Guru
NOVEMBER 2, 2021
As part of our commitment to improving the accessibility and usability of Guru , we have a dedicated design system “ pod ” that focuses on creating consistent, accessible, and beautiful experiences across Guru. Today, we’re sharing an interview with the leaders of that pod to provide a look into their thoughtful and deliberate process of creating a great design system.
Fonolo
NOVEMBER 2, 2021
Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success. Research from Salesforce states that 89% of consumers are more likely to purchase from a company again when they experience high-quality customer service—a percentage that’s far too high to ignore.
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Jon Arnold
NOVEMBER 2, 2021
Sometimes my thought leadership outputs are publicly shared right away, sometimes never at all, and yet other times only after a delay in time. This last scenario applies to my latest white paper, and most recent white paper done for Cisco. The topic speaks to the growing need for businesses to think about CX in broader terms than the contact center.
ShepHyken
NOVEMBER 2, 2021
Customer Experience Is Science. Creating Proactive Customer Experiences. Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.?
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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.
Contact Center Pipeline
NOVEMBER 2, 2021
What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. Kind of reminds me of our contact centers. There is the scary, the delightful and the practical. And that just about sums up our November […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
NOVEMBER 2, 2021
In today's experience economy, businesses can't leave CX to chance. Companies need to align every aspect of the business on the customer experience. For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. But you can do even more to meet your CX goals by focusing on every aspect of the agent employment life cycle, beginning with the hiring process.
ConvergeOne
NOVEMBER 2, 2021
Salelytics is a leading provider of inside sales and multi-channel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients. Salelytics turned to ConvergeOne for support when it was first spun off from its parent company and had to completely start over in terms of its infrastructure, support, and expertise.
AnswerConnect
NOVEMBER 2, 2021
As part of our giving back program, with our NGO partner TREES, we’ve passed the one-million-mark and planted 1,020,964 trees! The post AnswerConnect Plants Over One Million Trees Through Giving Back Program appeared first on AnswerConnect Blog.
Cyara
NOVEMBER 2, 2021
The principles that drive success are universal. Whether you strive for greatness as an athlete or in your business, it takes discipline, determination, and a certain amount of fearlessness to achieve your goals. Boxing legend Sugar Ray Leonard knows something about what it takes to succeed. With 36 wins, only three losses and one draw, world titles in five weight divisions, and an Olympic gold medal, Leonard is one of the most decorated athletes of the 20th century.
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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
Tethr
NOVEMBER 2, 2021
Welcome to the Tethr updates for October 2021! You know that feeling when you’ve built the perfect report, with all the data in place, but it just doesn’t look quite right? Maybe you wish the contrast between negative and positive attributes were a little clearer, or that the data was easier to scan at a glance. Never fear! We’re on it. This month’s update centers entirely on conditional formatting, better known as heatmapping.
LiveVox
NOVEMBER 2, 2021
Welcome to Native American Heritage Month! Each November, we honor the many sacrifices, contributions, and achievements of American Indian and Alaska Native people. It is also an opportune time to celebrate the rich history, culture, and traditions of the Native people that have enriched our nation. The annual recognition began over a century ago when […].
Playvox
NOVEMBER 2, 2021
News outlets are reporting that this year’s holiday buying season is expected to start earlier than ever. But given the level of uncertainty experienced in the last 18 months – ever-changing pandemic guidance, more workers voluntarily resigning from jobs, many of us still working remotely – what impact will this have on customer behavior and buying habits as we close out 2021?
Voiptime
NOVEMBER 2, 2021
Sales are the single most important activity that keeps your company’s gears moving. Despite this fact, executives neglect valuable sales techniques and rely on other tricks and gimmicks for revenue growth. Let’s bring the light on the big picture on proven closing sales techniques for call centers.
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.
Nuance
NOVEMBER 2, 2021
We all understand the value of being connected to a proven, growing network. If we’re tempted to switch to a smaller mobile provider—and who doesn’t want a discount on the latest iPhone?—we’ll be sure to check their coverage and service quality in our local area. The same is true of a network allowing healthcare providers [.] The post Celebrating 10k PowerShare sites: 10 ways patients and providers are sharing without boundaries appeared first on What’s next.
ClientSuccess
NOVEMBER 2, 2021
While CSMs are often tied up in the day-to-day implementation and project plan of managing customers, a few long-term initiatives also require additional attention. Customer marketing is one of these initiatives. While most customer marketing programs are a cross-function of CSMs and marketing teams, many marketing departments will look to CSMs for direction and guidance when selecting and working with customers directly.
Edify
NOVEMBER 2, 2021
Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.
Nuance
NOVEMBER 2, 2021
We all understand the value of being connected to a proven, growing network. If we’re tempted to switch to a smaller mobile provider—and who doesn’t want a discount on the latest iPhone?—we’ll be sure to check their coverage and service quality in our local area. The same is true of a network allowing healthcare providers [.] The post Celebrating 10k PowerShare sites: 10 ways patients and providers are sharing without boundaries 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 2, 2021
Spam. Spam likely. Scam. Whether you own a cellphone, or your job is to reach consumers via cellphone, you're probably all too familiar with these terms. To better understand the labels and what they mean, watch or read part 3 of our series. The post Call Labeling Mini Series, Part 3: What Do the Different Labels Mean? appeared first on Arbeit -.
JivoChat
NOVEMBER 2, 2021
How often do you watch videos on Youtube, Instagram, Twitter, or other platforms? According to Wyzowl research, 68% of the consumers affirmed pandemic has impacted on the quantity of videos they watch online, among them, 96% said it has increased. With this scenario, video content marketing grows as an important strategy for brands from different sectors.
CustomerSuccessBox
NOVEMBER 2, 2021
Christoph Janz, a SaaS enthusiast, and a Venture Capitalist had published a brilliant article way back in 2014. It was about the “ 5 ways to build a $100 million business ”.It was meant for SaaS companies. The key takeaway was to get to $100 million in Annual Recurring Revenue. finding customer acquisition channels that are highly scalable, repeatable, and profitable. .
CSM Magazine
NOVEMBER 2, 2021
PCI Pal , the global provider of cloud-based secure payment solutions, has today announced that the leading European Contact Centre as a Service (CCaaS) provider, Puzzel, has extended its reseller partnership agreement to include PCI Pal’s Digital and IVR payment security solutions to its portfolio. Having originally joined PCI Pal’s partnership program in 2018, Puzzel incorporated the flagship PCI Pal Agent Assist solution into its overall contact centre portfolio to offer a PCI compliance
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!
NobelBiz
NOVEMBER 2, 2021
When done correctly, Cold Calling has the potential to be a wonderful strategy for quickly qualifying leads and increasing sales or lead creation. If your contact center lacks the proper technologies and strategies, this approach can be a time-consuming and difficult task for your daily operations. In this article we explore the common mistakes in Cold Calling and the solutions to tackle them.
inSided
NOVEMBER 2, 2021
Clocktower Advisors is now partnering with inSided, a leading Customer Success community platform, to help customers improve retention, increase customer advocacy, and drive growth.
CustomerSuccessBox
NOVEMBER 2, 2021
You have successfully closed a big deal and you take a huge sigh of relief. But this is not the stage to take the gas off the pedal as adoption is the key to retaining your client. A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier.
CSM Magazine
NOVEMBER 2, 2021
Industrial doors company Complete Shutter Services has doubled its business and boosted productivity by 20 per cent since implementing field service management software from BigChange. Providing a complete job management platform, BigChange cloud-based office software synchronises with a rugged tablets used by field operatives to provide real-time 24/7 visibility of every job nationwide.
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
Spearline
NOVEMBER 2, 2021
Imagine having frequent-flyer membership of an airline and calling their premium club line only to be met with poor audio quality. You may be on a business trip. You may need to make a last-minute change to your return flight. But your conversation with the agent takes twice as long as it should. Poor audio quality means you’re constantly repeating yourself.
Injixo
NOVEMBER 2, 2021
Contact center business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house contact centers—and some additional ones of their own.
Uniphore
NOVEMBER 2, 2021
By: Annie Weckesser, CMO The best enterprises don’t run on data – they run on conversations. Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. And these conversations are happening everywhere. The average person has 27 P2P conversations every day, lasting 10 minutes each. 1 There are 65 billion conversations on WhatsApp alone.
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