CSM Magazine
JUNE 16, 2021
Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C.
ShepHyken
JUNE 16, 2021
I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort.
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CCNG
JUNE 16, 2021
What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent announcement by the Federal Trade Commission aimed to encourage “truth, fairness and equity” in the use of AI. The FTC noted negative outcomes of AI models and warned those using AI to “hold yourself accountable – or be ready for the FTC to do it for you.
Contact Center Pipeline
JUNE 16, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, eGain’s Anand Subramaniam discusses the top challenges contact centers faced maintaining service quality after the pandemic outbreak, and offers his thoughts […].
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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.
LiveVox
JUNE 16, 2021
Pain points are the source of bad customer experiences. They are moments during the customer service journey that cause frustration and reflect poorly on your organization. The good news is that you can strategically target these areas to reduce frustration and improve the quality of service you deliver while saving time, money, and agent heartache. […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Playvox
JUNE 16, 2021
The phrase “SOC 2 Type II compliance” may sound complex and technical. But it’s actually an important credential that lets you know if a vendor is truly committed to information security.
Uniphore
JUNE 16, 2021
How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction.
SharpenCX
JUNE 16, 2021
Workplace culture, safety and equality is critical to running a successful call center. It shapes employee engagement and retention , it affects the perception prospective hires have about your company. And for call centers, which are plagued by some unfortunate statistics ( 74% of call center agents are at risk of burnout and there’s an average turnover rate as high as 30-45% ) employee retention should be top of mind. .
Ian Jacobs
JUNE 16, 2021
Agent augmentation tools make the lives of contact center agents easier by enabling them to deliver high-caliber customer support. Yet today’s technology is siloed; there isn’t a unified agent augmentation solution that aggregates all of the tools that agents need and/or should have. This gap in the customer service technology market creates the conditions for […].
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!
Avoxi
JUNE 16, 2021
Secure SIP Protocols: UDP vs. TCP vs. TLS Session Initiated Protocol (SIP) is essential for modern cloud communications. But SIP connections are IP-based, making it vulnerable to attack from fraudsters and bad actors. How does SIP signaling work, what's the best protocol for secured SIP trunking, and how do you protect your network from cyber… The post Secure SIP Protocols: UDP vs.
Ansafone
JUNE 16, 2021
Problem During the Covid-19 pandemic, a plasma collection company saw donations for plasma decrease significantly. This company provides a great deal of the world’s plasma for lifesaving healthcare therapies, so the decrease in plasma donations was unfortunate. This plasma collection company needed a way to increase plasma donations and encourage donors to return in spite … Plasma Collection Company Required Outbound Calling Service to Increase Donation Numbers During Slow Period Read More
OctopusTech
JUNE 16, 2021
Not different from their foreign counterparts online party casino, the site of which Canadian citizens spend their free time. Privacy of personal information in the casino is respected, as well as through verified terminals conduct money transactions. Casino is constantly adding new games gambling content, as well as offers to play for free or for a fee.
Uniphore
JUNE 16, 2021
10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? You probably already think enough about Average Handle Time, or AHT for short. Maybe even a little too much. AHT is the average length of time it takes an agent to complete a call. While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
GetFeedback
JUNE 16, 2021
Simplifying CX YouTube series episode on how to become customer-centric.
Select VoiceCom Blog
JUNE 16, 2021
Many plan for the future while working on the present to have a sense of security in life. In the same manner, companies have every reason to future-proof their business because challenges come in many forms, from competition to industry trends and unforeseen events. For instance, the novel coronavirus outbreak has imparted the valuable lesson […].
TMP Direct
JUNE 16, 2021
Although the global pandemic continues, glimmers of hope, in the form of vaccines, have appeared that promise the potential to get people moving again. A clear uptick in the onboarding and usage of digital banking services was expected during the pandemic. And that’s precisely what happened. Forrester reported in October that 14% of US online adults used digital banking for the first time during the pandemic, and it seems like it won’t be their last time.
Select VoiceCom Blog
JUNE 16, 2021
Today’s most competitive companies outsource, and it’s easy to understand why. With outsourcing, operational efficiency increases, bottom-line expenses decrease, accountability gets distributed, and growth opportunities improve. More importantly, you get to focus on core business activities that can make or break your company. These are not just empty proclamations floated around by business outsourcing stakeholders […].
Advertiser: ZoomInfo
In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
CustomerSuccessBox
JUNE 16, 2021
The unexpected and unprecedented spread of COVID- 19 has forced most businesses to adapt to the virtual environment. This applies even for meetings and Quarterly Business Reviews. Onsite Quarterly Business Reviews (QBR) is much more effective and fruitful. Your bond with customers and their team is stronger as you form a more personal connection but if not possible, virtual QBRs also solve the purpose to some extent.
Ambs Call Center
JUNE 16, 2021
Ambs Call Center is humbled to accept the exclusive ATSI 2021 Diamond Plus Award of Excellence for best answering service. This annual award is presented by the Association of TeleServices International (ATSI) an industry trade association for telephone answering service providers. Now an 18-time winner overall and 11 consecutive year winner, Ambs Call Center was presented with the award at ATSI’s 2021 conference in Kansas City, MO.
CSM Magazine
JUNE 16, 2021
What distinguishes a customer service representative from a top-class customer services supervisor? Here are eight habits that all excellent customer service supervisors must possess. The role of a customer service supervisor is a crucial one in many types of businesses. In some cases, the only company representative that a customer will talk to will be a member of the customer services team.
Select VoiceCom Blog
JUNE 16, 2021
Many plan for the future while working on the present to have a sense of security in life. In the same manner, companies have every reason to future-proof their business because challenges come in many forms, from competition to industry trends and unforeseen events. For instance, the novel coronavirus outbreak has imparted the valuable lesson […].
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
Connecting the Dots
JUNE 16, 2021
CCMC ~. More than ever, with the added stress and uncertainty of a global pandemic, customers really, really do not like unpleasant surprises. Stuck at home, they are more carefully exploring products and services, especially on social and review websites, and when they are unhappy, more and more people post to those same social and review sites, as the 2020 National Customer Rage Study warned.
Select VoiceCom Blog
JUNE 16, 2021
Today’s most competitive companies outsource, and it’s easy to understand why. With outsourcing, operational efficiency increases, bottom-line expenses decrease, accountability gets distributed, and growth opportunities improve. More importantly, you get to focus on core business activities that can make or break your company. These are not just empty proclamations floated around by business outsourcing stakeholders […].
TechSee
JUNE 16, 2021
Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product r
SmartKarrot
JUNE 16, 2021
Customer success teams engage with thousands of customers every day. Each engagement and interaction are unique and the team learns something from it. However, handling this multitude of interactions individually can be tough to enhance the customer journey. In this situation, data science and being data driven helps. This blog will help you understand the benefits of a data science strategy and how it impacts customer success.
Advertiser: ZoomInfo
In this eBook, we’ll run through real-world examples that show how RevOps teams can benefit from modern solutions for the access, management, and activation of their GTM data. Whether you need to improve lead response times, boost adoption of core tools, improve lead qualification, or target and automate your GTM motions, you’ll find examples of how revenue teams are solving some of the toughest problems in modern business.
aircall
JUNE 16, 2021
Your customers’ most direct point of interaction with your business is customer service. And that means the results of these customer service interactions can make or break their impression of your business. Providing good customer service then becomes imperative if you want your customers to see you in a positive light at every opportunity. . After all, if your customers don’t enjoy the kind of support and service you provide, it won’t matter how great your product or service is. .
SmartKarrot
JUNE 16, 2021
Role: Customer Success Director Location: Waltham, MA, US Organization: Evolv Technology As a Customer Success Director, you will attract, hire, coach, and retain the highest quality customer success managers. Define and drive the ideal customer experience in close partnership with senior leadership across Services, Product, Marketing and Sales. Increase overall customer lifetime value through higher product adoption, usage, customer satisfaction and overall health scores.
COPC
JUNE 16, 2021
Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark (CXMB) Series 2020 Corporate and Consumer Editions. According to the report, a 45-point gap exists between a company’s understanding of the channels preferred by customers versus offering the channels actually preferred by customers.
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