ChaseData

OCTOBER 28, 2019

If you’re looking to ramp up call center productivity and agent efficiency this autumn, one of the best ways to do so is to increase automation in your facility. Call center automation can take many forms and can take the burden off the shoulders of your agents in many ways. Understanding how to best implement it - and the “treats” it stands to deliver to your center this Halloween season - can really make it clear just how important this factor is in your center’s success.

Call Center 40

Call Center Management 40

Andrew Mcfarland

OCTOBER 28, 2019

An article I read recently analyzed a concept called “net dollar retention” (NDR) and how some companies use it to get a sense for business health. The allure of a simple metric to gauge health is clear. However, if the.

Metrics 48

Metrics Best practices 48

Topdown

OCTOBER 28, 2019

There has been a continued focus on customer experience in the business world, and for good reason. Customer experience isn’t just a persistent buzzword, it has a real impact on your business. Like many concepts, customer experience (CX) is multifaceted.

Customer Experience 48

Customer Experience Personalization 48

Callminer

OCTOBER 28, 2019

At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate to expert level.

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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.

Steve DiGioia

OCTOBER 28, 2019

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?

Feedback 185

Feedback Customer Service Personalization Management 185

OrecX

OCTOBER 28, 2019

Speech analytics software is being used all over the contact center landscape, and not just by enterprises anymore. Auto-transcription and keyword spotting are enabling customer service teams to identify defecting customers, identify up-sell opportunities, collect meaningful competitive intelligence and more. None of this is really news, however, to professionals in the contact center space.

Analytics 67

Analytics Contact Center Customer retention Enterprise 67

Customercount

OCTOBER 28, 2019

This Cyber Security Awareness Month check out our top tops for making cyber security part of your daily routine both at home and in business. Continue reading → The post Cyber security: how prepared are you? appeared first on CustomerCount.

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bold360 Blog

OCTOBER 28, 2019

Subscribe via iTunes , Spotify and more. True or false? Culture and AI aren’t that connected. At first blush, you may think that AI doesn’t have many cultural aspects, that it’s all technology. Whereas AI is directly informed by our familial, regional, national, and historical cultures. I was so excited to talk with Davar Ardalan , Founder at IVOW AI , about AI-driven cultural content and why it’s such a relevant issue.

Chatbots 63

Chatbots Metrics Personalization Technology 63

NUSO

OCTOBER 28, 2019

Don’t Miss Out on New Revenue Streams and Better Customer Relationships. The secret is out. More SMB and enterprises are switching to VoIP and UCaaS systems for improved operations and better utility. Increasing customer awareness of cloud services along with flexible technology means skyrocketing adoption throughout different verticals.

voip 56

voip Enterprise Technology 56

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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.

Self service

Taylor Reach Group

OCTOBER 28, 2019

Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Strategic Assessment for a leading stock transfer organization. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We use a hands-on, holistic approach to assess the interaction experience and review all elements of the contact center.

Consulting 51

Consulting Consulting Contact Center Customer Experience 51

NICE inContact

OCTOBER 28, 2019

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had a personal interest in taking care of them.

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Interactive Voice Response Customer Service Technology Personalization 48

Aspect

OCTOBER 28, 2019

Last week was truly incredible at the Gartner Symposium | IT Xpo in Orlando. We had some wonderful conversations — A special thanks to everyone who stopped by our booth, attended our speaking session and visited with us last week. The Gartner event is always a highlight for Aspect. This year’s emphasis on technologies like “people-centric” automation and cognitive augmentation of customer-facing employees plays heavily to our strengths.

Contact Center 48

Contact Center Technology Customer Experience 48

Guru

OCTOBER 28, 2019

The leaves are turning, it’s finally #sweaterweather, and once we’re done getting spooky this Thursday, the winter holiday season will officially be upon us. As we gather with friends and family over the next few months, the spirit of sharing everything from favorite recipes to hotel rooms is unavoidable. Here at Guru, we think that spirit should extend to knowledge, too.

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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

Robert Davis

OCTOBER 28, 2019

By Bob Davis, Founder and CEO. Are you maximizing your marketing efforts and converting your inbound sales opportunities into sales? Want to improve your marketing ROI? Read more below and schedule a call! Increasing the close ratio on inbound sales of an established client three times over seems too good to be true, but that is just what we helped them do.

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Inbound sales Sales Coaching Marketing 48

JivoChat

OCTOBER 28, 2019

Running a successful eCommerce store is the goal of any online seller. Marketplaces like Amazon and Walmart have significant benefits, but there’s nothing like building your own Shopify store to tell your brand story and create the perfect customer journey. But, for your own webstore to be successful, you need customers and conversions. This is where 2-day delivery comes in.

Advertising 49

Advertising Feedback Sales Customer Service 49

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Social customer care (using social media platforms as customer service experience tools) can be amazingly effective way to build relationships with the your customers and bring significant benefits to your organization.

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45

Nuance

OCTOBER 28, 2019

We know from new research that just three diagnostic errors are the cause of almost 75% of patient harm—not to mention $1.8 billion in malpractice payouts—in the emergency department (ED): misdiagnosed cancers, vascular events, and infections. But what if there were a way to help improve the risk profile here? I recently had the opportunity […] The post Keeping key diagnostic drivers top of mind in the challenging emergency department environment appeared first on What’s next.

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Healthcare 44

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.

Contact Center

Working Solutions

OCTOBER 28, 2019

Working Solutions was named among the Best Places to Work in North Texas by the Dallas Business Journal this week, placing #11 from hundreds of nominations. Winning companies’ rankings were based on an indexed score created from employee responses to a survey conducted by Quantum Workplace. Upon accepting this honor, Working Solutions’ founder and chief […].

Surveys 40

Surveys outsourcing Call Center 40

Jon Arnold

OCTOBER 28, 2019

That’s title of my latest post with BCStrategies , where I’ve long been a BC Expert. Lots to discuss, and I hope you like it. It’s running now of the portal , and just sharing it here in case you haven’t seen it yet.

Contact Center 40

Contact Center 40

CSM Magazine

OCTOBER 28, 2019

We look to leaders for many things. We have expectations of behaviors that reflect vision, confidence, and decisiveness, to name a few. However, the most important trait leaders need to have which is frequently less emphasized is courage. To quote poet Maya Angelou, “Courage is the most important of all the virtues because without courage you can’t practice any other virtue consistently.” Courage hasn’t often been used to describe executive leaders or managers.

Morale 40

Morale Customer centricity Coaching Accountability 40

bold360 Blog

OCTOBER 28, 2019

There has been a litany of research over the last decade or so showing that the experience a company gives its customers is now more important than things that were traditionally most important, such as product quality and price. While that can be pretty hard to believe, it’s important for businesses to understand this. ?. Particularly compelling research shows that people are willing to spend more money with a company that makes it very easy for them to do business with.

Consulting 40

Consulting Consulting Metrics Customer Experience 40

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Quadient

OCTOBER 28, 2019

PDF bills and statements have been around for 26 years. But in 26 years, much has changed, and customer expectations have evolved. To meet these new expectations and stay ahead of the pack, companies must adapt to the new realities surrounding them.

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Personalization 40

Jon Arnold

OCTOBER 28, 2019

I’m constantly researching the cloud communications market, and my most recent focus has been on selling to SMBs. As I interview cloud providers, channel partners and end customers, trends emerge, and I’m going to address a few of them in this post. My perspectives are shared in various forums, including posts directly here on my blog. For this blog post, I’ll look at some approaches cloud providers are taking to have success in a crowded market where it’s hard to differentiate.

Healthcare 40

Healthcare voip APIs Scripts 40

CSM Magazine

OCTOBER 28, 2019

In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves. Despite businesses developing and releasing innovative and complex products, and the improved accessibility of top customer training LMS , the competitive business landscape has forced businesses to put all their focus on development and marketing.

Education 40

Education Upselling Customer retention Customer Support 40

iQor

OCTOBER 28, 2019

Long leads iQor’s Memphis logistics and product services center where they work with big name brands to reduce returns and repair products better than new.

Analytics 40

Analytics 40

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

Technology

Squelch

OCTOBER 28, 2019

The post Have a Bad Customer Experience Reputation? Own It (and Other Advice) appeared first on Squelch.

Customer Experience 40

Customer Experience 40

Dialer 360

OCTOBER 28, 2019

Various factors determine the success and failure of an outbound call campaign. However, there are some best practices that make an outbound call center more successful. So, an approaching campaign demands a thoughtful strategy. 1. Set Your End-Goals and KPIs. Before you kick off a campaign, you must set some clear, achievable, and explainable campaign objectives.

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Best practices Call Center Scripts Coaching 21

Language I/O

OCTOBER 28, 2019

Customer Support 40

Customer Support 40