Vistio
MAY 1, 2023
When contact centers purchase new software, they hope it’ll be the answer to their problems. But new tools don’t offer a solution straight out of the box. They must be properly integrated into your tech stack and optimized to work the way your agents do. When contact centers don’t implement new tools effectively, agents don’t use them. And leaders don’t see the benefits of their investment.
ShepHyken
MAY 1, 2023
Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.
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Steve DiGioia
MAY 1, 2023
It’s the age-old mantra: “ Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business.
Abby Connect
MAY 1, 2023
When you’re in court for your cases, meeting with a client, or providing legal counsel, who manages your law firm’s incoming calls? The importance of having a compassionate and capable legal receptionist or legal answering service is not to be underestimated.
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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.
kommunicate
MAY 1, 2023
Last Updated on May 1, 2023 “The art of medicine consists of amusing the patient while nature cures the disease.”— Voltaire A visit to a healthcare facility is not pleasant. You have to deal with the doctors, the financial aspects of it, the mental trauma of dealing with the disease, and, most importantly, the disease [.] The post 9 Patient Retention Strategies For Your Healthcare Institute In 2023 appeared first on Kommunicate Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Integrity Solutions
MAY 1, 2023
Many of our important decisions in life are influenced by both emotional and rational attributes, and often, the pull of the emotional is what rules the day. This simple truth goes a long way toward explaining why it takes more than just intellect and know-how to be a high-performing salesperson. As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical know
Jon Arnold
MAY 1, 2023
Been plenty busy on many fronts lately, and during April, some of that work turned up in my public writing. Here’s a digest of that, and I hope you check some of these out.
Global Response
MAY 1, 2023
Is workforce management really necessary for call centers? The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. However, if you want to: improve the cost-effectiveness of your call center raise your service levels effectively improve CSAT and provide better customer experiences understand staffing needs to manage demand and call volume improve empl
Cisco - Contact Center
MAY 1, 2023
Did you know that 98% of all meetings will now have at least one remote participant?
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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
Nicereply
MAY 1, 2023
Building customer loyalty requires a strong bond and trust with customers through quality experiences and exceptional support. In today’s highly competitive market, customer service has become a key factor in the success of many businesses. To maintain long-term customer loyalty, it is important to build a relationship that can generate repeat business and positive word-of-mouth.
Cisco - Contact Center
MAY 1, 2023
Secure Access Service Edge (SASE) is a hot topic for our customers.
Abby Connect
MAY 1, 2023
Being a great receptionist is all about the personal qualities that each individual can bring to the table. Whether hiring a receptionist or you have set out to become one, it helps to know some of the more critical attributes that make a good receptionist.
Cisco - Contact Center
MAY 1, 2023
Last November I introduced the Age of the Partner at Cisco’s annual Partner Summit in Las Vegas.
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.
Abby Connect
MAY 1, 2023
As technology evolves, AI live chat, and AI chatbots have become increasingly popular customer service tools. Despite the advantages of AI chatbots, live human chat support services remain superior in customer satisfaction. This article will delve into six benefits of using live chat support services instead of AI chatbots for your business.
Kapta Customer Success
MAY 1, 2023
Customer success is essential to the long-term growth of your organization for many reasons. Helping customers achieve measurable results by using your product or service has been found to be the best predictor of customer retention. When you boost retention, you increase renewals and drive revenue through upsells, cross-sells, and referrals.
Abby Connect
MAY 1, 2023
There are two things you can count on in life–death and taxes. And tax season is accounting season! It’s no secret that the busy season for accounting firms can be hectic and overwhelming. Every year, accountants must prepare their firms and staff to handle the increased workload while maintaining excellent customer service.
Vistio
MAY 1, 2023
Watch to the full podcast here: Or click here to just listen to the audio. Continuing the topic of AI, today we are being joined by Doug Rabold to discuss how AI impacts the quality of our work and how can learn how to properly use AI. We’ve seen before in sales and marketing how new technologies can shape the market and this can happen with AI in CX too.
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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.
Abby Connect
MAY 1, 2023
Take your accounting firm from good to great with our five tips on improving an accounting firm. These tips span the pillars of your business from organization, optimization, and technology to branding and client satisfaction, we’ll help you set the foundation for your firm’s growth.
Injixo
MAY 1, 2023
In Part 1 of this series, I discussed why the continuous improvement model is important and what it involves. Let’s now discuss how you actually get there. When it comes to any type of process, it’s important to define what success looks like and what steps are needed to achieve the desired result. Reviewing and refining existing processes is an ongoing task that should never be neglected.
Abby Connect
MAY 1, 2023
Running a successful business means making and taking phone calls. It’s unavoidable and phone anxiety (telephobia) makes it even harder. In a world with email, texting, live chat, social media posts, and dozens of other tools for communications, a live phone call can feel a little… scary. It can be anxiety-inducing.
Cisco - Contact Center
MAY 1, 2023
Isn’t it just a Camera? Machine Learning (ML), AI, Computer Vision (CV)… you’d be hard pressed to find someone who hasn’t at least heard of these topics.
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!
Abby Connect
MAY 1, 2023
We all want our companies to be the next Amazon, Facebook, or huge market leader in our industry. But, notably, our customers DON’T want that? Why? Because no matter the quality of the end product, their customer service ends up leaving a lot to be desired.
Dialer 360
MAY 1, 2023
The insurance industry is known for providing valuable financial protection to individuals and businesses. However, providing excellent customer service can be a daunting task for insurers, especially with the increasing demand for personalized experiences. One way insurance companies can improve their customer experience (CX) is by leveraging contact center software.
Abby Connect
MAY 1, 2023
A virtual receptionist service is a service in which live receptionists, working remotely (away from your office) answer and manage your phone line. At Abby Connect our receptionists all work out of our Nevada offices, providing a high-quality phone experience to small businesses across the U.S.
Blueship Call Center
MAY 1, 2023
Modern start-up businesses have a wide range of chances at their disposal because of the many technical instruments at their disposal. To provide their clients with better services, many businesses increasingly outsource their customer support procedures. In this article, we’ll analyze how call center outsourcing vendor benefit new businesses.
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
Abby Connect
MAY 1, 2023
AI receptionists have become increasingly popular in today’s business environment to streamline the customer experience. At first glance they seem cheap and easy to implement. However, there are significant risks when relying on an AI receptionist for your business.
ShepHyken
MAY 1, 2023
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. U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate.
Russel Lolacher
MAY 1, 2023
In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. And she specializes in recognizing bullying.
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