Beyond Philosophy
NOVEMBER 24, 2022
Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.
Fonolo
NOVEMBER 24, 2022
What’s motivating your contact center? Perhaps you have an established set of goals and objectives for your call center operations — but when was the last time you updated them? If it’s profits alone that guide you in setting your goals and objectives, you have some work to do! You could conduct some competitor research to get some ideas, but before you do, it’s helpful to identify your call center type.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Eptica
NOVEMBER 24, 2022
Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.
JustCall
NOVEMBER 24, 2022
SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking. The Technology Fast 500 is an award program recognizing 500 of the most innovative, fastest-growing companies in North America across the technology, media, telecommunications, life sciences, fintech, and energy tech sectors.
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.
Helpware
NOVEMBER 24, 2022
NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting applications for them in a myriad of industries. But perhaps what's most relevant today is how brands apply them and incorporate them into their marketing strategy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
NOVEMBER 24, 2022
Ipswich-based staff at UK Power Networks are celebrating two European Customer Service awards this week. A top class Ipswich-based customer service team is celebrating a run of award wins, the latest of which has seen them voted the best in Europe. UK Power Networks triumphed at the European Contact Centre and Customer Service Awards (ECCCSA) in London this week, beating many household names to win the Large Contact Centre of the year category, plus the silver award for most effective management
Nicereply
NOVEMBER 24, 2022
Business growth tips – find out more about best practices and useful tools. With over 32,5 million small businesses competing for market equity in the US alone, it should come as no surprise that business growth is a burning question for many company owners. To survive, you need to constantly attract new customers, increase revenue, improve retention, and the list goes on.
Injixo
NOVEMBER 24, 2022
Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that turnover is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center.
CSM Magazine
NOVEMBER 24, 2022
The art of pricing can be deceptively complex, as there are a myriad of factors to consider when choosing the prices for your products or services. As an entrepreneur, it’s essential to price your offerings to strike a balance between what’s affordable for customers and what’s enough to grow your business sustainably. That said, this is often easier said than done.
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
JustCall
NOVEMBER 24, 2022
Every business or organization is in a state of constant flux. However, some may find it harder to change due to the industrial landscape’s rules and regulations. At the same time, these regulations could undergo changes, thereby triggering a fundamental shift in how businesses operate. In either scenario, regulatory intelligence could serve as a buffer to soften the blow and make the transition easier.
CSM Magazine
NOVEMBER 24, 2022
The following advice is offered to assist you or your team meet the high customer service standards required in today’s competitive business environment. How to interact with the customer when you first contact them. Always make an effort to be helpful, courteous, and attentive to your customer’s needs, as this will ensure that they feel appreciated and at ease doing business with you.
JustCall
NOVEMBER 24, 2022
The What, Why, and How of Decision Intelligence. According to a study by Gartner , decision intelligence is a trend that will help leaders to navigate an uncertain future. The report states that by 2023, more than 33% of large organizations will have analysts practicing decision intelligence. Through this framework, leaders can analyze data to make critical decisions, fine-tune them, and monitor results.
CSM Magazine
NOVEMBER 24, 2022
Working in a call center can be tough, especially when you are dealing with difficult customers. Eric Harne, 911 Communications Consultant and writer, introduces the Angry Customer Protocol (ACP) for better customer interactions and problem resolution. To paraphrase a saying from gladiatorial combat in ancient Rome: “For those who are about to be verbally abused, I salute 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.
JustCall
NOVEMBER 24, 2022
Harness the Power of Guided Selling. Nowadays, sales departments face many challenges. They need to build trust, online and offline. Sales agents should tailor sales pitches in an uncertain world. They have to generate leads and find prospects. This is where guided selling comes in. Guided selling is an AI-supported process that helps consumers meet their needs by guiding them along the purchase journey.
CSM Magazine
NOVEMBER 24, 2022
Customer service responsiveness is a significant factor in your overall casino gaming experience. Players often have gaming experience but still need clarification in accessing other offerings at an online casino. Some operators provide self-service options such as detailed FAQs for faster resolution of queries. However, some queries need the attention of human agents from the casino.
JustCall
NOVEMBER 24, 2022
The Intelligent Way to Use Sales Intelligence. What is Sales Intelligence? The ability to score more sales is a valuable skill. Often, this journey involves spotting qualified leads, building relationships, identifying stages of the sales funnel, and finally, closing the deal. The process can take time and energy, especially in a B2B space. The more information available to the sales team, the better it can perform.
Contact Center Pipeline
NOVEMBER 24, 2022
Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!
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.
JustCall
NOVEMBER 24, 2022
In this dynamic business world, companies are putting every possible effort to train their sales professionals as they are the people who bring business to the company and improve the bottom line. It is why businesses keep looking for ways to train their employees, and role play is one such impactful sales training technique. It is usually a tactical method that allows your sales representatives to practice using new sales-based concepts that they’ve learned in realistic sales circumstance
SmartKarrot
NOVEMBER 24, 2022
Role: Customer Success Consultant Location: Remote, United States Organization: Phocas Software As a Customer Success Consultant, you will manage assigned accounts by developing and nurturing strong, positive, proactive relationships and understanding the customers’ business and technical needs. Be a Point of Contact for clients to document their business needs, and technical requirements and provide solutions.
JustCall
NOVEMBER 24, 2022
In modern times, movies generally serve as a powerful medium of inspiration. And there are great movies like Good Will Hunting, Rocky, The Pursuit of Happiness, and the famous 2014 Oscar-nominated film Wolf of Wall Street with inspirational plots and protagonists who accomplish excellence despite being piled against tremendous odds. It is the same plot you might’ve seen in the Wolf of Wall Street, where Jordan Belfort, a shrewd stockbroker, was ultimately convicted of securities fraud.
SmartKarrot
NOVEMBER 24, 2022
Role: Director of Customer Success Location: Remote, United States Organization: Hawke Media As a Director of Customer Success, you will establish a culture of high performance, accountability, and solutions-oriented thinking. Implement and uphold the CS quota for upsells and collaborate with BDEs to ensure that the opportunities identified by CS are actionable and have a high probability of closing.
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!
JustCall
NOVEMBER 24, 2022
Trying to make a sales call to a person who has not shown any interest in the product? Are you confident enough to crack the deal? Selling is hard work, but it is also extremely rewarding. Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects.
CSM Magazine
NOVEMBER 24, 2022
In today’s business world, remote strategies are becoming a common solution for customer support. In this article, Streem explain how to provide a great customer experience anytime, anywhere. With the use of technology such as Augmented Reality (AR), live video streaming, and AI, companies are able to provide support from afar, saving both time and money–while still providing a memorable experience.
JustCall
NOVEMBER 24, 2022
“The customer care representative I just spoke to was extremely helpful, patient, courteous, and knowledgeable. I wish all contact center employees were like them.” Feedback like this for your call center agents is a step closer to achieving quality assurance call center goals in your call center management strategy. But is it only about creating a good customer experience?
CSM Magazine
NOVEMBER 24, 2022
The simplest and most effective approach for a dentist to assess how good their practice is doing is to hire a dental accountant. A good dental accountant will be your most trusted financial advisor, helping establish your practice’s financial health. They will also be organised, detail-oriented and client-oriented to help you create the best financial plan for your business.
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
JustCall
NOVEMBER 24, 2022
Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? Salespeople who use a structured s ales process perform better than those who don’t. A s ales process enhances organizational performance, forecasts accuracy, and, most importantly, grows revenue.
SmartKarrot
NOVEMBER 24, 2022
Businesses across all sectors are grappling with instantaneous transformation. We all have witnessed or are still witnessing the changing business sensations, which have greatly impacted how business grows. There are massive global metamorphoses and challenges to compete with. And alliances must learn to hunt oscillations and acclimate accordingly to keep the business growing.
JustCall
NOVEMBER 24, 2022
Joshua is a sales mentor at a big MNC who takes initiatives to accelerate the development of sales employees and improve the long-term success of a sales organization. Every company needs a diligent performance coaching model to hone the skills of new and experienced salespeople and introduce them to the company’s core sales skills, goals, and culture.
Expert insights. Personalized for you.
195 
Let's personalize your content