Outsource Consultants

MARCH 15, 2021

Every March, even the most casual of sports fans turn their attention to the NCAA Men’s Basketball Tournament. Maybe they’re in a bracket pool with their family, co-workers, or local bar. Maybe they simply can’t escape the (virtual) water cooler conversations and television coverage of buzzer-beater victories and monumental upsets. These amateur fans are often surprised by the unbalanced matchups in the early rounds, as they watch a tiny school from a rural area face off against a team packed wi

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outsourcing Call Center Consulting Consulting 121

ShepHyken

MARCH 15, 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. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli. (Joseph Michelli) The art of post-pandemic experience creation will be to select relevant technology-aids accompanied by engaging human interactions and

Customer Service 319

Customer Service Customer retention Customer Experience Technology 319

TELUS International

MARCH 15, 2021

Data annotation is the invisible infrastructure behind our AI-powered future. Learn more about this industry and why it's never mattered more.

Technology 167

Technology 167

NICE inContact

MARCH 15, 2021

The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.

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Contact Center Management 114

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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.

Quality Contact Solutions

MARCH 15, 2021

By Ryan Apodac, Operations Manager. We are still adjusting and, in some cases, trying to find what our new normal looks like in both our work and personal lives. Often times employees are feeling overwhelmed and burnt out and we know that outsource telemarketing can help. In fact, a national poll of the US workforce shows 58% of employees are burnt out which is up from 45% in the early times of the COVID-19 pandemic.

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Telemarketing outsourcing Sales CRM 98

Anexa BPO

MARCH 15, 2021

It seems that many businesses have turned to digital marketing for their sales strategies. However, the power of telemarketing can’t be overlooked. It is still an effective channel to access potential customers and promote products and services. It remains a popular method that allows you to make meaningful connections with both current customers and prospects.

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Telemarketing outsourcing Business Process Outsourcing Sales 94

Inbenta

MARCH 15, 2021

Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure. They also provide a neat and convenient live hub that compiles all of your support requests, and some even integrate with a voice-over internet phone system.

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Advantage Communications

MARCH 15, 2021

The time that US users spend on their mobile phones is continuing to grow. According to TechCrunch , Americans spend about five hours per day on their cell phones. 92 percent of this time spent on apps like social media, messaging and entertainment - with just 8 percent spent on a web browser.

Entertainment 80

Entertainment Customer Experience Customer Service 80

Cyara

MARCH 15, 2021

At Cyara we believe that quality communication is key to success, whether you are communicating with your customers, or internally within your own business. With this in mind, we are pleased to announce the opening of a new channel of communication, the Cyara Community.

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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

Surveys

ppt solutions

MARCH 15, 2021

TULSA, OKLAHOMA, March 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the promotion of Scott Prater from Vice President to Senior Vice President of Technology Solutions. Prater joined PPT Solutions in August 2015. The post PPT Solutions Announces Promotion of Scott Prater to Senior Vice President of Technology Solutions appeared first on PPT Solutions.

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Technology Consulting Consulting Contact Center 98

Strategic Contact

MARCH 15, 2021

Executives regularly ask contact center and IT leaders to explore (or pursue) technologies that could benefit their organizations. Here are the ideas that we hear on countless projects. Bots Everybody thinks if only they had a bot, it would deflect loads of calls, chats, or text messages and solve many of the center’s problems. Numerous.

Contact Center 62

Contact Center Technology 62

Liveops

MARCH 15, 2021

Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. How do companies ensure that their teams remain efficient, productive, and satisfied while working from home?

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Gamification Enterprise Contact Center Contact center software 62

Jon Arnold

MARCH 15, 2021

Interesting topic for interesting times. Led by Joseph Williams, our team of BC Experts weighed in on technologies and changes we thought would have happened by now in the collaboration space. Pretty wide range of perspectives, and several that I think you’ll find surprising. So, like the guy in the Farmers Insurance ad says, “we’ve seen a few things” - that’s us at BCStrategies , folks.

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Technology 65

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

NobelBiz

MARCH 15, 2021

It's the art of creating the data flows between your contact center solution and your CRM. But it's actually more than that: the data coming into the CRM must be unified. But how do you achieve such integration? The post What Are The Methods of CRM Integration? appeared first on NobelBiz®.

CRM 59

CRM contact center solutions Contact Center Contact center software 59

LiveVox

MARCH 15, 2021

Call centers of the past were just what the name implied: a place to make and receive customers’ calls. A strictly functional extension of your organization. Today, with so much data available to us and increasingly sophisticated ways to analyze it, the call center is a strategic place for making improvements to your organization through […]. The post How to Analyze Call Center Data appeared first on Livevox.

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Call Center Analytics 52

CSM Magazine

MARCH 15, 2021

In a world full of media getting your hands-on video editing programs has never been easier. While that might seem like a plus – it also means that the industry is not flooded with an abundance of content. So, the question is – how do you get your videos to stand out amongst them all. Getting your videos to look professional involves a boatload of techniques and equipment.

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Accountability Technology Personalization 52

TCN

MARCH 15, 2021

The COVID-19 pandemic has dramatically changed the way your customers want to be treated. Not. The post 5 Call Center Software Innovations That Will Shape Your Call Center appeared first on TCN.

call center software 52

call center software Call Center 52

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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.

Self service

5CA

MARCH 15, 2021

Our Business Development Director Marcel Stroop spoke recently at the GSA’s Festival of Sourcing, taking part alongside Paula Kennedy from Concentrix and Roger Beadle from Limitless in a virtual roundtable discussion about the future of ‘open talent’ CX.

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Anexa BPO

MARCH 15, 2021

While artificial intelligence inarguably simplifies and automates customer service, a lot can still be said for the “human touch”. Call centers remain more relevant than ever, assisting customers frustrated with too much automation and not enough true customer service experiences. Successful organizations continue to rely on the call center model as a critical support service, recognizing that their customers prefer human interaction.

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Call Center outsourcing call center professionals First call resolution 45

Voiptime

MARCH 15, 2021

Although customers use many non-voice channels to contact you, phone calls remain relevant. Virtual phone numbers can give you more flexibility than regular ones. Do you want to learn more about their benefits? Keep reading!

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Zappix

MARCH 15, 2021

At the core of recent surge in digital transformation is modern automation, but as we predicted in our blog from 2018, successful automation doesn’t mean replacing contact center agents. Successful automation involves humans and robots working together.

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Contact Center 40

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

SmartKarrot

MARCH 15, 2021

Role: Director of Customer Success Location: Lancaster, PA, US Organization: Benefix As a Director of Customer Success, you will build and manage all facets of the new customer onboarding and implementation schedule. Assist sales in contract terms and expectations. Influence future lifetime value through higher SaaS adoption, customer satisfaction and increase renewal rates to reduce churn.

Upselling 10

Upselling SaaS Accountability Engineering 10

aircall

MARCH 15, 2021

A smooth customer phone experience is much like having a warm conversation with a good friend. . With that in mind, think about what it is that makes a conversation with your friends good. For starters, good conversation flows back and forth naturally. Each person gets to contribute something, and both parties feel they’ve been heard and understood. .

call center software 62

call center software Call Center Contact center software Feedback 62

JivoChat

MARCH 15, 2021

Before omnichannel, customers only had two choices when they wanted to contact your company: phone or fax. Today, on the other hand, customers can call, email, live chat , text, or get in touch through countless social media channels. The problem is that it’s not enough for companies to simply be present on all these platforms—they need to be readily accessible and able to deliver a consistent, quality experience across all of them.

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Customer Service Multichannel CRM Upselling 52

NobelBiz

MARCH 15, 2021

As technology continues to evolve, the customer experience is changing dramatically. Customers are now using voice, social media, and other channels to communicate, get information, complain and compare. Merging and integrating CRM with your contact center solution allows you to optimize the customer journey. But what are the methods of CRM integration?

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CRM Contact Center contact center solutions call center solutions 52

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

kommunicate

MARCH 15, 2021

Do you remember the days when you were creating a website and you had to engage so many people; designer, developer, content writer, server specialist, and whatnot? Now, the ecosystem has changed. A single DIY tool can help you create some of the best-looking websites in hours. In fact, this trend is bound to grow [.]. The post Ada.CX Vs. Kommunicate- A Detailed Comparison appeared first on Kommunicate Blog.

Customer Support 98

Customer Support 98

SmartKarrot

MARCH 15, 2021

If you wish to gain valuable insights from the minds of potential prospects and suitable customers, customer data platforms should be your go-to. These platforms are a centralized hub, pooling a bunch of data from multiple sources and clubbing it onto a unified database. And they are intelligently designed to connect to the customers and create a customer profile.

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Analytics APIs Government SaaS 10

kommunicate

MARCH 15, 2021

Do you remember the days when you were creating a website and you had to engage so many people; designer, developer, content writer, server specialist, and whatnot? Now, the ecosystem has changed. A single DIY tool can help you create some of the best-looking websites in hours. In fact, this trend is bound to grow [.]. The post Ada.CX Vs. Kommunicate- A Detailed Comparison appeared first on Kommunicate Blog.

Customer Support 52

Customer Support 52