OctopusTech

MARCH 11, 2022

A call center is a connecting link between consumers and suppliers who provide goods and services as they gather information, consult with consumers, and execute their orders. Let’s understand the difference between inbound vs outbound call centers. What do you mean by Inbound Call Center Services? Inbound call center services can be defined as a call center that is mainly responsible for incoming calls of existing customers of a business.

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ShepHyken

MARCH 11, 2022

This week we feature an article by my friend Donna Cutting, Founder and CEO of Red-Carpet Learning Systems, Inc. , and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. People quit their jobs in record numbers last year, and many of them never jumped back into the world of work.

Coaching 227

Coaching Personalization Customer Service Marketing 227

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Published on: March 11, 2022. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

Interactions

MARCH 11, 2022

There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Does it even matter what it’s called. Let’s take a step back. Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers.

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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.

COPC

MARCH 11, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas, COPC VP, in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies. Managing/leveraging outsourced service providers.

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Contact Center Customer Support outsourcing Marketing 85

Avoxi

MARCH 11, 2022

9 Signs Your Legacy Contact Center System Needs a Modern Update Missed calls, wasted time, and overspending are trademarks of traditional contact centers. Don't get stuck with a legacy call center system in the modern era! Here are 9 signs your legacy platform needs a modern update. Legacy vs. Modern Contact Center Platforms Technology… We… The post Modern vs.

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Contact Center Call Center Technology 62

Unymira

MARCH 11, 2022

Since March 2020, we have all witnessed a significant shift in face-to-face work from the office to the privacy of one's own home. This has not only advantages – cyber criminals also use this for their activities.

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Arbeit

MARCH 11, 2022

Whether you are already using digital channels or just thinking about it, it's never too late (or too early) to start teaching digital literacy to your team and the consumers you work with. The post 3 Ways To Spot A Scammer In Your Inbox appeared first on Arbeit -.

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kommunicate

MARCH 11, 2022

WhatsApp and Telegram are the biggest names when it comes to instant messengers. Both the messengers offer bot capabilities that businesses can leverage for their sales, marketing, or customer support functions. However, choosing between WhatsApp chatbots and Telegram bots is no mean feat. Both the instant messengers have proven their mettle in simplifying online interactions. [.].

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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

CSM Magazine

MARCH 11, 2022

Customer care and support is an integral part of any business including the gambling industry. In this article, we will look at how you can gain competitive advantage by improving your service. The emergence of online casino games has made it easier than ever to play and possibly win money. There are many online casinos that offer all kinds of games, from slots to roulette, which can be accessed through a phone or PC.

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Unymira

MARCH 11, 2022

Since March 2020, we have all witnessed a significant shift in face-to-face work from the office to the privacy of one's own home. This has not only advantages – cyber criminals also use this for their activities.

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CSM Magazine

MARCH 11, 2022

There is a continuum of success and failure with a subtle gradient that can be difficult to detect in the moment. You believe things are going well and progressing apace. But in reality, your business is stagnating and just on the cusp of decline. It can be hard to tell the difference between acceptable growth and near-stagnation because growth and change are often confused.

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LiveVox

MARCH 11, 2022

Successful companies know that revenue and employee performance don’t paint the full picture. The customer perspective makes or breaks a business. Especially in today’s digital world where customer feedback is public and easily accessible. Identifying and acting on the voice of the customer (VoC) is critical in growing a company. The post Voice of the Customer: What Is It and How To Find It appeared first on Livevox.

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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

3CLogic

MARCH 11, 2022

Just a few decades ago, artificial intelligence (AI) seemed relegated to the world of science fiction. But times have changed. We now know that AI isn’t synonymous with the lifelike robots depicted in TV shows, movies, and books — it actually enables many applications that benefit individuals and organizations alike. But when it comes to contact center artificial intelligence, it feels like so much potential has yet to be realized.

Contact Center 52

Contact Center Personalization Chatbots Technology 52

LiveVox

MARCH 11, 2022

Speed dialer technology automatically dials phone numbers from a preselected contact list. It helps boost call volume, reduce agent idle time, and increase ROI. It’s a game changer for your agents as it streamlines their outbound call process and reduces the need for them to search, dial, and record information. The post How To Use a Speed Dialer To Boost Productivity and Efficiency appeared first on Livevox.

Technology 52

Technology 52

CustomerSuccessBox

MARCH 11, 2022

“A transaction was made and your product was bought.” Wow! What satisfaction when the businesses witness that. But is that all your responsibility? No, not at all! You can’t retain them just with an excellent product but also need to build a healthy relationship that makes the customers loyal to you. Read on further about Customer Loyalty vs Customer Retention!

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DMG Consulting

MARCH 11, 2022

Question: What’s shrinkage and how should it be used in forecasting/scheduling? Answer: Shrinkage is a key performance indicator (KPI) that measures the percentage of time scheduled agents are not actively helping customers or available to handle an interaction. It includes all factors that negatively impact staffing requirements and/or the pool of available agent resources.

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Coaching Consulting Consulting Contact Center 48

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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

CustomerSuccessBox

MARCH 11, 2022

As Customer Success specialists, we often think of quarterly business reviews (QBRs) as the reviews we do with our own customers, when we summarize recent successes, outline future targets, and build our connections with key stakeholders. However, there is another form of QBR that is crucial to a Customer Success team’s success: the QBR of the Customer Success team itself.

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SmartKarrot

MARCH 11, 2022

When you research Google – CXO role to become obsolete, you will get approximately 3,66,000 results. However, if you ask me whether the Chief Experience Officer role will no longer exist in the future, I will say there are two faces of the coin. There is an ongoing debate in the B2B SaaS world whether there is a need for a CXO position. Let me put that to rest today.

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ChurnZero

MARCH 11, 2022

Writing, sending, and monitoring email is a non-stop grind for CSMs. You’re constantly either tackling incoming customer queries or firing off your own follow-ups. But thanks to email automation, you don’t have to stay chained to your inbox. Whether you’re a high-touch Customer Success team looking for automation in moderation, or a tech-touch team looking for more dynamic ways to personalize, email automation gives every message a human touch and every customer a white-glove experience.

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Best practices Personalization Benchmark Accountability 96

SmartKarrot

MARCH 11, 2022

For years B2B companies have relied on marketing qualified leads (MQLs) for executing their inbound sales funnel. MQLs are still being used as a way to determine prospective customers’ buying intent. But, over the past few years, a new concept is getting highlighted in the conversations of inbound marketing teams. The new buzzing term is product qualified leads (PQLs).

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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

Education Services Group

MARCH 11, 2022

For any company, having a clear sense of purpose comes with several upsides. Brand positives associated with currently relevant societal themes, and employee engagement and loyalty, are just two of many. But purpose can also cause confusion and have unintended negative effects in both those dimensions. Especially today, a company’s purpose is more publicly scrutinized – it needs to align with what it does – and since the public’s perception of companies can be ephemeral, a company’s purpos

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Personalization Automotive Best practices Education 52

SmartKarrot

MARCH 11, 2022

Role: Director of Customer Success Location: Remote, Washington, United States Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth. As a Trusted Advisor and Executive Sponsor, develop and maintain long-term relationships with stakeholders at your customers.

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