Contact Center Pipeline

SEPTEMBER 25, 2019

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Ansafone

SEPTEMBER 25, 2019

Medical centers have unique contact center needs requiring specialty BPO partner to ensure compliance with federal regulations, careful handling of high call volumes and delivery of meaningful customer experiences along with implementation of industry best practices. Outsourcing partners provide a host of services for the healthcare industry. These range from patient support to provider assistance … Healthcare Contact Center Best Practices Read More » The post Healthcare Contact Center Bes

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Best practices Healthcare Contact Center outsourcing 48

CSM Magazine

SEPTEMBER 25, 2019

New survey on customer service automation reveals 83% of consumers are willing to make messaging their primary means of contacting customer support. Helpshift, the company revolutionizing customer service through its intelligent digital-first platform, has released new data revealing consumer sentiment about chatbots and automation in customer service.

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Customer Support Chatbots Surveys Customer Service 40

ShepHyken

SEPTEMBER 25, 2019

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. In customer service, there are so many ways to do things right.

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Customer Service Personalization Management 311

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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.

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Published on: September 25, 2019. Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service. However, increasingly they want more – they want to be able to trust brands if they are to engage with them for the long-term.

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Customer Experience Automotive Self service Marketing 62

Callminer

SEPTEMBER 25, 2019

Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.

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Customer Contact Central Submitted Articles

SEPTEMBER 25, 2019

Your customer is not a commodity From all reports, we are experiencing a ‘retail recession’ and figures show that consumer confidence is plateauing. So now, more than ever, maintaining a healthy flow of sales is a matter of survival.

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Sales 100

Certified Languages International

SEPTEMBER 25, 2019

The Certification Commission for Healthcare Interpreters (CCHI) is a nationally accredited certification program for healthcare interpreters of any language. Since 2009, CCHI has certified thousands of interpreters who want to further develop their skills or gain a professional advantage in their field. With the first National Healthcare Interpreter Certification Summit happening this month (October 12) in Minneapolis, we wanted to take an opportunity to briefly explore the benefits of CCHI cert

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Healthcare Education 73

Pipkins

SEPTEMBER 25, 2019

I am a big fan of Agatha Christy. One of my favorite stories involves a Halloween murder. As I read the book, I was struck by a game they call “Snapdragon.” I had a difficult time imagining how the parlor game worked. As often happens when one reads material written almost a century ago, what was taken for granted back then does not garner a great amount of detail in the description.

Marketing 73

Marketing Management 73

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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

Satrix Solutions

SEPTEMBER 25, 2019

We recently were invited to conduct a webinar with Insight Partners to share our best practices for establishing or evolving your Net Promoter Score program to ensure it delivers deep customer insights that – when properly leveraged – will accelerate revenue growth for your organization. Watch the recording to discover how you can accurately obtain robust, reliable, and representative data & findings from your NPS program, and how they can be used to guide your company’s priorities in 2020.

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Best practices 60

Etech GS

SEPTEMBER 25, 2019

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Some managers say prior generations were easier to manage because they were more predictable. Employees worked their 40-plus hours per week at a call center and went home with little complaint.

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Call Center Management call center workforce Average Handle Time 69

CSM Practice

SEPTEMBER 25, 2019

The subscription model has changed everything. In reality, it has put all the power in the customer’s hands. This is the power of choice. With it, customers can either choose to retain your services as a business or simply churn and choose another. A good customer success manager (CSM) must understand the factors that result in churn and how to overcome these factors by taking customer success to the next level.

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Accountability Benchmark SaaS Surveys 65

NICE inContact

SEPTEMBER 25, 2019

Artificial intelligence is one of the hottest topics today and nearly every C-level executive is eager to understand how AI will transform their business. Contact centers are no exceptions. Only about a third of the customers are willing to use bots and virtual assistants to interact with companies AI is not a customer pleaser, yet! But it shows high potential.

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Contact Center APIs Chatbots Self service 54

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

inSided

SEPTEMBER 25, 2019

Great customer support is an essential element of success for every B2B organisation. Any support query coming in is about more than the one-off effect of solving a customer’s problem. In truth, it’s actually about creating (and maintaining) long-lasting relationships between you and your customers. It makes complete sense that the customer experience is one of the most important factors defining that relationship, right?

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B2B B2C Customer Support Customer Experience 53

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? Many of them have achieved superior customer experience outcomes – like better customer satisfaction and likelihood to recommend. We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics.

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Cloud contact Contact Center Benchmark Call Center 54

Talkdesk

SEPTEMBER 25, 2019

Analyzing call center metrics is key to delivering a high level of customer service. The factors that come into play in a contact center – queue times, agent availability, proper staffing, etc. – all need to be evaluated in order to properly optimize. Lacking insight into these metrics prevents a contact center from properly delivering a consistent, high quality service to its customers.

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Call Center Metrics Customer Service contact center solutions 52

Global Response

SEPTEMBER 25, 2019

There are clear differences in the B2B vs B2C buying process. But whether your customer is an individual or an organization, people are people with a complex set of emotions and goals. more. The post Personalizing B2B Customer Service appeared first on Global Response.

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B2B Personalization Customer Service B2C 48

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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

Solvvy

SEPTEMBER 25, 2019

So you just got back from a conference and stopped by the trade show booths during that dead time between sessions. You probably came away with some nice swag—beer koozies, bumper stickers, and water bottles galore—alongside some big ideas about how this new software solution will revolutionize your business operations as you know it. But wait!

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Customer Support Technology Self service Metrics 48

bold360 Blog

SEPTEMBER 25, 2019

Last month I had the pleasure of sitting down with Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix. We discussed a challenge facing many organizations I have met with: How can you increase call deflection while giving customers a better experience AND solve their problems in a more efficient way? We hear again and again that customers want fast answers to their problems.

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Customer Experience Chatbots Self service Analytics 49

Solvvy

SEPTEMBER 25, 2019

A Story We All Know. Your customer is traveling through your app at the speed of light. They’re enjoying every aspect of your app that your team worked so hard to deliver on. Everything feels flawless, seamless, practically perfect. But then something you never thought would happen, happens. Your customer runs into an issue and needs help immediately. .

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Abandon rate Customer effort Customer Experience Customer Service 48

Vcaretec

SEPTEMBER 25, 2019

Working in a call center can be very tricky. A small, tiny mistake in communication can trigger a very angry customer, which could, potentially, escalate into your worst nightmare, as we are dealing with people. It is very important to be extremely careful with your words. There are well-documented rules as to how an agent should deal with a customer over the phone, but that just covers the basics.

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Call Center outsourcing Personalization 45

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!

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Influitive

SEPTEMBER 25, 2019

Did you know that the average smartphone user logs a minimum of 4 hours a day on their smartphone? According to eMarketer, mobile is likely to exceed TV in average daily screen time this year. Unlike TVs, our smartphones travel with us everywhere we go. We use them at work, in transit, while we walk, The post The Mobile Experience: Table Stakes for Community Activation & Engagement appeared first on Influitive.

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Customer advocacy Marketing Management 45

Nuance

SEPTEMBER 25, 2019

We recently held our global Sales Kickoff in Boston where we had the honor of hearing from Olympic gold and bronze medalist in Alpine Skiing and the winner of four World Cup titles, Lindsey Vonn. No stranger to hard work, sheer grit, determination, passion for the game, and (most importantly) winning – she was the […] The post Two things an Olympic Gold-Medalist Skier and “The Team Formerly Known as HR” Have in Common appeared first on What’s next.

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Sales 45

Hero Digital

SEPTEMBER 25, 2019

To newsletter or not to newsletter: there’s a great question. On one hand, you have a golden opportunity to engage with current and prospective customers on a regular basis. On the other, you risk irritating, alienating and (worst of all) spamming your database to unsubscribing death. It all comes down to how you execute. Here are a few quick tips for creating a successful marketing email newsletter, from branding to content to measuring success. 1.

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Entertainment Engineering Government Healthcare 42

Nuance

SEPTEMBER 25, 2019

Photo: Dr. Lucian Newman (right) performing laparoscopic colon resection surgery. We have roughly 28,000 days to live, and so we must strive to make the most of every day—extra time, extra effort, extra joy. Through the course of those 28,000 days, we are all bound to experience adversity, accidents, illnesses, and how we respond to them […] The post What if we decided what had been done before was the least we could do?

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Healthcare 43

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

Cincom

SEPTEMBER 25, 2019

Globalism is still a key element to enterprise growth. Trade wars, tariffs, reshoring, resurgent nationalism and the political manifestations of … Continue reading "Economic Globalism is Important for Enterprise Growth". The post Economic Globalism is Important for Enterprise Growth appeared first on Cincom Blog.

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Nuance

SEPTEMBER 25, 2019

We recently held our global Sales Kickoff in Boston where we had the honor of hearing from Olympic gold and bronze medalist in Alpine Skiing and the winner of four World Cup titles, Lindsey Vonn. No stranger to hard work, sheer grit, determination, passion for the game, and (most importantly) winning – she was the […] The post Two things an Olympic Gold-Medalist Skier and “The Team Formerly Known as HR” Have in Common appeared first on What’s next.

Sales 40

Sales 40

CSM Magazine

SEPTEMBER 25, 2019

Whoever answers your phone represents the entire organization and its philosophy about customer service. Phone courtesy needs to be rule # 1. Impress your callers when you practice these phone courtesy tips: Answer the phone promptly. We live in a world of instant expectations. If you don’t answer the phone immediately, people assume that you are either closed for the day, gone out of business or simply provide poor customer service.

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Surveys Personalization Customer Service Management 40