Transparent BPO

NOVEMBER 4, 2019

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester calls “utter stagnation.” The study found that the overall quality of customer experience in the U.S. grew by an anemic 0.4 points from 2018 to 2019 while 81 percent stayed the same, a

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LiveVox

NOVEMBER 4, 2019

Phasing out silos Traditionally, call centers have focused on either outbound or inbound business, or conducted outbound and inbound customer communication with largely siloed and unconnected systems. In one silo, outbound was focused on credit control and marketing, while in another silo, inbound was handling sales, customer service, and self-service.

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Serenova

NOVEMBER 4, 2019

For retail businesses, many of the people who shop with you this holiday season will interact with your contact center. For some customers, it may be their first purchase or interaction with your brand. So, the contact center customer experience (CX) you offer these seasonal buyers now will determine whether they become loyal fans who make additional purchases throughout the year—or are just another holiday memory.

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GetFeedback

NOVEMBER 4, 2019

Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. . In CustomerThink’s recent study on Customer Experience Success , they found that only one in four CX initiatives are “Winning,” which they define as “being able to connect the dots from the good work being done to benefits that sponsoring executives care about.”.

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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.

Customer Experience Matters

NOVEMBER 4, 2019

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.

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Avoxi

NOVEMBER 4, 2019

So you’re looking for a great USA virtual phone number provider for your business. Since you found this post, you probably already have an idea of what you’re looking for – and what you’re trying to avoid. Maybe you've been charged premium pricing for a VoIP number service that doesn’t deliver. Maybe you've tried cheap… The post Best USA Virtual Phone Number Providers appeared first on AVOXI.

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Spearline

NOVEMBER 4, 2019

Hello Nigeria! 68 countries and counting … Welcome Nigeria to Spearline Fixed Line Testing! We are pleased to announce that we have a fixed line certified and available for testing in Nigeria. We secured the line directly with one of the major telecoms carriers in Nigeria - Vodacom Nigeria. A wholly-owned subsidiary of the Vodacom Group, Vodacom Nigeria is a major provider of connectivity, hosted services, unified communications and IoT solutions.

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teleopti

NOVEMBER 4, 2019

Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philp, Product Manager at Teleopti, a Calabrio Company as industry statistics reveal four in every five contact centers are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. . According to recent research , 79.3% of professionals in the contact center industry are frustrated with their technology.

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C3Centricity

NOVEMBER 4, 2019

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no longer appreciated being interrupted in their daily lives, if they ever did!

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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

Surveys

GetFeedback

NOVEMBER 4, 2019

Four Voice of the Customer (VoC) trends for B2B businesses in 2019 that will teach you how to compete in CX with other brands in your industry.

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Alorica

NOVEMBER 4, 2019

Meet Samson, Director of Strategic Onboarding for Latin America and the Caribbean. When he’s not devouring paches (his favorite Guatemalan dish), he can be found painting gorgeous landscapes and making friends! Find out more about him in our latest #IAmAlorica video. [link]. Source.

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CSM Practice

NOVEMBER 4, 2019

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation. As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community.

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ClientSuccess

NOVEMBER 4, 2019

In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is necessary to move projects forward or overcome roadblocks throughout the customer journey. .

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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

Concentrix

NOVEMBER 4, 2019

Learn why you need to meet customers where they’re at. The post The Art of Customer Engagement in a Digital Age appeared first on Concentrix.

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ClientSuccess

NOVEMBER 4, 2019

In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is necessary to move projects forward or overcome roadblocks throughout the customer journey. .

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Vcaretec

NOVEMBER 4, 2019

It is not easy to run an operationally efficient call center. An efficient call center is one that delivers a high quality client experience. Consumers have a high expectation for quality support and customer service. Some corporations feel that a call center is a waste of financial resources. However, it is a necessity for any business that wants to thrive.

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Quiq

NOVEMBER 4, 2019

Share This Story. Your customers are already using their cell phone, computer, or tablet to browse your Shopify store. Why not give them the mobile experience they’ve come to expect. Quiq Messaging makes pre-sales support and post-sales service fast, convenient, and easy. Help customers find and select products all within a messaging conversation.

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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.

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Vcaretec

NOVEMBER 4, 2019

With the way that technology has reshaped the modern workplace environment, it wouldn’t be incorrect to state that it has also changed back office outsourcing dramatically. Temp agencies that were once all the rage have now stepped aside in favor of the gig economy. Further, part-time employees now prefer online staffing platforms. Additionally, contractors that used to be readily available are now often busy with long-term commitments.

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Quiq

NOVEMBER 4, 2019

Share This Story. Your customers are already using their cell phone, computer, or tablet to browse your Shopify store. Why not give them the mobile experience they’ve come to expect. Quiq Messaging makes pre-sales support and post-sales service fast, convenient, and easy. Help customers find and select products all within a messaging conversation.

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Hero Digital

NOVEMBER 4, 2019

Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights. Arun will evolve Hero Digital’s data & insights strategy and capabilities in service to the company’s commitment to creating meaningful customer experiences. He will lead data strategy for Hero’s most complex clients to uncover CX opportunities that unlock new value and drive client business results.

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Jon Arnold

NOVEMBER 4, 2019

Despite all the travel and new client work, I managed to get my share of writing done during October, and here are the highlights. While I have you, my November newsletter will be going out this week, and if you’re a subscriber, you’ll see some references there to my October writing highlights. Vonage Analyst Event - Quick Take and Pix , my blog, Oct. 31 Why Collaboration Value Should be Based on Outcomes, Not Technology , Toolbox.com, Oct. 29 Is the Balance of Power Shifting from UCaaS to CCaaS

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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!

Feedback

Infinity

NOVEMBER 4, 2019

At Infinity, we live and breathe call tracking. There isn’t a tick on a tracking pool mouse that we don’t know about. However, we know this isn’t the case for everyone. Since its inception in 2016, our contact form has been inundated with questions surrounding call tracking solutions, and how they can benefit businesses. When we implemented our live chat window, over on the right, earlier this year, the number of people wanting to know more only increased.

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ChaseData

NOVEMBER 4, 2019

Looking for quality assurance tips to make your call center the best it can be?

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UJET

NOVEMBER 4, 2019

The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform. However, since a full contact center rip-and-replace is not only time consuming, but expensive, many customer support organizations are still using more traditional contact center platforms. These systems rely on voice and IVR as the main forms of communication.

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Robert Davis

NOVEMBER 4, 2019

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Do your supervisors seem to be stuck at their computers answering emails, attending countless meetings, and handling a lot of administrative work, taking them away from coaching and developing their teams of 12, 15, 18, or more members? Do you have a time goal or a number goal for coaching and development activities but find they are just not being met consistently as a result of all these other tasks?

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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

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C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? Here’s a guide to the challenges and strategies of some of the best in the business. Tweet. Robert Howie. Managing Director, Growth at C Space. Robert Howie is Managing Director of growth at C Space, and previously led the Retail team. He was a co-founder of Palladium Group, a management consultancy, and the Chief Commercial Officer for the Balanced Scorecard, the world’s leading framework for strategy execution.

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bold360 Blog

NOVEMBER 4, 2019

Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively. Knowledge bases have been around for a while, but it seems many organizations are still struggling with how to catch up, build, connect, consolidate, manage, or even harness their knowledge bases to optimize and grow their bu

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ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Gypsy and Your Customers Expect Kindness by Chip Bell. (Forbes) Your customers are a lot like Gypsy in their expectation of kindness.

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