Infinity
MARCH 9, 2022
Volume of calls. Average handling time. Total sales. These are some of the ways call centres have traditionally measured success. But with technology on the market designed to make your call centres smarter, you have the opportunity to collect data that will improve sales and increase efficiency. Call monitoring reports are an important part of contact centre analytics.
ShepHyken
MARCH 9, 2022
I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .
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CCNG
MARCH 9, 2022
I had the opportunity to sit down with customer service keynote speaker and fount of customer service wisdom, Gavin Scott, on an episode of CX Passport. Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode. Along with delivering speeches and training around this Customer Service Gold Dust, Gavin also wrote a book on the topic, “Finding Gold Dust: How to Create Exceptional Customer Experiences”.
Callminer
MARCH 9, 2022
Haskell is a big functional language. Instead of laying out the language systematically, the CallMiner Research Lab starts with the parts most similar to Python and expands outwards.
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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.
Spearline
MARCH 9, 2022
Over the last 2 years, a global shift in remote working has come into force and working from home has become the new norm. But what affect is our home working environment having on our ability to communicate with customers? Have you been receiving more complaints from customers about the quality of the calls made to your call center agents? Has this type of complaint increased since your agents have been working remotely?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
MARCH 9, 2022
In previous articles in this “CEO’s guide to patient engagement” series, we explored the patient engagement challenges faced by Patient Access Center Managers and Chief Medical Officers and some of the solutions that can help them overcome those challenges. To wrap up the series, let’s look at patient engagement through the eyes of the patients [.] The post What is patient engagement for a VP of Patient Experience?
Comm100
MARCH 9, 2022
Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. .
OctopusTech
MARCH 9, 2022
Outsourcing is to hire an agency or a company that performs its business functions such as selling goods and services which are performed traditionally by company’s own staff and employees. Outsourcing is a practice of assigning work to a company and acts as a cost-cutting measure. It is incredibly useful for every business today as it helps companies in smooth running of their business.
aircall
MARCH 9, 2022
From using new technologies to improving your conversation, there’s always room to develop your sales approach. And not only is learning an ongoing part of mastering the sales craft, but it’s also central to scaling a high-performing sales team. . Here we show you how professional development can help you successfully scale your sales operation. . The Importance of Professional Development for Sales Teams .
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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
Babelforce
MARCH 9, 2022
Over the past few years, cloud computing has exploded across all industries. Businesses that used to invest heavily in their own IT infrastructure are increasingly switching to remote cloud services. It’s a win-win for everyone involved – companies providing cloud services are booming and businesses using their services are making enormous savings on operational costs.
Abby Connect
MARCH 9, 2022
On February 23rd, Racquel and Marlene from Team Abby were able to sit down and have an in-depth Q&A with CEO of the Lawyerist, Stephanie Everett! In this 30 minute webinar, the three of them discussed the importance of the Customer Experience in the legal industry. Listen in as they answer questions such as, How… The post Improving your Law Firm’s Customer Experience with Stephanie Everett from The Lawyerist appeared first on Abby Connect.
LiveVox
MARCH 9, 2022
In today’s fast-paced digital world, customers expect support that reflects their own communication style. Historically, call centers have dominated the customer experience. But research shows that today’s consumers prefer SMS contact center support from businesses. It’s more personable and results in faster resolutions. The post SMS Contact Center: A Complete Overview and How To Get Started appeared first on Livevox.
CSM Magazine
MARCH 9, 2022
PCI Pal – the global provider of cloud-based secure payment solutions – has been announced as the one of the best-performing UK tech scale-up companies, ranked 21 st , at the annual Megabuyte Emerging Stars awards. The awards identify the UK’s best-performing scale-up technology companies, as defined by a Megabuyte Scorecard rating. They are part of the annual Megabuyte100 award series, which collectively identifies the UK’s 100 best-performing technology companies and includes the Megabuyte5
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.
LiveVox
MARCH 9, 2022
The average consumer spends about three hours per day on their cell phone. And a whopping two hours and 25 minutes of that time is spent on social media. Companies across industries recognize this and are improving the customer experience by adding a customer messaging platform into their support strategies. The post Six Customer Messaging Platform Best Practices for 2022 appeared first on Livevox.
CSM Magazine
MARCH 9, 2022
Gen Z are thought to be the leading generation behind the Great Resignation of 2021: the phenomenon that saw millions of workers quitting their jobs. This generation has a different attitude towards the workplace, the type of careers that attract them and what their priorities are. Less focus on longevity. In a jobseeker survey carried out by Bankrate, it showed that over half (55%) of American adults were planning to switch jobs; of this figure, 77% of these were Gen Z – aged between 18 a
CustomerSuccessBox
MARCH 9, 2022
In the glorious business of the SaaS space, one underlying truth that determines the growth and scaling of the business is that it takes several months to recover the Customer Acquisition Cost (CAC) and get to the profitable zone at a unit economics level. Hence it is essential that the customers continue to subscribe and keep renewing their contracts for the company to be successful.
SmartKarrot
MARCH 9, 2022
Role: Vice President of Customer Success Location: Orlando, FL, US (Hybrid) Organization: The Garage In As a Vice President of Customer Success, you will manage a portfolio of clients that range in size, complexities, location, and structure. Understand key population health management workflows and develop tweaks to maximize client adoption. Be responsible for identifying critical goals the clients are working to achieve and setting a path to achieve those goals.
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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.
JivoChat
MARCH 9, 2022
Do you want to create a website for your brand, but don’t know where to start? It can be easier than you think, and it’s possible to create your own page using a free website builder. It doesn’t require being an expert on coding or design, many of them already offer an intuitive interface, which allows you to have your website online in just a few minutes.
SmartKarrot
MARCH 9, 2022
Growth-related discussions these days are hurdled between two approaches – 1. Sales-led, and 2. Product-led. A sales-led approach is when all the teams across the company towards one goal – to increase sales within the organization. In this approach, the success of the company depends on the number of sales. On the other hand, a product-led approach is the one where the product is the main driver of the organization’s success.
Nicereply
MARCH 9, 2022
We’ve all been there. After some hard work at outreach, you finally find an interested client. You talk, email, send samples, references, and friendly voicemails. You might have known that client for a few days or a few months. Everything’s going great … until they drop off the radar entirely.You follow-up with calls, texts, voicemails, and emails. However – no matter how hard you try – you just can’t raise them.
SmartKarrot
MARCH 9, 2022
From identifying customer needs to ensuring that the development is going as planned, a product manager holds several responsibilities. Considering the importance of the role, the management and the product team leaders have to be very careful when hiring a PM. However, hiring a PM can be extremely challenging, especially because there is no perfect template to describe an ideal PM candidate.
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
MARCH 9, 2022
Any B2B SaaS company who seeks to solve a problem takes its content strategy seriously. In some cases, content strategy can ignore aspects like product and its role. Some content pieces do not even talk about the product or offerings. It can be because of multiple reasons like inability to intertwine the product with the content or the fear of being portrayed as sales-y.
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