ShepHyken
AUGUST 18, 2020
Customer Service and Community Support. How to Use Customer Experience as a Brand Identity. Shep Hyken interviews Michael Houlihan and Bonnie Harvey , founders of Barefoot Wine. They discuss how Michael and Bonnie built a successful wine business from the ground up by focusing on customer service and experience. Top Takeaways: Creating a good customer experience requires doing research.
Contact Center Pipeline
AUGUST 18, 2020
COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing demands on our contact center agents as well as the leaders who support them. When you put your people and your customers at the center of your process and technology decisions, […].
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CCNG
AUGUST 18, 2020
Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers. Kathryn shares three best practices in supporting agents working either remotely or on-premise in the healthcare contact center operations of her client. These best practices focus on – Knowledge – how to best transfer and share knowledge with these agents Communication – how they leverage tools to effectively communicate regularly with age
Call Design
AUGUST 18, 2020
With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience. With an increase in channels for customers and brands to interact, your company has an incredible opportunity to meet your customer where they are with exactly what they need. An omnichannel customer experience will allow your brand to leverage the preferred platforms of your audience to provide a better customer service experience.
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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
Cisco - Contact Center
AUGUST 18, 2020
Welcome to Our Monthly Feature Update Blog Series. To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Each month, you’ll be hearing from me and my Cisco colleagues, on new capabilities to our Webex Portfolio that help organizations improve workplace collaboration, productivity, and customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
AUGUST 18, 2020
Saint Louis Park, MN, August 18, 2020 – Inc. Magazine recently published its 2020 Inc. 5000 list, a ranking of the fastest-growing companies in the United States. Call center advisory firm Outsource Consultants, LLC appears on the list for the second year in a row at #1751 overall and #169 in the Midwest, due to an impressive 244% 3-year growth rate.
VirtualPBX
AUGUST 18, 2020
Most VoIP phone systems today come equipped with a virtual receptionist. That said, not all are endowed with the same powerful features that can help you properly address customer needs. The best virtual receptionists on the market make efforts to go above and beyond the competition. Our virtual receptionist, the VirtualPBX Auto Attendant , is included standard with all our business phone plans.
Cincom
AUGUST 18, 2020
Previously, we discussed the business benefits of configure-price-quote (CPQ) solutions in a more qualitative manner. In this article, we’ll extend that conversation to include a more quantitative approach to CPQ ROI. To achieve the CPQ benefits mentioned in our last article, a customer has to ensure that the following three tasks have been done: 1.
Spearline
AUGUST 18, 2020
You've heard of Latency, Jitter and Telephone Echo, but have you ever experienced the problem of Packet Loss? Packet Loss. Packet Loss Explained. What Causes Packet Loss? Recognizing Packet Loss. 1. Packet Loss Explained. Packet loss is when “packets” or pieces of data traveling across a network do not reach their end destination. The end result of these packets failing to reach the opposite end of the network communication leads to missing data, in a VoIP call it would lead to m
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.
3CLogic
AUGUST 18, 2020
After dealing with outdated systems that no longer meet current customer expectations and business demands, 62% of today’s customer service centers have plans to move to the cloud within the next 18 months. However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure.
AnswerConnect
AUGUST 18, 2020
You cannot overlook the role that customer service plays in keeping your business running smoothly. To run your business, you. Continue Reading → The post Do you need an answering service for your business? appeared first on AnswerConnect Blog.
SmartAction
AUGUST 18, 2020
SmartAction announces the promotion of Gary Davis from President to Chief Executive Officer to accelerate its vision to make life less hard for contact center leaders with conversational AI that’s painless to deploy and frictionless to self-serve. . Los Angeles, CA – August 18, 2020 – SmartAction®, a leading provider of AI-powered virtual agents for contact centers, today announces its promotion of Gary Davis from President to Chief Executive Officer.
Guru
AUGUST 18, 2020
We get it: we’re in month six of working from home, and even though you have a real home office set up by now, a remote-friendly tech stack, and (mercifully) have seen the end of overly-frequent Zoom happy hours, remote work burnout is still all too real. With companies like Slack and Facebook working from home until Summer 2021 , and Shopify and Twitter working from home indefinitely , the challenges that accompany remote collaboration aren’t going anywhere anytime soon.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Fonolo
AUGUST 18, 2020
Customer perception is tough to measure because it’s usually comprised of both qualitative and subjective data. You can’t just count ‘customer perceptions’ in the same way you can other KPIs; you must be clever about how you do it. In short, there are two ways to find out how customers perceive your business: 1. Ask them. 2. Observe and listen to them.
LiveVox
AUGUST 18, 2020
The Context The TCPA defines ATDS as “equipment which has the capacity – (A) to store or produce telephone numbers to be called, using a random or sequential number generator; and (B) to dial such numbers.” There has been a rift among the federal appellate courts regarding the TCPA’s broad autodialer definition. Recently the Sixth […]. The post What Does the Sixth Circuit Decision on the TCPA Autodialer Definition Mean?
SharpenCX
AUGUST 18, 2020
Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want.
ClientSuccess
AUGUST 18, 2020
For customer success leaders, achieving long-term customer satisfaction and value is a top priority and drives many team decisions. Sometimes, however, it can be hard to distinguish which strategic decisions will drive customer value forward and which are just ‘spur of the moment’ choices. This is where the customer journey map comes into play. In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value.
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
SharpenCX
AUGUST 18, 2020
Way back in 2019 (it feels like a decade ago, I know), a CCW Market Study found that only 11% of customers felt like brands genuinely cared about improving their experiences. And, a slim 12% of customers felt like brands actually took action to improve their CX. Those statistics validated what we’ve all suspected for some time now: companies tout customer centricity, but they fail to listen and deliver experiences customers truly want.
Chip Bell
AUGUST 18, 2020
Alice (of Alice in Wonderland fame) had a very vivid imagination. Had she been on the job market today, she would have no doubt been sought by Pixar, Google or Amazon. If you read Lewis Carroll’s classic you know the colorful adventures of Alice’s wonder world. In the Tim Burton 2010 movie version of the book, Alice’s father was tucking her into bed when she reported she had seen a dodo bird earlier in the day, a rabbit in a waistcoat, and a smiling cat and a purple caterpilla
Ansafone
AUGUST 18, 2020
While many still use voicemail in their businesses today, it is somewhat outdated for great customer experience. Even though it’s been around for many years and still in use by companies big and small, it is less than ideal for your customers. When customers call your company, many will expect the call to be picked … Why A Contact Center is a Better Choice Than Voicemail Read More ».
Nuance
AUGUST 18, 2020
To know and be known: it’s at the core of forming a relationship, and it’s what we all truly desire from our friends, family, colleagues, and customers, if we’re honest with ourselves. For those who know us best, we want them to respect and accept us because of our flaws (not despite them, as many [.] The post Know and be known: building relationships, asking questions, and finding silver linings appeared first on What’s next.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
NobelBiz
AUGUST 18, 2020
The call center can be a wonderful place to work in, full of positivity and great people. Don’t believe me? We live in a world where adequate management is hard to come by. Efficient management is even rarer. And in the contact center world specifically, things get even messier. And it’s not because people don’t try, don’t like their jobs, or don’t care about their work.
Skybridge
AUGUST 18, 2020
6 Critical Insights Into the Loyalty Rollercoaster Your Customers Have Been Riding and How You Can Bring Them Safely Back to Your Brand. Not long ago – just last November, to be exact – consumers were reporting that they were more brand loyal than they’d been the previous year. But then March came along. So did COVID-19. And many consumers panicked.
FreshGrade
AUGUST 18, 2020
Introducing powerful portfolios designed with connection in mind. Connection helps us thrive . It’s a human truth: Connection helps us thrive. A Stanford article that highlights the overall health benefits of feeling connected says, “strong social connection can strengthen the immune system, helps people recover from disease faster, and can lower levels of anxiety and depression.
Skybridge
AUGUST 18, 2020
Technology is developing at breakneck speed, so communicating and working with teams across the world is also gaining significance. Accordingly, Business Process Outsourcing (BPO) has been growing in popularity. In almost every industry, businesses can now outsource non-core processes while they can focus more on the core business functions. The BPO industry is continuing to develop, and we should anticipate some interesting trends in this segment.
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.
AnswerConnect
AUGUST 18, 2020
You cannot overlook the role that customer service plays in keeping your business running smoothly. To run your business, you. Continue Reading → The post Do you need an answering service for your business? appeared first on AnswerConnect Blog.
Unymira
AUGUST 18, 2020
The coronavirus crisis has put even more pressure on businesses to reduce costs, nothing new for contact centers who have long suffered from the “cost center” label. What if you could both reduce costs and upgrade your contact center technology at the same time? Knowledge management can be a surprising and effective tool for decreasing operating costs while improving KPIs.
Strikedeck
AUGUST 18, 2020
Vincent Manlapaz, in an interview with Romeo Leon, talks about the importance of tying Customer Success to the company’s strategic growth and enhancing customer value within the organization.
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