ShepHyken

FEBRUARY 22, 2022

Teaching Employees How to Smile. Serving Internal Customers First. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first. Top Takeaways: Teaching employees how to “smile” starts with having employees feel comfortable in their skin, having them feel like they are in a place where they can, and allowing them to

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Coaching Personalization Customer Service Management 307

Callminer

FEBRUARY 22, 2022

Read this blog to learn how providers and organizations in the healthcare industry can improve their patients’ experiences through innovative call center services.

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HelpCrunch

FEBRUARY 22, 2022

100% of employees are people. 100% of customers are people. 100% of investors are people. If you don’t understand people, you don’t understand business. Simon Sinek No worries, let’s handle the customers first. What they [ … ]. The post Want to Win Clients’ Hearts? Consider Personalized Customer Service appeared first on HelpCrunch blog.

Personalization 118

Personalization Customer Service 118

Avoxi

FEBRUARY 22, 2022

Building a Modern Call Strategy: 6 Call Management Mobile App Benefits Easily build an effective modern strategy with a phone app for inbound and outbound calls! Watch productivity grow when you give your reps the full power of your unified communications platform through their mobile device. 58%. That’s how many employees want the option to… The post Building a Modern Call Strategy: 6 Call Management Mobile App Benefits appeared first on AVOXI.

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Management Contact Center 118

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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.

Bill Quiseng

FEBRUARY 22, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality for business leaders. These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these traditionalists do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Customer Care 97

Customer Care Morale Sales Marketing 97

Advantage Communications

FEBRUARY 22, 2022

Customer service outsourcing has a number of great benefits, but it might not offer the best ROI for all companies - while some businesses may just not have the right motives when choosing to outsource.

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outsourcing Customer Service 96

Fonolo

FEBRUARY 22, 2022

At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. Call center managers are acutely aware that the industry faces some of the steepest staff turnover rates in the world. And it’s no surprise why: high call center attrition rates generally stem from poor company culture, stressful work environments, low pay, and overall agen

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Call Center Contact Center call center workforce Morale 87

Helpware

FEBRUARY 22, 2022

There is no overstating how important eCommerce is. It's the lifeblood of any business, and it can make or break a company. In order to stay competitive in the world of eCommerce, you need to find ways to outsource your eCommerce needs. There are many different types of outsourcing that you can do, but there are some things you should look for when choosing an eCommerce outsourcing provider.

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outsourcing 79

Edify

FEBRUARY 22, 2022

Born into a continually connected world, Millennials and Gen Z are coming of age in every sense, and businesses that seek to serve them as workers and buyers need to raise their game to attract and retain this generation’s attention. With high expectations and options aplenty, these individuals invest less time in anything that does not immediately satisfy them, whether that’s a job or a brand.

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Contact center software Cloud contact Contact Center Technology 71

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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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ConvergeOne

FEBRUARY 22, 2022

In my last blog post , I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service. Good self-service provides the answers to all the questions the person is looking for.

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Self service Customer Experience Interactive Voice Response Engineering 98

SQM Group

FEBRUARY 22, 2022

Putting callers on hold and the hold time is necessary to monitor because putting callers on hold frequently or for a long time creates poor customer service and higher costs per call.

Customer Service 52

Customer Service 52

LiveVox

FEBRUARY 22, 2022

Most companies understand the necessity of a PBX phone system within their business walls. Both the onsite and virtual PBX system setups give companies access to multiple beneficial features such as the ability to use several phone lines at once, numerous voicemail inboxes, and low to no-cost long distance. The post PBX Software Pitfalls appeared first on Livevox.

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Netomi

FEBRUARY 22, 2022

In Netomi’s latest “Support Superheroes” webinar, Netomi’s Can Ozdoruk sat down for a virtual chat with Alexandra da Silva Rodrigues, Radisson Hotel Group’s Strategical Advisor for Global Contact Centers. The two discussed emerging customer service trends in the travel & hospitality industry, managing the ticket surge during COVID-19, and the ‘human’ touch in digital support. .

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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

CSM Magazine

FEBRUARY 22, 2022

When you launch a new product or service, host an event, or make changes to your business, the first thing you should do is inform your clients and potential customers. Thanks to existing technology, you can do this in a multitude of ways, and you can pick the one that best suits your needs. For instance, you may want to post about it on social media, send out an email, or print and distribute flyers.

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Brand ambassadors Education Sales Marketing 52

Abby Connect

FEBRUARY 22, 2022

Busy attorneys with growing law firms need a professional assistant to help your private practice grow. While Abby.com cannot clone you, we can provide a live virtual receptionist and chat support. Free your time so you can attend to the crucial tasks of taking care of clients and expanding your firm. Benefits of Working With… The post Abby.com: The Live Virtual Receptionist for Growing Attorneys and Law Firms appeared first on Abby Connect.

Customer Service 52

Customer Service 52

CSM Magazine

FEBRUARY 22, 2022

Customer experience is all about how the customer perceives the journey of doing business with you, which is made up of many touch points. Customer experience management (CEM) consists of managing all these interactions to insure that customers’ perceptions are positive and consistent over time, leading them to remain loyal to your brand. This includes everything from filing tickets to better facilitating remote access.

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Customer Experience CRM Big data SaaS 52

NobelBiz

FEBRUARY 22, 2022

Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. These solutions are more than simply a tool for making and receiving calls, as they improve customer experience, agent experience, key performance indicators and more. Discover 12 Reasons why an upgrade is a must for you Contact Center software and key to your future.

contact center solutions 52

contact center solutions Contact Center Contact center software Cloud contact 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

Spearline

FEBRUARY 22, 2022

What is Telephone Echo? Telephone echo is a headache. Actually, it’s a frustration that often invades communications. Echo is the phenomenon wherein speakers hear their own voice echoed back after a brief delay. Although some technologies mitigate many causes, echo is still a problem. Indeed, even with the advent of VoIP. Uniquely, sidetone is echo where sound effectively loops back between the speaker and microphone at one end of a phone call.

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voip Telecommunications Wireless Quality management 52

Education Services Group

FEBRUARY 22, 2022

The Customer Success industry is coming into its own. We’re in the spotlight now, baby! The 2021 Customer Success Leadership Study found that 54% of CS organizations report directly to the CEO. 75% of Customer Success leaders have a seat at the executive table. And CS leaders are increasingly placed in top roles at their company. But, uh, wait a minute.

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Personalization Consulting Consulting Enterprise 52

Hodusoft

FEBRUARY 22, 2022

HoduSoft partners with Signalmash to bring innovative UC products to US markets. Hodusoft, a leader in the Unified Communications software market, recently collaborated with US-based Signalmash, a comprehensive CPaaS (Communication Platform as a Service) platform. The partnership has enabled HoduSoft to expand its suite of communications products and services in the growing US markets.

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Marketing Real estate Call Center Enterprise 52

inSided

FEBRUARY 22, 2022

Welcome to another week of Burn the Churn ! This week, we’re continuing to work on the core by investigating how you can leverage data and tools to improve customer conversations, avoid unexpected churn and false customer health scores. Let's go! ?? (Not signed up for the challenge yet? Join here.).

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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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Brad Cleveland Blog

FEBRUARY 22, 2022

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others … Continue reading → The post Tell your customer’s story appeared first on Brad Cleveland.

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Customer Experience Journey mapping Contact Center Call Center 26

SmartKarrot

FEBRUARY 22, 2022

Role: Sr Director of Customer Success Location: Remote, United States Organization: Bluewater Hayes Inc. As a Sr Director of Customer Success, you will develop strategies that enhance and improve customer experience and drive differentiate customer value, including providing a compelling digital customer post-sales experience. Build and lead a team of onboarding, customer training and account management professionals.

Accountability 19

Accountability Coaching Sales Engineering 19

Brad Cleveland Blog

FEBRUARY 22, 2022

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others to action. Learn about several tools you can use to help tell customer stories in this video from my LinkedIn … The post Tell your customer’s story first appeared on Brad Cleveland.

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Customer Experience Journey mapping Contact Center Call Center 26

SmartKarrot

FEBRUARY 22, 2022

As smart technologies continue to evolve, industries such as healthcare, finance, construction, education, retail, etc., are taking advantage of modern solutions. Augmented Analytics is one such emerging technology that has completely changed the way people perceive data analytics, data manipulation, monitoring, and, data literacy. The popularity of augmented analytics is because it adds value to the analytics lifecycle, insight delivery, and the entire process of data preparation, and analysis.

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Analytics Multichannel Construction Technology 10

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

delighted

FEBRUARY 22, 2022

The customer experience (CX) space is relatively new – those courageous enough to take the reins of a young CX program at a growing company are often an army of one, with limited headcount and even fewer resources. To add to these challenges, educational tools like handbooks, seminars, and models that explain how to grow a CX program, or assess your customer experience maturity, don’t really exist.

Customer Experience 88

Customer Experience Feedback Customer centricity Surveys 88

SmartKarrot

FEBRUARY 22, 2022

Team alignment is crucial for ensuring that all members of an organization understand the vision and mission of a company and work together in a structured manner to attain the end goal of the organization. As a Chief Customer Officer, you need your team to understand your customer success goals and work in alignment with the strategies developed by you.

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Chief Customer Officer SaaS B2B Education 10

CSM Magazine

FEBRUARY 22, 2022

Just as a picture says a thousand words, a logo says volumes about your brand. Not only does it help set your business apart from the competition, but it also tells your customers what it has to offer. But logos are more than just calling cards for your business and what it offers. Believe it or not, your logo also makes up a big part of the customer experience.

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