Voiance
JANUARY 13, 2021
Approximately one million people in the US are functionally deaf, and 6 million people report that they are hard of hearing. How they prefer to communicate depends on their education, the age they became Deaf, and the severity of their deafness.
ShepHyken
JANUARY 13, 2021
If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience.
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Myra Golden Media
JANUARY 13, 2021
We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able to apply everything that we learn here and translate it into a purely written environment? Any advice is appreciated.” Customers escalate in chat and email interactions intensely!
CCNG
JANUARY 13, 2021
At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. I want to share where we need to laser focus our attention in 2021: Voice channel Phone calls continue to be the primary choice of contact especially during the pandemic and I don’t foresee the trend of having a human-to-human conversation changing anytime soon.
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CX Global Media
JANUARY 13, 2021
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
HelpCrunch
JANUARY 13, 2021
These questions might pop up in your head from time to time: What is thought to be good customer service? How can I be sure that my team is fully armed with the necessary tools? [ … ]. The post 7 Commonly Accepted Customer Service Standards to Live Up To appeared first on HelpCrunch blog.
CSM Practice
JANUARY 13, 2021
“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Despite the obvious advantages of mastering and scaling the renewal process as SaaS companies grow, renewals still pose a big challenge for most.
Ian Jacobs
JANUARY 13, 2021
Between really bad press (here and here) and bankruptcy (here), large contact center outsourcers have seen a rough last few months. Bad press for outsourcers spells trouble for and affects the brands that contract with them: Consumers will react regardless of whether the news comes from the company itself or up the supply chain. Negative […].
C3Centricity
JANUARY 13, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts.
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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
SharpenCX
JANUARY 13, 2021
Social media consumes a lot of our waking hours, whether or not we intend it to (I mean, those memes aren’t going to chuckle at themselves). Especially in the COVID era, people seek connection and search for information on social media more than ever. In fact, people around the globe average more than 2 hours a day scanning social media. Social media has changed how customers interact with companies.
aircall
JANUARY 13, 2021
The traditional on-site contact center worked well enough for its time, and now, contact center as a service (CCaaS) is a modern solution that fits the pace and scope of today’s marketplace. CCaaS works just as well for SMBs as for large corporations because of the many benefits it provides. In fact, one of the major benefits of CCaaS is that it’s highly flexible and customizable.
Voiance
JANUARY 13, 2021
Interpreting is a well-established profession with many protocols and standards. These protocols might seem a little perplexing or startling for those who may have never used an interpreter before. Here are the answers to some questions you may have about how an interpreter conducts an interpretation session.
GetFeedback
JANUARY 13, 2021
Become a CSAT expert with our comprehensive 4-week email course.
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.
Enghouse Interactive
JANUARY 13, 2021
AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better. With more advanced technologies being introduced across all industries – seemingly on a daily basis – businesses are trying to determine what will be the best approach for them to improve their organization, to better interface with and satisfy their customers – as cost-effectively and efficiently as possible.
CallSource Insights
JANUARY 13, 2021
Online Reviews Are The Key to Building Consumer Trust. Let’s start on common ground: you know online reviews are important for your business. Reviews help your Google search ranking and optimize your SEO efforts across the board. What is equally, if not more, important are the additional ingredients it takes to optimize your Google presence. As the internet continues to evolve into a forum-based platform, consumers look to their most-trusted-stranger for recommendations– online reviews.
LiveVox
JANUARY 13, 2021
Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. With only around 11% of businesses currently using speech analytics capabilities, a large percentage of businesses have not taken the opportunity to implement a technology that can play an […].
Quiq
JANUARY 13, 2021
Share This Story Consumers’ responses to surveys give brands valuable insights that help them overcome challenges, increase competitiveness, and boost satisfaction rates. However, getting that data is often difficult. Shoppers forget to respond or get confused about how to submit their responses. Dynamic text messages let retailers avoid these undesirable outcomes.
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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.
Nuance
JANUARY 13, 2021
When a signal is acquired in a room with reflective surfaces and noise sources, the acquired signal can be modeled by convolution with the room impulse response (RIR) plus an additive noise component. The level of reverberation can be characterized by an RIR, from which the Clarity Index (C50) metric can be obtained which has [.] The post Delivering non-intrusive signal intelligence with deep learning appeared first on What’s next.
Quiq
JANUARY 13, 2021
Share This Story Consumers’ responses to surveys give brands valuable insights that help them overcome challenges, increase competitiveness, and boost satisfaction rates. However, getting that data is often difficult. Shoppers forget to respond or get confused about how to submit their responses. Dynamic text messages let retailers avoid these undesirable outcomes.
Nuance
JANUARY 13, 2021
Whose app is it anyway? We’ve seen a big shift over the last few years toward a do-it-yourself (DIY) approach to customer experience. In a world where customers will abandon the interaction at the first sign of inconvenience, few enterprises have the appetite to wait for vendors to build or make changes to vital CX [.] The post Avoiding the 5 hidden pitfalls of DIY customer experiences appeared first on What’s next.
CSM Magazine
JANUARY 13, 2021
US legislators have tried to ensure consumer rights and protect them from deceptive, unfair, and fraudulent business practices through various federal and state laws. Consumers have the right to file lawsuits or be penalized if they fail to observe these laws. That fact makes it crucial that business owners remain aware of such laws and comply with them.
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!
Ian Jacobs
JANUARY 13, 2021
Between really bad press (here and here) and bankruptcy (here), large contact center outsourcers have seen a rough last few months. Bad press for outsourcers spells trouble for and affects the brands that contract with them: Consumers will react regardless of whether the news comes from the company itself or up the supply chain. Negative […].
Voiance
JANUARY 13, 2021
You’ve decided to shop around for a translation provider. Where should you start?
Edify
JANUARY 13, 2021
Contact: Liz Cahill for Edify Labs.
SmartKarrot
JANUARY 13, 2021
Role: Vice President of Customer Success Location: Remote, New York City Metropolitan Area, US Organization: Ceros As a Vice President of Customer Success, you will increase Customer Publish rates and expand users and use cases at existing clients. Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
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
SmartKarrot
JANUARY 13, 2021
Unsatisfied and unhappy customers would not only provide negative, appalling feedback but also go about and share it with their groups. Although it might tarnish your brand reputation, it is equally important to reconsider your customer experience and revamp accordingly. When it comes to assessing a customer’s perception and feelings towards a brand, Net Promoter Score comes into play.
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