Spearline

APRIL 13, 2023

Do you ever find yourself struggling to hear clearly during important business calls? If so, you’re not alone! Let me share the most common reasons for quality issues and four ways that you can help your business to achieve improved audio quality through call quality testing. Read on for a better understanding of the importance of call quality and how to maintain the high-quality standards that your business requires to thrive.

Benchmark 52

Benchmark SaaS Enterprise Contact Center 52

Beyond Philosophy

APRIL 13, 2023

FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not doing them later. In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. I witnessed the ubiquity of FOMO while watching the latest Avatar movie.

Marketing 195

Marketing Accountability Education Management 195

Cisco - Contact Center

APRIL 13, 2023

As rail and mass transit operators are bouncing back from the global pandemic, they are also continuing along their digital transformation journey, looking to create a modern travel experience while… Read more on Cisco Blogs

Transportation 98

Transportation 98

AWS Machine Learning

APRIL 13, 2023

Amazon CodeWhisperer is an AI coding companion that helps improve developer productivity by generating code recommendations based on their comments in natural language and code in the integrated development environment (IDE). CodeWhisperer accelerates completion of coding tasks by reducing context-switches between the IDE and documentation or developer forums.

Scripts 90

Scripts Engineering Consulting Consulting 90

Advertisement

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

APRIL 13, 2023

For years now EVS and Cisco have been partnering together, pioneering innovative technologies that power the infrastructure needed for IP based LIVE production, and accelerating the move from… Read more on Cisco Blogs

Technology 97

Technology Entertainment 97

Cisco - Contact Center

APRIL 13, 2023

What do you do when you need to scale your data center infrastructure, but you don’t have time to manage additional hardware or budget for additional staff?

Management 98

Management 98

JivoChat

APRIL 13, 2023

If you use Twitter, getting to know the Twitter advanced search tool will help you to make the most of this platform, mainly for marketing purposes. With more than 360 million users , it’s possible to promote your business and reach your target audience through this social media network. The advanced search enables you to do accurate research, identify trends, what has been talked about on a specific topic, and much more.

Accountability 75

Accountability Marketing 75

Cisco - Contact Center

APRIL 13, 2023

When working with customers transitioning their traditional management to Cisco DNA Center, I often receive the question: Where are the alarms?

Management 98

Management 98

Transparent BPO

APRIL 13, 2023

A recent HFS Pulse Survey highlights several primary areas of concern for enterprises looking to outsource their operations: technological disruptions, work environment changes, economic volatility, and intense competition. Despite the ever-evolving remote business landscape, BPO providers have an opportunity to tackle enterprise concerns head-on and make a positive impact.

outsourcing 62

outsourcing Enterprise Surveys Technology 62

Advertisement

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

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Selling to the right type of customers makes everything better.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

Jon Arnold

APRIL 13, 2023

Enterprise Connect seems like a long time ago, but still plenty of buzz from what I can tell. If you follow my blog, you’ll know that I managed to post some photos just after the event, but have not had time since to write up my thoughts. In lieu of that, I’ve been part of four different interview spots related to Enterprise Connect - one podcast and three video segments.

Enterprise 59

Enterprise Management Contact Center 59

Comm100

APRIL 13, 2023

In today’s fast-paced world, customers demand quick and efficient service. They want to interact with businesses on their own terms and get their queries resolved as soon as possible. Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. This is where Comm100 Queue Management comes in, helping support teams to streamline their queueing process and enhance customer satisfaction.

Wait times 57

Wait times Management Customer Experience Customer Service 57

Concentrix

APRIL 13, 2023

See how upgrading to a unified text analytics strategy helped a financial services leader gain an easy, holistic CX journey view.

Analytics 62

Analytics 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

Working Solutions

APRIL 13, 2023

What is Cloud Financial Services? Cloud financial services refers to outsourcing monetary services through cloud-based platforms run by third-party providers. These types of services enable business process outsourcing (BPO) companies to offer clients a range of financial services, such as accounting, bookkeeping, tax preparation, payroll processing and analysis.

outsourcing 52

outsourcing Finance Business Process Outsourcing Customer Care 52

Hello Customer

APRIL 13, 2023

NPS (Net Promoter Score): what is it and how do you measure it? Happy customers recommend your brand to the people around them. Those recommendations directly influence your growth rates (earned growth) in a positive way. On the other hand, unhappy customers have a direct negative influence on your growth. The godfather of the Net Promoter Score , Fred Reichheld, developed the metric to easily measure customer loyalty and anticipate a company's growth.

Metrics 52

Metrics Surveys Feedback Customer Experience 52

Working Solutions

APRIL 13, 2023

Outsourcing call center operations is an important decision that should be assessed based on business needs and customer experience objectives. Generally, businesses outsource contact centers for a few key reasons – cost savings, scalability, and focus on core functions. The primary motivator for outsourcing contact center operations used to be saving money.

outsourcing 52

outsourcing Contact Center Call Center Customer Experience 52

24-7 InTouch

APRIL 13, 2023

IntouchCX delivers industry-leading customer care solutions that help brands retain customers by delivering efficient and personalized service. Our top-tier support is paired with streaming services to increase and maintain customer satisfaction. IntouchCX enabled our brand partner’s company to offer a cheaper promotion rate in order to retain eligible subscribers.

Customer Care 52

Customer Care Personalization Entertainment 52

Advertisement

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

Working Solutions

APRIL 13, 2023

How Can BPOs Support Businesses During Disaster Recovery Operations? Disaster can strike at anytime, anywhere, so how do you prepare for the unexpected? No one is immune, whether it be a natural disaster or a manmade chemical spill. Maybe it’s a global pandemic or a breakdown in cybersecurity.

outsourcing 52

outsourcing Call Center Customer Experience 52

Hello Customer

APRIL 13, 2023

NPS (Net Promoter Score): what is it and how do you measure it? Happy customers recommend your brand to the people around them. Those recommendations directly influence your growth rates (earned growth) in a positive way. On the other hand, unhappy customers have a direct negative influence on your growth. The godfather of the Net Promoter Score , Fred Reichheld, developed the metric to easily measure customer loyalty and anticipate a company's growth.

Metrics 52

Metrics Surveys Feedback Customer Experience 52

Working Solutions

APRIL 13, 2023

From a BPO standpoint, balancing tech and touch starts with investing in technologies such as AI, chatbots and automated processes that allow for greater scalability and optimize customer service operations.

Chatbots 52

Chatbots Technology Customer Service outsourcing 52

Nuance

APRIL 13, 2023

… Rethinking the agent experience, part 1: Boost agent efficiency Read More » The post Rethinking the agent experience, part 1: Boost agent efficiency appeared first on What’s next blog.

Coaching 52

Coaching Contact Center 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!

Feedback

Working Solutions

APRIL 13, 2023

What is Cloud Financial Services? Cloud financial services refers to outsourcing monetary services through cloud-based platforms run by third-party providers. These types of services enable business process outsourcing (BPO) companies to offer clients a range of financial services, such as accounting, bookkeeping, tax preparation, payroll processing and analysis.

outsourcing 52

outsourcing Finance Business Process Outsourcing Customer Care 52

CSM Magazine

APRIL 13, 2023

Effective debt collection is crucial to the success of any business that extends credit to its customers. The debt collection process can be time-consuming, complex, and emotionally charged. Customer service personnel who are responsible for debt collection must be equipped with essential skills to ensure that the process is carried out professionally, efficiently, and effectively.

Customer Service 52

Customer Service Accountability Management Personalization 52

Working Solutions

APRIL 13, 2023

Outsourcing call center operations is an important decision that should be assessed based on business needs and customer experience objectives. Generally, businesses outsource contact centers for a few key reasons – cost savings, scalability, and focus on core functions. The primary motivator for outsourcing contact center operations used to be saving money.

outsourcing 52

outsourcing Contact Center Call Center Customer Experience 52

CSM Magazine

APRIL 13, 2023

Excellent customer service is the backbone of any successful business, and it relies on a team of motivated, engaged, and well-coordinated professionals. Team bonding is essential to building a high-performing customer service team. In this article, we will discuss some engaging team-building ideas that can help customer service professionals bond, build trust, and improve collaboration.

Customer Service 52

Customer Service Morale 52

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

Working Solutions

APRIL 13, 2023

How Can BPOs Support Businesses During Disaster Recovery Operations? Disaster can strike at anytime, anywhere, so how do you prepare for the unexpected? No one is immune, whether it be a natural disaster or a manmade chemical spill. Maybe it’s a global pandemic or a breakdown in cybersecurity.

outsourcing 52

outsourcing Call Center Customer Experience 52

CSM Magazine

APRIL 13, 2023

Every organization encounters an ethically ambiguous situation that needs careful consideration at some point within its lifespan. This can be especially difficult if your employees need to gain the necessary knowledge to determine the right course of action. Online ethics training helps organizations by providing employees with the resources they need to make decisions rooted in ethical values.

Gamification 52

Gamification Accountability Feedback Technology 52

Working Solutions

APRIL 13, 2023

From a BPO standpoint, balancing tech and touch starts with investing in technologies such as AI, chatbots and automated processes that allow for greater scalability and optimize customer service operations.

Chatbots 52

Chatbots Technology Customer Service outsourcing 52