Playvox

JULY 18, 2022

Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to leave or causing potential employees to avoid applying for contact center jobs altogether.

Contact Center 73

Contact Center Technology Employee engagement Cloud contact 73

Callminer

JULY 18, 2022

Read this post to learn how to hire top-notch call center agents using the right interview questions.

Call Center 182

Call Center 182

AWS Machine Learning

JULY 18, 2022

Amazon Polly , an AI generated text-to-speech service, enables you to automate and scale your interactive voice solutions, helping to improve productivity and reduce costs. As our customers continue to use Amazon Polly for its rich set of features and ease of use, we have observed a demand for the ability to simultaneously generate synchronized audio and subtitles or closed captions for a given text input.

Engineering 80

Engineering Advertising Technology Management 80

CSM Magazine

JULY 18, 2022

In any business, customer service is the key element. It can make or break a company. And when it comes to customer service, the pressure is on the team members responsible for providing it. Unfortunately, this pressure can make team members feel overwhelmed and stressed out. This can result in poor customer service, making customers dissatisfied with the company.

Customer Service 72

Customer Service Self service Chatbots Management 72

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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

JULY 18, 2022

Learn how a cloud computing company expanded its business and explored new partnerships with inside sales support and renewal solutions. The post Delivering Inside Sales Support and Renewal Solutions appeared first on Concentrix.

Sales 62

Sales 62

aircall

JULY 18, 2022

NEW YORK, NY, July 19, 2022, 2 a.m. ET – Aircall, the business phone system , today announced that Michael Haske will join the company as Chief Executive Officer (CEO) effective September 2, 2022. Haske, previously the President and Chief Operating Officer at Paylocity, will succeed Aircall CEO Olivier Pailhes. Pailhes co-founded Aircall in 2014 and has led the global company to achieve over $1bn valuation and scale to serve more than 13,000 customers in over 100 countries.

SaaS 62

SaaS Marketing Management 62

CSM Magazine

JULY 18, 2022

Efficient businesses save money on inputs such as labor, materials, and energy when they can produce more with less. What’s more, since they know how to optimize for peak performance, they can be more responsive to their customers’ needs. They can even scale up more easily when it’s necessary to make changes quickly. What can businesses do to increase their efficiency?

Best practices 59

Best practices Journey mapping Quality management CRM 59

Inbenta

JULY 18, 2022

In the last few years, chatbots have dramatically changed the way they operate and provide service to customers. They’ve gone from basic informational interfaces to complex solutions able to communicate with third-party systems. These changes, together with improvements in technology, have had a significant impact on self-service performance. What does this mean for businesses using an advanced, capable chatbot based on conversational AI ?

Chatbots 52

Chatbots Self service Sales Metrics 52

Balto

JULY 18, 2022

Balto is delighted to partner with Converged Technology Professionals , a trusted business communications provider for contact centers. Read their latest blog to discover how partnering with Balto has enhanced Converged’s product profile and opened new business opportunities. Excerpt: We’ve partnered with Balto because we want our customers to have access to a product that helps them improve in a meaningful way.

Coaching 52

Coaching Contact Center Technology 52

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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

Kapta Customer Success

JULY 18, 2022

Customers expect their key account managers (KAMs) to know them and what they are experiencing. Research shows that 55% of clients expect reps to understand their business, situation, and needs. And another study showed that educating clients with new ideas and perspectives gave KAMs the ability to influence their clients’ decisions.

Education 52

Education Accountability Management 52

Quadient

JULY 18, 2022

Leverage Quadient's Experience Partner Program to Improve Your Clients' Customer Communications. j.shah-thiel. Mon, 07/18/2022 - 12:40. Last year, we overhauled our Customer Communication Partner Program to accelerate the development of our partner ecosystem and enable Quadient teams to develop and focus on our most committed partners. The new “Experience Partner Program” introduces a variety of changes that are primarily designed to increase the benefits to our most committed partners and enabl

SaaS 52

SaaS Multichannel Engineering Consulting 52

Vcaretec

JULY 18, 2022

When running an in-house call center, keeping your staff working only during business hours saves operational costs. The problem with this method is that customers also call after business hours. If many customers prefer to call after work and your business is not there to fill this need, you will lose a lot of customers to your competition. Here are five main reasons to keep your call center operating even after business hours.

Call Center 52

Call Center Sales Service level Customer Support 52

Knowmax

JULY 18, 2022

The post 5 Easy Steps To Build A Support Knowledge Base appeared first on Knowmax.

Customer Support 52

Customer Support 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

ShepHyken

JULY 18, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. (Retail TouchPoints) If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) i

Customer Service 33

Customer Service B2B B2C Self service 33

SmartKarrot

JULY 18, 2022

How to get clients to say yes – this is the biggest challenge for CSMs. You must talk to customers correctly to get the desired experience and offer satisfaction. In any field, you need to ensure customers are happy and successful. An important part of customer success is getting customers to say yes to the brand. Your customers need to be invested in your business.

Management 10

Management Construction B2B Personalization 10

AWS Machine Learning

JULY 18, 2022

Amazon Rekognition allows you to mitigate fraudulent attacks and minimize onboarding friction for legitimate customers through a streamlined identity verification process. This can result in an increase in customer trust and safety. Key capabilities of this solution include: Register a new user using a selfie. Register a new user after face match against an ID card and ID card data extraction.

APIs 78

APIs Real estate Accountability Enterprise 78

aircall

JULY 18, 2022

Agility is key for any successful business. It means you can deliver knockout experiences to your customers while recruiting prospects and setting yourself up for success. But a pesky issue can put it all at risk: growing ticket volume. Whether you’re handling an intro call or putting the final touches on a sale, resolution time is of the essence. Especially when customer service teams are dealing with 7.2 more calls per day on average.

First call resolution 62

First call resolution Sales Morale Metrics 62

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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

OctopusTech

JULY 18, 2022

Human connection is one of the most important aspects of B2B sales and marketing. Rather than waiting for your potential clients to reach out to your business or to jump through different processes so they can schedule a call with you, it would be more convenient and proficient to just start the conversation by yourself. It depends on the relationship with your prospective clients by which you can decide how to convert cold calling services into warm calling.

Best practices 62

Best practices Call Center Sales Personalization 62

SmartKarrot

JULY 18, 2022

Role: Director, Customer Success Location: Remote, Maryland, United States Organization: Riverbed Technology As a Director of Customer Success, you will manage to customer success metrics including ARR retention and growth and customer satisfaction (NPS). Collaborate with functional business leaders to drive product improvements, customer marketing and surveying efforts, and delivery and support CSAT.

Consulting 3

Consulting Consulting Upselling Accountability 3

Nicereply

JULY 18, 2022

You can improve your customer experience without breaking the bank. These easy ways to reduce customer effort are a great place to start. Your customer experience needs an overhaul, but you don’t have the budget or developers to make it happen. Your helpdesk needs replacing, but you don’t have the expertise to migrate over all of your historical data.

Customer effort 52

Customer effort Chatbots Engineering Interactive Voice Response 52