Tue.Jul 05, 2022

3 Call Center Quality Monitoring Best Practices


Steve Jobs once said, “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” ” That first sentence is a home run for call center quality monitoring. But these days, customers expect excellence. .

29 leaders share the best ways to increase customer lifetime value


We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices


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The Customer Success Playbook: How to Survive and Thrive During an Economic Downturn


In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift.

Omnichannel Orchestration Guide for Your Financial Services Call / Contact Center


Find out how you can improve your omnichannel orchestration by following these guidelines for financial services. The post Omnichannel Orchestration Guide for Your Financial Services Call / Contact Center appeared first on Livevox. Omnichannel

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Net Promoter Score® Research: the “for” and “against” list


Over the past few years, I have come across all sorts of research on Net Promoter Score. Some of it positive and some of it negative, but never in the same place or easy to access. Typically, organisations only link to the research that supports their case. So I thought that it would be a […].

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More Trending

How to add a Chatbot to iOS


Last Updated on July 6, 2022 In this article, we will be sharing steps to building an iOS chatbot with Kompose. We will teach you everything you need to build a sample chatbot using Kompose for an iOS app. Step by Step Guide to Building iOS Chatbot with Kommunicate Step 1: Setup an account in [.].

How To Tell The Cream From The Crop With These 10 Standard Call Recording Features


Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same. Call Recording Complianc

Make Lemonade from Supply Chain Lemons [Part 1]


While there is no question that supply chain issues have emptied the whole toolbox into our collective gears, upending the most well-laid plans, this doesn't have to be the whole story: there is a silver lining to be found if you look for it.

6 Tips to Help You Create an Amazing Customer Experience


Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

5 mistakes companies make with chat support


Do you offer live chat support or want to offer customer service chat? Make sure to avoid these pitfalls. Adding chat support – or switching completely to chat support from traditional channels such as phone support – can reduce operational costs and resolve customer concerns faster.

Amazing Business Radio: Matthew Holman

Shep Hyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers.

How to sell your CEO on Key Account Management


Struggling to effectively manage large accounts as an account manager is difficult without organization-wide support.

Strong Investment in CX Sees Sabio Group Drive Record Growth

CSM Magazine

Sabio Group , the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today. In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8%

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Will Customer Service be Replaced by Robots?


What colors our imaginations? When it comes to our concepts of artificial intelligence and robots, how much of it is affected by what we’ve seen on TV and in the movies, from The Matrix to Blade Runner ? Beyond that, how prominent is the fear of automation taking jobs from humans?

Improve Your Company’s Image Using These Powerful Strategies

CSM Magazine

A lot of entrepreneurs and business owners are so focused on the technicalities of running their companies and promoting their products or services that they sometimes ignore how important it is to also build a good image for their brand.

5 Key Takeaways from The Customer Conference Europe 2022

Education Services Group

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1.

Merchants Academy wins at Cape BPO Awards


In 2021, Merchants launched its Academy in line with its dedication to building a strong talent pipeline in South Africa, equipped with future ready skills. The post Merchants Academy wins at Cape BPO Awards appeared first on Business Process Outsourcing Services | Merchants CX SA. Articles News

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

The silent treatment: What to do when a customer ghosts


Is there anything worse than the deafening silence of that one customer email that’s missing from your inbox? Isabel Ruiz, former Customer Education Manager and host of CSM Toolbox, shares her best tricks for dealing with the silent treatment. Customer Success

ABS India collaborates with HoduSoft in a strategic move as a Value-Added Reseller


ABS India collaborates with HoduSoft in a strategic move as a Value-Added Reseller. HoduSoft, a leader in the Unified Communications software market, recently collaborated with ABS India, a leading enterprise communication solutions provider.

PBX vs. Cloud Telephony: What is the Best Solution for Call Centers?


The proliferation of Internet-based communications has made the transition to an IP-based corporate telephone system an unavoidable trend. Call Centers must then choose between pbx and cloud telephony implementation.

Use Amazon SageMaker Data Wrangler in Amazon SageMaker Studio with a default lifecycle configuration

AWS Machine Learning

If you use the default lifecycle configuration for your domain or user profile in Amazon SageMaker Studio and use Amazon SageMaker Data Wrangler for data preparation, then this post is for you.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

New from Spearline! IVR systems testing


[link] Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard to know if your customers are experiencing these problems.

Reasons and benefits of choosing back office outsourcing services

Back Office Centers

Any business’s efficient operation is greatly influenced by its back-office activities. Businesses and organizations may minimize their data management pain points with back-office outsourcing. Back Office Centers provides specialized back office outsourcing services backed by knowledgeable staff and cutting-edge technologies to assist corporate development.

Contact Center Pipeline Magazine: Inside Our July 2022 Issue

Contact Center Pipeline

While talking with people, I hear the same few struggles discussed. It seems to mark a sign of the times for our industry. Our July issue covers many of these issues. Customer promises/experiences and staffing struggles are the hot topics right now.

Outsourcing customer service: How is it a smart move for your business

Dialer 360

Outsourcing customer service is an appealing idea for improving customer service. This helps to give an immediate response to customers by saving time and money. Improve the service quality, mainly when you initiate your business and too much pressure on your service team.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Jul 05 – Customer Success Jobs


Role: Director of Customer Success Location: Boulder, CO, US Organization: Floify As a Director of Customer Success, you will build, develop & maintain C-level and senior-level customer relationships for enterprise-level clients and ensure the renewal of key accounts.

Outsourcing customer service

Dialer 360

Outsourcing customer service is an appealing idea for improving customer service. This helps to give an immediate response to customers by saving time and money. Improve the service quality, mainly when you initiate your business and too much pressure on your service team.

How Conversational CX Will Transform Customer Communication


Customer expectations keep changing, and all business updates revolve around these changing expectations. During the last few years, customer expectations have changed beyond recognition. And do you know what change this expectation has brought in the B2B SaaS world? Conversational CX!

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