The Northridge Group

JULY 6, 2022

The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

CCNG

JULY 6, 2022

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We know that peer-to-peer discussion and sharing can often provide a more effective and less expensive way to improve performance and reduce risks.

Best practices 195

Best practices CCNG Benchmark Consulting 195

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Customer Service 179

Customer Service Customer Experience Service level 179

Contact Center Pipeline

JULY 6, 2022

We have all felt the impact of the macro-level market shift towards what has been dubbed the “subscription economy.” As many businesses move towards a recurring revenue model, the priorities have shifted from “initial sales” to “customer retention and growth.” This shift has major repercussions inside the contact centers and customer support organizations of the […].

Customer retention 147

Customer retention Contact Center Customer Support Sales 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.

Spearline

JULY 6, 2022

There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls. Depending on the location of your outbound contact center and the complexities involved, the cost of your outbound call campaign could be sitting anywhere between $10-$55 per hour, per agent, so you’ll be keen to ensure as high a return as possible on this investment.

Contact Center 98

Contact Center Telemarketing Scripts Surveys 98

Nuance

JULY 6, 2022

In a world of rising patient volumes and increasing provider burnout, the need for AI has never been greater. In radiology, AI-powered solutions can streamline workflow, allowing radiologists to focus on image interpretation instead of report creation while calling attention to important diagnostic clues locked in the pixels. It’s important to remember one of the [.

Healthcare 88

Healthcare 88

SharpenCX

JULY 6, 2022

We’ve seen the writing on the wall… All signs are pointing to a recession coming very soon. Between the massive amounts of job layoffs you’ve seen while scrolling LinkedIn, to the gas prices that, just when you think they’ve hit their peak at the pump, manage to go up again – an economic downtown seems to be on the horizon. Nobody wants to think about a recession, but now is not the time to bury our heads in the sand.

Contact Center 76

Contact Center Self service Chatbots Call Center 76

ClientSuccess

JULY 6, 2022

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers.

SaaS 79

SaaS Surveys Feedback Marketing 79

JivoChat

JULY 6, 2022

200 Phrases for Instagram Bio. The phrase for Instagram Bio you choose to put in your profile is significant because it can be the first impression someone will have of your page. It can define if they will want to follow you, or get to know more about your brand. . What is an Instagram Bio? The Instagram Bio is the section in your Instagram profile underneath your username.

Construction 75

Construction Personalization Sales 75

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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

Surveys

Jon Arnold

JULY 6, 2022

New month - same message, but new editions of my newsletter and podcast. The July issue of JAA Communications and Collaboration Review went out to subscribers yesterday, along with the latest Watch This Space podcast. Future of Work Expo was the big thing for me last month, and that’s the focus of the July podcast - I hope you give it a listen. If you’re interested in tracking what I’m up to in the worlds of collaboration, customer experience and future of work, subscribing to my newsletter is e

Customer Experience 73

Customer Experience Contact Center 73

Playvox

JULY 6, 2022

There’s a lot riding on your contact center schedule. Does it have enough coverage for each channel ? Does it meet your agents’ needs? Does it have the right tasks at the right times? Will customers get service in the time they expect ? Even when you get it all set, making sure agents stick to your carefully crafted schedule can be a challenge. But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Concentrix

JULY 6, 2022

When designing and maturing a VOC program, there are a slew of best practices and approaches to consider that will help ensure you are deploying a study that will drive action, improve the customer experience, and keep stakeholders engaged or bought-in to the program. One of the best practice domains that’s often forgotten about (until. The post 5 VOC Design Themes to Advise Strategy appeared first on Concentrix.

Best practices 62

Best practices Customer Experience 62

Hodusoft

JULY 6, 2022

Top Call Routing Strategies to Improve Customer Experience An exceptional customer experience is critical to a business’ immediate and long-term success. Today, 83% of customers expect to engage with someone when contacting a business. While meeting these expectations every time might be impossible, enhanced call routing strategies will get call or contact centers close to increasing customer satisfaction.

Interactive Voice Response 59

Interactive Voice Response Customer Experience Contact center software Call Center 59

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

Concentrix

JULY 6, 2022

Confused about cloud-based contact center technology? Have no fear! The post Leveraging the Cloud: Reimagine your Contact Center CX appeared first on Concentrix.

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Contact Center Technology 62

SQM Group

JULY 6, 2022

Why are Agent Csat Skills Essential to Deliver Great CX? When Csat improves, the source for the improvement is the customer satisfaction skills of the agents have been enhanced.

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Balto

JULY 6, 2022

Over the next several weeks, Balto is giving readers a peek behind the curtain of the industry-leading AI technology that powers our real-time guidance platform. Balto’s real-time guidance technology seamlessly guides agents through conversations in collections, sales, and customer service — all use cases involving sensitive data such as names, addresses, emails, and credit card information.

Personalization 52

Personalization Contact Center Sales Technology 52

Spearline

JULY 6, 2022

Did You Know – You can now ‘snooze’ or stop alerts for your individual numbers There is now a ‘Snooze Alerts’ feature available within the numbers section on the Voice Assure platform for all customers. This feature gives any users who have ‘Full Access’ rights the ability to toggle alerts on/off for individual numbers. You will now have control over the alerts that are generated and will have the option to stop them if necessary.

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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

TCN

JULY 6, 2022

TCPA stands for the Telephone Consumer Protection Act. This act restricts and controls telemarketing calls, The post Understanding TCPA Regulations appeared first on TCN.

Telemarketing 52

Telemarketing 52

SQM Group

JULY 6, 2022

Deciding on the best fit for customer service and quality assurance (QA) software can be complicated if you do not know the right questions to ask potential vendors.

Customer Service 52

Customer Service 52

Contact Center Geek

JULY 6, 2022

Permalink.

Contact Center 111

Contact Center Customer Service 111

SQM Group

JULY 6, 2022

The Csat metric is popular because it is broadly understood, researched, easy to communicate to stakeholders, and is best at quantifying customer satisfaction.

Metrics 52

Metrics Call Center 52

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

Contact Center Geek

JULY 6, 2022

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Contact Center Customer Service 62

SQM Group

JULY 6, 2022

From a call center perspective, consistency means that customers always experience great service when they interact with an agent to resolve their inquiries.

Call Center 52

Call Center 52

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. It is always great to reach a new pinnacle in your professional career. I suppose it took you a long time to reach this position. But now you are in this position; you must showcase that you truly belong to this position and can deliver the goods for the organization. . The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of y

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

AWS Machine Learning

JULY 6, 2022

Imagine a surgeon taking video calls with patients across the globe without the need of a human translator. What if a fledgling startup could easily expand their product across borders and into new geographical markets by offering fluid, accurate, multilingual customer support and sales, all without the need of a live human translator? What happens to your business when you’re no longer bound by language?

APIs 79

APIs Scripts Engineering Management 79

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

Journey mapping

Upstream Works

JULY 6, 2022

Rob McDougall is the driving force behind Upstream Works Software. He is passionate about using the best technology to make the agent experience better. With so much technology change, this is hard to do, but the stakes have never been higher for contact centers. Artificial Intelligence (AI) application integrations hold great promise, but remain poorly understood by contact center leaders and is overhyped by vendors.

Contact Center 78

Contact Center Average Handle Time Scripts Technology 78

JivoChat

JULY 6, 2022

Going above and beyond for customers is a must. In this competitive market, one thing consumers can’t and won’t forget is great customer service. That service is what increases sales for your small business. According to research , 81% of consumers are more likely to make another purchase if they have a positive customer support experience. If they reach uninterested and unhelpful representatives, however, they will think twice about doing business with your brand.

Customer Support 75

Customer Support Average Handle Time Feedback voip 75

aircall

JULY 6, 2022

Experts agree: It pays to prioritize the customer experience. So what if we told you that analytics could be the secret ingredient you’re missing? To help you craft a seamless CX journey from start to finish, we’re taking a look at how to unlock the benefits of customer experience analytics , what this means for your contact center , and how you can upgrade it to deliver delightful experiences from every interaction.

Analytics 62

Analytics Call Center Customer Experience Interactive Voice Response 62