing “empathy” mean and how does a brand deliver it?”. While there are many interpretations of the word empathy, in the context of being of service to your customers and employees, I’d like to offer what I
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