Fonolo
OCTOBER 6, 2020
You probably don’t realize it, but your employees are losing you customers right now. And that’s because your employees don’t just impact customer perception — they’re the driving factor. If you don’t acknowledge this, your business will perpetually struggle. Here’s how your employees affect the way customers perceive your brand.
ShepHyken
OCTOBER 6, 2020
A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world. They discuss his latest book, The Offer You Can’t Refuse , and the four factors that go into amazing customer service. Top Takeaways: The year 2020 has thrown us into the future technologically.
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Callminer
OCTOBER 6, 2020
Read this blog to see how customers rate CallMiner across speech analytics, contact center operations and quality of support on G2.
CCNG
OCTOBER 6, 2020
While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. I have also been that leader who scheduled a virtual meeting without regard for the time differences of participants.
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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.
Beyond Philosophy
OCTOBER 6, 2020
The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
OCTOBER 6, 2020
Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.
Call Design
OCTOBER 6, 2020
Today, the general public doesn’t wait for things to happen. When consumers are experiencing a problem, they expect a solution on the same day. Since the customer is king, contact centres need to double their efforts to resolve customer service calls more efficiently and quickly. Whether you are implementing new training, new technology or more communication channels, it’s essential to be prepared to solve a customer problem quickly.
Alorica
OCTOBER 6, 2020
Written by Jenina P. Ibañez. This article originally appeared on [link] To read the full article go to [link] OUTSOURCING company Alorica Philippines continues to transition more of its employees to a work-from-home model and hire thousands more as lockdown restrictions ease. “We’ve continued to grow and enable our employees to do work at home, as long as the.
Totango
OCTOBER 6, 2020
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .
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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
Waterfield Technologies
OCTOBER 6, 2020
Setting the stage for accelerated growth Tulsa, Oklahoma – October 6, 2020 – Waterfield Technologies (WTI), a leading contact center software and systems integrator providing mission critical voice and conversational AI […]. The post Waterfield Technologies Welcomes Steve Kezirian as Chief Executive Officer appeared first on Waterfield Technologies.
Spearline
OCTOBER 6, 2020
CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. "World-class" NPS score - 79. Since the start of the year, we have been surveying our customers to find out how satisfied they are with us.
Win the Customer
OCTOBER 6, 2020
Being a boss is so much more than pouring over reports. Your responsibilities exceed just making schedules and conducting meetings. How you manage your people is a huge contributor to your success. . As a leader, your employees are your most valuable asset. They can make or break your career growth and achieve your goals. Encouraging them to succeed and helping them grow is a huge part of their development.
Integrity Solutions
OCTOBER 6, 2020
Why are some salespeople uniquely successful? Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers. Imagine what a difference it would make if you could increase the entire team’s ability to sell more and develop stronger customer relationships. As companies stare down some nerve-wracking business trends — widening revenue gaps, economic uncertainty, changes in buying patterns combined with the new dynamics of remote work
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.
VirtualPBX
OCTOBER 6, 2020
Some of our business customers approach us with analog phones that they want to use on our VoIP Phone Plans, which are digital in nature. This is entirely possible with an analog to digital phone converter. We typically recommend the Cisco SPA112 Analog Telephone Adapter (ATA). Customers can benefit from cost savings and simple plan setup when they choose to use their existing phones.
BlueOcean
OCTOBER 6, 2020
We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?
ConvergeOne
OCTOBER 6, 2020
In my last blog post, I covered some of the benefits of Wi-Fi 6. Now, you might be saying to yourself, "How can I get these great benefits for my wireless network?" As always, when we talk about new wireless technologies, we are talking about an upgrade of at least the radio hardware. This is due to the changes in how the radio signal is modulated and other requirements.
Merchants
OCTOBER 6, 2020
While work from home (WFH) has been an option for contact centres for many years, its utilisation has been sporadic and limited at best. The post Your WFH strategy needs to go beyond disaster recovery appeared first on Business Process Outsourcing Services | Merchants CX SA.
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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.
Creative Virtual
OCTOBER 6, 2020
By Chris Ezekiel, Founder & CEO. CX Day and Customer Service Week this year, like everything else, is held with the dark cloud of the pandemic hanging over us. Customer experience has always been a key competitive differentiator, and this has never been more apparent than this year. It’s a true saying that when the chips are down you find out who your true friends are.
Nicereply
OCTOBER 6, 2020
Evaluate what works and what doesn’t and couch your plans in reality; you’ll look forward with excitement rather than fear to the times you get to daydream. Annual planning, especially for support teams, can take a back seat to other, more pressing issues. When you’ve got a ton of tickets coming into the queue, your team needs to take vacations, and you have customer insights that you need to follow up on, it may feel overwhelming to take time out of your day to figure out how
NobelBiz
OCTOBER 6, 2020
As time goes by, the worldwide remote work experiment starts generating more and more data. In consequence, various industries seemed to have arrived at different conclusions when it comes to the work-from-home model. The latest news from the workforce market seems to point out that the contact center industry has settled for a clear model. Work-from-home Is Not for Everyone In some sort of a shock decision, at the end of September, JPMorgan called its employees back to the Madison Avenue offic
Win the Customer
OCTOBER 6, 2020
Major Tech Brands enter the Wearables Business… Every major tech company has come out with a smartwatch. Samsung has done it, so has Sony, and now, with the Apple Watch, the world’s mightiest tech company has also come up with one. The entry of major companies into the smartwatch business has been hard on first movers like Pebble that were funded through best practices crowdfunding on Kickstarter.
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!
IdeasUnlimited
OCTOBER 6, 2020
As the world collectively prays for a speedy recovery from COVID, business must go on. Maintaining quarterly performance and hitting quotas is more difficult than ever, but there is also a great opportunity for all of us to solve new challenges. We won’t bother you with stats and figures showing how the pandemic is wreaking havoc across our economic landscape (there’s enough of that on the internet already).
Win the Customer
OCTOBER 6, 2020
Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.
Cyara
OCTOBER 6, 2020
Happy Global CX Day from Cyara! On this, the first Tuesday of October, the CX community celebrates individuals, companies, and organizations that work hard to bring quality customer experience to their audiences. This year brought so many added challenges, so to celebrate CX Day, we’d like to shine a light on a few of our customers who’ve embraced the challenge of delivering superior CX throughout the many (thanks 2020!
JivoChat
OCTOBER 6, 2020
This year, Thanksgiving shopping will be different. 71% of shoppers will cut spending in anticipation of financial difficulties in the upcoming months. So in other words, discretionary spending will be minimal for many people across different income levels. They’ll look for cheaper alternatives to their repeat purchases, will prefer economy packs and rely on promotions and discounts on staples.
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
Cyara
OCTOBER 6, 2020
Happy Global CX Day from Cyara! On this, the first Tuesday of October, the CX community celebrates individuals, companies, and organizations that work hard to bring quality customer experience to their audiences. This year brought so many added challenges, so to celebrate CX Day, we’d like to shine a light on a few of our customers who’ve embraced the challenge of delivering superior CX throughout the many (thanks 2020!
inSided
OCTOBER 6, 2020
One of the most important things Customer Success teams do—and essentially, you could argue, their raison d'être— is to capture the myriad of signals customers give off in order to fully understand their success with a product (and therefore understand their likelihood of renewal).
Unymira
OCTOBER 6, 2020
I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to un-know it, so you can think like your reader—who wouldn’t be reading your KB article if they knew as much about the topic as you do.
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