Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards.

Call Center 376

Call Center Technology Banking Contact Center 376

Contact Center Pipeline

FEBRUARY 23, 2021

Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example, at the beginning of 2020, our own research had overwhelmingly shown the importance of digital channels, particularly among younger demographics.

Contact Center 267

Contact Center Customer effort Customer Care Management 267

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S running on 2G or 3G networks (over 50% of the total devices), much is at stake.

Self service 109

Self service Wireless Contact Center Government 109

Russel Lolacher

FEBRUARY 23, 2021

Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. But upon further reading those same articles, I found the biggest reason they give to get rid of them was because they sucked.

Employee engagement 129

Employee engagement Surveys SaaS Personalization 129

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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.

HelpCrunch

FEBRUARY 23, 2021

Mobile app developers are feeling more and more enthusiastic about providing a seamless customer experience. What is the burning question for them in this context? Delivering timely help to a user. There are two teams [ … ]. The post What is In-App Support? appeared first on HelpCrunch blog.

Customer Experience 116

Customer Experience 116

TeamSupport

FEBRUARY 23, 2021

That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success. Monitoring the return on investment (ROI) for the customer is therefore a vital capability, and in the other direction, driving recurring revenues for your company. The CSA advises that Value Management functionality should also include: Deep churn analysis and reporting , Tracking and reporting on up-sell and cross-sell poten

B2B 78

B2B Upselling Customer Support Sales 78

SharpenCX

FEBRUARY 23, 2021

It’s been almost a year since the lockdown (I know that’s exactly what you wanted to hear). We’ve settled into new routines and grown accustomed to different office set-ups. We’ve also gotten used to grocery pick-up, DoorDash delivery, and online shopping. And, because of our improved relationship with technology, we expect these digital experiences everywhere.

outsourcing 67

outsourcing Customer Service Coaching Contact Center 67

OctopusTech

FEBRUARY 23, 2021

SMS and Email Customer Support Outsourcing has been the buzzword in the business circles for a long time now. It’s the best way to deal with your customer service needs efficiently. SMS and Email Customer Support is the backbone of an SMS infrastructure that allows users to send SMS from mobile devices. It makes it easy to stay in touch with customers through their phones.

Customer Support 62

Customer Support outsourcing Marketing Sales 62

delighted

FEBRUARY 23, 2021

In a world of innovation, automation makes life easier and helps scaling businesses thrive by taking routine tasks off of busy plates. That’s why we couldn’t wait to share our latest updates to Delighted’s Zapier integration ! With 7 new ways to merge your customer feedback program into existing workflows, manually syncing data and triggering surveys between project tools is a thing of the past.

Surveys 65

Surveys Feedback Call Center Metrics 65

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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

Jon Arnold

FEBRUARY 23, 2021

This is Part 2 in my look at how businesses need to be thinking about the emerging hybrid workplace model as we all cope with the pandemic. My prior post examined issues around return to office, and they’re quite different from those needed to support work from home. Workers are stuck in the middle here, and employers need to find a healthy balance between both settings.

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Strikedeck

FEBRUARY 23, 2021

Vincent Manlapaz, in an interview with Elaine Cobb shares her thoughts on what organizations can do today (during these unprecedented times) to manage change and meet customer expectations. The post Making an Impact During These Unprecedented Times (Part 1): Elaine Cobb, Vice President of Customer Success at Coveo first appeared on Strikedeck | Customer Success Platform.

Management 59

Management Customer advocacy SaaS Customer Experience 59

ShepHyken

FEBRUARY 23, 2021

Delivering an All-Inclusive Online CX. How Web Accessibility Creates a Better Customer Experience for Everyone. Shep Hyken interviews Rafi Glantz, Strategic Partnerships Manager of accessiBe. They discuss what web accessibility means and why it’s important for businesses to be more accessible. Top Takeaways: Web accessibility is required by the law for almost every business in the United States.

Morale 67

Morale Advertising Surveys Technology 67

LiveVox

FEBRUARY 23, 2021

The way call centers approach customer engagement has changed. Gone are the days when phone calls ruled the call center. Business text messaging has been on the rise. Maybe this seems counterintuitive, or maybe you’re still not convinced texting is a professional channel of communication. But, as the way customers prefer to communicate has changed, […].

Call Center 52

Call Center 52

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

Plantronics

FEBRUARY 23, 2021

For people working in a variety of industries, the confidentiality of day-to-day conversations is critically important. Meeting necessary security requirements during a time when so much of our work happens remotely has been a real concern for those working in areas such as finance, healthcare, government, and call centers that routinely handle sensitive information.

Finance 52

Finance Government Healthcare Call Center 52

JustCall

FEBRUARY 23, 2021

What happens when you combine the power of VoIP with the flexibility of automated integrations? Streamlined workflows, more queries handled, and more leads in the pipeline. VoIP integration with CRM is meant to suit the needs of both modern customers as well as the workplace of today. If you want to build versatile and customized workflows, you need to tap into VoIP integration for your business.

voip 52

voip CRM Analytics Metrics 52

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Others have had to accommodate rapid growth or downsizing caused by the Covid-19 pandemic. While the Covid storm still isn’t over, it’s more important than ever that small businesses create mindful, strategic approaches to customer service in 2021.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Nuance

FEBRUARY 23, 2021

The last year has given us no shortage of stressors. As a physician, I have seen firsthand the enormous toll that limited resources, high patient acuity, and uncertainty have taken on all of us. So much about life in healthcare has changed, from the ways in which we triage suspected COVID cases in the parking [.] The post How healthcare workers can overcome increased levels of stress and burnout appeared first on What’s next.

Healthcare 52

Healthcare 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

CSM Magazine

FEBRUARY 23, 2021

You aren’t the first and most definitely won’t be the last person who has dreams of moving to one of the world’s most famous cities. People have strived to move to the Big Apple – also known as New York City – for decades. While yes, NYC can be an amazing place to live especially as a young adult, there are many ways your time there can go awry if you aren’t completely prepared.

Personalization 52

Personalization 52

5CA

FEBRUARY 23, 2021

It’s never been more important to update your CX strategy for e-stores. Read our blog to learn the seven CX trends we predict will take off in 2021.

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CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic. Achieving 30% year-on-year sales growth, Calabrio International has welcomed more than 150 new customers, with the UK adding a third of those from a wide range of industries including many online challenger

Technology 52

Technology Cloud contact Telecommunications Analytics 52

ConvergeOne

FEBRUARY 23, 2021

In part one and part two of this blog series, we shared fourteen cybersecurity tips to prepare your organization for 2021. This blog post includes seven final tips to keep your organization safe in 2021. Cyber Tip 15: Avoid public Wi-Fi! When at the airport, hotel, coffee shop, or other public space, using free Wi-Fi opens you up to many possible threats.

Wireless 65

Wireless Banking Accountability Personalization 65

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

Plantronics

FEBRUARY 23, 2021

For people working in a variety of industries, the confidentiality of day-to-day conversations is critically important. Meeting necessary security requirements during a time when so much of our work happens remotely has been a real concern for those working in areas such as finance, healthcare, government, and call centers that routinely handle sensitive information.

Finance 40

Finance Government Healthcare Call Center 40

Contact Center Geek

FEBRUARY 23, 2021

Permalink

Call Center 62

Call Center 62

SmartKarrot

FEBRUARY 23, 2021

Role: VP, Sales and Customer Success – Remote Location: Remote, Beloit, WI, US Organization: Comply365 As a VP of Sales and Customer Success, you will be responsible for Demand Generation – be responsible for outbound funnel development efforts; lead the marketing team that supports content creation for demand generation work, website, and tradeshows.

Best practices 10

Best practices Engineering Accountability Sales 10

Fonolo

FEBRUARY 23, 2021

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center. That includes the front-end software that call center agents use to respond to serve customers and find answers.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

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

Spearline

FEBRUARY 23, 2021

When it comes to monitoring and tracking the entire line of communication between a company and its customers, network monitoring solutions are often thought to have all the bases covered. However, in our over 50 million test calls experience, we recognize this is not the case! Following this, here are some advantages for testing your numbers with us that you won't get by just monitoring your network.

Telecommunications 95

Telecommunications Benchmark industry standards Metrics 95

Nicereply

FEBRUARY 23, 2021

Staying on top of your customer satisfaction is a never-ending process, but if you keep measuring your performance and review the data, you should see a consistent improvement. As the well-known saying says – whatever gets measured gets managed. Unfortunately, we often forget to put those measurements to actual use. And without that, the entire exercise is futile.

Metrics 52

Metrics Feedback Surveys Finance 52

ChurnZero

FEBRUARY 23, 2021

Think customer health scores are only good for calculating renewal likelihood? Guess again. When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measur

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Metrics Benchmark Chief Customer Officer Accountability 80