Injixo
JULY 15, 2020
In this article, you’ll find tips that make managing work-at-home contact center agents easier. This post will be highly useful if you’re looking for call center motivation ideas, management, and performance tips.
Method:CRM
JULY 15, 2020
A repeat customer is like a gift that keeps on giving. You anticipate closing a deal with them for weeks, maybe even months, and then they finally do business with you. Then, it turns out that they’re so satisfied with your products or services that they continue to buy from you and become a repeat customer. This means you can count on them to come back, make future purchases, and maybe even refer some new customers to you.
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Contact Center Pipeline
JULY 15, 2020
The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care and the economy. In just a matter of weeks, lifestyles were dramatically altered, businesses shuttered and global markets tanked. Contact centers abandoned carefully structured strategies and processes in the scramble to […].
ShepHyken
JULY 15, 2020
I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. For this article, I want to focus on the first step—paying attention. Paying attention is more than just the first step. It may be the most important step. One of our readers, Scott Anderson, shared a story about staying at a resort in Mexico.
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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.
GetFeedback
JULY 15, 2020
A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
JULY 15, 2020
Over the last several months, w e have e xperienced one of the most unusual times in modern human history, and we seem to be coming out the other side. But there is still much uncertainty about the future. . Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread.
SharpenCX
JULY 15, 2020
I’ve had glasses since I was nine years old. Let me tell ya, finding the right pair of glasses is a struggle. Through my middle school years, I went from blue wire frames to green plastic to thick tortoiseshell. On and on they came and went as I tried to adapt my glasses to my current style. I resorted to wearing my contact lenses to give my wallet a breather.
Tethr
JULY 15, 2020
Customer-centric decision-making should be the basis of all operational decisions. But is it? The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling). Using technologies like Tethr , business leaders can examine the true voice of the customer by having 100 percent of interactions taken into account.
Strategic Contact
JULY 15, 2020
Cloud vendors regularly crow about their “fast and easy” delivery of advanced contact center capabilities. When their benchmark is premise-based solutions, they’ve certainly got an edge. However, contact centers still need to put themselves and their prospective vendor partners through the planning paces before signing on the dotted line to ensure there’s a good fit.
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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
NICE inContact
JULY 15, 2020
As organisations transition to a post COVID-19 world, contact centre employees need to be able to work from anywhere for businesses to stay competitive. Explore why the future of contact centres is cloud-based, and how to enable your contact centre team to work from anywhere without compromising productivity or security, while delivering a consistent and outstanding customer experience.
Mindtouch
JULY 15, 2020
Analysts and industry experts didn’t need a global pandemic to see the writing on the wall: customer experience will be a key differentiator this decade and beyond. If anything, the new realities facing customers, consumers— people —as a result of recent market shifts have only made the emphasis on customer experience more acute. Two things are happening at once: Inbound customer interactions have spike precipitously.
NICE inContact
JULY 15, 2020
A major virtual conference, open to contact center pros everywhere. Even six months ago, who could have predicted that across the planet, we’d be leaving in-person conferences behind—at least for now—and recreating them as virtual events? And who would have believed that in the process, we’d discover interesting new possibilities for sharing the latest in call center cloud software solutions and industry trends, not to mention in how we engage with each other?
ForeSee
JULY 15, 2020
The retail industry, already undergoing massive transformation, now finds itself shifting into overdrive to differentiate based on customer experience (CX). As COVID-19 hastens digital’s ascent as the go-to channel, retailers.
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.
delighted
JULY 15, 2020
Up until now, the Additional Questions feature has been available for Email, Link, SDK, and Kiosk distribution channels. Today, we’re extremely excited to announce a highly requested addition to that lineup: Additional Questions for Web. Tailored specifically for the web experience, Additional Questions for Web includes all the features from our last Additional Questions update.
Plantronics
JULY 15, 2020
Poly and Genesys have a long history of partnership and looking forward, we share a similar vision of where the contact centre is headed – a future where the call centre is transformed from being reactive and restrictive, into the centre of the organisation’s experience delivery. COVID-19 has changed where we work, how we work, [ ] The post 3 Ingredients to Deliver Customer Experiences that Exceed Expectations appeared first on Poly Blog.
24-7 InTouch
JULY 15, 2020
The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. High demand for digital content paired with unprecedented growth in online content upload volumes has attributed to its continued rise over the last couple years. CONTENT MODERATION CHALLENGES. Most companies are implementing strict community guidelines as a standard for the type of content that can be posted on their platforms, and are looking to outsourcers to provide innovative and accurate sol
Injixo
JULY 15, 2020
In this article, you’ll find tips that make managing work-at-home contact center agents easier. This post will be highly useful if you’re looking for call center motivation ideas, management, and performance tips.
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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.
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips. Just search, type, and click, like magic, hundreds of results that are ready for you to check out. There are many Customer Success books that are published every year.
inmoment
JULY 15, 2020
For a brief moment, it looked as though the Coronavirus pandemic might finally be under control, but recent viral surges throughout the country indicate that, unfortunately, this disease and the new way of life accompanying it will be with us for the foreseeable future. . While this is certainly unwelcome news, especially for the thousands of businesses that are struggling right now, there is a way that these brands can both stay ahead of the competition and create a better experience for custom
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips. Just search, type, and click, like magic, hundreds of results that are ready for you to check out. There are many Customer Success books that are published every year.
C Space
JULY 15, 2020
The Brand Move Roundup – July 15, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
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!
CSM Practice
JULY 15, 2020
The Internet offers endless resources for research, news, reference, and books about Customer Success. This makes useful tips for CSMs and prospective CS practitioners available right at your fingertips. Just search, type, and click, like magic, hundreds of results that are ready for you to check out. There are many Customer Success books that are published every year.
Education Services Group
JULY 15, 2020
We all know that 2020 has been quite the year. Certainly, it hasn’t been what many of us were expecting from the beginning of a new decade, but it’s a milestone year nonetheless. So, while none of us have a crystal ball to tell us what will happen next (if only!), I wanted to take some time to look ahead at what the future of Customer Success could have in store.
Quiq
JULY 15, 2020
Share This Story Public transportation in the metropolitan St. Louis area is on the move, and we’re not just talking about the buses and light rail system that transport over 36 million people every year. Metro Transit, the agency that manages more than 70 bus routes in Missouri and Illinois, as well as 38 stations for their 46-mile light rail system, continues to move transportation forward with their adoption of messaging. .
24-7 InTouch
JULY 15, 2020
The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. High demand for digital content paired with unprecedented growth in online content upload volumes has attributed to its continued rise over the last couple years.
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
ChurnZero
JULY 15, 2020
ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features Jack Moyahan , Implementation Specialist at ChurnZero. . As a member of the Customer Success team, Jack helps bring our clients onboard by managing the kickoff welcome calls and the requirements gathering and all technical aspects of the implementation of ChurnZero. .
Enghouse Interactive
JULY 15, 2020
Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. Here in the first of two guest posts she shares inspirational case studies from her latest book Would You Do That To Your Mother? The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience.
Zappix
JULY 15, 2020
Zappix, the leading Visual IVR and Customer Self-Service Solutions provider, has partnered with Firstsource, the leading provider of customized Business Process Management (BPM) services to bring modern automation and innovation to.
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