ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. They sign in from different devices and communicate through all available means. They are real-time users looking for a rewarding shopping experience, and they expect the best service.

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Customer Service Customer retention Self service Sales 272

NICE inContact

AUGUST 23, 2019

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.

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Contact Center Gamification Management Call Center 54

CSM Magazine

AUGUST 23, 2019

The popularity of e-commerce has exploded in recent years, and with the increased demand has come increased competition from more companies offering online shopping options to their customers. While online shopping was first touted for its convenience, shoppers are now looking for a higher level of customer service in their overall online shopping experience.

Customer Service 45

Customer Service Engineering Contact Center Personalization 45

Beyond Philosophy

AUGUST 23, 2019

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer.

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Consulting Consulting Marketing Customer Experience 322

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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.

Concentrix

AUGUST 23, 2019

Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. 22, 2019. Concentrix won in four separate categories for demonstrating.

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Nexmo

AUGUST 23, 2019

In this tutorial, you will learn how to initiate a conference call to connect multiple people who phone into a number. The example code is on GitHub. Previously, we’ve shown you how to Receive a Phone Call and Forward a Phone Call so if you’re not already familiar with those concepts, read those posts first. Prerequisites. To work through this tutorial, you will need a Nexmo account.

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Call flow Accountability Management APIs 75

teleopti

AUGUST 23, 2019

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience. Ben Willmott at Teleopti advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage. . Utilising agent time in the contact centre is rather like finding the right KPIs.

Coaching 63

Coaching Morale Best practices Contact Center 63

Arbeit

AUGUST 23, 2019

In the world of call blocking and labeling, one of the most talked-about anti-robocalling initiatives comes in the form of the SHAKEN/STIR protocol.

Call Center 73

Call Center Technology 73

NICE inContact

AUGUST 23, 2019

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.

Contact Center 55

Contact Center Gamification Management Call Center 55

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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

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ChurnZero

AUGUST 23, 2019

ChurnZero Leads G2’s Summer 2019 Momentum Report for Customer Success Software. Out of 13 solution providers included in G2’s Summer 2019 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on execptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter int the Customer Success industry.

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Chief Customer Officer B2B Marketing Feedback 56

TeamSupport

AUGUST 23, 2019

For support agents, ending the conversation with a customer can be a mixed bag. With some customers, the conversation just flows naturally, and a clear end happens organically. Other times, acquiring and sharing information can be a painful process. You’re never quite sure if the customer is ready to end the conversation and you’re saying too much, or if you haven’t said enough and the customer will be unhappy.

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B2C B2B Metrics Customer Support 56

Guru

AUGUST 23, 2019

Sales enablement is a crucial — and not always well-defined — role. So what do you need to know when creating a sales enablement strategy for your sales org? Here are the stats to keep in mind as you craft something that can work for you.

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Sales 48

Advantage Communications

AUGUST 23, 2019

From Spotify, Amazon Prime, to daily newspapers and what we eat for dinner, subscription-based companies are a huge part of our lives. In fact, according to a survey released by American consulting firm McKinsey in 2018, the subscription e-commerce market has grown by more than 100 percent each year over the past five years.

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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

Integrity Solutions

AUGUST 23, 2019

Top performing banks are the ones who always seem to go the extra mile to deliver memorable customer experiences. The banks’ customers are engaged, buy more, stay longer, and recommend the bank to their friends. Part 3 in a blog series. by Donna Horrigan. Read Part 1 and Part 2. We’ve all been hearing about engagement for so long, it’s almost become another intangible “soft” buzzword.

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Employee engagement Banking Management Customer Experience 43

Talkdesk

AUGUST 23, 2019

The need to comply with an ever-evolving set of data privacy regulations may seem onerous or cause companies to freeze in place, not knowing what steps to take next. Without understanding the overall impact of these regulations on day-to-day operations, companies may not see the opportunities presented to improve their internal practices in addition to separating themselves from competitors in the marketplace.

Contact Center 41

Contact Center Healthcare Surveys Personalization 41

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. The challenge is in doing so consistently and seamlessly across your organization. An effective customer experience program can help with just that. With the number of customer experience consultants and enterprise software vendors out there preaching complete organizational transformation (and requiring extensive budgets), it can be easy to believe that launching a

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Customer Experience Journey mapping Surveys Feedback 41

Content Guru

AUGUST 23, 2019

The Redwood Technologies Fund focuses on transforming lives in Bracknell Forest. Since 2015, 20 grants have been awarded to the value of £30,207 from this fund, driving a range of initiatives in the community. 2018. BCF Showcase Award Winner Connecting Communities in Berkshire (CCB) was awarded funding towards its ‘Family Home Energy Education and Advice Project’ helping low-income families review their energy costs and make savings.

Education 40

Education Technology 40

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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.

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ChurnZero

AUGUST 23, 2019

Q&A: Why It’s Time to Build a ‘CS Ops’ Role in Your Organization. . Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

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Accountability Sales CRM Chief Customer Officer 40

CSM Magazine

AUGUST 23, 2019

There are few times in life as stressful as the moment right before you launch a new project. Remember that time your in-laws were coming to stay and you left clearing out the guest bedroom until the literal last minute? Or that time you promised your flakey friend you’d read over their business plan and you arrived to find that they didn’t quite understand what a business plan was and they were meeting with potential investors in three hours?

Marketing 40

Marketing Technology Personalization 40

CallSource Insights

AUGUST 23, 2019

Local business owners need a sterling reputation just as much as any service or product with a household name. The perceived quality of your business is equally as important as the quality of your services. Unfortunately, plenty of professionals focus so much on their work, which makes it easy to lose sight of the importance of reputation management.

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Real estate Management Marketing Personalization 40

Hodusoft

AUGUST 23, 2019

That businesses benefit by switching over to IP-PBX software is proven beyond doubt. Even those engaged in providing VoIP services and ITSPs can grow their business by using IP PBX software with the right set of features. Adding IP PBX software for value addition ITSPs and VoIP service providers are primarily in the business of providing communication facilities to their enterprise clients and also to smaller businesses as well as individual entrepreneurs.

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voip Upselling Accountability Enterprise 40

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!

Feedback

CallSource Insights

AUGUST 23, 2019

Learn how to properly measure and report social media visitors using UTM parameters for Google Analytics. What Sources does Google Analytics consider to be Social Media? Way back in 2011 (so long ago…) Google announced a new initiative to improve Social Media reporting capabilities called the Social Data Hub. This hub was comprised of some of the most influential social networks and marked a change in considering all Social Media traffic as “referral” traffic and moved it into the De

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Analytics Advertising CRM Accountability 40

Serenova

AUGUST 23, 2019

As a parent, this is a time of mixed emotions for me. Summer is ending, the kids head back to school and the quickened pace of our family routine returns. Yet, driven by the schedules of two pre-teens, preparation for the unexpected is a must. For most contact centers, back-to-school signals the starting line for ensuring you’re prepared to flexibly scale for seasonal business demands, including the expected—and unexpected—spikes in traffic that start now and continue through year-end.

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Customer Experience contact center solutions Contact Center At home agents 65