Contact Center Pipeline
FEBRUARY 9, 2021
One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of an opportunity, you will find these reactions are present. But is it fear that’s causing you to miss this massive opportunity in your contact center, or something else? During my interview […].
ShepHyken
FEBRUARY 9, 2021
Welcome to the MEconomy. Creating the Most Convenient Experience in Customer Support. Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort.
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360Connext
FEBRUARY 9, 2021
Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.
TeleDirect
FEBRUARY 9, 2021
Well, 2020 is thankfully in the books. Unfortunately, many of the challenges the Worst Year in History introduced – limited face-to-face meetings, remote work, and more – are still here. Potentially for the long run. If you need to staff your call center with talented representatives, there are plenty of challenges to overcome. Your contact center’s automated and backend services can only do so much.
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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.
Nuance
FEBRUARY 9, 2021
“A telehealth program with efficient patient throughput, quality care and effective documentation drives significant financial benefits,” says Dr. Jesse Affonso, Orthopedic Surgeon at Cape Cod Orthopedics and Sports Medicine PC. Dr. Affonso recently did a webinar with me titled, “Optimizing telehealth with AI-powered technologies – protect your patients and revenue.“ In this webinar, we discussed [.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
FEBRUARY 9, 2021
Steve Bederman joins the Engati CX Podcast to talk about AI-powered contact centers: 5G and IoT applications for contact centers, customer self-servicing, key metrics for the new remote-work model, intelligent filtering the unstructured data, and many more relevant topics. The post AI-powered contact centers | Steve Bederman on Engati CX Podcast appeared first on NobelBiz®.
360Connext
FEBRUARY 9, 2021
Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.
delighted
FEBRUARY 9, 2021
One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. The response rates are usually qualified by a specific distribution channel or survey type: 33% as the average response rate for all survey channels, including in-person and digital ( SurveyAnyplace, 2018 ) >20% being a good survey response rate for NPS surveys ( Genroe,
SharpenCX
FEBRUARY 9, 2021
I worked the same customer support job for a year when my manager threw new (complicated) software into the mix. My boss brought it on to improve our customer experience, but in reality, it just made my job harder. While my peers and I could still handle most of our calls on our original system, some customer interactions now required both. The original system was intuitive and easy.
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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
ConvergeOne
FEBRUARY 9, 2021
For many years, organizations have taken a traditional approach to buying expensive hardware and storing it in rows of racks in a data center located somewhere in the world. However, in 2006, Amazon launched a subsidiary called Amazon Web Services (AWS), which completely changed the future of IT Infrastructure. It began the transition away from the traditional approach of expensive data centers with high power and cooling, hands and feet, and all the hardware expense, to a cloud-based model wher
NICE inContact
FEBRUARY 9, 2021
Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents. What should your contact center do in order to be prepared for anything?
Connecting the Dots
FEBRUARY 9, 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.
Concentrix
FEBRUARY 9, 2021
Concentrix’ Essentials platform—which builds on the success of its award-winning ConcentrixCX SaaS platform—helps businesses launch a superior Voice of the Customer (VOC) out-of-the-box solution delivering real-time feedback that helps optimize performance, improve interactions with clients, and create better brand experiences. FREMONT, Calif., Feb. 09, 2021 (GLOBE NEWSWIRE) — Concentrix (Nasdaq: CNXC), a leading global provider.
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
FEBRUARY 9, 2021
Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer.
Talkdesk
FEBRUARY 9, 2021
The post How to Empower Mobile Workers to Enhance Customer Experience appeared first on Talkdesk.
CSM Magazine
FEBRUARY 9, 2021
Predictions for the property market in the coming year vary widely. The end of the stamp duty holiday and ambitious government targets for building new homes are set to make for an interesting year. Property companies will continue to focus on customer service as a differentiator. . Abbie Heslop at EBI.AI takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants. .
Creative Virtual
FEBRUARY 9, 2021
By Liam Ryan, Sales Director. Last week Creative Virtual joined our partner Spitch as co-sponsors of The European Chatbot & Conversational AI Summit. The event was 100% virtual this year and featured two afternoons of various presentations, workshops, and panel debates. While being virtual is never quite the same as talking with someone face-to-face, it was great to see so many thought-provoking exchanges on the Discussion board and interesting questions asked by attendees during the session
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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.
LiveVox
FEBRUARY 9, 2021
Speech Analytics is on the verge of becoming a billion-dollar industry within the next few years and the number of applications it has in the modern contact center have grown wildly. But how did we get here? Where exactly are we now? And, where are we headed next? Speech Recognition – a Brief Timeline The […]. The post The Past, Present, and Future of Speech Analytics appeared first on Livevox.
Comm100
FEBRUARY 9, 2021
Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries. From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to ins
ViiBE Blog
FEBRUARY 9, 2021
What is knowledge management? Knowledge management describes processes that allow organizations to capture and disseminate knowledge. Recently the definition has been expanded to include the sharing of all information assets which includes databases, documents, procedures, and expertise and experience in individual workers. Knowledge management operationalizes information, turning stagnant knowledge into operational assets and empowers employees by giving the right information to the right perso
Unymira
FEBRUARY 9, 2021
There is continued, perhaps increasing, confusion in the industry about the discipline of Software Asset Management (SAM) and its subsets Software License Management and Software License Compliance.
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!
ChurnZero
FEBRUARY 9, 2021
. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. What makes LinkedIn Learning so attractive is it is all on-demand to allow you to view courses anytime that works with your schedule, also when you complete a course you earn a certi
Education Services Group
FEBRUARY 9, 2021
Hello ladies and gentlemen! Today’s tech tool face-off is brought to you by one of the biggest debates in Customer Success – the familiar face of a Customer Relationship Management (CRM) system, versus purpose-made Customer Success tools. When the CS industry needed a more customized approach to track relationship data after purchase, these CS platforms made their debut in a big way.
Strikedeck
FEBRUARY 9, 2021
From a podcast conversation between Kristen Hayer and Meredith Blanchar they talk about how Covid-19 has created a shift in customer success toward a focus on value, and how she is refocusing her team at Sailpoint on customer value as they move into 2021. The post Focusing on Value in 2021 first appeared on Strikedeck | Customer Success Platform.
CSM Magazine
FEBRUARY 9, 2021
Air France KLM ESSC has continued its partnership with Thrive , which has involved the development of an employee engagement and communications app, ‘My Wem’. . Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. The company’s London based European Sales & Service Centre (ESSC) plays a crucial role in the success of Air France KLM; with now 200 of their employees working remotely, handling thousands of enquires each day from travellers around the world.
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
Nicereply
FEBRUARY 9, 2021
The key to earning brand loyalty is to deliver the best possible customer experience. Unfortunately, this often poses a challenge. Your customer support team shouldn’t spend excessive time on each ticket since they’ll never work through the queue making other customers wait days—or maybe even weeks. As a customer support manager you want to help customers and your support team as much as possible.
TCN
FEBRUARY 9, 2021
“Press 1 to access payment information payment information, or press 2 to speak to one. The post Interactive Voice Response (IVR) Myths: Debunked appeared first on TCN.
Blueship Call Center
FEBRUARY 9, 2021
2021 comes with a lot of hope for businesses that were wrecked due to the pandemic Covid-19. Customers’ trust was diminished due to an inability of many companies to provide fundamental customer care. But as the period of lockdown ends, and business processes start over again, it is time to redeem the image with top-quality call center outsourcing services.
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