ClientSuccess
FEBRUARY 14, 2023
Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.
ShepHyken
FEBRUARY 14, 2023
Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.
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Contact Center Pipeline
FEBRUARY 14, 2023
One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t on-site and having someone physically looking over your shoulder that somehow you can’t be infused with your employers’ values. This on-premise argument has long been a head-shaker.
Fonolo
FEBRUARY 14, 2023
Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.
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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.
HelpCrunch
FEBRUARY 14, 2023
Chatbots become regular virtual assistant tools that businesses across a variety of industries adopt. And you can’t surprise your customers with a bot on your website or app anymore, but you surely can make them [ … ] The post Top 18 Chatbot Use Cases to Improve Your Business Performance appeared first on HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
kommunicate
FEBRUARY 14, 2023
Last Updated on February 14, 2023 There are over 2.93 billion Monthly Active Users (MAU) on Facebook (owned by Meta). That’s more than the population of the United States, Germany, UK and France combined. Meta also owns Instagram, which has a record 4.25 billion total visits to its website every month. A whopping 70% of [.] The post Campaign Messaging – A Brand New Way To Reach Your Customers appeared first on Kommunicate Blog.
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.
LiveVox
FEBRUARY 14, 2023
Sheri Greenhaus, managing partner of the CrmXchange, explains why you need to invest in your agent experience in this episode of the CX Reflex. The post LiveVox CX Reflex Episode 1: It’s A Whole New World For Contact Center Agents appeared first on LiveVox.
AWS Machine Learning
FEBRUARY 14, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML). It indexes the documents stored in a wide range of repositories and finds the most relevant document based on the keywords or natural language questions the user has searched for. In some scenarios, you need the search results to be filtered based on the context of the user making the search.
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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
ConvergeOne
FEBRUARY 14, 2023
All the five main attributes discussed in our last blog post on infrastructure resiliency —digital infrastructure contributions to business outcomes; resiliency readiness; consistent and prescriptive governance; improving autonomous operations and prioritizing automation; and ubiquitous deployment of cloud-native platforms and services—are areas organizations need to improve on in their quest to attain the highest level of maturity with infrastructure resilience.
Maru Group
FEBRUARY 14, 2023
By Glyn Luckett Maru/Matchbox | February 2023 Due to inflationary pressures in the global economy, budgets and spending has come under scrutiny in many organizations. One area where spending is likely to come under pressure is learning & development training (L&D). Learning at all levels of the organization sets the foundation for success in many ways, including retaining top talent, increasing employee satisfaction in the workplace, and better customer service.
Cisco - Contact Center
FEBRUARY 14, 2023
When I entered the workforce, Cisco was never on my radar. I was complacent at the company I worked for and had every intention of retiring from that company.
JivoChat
FEBRUARY 14, 2023
When creating marketing strategies, a professional can base their decisions on data analysis. Instead of just guessing it’s possible to use previous market research, key performance indicators that the company keeps track of, and other valuable information to increase the chances of success. But to enjoy those data, you need to know how to analyze them, and that’s why marketing analytics courses can help you.
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.
Helpware
FEBRUARY 14, 2023
The hospitality sector is an industry highly dependent on customer satisfaction. Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves. In contrast, even one instance of negative feedback can send ratings into a downward spiral.
Anexa BPO
FEBRUARY 14, 2023
In today’s highly competitive business environment, companies that prioritize customer experience (CX) have a significant advantage over those that don’t. The happier and more satisfied your customers are, the more likely they are to stay loyal to your brand and refer others to your business. That’s why understanding your customers’ sentiment is so crucial.
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.
WiserOwl Blog
FEBRUARY 14, 2023
Content of this article is based on live customer deployments and outcomes. In the 1990s, NASA launched the Martian Climate Orbiter to study the atmosphere of Mars and relay messages from the Mars Polar Lander. And while everything appeared in good order, there was a problem: The Orbiter relied on metric measurements to optimize […] The post A Misunderstanding Between Executives and Contact Centers is Costing Billions appeared first on WiserOwl.
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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.
24-7 InTouch
FEBRUARY 14, 2023
WINNIPEG, MB – FEBRUARY 15, 2023 – IntouchCX, a leading global customer experience and technology company, has announced its expansion into Malaysia. This expansion closely follows the recent rebranding of the Company, with it changing its corporate name from 24-7 Intouch to better align with its accelerated growth, new solution offerings, and positioning as a market innovator.
NobelBiz
FEBRUARY 14, 2023
To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. A 360-degree customer view is an approach that allows contact centers to gain a complete understanding of the customer through collecting and analyzing data from multiple sources.
Natalie Petouhof
FEBRUARY 14, 2023
In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys, joins Chris Kellner, Global VP of Sales & Partnerships at DigitalGenius! The post Unlocking the Value of Empathy in Customer Experience with Dr. Natalie Petouhoff of Genesys appeared first on Dr Natalie News.
NobelBiz
FEBRUARY 14, 2023
Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. CRM strategies involve using technology to store and analyze customer data and automate and streamline sales and marketing processes.
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!
CSM Magazine
FEBRUARY 14, 2023
Online shopping – the process can sometimes be so frustrating as to send you off your trolley! We’ve all been there, that last minute hesitation before you hit ‘Pay Now’ on checkout at Amazon, eBay or wherever. It’s difficult enough deciding to spend your money on something you can actually hold in your hands in a brick-and-mortar shop in a mall or on the high street.
NobelBiz
FEBRUARY 14, 2023
Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins speaking or vice versa. Dead airtime can negatively impact the customer experience and make the interaction feel awkward or uncomfortable. In a contact center setting, it is essential to minimize dead air time as much as possible to ensure a smooth and seamless customer experience.
CSM Magazine
FEBRUARY 14, 2023
Acquisitions of bot strategy and design leader VoxGen and conversational automation provider Nu Echo position Waterfield Tech for ongoing CAI industry leadership. Waterfield Tech , a leading global customer engagement solutions provider, today shared business growth highlights for 2022. Underscoring Waterfield Tech’s ability to offer customers the benefits of one of the industry’s fastest-growing and most deeply experienced conversational AI (CAI) practices, the company successfully completed tw
SQM Group
FEBRUARY 14, 2023
Learn how call center managers use quadrant map data visualizations to know if their agent's performance is at its peak for efficiency and effectiveness.
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
CSM Magazine
FEBRUARY 14, 2023
Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. In a multi-year agreement, Sabio – the digital customer experience (CX) transformation specialist – has helped deliver Appello’s move to Genesys Cloud and will continue to be the delivery and support partner.
Cisco - Contact Center
FEBRUARY 14, 2023
Co-authored by Will Suk , Global Partner Executive at Cisco Cisco on Apple products delivers the best ‘work from anywhere’ experiences.
Working Solutions
FEBRUARY 14, 2023
Running a successful business has become a complex undertaking, regardless of industry.
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