Beyond Philosophy
NOVEMBER 4, 2021
Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we discuss. I thought I would share a recent one we had come in here with you because many of you readers might have the same problem.
Contact Center Pipeline
NOVEMBER 4, 2021
“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help. Sure, that opener is polite enough, […].
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Call Design
NOVEMBER 4, 2021
Which is better Direct Query or Webservice? This is a question that is asked a lot in businesses where data needs to be extracted from various sources and collated. As technology and security increase, so too does the tightening around access and use of said data, especially within the contact centre. Traditionally, this access was analogous, and extracts could be run either by direct user access or via an application middleware, but these processes are changing.
The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes.
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Eptica
NOVEMBER 4, 2021
Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nicereply
NOVEMBER 4, 2021
“Let the team have a personality!” You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. At most companies, support teams speak with customers more often than other teams. They share good and bad news and deal with high-emotion situations both verbally and in writing. Ideally, your support teams c onsistently represent the best of your brand in these conversations.
Call Experts
NOVEMBER 4, 2021
Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. As more companies are using internet presence to handle support , the world of outsourced customer service is becoming more popular.
Babelforce
NOVEMBER 4, 2021
2 to 3 billion people worldwide use WhatsApp, making it the most used messaging platform globally. This figure isn’t bumped up by inactive users – around 70% of WhatsApp users check the app every day. And, unlike all those emails which go unopened or land in neglected accounts, people actually read their WhatsApp messages. Messages on the platform have a 99% open rate. .
Fonolo
NOVEMBER 4, 2021
Over its first year, COVID-19 lockdowns and high case counts forced many offices to close. While this sparked big challenges for contact centers suddenly faced with overwhelming call volumes , it did have an unexpected silver lining around remote work. Soon, businesses realized they didn’t need to spend money on rent to operate with the right tools and infrastructure.
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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
Upstream Works
NOVEMBER 4, 2021
When it comes to adopting new technology, contact centers prefer easy transitions with minimal impact on continuity. This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. A transformational approach is needed, making omnichannel a top priority for IT decision makers.
Guru
NOVEMBER 4, 2021
What is it like to step into the role of a knowledge manager at a company? We spoke with Martin Theobald, a Knowledge Manager at Crisp, to find out.
Helpware
NOVEMBER 4, 2021
Source: Shutterstock. Fintech, or financial technology, is the development of new technology that helps financial services achieve their objectives. Companies use these tools and services to improve, automate and streamline processes related to finances.
Ansafone
NOVEMBER 4, 2021
It’s the duty of any good business to interact with its customers by offering them clear choices and options in which they can smoothly navigate call inquiries. In a sense, enabling the caller to “self-serve” fast-tracks the Contact Center Solutions that are readily available to them. Whether it’s collecting identification data or routing their call … Custom-Designed IVR Systems Ensure Easy & Direct Communication with Customers Read More ».
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.
Interactions
NOVEMBER 4, 2021
Buzzwords have a way of entering the technology space, only to then be overused and lose all meaning and substance. A classic example of this is omnichannel. Few Conversational AI vendors can boast that they have a truly omnichannel experience, as many simply have multiple channels. But this doesn’t stop nearly all vendors from calling their products omnichannel.
Nuance
NOVEMBER 4, 2021
This blog post was created by Nuance guest blogger, Sean McCarthy, User Interface Designer at Nuance. A year-and-a-half ago I described three simple steps to address COVID-19 demands in your contact center to help customers who were urgently and drastically transforming their contact centers to operate remotely in a matter of days. The third of [.] The post Looking back and ahead at contact center best practices appeared first on What’s next.
Arbeit
NOVEMBER 4, 2021
Registering your numbers is a way for you to notify third party organizations that you are a legitimate business, not scam, and not to label you as such. Learn how to get started here. The post Call Labeling Mini Series, Part 5: How to Register Your Numbers appeared first on Arbeit -.
Nuance
NOVEMBER 4, 2021
This blog post was created by Nuance guest blogger, Sean McCarthy, User Interface Designer at Nuance. A year-and-a-half ago I described three simple steps to address COVID-19 demands in your contact center to help customers who were urgently and drastically transforming their contact centers to operate remotely in a matter of days. The third of [.] The post Looking back and ahead at contact center best practices appeared first on What’s next.
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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.
Arbeit
NOVEMBER 4, 2021
Improving your online presence is a never-ending process that can't be fixed overnight, but it's crucial for your call labeling progress. We've compiled some quick tips to get started. The post Call Labeling Mini Series, Part 6: How Online Presence Impacts Call Labeling appeared first on Arbeit -.
JivoChat
NOVEMBER 4, 2021
Do you know what SEM is in Digital Marketing and its importance to help you gain visibility, conquer more leads and boost sales? Many people get confused about this term and its difference from SEO. . It’s important to comprehend each one’s aspects, so you can plan your marketing strategies even better. SEM can help you to make the most of ads, creating targeted campaigns that are going to focus on your potential customers, using the proper keywords and platforms. .
kommunicate
NOVEMBER 4, 2021
In the month of October, we have added some new features to your favourite customer support tool. Web App WhatsApp WhatsApp sends message API. Previous support was to only reply to WhatsApp messages initiated by the user, now using API you can also initiate WhatsApp messages to the users even if the user has never [.]. The post Here’s What’s New from October 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.
Playvox
NOVEMBER 4, 2021
There’s no hiding the fact that technology has impacted our daily lives. From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. For businesses of all sizes, technology has also changed contact centers from an internal and customer-facing perspective.
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!
TCN
NOVEMBER 4, 2021
Like any other business, call centers have their own unique set of challenges. Let’s take. The post 4 Common Call Center Challenges and How To Combat Them appeared first on TCN.
Spearline
NOVEMBER 4, 2021
Telecommunication services are critical for business Voice services provide a vital link to customers and suppliers as well as enabling and supporting workforce collaboration. Global network are complex and issues can impact revenue and customer experience. 110119. The post What’s at risk? appeared first on Spearline.
kommunicate
NOVEMBER 4, 2021
In the month of October, we have added some new features to your favourite customer support tool. WhatsApp sends message API. Previous support was to only reply to WhatsApp messages initiated by the user, now using API companies can also initiate WhatsApp messages to the users even if the user has never interacted with the [.]. The post Here’s What’s New from October 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.
SharpenCX
NOVEMBER 4, 2021
Cybersecurity threats are increasing at alarming rates. Business Wire reports that with more remote work nearly 80% of IT security leaders lack confidence in their companies’ protections against cyberattacks. As we navigate increased security risks, call centers must invest in high-quality call center software and data protection. Call centers deal with an overwhelming amount of data.
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
CSM Magazine
NOVEMBER 4, 2021
Teams Users Gain New Option for Integrated Customer Support with Unique Multi-Camera Livestreaming Video Capabilities. ADTANCE , a leading international After-Sales Service technology platform provider for manufacturers, industrial companies and mechanical engineering organizations has integrated the company’s ADTANCE Smart Services with Microsoft Teams , providing users with a comprehensive solution for industrial customer service.
SmartKarrot
NOVEMBER 4, 2021
Your best of customer experience is still incomplete without receiving the necessary customer feedback from your clients. You rely on customer feedback to enhance your services and products, increase your growth either by upsells, cross-sells or via renewals and take the overall customer experience quotient by a notch up. But most of the feedback will not give you a lot of worth if you cannot ascertain the insights that make these enhancements a plausible effect.
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