Quality Contact Solutions
JANUARY 21, 2022
As your company grows, you want to ensure that your customers and clients get excellent customer service. The challenge is that you don’t have the means or bodies to create your in-house customer service team. Perhaps you’re considering an outsourced solution as an option but don’t know the difference between a contact center vs. call center.
Myra Golden Media
JANUARY 21, 2022
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?
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Uniphore
JANUARY 21, 2022
Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?
Help Scout
JANUARY 21, 2022
Discover 11 meaningful customer service metrics, learn how to choose the right measurements for your team, and view four example customer service reports.
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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.
aircall
JANUARY 21, 2022
In 2022, the days of the long sales lunch are coming to a close. After decades of technological innovation and two years of pandemic disruption, closing a deal today is about so much more than picking up the tab. . This is clearer now than ever, with 64% of sales leaders who transitioned to remote selling hitting or exceeding their revenue targets, compared to just 50% of those who didn’t. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Jon Arnold
JANUARY 21, 2022
As often happens, one thing leads to another, and that’s the story here. In short, the folks at ISI liked a recent article of mine on No Jitter about the “New Age of Voice”, and they wanted to amplify some of that messaging to their customer base. They put together a set of questions for me around that, and the result is this writeup, which is running now on their blog.
Uniphore
JANUARY 21, 2022
Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS).
Quadient
JANUARY 21, 2022
Four steps for improving insurance policyholder customer experience. Andrea Haughton. Fri, 01/21/2022 - 14:44. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. More than ever, companies are turning to personalized customer experiences to differentiate themselves and compete in challenging markets.
Uniphore
JANUARY 21, 2022
Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences. According to the National Center for Biotechnology Information (NCBI), between $100 and $300 billion of avoidable health care costs have been attributed to nonadherence in the U.S. annually, representing 3 to 10 percent of total U.S. healthcare cos
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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
Abby Connect
JANUARY 21, 2022
Professional receptionist do much more than just field calls. They’re highly trained in your business and customer service and can help you grow your business. Keep reading to learn more about live virtual receptionists, their features and benefits and what virtual receptionists do. Live Virtual Receptionist Features So, what do virtual receptionists do?
Quadient
JANUARY 21, 2022
How insurers can user personalized video to improve customer experience. Andrea Haughton. Fri, 01/21/2022 - 14:44. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. More than ever, companies are turning to personalized customer experiences to differentiate themselves and compete in challenging markets.
Help Scout
JANUARY 21, 2022
Get answers to your most challenging career or leadership questions in Help Scout's customer service advice column by Mat Patterson.
SmartKarrot
JANUARY 21, 2022
Role: Director of Customer Success Location: Remote, United States Organization: Twingate As a Director of Customer Success, you will hire a team of talented customer success managers and leaders. Build sustainable and scalable customer success systems to support both our high growth and enterprise customer base. Help set and track towards company-wide expansion, retention, and churn metrics.
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.
JustCall
JANUARY 21, 2022
Managing teams whether big or small has its own challenges. The biggest one especially with remote work is making sure that everyone is on the same page, this is especially true for sales and support teams. A cloud business phone system that brings together everything under the same roof can help streamline your operations. From business calls, sms, data, analytics, and coaching, you need to be able to get an eagle eye view of your sales and support to ensure your customers are not left in the l
SmartKarrot
JANUARY 21, 2022
What is the one thing CSMs (Customer Success Managers) love to do apart from retaining the existing customers? Reducing churn, of course, along with, perhaps, word-of-mouth referrals! All these CS objectives can be achieved only if you can fulfill your customers’ needs. One way to achieve your objectives is by providing top-class customer service. As a CSM, you would be proud of the way your team handles the customers or even how highly your product is regarded in the market.
CustomerSuccessBox
JANUARY 21, 2022
Upsell discussion happens when your product either delivers expected value or exceeds it. So obviously the focus of salespeople and the Customer Success Managers (CSMs) should be to help the customers achieve their desired outcomes. Wait, what’s an Upsell? An upsell is a technique used by, usually, the salespeople and/or CSMs to pitch to the customer to consider either purchasing an expensive product or upgrading to a more feature enhanced product.
SmartKarrot
JANUARY 21, 2022
For a project to be successful, it has to have a well-structured plan. It will be the foundation leading to the successful execution of the project. A clear plan/ roadmap provides the much-needed context and direction to achieve the product visions and goals. Several studies have pointed that ‘each year, thousands of projects fail due to lack of planning.
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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.
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