TechSee

APRIL 21, 2021

Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

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Call Center Contact Center Self service call center solutions 136

ShepHyken

APRIL 21, 2021

Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By the way, if you’ve got an amazing – or horrific – customer service story, send it over.

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Customer Service Sales Customer Experience 380

Beyond Philosophy

APRIL 21, 2021

How to Build UNBREAKABLE Relationships With Your Customers. Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.

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Consulting Consulting Customer Experience Surveys 195

Myra Golden Media

APRIL 21, 2021

How a chat agent impressed me, and how your agents can do the same with your customers. Last week I had an inspiring chat discussion with my new auto insurance company. I loved that the chat agent was knowledgeable, courteous, and friendly. And that I hadn’t reached a useless chatbot telling me what the robot could not do. Two things stand out from my chat interaction, though the entire discussion was 5-star.

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Chatbots Customer Experience Customer Service 177

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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.

Callminer

APRIL 21, 2021

Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost.

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SoliCall

APRIL 21, 2021

Noise is always disturbing but in contact centers it might impact business since the revenue relies on business calls and if these calls suffer from low quality then the impact on business is immediate. In this post we will cover few ways to cancel noise in call centers and specifically in phone calls. Measuring the ambient noise in a call center. Prevention.

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Call Center Contact Center Technology 98

Education Services Group

APRIL 21, 2021

Stop! If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. If you’ve already devoured that and are ready for more, read on! Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. This phase of growth is all about erecting a structure on top of your CS foundation.

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Construction Journey mapping Customer retention Scripts 94

Jon Arnold

APRIL 21, 2021

Jeff Pulver is a long-time visionary, entrepreneur and community-builder in the communications technology space; especially around VoIP, which he had a direct hand in establishing as the successor to TDM. He keeps moving with the times, and PulveREDU is his latest venture. In short, he’s developed an accessible, affordable platform for learning and knowledge-sharing - think along the lines of The Learning Annex, but online.

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voip Education Technology 94

ChurnZero

APRIL 21, 2021

Where do you turn to for information? Customer Success is a growing industry, with more resources than ever before – but sometimes it can be hard to find the golden nuggets with the ever-increasing sea of content. Perhaps newsletters are a way of making sense of all the information that is out there by bringing some helpful resources right to your inbox.

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Management 94

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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

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aircall

APRIL 21, 2021

Nothing frustrates customers more than being passed around from one sales or support agent to the next having to repeat their concern over and over again. With the benefit of skill-based routing, you can leave that issue in the past. . There are a variety of ways to set up a phone system to route customer calls. Skill-based routing (SBR) is a feature of modern phone systems that will help improve your first-call resolution rates and ensure a good customer experience at every touch point. .

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Best practices Call Center Interactive Voice Response Automatic Callback 62

NICE inContact

APRIL 21, 2021

Call centers can be management-intensive, especially when they use outdated software. Antiquated call center technology can prevent you from meeting your CX goals, frustrate your agents, cause you to overrun your budget, and make the call center an internal punching bag. In short, it can really ruin your day!

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Call Center Technology Management 62

Avoxi

APRIL 21, 2021

Can Microsoft Teams Replace Legacy Phone Systems? Microsoft Teams has become one of the most popular collaboration technologies for business organizations. Its adoption rate spiked 70% amidst the height of the pandemic, as more and more companies sought a virtual chat and conferencing solution for their remote work environment. It was purpose-built to be a… The post Can Microsoft Teams Replace Legacy Phone Systems?

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Technology 62

Aspect

APRIL 21, 2021

Now that we’ve introduced the Aspect WFM Benefits Calculator , we want to zero in a bit on the key areas that impact your business: your people, your processes and the technologies deployed. The calculator is designed to place an estimated dollar amount on improvements to schedule adherence, occupancy rate, shrinkage rate and agent attrition ; so naturally, the first place to start is with your people. .

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Contact Center Schedule adherence Education Metrics 62

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

Playvox

APRIL 21, 2021

Not too long ago, many people believed that doing good in the world and succeeding in business were contradictory to one another. But now, what were once seen as mutually exclusive goals, are two harmonious pieces of the puzzle working in tandem.

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Customer Service 63

GetFeedback

APRIL 21, 2021

Simplifying CX YouTube series episode on how to battle shopping cart abandonment.

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Vistio

APRIL 21, 2021

Contact center metrics are certainly a valuable tool in assessing the efficiency and performance of your contact center but there are other, more subtle indicators of issues that are negatively affecting customer experience (CX) and they highlight the often-overlooked problem of bad process. The good news is that once you know what to look for, bad process is easy to identify and easy to fix.

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Contact Center Call Center Metrics Technology 52

Certified Languages International

APRIL 21, 2021

Source: Jakob Owens on Unsplash. In the language services industry, interpretation companies work with two kinds of interpreters: staff interpreters or freelance interpreters. Most interpreting companies work with both. At CLI, our model is based on working primarily with professional interpreters who are remote independent contractors, and we wouldn’t change it for a thing.

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Management 52

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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

Babelforce

APRIL 21, 2021

Employee turnover in customer service is a major challenge. And call center agents have a higher average voluntary turnover rate than any other job role. There are several things you can do to improve employee retention. Offering better pay and benefits will help, as will increasing career progression opportunities. But it’s also essential to support your agents in the work they do.

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Call Center Contact Center Interactive Voice Response CRM 52

Nuance

APRIL 21, 2021

Cybercrime, data breaches, and fraud have all been rising for years—but the pandemic has created even more opportunities for fraudsters. As social engineering, password-related attacks, and identity theft all skyrocket, fraud teams around the world are finding that their usual strategies for fraud prevention, detection, and investigation are no longer sufficient.

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Engineering Enterprise 52

Creative Virtual

APRIL 21, 2021

By Chris Ezekiel, Founder & CEO. In February ISG, a leading global technology research and advisory firm, published their ‘ISG Provider Lens Intelligent Automation – Solutions & Services’ report. In the report Mrinal Rai, Principal Analyst at ISG, evaluated 19 conversational AI vendors based on a set of market-driven criteria. The result of that evaluation placed Creative Virtual as the clear Leader in conversational AI , surpassing all other vendors with our competitive strengths.

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Virtual Agent Chatbots Technology Marketing 52

inSided

APRIL 21, 2021

A few years back, software company Thinkwise went from consultancy firm to license-based platform vendor. This is when they found themselves in a new customer engagement ecosystem, one that required new technology to deliver an optimal customer experience. We caught up with Moller Toma , Project and Community Manager, and Jeroen van den Belt , Senior Innovation Engineer, at Thinkwise, to find out how they implemented a new customer engagement model and how the Thinkwise Community continues to fu

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Engineering Consulting Consulting Technology 52

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!

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NobelBiz

APRIL 21, 2021

Steve Bederman joins Michael Ferree on the Leads Generation World Live Podcast to talk about the evolution from Call Center to Contact Center | Steve Bederman on Lead Generation World, how it will continue to evolve, and how companies can be successful with their inbound and outbound contact strategies. The post From Call Center to Contact Center | Steve Bederman on Lead Generation World appeared first on NobelBiz®.

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Call Center Contact Center 40

SmartKarrot

APRIL 21, 2021

The more you wish your customer base to grow, the higher you need to zoom in to productivity and time management. As a Customer Success Manager , you constantly juggle between relationship building, onboarding, upselling and strive to take the customer satisfaction score a notch up. In the beginning, it might seem like 24 hours aren’t enough on your watch.

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Time management Management Chief Customer Officer Upselling 10

NobelBiz

APRIL 21, 2021

Steve Bederman joins Michael Ferree on the Leads Generation World Live Podcast to talk about the SaaS industry, how it will continue to evolve, and how companies can be successful with their inbound and outbound contact strategies. The post Contact SaaS Industry | Steve Bederman on Lead Generation World appeared first on NobelBiz®.

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SaaS 40

SmartKarrot

APRIL 21, 2021

Role: Director of Customer Success Location: Remote, Greenville, SC, US Organization: CIMcloud by Website Pipeline As a Director of Customer Success, you will set the vision for Customer Operations and motivate a team of high performers to achieve their goals. Ensure having the right org chart with the right people in each seat. Ensure having scorecard metrics that tell an accurate and complete story of what is going on with customer operations (and all SaaS recurring revenue).

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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

Journey mapping

SharpenCX

APRIL 21, 2021

Discover might not come to mind like Chewy or Disney when you think about customer experiences with model behavior. They don’t have cute puppies or loveable cartoon characters attached to their brand, so it’s easier to fly under the radar. But Discover is certainly on ours. After my first interaction with the brand, I was instantly impressed at how little effort I had to dish out – that’s the pinnacle of a great customer service experience for me.

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Customer Service Self service Call Center Coaching 67

Tethr

APRIL 21, 2021

This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to episode four in our five-part learning series! In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. This episode will unpack the third key behavior discovered in our study: Why high performers don’t fear conflict, but instead, seize the opportunity to dig into objections. .

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B2C Sales Inbound sales B2B 67

JivoChat

APRIL 21, 2021

One downside of online shopping is that customer service isn’t as immediate or helpful as shoppers want it to be. The live chat tool is a solution to that problem, but with the proliferation of chat tools and their features, you might experience decision paralysis when trying to choose a chat tool for your website. In this article, we’ll explain what chat tools are, how to use them, and how they can benefit your business.

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