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The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. MORE
The Zappix COVID-19 Vaccination Scheduling and Education solution is designed to help stop the spread of the pandemic with modern digital communication. Healthcare providers can now book vaccinations, manage. Press Releases MORE
For any new business owner or entrepreneur, success is very important. There are some yardsticks across which it is measured. One of them is how much customers need to success, buy the product or service, and continue using it. MORE
The power of a single conversation to build customer relationships is an idea that all sales and service teams understand. With the digital expansion of conversation venues, customers and sales teams have more opportunities for connection than ever across more channels and more devices. MORE
At ESG, we’ve gone all-in on the future of Customer Success. MORE
Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards. Because of the job challenges, agent retention is a significant difficulty for contact centres worldwide. MORE
If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. MORE
You guys may think I am crazy, but I think I found the technology that will be changing the customer service and customer experience industry to levels we have never thought of. Currently, we are using call center technology to either gauge the CX (CSAT, NPS, Sentiment.) MORE
The future of multilingual interpretation services blends into 2021 with new trends. . MORE
Organizations are made up of various divisions and industries that work hand in hand to accomplish one objective. Different beats of the heart still maintain a harmonious rhythm. No organization succeeds in having departments work independently from one another. MORE
Let’s face it. Adherence tracking gets a bad rap. For companies that value their culture and employees, it may appear to undermine employee trust. No one wants to be “watched,” especially not the superstars on your frontline. MORE
Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve. MORE
How character development compliments CX strategy is one of the most important aspects we review from numerous and diverse sets of perspectives at CX Global. Read more. The post How Character Development Compliments CX appeared first on Customer Experience Strategy and Tactics. MORE
If your churn and retention rates are staying the same or worsen for individuals who go through your onboarding process, you’ve got a problem. User onboarding makes for healthier, happier customers and more informed product teams. MORE
[Amsterdam, Netherlands - January 19, 2021] Today, inSided and Skilljar announced the launch of an integration bridging inSided’s Customer Success Community Platform and Skilljar’s Customer Education Platform. MORE
Loyalty is one of those concepts that’s as old as time itself really. Loyalty, as a trait, has played a major role in much of history, from betrayed loyalty, to misguided loyalty, to heroic loyalty that saves the day. In business, although loyalty may not take on such as epic importance, it does play a very important (some may even say the most important) role in building customer relationships. Customer Experience Customer Communications Customer Journey MORE
Simplifying CX YouTube series episode on building a robust CX technology stack. Videos MORE
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Customer Effort Score (CES) gauges the amount of perceived work a customer has to put into dealing with your company. That can include the effort behind making a purchase, resolving a service query or signing up for an account. MORE
In the previous installment of this blog series , we shared seven cybersecurity tips to prepare your organization for 2021. This blog post includes seven more tips to help protect your organization from cyber-attacks. MORE
Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes. MORE
About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. MORE
In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. MORE
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides MORE
The success of your company is directly proportional to how thoroughly your customers are satisfied with you. The satisfaction score of a customer is a critical determinant that portrays how far-fetched their loyalty will go on. MORE
The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. But, the global success of call center outsourcing services, and the emerging economies it helps support, seems to be proof enough. MORE
We’re on a roll lately at BCStrategies , this being our third podcast over the past few weeks. I hope you caught the last two - 2020 highlights, and our look-ahead for 2021. They’re easy to find on our portal, as is our current podcast - best practices for video meetings. MORE
5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. MORE
Recall the last time you stood in an aisle in your local supermarket, looking at the humungous variety of products in front of you. But was there a moment where you went straight to a product without even looking at the others? Perhaps a brand you’ve been using for years? MORE
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