AnswerConnect
APRIL 2, 2021
Small business owners wear many different hats when it comes to running a company, losing the one currency they can never get back: time. Here are 5 reasons you should. The post 5 reasons to consider a virtual receptionist service for small businesses appeared first on AnswerConnect Blog.
Beyond Philosophy
APRIL 2, 2021
Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.
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CCNG
APRIL 2, 2021
CCNG recently spoke with Bob Azman about his contributions in the latest collection of insights from CX leaders included in the book Customer Experience 3. Customer Experience 3 is the third in a series of books that are a collection of the best and most innovative ideas of customer experience professionals from around the globe. The first two were best sellers so we aim for this third version to provide the same great advice and counsel from CX experts as with the first two.
Contact Center Pipeline
APRIL 2, 2021
There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Could there be much more change in the air than in our centers? Talk of agility in dealing with the changing […].
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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.
JustCall
APRIL 2, 2021
In the healthcare industry, there is no scope for compromising patients' data. A HIPAA-compliant VoIP phone system ensures the privacy and confidentiality of patients' information. HIPAA compliant calling is not a superfluous formality, but a requirement. But what is HIPAA and why do you need a HIPAA-compliant VoIP phone system ? In this blog, you will learn everything about HIPAA as well as the importance and benefits of a HIPAA-compliant VoIP phone system.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
APRIL 2, 2021
Consumers today usually have all sorts of options to buy without talking to a salesperson or walking into a retail store. Most often, these options involve a website or an app. But despite these options—often perceived as the “easiest” channels to use—many of us still choose to pick up the phone, queue up a chat agent, or go try on that pair of jeans before pulling the trigger.
Totango
APRIL 2, 2021
Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase? Peer-to-peer product reviews are extremely powerful and have become a vital step in helping consumers evaluate and decide on purchasing a product. At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.
aircall
APRIL 2, 2021
If you’re even thinking about setting up remote teams , a remote phone system is a tool you can’t live without. Asking employees to work from home is becoming the norm for many companies. Many of today’s workers are not only willing to become remote workers, they actually prefer it. . To be successful in a work from home environment, your employees need the proper business phone system at home.
Tethr
APRIL 2, 2021
Consumers today usually have all sorts of options to buy without talking to a salesperson or walking into a retail store. Most often, these options involve a website or an app. But despite these options—often perceived as the “easiest” channels to use—many of us still choose to pick up the phone, queue up a chat agent, or go try on that pair of jeans before pulling the trigger.
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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
Avoxi
APRIL 2, 2021
Buy Online Get a Free Demo AVOXI Named ‘Emerging Favorite’ in Capterra Call Center 2021 Shortlist Report AVOXI, a global Communications Platform as a Service (CPaaS), has been named an Emerging Favorite in the Contact Center Software category by Capterra, a free online service that helps organizations find the right software.Capterra Shortlist is an independent… The post AVOXI Named ‘Emerging Favorite’ in Capterra Call Center 2021 Shortlist Report appeared first on AVOXI.
Tethr
APRIL 2, 2021
Consumers today usually have all sorts of options to buy without talking to a salesperson or walking into a retail store. Most often, these options involve a website or an app. But despite these options—often perceived as the “easiest” channels to use—many of us still choose to pick up the phone, queue up a chat agent, or go try on that pair of jeans before pulling the trigger.
Avoxi
APRIL 2, 2021
AVOXI has done it again with another great feat in the technology and communications space! TMC, a global and integrated media company, has announced that AVOXI was bestowed the 2021 Voice Technology Excellence Award by CUSTOMER magazine! “On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor AVOXI with a Voice… The post CUSTOMER Magazine Bestows 2021 Voice Technology Excellence Award to AVOXI appeared first on AVOXI.
Jon Arnold
APRIL 2, 2021
Onalytica is a UK-based firm that produces influencer lists, and this is their latest edition in our space. This is fairly new territory for me, and as they explain, their lists are based on a “4Rs” methodology - Reach, Resonance, Relevance and Reference. I’m happy to say that they included me in the cohort of UC “influencers” - page 14 - along with other colleagues you’ll likely be familiar with.
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.
5CA
APRIL 2, 2021
Expert digital strategist Marlon Heckman knows a lot about how start-ups and scale-ups can see epic growth with great CX. As someone who's worked with a range of companies, from McKinsey to MTV, we wanted to pick his brain on why strategy and CX are the perfect partnership for an impactful start-up.
TCN
APRIL 2, 2021
The Supreme Court this week issued its ruling in Facebook v. Duguid, reversing the case back. The post Webinar: Break Down of Facebook vs Duguid appeared first on TCN.
ScreenSteps Call Center
APRIL 2, 2021
It’s challenging to know how many agents you’re going to need answering calls on any given day when you work in a call center.
5CA
APRIL 2, 2021
The post How a solid relationship between CX and brand strategy can superpower your start-up. appeared first on 5CA.
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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.
Zappix
APRIL 2, 2021
Artificial Intelligence (AI) and Machine Learning deserve the headlines the technologies have earned, but for most businesses the need for that level of automation is still a few years away. Robotic Process Automation (RPA) strikes a balance between the speed and.
ShepHyken
APRIL 2, 2021
This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.
SmartKarrot
APRIL 2, 2021
Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Checkr, Inc. As a Director of Customer Success, you will define and execute on a scalable strategy for driving adoption and growth across the customer base. This includes defining, inspecting and reporting on an operating cadence that enables proactive action. Partner with the executive leadership team to develop and execute account engagement, retention and growth strategies.
ChurnZero
APRIL 2, 2021
The Ripple Effect of Customer Success Software. When you contain the idea of and responsibility for Customer Success to a single department, it’s like a drop in the ocean. However valiant your efforts might be, the ocean (and your organization) is too big for you to make a transformative impact on your own. To spread Customer Success everywhere, you need to make a ripple.
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!
SmartKarrot
APRIL 2, 2021
As they say, ‘Change is the only constant.’ And it is no secret that people’s sentiments change too often, especially when they are a customer. With the rampant competition of brands and the prolificacy of customer experiences being served to the customers on a silver platter, it has become critical to check these changes. Thankfully, there is a survey strategy that addresses this issue, with the name of customer pulse survey.
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