Contact Center Pipeline
DECEMBER 10, 2021
Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic. And there’s no going back: Accenture reports that consumers expect to continue using […].
Beyond Philosophy
DECEMBER 10, 2021
Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS).
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CSM Magazine
DECEMBER 10, 2021
The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer. Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job.
Quality Contact Solutions
DECEMBER 10, 2021
In their November 3rd issue, Forbes magazine published a report from The Conference Board, which gave their predictions for? 2022 economic growth. Global supply chain issues, labor challenges, COVID-19, which won’t go away, and inflation resulting from the previously mentioned threats are expected to continue challenging businesses. Therefore, it is essential to refine your small business marketing strategies and find what’s most effective to help limit the potential adverse business
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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
Vistio
DECEMBER 10, 2021
Sean Murphy is the Managing Director – Technology at Vistio. He is responsible for the design, development, configuration, implementation and support of Vistio’s platform and infrastructure and is a results-oriented technology leader with a proven track record of delivering innovative and award-winning solutions in support of business strategy. Sean has held multiple CTO positions during his 20+ years of IT experience, was responsible for the automation strategy and capability for one of the lar
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Vistio
DECEMBER 10, 2021
Remember driving before we had GPS navigation? In the past when you were planning a road trip, you would get out an atlas or all the paper maps you might need. Then you’d sit down at the kitchen table to map out your route, figure out where you were going to stop, and estimate how long the trip might take. It was an inefficient and potentially error-prone method but using paper maps for navigation was an essential part of traveling the open road and getting to your destination.
3CLogic
DECEMBER 10, 2021
Today’s customers have a bevy of choices for nearly every type of product or service. Whether it’s a car, pair of shoes, restaurant meal, or subscription-based software they’re in need of, customers can be quite discerning in deciding which company will ultimately win their business. As for what they consider when making a purchasing decision, key factors include price, quality, and affinity for a particular brand.
Arbeit
DECEMBER 10, 2021
Whether you are just getting started with an email strategy, or you already have a rigorous email strategy in place, it's important to audit your engagement rates and ensure your deliverability is in tip top shape. The post How to Prevent Your Debt Collection Emails from Going to the Spam Folder appeared first on Arbeit -.
VirtualPBX
DECEMBER 10, 2021
Best Free Softphone to Get You Through the Holidays. To start things off, what is a softphone? A softphone is a software-based equivalent to your business desk phone or personal smartphone, and it can send and receive calls on any hardware device running the software. Gone are the days where you had to be chained to your desk to manage your day-to-day.
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.
CSM Magazine
DECEMBER 10, 2021
The AWS Partner Network (APN) recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect. TTEC Holdings, one of the largest, global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, today announced that VoiceFoundry , a TTEC Digital business, has won the AWS 2021 Amazon Connect Partner of the Year Award in the UKI region, recognizing exceptional performance and commitment to helping AWS custome
Merchants
DECEMBER 10, 2021
In October, Merchants held its inaugural Merchants Summit – as a chance for the various teams and business units to connect, celebrate the successes of 2021 and align on the future of BPO and the Merchants business. The post People at the centre of the inaugural Merchants Summit appeared first on Business Process Outsourcing Services | Merchants CX SA.
Dialer 360
DECEMBER 10, 2021
Building rapport to keep your relation good with your customers. It is the most important skill of customer service. Rapports assist clients to feel better about your service. They like you and are easier to serve because they are relaxed. Other than that, a friendly interaction helps you endure a positive outlook throughout the day. Know some basics: be friendly, smile, use customer names, etc. to build rapport with customers.
SmartKarrot
DECEMBER 10, 2021
Role: Director – Customer Success Location: Nashville, TN, US (On-site) Organization: Rain Instant Pay As a Director of Customer Success, you will support the growth of the organization by recruiting, hiring, training, and coaching top talent Customer Success Managers. Work cross-functionally with Marketing, Implementations, Product, and Engineering teams to develop innovative approaches driving positive business outcomes with Enterprise Customers.
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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.
Dialer 360
DECEMBER 10, 2021
Building rapport to keep your relation good with your customers. It is the most important skill of customer service. Rapports assist clients to feel better about your service. They like you and are easier to serve because they are relaxed. Other than that, a friendly interaction helps you endure a positive outlook throughout the day. Know some basics: be friendly, smile, use customer names, etc. to build rapport with customers.
ShepHyken
DECEMBER 10, 2021
This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. He shares how engaging content and personalized experiences can lead to longer-term subscriptions that have a huge impact on brands’ bottom lines. Retaining subscribers with engaging content and personalized experiences is key to building revenue and driving long-term success. .
SmartKarrot
DECEMBER 10, 2021
There has been a wider acceptance of AI virtual assistants across the globe. Products like Amazon’s Alexa, Apple’s Siri, Microsoft’s Cortona, and Google’s Assistant are some of the best examples of these AI virtual assistant tools. . This cutting-edge technology that mainly works by comprehending voice commands to complete users’ tasks has many useful examples: voice-to-text dictation, email management, customer service, help desk management, data analysis, and tea
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