JustCall

JUNE 2, 2021

Over 50% customers today are willing to switch brands after having one bad customer service experience. While that may sound excessive, there is no denying that the call center skills of your agents can either make or break your business. What is Customer Service? Starting right from the basics, customer service is the act of rendering support and assistance to the potential and existing customers of an organisation.

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Callminer

JUNE 2, 2021

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that.

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ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. This is actually good for everyone.

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Contact Center Pipeline

JUNE 2, 2021

Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams prior to Covid, but what an acceleration! I think these strategies will continue to be a part of our culture moving forward. We may not maintain pandemic levels of virtual teams, […]. The post Contact Center Pipeline Magazine: Inside Our June 2021 Issue first appeared on Contact Center Pipeline 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.

TELUS International

JUNE 2, 2021

Discover what data annotation is, why it's important and the key types of data annotation processes that help fuel our AI-driven world.

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Technology 176

C3Centricity

JUNE 2, 2021

We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.

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Inbenta

JUNE 2, 2021

The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees. The sudden switch to remote work has introduced additional work to Human Resources, who have had to revamp their people management operations and respond to the massive influx of employee requests for assistance.

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Nuance

JUNE 2, 2021

We have had the privilege – for several years now – of working alongside our customers in the financial services sector, innovating and implementing AI-powered solutions that can transform the way we work, connect, and interact with each other. Through these partnerships, we honor our customers by listening to what they have to say, what [.] The post Modernizing and optimizing customer experiences in banking appeared first on What’s next.

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NICE inContact

JUNE 2, 2021

If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution. This article will provide real-life examples of effective chatbots plus tips for identifying and implementing the best chatbot for your contact center.

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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

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Edify

JUNE 2, 2021

Great questions arise whenever we host webinars, give one-on-one demos, and even as we onboard new customers. When these questions require technical answers, I like to go straight to our in-house expert, co-founder and CTO Bracken Fields. Last week I sat down for a Q&A with Bracken to hear first-hand what he had to say about the hotly discussed topic of contact center software pricing.

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Contact center software Contact Center 75

SharpenCX

JUNE 2, 2021

About a month ago, my shoe order got lost in transit. Naturally, I called customer service to track it down. I sat on hold for 45 minutes, only to be told, “sorry, I can’t help you — our system says your order was delivered.”. Another time, I spent a good hour of my work day going back and forth with my medical insurance customer service and the billing office of a hospital.

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TeleDirect

JUNE 2, 2021

It’s been so long since things have been “normal.” If 2020 taught us anything, it’s that nothing is permanent, and everything can change in an instant. Take the office workspace, for example. Remember “water cooler chat?” What used to be a harmless method for casual communication with co-workers suddenly seemed off-limits forever. Same goes for birthday parties at the office, team-building exercises, and a thousand other things.

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Nuance

JUNE 2, 2021

We’re excited to announce the latest addition to our Intelligent Engagement Platform: Messenger API support for Instagram. Just announced at F8 Refresh, Facebook’s virtual developer conference, this API will deliver seamless integration with Messenger from Facebook, expanding the reach of Nuance’s intelligent engagement tools to Instagram. Instagram’s continued focus on professional accounts over the past [.

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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.

Customer Experience

aircall

JUNE 2, 2021

How do you let your customers know about your new products and services? How do they reach you when they need help? Everyone knows that effective communication is the foundation of good customer service. However, what isn’t widely known are the steps to effective communication, and one key element to this is the communication channels that you use and make available to customers.

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Strategic Contact

JUNE 2, 2021

Our assessment and planning projects often carry the recommendation to build out the team of support resources – e.g., business analysts to address forecasting and scheduling, perform analysis to drives actions, and manage knowledge and process automation. Committed resources for quality assurance and training can be a common gap that grows more evident as the.

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TeleDirect

JUNE 2, 2021

Know your customers, and there’s a good chance you’ll deliver the products and services they’re looking for…and retain those clients for a long time! Have you heard about the 5 different types of customers, and how to cater to each? TeleDirect’s business process outsourcing (BPO) call center platform and other services are versatile enough for our own exceptionally diverse client base, which spans the entire business continuum.

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Jon Arnold

JUNE 2, 2021

First Tuesday of the month - that usually means newsletter time, and yes, the June issue of JAA’s Communications and Collaboration Review went out to subscribers yesterday. In tandem, our latest Watch This Space podcast episode went live as well. Thumbnail for that below will give you a good idea of what we talked about, and you can give it a listen here.

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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.

Self service

TeleDirect

JUNE 2, 2021

So which type of call center do you currently have? Or, which kind of call center are you looking to implement in order to improve customer service? TeleDirect , a recognized leader and innovator in the call center & business process outsourcing (BPO) field, has assisted hundreds of clients with our proven customer communication platform. From finding an effective call center strategy to more refined applications like Tier I tech support and telesales & upsells, we’ll point your call cen

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ClientSuccess

JUNE 2, 2021

Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. As CSMs and customer success leaders, it’s easy to get ‘too close’ to your project plans, issues, and implementation items that you lose sight of the bigger customer success picture.

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TeleDirect

JUNE 2, 2021

Business is booming. Orders never stop. It seems like your business never slows down. Those are great “problems” to have, right? Explosive growth, while exciting, also presents unique challenges for business, particularly smaller enterprises. With large-volume orders, a greater need for streamlined customer service and more, a call center for small businesses is a great way to ensure your clients not just get the service they deserve, but also so you don’t miss out on potential opportunities.

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TMP Direct

JUNE 2, 2021

As states around the country begin to ease restrictions, residents start to emerge into public places, and restaurants open, albeit to new rules, the future of the food and beverage industry is coming into focus. While there a lot of unknowns, one thing is certain: it is going to come out of this a changed industry. Until now, restaurants have battened down their hatches and weathered the storm with combinations of furloughing, take-out programs, and as much delivery as they can support.

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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!

Feedback

TeleDirect

JUNE 2, 2021

Improving the customer experience – it’s something most companies want, and probably every enterprise needs. Keep your customers happy with an enhanced user experience, and chances are those clients are with you for the long haul. TeleDirect’s business process outsourcing (BPO) services enable our clients to help improve their own customers’ experience, thanks to robust, capable support with call center platforms , any-industry expertise , and much more.

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Spearline

JUNE 2, 2021

You don't know about the calls that never connect but with Spearline you can be safe in the knowledge that all your customers are able to connect to your agents when they need to. With Spearline you can monitor and test your lines proactively putting the power in your hands. Contact Spearline today for a free live trial. About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax ser

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ViiBE Blog

JUNE 2, 2021

Augmented reality is one of the most rapidly evolving technologies, merging both the real and the virtual world together. By overlaying virtual objects and surroundings with the real world, AR revolutionizes traditional ways of doing business and transforms customer experience on both ends. With that in mind, AR is thus the perfect solution if your organization aims to face the current challenge within retail – to resolve issues quickly and resolutely while providing a smooth and stress-fr

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Anexa BPO

JUNE 2, 2021

Business is still reeling from the global impact of the COVID-19 pandemic. While hope is growing for a strong recovery with the implementation of vaccine therapies, victory still lives very much in the future. The third wave is largely behind us, and although experts are cautioning about the dangers of re-opening too soon and triggering an even more lethal fourth wave, most organizations – in most sectors – are testing the waters and reviewing their business models in preparation for the “next n

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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

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CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Having joined the business as Chief Revenue Officer in 2020, Tom will take the reins of this fast-growing global network of loyalty consultants to lead its commercial strategy, partnerships and new business – adding to the company’s stable of prestigious clients which already includes Molton Brown, Benefit Cosmetics, Cadogan Estates, Mall of Qatar, Christian Louboutin, Ca

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Anexa BPO

JUNE 2, 2021

We know that the global pandemic has changed many ways in which we function. This includes communicating, conducting business and even consuming. With this shift, we’ve been forced to find creative ways to support many day-to-day activities, both as consumers and business operators. Brick and mortar operations have had to completely reconstruct their business model, the online outlet has become the number one shopping platform and BPO (Business Process Outsourcing) companies have increasingly st

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LiveVox

JUNE 2, 2021

June marks the beginning of summer and time to celebrate Pride––an entire month dedicated to uplifting the LGBTQ+ community and celebrating diversity, equality, and visibility. There are many ways to celebrate Pride, from learning the movement’s history to supporting the diverse array of LGBTQ+ voices, to supporting local LGBTQ+ businesses and charities, and more.

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