JustCall

FEBRUARY 17, 2022

Still making every cold call manually? Want to ramp up to more than 100 cold calls in a day with a powerful sales dialer? Well, we know how difficult it gets to meet sales quotas, when you’ve got to deal with the mess of finding lead numbers, then dialing them manually, and ending up on a dial tone. The worse is – getting hung upon! Research by McKinsey shows that the sales teams using automation tools see a 5X higher chance of quota attainment versus teams without automation.

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Lumoa

FEBRUARY 17, 2022

Lumoa Product News for February 2022 New guide available for our Zendesk integration Admins now have the ability to Integrate directly with their Zendesk account through our new Integrations Page! With this integration you will: Pull over CSAT responses that your Zendesk agents receive Analyze the comments in Lumoa using AI Gain insights into common reasons for poor feedback Please read this guide on our new Integrations Hub to get started, and reply to this email with other integrations you

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VirtualPBX

FEBRUARY 17, 2022

What is an SLA? First things first, what is an SLA? An SLA, or Service Level Agreement, is a commitment between a service provider and its customers. It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. Deliverables to help create alignment between two parties, such as product availability, responsibilities, and quality of service.

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Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Excellent customer service is hard to come by. It’s rare and elusive because it’s not something that “just happens.” It has to be cultivated.

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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.

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

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ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. Hesitations started to creep, and then swoop, in like a doubtful bride headed down the aisle unsure of her decision ahead.

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Spearline

FEBRUARY 17, 2022

The importance of measuring latency Does your organization know how to measure latency on a call? In November, we wrote about why latency matters. The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” In addition, the survey observed that “9 of 10 executives believe business success depends upon low latency.

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Telecommunications Call flow voip Surveys 96

Fonolo

FEBRUARY 17, 2022

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. From live voice interactions to online chatting, social media messaging, and post-interaction administrative work, call center agents must juggle multiple tasks on a daily basis.

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call center workforce Call Center Management Contact Center 87

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers. This is a leading reason why there’s a growing gap between the service that customers expect and what contact centers are able to deliver.

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Contact Center contact center solutions Technology CRM 78

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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

Helpware

FEBRUARY 17, 2022

It's a well-known fact that customer service is the foundation of any successful business. As evidence, consumer research from PricewaterhouseCoopers (PwC) revealed that 86% of people are willing to spend more money on brands that provide high-quality customer service.

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Customer Support Customer Service 79

Toister Performance Solutions

FEBRUARY 17, 2022

Company culture is an important consideration for job seekers. Many value it more than than money. That's from a 2019 Glassdoor report. At the time, the U.S. unemployment rate was 3.7 percent and employers were competing for good employees. In that respect, not much has changed. Today, the U.S. unemployment rate is still under four percent and culture is more important than ever.

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Surveys Accountability Marketing Personalization 62

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. Hesitations started to creep, and then swoop, in like a doubtful bride headed down the aisle unsure of her decision ahead.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

VirtualPBX

FEBRUARY 17, 2022

What is an SLA? First things first, what is an SLA? An SLA, or Service Level Agreement, is a commitment between a service provider and its customers. It documents what services the provider will bring to the table and sets the service standards the provider is obligated to meet. Deliverables to help create alignment between two parties, such as product availability, responsibilities, and quality of service.

Best practices 52

Best practices Service level Wait times Metrics 52

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

Comm100

FEBRUARY 17, 2022

Today’s students are CX-indulged. Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.

Education 52

Education Chatbots Personalization Technology 52

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. First, it’s fundamental to understand the differences in dealing with a market that is focused on selling services to companies. The selling plan can’t be the same as one that is made for the B2C market (business to consumers). . The SaaS (Software as a Service) area also has particularities that need to be taken into consideration.

B2B 52

B2B SaaS B2C Sales 52

Comm100

FEBRUARY 17, 2022

Today’s students are CX-indulged. Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.

Education 52

Education Chatbots Personalization Technology 52

Quiq

FEBRUARY 17, 2022

Share This Story Emails get buried, hidden in other tabs, lost in spam folders. Facebook can go unchecked. Voicemails ignored. But there’s one channel your customers are sure to notice: Their text messages. While many businesses rely on email to communicate with their customers, business text messaging is growing in popularity. According to Zendesk’s 2021 CX Trends report , the number of customers who say they prefer text messaging to resolve customer service issues grew 75% in the last year.

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Chatbots Marketing Customer Support Wait times 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

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. It’s old wisdom, but it’s still valid today. Unfortunately, many SaaS companies overlook this and focus on generating new leads. The cost of acquiring new customers becomes very high very quickly.

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Benchmark SaaS Customer retention Upselling 52

CSM Magazine

FEBRUARY 17, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers. In its recent report, Ventana Research came to the conclusion that, “The pandemic created the circumstances for a complete reassessment of the tools and processes used in contact centres to manage agents”.

Management 52

Management Best practices Technology Analytics 52

NobelBiz

FEBRUARY 17, 2022

What makes Applied Innovation’s solutions unique in the ARM space? First, the importance of embracing technology for an ever-changing compliance landscape is now greater than ever. The post VIDEO: Embracing technology and assisting the ARM industry on all levels appeared first on NobelBiz®.

Technology 52

Technology 52

Spearline

FEBRUARY 17, 2022

The importance of measuring latency Does your organization know how to measure latency on a call? In November, we wrote about why latency matters. The same article also referenced a survey from January 2021 by IDC. This survey stated that, “global business leaders rate latency a higher priority than speed.” In addition, the survey observed that “9 of 10 executives believe business success depends upon low latency.

Telecommunications 52

Telecommunications Call flow voip Surveys 52

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

NobelBiz

FEBRUARY 17, 2022

Training and new technology have opened new ways of communication and empathy, reframing the view and the Collection industry's bad rap. Leveraging technology and self-service will revolutionize customers' perceptions for a greater future. The post VIDEO: Debt Collections: Changing Perceptions appeared first on NobelBiz®.

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Self service Technology 52

Comm100

FEBRUARY 17, 2022

Today’s students are CX-indulged. Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. From Amazon’s same day delivery to UberEat’s seamless takeaway offering, no demographic has ever had it so good. While this is great for Gen Z, it may not be such welcoming news for universities and colleges.

Education 52

Education Chatbots Personalization Technology 52

NobelBiz

FEBRUARY 17, 2022

The challenges of the COVID-19 pandemic will permanently reshape the business landscape. But amidst the challenges, new inspiration to leverage this crisis's opportunities emerged and some industries became more resilient than ever. The post VIDEO: Moving forward during COVID-19 appeared first on NobelBiz®.

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Brad Cleveland Blog

FEBRUARY 17, 2022

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a business intelligence tool, or perhaps something homegrown. I’ve seen many different approaches work.

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Feedback CRM Management Surveys 29

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

NobelBiz

FEBRUARY 17, 2022

Leveraging self-service in Debt Collection with web-based technology has increased customer experience, reduces contact volumes and improved efficiency. This DIY-technology has enabled personalization using cutting-edge technology. The post VIDEO & ARTICLE: The Rise of Self-Service in the ARM space appeared first on NobelBiz®.

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Self service Technology Personalization Customer Experience 52

Brad Cleveland Blog

FEBRUARY 17, 2022

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback … Continue reading → The post Collecting structured and unstructured customer feedback appeared first on Brad Cleveland.

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Feedback CRM Management Surveys 26

NobelBiz

FEBRUARY 17, 2022

Retention and turnover are still some of the biggest issues in the ARM industry and this was only enhanced during WFH. Still, there are a few creative ways around this and it's not only financial compensations and rewards. Tune in! The post VIDEO & ARTICLE: How to Retain Top Talent and Make WFH Enjoyable appeared first on NobelBiz®.

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