Contact Center Pipeline
OCTOBER 21, 2021
The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year. However, while it might have felt like the pandemic was driving us closer to some sort of digital utopia, it has become apparent that neither businesses nor consumers are quite ready for things to transform to […].
Beyond Philosophy
OCTOBER 21, 2021
We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. . Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.
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Callminer
OCTOBER 21, 2021
Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.
NICE inContact
OCTOBER 21, 2021
In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses. Everyone is competing for customers, and you need to have more than just great products if you hope to survive and thrive in today’s world.
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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.
Spearline
OCTOBER 21, 2021
Telecommunications problems Networks are complex. They’ve become more complicated as voice, video, and data compete for the same resources. When things go wrong in the world of telecommunications they get investigated. Energized teams assemble like crime scene investigators. Specialists gather the digital evidence that will find the root cause and support corrective action.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
OCTOBER 21, 2021
When are “Ums” while recording a video ok, and when should it not be used? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support communication has evolved. Where once phones were the primary way to solve issues, that shifted to email, then real-time chat and text, and slowly into bots and automation.
Momentum Telecom
OCTOBER 21, 2021
If your company, like most in this post-pandemic world, needs to support remote workers, has multiple locations, or uses the cloud, your network is the most critical piece of technology you own. Your business relies on a fast, secure, and always-on network to maintain your business advantage over your competitors. Navigator SD-WAN from Momentum gives you a network that operates at peak performance without interruption to help you meet your goals.
VirtualPBX
OCTOBER 21, 2021
This morning, Mobile Breakthrough Awards announced winners across a variety of categories that showcase excellence in mobile technology and service. The team over at VirtualPBX was honored to receive recognition as the Unified Communications Solution Provider of the Year. The competition this year was especially challenging – 2021 Mobile Breakthrough Awards having received over 2,600 nominations.
pindrop
OCTOBER 21, 2021
Another synthetic fraudster attack was in the news recently. This time, it was a deepfake audio – contrary to Anthony Bourdain’s deepfake , this attack happened over the phone channel. Voice conversion as a fraud tool Deepfake Audio includes two types of speech processing techniques: speech synthesis and voice conversion. Speech synthesis typically aims to convert a text to speech and is well deployed in real world applications like smart devices and voice assistants (e.g.
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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
Interactions
OCTOBER 21, 2021
Conversational AI technologies open up a world of possibilities for creating automated interactions that feel simple and intuitive. With Conversational AI, systems no longer need to tell users exactly what to say or present them with a limited menu of choices. . Instead, the best conversational interfaces let users tell us what they need in their own words.
CustomerServ
OCTOBER 21, 2021
The COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies rapidly shifted from an in-office environment to remote work. Nowhere was that shift more apparent than in the call center industry. Traditional brick-and-mortar business process outsourcers (BPO) had to adapt to a work-at-home (WAH) model almost overnight.
Helpware
OCTOBER 21, 2021
In today's business climate, happy workers mean better output. How can you boost employee satisfaction and productivity levels higher?
Genroe
OCTOBER 21, 2021
CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. Every day that we spent not improving our products was a wasted day. Joel Spolsky, co-founder of Stack Overflow A quote that could not be more on-point for a CX newsletter. […].
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.
Zappix
OCTOBER 21, 2021
Americans are quitting their jobs in record numbers. Many of those leaving are looking to change careers or find a higher-paying offer for the same position. The record-high numbers of workers changing jobs mean employers must pay workers more or.
24-7 InTouch
OCTOBER 21, 2021
The Covid-19 global pandemic has accelerated the adoption and execution of digital transformation solutions across the globe. . In early 2020 when the pandemic initially hit, brick and mortar retailers had to quickly shift to optimize their online presence, and companies worldwide had to think innovatively to survive in such a trying time. . How Did Companies Respond?
LiveVox
OCTOBER 21, 2021
Traditionally, call centers have been located in a distinct physical space that houses not only the agents working the phone system but the hardware, software, and infrastructure needed to make the call center function. More and more, however, businesses are turning to the cloud to host their call center infrastructure in a way that’s limited […].
Education Services Group
OCTOBER 21, 2021
While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). We believe that’s about to change. Our recent webinar focused on the topic of CoEs in CS, where we learned how some industry leaders have already begun reaping the benefits of their own CS CoEs.
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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.
Call Experts
OCTOBER 21, 2021
Regardless of how stylish a snowflake looks, it has the potential to shut you down. Just ask any business that’s been blanketed in slippery ice or shivering from the blow of a freeze. In December, when it comes to winter storm prep, prevention is better than cure. Don’t let winter weather result in unexpected downtime that all too forces your businesses to close their doors, which can put a significant dent in your revenue for the season.
CustomerSuccessBox
OCTOBER 21, 2021
Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important. And what the crux of an effective CS department is.
Brad Cleveland Blog
OCTOBER 21, 2021
There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing customer feedback must be action-oriented. You must do something with it. Too often, organizations miss out on the full value of feedback. Why is that? I see six pitfalls that are easy to avoid if … The post Avoiding pitfalls when managing customer feedback first appeared on Brad Cleveland.
SmartKarrot
OCTOBER 21, 2021
Role: Director, Customer Success Location: Remote, United States Organization: FloQast As a Director of Customer Success, you will ensure the CS organization enables customers to reach desired outcomes while providing a great customer experience. Contribute to a values-based culture with an emphasis on collaboration, empowerment, and autonomy. Forecast and deliver on renewals and retention targets across the growing customer base (historical NRR is above 100%).
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!
Brad Cleveland Blog
OCTOBER 21, 2021
There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing customer feedback must be action-oriented. You must do something with it. Too often, organizations miss … Continue reading → The post Avoiding pitfalls when managing customer feedback appeared first on Brad Cleveland.
SmartKarrot
OCTOBER 21, 2021
No one can deny the fact that customer experience has become a significant part of business success today. The reasons can be attributed to competitive differentiation, enhanced customer satisfaction and loyalty, increased acquisition and decreased churn, greater top-line growth, etc. . The point is, there are “N” number of reasons to improve customer experience.
Fonolo
OCTOBER 21, 2021
Emotional intelligence has always been a hot topic in the customer service world. As contact centers across the world continue to recover and adapt from the aftershock of the COVID-19 pandemic, it’s become clear that empathy isn’t just a trend customer support teams need to embrace – it needs to be part of your operational foundations.
SharpenCX
OCTOBER 21, 2021
A staggering 97% of consumers reject or ignore phone calls from a business or a person they don’t know. Outdated auto-dialers have trained us to press decline when a number we don’t recognize calls. And even as the typical auto-dialer has “progressed” to mimic our area codes or appear familiar, your customers are done falling for the tricks. Chugging through lists of callers might appear productive, but it doesn’t get you in front of your customers.
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
Toister Performance Solutions
OCTOBER 21, 2021
"Be more managerial, or you're fired!" The director issued this ultimatum to his two managers. There had been some customer service issues within the department. The director wanted to see change, now. The managers stared at their boss in disbelief. I stared, too. The director had brought me in to meet with his leadership team and help create a strategy to improve the service culture.
delighted
OCTOBER 21, 2021
Have you ever gushed to your friends about how happy you are with your new job? Or, ever donned a company-branded tee when running errands? Perhaps you’ve posted on LinkedIn about a project your team just wrapped up, and how proud you are to work with such a motivated and talented group of people? If you’ve done any of those things, you’ve been an employee advocate.
CSM Magazine
OCTOBER 21, 2021
Macro 4 , a division of UNICOM Global, has today released the new generation of its Columbus enterprise information management (EIM) suite. Columbus version 9 builds on the software’s digital transformation capabilities, introducing additional features to personalize multi-channel customer engagement and generate better business intelligence. Dynamic personalized experiences.
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