Tethr
FEBRUARY 1, 2021
Nearly a year into a global pandemic , we’ve all endured a lot of change. Some changes are difficult, like compliance in the era of remote work. Others are challenging but not unwelcome, like an investment in better contact center tools. There’s one part of the world that COVID-19 hasn’t changed, however… and that’s the future of customer experience (CX). .
ShepHyken
FEBRUARY 1, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.
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Steve DiGioia
FEBRUARY 1, 2021
If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups
TechSee
FEBRUARY 1, 2021
No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%.
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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.
Cisco - Contact Center
FEBRUARY 1, 2021
Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these. A Transporter By Any Other Name. Many people think that the concept of the transporter was created by the writers on Star Trek, however an episode of the British puppet series Fireball XL5 depicted teleportation in March
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
FEBRUARY 1, 2021
TechSee has been out there since 2015 driving change with innovation, working to make a difference. How, what and why? In a nutshell, we’re reinventing and revolutionizing AI-powered remote support capabilities. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality.
Nuance
FEBRUARY 1, 2021
Many CDI teams saw their personnel pulled to the bedside or furloughed in the pandemic’s early months. With the pandemic worsening throughout the US, healthcare organizations find themselves needing to cut costs and find revenue. CDI staffing levels will continue to be lower than before the pandemic, and teams will be asked to do more [.] The post 3 Strategies for Doing More with Less in CDI appeared first on What’s next.
CSM Practice
FEBRUARY 1, 2021
The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making a good first impression is preparation. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution.
Totango
FEBRUARY 1, 2021
Hi, It definitely feels like winter. It seems it is raining and cold almost everywhere. This is exactly the right time to move to our next destination. Auckland, New Zealand. This release will take us to Auckland for the next couple of months hopefully providing you with a lot of new value. Custom notification actions in SuccessPlays. Use SuccessPlays to trigger alerts, notifications, and celebrate milestones.
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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
aircall
FEBRUARY 1, 2021
Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? When you have a business to run, one of the biggest decisions you have to make is how much time, money, and effort you want to invest into your sales team training to empower your sales reps to perform at their very best every time they make or receive a call. .
Jon Arnold
FEBRUARY 1, 2021
January turned into a good month to do some re -setting for 2021, and that has been time well-spent. Writing was on the light side, but that won’t last long. Whether you’re new here, or not sure if you missed something of mine from last January, here’s my monthly digest of writing highlights. Voice-Enabling Microsoft Teams - the UCaaS Opportunity , guest post for SIPPIO, Jan. 22 Harnessing Diversity and Inclusion in Technology Key in 2021 , TechTarget, Jan. 22 The Hybrid Workplace: New Opportuni
Edify
FEBRUARY 1, 2021
It’s never too late to lock down those New Year’s Resolutions that will help guide your customer experience strategy throughout the year. And with 2020 finally in the rear-view mirror, it’s a great time to take the learnings from last year and integrate them into this year’s priorities.
LiveVox
FEBRUARY 1, 2021
Let’s say you were building a house, but every carpenter on the job site was using a different sized tape measure. The results would probably be pretty messy because there wa sno quality program ensuring accuracy and consistency, right? The same holds true for your call center agents and the call monitoring processes you use. […]. The post 5 Tips for Live & Recorded Call Calibration appeared first on Livevox.
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.
Grupo Noa
FEBRUARY 1, 2021
Live video interpretation somehow always depends on the technology and technology trends in each year that comes. As a call center offering the services of live video interpretation, audio and video interpretation in general, Grupo Noa International is constantly adapting the evolving trends in this sphere of interpretation. . As a call center we are offering: Video and Audio Interpretation.
CSM Magazine
FEBRUARY 1, 2021
Some countries refer to tertiary education as higher education. Higher or tertiary education is any course offered in post-secondary institutions of learning. After finishing your chosen field, the student will acquire a named degree, diploma, or certificate in higher studies. Teacher-training schools, Institute of Technology, Junior colleges, and professional schools that offer education in Theology, Business, Law, Medicine, Music, and Arts are considered as a higher educational institution.
Grupo Noa
FEBRUARY 1, 2021
Live video interpretation somehow always depends on the technology and technology trends in each year that comes. As a call center offering the services of live video interpretation, audio and video interpretation in general, Grupo Noa International is constantly adapting the evolving trends in this sphere of interpretation. . As a call center we are offering: Video and Audio Interpretation.
TCN
FEBRUARY 1, 2021
For me, this is a topic that plagues so many partner vendors today — locked-in. The post A No Contract Experience That Will Save Your Call Center appeared first on TCN.
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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.
NICE inContact
FEBRUARY 1, 2021
When we talk about the "customer experience", some also think "customer journey" and mistakenly use these interchangeably. These terms can be confusing and difficult to follow, but it’s actually a simple distinction. First, yes, they are two different things. Second, yes, they both require your attention. What’s important to realize is that the journey is much more insightful for business planning and growth because it offers a more detailed look at every move the customer makes.
CSM Practice
FEBRUARY 1, 2021
The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making a good first impression is preparation. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution.
Russel Lolacher
FEBRUARY 1, 2021
A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. Most presentations are far more about reading back information from a slide deck and not the engagement tool you’re promising.
Expivia
FEBRUARY 1, 2021
Do you and you care about your associates on a personal level? I’m not saying you are best friends and go out on the town, but do the reps know that you, as a manager, care about them? Respect is something that today’s generation really takes to heart, and we need to be able to provide respect to make sure our culture is working at its peak.
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!
ClientSuccess
FEBRUARY 1, 2021
As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account mana
Interaction Metrics
FEBRUARY 1, 2021
Those of us who work in B2B CX know how different this discipline is from consumer-facing / retail Customer Experience. And unfortunately, there are fewer stats, books, and articles, just less information overall about B2B CX. To solve for this, I’ve started our own Zoom roundtable workshops to be held the first Thursday of each month. For our first session, Feb. 4, 2021, we’ll discuss the unique needs of B2B customers, personas, and the needs of distributors versus users —we’l
Beyond Philosophy
FEBRUARY 1, 2021
I was sitting at home and watching the results of the closely contested US election unfold on CNN when I kept seeing a Hyundai commercial focused on sustainability. They were not promoting any particular car model, any features, or technology but just getting a message (in primetime) out there that they are working towards using sustainable materials. .
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