Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

ShepHyken

MAY 5, 2021

In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution.

Customer Service 379

Customer Service Management Customer Experience Customer Care 379

Myra Golden Media

MAY 5, 2021

Learn more! The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. De-escalation Academy is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final. .

Customer Service 177

Customer Service Customer Experience 177

Contact Center Pipeline

MAY 5, 2021

A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021. These stats and other key findings from our survey of more […].

Surveys 130

Surveys Management Analytics Contact Center 130

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.

GetFeedback

MAY 5, 2021

New Salesforce integration for feedback from digital channels and new GetFeedback app for Salesforce.

Feedback 147

Feedback 147

Call Journey

MAY 5, 2021

Melbourne, VIC, April 2021 – Call Journey, a leading global-provider of Interaction Analytics, announced today that it has successfully completed Type 2 Service Organization Control (SOC) II with the services of PWC, a leading international audit firm. This major milestone in security compliance cements Call Journey’s commitment to the level of trust and care it provides to customers across the globe.

Analytics 86

Analytics Technology Customer Experience Management 86

NICE inContact

MAY 5, 2021

Artificial intelligence (AI) is the latest buzzword in the business world. Organizations are looking to AI to do everything from automating help desk responses to speeding up the development of life-saving drugs. It's true that artificial intelligence has the potential to transform business processes and outcomes, but AI isn't the answer to all of life's problems and the technology needs to evolve a lot before it can identify a cure for cancer.

Contact Center 62

Contact Center Technology Management 62

Aspect

MAY 5, 2021

Earlier this month, the U.S. Supreme Court clarified the definition of an “Automated Telephone Dialing System (ATDS) in the landmark case Facebook v. Duguid. This is good news for Aspect customers conducting outbound engagement over voice and SMS as Aspect dialing systems do not utilize random or sequential number generators. Therefore, based on the Facebook decision , it does not appear that the Aspect dialing systems would meet the court’s definition of an ATDS for the p urpose of the TCPA.

Wireless 62

Wireless Consulting Consulting Technology 62

Jon Arnold

MAY 5, 2021

Subscribers got the May edition of JAA’s Communications and Collaboration Review around this time yesterday, and with that comes the latest Season 4 episode of our Watch This Space podcast. There are several ways to access and/or subscribe to our podcast, but the newsletter is primarily available via subscription, which is free. Links to that can be found on my website, and to make it easy, here you go.

65

65

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

Nuance

MAY 5, 2021

When Intel created World Password Day in 2013, it was a global reminder to change and strengthen the words, numbers, and special characters which secured our accounts and protected our identities. Eight years later, World Password Day reminds us that passwords are an archaic tool. It reminds us that passwords have become a commodity for [.] The post It’s time to forget passwords for good, and rethink World Password Day appeared first on What’s next.

Accountability 59

Accountability Enterprise 59

TMP Direct

MAY 5, 2021

The COVID-19 pandemic has been a wake-up call for everyone, but especially for caregivers, home health workers and senior living facilities. While no industry remains unscathed, the pandemic is hitting senior living and post-acute care providers particularly hard. However, they continue adapting to challenges, demonstrating remarkable resilience and dedication.

Management 52

Management 52

ChurnZero

MAY 5, 2021

ChurnZero Named 2021 SIIA Business Technology Product CODiE Award Finalist for Best Customer Success Solution. We are proud to announce that ChurnZero has been named a 2021 SIIA CODiE Award finalist in the Best Customer Success Management Solution category. Finalists represent the best products, technologies, and services in software, information and business technology.

Education 52

Education Consulting Consulting Technology 52

5CA

MAY 5, 2021

To some, it’s just a buzzword. But, at 5CA, we know CX is the heart and soul of all successful brands.

52

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

ConvergeOne

MAY 5, 2021

Microsoft has issued an Exchange Server Security Update on April 13, 2021 for companies with an on-premises deployment of Microsoft Exchange Server 2013, 2016 and 2019. This affects both on-premises and hybrid deployments of Exchange Online. Exchange Hybrid users are less affected. However, the FBI’s recommendation is to patch this vulnerability as soon as possible.

53

53

LiveVox

MAY 5, 2021

The post Criteria to Evaluate Cloud-Based Contact Center Software appeared first on Livevox.

Contact center software 52

Contact center software Contact Center 52

5CA

MAY 5, 2021

The post 5 reasons CX is the heart and soul of a successful brand appeared first on 5CA.

52

52

SmartKarrot

MAY 5, 2021

To know more about your potential customers, you need to keep your hands on the right kind of customer data. It will not only draw in sales but also set the tone for customer experience which will help you to stand out from your competition. To get the quality information of your customers for your company, you can safely rely on customer data enrichment to do the needful.

Upselling 10

Upselling B2B SaaS Sales 10

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

aircall

MAY 5, 2021

Cloud phone systems utilize VoIP (voice over internet protocol) technology to transmit calls over the internet. That sounds simple enough, and it all happens within seconds. These split second interactions are what actually determine your phone call quality. While it’s all pretty quick and straightforward on the front end, things are far from simple on the backend, especially when it comes to packet loss.

Wireless 62

Wireless voip Call Center CRM 62

SmartKarrot

MAY 5, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: ChartSpan Medical Technologies As a Vice President of Customer Success, you will provide guidance on and executes client retention strategy and multi-level client management processes. Contributes to company culture by providing radical candor and patient guidance to the Client Services team and fellow ChartSpan employees.

Engineering 10

Engineering Best practices Enterprise Management 10