ShepHyken
OCTOBER 5, 2022
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.
CCNG
OCTOBER 5, 2022
Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network. Good manners and common courtesy are essential when dealing with those that you wish to help and ask for help. The most important forms of professional etiquette are honesty, punctuality, propriety, and diligence.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
OCTOBER 5, 2022
It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.
LiveVox
OCTOBER 5, 2022
During a recession, contact centers and call centers are still in high demand. But how does an economic downturn effect the industry?
Advertisement
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.
NobelBiz
OCTOBER 5, 2022
NobelBiz | Blog. How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
OCTOBER 5, 2022
Transparent BPO Profiles the Leading Candidate This Year By Steve DiBari, VP Operations, Transparent BPO The workplace today is unrecognizable. For decades, workplaces experienced minor changes and occasionally flirted with seismic shifts. And then the pandemic arrived, and all bets were off. Since then, we’ve had ‘The Great Resignation’ only to be outdone by […].
NobelBiz
OCTOBER 5, 2022
NobelBiz | Blog.
Lumoa
OCTOBER 5, 2022
Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer. Due to this, we made a few changes to how Dashboards and Cards can be shared with others: Your Private Dashboard can now be shared with other users – for example, this lets you make a template to give new users for easy onboarding ; Cards can now be linked and shared among your coworkers – this lets you quickly sprea
VirtualPBX
OCTOBER 5, 2022
Unplanned emergencies due to inclement weather and other situations can happen anytime. Unfortunately, most businesses don’t think about a communication plan for emergencies until it’s too late. Amid the commotion and uncertainty, sending emergency notifications via a VoIP communications provider can help your business be more prepared on how to message your employees and customers quickly during these unexpected events.
Advertisement
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
AWS Machine Learning
OCTOBER 5, 2022
Face-off Probability is the National Hockey League’s (NHL) first advanced statistic using machine learning (ML) and artificial intelligence. It uses real-time Player and Puck Tracking (PPT) data to show viewers which player is likely to win a face-off before the puck is dropped, and provides broadcasters and viewers the opportunity to dive deeper into the importance of face-off matches and the differences in player abilities.
ChurnZero
OCTOBER 5, 2022
This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. In times of economic uncertainty, customer churn is one of the top operational risks facing any subscription-based company.
JivoChat
OCTOBER 5, 2022
Are you looking for cart abandonment email templates? Sending this type of email when you have an ecommerce is a practice that can help you sell more. Many people give up on purchasing the final step when they have already added all the products to their cart and are going to enter the payment information. However, they end up having second thoughts and closing the ecommerce page without buying anything.
AWS Machine Learning
OCTOBER 5, 2022
Digital is the new normal, and there’s no going back. Every year, consumers visit, on average, 191 websites or services requiring a user name and password, and the digital footprint is expected to grow exponentially. So much exposure naturally brings added risks like account takeover (ATO). Each year, bad actors compromise billions of accounts through stolen credentials, phishing, social engineering, and multiple forms of ATO.
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.
Voiptime
OCTOBER 5, 2022
Have you ever contacted any customer support department? If yes, then we can bet that you have experience in interacting with IVR or ACD technology. Contrastively, it is almost clear that you haven’t asked yourself: “how routing is functioning in the customer service units?”, and what are the names and essences of the techniques that serve you during your customer support journey?
Avoxi
OCTOBER 5, 2022
The Differences Between UCaaS vs CCaaS vs CPaaS Flexible voice, contact center and messaging services are transforming how companies stay connected to their customers and how their employees work. More convenient means of communication, coupled with the ease of accessibility over the internet for their hybrid and remote teams, have led organizations to adopt cloud-based… The post The Differences Between UCaaS vs CCaaS vs CPaaS?
CSM Magazine
OCTOBER 5, 2022
Carlton Retland, Principal Solutions Engineer at Applause details how brands can successfully identify and remove barriers for new customers. Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Fortunately, testing your new customer journeys provides insight into the friction points that occur during the process.
Injixo
OCTOBER 5, 2022
When developing a strategy to improve omni-channel customer service, it makes sense to define some focus points which are aligned with what customers consider important. Applying a customer-centric approach helps ensure that whatever channel the customer chooses, they'll have a consistently satisfying experience.
Advertisement
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.
LiveVox
OCTOBER 5, 2022
Compliance tools within the contact center include features such as contact attempt control and consent management that prevent call centers from breaking federal regulations. The post Contact Center Compliance Tools Overview appeared first on LiveVox.
Hello Customer
OCTOBER 5, 2022
Getting started with smart filters. Smart filters are filters we've created to go with every type of data you have. From now on, you can: Filter contextual data with a drop-down list of options. Filter transactional data such as revenue, age, or purchase value with a range slider. Sort date and time data types with our date picker. Sift through your entire team using a tree structure view in order to see which branches within a city, region, or even country are performing best.
Genroe
OCTOBER 5, 2022
Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success. The post How to Run a Customer Journey Mapping Workshop appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
Pipkins
OCTOBER 5, 2022
Our !!! NEW !!! Network Operations Center (NOC). This environment provides state of the art monitoring capabilities. It provides next level access to all relevant information necessary to analyze our hosted environment. The facility has been set up for dual use as a training facility. Instructors will have a broad array of visual presentation tools to better instruct students. —————————————————
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!
Amplifai Coaching Category
OCTOBER 5, 2022
Iterum selects AmplifAI as preferred provider of performance enablement enabling Iterum to replicate top performers, drive better employee engagement, and deliver higher quality customer experiences.
Nuance
OCTOBER 5, 2022
Dario Albesano is a Principal Research Scientist at Nuance Communications. He received his master degree in Computer Science and Artificial Intelligence from Università di Torino – Italy in 1990. His research interests include neural networks, speech recognition, artificial intelligence, acoustics and music reproduction. Jesus Andrés-Ferrer contributed equally to this work; Nicola Ferri and Puming Zhan [.].
Calltools
OCTOBER 5, 2022
Customer retention is equally as important to small businesses as attracting new leads. Companies must analyze their customer engagement strategy to keep their business relevant and customers interested. To retain your existing customers, keeping them engaged and involved is a critical step. When customer engagement stagnates, they may look to other companies with better offers.
CSM Magazine
OCTOBER 5, 2022
Market research is an essential process for any growing business to undertake, to better understand the markets to which they are catering. Past early-day SWOT analysis, and long-term and ongoing market research strategies are crucial for a business’ longevity – allowing it to shift its priorities and approaches to an ever-shifting audience. But what are some essential ways you can nail your market research?
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
Integrity Solutions
OCTOBER 5, 2022
Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Most companies now recognize that customer service is much bigger than a single function that operates primarily in a reactive manner.
CSM Magazine
OCTOBER 5, 2022
One of the major weaknesses of most organizations is top management’s lack of a customer service strategy. They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. Sam Walton, one of the most powerful retailers in the world, built Walmart on Customer Service and price.
AWS Machine Learning
OCTOBER 5, 2022
Content moderation is the process of screening and monitoring user-generated content online. To provide a safe environment for both users and brands, platforms must moderate content to ensure that it falls within preestablished guidelines of acceptable behavior that are specific to the platform and its audience. When a platform moderates content, acceptable user-generated content (UGC) can be created and shared with other users.
Expert insights. Personalized for you.
307 
Let's personalize your content