ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

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Beyond Philosophy

JANUARY 8, 2021

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.

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LiveVox

JANUARY 8, 2021

In an effort to learn about the robocall risk mitigation strategies organizations have or plan to enact in preparation for STIR/SHAKEN, LiveVox surveyed over 300 contact center professionals at the C-suite, VP, Director, and Manager levels to gauge their understanding of the upcoming June 2021 FCC mandate. Based on these inputs, we identified two simple […].

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Eptica

JANUARY 8, 2021

Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021. Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect.

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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.

Strikedeck

JANUARY 8, 2021

Sarah talks about how investing more in the area of your company that is influencing the most growth will grow you business more productively.

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CSM Magazine

JANUARY 8, 2021

The COVID-19 pandemic has changed the way we live and work beyond measure. With social distancing and travel restrictions in place, organizations have been forced to look at different ways of operating their businesses. Work-from-home employees are the new normal. The customer service industry has been impacted by the move to remote working and this change is not without its challenges.

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Vcaretec

JANUARY 8, 2021

(v)WeCare is a customer service outsourcing company that provides high-quality support to a variety of industries across a variety of communication platforms. We currently specialize in customer support in the travel & tourism industry, the telecommunications industry, the retail industry, the health and insurance industry, the automotive industry, and the energy and utilities industry.

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NobelBiz

JANUARY 8, 2021

Chatbots are presented as real solutions to improve customer experience in call centers. This is why, they offer concrete answers to real problems for both agents and customers. Then, what are the stakes of this form of artificial intelligence and its assets? And what are the rules of implementing such technology? The post The Art of Implementing a Chatbot Within Your Call Center appeared first on NobelBiz®.

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Global Response

JANUARY 8, 2021

There are many options to choose from when it comes to partnering with a call center. While there are many different factors to consider when doing so, the training process that the more. The post Why Choose Global Response? appeared first on Global Response.

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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

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Blueship Call Center

JANUARY 8, 2021

Outbound calling provides you direct access to clients. It is one of the best marketing tools that can provide measurable results. In the year 2021, most businesses are trying to emerge from the losses that they faced due t o Covid-19 pandemic. They are trying to find new businesses fast. In this endeavor of theirs, outbound call center outsourcing can be really useful.

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pindrop

JANUARY 8, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine. This annual list recognizes the most innovative companies in cybersecurity. Pindrop has made the list as the only contact center security provider – none of our competitors made the list. . For fraud and contact center professionals interested in protecting their customers’ internal data – this post will be covering some of the reasons why Pindrop – made this list of distinguished cybersecurity compan

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Back Office Centers

JANUARY 8, 2021

Back office support services are no longer considered useless. It has to do with the change in mentality brought about by convoluted business operations these days. The amount of data generated everyday by business operations can be hard to manage, if you do not take care of your dedicated back office support service department. It can lead to mistakes, which can be ultimately be fatal for your business. 5 Common Back Office Support Service Mistakes You Should Avoid.

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Insite Managed Solutions

JANUARY 8, 2021

Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Hello world! appeared first on Insite Managed Solutions.

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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

SmartKarrot

JANUARY 8, 2021

Role: VP of Customer Success Location: Greater Chicago Area, US Organization: Lucas James Talent Partners As a VP of Customer Success, you will act as the Executive Sponsor for multiple fortune 100 clients. Develop and foster executive level relationships within clients. Execute on objectives and grow their footprint within customer ecosystems by expanding revenue in accounts through cross-sell/upsell.

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Insite Managed Solutions

JANUARY 8, 2021

Welcome to WordPress. This is your first post. Edit or delete it, then start writing!

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ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. As one of the fastest-growing jobs in the world in 2020, the growth potential for this in-demand function has soared even higher with customer retention becoming the life preserver that crisis-stricken businesses have clung to during the upheaval.

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aircall

JANUARY 8, 2021

Cloud phone SMS, commonly known as texting, is a popular form of communication in our daily lives, and it’s now breaking great barriers in the business world. Why do people like texting so much? We live in a world where we’ve come to expect convenience and freedom. Whether you’re doing business or chatting with a friend, texting gives you both. Texting gives users the option of answering immediately or taking a little time to think about how to craft an appropriate answer.

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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

Tethr

JANUARY 8, 2021

Customer churn, often referred to as customer disloyalty, refers to the customers who stop doing business with you, stop using your company’s product or service, or otherwise “leave the table.” Gone. Adios. Au revoir. It’s always a sad day when you lose a customer, and we all do our best to prevent it, often by attempting to identify the reasons for customer churn, long after the customers you wanted to keep are gone. .

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Enghouse Interactive

JANUARY 8, 2021

As we start 2021 it’s the perfect time to focus on resolutions for the year ahead in both our business and personal lives. So, after a challenging 2020 how can contact centre operations be improved – particularly when it comes to reducing hidden costs while still delivering great service? We’d recommend starting the year by carrying out a health check into your systems and processes, focusing on these five key areas: 1.

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