Fonolo
MAY 4, 2021
Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors.
TechSee
MAY 4, 2021
The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services.
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Peter Lavers
MAY 4, 2021
I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity. Our panel will discuss their companies’ own customer experience and customer management strategies, what customer centricity means in a B2B environment, the mutual benefits, and how it might help us reorient our businesses to the emerging post-pandemic customer landscape.
Contact Center Pipeline
MAY 4, 2021
Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support remote workers, you won’t want to miss our feature article on cybersecurity. With all of our changes, Kathleen explores why our […].
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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.
Russel Lolacher
MAY 4, 2021
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” But what does that even mean? As Merriam-Webster Dictionary states it: leg·?a·?cy | ?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Quality Contact Solutions
MAY 4, 2021
If you needed to change the tire on your car because it was flat and you didn’t know how to do it, what would you do? Pullover and check to see if the owner’s manual is in the glove box, and cross your fingers that there are step-by-step instructions (with pictures) that you can reference? Watch a couple of quick YouTube videos to get the gist and give it a go yourself?
Advantage Communications
MAY 4, 2021
As we move through 2021, two of the most exciting shopping days are ahead of us - Black Friday and Cyber Monday. While it may seem a little early to start planning your customer service strategy just yet, trust us, you can never be too prepared for the huge surge in online demand that Black Friday brings. And 2021 is expected to be bigger than ever.
Creative Virtual
MAY 4, 2021
By Mandy Reed, Global Head of Marketing. Earlier this year my niece starting reading Laura Ingalls Wilder’s Little House on the Prairie book series, and I’ve been rereading them along with her. It’s been fun having discussions with her about the books and hearing what part of the stories stuck out for her as most interesting or surprising about Laura’s pioneer life.
Upstream Works
MAY 4, 2021
What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact. Give your customers all that and more with Upstream Works for Amazon.
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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
Expivia
MAY 4, 2021
Follow these 6 Steps to Bring It Back to Life. Call centers often don’t spend enough effort on customer service. Hitting KPIs and sales goals seems to be the only goal they have. And customer service is truly dead when profits outrank everything. . Or does it? Is there a way to offer incredible customer service and still scale your sales goals? In fact, customer service is the only way you can grow your business.
NICE inContact
MAY 4, 2021
In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation, business operation, and even customer retention, brands know all too well that the customer is the one part of the equation that can make or break their business at the drop of a hat.
Tethr
MAY 4, 2021
As a conversation analytics company, we get asked about real-time voice analytics a lot. (Like, a lot. ) Our platform, Tethr, uses AI and machine learning to analyze customer conversations and provide actionable insights based on that information. And out in the market today, that often sounds to the eager sales leader’s ear like real-time. It’s not.
Strikedeck
MAY 4, 2021
Vincent Manlapaz, in an interview with Nate Brown discusses why CX has become the cornerstone of a customer's growth, success, and loyalty. The post Why Has CX Become the Cornerstone of Customer’s Growth, Success, and Loyalty? In an Interview with Nate Brown, Chief Experience Officer at Officium Labs (Part1) first appeared on Strikedeck | Customer Success Platform.
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!
Jon Arnold
MAY 4, 2021
If you’re a fan of Buffalo Springfield, you’ll like my latest article on No Jitter. If you want know why and how the contact center space has become so messy - but really interesting - you’ll like it even better. There are many flavors of CCaaS now, and new visions are emerging for what constitutes “customer service”, and what CX really means. That’s my pitch, and to read the article, here’s the link.
Tethr
MAY 4, 2021
As a conversation analytics company, we get asked about real-time voice analytics a lot. (Like, a lot. ) Our platform, Tethr, uses AI and machine learning to analyze customer conversations and provide actionable insights based on that information. And out in the market today, that often sounds to the eager sales leader’s ear like real-time. It’s not.
Sampson Lee
MAY 4, 2021
Let’s face the realities: 1. CEOs scarcely spare enough attention for CX initiatives. 2. CX budgets won’t be adequate as companies’ resources are limited. 3. VOC is usually disregarded and rarely converted into purposeful actions. You won’t be able to change the status quo with Conventional CX. But with Authentic CX you can. Let me […].
Tethr
MAY 4, 2021
As a conversation analytics company, we get asked about real-time voice analytics a lot. (Like, a lot. ) Our platform, Tethr, uses AI and machine learning to analyze customer conversations and provide actionable insights based on that information. And out in the market today, that often sounds to the eager sales leader’s ear like real-time. It’s not.
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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.
Edify
MAY 4, 2021
It’s 2021, and customers have been through enough already. Everything has changed in so many aspects of their lives, and while many of us dream of the “before days” with wistful nostalgia, deep down we all know these shifts are for keeps. Through the global health crisis, people have transformed their understanding of commercial interactions online, even those born as digital natives.
Noble Systems
MAY 4, 2021
Noble Systems has been helping companies manage customer contacts and provide a better customer experience for over 30 years. In that time, we’ve seen a lot of changes – in technology, in customer behaviors, and even in employee expectations. Noble works with a wide range of organizations, from small and mid-size businesses to large enterprises, across a range of industries.
Spearline
MAY 4, 2021
Find out what our customers are saying! About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries.
Expivia
MAY 4, 2021
Sci-fi films and dystopian novels always say that AI will overtake humans in the future. While we’re not there yet, AI is definitely a growing trend in the customer service industry. Is AI overtaking your contact center right now? Is your call center ready to integrate artificial intelligence? We’re not going to speculate on the fate of humanity vs.
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
Certified Languages International
MAY 4, 2021
Source: Alex Green from Pexels. Accessing mental health services was already challenging for a large number of the nation’s population before the pandemic, but COVID-19’s uncertainty and social isolation has impacted the mental health of many and highlights the need for more effective access to mental healthcare. Research reported by Nirmita Panchal and colleagues states that “during the pandemic, about 4 in 10 adults in the U.S. have reported symptoms of anxiety or depressive disorder.
LiveVox
MAY 4, 2021
Call center managers have a tough job to do. They need to have a strategic vision, make difficult decisions, and keep agents engaged and happy. Great call center managers can align agents, resources, and systems to meet strategic goals. What are some qualities of great call center managers? What are their good habits and the […]. The post What are the Qualities of a Great Call Center Manager?
Cincom
MAY 4, 2021
Cincinnati, OH (May 4, 2021) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that the company is a featured partner at Microsoft Business Applications Summit. This virtual forum brings together a community of customers and partners to learn how to create and extend solutions to drive business success. At the summit, the company will be showcasing CPQSync by Cincom , a SaaS solution embedded within Microsoft Dynamics for Sales that delivers a better sel
CSM Magazine
MAY 4, 2021
Digital marketing is on a continuous rise. So are the customers’ expectations regarding the personalization of digital interactions aimed at their needs. Ninety-eight percent of marketing officials are now merging traditional marketing efforts with digital tactics to meet these expectations. These include online advertisements, social media marketing, and blogging, to name a few.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
ClientSuccess
MAY 4, 2021
If you’re like most CSMs, it can sometimes feel as though months – even years – of working with a customer account can go by in a flash. One minute it’s January, and in the blink of an eye, it’s October. While this kind of fast-paced work sometimes means that no significant issues have occurred (thank goodness!), it can also mean that extensive conversations and milestones can pass without pause. .
CSM Magazine
MAY 4, 2021
Every public-facing business needs a customer service support team, and every customer service support team needs a Customer Service Supervisor. . The role of a Customer Service Supervisor is to oversee a team of Customer Service Representatives (CSRs) who are tasked with the job of interfacing with the public, answering their questions, supplying detailed product information, handling complaints, and processing orders.
ViiBE Blog
MAY 4, 2021
Customer support has taken on new importance as customer interactions have moved away from physical stores to a digital marketplace. Customers expect the same level of service as in person, so it is crucial to measure your call center’s overall performance as well as your individual agents. Key performance indicators (KPIs) like AHT , NPS and FCR are vital to measuring this performance.
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