Contact Center Pipeline
DECEMBER 9, 2021
Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. The identity of your contact center in the enterprise is undeniably linked to how others see you—or perhaps don’t see you at all. The contact center’s value is inextricably tied […].
Beyond Philosophy
DECEMBER 9, 2021
On the podcast, we do something called “I’m in a Pickle.” The pickle is a business problem our listeners have that we try to address with the behavioral sciences. For example, we had one recently from a listener Janet, who said that despite getting good comments from customers, they do not give us the top Net Promoter Score (NPS) ®.
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Help Scout
DECEMBER 9, 2021
Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?
NobelBiz
DECEMBER 9, 2021
Optimizing the human element for a better Contact Center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch.
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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
Nicereply
DECEMBER 9, 2021
A sales pitch is like courtship. It should promise the customer great things. But when they buy, it is your turn as a business to deliver and exceed expectations. Businesses have mastered the art of sales, with numerous innovations and investments from old-school tactics to AI chatbots. However, the best efforts should be during the delivery phase; give the customers reason to celebrate choosing you.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Edify
DECEMBER 9, 2021
A workshop with speaker and author Dan Gingiss. To showcase excellence in customer experience (CX) at Edify, we were delighted to be joined by Dan Gingiss , industry guru, speaker, and author of his just-published book The Experience Maker. We hosted a CX workshop to get his insights from over 20 years working with customers in corporate America - and to reflect on what matters right now, in creating a standout experience for people interacting with your business.
Cyara
DECEMBER 9, 2021
The days of physical, centralized contact centers are quickly passing away. As more enterprises embrace the need for full-scale digital transformation, the cloud is becoming the center of business operations.
Spearline
DECEMBER 9, 2021
Skibbereen, Cork, 09 December 2021. Spearline today announced that for the eighth consecutive year, it is among the top 50 fastest growing technology companies in Ireland. The tech company ranked in the 2021 Deloitte Technology Fast 50, a ranking of the 50 fastest growing technology companies in Ireland. Rankings are based on average percentage revenue growth over four years.
Concentrix
DECEMBER 9, 2021
Best in Biz Awards Recognizes Concentrix’ One Earth, One Concentrix Environmental Sustainability Program. The post Concentrix Chosen for Best Environmental Program of the Year appeared first on Concentrix.
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.
Toister Performance Solutions
DECEMBER 9, 2021
My wife and I own a vacation rental cabin called The Overlook. It's located in a rural mountain village where propane is used for heating and cooking. Our propane supplier offers a "worry free" service where they monitor the propane tank for us and fill it up once it gets too low. This service worked like clockwork for several years until we experienced trouble last December, when we didn't get our usual refill.
Interactions
DECEMBER 9, 2021
As part of our design practice, I spend time talking to consumers who interact with the AI applications we build. When people like an experience, they often describe it as conversational and say that it feels like talking to a person. Similarly, our clients use conversational as a way to describe the experiences they want to provide their customers. .
ChurnZero
DECEMBER 9, 2021
Is your Customer Success team getting the most out of your Net Promoter Score® (NPS) responses? No matter how rich your customer feedback is, it’s worthless if not applied. You might think it’s all about the NPS “ask,” but responding to your customers’ NPS results is just as important. And when it comes to NPS follow-up, there’s a specific place, time, and approach to maximize the value of your conversations.
Arbeit
DECEMBER 9, 2021
The trade associations in our industry create experiences that foster relationship building, education and inspiration. Here are 5 we recommend you block out your calendar for. The post The Top 5 Debt Collection Conferences to Attend in 2022 appeared first on Arbeit -.
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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.
CSM Magazine
DECEMBER 9, 2021
Empirix launches Hammer Voice Explorer to complete its end-to-end portfolio and accelerate cloud contact center transformation. The n ew automated IVR discovery solution reduces test automation development time by 80%. Empirix, an Infovista company, has announced the launch of Hammer Voice Explorer (HVE), an innovative solution to discover the paths in an Interactive Voice Response (IVR) system and automatically create accurate documentation and testing scripts to help streamline adoption of cl
Helpware
DECEMBER 9, 2021
Source: Shutterstock. Small business leaders looking to scale ought to look at business process outsourcing (BPO). As a growth strategy, BPO allows enterprises to quickly scale without having to take large risks or lose productivity. In fact, BPO is so effective that its global market totaled $85.6 billion in 2018. Commonly thought of as a service exclusively for large corporations, outsourcing is actually growing in popularity among small businesses as well.
Call Experts
DECEMBER 9, 2021
Many businesses use answering services for call forwarding to screen their calls and respond to their clients. If you’re wondering what call forwarding is, don’t worry. You have come to the right place for answers. Call forwarding is an essential service available with most answering services. It allows you to forward all your calls to an alternate number.
Voiptime
DECEMBER 9, 2021
In this article, you’ll grab your blueprint for earning more, knowing ROI in a contact center without deep expertise in the economy or accounting. It’s really that simple. Measure the ROI of your contact center, the ROI per each agent, actual and anticipated ROI.
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
TCN
DECEMBER 9, 2021
WHATCustomer Contact Week (CCW), hosted by IQPC, is an online community for finding Customer Service. The post TCN to Showcase Next-Generation Call Center Platform at Customer Contact Week 2021 appeared first on TCN.
CustomerSuccessBox
DECEMBER 9, 2021
Check your calendars, 2022 is just around the corner! Yes! Even we cannot believe it. 2021 passed away like a breeze but along with came a lot of lessons. This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Every company is prepping for some breaks but along with it comes the discussion of budgets and setting goals for the next year.
Babelforce
DECEMBER 9, 2021
In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible. What is SaaS? SaaS stands for Software as a Service. It’s a cloud-based service that enables users to access internet applications via a web browser. It is one of three categories of cloud computing: 1. Infrastructure as a service (IaaS). 2.
Spearline
DECEMBER 9, 2021
If you don’t have a proactive telecommunications monitoring approach, then there is a good chance you are using your customers like crash test dummies. A business that does this depends on the customer to give feedback on communications problems. And, communications problems do impact the customer experience. Your voice network may suffer from unreliable connections or bad voice quality.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
LiveVox
DECEMBER 9, 2021
The post This Is Your Pathway to Accelerating AI Adoption appeared first on Livevox.
Brad Cleveland Blog
DECEMBER 9, 2021
Great products are not enough. Today, customers expect and demand immediate attention. Customer service is essential to business success. There is tremendous opportunity to get this right for customers. In this Evergreen Journal podcast, I discuss a three-level framework to … Continue reading → The post Beyond Net Promoter appeared first on Brad Cleveland.
SmartKarrot
DECEMBER 9, 2021
Role: Customer Success Director Location: Remote, United States Organization: Vonage As a Customer Success Director, you will maintain a portfolio of accounts with low churn, high adoption, and high health scores. Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high levels of product utilization, and enables true business value attainment.
Brad Cleveland Blog
DECEMBER 9, 2021
Great products are not enough. Today, customers expect and demand immediate attention. Customer service is essential to business success. There is tremendous opportunity to get this right for customers. In this Evergreen Journal podcast, I discuss a three-level framework to developing a customer service strategy. Go beyond Net Promoter Score and Customer Satisfaction to providing service to customers when they … The post Beyond Net Promoter first appeared on Brad Cleveland.
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 9, 2021
Digital assistants have made our tasks easier in our day-to-day lives. You only need investment in time, and workforce giants like Samsung, Amazon, Apple, and Google are directing us towards it. . Today personal digital assistants have moved beyond just being a mechanism to set alarms. We are seeing them connected in our smart homes, smart electronics, and even cars.
UJET
DECEMBER 9, 2021
Contact center employees are extremely important to the overall success and health of businesses. They’re the front line of customer interactions, and often the only people your customers will ever interact with. But call center employees can also be some of the least supported, hardest worked employees in the business – a sure-fire recipe for call center burnout. .
Nuance
DECEMBER 9, 2021
Nuance is proud to celebrate efforts that help ensure employees—all employees—are equipped with the tools and resources they need to remain motivated and contribute meaningfully. At Nuance, we believe technology is only working, if it helps people do their best work, achieve their best results, and be their best selves, every single day. Our products [.
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