Tethr
DECEMBER 20, 2021
The new year is closing on us quickly! If you’re looking to breathe new life into your call center quality assurance processes in 2022, look no further. We’ve worked with visionary QA leaders at a wide range of forward-thinking companies over the past few years, and we’ve seen the good, the bad, and the ugly in QA. (Looking for what to avoid? Check out this post. ??).
ShepHyken
DECEMBER 20, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. (Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to
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Russel Lolacher
DECEMBER 20, 2021
A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social media presence.
NobelBiz
DECEMBER 20, 2021
Call abandonment is a metric that may be used to assess a contact center's performance. The purpose is to provide the best service possible to customers. Observing this key performance indicator allows you to identify and fix contact center flaws. In this article, we go unveil 5 ways to optimize and reduce your Call Abandonment Rate. The post 5 Ways To Optimize Call Abandonment Rate For Contact Centers appeared first on NobelBiz®.
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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
ChurnZero
DECEMBER 20, 2021
Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. But we know it’s not likely that you were able to catch it all as its been a whirlwind of a year. So instead of living with FOMO, we’re bringing you a recap of the top webinars you all enjoyed the most from us this year.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
C3Centricity
DECEMBER 20, 2021
Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, at least when used properly and appropriately. So what is disrupting business as usual? It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years
NICE inContact
DECEMBER 20, 2021
Going digital requires an uplevel in agent skills. Download "New Agent Training Tips for Today’s Digital World" for useful information about preparing your agents for your digital transformation.
Nuance
DECEMBER 20, 2021
Our diversity story at Nuance entered a new chapter this month when we took our first step with the European Union (EU) Platform of Diversity Charters in our EMEA region. We signed the charter in Ireland, where our international headquarters is located, along with six other organisations. While our engagement with diversity and inclusion in Nuance is well established, we felt engaging internationally with the charters was the next natural step.
Jon Arnold
DECEMBER 20, 2021
Sure was a busy year in the world of collaboration, with AI, morphing of UCaaS/CCaaS/CPaaS, hybrid work and frantic M&A being some of the bigger themes. If you want a one-stop-shop where many of the BC Experts weigh in, our latest BCStrategies podcast will be time well-spent. I hope you give it a listen , and if you have questions about what 2022 has in store, check back to the portal soon, where we have new content all the time.
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.
Russel Lolacher
DECEMBER 20, 2021
A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social media presence.
CSM Magazine
DECEMBER 20, 2021
Throughout my career I’ve been fortunate to build and use some fantastically innovative technology, but I cannot get away from the fact that technology is only as good as the people using it. And the people using it are more important to any organisation than technology in isolation. The pandemic has only highlighted this fact, and contact centres are now confident that technology only enables people rather than replaces them.
ChurnZero
DECEMBER 20, 2021
Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. But we know it’s not likely that you were able to catch it all as its been a whirlwind of a year. So instead of living with FOMO, we’re bringing you a recap of the top webinars you all enjoyed the most from us this year.
Infinity
DECEMBER 20, 2021
Merging Infinity and ResponseTap has not only seen two companies become stronger and more expansive in our offering to customers, but it’s also resulted in the blending of a diverse range of skills, talents and capabilities of our employees. In our next round-up of Highlights and Insights, who better to fill us in on how the merging of the two companies has impacted our teams than, Emma Morrow, Lead People Business Partner at Infinity?
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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.
Arbeit
DECEMBER 20, 2021
You don't need anything fancy to get started with collecting opt-ins. In fact, all you need is a phone system. We created a step-by-step guide to get started. The post How to Collect Verbal Opt-In Consent for Debt Collection Communication appeared first on Arbeit -.
Abby Connect
DECEMBER 20, 2021
A Practical and Productive Guide in Transforming Your Language What is Friendly Language? While we are speaking about “language” here, let’s first address the impact of what negative language has on us. We’ve all been there before, we encounter someone rough, gruff, and negative. Over the phone it’s even worse; Scary or unfriendly phone voices… The post Friendly and Positive Language appeared first on Abby Connect.
Uniphore
DECEMBER 20, 2021
Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent.
CSM Magazine
DECEMBER 20, 2021
Joint Talkdesk and PCI Pal customer relationships expand to include Air Business, Metabolic Living, Resideo, Scotts, Tucows, and Weekendesk. PCI Pal , the global provider of secure payment solutions, is working closely with Talkdesk , the global customer experience leader for customer-obsessed companies, to provide a growing list of customers with innovative customer service and security capabilities.
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.
TCN
DECEMBER 20, 2021
The November 30, 2021 deadline is just around the corner, and the time to prepare. The post How You’re Likely To Mess Up The Model Validation Notice appeared first on TCN.
CSM Magazine
DECEMBER 20, 2021
The need for a powerful brand has never been clearer: companies with top brands significantly outperform their peers , and now, more than ever, purchasing decisions revolve around what a brand means and stands for. Sadly, however, building a brand is never straightforward — there isn’t any ten-step process you can follow to the letter and expect to build an internationally recognizable brand at the end of it.
Knowmax
DECEMBER 20, 2021
DIY knowledge base for handling customer calls with ease.
Call Experts
DECEMBER 20, 2021
Holidays can be busy, with people traveling and rushing from parties to get-togethers you may be attending and hosting family yourself. With all this hustle and bustle around the holidays and just making it through the usual busy everyday life, we don’t always find time for ourselves and our loved ones when there is a need for rest. The best way to help with that is self-care and making sure everyone stays calm in the chaos of the holidays.
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.
SmartKarrot
DECEMBER 20, 2021
It’s only recently that customer success has emerged from being a “nice-to-have.” Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.
JivoChat
DECEMBER 20, 2021
Are you looking for a platform to build your website, create your domain, and also host it? In this Bluehost review, you are going to discover the many features this leading web hosting company provides. Founded in 2003, Bluehost is used nowadays by more than 2 million websites all over the world and is built on open source. . Hosting your website at Bluehost.
SmartKarrot
DECEMBER 20, 2021
Customer onboarding is a critical aspect of business development, especially for a B2B SaaS company. However, the one thing that the executives miss out on is that it can even come in handy with salesforce. 89% of customers reportedly say they would pay more for companies that provide a better customer onboarding experience. No doubt, highly engaged customers buy more than unengaged customers.
CSM Magazine
DECEMBER 20, 2021
Nowadays, if you want your business to be successful, you need to have a customer-friendly website. That website is going to be what everyone who googles your brand’s name is going to look at, meaning that it represents what your business is all about. If it looks like it was created in 2009, it might cause you to lose hundreds of potential customers.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
SmartKarrot
DECEMBER 20, 2021
Role: Director, Client Success – Remote Location: Remote, United States Organization: Press Ganey As a Director, Client Success, you will implement and execute on Client Success strategy, ensuring efficient and effective processes, programs, and work efforts. Works cross-functionally across the company, ensuring positive, effective working relationships with leaders and team members.
Quality Contact Solutions
DECEMBER 20, 2021
AURORA, Nebraska (December 9, 2021) ?Quality Contact Solutions, Inc (QCS), a leading outsource contact center and BPO company, today announced that it received its? SOC 2 Type 2?certification.?. This certification follows an extensive audit performed by A-LIGN ASSURANCE, a leading cybersecurity, and compliance professional services firm. The audit confirms that Quality Contact Solutions’ information security practices, policies, procedures, and operations meet the SOC 2 standards for secur
Dialer 360
DECEMBER 20, 2021
Solar lead generation is the major issue that most solar installation companies face. The solar industry is a rapidly growing industry, as well as customers that require solar, are out there. The question is; how do you get solar lead generation.? You need much more work to get qualified residential and commercial solar leads. Solar lead generation wants making curiosity in your services, as well as convincing solar energy, leads to select your business.
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