Tue.Mar 28, 2023

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25 Tools to Empower Your Customer-Facing Teams

JustCall

Your sales and support agents are at the heart of your business. They have a lot of responsibilities to fulfill and big goals to achieve. It’s important that they have the right tools that not only help them complete daily tasks but also empower them to be more productive and efficient. In this blog, we will discuss how to identify the needs of customer-facing teams, how to align those needs with the right tools, and what are common types of tools your agents require to excel.

CRM 52
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Customers Don’t Care About the Details; They Care About the Destination

ShepHyken

On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. That would have been enough to make most people happy. However, he continued his announcement with a three-minute-plus speech. We learned that we would take off to the west, make a U-turn a few minutes later to head east, how high we would go, the various cities we would be flying over, that we would take a right turn as we approached the runway to land, and more.

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The Transformational Power of Quality Monitoring

Contact Center Pipeline

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.

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AI in the Practical World

TechSee

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D). Couldn’t make the entire webinar? Not to worry, we have summarized six of the key takeaways below. To watch the webinar, check it out on demand here.

Chatbots 109
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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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Outsource Consultants Again Named One of FT.com’s Fastest Growing Companies

Outsource Consultants

Saint Louis Park, MN, March 28, 2023 – Outsource Consultants is once again honored to have made the fourth annual Financial Times ranking of The Americas’ Fastest-Growing Companies. This list, compiled with Statista, ranks companies from across North, Central and South America by their compound annual growth rate in revenue between 2018 and 2021. Honorees of the list have shown extraordinary growth, with a doubled median revenue among participants, up from $12.2 to $22.5 million, making this yea

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Recent Innovations in Cisco ACI – AlgoSec Solution for Network Security Policy Management

Cisco - Contact Center

AlgoSec’s Security Management solutions for Cisco ACI extend ACI’s policy-driven automation to security devices in ACI fabrics, provide visibility into the security posture of ACI, and helpensure c… Read more on Cisco Blogs

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SMS Compliance

VirtualPBX

SMS compliance refers to the set of rules and regulations that businesses must follow when sending SMS messages to their customers. These industry-wide regulations are in place to protect consumers from spam and unwanted messages and ensure that businesses operate in a fair and ethical manner. Mobile carriers are currently inundated with requests, delaying some business SMS registrations from completion up to six weeks.

Banking 98
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How to Become a Customer Experience Manager

Fonolo

Customer experience managers in the contact center have never mattered more. Why? Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world. Excellent customer experience is a must and should never be overlooked.

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Cisco Business Critical Services improves customer experience and reduces costs for OTE Group with automation strategy

Cisco - Contact Center

For OTE Group, the largest telecommunications company in Greece, customer experience is a top priority — a value we understand and share at Cisco CX.

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The 2023 Verint Experience Index: Retail

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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You Ask, We Answer: 8 Things to Know Before Your MiaRec Demo

MiaRec

Are you considering scheduling a product demo to see if MiaRec’s conversation intelligence platform will meet your contact center’s needs? Great! We’re ready to answer all your questions on how MiaRec can ensure satisfaction at every stage of the customer journey.

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What Does Phygital Mean and What CX Experts Need to Know

Helpware

The modern consumer is both knowledgeable and empowered. They expect to be seen, understood, and catered to on a personal level. Simply put, they know they have options and aren’t afraid to explore them. Even more so, today’s shoppers have fully embraced the digital revolution and welcome technological conveniences. To cater to them, it’s no longer enough to master the digital and physical realms separately.

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WhatsApp Marketing Guide: Definition and Tips

JivoChat

Have you ever heard of Whatsapp marketing? Considered one of the most popular messaging apps in the world, WhatsApp offers several tools that you can enjoy to develop effective marketing strategies to straighten your relationship with your customers, increase customer retention rate, turn leads into clients, raise brand awareness, and build credibility.

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The Insurance Playbook: How Insurance Companies Can Start Their Digital Transformation Journey

ConvergeOne

Insurance companies can begin their digital transformation journey by simply taking inventory of the business and its intelligence tools, interoperability, and integration to a unified namespace. From there, one can begin to challenge the core objections to digital transformation: why now, and how do we benefit from the data we have?

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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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QDOBA serves up improved customer experiences

Cisco - Contact Center

Restaurant customer experiences have undergone an extreme makeover throughout the past few years.

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Leaders and Staff Share Insights on CU Contact Center Operations

Strategic Contact

My last post took an analytical perspective on the state of credit union contact centers based on our proprietary Efficiency and Effectiveness Evolution (E3) Spectrums® tool. We also keep our fingers on the CU pulse through interactions with leaders and assessment project work that delivers direct input from frontline staff through surveys. In CU contact.

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Ops Meets Dev on the Daily Standup Show

Cisco - Contact Center

Automation! Programmability! APIs! You hear these words everywhere, but what do they really mean? Are they just buzz words? Or should I be joining the movement? Do I have to learn how to code?

APIs 69
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WhatsApp Marketing Guide: Definition and Tips

JivoChat

Have you ever heard of Whatsapp marketing? Considered one of the most popular messaging apps in the world, WhatsApp offers several tools that you can enjoy to develop effective marketing strategies to straighten your relationship with your customers, increase customer retention rate, turn leads into clients, raise brand awareness, and build credibility.

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The Open CCaaS Advantage Report

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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Secret to Sales Success in 2023: Create a Smart Workflow (A How-to Guide)

JustCall

A sales workflow is the overarching plan or process that sales teams use to achieve their sales goals. It encompasses all the sales operations — from getting leads to closing deals. For sales leaders, a well-thought-out sales workflow helps maximize sales potential and boosts team efficiency. Modern sales teams move towards sales success by adding automation to their workflows.

Sales 52
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How Does Your Company Manage Large Accounts?

ClientSuccess

As a SaaS organization scales, there inevitably arises a distinction between SMB customers and enterprise customers. Generally, the division between small and medium-sized businesses and large organizations is based on contract size, user base, and internal resource allocation. The allocation of resources, in particular, is a critical factor that can either make or break a customer success team’s large account management process.

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Set Your Customer-Facing Teams for Success: A How-to Guide

JustCall

Your customer-facing teams are at the heart of your business. But are they getting the attention they need (and deserve)? Many sales and customer support teams are poorly trained, insufficiently equipped, and incoherent in execution. So, while they do achieve the results, those results are half of what they can truly accomplish with the right tools and strategies.

Morale 52
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How to choose the right answering service for your business

AnswerConnect

How do you choose the right answering service for your business? We unpack everything you need to consider before making your choice. The post How to choose the right answering service for your business appeared first on AnswerConnect Blog.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How to Manage Your Remote Sales Team Better?

JustCall

Want to set your sales team up for success? When you’re dealing with remote sales teams placed in different corners of the globe, it can be particularly challenging to meet targets. As a sales leader, it is difficult to craft a sure-shot plan on how to manage a remote sales team. But with a proper plan and mindful execution, success cannot be far behind!

Sales 52
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Four customer engagement strategies for SaaS companies

ChurnZero

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. However, this isn’t scalable.

SaaS 52
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How to Train Sales Agents to Work Collaboratively (and Productively)?

JustCall

Sales success hinges on strong collaboration within the team. To enhance productivity and client satisfaction, it’s crucial to train sales agents to work together effectively. In this blog post, we’ll explore the benefits of collaboration, address common challenges, and provide actionable steps to foster a collaborative sales environment.

Sales 52
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OCIO Firms Can Benefit Your Company In More Ways Than One!

CSM Magazine

Are you a business owner looking for an easier way to manage and grow your investments? If so, consider outsourcing the overseeing of your portfolio to an OCIO (Outsourced Chief Investment Officer) firm. This type of firm is highly skilled in monitoring financial assets and making strategic investment decisions that can promote growth and stability in any organization’s financial operations.

Finance 52
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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From AI to Analytics: 11 Disruptive Sales Trends of 2023

JustCall

The sales landscape is changing. Owing to emerging technologies and evolving consumer behaviors, the way businesses connect and engage with customers is different now. It’s important for sales leaders to navigate their teams accordingly in order to stay ahead of the curve. Here are 11 sales trends you need to keep an eye on in 2023: 1. The growing importance of customer experience in sales Customers are no longer just looking for a product or service; they are seeking experience.

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An Interview with Eléonore Varet about Women in IT

Unymira

The French CRiP magazine interviewed our colleague Eléonore Varet on the subject of women in IT. Here is the interview: Eléonore Varet was not expected to be President & CEO of the French subsidiary of USU Group, a European IT solutions provider. She was a lawyer at the Paris bar for more than 10 years. However, this former lawyer who has just published her first novel - La Somnambule et le plafond de verre - has made a career in tech.

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13 Customer Service Trends of 2023 that Experts Are Talking About

JustCall

The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. It is crucial for businesses to stay ahead of these changes to ensure customer satisfaction, which plays a pivotal role in their growth. By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations.