Fonolo

JUNE 15, 2021

The numbers are in, and the truth is out: the American workforce is pretty underwhelmed these days. Only 30% of American workforce says they’re engaged and inspired at work, with the other 70% identifying as ‘disengaged’ employees who do the bare minimum. For call center managers, this disparity is a big cause for concern. Call center managers who can’t discern an engaged call center employee from one who has their foot firmly out the door are at a big disadvantage.

Call Center 115

Call Center Contact Center Metrics Morale 115

ShepHyken

JUNE 15, 2021

Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. They discuss the value of omnichannel communication in the different stages of the customer journey.

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Multichannel Contact Center Customer Service Technology 380

Contact Center Pipeline

JUNE 15, 2021

Companies often exhibit a failure of imagination when implementing new technology. Leadership can readily imagine the power of the new tools but can’t extend that vision to the people who’ll use and derive value from the tools on a daily basis. They think you just get started and it will all work out (a.k.a. “good […].

Technology 147

Technology Analytics Contact Center Call Center 147

Peter Lavers

JUNE 15, 2021

I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace. In the interview I’m asked about how I became recognised as an ‘expert’, what I’m passionate about when it comes to customer experience, what the biggest challenges are, and what the future holds for CX. You can read the interview by clicking here.

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B2B Customer Experience Customer centricity CRM 130

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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.

Tethr

JUNE 15, 2021

Are your survey response rates way, way down ? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and you’re starting to feel more and more disconnected from your customers, you’re not alone. Fortunately, the customer feedback survey has seen some significant improvements in recent years, thanks to innovations in Voice of the Customer (VoC) analytics.

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Surveys Feedback Analytics Customer Experience 114

ppt solutions

JUNE 15, 2021

TULSA, OKLAHOMA, June 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Paula McKinnon as vice president of supplier management. In this role, she will oversee PPT Solutions’ relationships with the. The post Paula McKinnon Joins PPT Solutions as Vice President of Supplier Management appeared first on PPT Solutions.

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Management Customer Experience 98

VirtualPBX

JUNE 15, 2021

As part of the release of our Advanced Call Reports feature, we have created our new Advanced Call Reports Whitepaper that displays its capabilities in a helpful portable format you can easily share with members of your team. Advanced Call Reports lets our users reach beyond basic call logs by creating detailed reports that can be delivered automatically to their email inboxes on a repeating schedule.

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Call Logging Sales Customer Support Personalization 97

GetFeedback

JUNE 15, 2021

This guide will walk you through asking for, and then acting on, ecommerce customer feedback for your business.

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Feedback 109

Working Solutions

JUNE 15, 2021

As we move through 2021, a few Customer Experience trends are emerging as noteworthy. As CX specialists, we all know it’s crucial to the success of your business to stay on top of trends and learn new insights to keep your teams on the right track and your brand in the spotlight. Since the pandemic, […].

Customer Experience 95

Customer Experience 95

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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

Outsource Consultants

JUNE 15, 2021

Saint Louis Park, MN, June 15, 2021 – Outsource Consultants is honored to announce that we have been selected as one of the Minneapolis/St. Paul Business Journal’s 2021 Best Places to Work. “I think that people always associate big tech companies and flashy startups with great employee perks and culture, but there’s no reason you can’t do the same in a small business like ours,” says president and founder Corey Kotlarz.

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Consulting Consulting outsourcing Call Center 67

ConvergeOne

JUNE 15, 2021

We’ve been dialing 911 for emergencies since 1968. So 911 calling wouldn’t appear to be a hot topic among business and technology professionals today. But it is. New legal changes are coming, and leaders must plan to be compliant for their offices and remote workers. Some employees will return to the office, while others will continue to work from home.

Education 104

Education Enterprise Technology Personalization 104

NICE inContact

JUNE 15, 2021

Robotic process automation is one of many ways artificial intelligence can be used beneficially in contact centers. RPA can automate repetitive tasks, which makes agents' jobs more engaging, increases contact center capacity, and improves accuracy. Other AI solutions can yield similar benefits.

Contact Center 68

Contact Center 68

Uniphore

JUNE 15, 2021

Call Center Life. High Stress. High Stakes. It's All In A Day's Work. Your Call Center Is a Glass House. You’re listening to your customers on social media—and taking steps to improve their experience—but what about your customer service employees? Online, they’re screaming. From toxic interactions to unrealistic expectations, unhappy agents have made a glass house out of call center life.

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Call Center Contact Center Coaching Accountability 64

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

Inbenta

JUNE 15, 2021

Contents: What is the Partnership Program All About? How Can Your Business Partner With Inbenta? Who is Eligible as Inbenta’s Partner? What Are the Benefits of Becoming a Partner? What Do You Need to Do To Become A Partner? Over the past few years, Inbenta has been expanding and growing rapidly, much of it on its own account, but also, thanks to a few strong partnerships that we’ve built along the way.

Virtual Agent 64

Virtual Agent Enterprise Chatbots Accountability 64

CSM Magazine

JUNE 15, 2021

Step-By-Step Guide: How To Write A Brilliant Customer Service Essay. Customer service essays are quite unusual for educational institutions. However, some teachers still ask students to write about it. What does a customer service essay mean? The main goal of a customer service essay is to build strong relationships with customers. By creating such a custom paper , the writer wants to show how important clients are to him.

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Customer Service Education Customer Support Personalization 59

ChurnZero

JUNE 15, 2021

This is a guest blog post by Jeff Galowich, CEO of Blue Horizon Software. In a world seemingly obsessed with hyper-growth, this may sound like heresy, but when evaluating a B2B software-as-a-service (SaaS) company, the most important metric we look at is retention. This is the key component of what we call the “quality of revenue,” which focuses on the stability and predictability of a company’s underlying business fundamentals. .

Metrics 59

Metrics SaaS Upselling Surveys 59

Vistio

JUNE 15, 2021

A practical guide to performing a technology audit and what to look for when choosing the correct tech to improve contact center performance. A common misconception among contact center professionals is that poor customer service is the result of poor or insufficient customer service representative (CSR) technology. The reality is that delivering great customer service isn’t about using more technology; it’s about using the right technology that creates clear, simple, and unified processes for y

Technology 52

Technology Contact Center Morale Surveys 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

JivoChat

JUNE 15, 2021

One of the reasons Shopify is so popular is that it can be customized in a variety of ways, thanks to the availability of more than 4,200 apps. Many of those apps are free, or at least budget-friendly, and the majority of them have some type of trial offer. B2B and B2C users can use apps to improve their Shopify store experience, integrate Shopify with other tools they’re using, and streamline the online shopping experience.

Upselling 52

Upselling Analytics Sales Marketing 52

kommunicate

JUNE 15, 2021

Everyone who has ever dealt with chatbots knows that they are not fail-proof. A hybrid model works the best, where chatbots handle basic questions and escalate more severe issues to human agents. Ideally, in this era of self-serve customer service, you would want a lesser number of customer requests to pass on to humans. In [.]. The post How to Decrease Chatbot to Human Handoff Percentage appeared first on Kommunicate Blog.

Chatbots 52

Chatbots Customer Service 52

Quality Contact Solutions

JUNE 15, 2021

Having a great supervisor running your outsource telemarketing teams can make a massive impact on your business. Everything from lowering the attrition rates to company reputation can be affected by having a great supervisor. Below are some of the best practices to be a successful outsource telemarking supervisor.??. Communication: ? Communication skills are essential.

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Telemarketing outsourcing B2C Coaching 52

CSM Magazine

JUNE 15, 2021

Avtex, a TTEC Digital company, announced today the hiring of Brian Lannan as Vice President of Retail Experience. In his most recent role, Brian led the Guest Experience team at Target, where he was responsible for experience strategy and insights, guest-centric culture development, voice of guest, and brand and reputation insights. Brian joins Avtex with nearly fifteen years of retail experience developing and leading strategy, insights, and customer experience capabilities.

Consulting 52

Consulting Consulting Contact Center Marketing 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

LiveVox

JUNE 15, 2021

We create an estimated 1.1 trillion megabytes of data every day. That’s roughly 1.7 megabytes every second, and contact centers are sizable contributors to that sum. With its massive bodies of customer data, the call center is the ideal testing ground for new technologies that leverage customer intelligence to provide better service. And yet, many […].

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Contact Center Call Center Technology 52

Arbeit

JUNE 15, 2021

At Arbeit, fairness is one of our core brand values. It's something that is often brought up by brands, but its true meaning is discussed less frequently. We wanted to share what we believe to be the true meaning of fairness, so we asked our team to share specific examples of how they show fairness in the workplace.

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Real estate Sales Call Center 52

CustomerSuccessBox

JUNE 15, 2021

Renewals can be complicated. From business to business, different teams may handle renewals, or the renewal process may be different for each customer segment. Also because we all are at different stages and every organization is different, you can’t just take someone else’s playbook to be yours. Playbooks are your recipes of rules to follow. They summarize what to do in different scenarios like renewal and how to go about doing these things.

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SaaS B2B Best practices Customer Experience 52

24-7 InTouch

JUNE 15, 2021

Prioritizing metrics that matter most to your brand should not only be based on company culture and operational style, but also on today’s digital customers. As consumers change how they live, work, and purchase, brands’ customer service metrics need to adjust accordingly. . Customer Effort Score. Customer Effort Score (CES) is a critical metric, and has been increasingly growing in popularity as a core KPI.

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Customer effort Metrics Self service CRM 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

ClientSuccess

JUNE 15, 2021

If there is one lesson that SaaS organizations learned during the last year, the importance of a loyal customer base can not be overstated. During a year where many companies had to make complex strategic decisions, and new sales weren’t exactly flying in at a rapid pace, existing customer accounts helped keep the lights on. With so much focus on customer success departments, investing in specific technology platforms is a necessity.

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Upselling Accountability SaaS Metrics 52

TCN

JUNE 15, 2021

ST. GEORGE, Utah – June 15, 2021 – TCN, Inc., a global provider of a. The post TCN Named a Finalist in ContactCenterWorld’s 2021 Global Top Ranking Performers Awards for Best Technology Innovation Vendor: Live Agent Support Solution appeared first on TCN.

Technology 52

Technology 52

NobelBiz

JUNE 15, 2021

Small and medium-sized contact centers, in particular, may find this burdensome. So, what's the best way to close this gap? How can you deploy real-time communication across various channels without blowing your budget? Cloud technology, that's the easy answer! In that regard CPaaS is a cloud-based solution that allows you to integrate real-time communication techniques into your existing apps.

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Contact Center Technology contact center solutions Contact center software 45