Customer Contact Central Submitted Articles

SEPTEMBER 27, 2021

There's often a misconception that CX automation replaces Human jobs.

147

147

Kapta Customer Success

SEPTEMBER 27, 2021

Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy. As you try to implement team-wide processes, individuals may have routines or procedures that are more geared toward B2C account management rather than B2B account management.

B2B 105

B2B Accountability B2C Management 105

kommunicate

SEPTEMBER 27, 2021

Intro This is the era of the consumer. Everything a brand does or plans to do depends on what consumers wish to buy or see. Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention. In addition, the existence of multiple channels has enabled countless touchpoints where [.]. The post NLP Chatbot – All You Need to Know in 2021 appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Personalization Customer Support 98

Tethr

SEPTEMBER 27, 2021

Quality is king. A high-quality product, service, or experience is the fundamental foundation of a low-effort experience for a customer—and the goal of customer experience leaders everywhere. It’s so important that we have loads of processes dedicated to making sure that our deliverables remain in tip-top shape. These processes include quality assurance, quality control, and more.

Quality management 85

Quality management Call Center Scripts Customer centricity 85

Advertisement

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.

Help Scout

SEPTEMBER 27, 2021

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. Learn what The Supportive is , or browse through all of the posts from this series. After an early career as a web designer dating back to the age of Geocities , I joined the email marketing app Campaign Monitor as their first customer service professional.

Customer Service 73

Customer Service Personalization Marketing Management 73

FluentStream

SEPTEMBER 27, 2021

VoIP (Voice over Internet Protocol) phone systems aren’t exactly new, but thanks to the wider availability of high-speed internet they’ve become the go-to solution for businesses looking to save money. Wait… are traditional landline systems really that expensive? I’m glad. Read More. The post Can Switching to VoIP Really Save You Money Every Month? appeared first on FluentStream.

voip 52

voip Customer Experience 52

Select VoiceCom Blog

SEPTEMBER 27, 2021

In this digital age, data is considered the most valuable resource in the world. Individuals and companies from varying industries now incorporate it as key drivers in their operations, with some even handling confidential information 24/7. In fact, according to a Varonis Global Data Risk Report, about 53% of companies have more than 1,000 classified […].

Telemarketing 52

Telemarketing outsourcing Business Process Outsourcing 52

FluentStream

SEPTEMBER 27, 2021

VoIP (Voice over Internet Protocol) phone systems aren’t exactly new, but thanks to the wider availability of high-speed internet they’ve become the go-to solution for businesses looking to save money. Wait… are traditional landline systems really that expensive? I’m glad. Read More. The post Can Switching to VoIP Really Save You Money Every Month? appeared first on FluentStream.

voip 52

voip Customer Experience 52

Select VoiceCom Blog

SEPTEMBER 27, 2021

In this digital age, data is considered the most valuable resource in the world. Individuals and companies from varying industries now incorporate it as key drivers in their operations, with some even handling confidential information 24/7. In fact, according to a Varonis Global Data Risk Report, about 53% of companies have more than 1,000 classified […].

Telemarketing 52

Telemarketing outsourcing Business Process Outsourcing 52

Advertisement

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

CSM Magazine

SEPTEMBER 27, 2021

Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. With Chrome OS and our partners you get: Secure platform and remote management: Chrome OS is a cloud-first, easy-to-manage operating system that can secure and optimize your contact center while supporting remote agents.

Contact Center 52

Contact Center contact center solutions Enterprise Engineering 52

kommunicate

SEPTEMBER 27, 2021

If you’ve spent any time testing your Dialogflow ES or CX while creating agents, working with webhooks, and integrations with other platforms, you’ve probably seen various error messages. In this post, we cover some of the most common errors, and how to resolve those errors. Dialogflow ES erros & solution API call mentions an unknown [.]. The post How to Handle Dialogflow Errors (Es & CX) appeared first on Kommunicate Blog.

APIs 52

APIs 52

CSM Magazine

SEPTEMBER 27, 2021

On every job interview, interviewers often speak to many applicants before narrowing their selection to the most desirable candidate. According to research by SHRM , companies take up to 42 days to fill a vacant position on average, and some companies still take a bit longer. This means that once you get an opportunity for the interview for a customer service personnel or any other position you could be applying for, must present yourself as the best candidate for the job.

Metrics 52

Metrics Customer Service 52

Edify

SEPTEMBER 27, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

Enterprise 82

Enterprise Contact Center contact center solutions Cloud contact 82

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

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. (CMSWire) The better the experience, the more likely that person will return and give the brand their business.

Customer Service 48

Customer Service Real estate Journey mapping Entertainment 48

SmartKarrot

SEPTEMBER 27, 2021

Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers. Own 50+ strategic accounts including large universities, health systems, and national nonprofit organizations. Proactively reach out to customers with ideas and solutions on how to leverage the product to improve their internal processes and workflows.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. We’ve been focused on designing and delivering best-in-class experiences for decades, but customer experience is an expansive, evolving topic, and staying current on trends and the latest thinking in customer experience is always a challenge.

Customer Experience 71

Customer Experience B2B B2C Contact Center 71

SmartKarrot

SEPTEMBER 27, 2021

Often, there seems to be an ambiguity between the two designations, product strategist and a product manager. Although they both need to work hand-in-hand, there still exists a thin line of difference. A product strategist is the one who looks for new opportunities, evaluates the product and performance of a company and helps in developing strategic plans that dwell and evolve in the long run.

SaaS 10

SaaS B2B Marketing Management 10

Advertisement

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

JivoChat

SEPTEMBER 27, 2021

Email marketing best practices can help you get the most out of a marketing tool that has one of the highest return on investment rates. When you create a well-planned and developed email campaign, you have significant chances to turn leads into customers, more than when compared to social media, did you know that? . But, to be successful, you need to know how to create emails that will compel your prospects to open, read them, and follow the CTAs.

Best practices 52

Best practices Marketing Personalization Metrics 52

CSM Magazine

SEPTEMBER 27, 2021

We’ve been working hard to change the future of language and its impact on your business. We’re now introducing a new technology category: LangOps. Whether you’re aspiring to take your business to a global audience or planning to increase demand for your product in a new region, you know you need to communicate with your customers in their native language.

Surveys 52

Surveys APIs Marketing Enterprise 52