delighted

MARCH 30, 2021

It’s no secret that brand loyalty is important for a company’s recurring revenue. But, with customers less loyal to brands due to the abundance of options that exist in the marketplace, customer engagement is now often seen as a business need , rather than a nice-to-have. Let’s take a look at the theme of customer engagement and discuss how architecting meaningful interactions with your audience can exponentially set you apart from the competition.

Feedback 52

Feedback Surveys Upselling Customer centricity 52

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. Top Takeaways: While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.

Advertising 347

Advertising Marketing Feedback Customer Experience 347

CX Global Media

MARCH 30, 2021

Customer experience transformation is achievable through embracing market-proven, tried, and tested ideas. These are techniques people with ongoing projects can use to keep the momentum. Read more. The post Customer Experience Transformation: Can Market-Proven Ideas Boost Your Customer Engagement? appeared first on Customer Experience Strategy and Tactics.

Marketing 156

Marketing Customer Experience 156

Contact Center Pipeline

MARCH 30, 2021

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little boy, I would start to cry anytime I heard the song, “The Ballad of Davy Crockett.” It didn’t have to be on TV or on the radio to have this […].

Analytics 147

Analytics Employee engagement Technology Contact Center 147

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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.

Fonolo

MARCH 30, 2021

Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. If you’re looking for tips to improve your call abandonment rate, you’ve come to the right place. Here are some tips to help you get started.

Abandon rate 147

Abandon rate Contact Center Call Center Contact center software 147

Inbenta

MARCH 30, 2021

Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer

Marketing 136

Marketing Customer Service Self service Chatbots 136

Totango

MARCH 30, 2021

If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?

Journey mapping 118

Journey mapping Enterprise Personalization 118

VirtualPBX

MARCH 30, 2021

This past weekend, our COO Lon Baker, had the distinct pleasure of being featured with show host Nathan Mumm on the weekly technology podcast TechTime Radio. The show’s lighthearted banter brings in audiences looking for a refresher of all things tech. Mumm and friends spoke with Baker for a few minutes about recent updates in the VirtualPBX platform and our stellar customer service that has made us a leader in the communications market for more than 21 years.

Advertising 98

Advertising Accountability Technology Marketing 98

ChurnZero

MARCH 30, 2021

As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Check them out to learn and get inspired by these visual resources. . 1). Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Author: HubSpot Snapshot: . ( Click here to view full image. ). . 2.

SaaS 98

SaaS Metrics Management Customer Service 98

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

TCN

MARCH 30, 2021

Working from home has become the new norm for many people throughout the entire world. The post How to Make the Work From Home Transition While Maintaining Efficiency appeared first on TCN.

call center software 98

call center software Call Center 98

Spearline

MARCH 30, 2021

Audio quality can degrade and be lost for all manner of reasons. A common scenario is when a call between two parties is routed through multiple network providers, each with its own set of transcoding and capacity management policies. The quality of a business's telephone service can have a major economic impact. Because conversations are hampered and key information must be repeated for accuracy, operational costs can rise as call durations increase.

Telecommunications 98

Telecommunications voip industry standards Benchmark 98

Edify

MARCH 30, 2021

Great questions arise whenever we host webinars, give one-on-one demos, and even as we onboard new customers. We welcome the opportunity to answer these questions, dig deeper, and help organizations elevate their customer support to be what customers deserve -- which is exactly what this series aims to do! When these questions require technical answers, I like to go straight to the in-house expert, our co-founder and CTO, Bracken Fields.

Technology 97

Technology Customer Support Contact center software Cloud contact 97

Talkdesk

MARCH 30, 2021

Retail customers and CX professionals talked, we listened; here’s what they said. The line has officially blurred between digital and in-store experiences for consumers. With that comes big pressure on retailers to deliver a better customer experience (CX), with more than half (58%) of retail customers telling us that their expectations for interactions with their preferred brands and retailers are higher than a year ago. .

Contact Center 91

Contact Center Upselling Cloud contact Analytics 91

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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

Jon Arnold

MARCH 30, 2021

I’ve been quiet lately - didn’t realize just for how long until now - but busy as can be with new projects. Hybrid work has become the trend du jour, and there’s lots to explore, for sure. My last two No Jitter posts looked at flip sides of hybrid work - work from home and return to office - and balancing the two isn’t easy. Well, in fact, it’s complicated, and that’s what my latest No Jitter post is about.

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DMG Consulting

MARCH 30, 2021

Contact Centers’ Digital Transformation Has Only Begun. March 30, 2021 By Donna Fluss. View this article on the publisher’s website. COMPELLED by the pandemic and its ramifications for their businesses, executives sent their employees home to work. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Ansafone

MARCH 30, 2021

The best way to improve your brand reputation is to provide exceptional customer service to anyone who works with you. While it would be nice to handle all the customer service on your own, this is just not possible. With the help of 24/7 customer support, you can be there for your customer, providing the … Improving Brand Reputation Through 24/7 Customer Support Read More ».

Customer Support 71

Customer Support Contact Center Customer Service Business Process Outsourcing 71

SharpenCX

MARCH 30, 2021

Data. Analytics. Usability. Omnichannel strategy. If you’re a contact center leader, you probably hear – and use – these buzzwords all the time. But if you’re like most contact center leaders, you know these buzzwords carry a lot of weight. Data and analytics power your contact center. Yet still, some leaders are stuck scratching their heads, trying to figure out how to harness all the power of the data sitting in their call center technology.

Call Center 67

Call Center Technology Customer Experience Contact Center 67

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

Working Solutions

MARCH 30, 2021

Taking advantage of specific sales times throughout the year is something we all certainly do as consumers. But are we doing it as businesses as well? Often, we are well into the season before we realize we missed the opportunity to plan effectively and appropriately for our customers’ expectations. How can we better prepare for […].

Sales 69

Sales Management outsourcing Call Center 69

Aspect

MARCH 30, 2021

Illuminating the New Rules for Outbound Contact Centers . No one likes it when the rules of the game change in mid-play , or when a playing field changes shape. And a ny l ong-distance pool swimmer will tell you they quickly learn to conclude a workout before the water polo team start s practice — presuming th at swimmer is looking to avoid a concussion and other significant —and probably unintentional—b odily harm. .

Contact Center 62

Contact Center Technology Marketing 62

CSM Magazine

MARCH 30, 2021

Nearly three-quarters of contact centres that moved to the cloud did so during the pandemic. Here’s what they’re expecting next. . Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. Calabrio , the customer experience intelligence company, uncovered new data regarding contact centres that shifted operations to the cloud during the pandemic.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

Certified Languages International

MARCH 30, 2021

The past several years have seen a growing demand for trained medical interpreters, as 20% of U.S. households speak a language other than English at home and healthcare providers treat a growing number of limited English proficient (LEP) patients. The COVID-19 pandemic and difficulties with the vaccine rollout have also exposed inequity in the healthcare system.

Healthcare 59

Healthcare 59

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.

Contact Center

Maru Group

MARCH 30, 2021

By Sara Cappe, Managing Director, Public Services | March 30, 2021. Utilities in the US are caught between a rock and a hard place. An estimated 80 million Americans are struggling to pay their bills, including their utility bills. It is projected that Utilities will be stuck with unpaid bills totaling $35-$40 billion dollars by Spring. And that money will be owed by people who are ill equipped to pay it off, if at all.

Personalization 52

Personalization Management 52

LiveVox

MARCH 30, 2021

Just think for a moment about the number of times you’ve called a customer service hotline in the last year. How does that compare to five years ago? Ten years ago? If you’re like most customers, you rely more and more on alternate channels like text messaging, web chat, and social media when you need […]. The post 6 Ways AI and NLP are Transforming Customer Service appeared first on Livevox.

Customer Service 52

Customer Service 52

Maru Group

MARCH 30, 2021

By Lesley Sloggett, Research Director, Consumer Goods & Services & Liz Miller, Vice President, Business Development | March 30, 2021. What do you call a 24–40-year-old with household income of over six figures, yet still lives on the financial edge? A HENRY – a High Earner who is Not Rich Yet. Where HENRYs typically have expensive spending habits, they are bogged down by debt (>$50,000+) and/or don’t have a large nest egg of savings (less than the amount of three months’ salary avail

Finance 52

Finance Entertainment Personalization Accountability 52

Comm100

MARCH 30, 2021

Consumers around the world are becoming more aware of how their personal data is used online, and more concerned too. Nearly three-quarters (72%) of Americans say they are ‘very concerned’ to ‘extremely concerned’ about their online privacy. What this boils down to is a lack of trust, and this can cause big problems for brands of every size. Emotions dictate a customer’s choice.

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Personalization Customer Service Marketing Management 52

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Brad Cleveland Blog

MARCH 30, 2021

Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. If you’re considering a team-based reward incentive initiative, this video has some important recommendations.

Contact Center 29

Contact Center Call Center Customer Experience Customer Service 29

A Better Answer

MARCH 30, 2021

Answering services 52

Answering services 52

Brad Cleveland Blog

MARCH 30, 2021

Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support … Continue reading → The post Motivating Your Team: The Role of Rewards and Incentives appeared first on Brad Cleveland.

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Contact Center Call Center Customer Experience Customer Service 26