Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging em

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Best practices Call Center Construction Feedback 182

Contact Center Pipeline

FEBRUARY 12, 2020

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors. Consolidation makes sense as a business priority—buyers are […].

Contact Center 200

Contact Center Consulting Consulting Management 200

Guru

FEBRUARY 12, 2020

We all know that onboarding is important. It sets the tone for new hires and can make or break their experience at a company. It’s not surprising that during this ramp period employees are at the highest risk for turnover. Per Glassdoor , organizations with a strong onboarding process improve new hire retention by 82% and overall productivity by over 70%.

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Management 62

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.

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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.

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . by Will Milano. One of our goals at Integrity Solutions is to help our clients think differently and expand their knowledge about the sales profession, sales performance improvement and leadership, customer service and delivering exceptional client experiences.

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Satrix Solutions

FEBRUARY 12, 2020

This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. While this shift in mindset is certainly paying off for industry leaders, it has also brought to light the unique challenge B2B companies face when it comes to imple

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B2B Feedback Consulting Consulting 78

Customers That Stick

FEBRUARY 12, 2020

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. Active Listening. First is active listening. In today’s digitally distracted world, attention is one of the most valuable resources. Active listening makes sure that you actually are giving customers your attention and lets them know that they’re being paid attention to.

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inSided

FEBRUARY 12, 2020

Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement. But one thing that we’ve talked less about in the past—and that we believe is really important to cover—is how you can actually go about this. What’s involved in managing an online community?

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B2B Management SaaS Best practices 83

Liveops

FEBRUARY 12, 2020

5 Reasons the workforce is changing. Things change. Fashion, technology, diets – we are surrounded by change every day of our lives. So there is no surprise that the workforce today looks different than it did a decade ago, or even a few years ago. The rise of the flexible workforce, or gig economy, has disrupted the traditional workplace, and a growing number of people are self-employed. .

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virtual call center Construction Call Center Enterprise 71

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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

Surveys

REVE Chat Blog

FEBRUARY 12, 2020

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. . In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail.

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Banking Customer Experience Chatbots Big data 76

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. AI-powered technology that addresses the needs of a changing workforce. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

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Playvox

FEBRUARY 12, 2020

Playvox quality assurance software is now available on the Salesforce AppExchange , offering Salesforce Service Cloud customers the ability to enhance their customer service capabilities quickly and easily.

Customer Service 69

Customer Service 69

Liveops

FEBRUARY 12, 2020

5 Reasons the workforce is changing. Things change. Fashion, technology, diets – we are surrounded by change every day of our lives. So there is no surprise that the workforce today looks different than it did a decade ago, or even a few years ago. The rise of the flexible workforce, or gig economy, has disrupted the traditional workplace, and a growing number of people are self-employed. .

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virtual call center Construction Call Center Enterprise 62

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.

Customer Experience

NICE inContact

FEBRUARY 12, 2020

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas). This identifier first appeared in the term SaaS (software-as-a-service) and was quickly narrowed down to more specific industry categories such as UCaaS (Unified Communications as a Service), CPaaS (Cloud Platform as a Service) and CCaaS (Contact Center as a Service) – of which NICE inContact has become a market leader.

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C3Centricity

FEBRUARY 12, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK just upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents.

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Government Surveys Technology Sales 62

Concentrix

FEBRUARY 12, 2020

Concentrix is recognized by Gartner for its VOC solution. The post 2019 Gartner Market Guide for Voice of the Customer Applications appeared first on Concentrix.

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Marketing 62

Quiq

FEBRUARY 12, 2020

Share This Story. In this age of digital customer service, consumers are busy and they want a choice in how they contact businesses to resolve questions or issues. Long gone are the days when people were willing to call a customer support hotline and wait on hold for service. These days, consumer expectations have never been higher and for some questions or concerns, waiting on hold or exchanging emails back and forth can be seen as cumbersome and may take too long for some consumers.

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Chatbots Personalization Technology Customer Service 54

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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.

Self service

Talkdesk

FEBRUARY 12, 2020

Crawl-walk-run, introducing three specific ways to improve your contact center. 1. Crawl: How can we enhance IVR performance? To enhance the IVR performance of your contact center, Natural Language Processing (NLP) analyzes hundreds of millions of calls to determine why people are calling and how all the sentences coming from the customer-agent interactions can go into one meaning category.

Contact Center 52

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Sykes

FEBRUARY 12, 2020

With our inaugural issue complete and subsequent issues already in the works, we’re pleased to announce the launch of SYKES Quarterly! Our digital, data-driven thought leadership newsletter features content from experts and industry leaders — both inside and outside the SYKES organization — on topics around customer experience, the future of work, intelligent automation and much more.

Chatbots 52

Chatbots Healthcare Enterprise Best practices 52

pindrop

FEBRUARY 12, 2020

The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center? Here are five areas to quickly assess how your business is doing in a CX driven world of 2020. . 1. Does Your CRM Need TLC? CRM tools are the crown jewel of customer interaction.

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Contact Center Customer Experience Agent Empowerment Call flow 52

Sykes

FEBRUARY 12, 2020

With our inaugural issue complete and subsequent issues already in the works, we’re pleased to announce the launch of SYKES Quarterly! Our digital, data-driven thought leadership newsletter features content from experts and industry leaders — both inside and outside the SYKES organization — on topics around customer experience, the future of work, intelligent automation and much more.

Chatbots 52

Chatbots Healthcare Enterprise Best practices 52

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!

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Wowdesk Blog

FEBRUARY 12, 2020

Banks and Financial Institutions play a great role in everyone’s life. They offer plenty of services that help in the efficient running of the economy, offer finances to business owners for their expansion and growth, enables the public to deposit money and avail other financial services, and more. But, the most important part that leads to success and continuous working of these institutions are the “customers”.

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Banking Management Finance Feedback 52

Sykes

FEBRUARY 12, 2020

With our inaugural issue complete and subsequent issues already in the works, we’re pleased to announce the launch of SYKES Quarterly! Our digital, data-driven thought leadership newsletter features content from experts and industry leaders — both inside and outside the SYKES organization — on topics around customer experience, the future of work, intelligent automation and much more.

Chatbots 52

Chatbots Healthcare Enterprise Best practices 52

Quiq

FEBRUARY 12, 2020

Share This Story. Quiq is on a mission to transform customer conversations. First we made it easier for companies to engage with customers over the digital channels they prefer, like SMS/text, web chat, and social. Now, we’re making it possible to automate those conversations and streamline your workflow with the help of bots and conversation rules. .

Chatbots 52

Chatbots APIs Customer Service Marketing 52

C Space

FEBRUARY 12, 2020

I am Brand: Q&A with Americus Reed II, Professor of Marketing, The Wharton School. When a customer is identity loyal, any competitor has to ask your customer to change who they are. That’s fundamentally different and quite a difficult argument. Tweet. Americus Reed II. Professor of Marketing, The Wharton School. While Americus Reed II is a Professor of Marketing at The Wharton School, he also has another title: Identity Theorist.

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Marketing Customer centricity Banking Metrics 52

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

Journey mapping

CSM Magazine

FEBRUARY 12, 2020

In Spain, it’s practically mandatory to enjoy a siesta each day. You see, they were smart. They realized early on that after eating lunch, your body becomes lethargic and won’t be of much use anyway. No matter what kind of sleeper you are , taking a nap helps to recharge your batteries, so you wake up refreshed and productive. Now, it looks like the United States might finally be getting in on the action (or inaction, should we say).

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C Space

FEBRUARY 12, 2020

The Always-On Relationship: Q&A with Tien Tzuo, CEO, Zuora. A subscription is not a product, it’s a relationship. It’s a membership to an experience or service that delivers an outcome that meets a need or fulfills an aspirational desire. Tweet. Tien Tzuo. Chief Executive Officer, Zuora & Author of "The Subscription Economy" Tien Tzuo is a firm believer in the Subscription Economy.

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Customer centricity Entertainment Banking Scripts 52

CSM Magazine

FEBRUARY 12, 2020

Too many businesses still believe they are selling products, but this is no longer the case. What your team is selling today is service. Customers can go to various businesses, including online, to buy the same items you sell. If your company provides a better customer experience, consumers will stay. Customer service training is as crucial as learning job requirements and product information.

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Customer Experience Morale Analytics Feedback 52