Tue.Mar 09, 2021

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2021 Customer Experience Predictions: The Year of AI and Workforce Engagement

3CLogic

In this interview with 3CLogic’s Chairman and CEO, Denis Seynhaeve , and Observe.AI’s Co-founder and CRO, Sharath Keshava Narayna , we explore the top challenges and opportunities contact center leaders will face in 2021. What lessons can contact center leaders learn from the remote workforce and digital transformation shift that took place during the pandemic?

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What Are The Features Of A Contact Center Software?

NobelBiz

Whether it's adapting to new work habits, anticipating call peaks, or taking advantage of cloud technologies. More and more business owners are choosing contact center software hosted in the cloud to manage their organization. The post What Are The Features Of A Contact Center Software? appeared first on NobelBiz®.

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Seven Practical Examples of Customer Support Automation

Nicereply

Support automation helps customer support teams deliver the same (or better) customer experience much faster. Automation seems too good to be true. The marketing buzz can often stretch the truth of what’s currently possible. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human.

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Enhancing customer experience: How Equity, Diversity And Inclusion Enhances CX

CX Global Media

Employers must first know what their workforce looks like compared with the labor market and inequities based on demographics. You need to identify how a. Read more. The post Enhancing customer experience: How Equity, Diversity And Inclusion Enhances CX appeared first on Customer Experience Strategy and Tactics.

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The 2023 Verint Experience Index: Retail

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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Keep the Ball Rolling!

Contact Center Pipeline

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which people used idiomatically early in the 1700s to mean continue something,” according to the website Writing Explained. This article continues my January 2021 Pipeline column, “Get the Ball Rolling,” which means to start the action. […].

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What Reports Should You Be Running in Your Contact Center, And Why?

LiveVox

The capabilities and efficiencies of your contact center drive business goals. Real-time reporting and business intelligence allow you to get a full view of your business and make the necessary changes to optimize your output. Reporting enables you to make data-driven decisions, track KPIs to help boost business performance, and help keep track of both […].

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Do your VoIP services have a case of the 'jitters'?

Spearline

Since the global adoption of VoIP and video as primary communication solutions, Unified Communications (UC) has never had a more valuable asset. The 'VoIP approach' provides organizations with feature-filled telephony service at a fraction of the standard company telephony price, proving highly effective. The lack of dependence on traditional copper lines and a Publicly Switched Telephone Network to make calls allows for more versatility than ever.

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Meet Rachel: CSM at ChurnZero

ChurnZero

ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. .

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10 Customer Self-Service Best Practices to Power Your Contact Center Results

NICE inContact

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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How Engineering Teams Use Guru

Guru

All engineering teams rely on some kind of documentation tool to communicate important product information with their colleagues. For small teams just getting started, this could be as simple as a Google Doc, and for larger teams with complex products, this could be a hierarchical wiki. Depending on how their company is structured, other teams (like HR or marketing) may use this wiki too, or have other areas where they store their team’s information.

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Octopus Tech Solutions Named Among Clutch’s Top Call Center Companies

OctopusTech

Octopus Tech Solutions is a next-generation call center outsourcing company that has helped numerous organizations to reinvent their businesses for the digital age. We’ve grown to become one of the leading outsourcing companies in customer support. We provide a wide range of outsourcing solutions to help businesses across multiple industries improve their profitability and reduce costs.

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How to Deliver WOW Customer Experience at Scale via Non-CSM Managed Model

CSM Practice

Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint. Glint is a People Success Platform that leverages real-time people data to help global organizations increase employee engagement, develop their people, and improve business results.

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EBI.AI Launches Community AI with Cost-Effective AI Assistants for Local Councils

CSM Magazine

Coventry City Council is first to join the exclusive network for local councils overwhelmed with calls about bins, Council Tax and Covid. One of the UK’s leading conversational AI companies, EBI.AI , has launched a new service to help local councils struggling to cope with a high volume of repetitive calls about community services like missed bin collections and parking charges.

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The Open CCaaS Advantage Report

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.

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How to improve customer service: A winning customer service strategy

delighted

What if we told you that there’s a way to grow your business by two to four times without developing a new product or receiving additional funding? Exceptional customer service turns new customers into promoters and promoters into returning loyalists. And these promoters have the potential to grow the lifetime value (LTV) of your brand by 1400%. Let’s take a look at additional data behind why improving customer service should always be a foundational business goal.

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Amazing Business Radio: Christine Trippi

ShepHyken

How to Say Yes…Almost Always. Empowering Your Employees to Create an Amazing Customer Experience. Shep Hyken interviews Christine Trippi, CEO at The Wise Pineapple. They discuss the value in empowering your employees to provide the best experience possible for your customers. Top Takeaways: The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered.

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What Are The Features of a Contact Center Software?

NobelBiz

Cloud Contact software will enable you to have the fastest, most effective ways to gather the clients and make them interact with you. With this, you will have the chance to make the right decision and achieve the required results. Contact center software is meant to provide clients with an exceptional customer service experience. They are designed to automate different operational tasks, help support clients with various problems and issues, and ensure that agents are always on the right track

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5 Super Smart, Deceptively Simple Rules for Tackling Your CX Reboot

Skybridge

After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today. For most, this will lead to some serious decisions about what it will take to win back lost customers, win over new ones, and retain them all.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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3 Reasons to Have an Attorney for Your Ecommerce Store

CSM Magazine

There is a very low barrier to entry when it comes to running an ecommerce site. It is easier than ever to run a business when you do it online. The one thing that people tend to forget, however, is that it is like any other business. Which means that you have to cover yourself against all kinds of threats like lawsuits to fraud and all kinds of other issues.

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Why Automobile Industry Needs Call Center Software For Its Value Chain

Hodusoft

The automobile industry is unlike any other in the way it operates. Manufacturing depends on in-house production as well as procurement through OEMs and the operation itself may be decentralized. Further, sales do not take place directly to customers but do so through a network. Service and maintenance are crucial aspects addressed through dealers offering service as well as through third party services.

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How to Choose a KCS or non-KCS Knowledge Management Approach at your Company

Unymira

As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.

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We Can’t Go Back to Normal—and We Shouldn’t

ConvergeOne

We cannot go back to normal, and even if we could, we shouldn’t. Why? The normal we knew was not sustainable. Too huge of a carbon footprint, too slow to meet the demands of the “fast fashion” economy, too stressful for associates, and too high of a cost to support. As painful as 2020 was, it did lead to positive changes in the workplace: Enterprises advanced by 10 years technologically in only six months.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Making an Impact During These Unprecedented Times – Josh Zamora, Director of Customer Success at ServiceNow

Strikedeck

Vincent Manlapaz, in an interview with Josh Zamora shares his thoughts on the impact of this pandemic [in relationship building] and how CS should play its part while adapting to these changes? The post Making an Impact During These Unprecedented Times – Josh Zamora, Director of Customer Success at ServiceNow first appeared on Strikedeck | Customer Success Platform.

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Zappix Partners with Lifesize to Provide Visual IVR Solutions

Zappix

Zappix, the leading Visual IVR and Customer Self-Service Solutions provider, has partnered and integrated with Lifesize, a leader and global provider of cloud contact center and video meeting solutions, to bring automation, artificial intelligence, and self-service to enterprise customer service communications.

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20 Best Customer Experience Quotes

SmartKarrot

Customer experience is a growing discipline and has become more important than ever. Good customer service is important for businesses to not lose customers or gain a bad reputation. Customer experience is essential for any business. Customer experience is the end result of what people think about your brand. Customer experience transforms the brand image, increases retention, and creates loyalty.

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VirtualPBX Desktop Softphone Updates – Video Conferencing and More

VirtualPBX

We’re making the most out of the first months of 2021 by releasing some important updates to our VirtualPBX Desktop Softphone. As our COO, Lon Baker, reports in this short teaser video, you can now enjoy our Video Conferencing feature alongside new screensharing capability and our host of other features on both Mac and Windows computers. This 2021 desktop softphone update keeps all the features you have come to enjoy – high-definition voice, Business SMS , live chat between system users, and rea

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Mar 09 – Customer Success Jobs

SmartKarrot

Role: Vice President, Customer Success Location: Boston, MA, US Organization: Immuta As a Vice President of Customer Success, you will map the customer journey beginning with implementation. Define the segmentation of the customer base and varying strategies for each segment. Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap.

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What's Possible with JustCall-Keap Integration?

JustCall

Attention Keap users! The Keap integration with JustCall will help you streamline communications. Want to know how? In this blog post, we will be covering the different functionalities of the JustCall- Keap integration that contribute to seamless workflows. As a Keap (previously called InfusionSoft) user, you understand how time-consuming constantly switching between the CRM and phone system is.

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Inbound Sales: How to Get More Qualified Leads in 2021

JivoChat

Inbound sales techniques have transformed the buying process, putting the power in the customer’s hands. Old school sales tactics like mass cold call campaigns and door-knocking are not as effective in many industries. But don’t think that makes life more difficult for sales teams. Quite the opposite, in fact. With the abundance of marketing materials online, customers no longer need a salesperson to provide the info and guide their purchasing decisions.