ShepHyken

APRIL 21, 2023

This week, we feature an article by Josh Centers, Business Journalist at TextExpander. It is a platform that helps teams save time and eliminate repetitive typing with just a few keystrokes. He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. Imagine pulling up to a McDonald’s drive-through, and instead of hearing, “Hi, welcome to McDonald’s, may I take your order,” you were greeted with a gruff: “McDon

Customer Service 156

Customer Service Scripts Accountability Customer Experience 156

TechSee

APRIL 21, 2023

A truck roll is when a technician or service provider drives to a customer’s location to install or repair equipment. They are a necessary part of many customer and field service operations. And there will always be situations where a technician needs to be dispatched in-person to solve a problem with their special skills or equipment. However, a surprising number of visits end up being wasted on issues that could have been easily fixed by customers themselves had they have been given a li

Transportation 109

Transportation Government Engineering Accountability 109

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

MiaRec

APRIL 21, 2023

As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it. It can boost agent morale, reduce customer churn, catch potential problems before they happen, and so much more.

Contact Center 86

Contact Center Morale Analytics 86

Advertisement

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.

Cisco - Contact Center

APRIL 21, 2023

Co-authored by Abhinav Singh , Content Manager at Cisco ‘The measure of intelligence is the ability to change’ – Albert Einstein.

Technology 89

Technology Management 89

Cisco - Contact Center

APRIL 21, 2023

The EU Cyber Solidarity Act and Cybersecurity Skills Academy Russia’s invasion of Ukraine put additional pressure policymakers in Europe to urgently deliver better rules to improve the European Union … Read more on Cisco Blogs

76

76

Concentrix

APRIL 21, 2023

Discover how immersive, web3, and generative AI technologies can help create commercial offerings that deliver business value today.

Technology 62

Technology 62

LiveVox

APRIL 21, 2023

Every leader knows the power that call center monitoring software gives them. Over the years, the meaning of “a positive customer experience” has evolved. Businesses have adapted by changing the way they approach customer service. In the call center, changes are commonplace. Training contact center agents to adapt to those changes requires knowledgeable call center […] The post Streamline Your Call Center Now with Call Monitoring Software appeared first on LiveVox.

Call Center 52

Call Center Contact Center Customer Experience Customer Service 52

Concentrix

APRIL 21, 2023

Learn about Concentrix’s placement as a Strong Performer in The Forrester Wave TM : Customer Feedback Management, Q1 2023 report.

Feedback 62

Feedback Management 62

Advertisement

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

Surveys

CSM Magazine

APRIL 21, 2023

Outsourcing business processes is a great way to free up time, reduce costs and increase the efficiency of your business. Not to mention that with remote-only workforces continuing to grow, using outsourced talent is becoming the norm. There are many reasons why it is smart to outsource some of your operations. Here are some of the best roles to outsource.

outsourcing 52

outsourcing Business Process Outsourcing Accountability Marketing 52

Arbeit

APRIL 21, 2023

“Potential Spam,” “Spam Risk,” And “Scam Likely” Labels Impact The Credibility Of Your Debt Collection Agency The rapid increase in spam, robocalls, and scam calls has made consumers more cautious when answering calls from unknown numbers. As a result, legitimate debt collection agencies sometimes face the challenge of having their calls labeled as “Potential Spam,” “Spam Risk,” or “Scam Likely,” affecting their credibility and success.

voip 52

voip Construction Surveys Technology 52

CSM Magazine

APRIL 21, 2023

Marketing is only one small piece of the puzzle when it comes to a successful business and connecting with your customers. Using social media is certainly powerful, but without the right strategy and types of content, it will fall flat without achieving your business goals. That’s why you need to start thinking outside of traditional marketing and instead focus on educating your audience so they can truly understand how your product or service fits into their lives.

Education 52

Education Entertainment Marketing 52

ChurnZero

APRIL 21, 2023

Has customer training become a full-time job for your CSMs? Instead of focusing on account churn risks and growth opportunities, CSMs spend their days demoing features, reciting answers to FAQs, and resending lost resources to customers. Relying on traditional training methods, like one-to-one sessions and email, is a surefire way to burn out your CS team and lead them to look for a role where they can do the strategy work they were hired to do.

Education 52

Education Self service SaaS Enterprise 52

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

SmartKarrot

APRIL 21, 2023

Role: Customer Success Manager Location: Salt Lake City, UT, United States (Remote) Organization: Tava Health As a Customer Success Manager, you’ll Establish trusting relationships with important employer stakeholders, such as HR and Benefits Administrators. Take on new clients and take part in periodic review calls. Prior to measuring, monitoring, and frequently reporting progress, comprehend the aims of the consumer.

Education 19

Education Sales Accountability Enterprise 19

Creative Virtual

APRIL 21, 2023

By Maria Ward, Knowledgebase Engineer and Account Manager We would all do well to heed the warning “with great power comes great responsibility,” when it comes to ChatGPT. Today, industries of all sizes are making use of AI chatbots, voicebots and virtual assistants to great effect in delivering better customer and employee experiences. Consumers the world over have gotten used to and accept interacting with these ‘human-imitation’ tools to answer their questions, help them complete tasks, and

Chatbots 52

Chatbots Engineering CRM Technology 52

SmartKarrot

APRIL 21, 2023

As businesses strive to make data-driven decisions, self-service business intelligence (BI) reporting and analytics are becoming increasingly popular. This approach empowers users to access and analyze data on their own, without relying on IT or data analysts. By providing easy-to-use tools for data visualization, exploration, and reporting, self-service BI can save time and improve decision-making.

Self service 16

Self service Analytics B2B Accountability 16

Cisco - Contact Center

APRIL 21, 2023

When it comes to CCIE certification, there is no single formula or recipe for success. Don’t be misled, however. You aren’t on your own.

98

98

Advertisement

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

SmartKarrot

APRIL 21, 2023

In today’s competitive business landscape, organizations need to constantly analyze and optimize their revenue streams to stay ahead of the game. This is where revenue intelligence comes into play, helping companies to gain valuable insights into their revenue performance, identify growth opportunities, and drive profitability. In this blog, we will explore two key areas of revenue intelligence: deferred revenue and expansion revenue.

CRM 10

CRM Metrics Analytics Sales 10