Steve DiGioia
MAY 15, 2023
If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might be thinking, “But I’m the boss!
Callminer
MAY 15, 2023
From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.
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Beyond Philosophy
MAY 15, 2023
Every time I turn on the news, I hear about the potential of a recession. There seem to be so many conflicting opinions it reminds me of that old joke. ‘What happens when you put ten economists in a room? You’ll get 11 opinions.” Having lived through many recessions, I have seen time after time what happens. People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this lis
ShepHyken
MAY 15, 2023
Each week, I read many 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. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.
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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.
Cisco - Contact Center
MAY 15, 2023
May showers don’t just bring spring flowers. It is an important month for recognizing the diverse cultural heritages of various communities across the United States and the Americas and beyond.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Joe Rawlinson
MAY 15, 2023
Starting your own business can be an exciting and fulfilling experience. There are many factors to consider and important decisions to make when embarking on this journey. In this article, we will provide essential tips to help set the stage for a successful endeavor. Keep reading to learn more about essential business concepts and strategies that will help propel your business forward.
Cisco - Contact Center
MAY 15, 2023
Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?
LiveVox
MAY 15, 2023
As a contact center manager, you’re well aware of the challenges that come with managing a team of customer service representatives. One of the biggest challenges is finding ways to keep costs down while still delivering high-quality customer service. Agent attrition, hiring and training costs, and the need for expensive technologies to manage large volumes […] The post The AI Advantage: Generative AI From a Contact Center Manager’s Perspective (With Examples) appeared first on LiveV
JivoChat
MAY 15, 2023
Selling books online can be a very profitable business. The good news is that you can set up your own ecommerce website without investing lots of money in it. There is a big variety of business models to commercialize books, and you can choose the one that suits you best. It’s possible to sell only e-books, so you don’t have to worry about storing physical books, packing, and delivering them.
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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
AWS Machine Learning
MAY 15, 2023
Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from any document or image. To make it simpler to evaluate the capabilities of Amazon Textract, we have launched a new Bulk Document Uploader feature on the Amazon Textract console that enables you to quickly process your own set of documents without writing any code.
Cisco - Contact Center
MAY 15, 2023
In today’s multi-cloud environments, end-to-end observability isn’t just a luxury, it’s a necessity.
Eptica
MAY 15, 2023
Date: Monday, May 15, 2023 Author: Pauline Ashenden - Demand Generation Manager How can the Internet of Things improve customer service? Published on: May 15, 2023 Author: Pauline Ashenden - Demand Generation Manager Internet of Things sensors and smart devices have the potential to transform how organisations operate and interact with their customers.
Global Response
MAY 15, 2023
What do call center quality and your car have in common? One major factor: For many folks, maintenance is done completely ad hoc. Consider your car maintenance—if you’re like many, you ignore it completely until there’s an obvious issue, or a flashing red maintenance light alerts you to a problem. Rather than regularly checking oil levels and ensuring your tires are at the optimal pressure regularly, you probably simply wait for a warning light—or worse—to indicate you need to make a change.
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.
Anexa BPO
MAY 15, 2023
It remains increasingly important to create compelling experiences for customers and employees alike. Satisfied customers directly impact an organization’s bottom line in multiple ways, and creating a fulfilled employee pool has positive benefits far beyond their personal satisfaction. That said, challenges can arise when these same employees are dealing with customers that have unique or complex issues that fall outside the boundaries defined by the organization’s script or playbook.
Global Response
MAY 15, 2023
Amidst the Great Resignation, the rise of remote work, the ongoing US labor shortage, mass layoffs and more, the turbulent market is wreaking havoc on many businesses operations and staff stability. While a larger, more structural solution is necessary for the long-term, could outsourcing be the short-term solution businesses need for today’s problems?
Genroe
MAY 15, 2023
In terms of “best practice” should NPS be calculated based on the date a survey was sent or the date of the response -- it depends. The post NPS Surveys: Should you report based on “sent date” or “received date” appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
Vistio
MAY 15, 2023
Watch to the full podcast here: Or click here to just listen to the audio. Managing a contact center is no easy task. Any given contact center can take upwards of 1,000+ calls a day. Whether you’re a part of a BPO, an auto dealer, or in telecommunications, how exactly can you retain a mighty workforce to handle that kind of workload?
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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.
24-7 InTouch
MAY 15, 2023
BOGOTA, COLOMBIA – MAY 15, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won Gold for Best Employee Engagement Strategy at the Customer Experience Interaction Awards on May 11 in Cartagena, Colombia. The Best Employee Engagement Strategy award recognizes the success of recruitment, onboarding, learning and development, employee engagement, and health and well-being programs during the contact center’s first three and a half
CSM Magazine
MAY 15, 2023
In recent years, QR code scanners have become increasingly popular, and their impact on the retail industry is undeniable. These small square codes, consisting of black and white patterns, are being used by retailers to enhance customer experience, streamline operations, and boost sales. Let’s explore how QR code scanners online are revolutionizing the retail industry.
Hello Customer
MAY 15, 2023
When it comes to customer experience, no one is going to step in your shoes and do the work for you. Many experts have been sharing their vision on how to improve CX, but the most important people you should be listening to are your customers. So how do you get their input on a regular basis? By implementing a feedback loop! First of all, what is a feedback loop ?
CSM Magazine
MAY 15, 2023
Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. Healthcare is one of the fastest-growing industries. Ever since the global pandemic, this industry has seen numerous technological and medical advancements.
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!
Unymira
MAY 15, 2023
IT teams are currently facing challenges: On the one hand, they face high levels of stress due to scarce resources, and on the other hand, there is often a lack of internal support and visibility for their work. Standardization in the management of IT assets would help, but here the industry is only at the beginning (see also ITAM Forum Leadership Blog ).
CSM Magazine
MAY 15, 2023
Expanding a business internationally can be an exciting endeavor, but it also comes with a unique set of challenges. One of the most critical aspects to consider when venturing into new markets is ensuring compliance with local employment laws and regulations. This is where an employer of record services can play a vital role. In this article, we will explore the significance of an EOR in international expansion and highlight key considerations for businesses.
Avoxi
MAY 15, 2023
Compare VoIP service providers' features and pricing to choose the best one for your global business needs.
Cisco - Contact Center
MAY 15, 2023
Are you ready to jump in ?
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
Knowmax
MAY 15, 2023
The post 7 Call Center Stress Causes & Management Tips For CX Leaders appeared first on Knowmax.
Zappix
MAY 15, 2023
Zappix, a leading provider of Visual Self-Service solutions, has announced a partnership with ProcedureFlow, a recognized leader in process documentation and optimization. Together, the two companies will.
SmartKarrot
MAY 15, 2023
Role: Customer Success Representative Location: Austin, TX, United States Organization: OutboundEngine As a Customer Success Representative, you’ll make during the day with consumers at various stages of the customer life cycle will influence their businesses. As a customer success representative, your duties will include: proactively calling our customer base to arrange account overviews. answering consumer calls for general inquiries, troubleshooting, and technical support through numero
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