OctopusTech
MARCH 27, 2023
As customer expectations continue to rise, companies are seeking to provide seamless customer experiences across all channels of communication. An omnichannel contact center is a crucial part of this effort, as it enables companies to communicate with customers across multiple channels, including phone, email, chat, social media, and more. What is an Omnichannel Contact Center?
ShepHyken
MARCH 27, 2023
Top Takeaways: Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. We now have technology that companies can apply quickly and cost-effectively to deliver the transformational experience customers have expected from the support industry for a long time. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot.
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Cisco - Contact Center
MARCH 27, 2023
The modern customer experience is fraught with friction: You speak to a customer representative, and they tell you one thing. You log into your digital account and see another.
Global Response
MARCH 27, 2023
Customer service matters—a lot. Besides being good for your bottom line (more on that below), 81% of marketers say their companies compete “mostly or completely on the basis of CX.” It’s a key differentiator, so improving your CX should be an ongoing focus and priority. However, that’s often easier said than done. How can you convince your organization to invest further in customer service, and what can you do to improve it effectively?
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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
MARCH 27, 2023
Improving Production Workflows and Providing Better Experiences for Fans I am delighted to share the details of this strategic project with Cisco and EI Towers as it represents a fundamental… Read more on Cisco Blogs
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Topdown
MARCH 27, 2023
The customer experience is one of the most important aspects of an organization. In some cases, the customer experience is even more important than the products being offered. This is especially the case in any service industry in which the customer experience essentially is the product. The sweeping acceleration into the digital era also plays a hand in this, bringing more levels of access to more people all across the nation and the globe.
Interactions
MARCH 27, 2023
Protecting customer PCI data is always a risk for contact centers, regardless of whether agents work in-center or remotely. However, with more agents working offsite, contact center PCI compliance becomes much harder to enforce. One of the biggest challenges lies in remote contact center agents taking credit card data over the phone. While agents must accept PCI telephone payments securely, remote work environments can be challenging to safeguard.
Injixo
MARCH 27, 2023
The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees. To quote Brad Cleveland, "WFM is about having the right number of people in the right places at the right times, doing the right things". That won’t happen unless you optimize the shifts of your employees.
Nicereply
MARCH 27, 2023
Learn how to set goals for your customer service team so you can retain more, churn less, increase loyalty, and drive greater customer satisfaction. The right goals for customer service can make or break your relationship with your customer. But, knowing that, regardless of the industry, every company has the need to meet customer expectations, can lead to ensuring you’re able to set customer service goals that matter.
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.
Creative Virtual
MARCH 27, 2023
By Björn Gülsdorff In the annals of KAUST (King Abdul University of Science and Technology), the 21 st of May 2020 is marked as the day of the soft launch of VITA (called KAI back then), the university’s VA (Virtual Assistant); knowledgeable in many things IT related. VITA asks for username or KAUST ID at the beginning, but lets you chat on even without that.
Balto
MARCH 27, 2023
Share on Twitter Share on Facebook Share on LinkedIn Share on Email Back in August 2022, the Conversation Excellence Lab published a report called “ How to Recession-Proof Your Contact Center, According to 360+ Executives ”. That summer, The World Bank announced that most countries were headed toward a recession. For contact centers, that potentially meant that lower revenue, fewer resources, and pressure to do more with less were on the horizon.
Vistio
MARCH 27, 2023
Watch to the full podcast here: Or click here to just listen to the audio. Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life. [ 9:18 – 10:19 ] Employee performance issues may alert us to the fact that they are going through some sort of a difficult situation.
CSM Magazine
MARCH 27, 2023
Microsoft recently announced the launch of Copilot, a new tool that is set to bring massive productivity gains for professionals across the globe using its Office 365 application suite. But – and granted the official launch never mentioned any features or capability directly related to customer experience (CX) – it got me thinking none-the-less, could this be the latest disruptive AI capability for our industry ?
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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.
Spearline
MARCH 27, 2023
(L-R) Luan Tran, CTO and Co-Founder of Cyara; Kevin Buckley, CEO and Co-Founder of Spearline; Alok Kulkarni, CEO and Co-Founder of Cyara; and Matthew Lawlor, CTO and Co-Founder of Spearline Strategic acquisition expands Cyara’s solutions for AI and cloud contact center migration assurance SILICON VALLEY, Calif. – March 27, 2023 – Cyara , the creator and leader of the Customer Experience (CX) Assurance category, today announced its acquisition of industry-leading global communication testing comp
CSM Magazine
MARCH 27, 2023
Employees are frequently required to work in surroundings that move quickly. This includes work in call centres, demanding corporate positions, and busy positions in restaurants. However, fast-paced can mean different things for different industries. For instance, the phrase is frequently used to conjure feelings of excitement in start-ups. It typically refers to the rate of work in service occupations (like restaurants).
LiveVox
MARCH 27, 2023
Procurement processes are an essential part of any business that involve the purchase of software or services from external sources. Traditionally, procurement processes involved a lot of manual tasks, including negotiating with suppliers, creating purchase orders, and tracking deliverables. Technology is shaking up the way businesses buy goods and services.
CSM Magazine
MARCH 27, 2023
Having a beautiful and well-designed wedding venue is important if you want to attract couples looking for the perfect place to tie the knot. However, even a stunning venue can be overshadowed by subpar service staff. The key to having successful events is having a team that pays attention to detail and makes sure that your guests’ experience is as pleasant and stress-free as possible.
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!
Creative Virtual
MARCH 27, 2023
By Björn Gülsdorff CCW is the “international conference and trade show for innovative customer dialogue”, which is a bit bulky a title, but much better than the original ”CallCenterWorld” which is no longer a good fit. Unfortunately, this is now easily confused with ContactCenterWorld, also called CCW. But I managed to get to the right event to support our German partner SOGEDES in matters related to Conversational AI.
Injixo
MARCH 27, 2023
The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees. To quote Brad Cleveland, "WFM is about having the right number of people in the right places at the right times, doing the right things". That won’t happen unless you optimize the shifts of your employees.
CSM Magazine
MARCH 27, 2023
Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market. With predictions of an uncertain economic environment, contact centres are more budget conscious.
ShepHyken
MARCH 27, 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. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base?
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Working Solutions
MARCH 27, 2023
The travel industry has undergone significant changes and the way customers approach travel has shifted as well.
JustCall
MARCH 27, 2023
Call drops are a significant pain in personal phone interactions. However, it leads to bigger issues when your phone keeps dropping calls in the middle of business communication. At best, you and your customer will be annoyed. At worst, you will lose a valuable customer or mess up your customer service metrics. Either way, it’s not a good sign if your phone call keeps dropping due to network or tech issues.
Kapta Customer Success
MARCH 27, 2023
The vast majority of B2B companies realize the importance of the Customer Success function to ensure customers receive value from your product by helping them achieve their goals for using your offering. This boosts retention, lifetime customer value, and revenue.
JustCall
MARCH 27, 2023
Customers demand rapid and efficient responses to their inquiries in today’s fast-paced digital environment. To satisfy these expectations, asynchronous messaging in customer care has developed as a popular alternative. This blog will go over the asynchronous messaging definition and discuss its benefits, common channels, best practices, obstacles, and how it improves the user experience.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Cyara
MARCH 27, 2023
Bringing Unparalleled Expertise to Customer Experience Assurance
JustCall
MARCH 27, 2023
Introduction As you scale your business up, you need to think about the communications technologies that you deploy for customer-centric operations. Cost-effectiveness and efficiency are the most important considerations you can prioritize for this purpose – and this makes VoIP (Voice over Internet Protocol) the most suitable solution. Understanding VoIP VoIP is a simple concept that uses the internet to place a call by breaking it up into “packages” of data transmitted over the internet and del
Playvox
MARCH 27, 2023
Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations. Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot.
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