LiveVox

APRIL 26, 2021

A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2020 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. Below we’ve outlined some of the study’s key findings. We’ve made the study free and downloadable here. Earlier this month LiveVox Chief […].

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ShepHyken

APRIL 26, 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. 9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. (CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.

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TechSee

APRIL 26, 2021

The Age of Contact Center Transformation . Like many industries these days, contact centers are at a crossroads. On the one hand, every business needs to save money and customer service is generally the first on the chopping block. On the other hand, call volumes are at peak levels. A January 2021 survey found that 65% of U.S. consumers required technician assistance during the COVID-19 pandemic but are still uncomfortable allowing technicians into their homes to repair things like electronics o

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Totango

APRIL 26, 2021

Hi, We are excited to start our journey in Kyoto! . In Kyoto, we’re investing in: . Digital Engagement – Living in a digital world means timely digital tools to manage, visualize, and drive the digital journey. This includes new SuccessBLOCS that will enable you to leverage industry-based practices. Health – Control health definitions and get more visibility in health reasons to drive the right action. .

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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.

Interaction Metrics

APRIL 26, 2021

The NFT (short for Nonfungible Token) is a new asset class that’s as abstract as an investment gets. Unlike real estate or equities where you own property or a share of a company, an NFT only gives you an NFT; it points to nothing outside of itself. You don’t own a thing or even the copyright to a thing. So, on the face of it, NFTs shouldn’t be worth much.

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ViiBE Blog

APRIL 26, 2021

Computers play such an omnipresent role in our lives; it is easy to forget there is a whole profession dedicated to keeping everything running behind the scenes. Suddenly, when we have a technical issue, we remember there is someone available to help us. Great IT support can make all the difference for customers experiencing an issue with your product or service.

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COPC

APRIL 26, 2021

This content is password protected. To view it please enter your password below: Password: The post Protected: Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency appeared first on COPC Inc.

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CustomerSuccessBox

APRIL 26, 2021

Churn is not just a Customer Success problem. It cuts across the product, support, pricing, usage, customer success, user experience, the solution we are offering, and more. Churn is inevitable. Period. But the better we analyze churn, the better we will be at reducing the churn. So, I think it’s time we set up a process to analyze our own churn.

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TCN

APRIL 26, 2021

Everyone who owns or manages a business will always be looking for the best processes. The post Call Center Software Features for Any Size Organization appeared first on TCN.

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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

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PanTerra

APRIL 26, 2021

There are a multitude of ways that office-based teams interact with one another. There are the traditional conference-room meetings, popping into someone’s office to ask a quick question, brainstorming around a whiteboard, lunch meetings, chatting it up in the break room, and many other ways co-workers bond and interact with each other. However, the topic for today is how to create opportunities for all these types of communication when your company is spread across multiple cities, states, and

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Knowmax

APRIL 26, 2021

Still, creating decision trees in excel?

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SmartKarrot

APRIL 26, 2021

Role: Director of Customer Experience Location: Dallas-Fort Worth Metroplex, US Organization: Loloi Rugs As a Director of Customer Experience, you will strategically lead and develop a management team to enhance performance by setting clear accountable performance measures. Create a culture and processes which achieve the business goals and objectives with regards to their customer service.

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Vistio

APRIL 26, 2021

Tom Benton, Head of Operations here at Vistio , has a unique view on contact center management, technology and processes due to his long career in the industry where he often had one foot in the operations sector and one foot in the technology realm. Read or listen about Tom’s extensive experience in the contact center industry and his practical advice for contact center managers and technology practitioners. .

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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

SmartKarrot

APRIL 26, 2021

For any SaaS business, it is dreadful to lose revenue. The loss is always not due to external or major damages. The small leaks that are often unnoticed lead to huge losses. Many companies cannot even fathom the percentage of revenue leakage. A steady drip of losses creates huge losses in a SaaS firm. Recurrence is the most important thing in a SaaS business and when the revenue drips, the leakage is huge.

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Vistio

APRIL 26, 2021

Tom Benton, Head of Operations here at Vistio , has a unique view on contact center management, technology and processes due to his long career in the industry where he often had one foot in the operations sector and one foot in the technology realm. Read or listen about Tom’s extensive experience in the contact center industry and his practical advice for contact center managers and technology practitioners. .

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Contact Center Self service Best practices Technology 52

CSM Magazine

APRIL 26, 2021

In today’s digital world, creating a website is one of the crucial elements of business success. It is the necessary foundation to build your online presence and grow your startup into a well-established brand. However, simply having a website will not cut it. You need to produce more traffic and more leads to drive sales and revenue. Generating website traffic is both an essential indicator and a driver of achieving business growth and a shared goal amongst many entrepreneurs and marketers.

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Outsource Consultants

APRIL 26, 2021

In part one and part two of our series, we detailed five tips for targeting better KPIs and the top three training priorities for BPO vendors. Now, in part three, we’ll uncover the three key communication strategies you should focus on to get the best results from your outsource call center vendor. For optimal success, you should foster transparency, leverage their expertise, and include your BPO partner on your business journey.

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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

CSM Magazine

APRIL 26, 2021

While in 2021 we’re going online even deeper than before, so do the criminals. Business owners now have to protect both themselves and their customers from these attacks. That’s why fraud prevention becomes more than a question of your today’s income but an investment in your stable future. Here are the most frequent sorts of fraud you must prepare yourself to encounter and oppose.

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