Tue.Mar 21, 2023

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Maximize Call-Back Technology and Thrive!

Contact Center Pipeline

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes keep coming.

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Building Trust and Loyalty through Active Listening with Heather Younger

ShepHyken

Top Takeaways: Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage. Heather Younger shares her 5-step framework on how to listen better: Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don’t recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.

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10 Best Customer Experience Books

Lumoa

Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

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Five Ways to Execute a Five-Star Customer Experience

ShepHyken

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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SIP Trunking vs VoIP: What’s the Difference?

Fonolo

SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t. Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call

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3 ways to effectively scale your CS operation

Totango

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth.

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Sustainability 101: Greenhouse gas emissions, global warming, and climate change

Cisco - Contact Center

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?

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New Exciting Trends in Digital Marketing For You to Look Forward To

Helpware

Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’ purchasing habits yet again, digital marketing came to the rescue.

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Cisco Business Architectures and the Role of the Partner

Cisco - Contact Center

Business architects help business leaders assess status and business capabilities and to identify underlying systemic patterns.

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Manual Call Reviews? There's a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Best practices for viewing and querying Amazon SageMaker service quota usage

AWS Machine Learning

Amazon SageMaker customers can view and manage their quota limits through Service Quotas. In addition, they can view near real-time utilization metrics and create Amazon CloudWatch metrics to view and programmatically query SageMaker quotas. SageMaker helps you build, train, and deploy machine learning (ML) models with ease. To learn more, refer to Getting started with Amazon SageMaker.

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Predictive Analytics in Oil and Gas – 3 Types

Cisco - Contact Center

When unplanned disruptions occur, an offshore drilling platform can struggle with multiple weeks of non-productive time.

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How to Link Facebook and Instagram

JivoChat

When you learn how to link Facebook and Instagram, you can share your stories and Instagram feed posts at the same time on Facebook too. Enjoying the engagement that comes from both social media platforms. Check out the article to know more about it. Why Link Facebook and Instagram Linking Facebook and Instagram offer you several benefits, mainly if you are a content creator or have an Instagram account to promote a brand.

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3 Tips For Leveraging CRM For Your Post-Sales Cycles

ClientSuccess

In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients? Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle.

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

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How to Create a Poll on Facebook

JivoChat

Learning how to create a poll on Facebook is very useful for doing market research and getting to know your audience better. You can make polls about different topics, including discovering the type of content your public wants to see on your Facebook page, for example. Check out the article to know more about it. Where You Can Create Polls on Facebook As useful as the Facebook poll feature is, unfortunately, this tool isn’t available for personal profiles to publish polls in their timeli

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How to Maintain Customer Satisfaction and Keep Good Agents

ConvergeOne

Contact centers have notoriously had the highest attrition rate of all the departments within an organization, but now more than ever, agents aren’t available to replace those leaving. The number of open requisitions is at an all-time high. Talent shortages and retention are the top challenges facing these departments. The agents who remain are stressed and are considering leaving within three years of their start date.

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6 Tried & Tested Customer Service Improvement Strategies

Comm100

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain

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Reality Check on Cybersecurity: 9% of Companies in Europe are Ready to Defend Against Cyber Threats

Cisco - Contact Center

The urgency around addressing the European Union’s cyber shortcomings is well founded.

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Reimagine Your Communications With A Unified Platform

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.

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Build custom code libraries for your Amazon SageMaker Data Wrangler Flows using AWS Code Commit

AWS Machine Learning

As organizations grow in size and scale, the complexities of running workloads increase, and the need to develop and operationalize processes and workflows becomes critical. Therefore, organizations have adopted technology best practices, including microservice architecture, MLOps, DevOps, and more, to improve delivery time, reduce defects, and increase employee productivity.

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The Benefits of Post-Purchase Support in Ecommerce

CSM Magazine

Post-purchase support is an integral feature of digital marketing which all e-commerce stores should consider. So, how does it work? What are the benefits for a business? More importantly, how does it fit into an overall marketing strategy? Integral part of e-commerce When purchasing something online, help should be available if needed. However, not all businesses provide the same level of after sales support.

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Hybrid Work in the New Atlanta Office

Cisco - Contact Center

I’ve lived in Atlanta proper most of my life yet over the course of my Cisco career, all 20 years of it, I’ve worked remotely from home in a financial services industry role covering a broad geo… Read more on Cisco Blogs

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A Closer Look into Business Resilience vs. Business Continuity

Select VoiceCom Blog

Are you ready for the next disruption? No one could’ve predicted the impact of the COVID-19 pandemic. Its global outbreak in 2020 showed business leaders the importance of being prepared for any scenario. But health crises aren’t the only things to watch out for, as the business landscape is changing fast. With many people working remotely , financial experts see the risk of a global recession looming as artificial intelligence (AI) is set to antiquate thousands of jobs in the coming years.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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How to Create a Poll on Facebook

JivoChat

Learning how to create a poll on Facebook is very useful for doing market research and getting to know your audience better. You can make polls about different topics, including discovering the type of content your public wants to see on your Facebook page, for example. Check out the article to know more about it. Where You Can Create Polls on Facebook As useful as the Facebook poll feature is, unfortunately, this tool isn’t available for personal profiles to publish polls in their timeli

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The 7 Best Ecommerce Chatbot Solutions and What Makes Ecommerce Bots Succeed

Netomi

From product recommendations to one-on-one personal shopping and customer support to order management, the use cases for ecommerce chatbot solutions are endless. This is why the eCommerce industry was one of the first industries to embrace chatbots and conversational AI virtual assistants, and why it’s more important than ever for companies in this industry to deploy the best eCommerce chatbots to assist their customers.

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How to Link Facebook and Instagram

JivoChat

When you learn how to link Facebook and Instagram, you can share your stories and Instagram feed posts at the same time on Facebook too. Enjoying the engagement that comes from both social media platforms. Check out the article to know more about it. Why Link Facebook and Instagram Linking Facebook and Instagram offer you several benefits, mainly if you are a content creator or have an Instagram account to promote a brand.

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How Digital Identity Verification Can Help You Hire and Onboard Employees Remotely

CSM Magazine

Hiring and onboarding remote employees can be difficult. Not only do you need to find the right person for the job, but you also have to ensure that person is who they say they are. This means verifying that their identity matches up with their work history and credentials. Hiring and onboarding remote employees can be difficult. Hiring and onboarding remote employees can be difficult.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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How Progressive Dialer Software is Revolutionizing Contact Centers

NobelBiz

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity. And a progressive dialer is one way to achieve this.

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Fascinating laser research projects you wish you thought of (Part 4 of 9): Cisco Optics Podcast Ep 38

Cisco - Contact Center

Episode 38 of the Cisco Optics Podcast is now posted! See below for episode notes. Cisco Optics Podcast Episode 38 Fascinating laser research projects you wish you thought of, with Juliet Gopinath.

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Fast-Track Your First Call Resolution FCR in 9 Easy Steps

NobelBiz

The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. And to enhance it, you will need to select the appropriate tools and develop a practical management approach. When a problem arises, the customer expects a quick and efficient resolution.