Cyara
JULY 21, 2021
According to this recent Qualtrics study that examined more than 2,000 consumers, 100 contact center agents, and thousands of customer journeys, it only takes one interaction with a contact center to change how 78% of consumers feel about a company… permanently. That’s it. A single interaction.
ShepHyken
JULY 21, 2021
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.
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Contact Center Pipeline
JULY 21, 2021
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change. Change must bubble up from within an organization, not merely cascade down from above, because in the next two years we’ll witness […].
The Northridge Group
JULY 21, 2021
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that business leaders rate their channel ease of use much higher than their customers do. Read highlights from Northridge’s latest report in the infographic below: To access the full State of Customer Experience 2020 report, please fill out the form below.
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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.
Advantage Communications
JULY 21, 2021
Your call center relies on the performance of its customer service representatives (CSRs) to provide greater customer service with every interaction, whether it’s on the phone, through email support or on your website’s live chat feature.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Satrix Solutions
JULY 21, 2021
What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give busi
Teresa Allen
JULY 21, 2021
I live in Northwest Florida, aka the 'Panhandle' or Emerald Coast. We are known for the most beautiful beaches in the world. While many tourist destinations suffered during COVID, we are in the midst of an unparalleled BOOM in tourism. Since we are a drive in market, families who don't want to cruise or go abroad are now driving here. Some of them were already familiar with us and others are first time visitors.
Avoxi
JULY 21, 2021
The Big 6 Benefits of SIP Trunking What are the benefits of SIP trunking that make it the most attractive route to unified communications? We're breaking down 6 big advantages of SIP trunking, including amazing data around productivity, cost reduction, and ROI! The Advantages of a Modern SIP Trunk Strategy The way the world does… The post The Big 6 Benefits of SIP Trunking appeared first on AVOXI.
Concentrix
JULY 21, 2021
Providing more channels and empowering self-service improved the customer experience for retail partners. The post Transforming a High-Volume Health Care Experience appeared first on Concentrix.
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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
CSM Magazine
JULY 21, 2021
With brands facing increasing competition for the attention of consumers, providing the best possible customer service has never been more important. Not only is it vital to keep customers informed, but it is also critical that businesses make it as easy as possible for consumers to reach them. Nick Millward, VP Europe at mGage , now part of Kaleyra explains.
Concentrix
JULY 21, 2021
Providing more channels and empowering self-service improved the customer experience for retail partners. The post Exceptional CX Transformation Worth Celebrating appeared first on Concentrix.
JivoChat
JULY 21, 2021
Nurturing customer relations and building consumer connections are among the most essential strategies for both growing and retaining your customer base. But, unfortunately, customer relations can fall by the wayside for some businesses. In many cases, businesses fail to capitalize on the growth and retention that comes with the right customer relations strategy.
Uniphore
JULY 21, 2021
Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.
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.
Anexa BPO
JULY 21, 2021
The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark. For the past 18 months, people struggled through stay-at-home orders, travel bans, restrictions on meeting individuals from other households and the closure of nonessential stores including gyms, cinemas, museums, art galleries and even places of worship.
Quiq
JULY 21, 2021
Share This Story Wouldn’t it be great if your brand could offer personalized web chat assistance to customers at exactly the right point of their customer journey? Contextual engagements like this could assist customers on specific pages when they have a coupon problem, can’t find the right product, or have a question about their order. We’ve got some great news for you.
LiveVox
JULY 21, 2021
We’ve all been there: Eagerly calling a friend to share the good news, but, instead of having that great conversation, we get their voicemail that asks us to leave a message. For many, hearing that voicemail is an everyday annoyance. For agents at outbound contact centers, reaching voicemail after voicemail is more than a mere […]. The post The ROI of Answering Machine Detection in the Contact Center appeared first on Livevox.
CSM Magazine
JULY 21, 2021
You just purchased a historic hotel. You’re hoping to open it soon but also want to make sure it’s ready for the folks curious enough to come and stay in a historic site. The following are six tips to help you make it happen, starting with opening night. 1. Take Time with the Restoration. One thing you have to do is take time with the restoration.
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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.
inSided
JULY 21, 2021
This week, Ângela Guedes , Head of Customer Success at Belvo , gives us the low-down on Digital Customer Success and when (and why) you should mix tech-touch with high-touch. There is a lot of buzz in the Customer Success space about guiding customers to their outcomes with technology. Some people love it, others believe those that do are selling their souls to the Devil.
CSM Magazine
JULY 21, 2021
Payroll processing—are you up to speed? If you’re an employer, you probably know that payroll processing can be an arduous and time-sucking task. Payroll processing may require you to follow certain steps, like inputting employee information, double-checking your entries, and generating pay stubs. Done manually, payroll processing can result in critical errors, some of which could subject your company to federal penalties.
BetterXperience
JULY 21, 2021
We are in a conference room listening to a recorded call. Marie is on the phone with an agency employee who stands between her and her ability to feed her family. She needs her unemployment check, and had been getting a busy signal for a week. Even though she waited over 120 minutes hours she is thrilled to be getting help. Problem is she has waited 2 hours in the “wrong” line, the sub department that can help is about 20 minutes away by car but the wait time is another 120 minute
Anexa BPO
JULY 21, 2021
The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark. For the past 18 months, people struggled through stay-at-home orders, travel bans, restrictions on meeting individuals from other households and the closure of nonessential stores including gyms, cinemas, museums, art galleries and even places of worship.
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!
Knowmax
JULY 21, 2021
4 Benefits of a Knowledge base for self service.
SmartKarrot
JULY 21, 2021
Of all the debates that one can possibly have in the world of sales and marketing, one that takes no backseat is customer acquisition vs customer retention. Which is better and which one should you zero in on? Even though it looks like a simple question, the answer here is not so simple. While acquiring customers is an integral part of any growing business, retaining them for good is also equally important.
SharpenCX
JULY 21, 2021
Back in 1927, husband and wife John Willard and Alice Sheets Marriot started a humble root beer stand. With this, they founded Marriott International. By 1957, the couple implemented a new customer experience strategy and expanded their root beer stand into a profitable chain of restaurants. Eventually, they moved business into the hotel and hospitality industry.
SmartKarrot
JULY 21, 2021
Role: Director of Customer Success Location: Remote, United States Organization: Givelify As a Director of Customer Success, you will collaborate cross-functionally with Customer Success, Marketing, Revenue Operations, and Data ScienceAnalytic teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale. Develop a digitally-led, low-touch customer communicationengagement strategy through the customer lifecycle – including onboarding and launch.
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
Expivia
JULY 21, 2021
You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Seeing what options are available is just as available as looking ahead. .
Cincom
JULY 21, 2021
This is a great question, and one that is very important to insurers of all sizes and lines of business. While most insurers have structured documents that are produced in high-volume batches (e.g., policies, contracts and billings) under control, most find the dynamic, ad hoc nature of letter correspondence to be difficult to tame, especially when delivering personalized content in real time across a multitude of channels.
Calltools
JULY 21, 2021
The number of robocalls in 2021 will reach an estimated 51 billion. Because of the number of robocalls targeting customers in the finance industry, financial call centers need to work hard to maintain consumer confidence. Explore the challenges to this goal and how you can promote a positive relationship with credit card companies, banks, mortgage brokers, and other finance companies.
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