ShepHyken
OCTOBER 6, 2021
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?
Myra Golden Media
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!
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Contact Center Pipeline
OCTOBER 6, 2021
Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson? Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […].
Callminer
OCTOBER 6, 2021
Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans.
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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.
SharpenCX
OCTOBER 6, 2021
If your contact center is filled with tired, stressed, irritable employees, your customers will notice. According to Gallup’s State of the American Workplace report, engaged employees are more likely to improve customer relationships, increasing sales by 20%. This statistic supports the popular truth: happy employees make for happy customers. So, step one to running a more effective contact center is focusing on your agents, first.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Provana
OCTOBER 6, 2021
For the last few years, collection agencies have been using call center speech analytics to help reduce delinquencies, mitigate losses, and maximize their accounts receivable recovery. Having said that, only malleable speech analytics solutions that quickly evolve as per customer preferences lead to better collection yield. Valle Martin, Director of Compliance at Valor Intelligent Processing, was looking for such a solution for call center QA that could also offer her ease of use along with obvi
Babelforce
OCTOBER 6, 2021
Automatic speech recognition, or conversational AI , is technology that allows users to interact with a computer program or application with their voice. In other words, keyboard input becomes unnecessary. One popular example of this is Siri, the digital assistant. It’s important to differentiate speech recognition from voice recognition. Speech recognition deciphers meaning and intent from speech.
Creative Virtual
OCTOBER 6, 2021
By Susan Ott, Customer Success Manager. At the outset of the global pandemic in 2020, there was already a great emphasis on the consumer’s desire for artificial intelligence (AI) in day-to-day life. As we find ourselves making our way, 18 months and counting, in this new normal it is a safe bet that the world of AI-powered self-service isn’t going anywhere.
Playvox
OCTOBER 6, 2021
In the next three years, there will be a generational shift in the U.S. workforce. As more Baby Boomers transition to retirement and those in Gen Z kick-off their careers, we’ll start to feel the influence of younger professionals and the dynamics of the American workplace adjust. Just as we tailor our approach to meet the needs of our customers, each generation has different expectations for workplace interactions.
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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
Avoxi
OCTOBER 6, 2021
How Local Presence Dialing & Caller ID Affect Global Answer Rates (2021 Data) Modern day business communications require a local touch to succeed. Decision makers know that local presence dialing with local VoIP service unlocks big benefits for businesses, including local caller ID during international calls. But how valuable are the benefits? The data is… The post How Local Presence Dialing Affects Global Answer Rates (2021 Data) appeared first on AVOXI.
Ansafone
OCTOBER 6, 2021
Contact centers are versatile and useful for all kinds of services including customer service, sales, and more. Contact centers also handle emergency dispatch calls of all kinds. Emergency contact centers are staffed with agents that take calls and dispatch emergency personnel wherever they are needed in a variety of critical situations. 911 call dispatch, … How a Contact Center Operates Emergency Dispatch Services Read More ».
Jon Arnold
OCTOBER 6, 2021
Sure is a big topic, and I shared my views on this and The Great Wait - two forces that are posing challenges to the hybrid work model, along with how the collaboration vendors can provide real value. I’ll have more to say about this in future posts and podcasts, but for now, you can give this a read here on No Jitter.
Creative Virtual
OCTOBER 6, 2021
By Rachel F Freeman, Operations Director. Whilst we celebrate customer service with a special week, we should always acknowledge that customer service is not something we can only think about 7 days out of the year! Equally, with the imminent COP26 taking place soon in Glasgow, we shouldn’t only spend a few weeks thinking about sustainability and climate change as a flavour of the month for it to then be tucked away until the next global summit.
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.
Certified Languages International
OCTOBER 6, 2021
Plus get the tools to survive them in one piece! Interpreter lore has it that, from time to time, professional interpreters encounter situations that can be downright nightmarish. At any moment, these horror-filled situations can creep their way into a call and create a scene so horrifying, so grotesque that even the most seasoned interpreters are left aghast.
CSM Magazine
OCTOBER 6, 2021
Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event. In a fireside chat hosted by Ventana Research’s Keith Dawson, and Calabrio CMO, Ross Daniels, Calabrio announced and interviewed the finalists of its analytics compe
Certified Languages International
OCTOBER 6, 2021
Plus get the tools to survive them in one piece! Interpreter lore has it that, from time to time, professional interpreters encounter situations that can be downright nightmarish. At any moment, these horror-filled situations can creep their way into a call and create a scene so horrifying, so grotesque that even the most seasoned interpreters are left aghast.
Education Services Group
OCTOBER 6, 2021
5 Tips to Make WFM = A+ CX. It goes without saying that many changes have swept into our lives in the last year-and-a-half, and one of them is how we all view working from home. No longer an oddball perk, remote work has become the new normal as more employers embrace the cost savings, productivity surges, and morale boosts that can be had from the right work from home setup.
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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
OCTOBER 6, 2021
Avaya today announced that transcosmos inc., a Japan-based business process outsourcing giant with a presence in 30 countries and regions is now able to deliver effortless customer experiences on behalf of its clients after implementing the Avaya OneCloud CCaaS platform with conversational AI. Avaya OneCloud CCaaS , with Google Cloud Contact Centre AI, is the first of its kind to be implemented in Japan and delivers new levels of self-service that both improve the customer experience and increa
LiveVox
OCTOBER 6, 2021
Most business leaders would agree that customer experience data is a valuable source of information. The insights from it can be used to drive positive business outcomes like repeat purchases and increased brand loyalty. And yet, understanding which actions to take to realize those potential gains isn’t so straightforward. Thankfully, you don’t have to guess […].
CSM Magazine
OCTOBER 6, 2021
Richard Warley, CEO, BigChange. Demand for UK trades has boomed since the end of the initial lockdown in July 2020. Plumbers, electricians, building-maintenance firms and other trades making up the UK’s 1.3-million-business field service sector have seen their workloads increase by 70 per cent year on year, according to a new report published by field service management software provider BigChange.
Help Scout
OCTOBER 6, 2021
Customer service teams are a common point of attack in information security breaches. Here's how to reduce risk and build a security-conscious team.
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!
Zappix
OCTOBER 6, 2021
Zappix, the leading On-Demand Visual Self-Service Provider, has launched its flagship self-service Visual IVR solution for a leading healthcare solutions provider in under two weeks.
SmartKarrot
OCTOBER 6, 2021
With tough times like COVID, the world is slowly grappling with uncertainty. On that note, it becomes more than necessary to gear up and come prepared to navigate uncertainty and build a perfect SaaS financial model that does not throw you off guard. If you are a founding CFO or a CEO, this post has been specifically designed for you. If you are planning to upgrade your SaaS financial model to an operational tool that helps you make more informed decisions, you must know the requisite steps to b
Zappix
OCTOBER 6, 2021
One of the largest roadside assistance service providers in the United States wanted to significantly reduce the number of long, expensive calls to its customer service reps and improve the customer experience for stressed road-side callers.
Hello Customer
OCTOBER 6, 2021
“Look man, you can listen to Jimi but you can't hear him. There's a difference man. Just because you're listening to him doesn't mean you're hearing him.”. - White Men Can’t Jump. To believe anyone who works in CX, the Voice of the Customer (VOC) is everywhere. Everyone is talking about it, investing in dedicated VOC tools and software, all to plug into what the customer says and wants.
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
Zappix
OCTOBER 6, 2021
A leading healthcare provider in the northeastern United States wanted to improve communication between staff and patients while reducing the bureaucratic burden on medical professionals.
JivoChat
OCTOBER 6, 2021
The first step to build a website for your company is learning how to host a website. You can find several web hosting providers, which work as the place where you will store your files, to turn your page public. . Does this talk seem too technical for you? Don’t worry, website hosting platforms can make it much easier, without the need to know to code, and still have everything working properly. .
Zappix
OCTOBER 6, 2021
A global leader in mission-critical communications and analytics wanted to improve their customer experience and reduce customer effort when handling complex information.
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