Beyond Philosophy

OCTOBER 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.

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Contact Center Pipeline

OCTOBER 22, 2020

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry was expected to get their teams home while continuing to serve millions of customers. So many leaders stepped up to the plate and served selflessly to make sure that their teams […].

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Steve DiGioia

OCTOBER 22, 2020

We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out. When it does, and if you are not showing desirable traits, you will be shunned for being “fake” Here is how to be true to yourself and your business. We are who we are – until we’re not.

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Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . But it’s not over yet. With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. .

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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.

Concentrix

OCTOBER 22, 2020

Silicon Valley US Golden Bridge Awards recognizes Concentrix’ innovation in Technology and Wellbeing. The post Innovation at Concentrix Shines Through with 5 Golden Bridge Awards appeared first on Concentrix.

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C3Centricity

OCTOBER 22, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.

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Guru

OCTOBER 22, 2020

Let’s pay attention to our attention. Can’t focus? It’s not your fault. In this “Corona Year,” we know that people are working more hours and attending more meetings. We have to work harder to “seek balance.” This fact inherently means we as individuals have less time and focused attention to dedicate to the deep thinking work that gives us energy — not to mention the “ascryoncous work” that gets the job done.

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JustCall

OCTOBER 22, 2020

The auto dialer acts as a co-pilot for sales teams. The ideal software for outbound sales campaigns, an auto-dialer increases sales productivity by as much as 200%. Want to know how? Keep reading to find this out and everything else about the auto dialer. . What is an Auto Dialer? . An auto dialer is software that dials up each contact from your database.

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Cyara

OCTOBER 22, 2020

It's hard to believe that November is right around the corner already! Before your calendars fill up, we wanted to share some great, accessible and free upcoming events you might want to add to your schedule that could serve you on your mission to up-level contact center operations, help with migration projects, and ultimately improve the quality of your customer experience.

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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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Totango

OCTOBER 22, 2020

When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. As communication becomes more fast-paced, client expectations for timely, personalized responses to their issues have risen as well. Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, ca

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Nicereply

OCTOBER 22, 2020

The pace of change in software is dizzyingly fast. Development teams are perpetually adding, changing, and removing functionality from your products. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Especially with SaaS products, these deploys have an immediate customer-facing impact, which comes back to your success and support teams in the form of questions or concerns.

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Avoxi

OCTOBER 22, 2020

When customers have questions, they don’t want to hear “We’re sorry, but all agents are currently assisting other customers.” playing through the IVR. Nobody enjoys being tethered to their phone just to connect with support. Instead, they want fast and easy conversations that resolve their issues. Customers have exceedingly high expectations and if your business… The post Leave On-Hold Behind: The Benefits of Queue Callback appeared first on AVOXI.

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BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear and concise: stay operational and deliver on our KPIs while keeping our people safe.

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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

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. But first, let’s address the elephant in the article by acknowledging that we’re a software company that is making a one-sided argument in favor of buying. This may seem self-serving, but we promise our intentions are pure. Our goal is to bring awareness to the building considerations that are often overlooked or inaccurately weighed during the cost-benefit analysis of a build-or-buy deci

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Vcaretec

OCTOBER 22, 2020

Customer support is challenging for most businesses. It requires a large team of customer service professionals, in-depth knowledge of both the industry and the product, and a problem-solving mentality. For companies that can’t manage a full customer support network alone, customer support outsourcing is a fantastic option. (v)WeCare is a US based customer support outsourcing company that specializes in giving your customers first-contact solutions.

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outsourcing Customer Support Finance Call Center 59

Concentrix

OCTOBER 22, 2020

Inspire and accelerate your employees' commitment to CX. The post ConcentrixCX Employee Notifications appeared first on Concentrix.

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Plantronics

OCTOBER 22, 2020

When looking at the customer service sector, if anything can be near certain during these unpredictable times – it’s that hybrid working is the future for the call center. As a matter of fact, Frost & Sullivan predicts that 20% of the call center workforce will working from home in the near future. That’s a [ ] The post The Future of Customer Service – Hybrid Workforce or Hybrid Employees?

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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

The Petrova Experience

OCTOBER 22, 2020

Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever to consumers. . Post-COVID Customer Experience. Before Covid19, Customer Experience was important, but it was stuck in the “nice to have” category. Consumers expected exceptional Customer Experience mostly from brands that were “cool” and were claiming to be innovators.

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NobelBiz

OCTOBER 22, 2020

This is First Contact: Stories of the Call Center. In episode 10, Christian had a cool chat with Shep Hyken about customer service, support, and experience. As Chief Amazement Officer of his own company for 35 years, Shep's brimming with invaluable advice for service & support call centers! The post VIDEO: How Social Media Took Over the Call Center appeared first on NobelBiz®.

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LiveVox

OCTOBER 22, 2020

In this episode of Thoughtline, learn how to sync CX operation and execution strategies along every touchpoint for experiences that delight everyone, every time. Full Transcript Boris Grinshpun: [00:01:14] Good morning and good afternoon, listeners and viewers. [00:01:18] Welcome back to our weekly podcast. The thought line series today. We’re lucky enough to be joined […].

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Quiq

OCTOBER 22, 2020

Share This Story People use their mobile phones to work, play, text, and scroll every day. That’s why businesses use customer service text messages to stay in touch with customers. It’s a great way to increase loyalty and reach a wider audience. For industry leaders who are looking to enhance their customer service strategies, integrating SMS solutions is essential.

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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!

Feedback

Education Services Group

OCTOBER 22, 2020

“Have those reports on my desk by five!”…Not something we hear much anymore in the world of ever-advancing technology and automated process. Gone are the days of giving my colleagues hard-copy printouts of graphs and lines of numbers just to have to wait for three months for a person with an analytics degree to tell me that the project I’ve been working on for six months had a missing variable.

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CSM Magazine

OCTOBER 22, 2020

Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience. While COVID-19 may be the reason for slower-than-usual customer service currently, it cannot be a long-term excuse. Though everybody is wrestling with similar challenges, the patience of customers with brands and their challenges, especially with quality or timeliness of delivery, will reach i

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Babelforce

OCTOBER 22, 2020

In this post : What is speech recognition? Speech recognition terminology Is speech recognition a dated term? Why do businesses want voice-based tools? Your (free) guide to contact center automation. What is speech recognition? What is speech recognition – simple topic, right? Basically, yes! Speech recognition is pretty simple to understand. The simplest definition is : a software solution that can process human speech and respond appropriately.

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CSM Magazine

OCTOBER 22, 2020

Data centres are far more than many perceive. What may first seem like just a vast stockroom of servers and wires serves the crucial role of keeping us all connected in a modern, fast-paced world. If you live in the UK, every time you check an email, post on social media or click ‘add to basket’ during your online shopping, there is a very good chance that a UK colocation data centre is involved.

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Government Customer Experience voip Banking 52

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

C Space

OCTOBER 22, 2020

Keep It Moving: Timing is Everything, Pt. 1 – The Pressure to Respond. The world is changing, and with that comes pressure on businesses to respond faster. To support our clients, we’re sharing the most valuable learnings from The Better Why: a report for insights leaders and customer activists. Tweet. All businesses are seeking competitive advantage by being one step ahead of the competition on fast changing consumer preferences.

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Connect

OCTOBER 22, 2020

A Business Continuity Plan requires a business to anticipate any potential scenarios that may disrupt their operations and provide contingency plans to continue operations, as smoothly as possible, should any of those scenarios arise.

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C Space

OCTOBER 22, 2020

Keep It Moving: Timing is Everything, Pt. 2 – Position your Function as an Internal Agency. The world is changing, and with that comes pressure on businesses to respond faster. To support our clients, we’re sharing the most valuable learnings from The Better Why: a report for insights leaders and customer activists. Tweet. Paul Logue. Former VP of Growth Analytics, Market Insights & Customer Experience at HPE.

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