SmartKarrot

APRIL 20, 2023

In today’s fast-paced business world, staying ahead of the competition is crucial. To do so, companies need to leverage every advantage they can get their hands on. One often overlooked source of valuable information is phone calls – a vital communication channel for businesses of all sizes. Call intelligence has been around for some time, but it’s still surprising how only a few organizations take full advantage of this powerful toolset.

Analytics 10

Analytics Call Center Calibration Upselling 10

Beyond Philosophy

APRIL 20, 2023

I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. I have made a couple of good calls, too. Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. So, let’s start at the bottom, my worst decisions, beginning with… Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

Outbound sales 195

Outbound sales Consulting Consulting Engineering 195

A Better Answer

APRIL 20, 2023

A Better Answer's annual spring cookout is a tradition that has been going on for decades, thanks to our boss, Dee Hawkins. We all look forward to this event and the opportunity to relax, socialize, and enjoy some delicious food!

98

98

Cisco - Contact Center

APRIL 20, 2023

Co-authored by Marcus Smith Utilities are facing greater challenges than ever before. Electricity grids need to handle more sustainable, distributed, and variable energy sources.

97

97

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.

Integrity Solutions

APRIL 20, 2023

How Fear Of Rejection Leads To Failure In Sales Today’s business environment tends to emphasize a culture of more, one that sets a high standard of get it done yesterday. So many people — and the organizations they work for — are expecting excellence: excellence in reaching/exceeding goals; excellence in improving selling and service behaviors/skills; excellence across the board.

Sales 71

Sales Coaching Personalization Morale 71

BlueOcean

APRIL 20, 2023

We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business.

Contact Center 62

Contact Center Coaching Airlines Customer Care 62

Cisco - Contact Center

APRIL 20, 2023

Co-authored by Juan Dewar , Red Hat, Director Global Alliances After more than a decade of providing optimized solutions that simplify, streamline, and automate IT operations, Cisco and Red Hat… Read more on Cisco Blogs

96

96

CSM Magazine

APRIL 20, 2023

Startek integrated Zenarate into its Startek Agent AI to enhance employee experience and deliver a superior customer experience. Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Startek has integrated Zenarate as part of Startek AI Coach into its Startek Agent AI platform to help develop confident top-performing new hires and tenu

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

Cisco - Contact Center

APRIL 20, 2023

Hybrid work is here to stay. According to the 2022 Cisco Global Hybrid Work Study, more than 90% of respondents will work remotely at least part time in the future.

98

98

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

Spearline

APRIL 20, 2023

If you are providing Contact Centre Solutions you need to have a way of monitoring your network and your partners’ performance to ensure the operability of your services. If you manage your own outbound call center, you will need to ensure that the call paths are always available so outgoing calls can be placed without issue, and your customers can connect with you.

Enterprise 52

Enterprise Contact Center Consulting Consulting 52

Cisco - Contact Center

APRIL 20, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.

Technology 98

Technology 98

CSM Magazine

APRIL 20, 2023

Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, has shared it has been investing in its customer feedback programme to drive growth in the emerging Underfloor Heating market. Working with software firm, CustomerSure , Polypipe Building Products, which has its headquarters in Doncaster, has launched a robust digital customer feedback programme, which members of the team credit with helping them to imp

Feedback 52

Feedback Calibration Benchmark Healthcare 52

Cisco - Contact Center

APRIL 20, 2023

With the increasing complexity of Enterprise networks, there is a need for self-correcting and self-healing mechanisms that learn, predict, and plan.

Enterprise 98

Enterprise 98

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

CSM Magazine

APRIL 20, 2023

A customs broker plays an essential role in managing import processes and simplifying customs for businesses, ensuring goods are transported across borders in compliance with relevant regulations. Selecting the right customs broker is vital to guarantee the prompt delivery of goods while adhering to all necessary rules. The following key factors should be considered when choosing a licensed customs broker: 1.

Government 52

Government Transportation Education Technology 52

Cisco - Contact Center

APRIL 20, 2023

I’m pleased to share that Cisco is announcing its intent to acquire Smartlook , a privately held company headquartered in Brno, Czech Republic.

94

94

CSM Magazine

APRIL 20, 2023

While creating effective references can often seem overwhelming, it doesn’t have to be. By following a few simple steps and understanding the basics of workflow background information, you can create an impactful and successful customer reference program and open up new opportunities in lead generation. This article explains how utilizing the correct resources can help you to construct and maintain strong relationships with your customers, resulting in more outstanding references.

B2B 52

B2B Construction Metrics Feedback 52

Cisco - Contact Center

APRIL 20, 2023

I’m wrapping up my week as an Ask Me Anything Expert for the Cisco Insider Advocates. What an enjoyable experience!

Education 96

Education 96

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

Unymira

APRIL 20, 2023

Oracle Java licensing has become noticeably more expensive and complex in 2023. This has mainly to do with the introduction of a new licensing metric, which can increase the cost of Java SE and Java SE Desktop by multiple times.

Metrics 52

Metrics Management 52

Cisco - Contact Center

APRIL 20, 2023

Cisco HyperFlex Many years ago, an industry analyst told me, “Tim, IT executives like their ERP systems the same way they like their cars: big, fast, and German.

69

69

Genroe

APRIL 20, 2023

Effective and easy to copy marketing automation use cases you can deploy to boost leads and sales. The post Easy to Copy Marketing Automation Examples That Drive More Sales appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Marketing 52

Marketing Sales B2B Feedback 52

Concentrix

APRIL 20, 2023

See how Concentrix Catalyst is helping to reduce waste for one of the largest restaurant chains in the world.

62

62

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

Avoxi

APRIL 20, 2023

Users of the platform can easily enable TLS to protect and improve your call traffic posture.

Contact Center 62

Contact Center 62

Concentrix

APRIL 20, 2023

Ensure healthcare payment integrity and control costs with Concentrix Payment Integrity Analytics.

Analytics 62

Analytics Healthcare 62

Brad Cleveland Blog

APRIL 20, 2023

It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr. Deming was a pioneer in the quality movement. I asked him, “What’s one thing you’d … Continue reading → The post Four Words That Changed My Views appeared first on Brad Cleveland.

Contact Center 49

Contact Center Call Center Customer Experience Customer Service 49

Voiptime

APRIL 20, 2023

We all know that using outbound dialers for telemarketing purposes and for improving the performance of outbound calling campaigns is the best thing you can do, but the most difficult part of choosing and setting up an outbound dialer is the difference between various auto dialers available to purchase.

Telemarketing 40

Telemarketing 40

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

Journey mapping

Working Solutions

APRIL 20, 2023

Getting full value from your contact center agents? If not, time to run the numbers.

Contact Center 52

Contact Center Sales 52

Voiptime

APRIL 20, 2023

We all have at least a few times heard about such thing as the “root cause of customer problems”. But what is meant by it? When a customer calls the customer support team to get needed help or information, it is almost always handled in the same way: the agent asks for details of the issue, determines the nature of the issue and either tries to resolve it on his own or transfer the call and delegates the responsibility to solve the problem to the responsible department or specialist.

Customer Support 40

Customer Support 40

Working Solutions

APRIL 20, 2023

Getting full value from your contact center agents? If not, time to run the numbers.

Contact Center 52

Contact Center Sales 52