Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .

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Contact Center Pipeline

NOVEMBER 11, 2021

I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company. Interconnect companies sold premise-based telecommunications systems to businesses and hooked them up to the Bell System operating companies.

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Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an

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Spearline

NOVEMBER 11, 2021

The increasing complexity of networking environments Network managers face the challenge of managing call quality in increasingly complex networking environments. The telecoms industry has undergone a fundamental transformation with the decline of traditional landlines and the rapid evolution of technologies. Smart devices, Voice over Internet Protocol (VoIP), the Internet of Things (IoT), 5G, and cloud communications offer new ways for people to talk.

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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.

Help Scout

NOVEMBER 11, 2021

Live chat metrics make it easy to understand how your team is performing and how your customers feel. Here are 14 to start measuring today.

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Cyara

NOVEMBER 11, 2021

Technology has opened doors for businesses that we would never have dreamed possible a few decades ago. The post-COVID world looks to be increasingly cloud-based. Companies are more driven by data insights than ever. And the ability to monitor and refine the customer experience has never been more precise. These abilities multiply what’s possible for businesses today, but they also create new layers of complexity and present new challenges.

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Avoxi

NOVEMBER 11, 2021

2021 SIP Trunk Pricing Guide: Rate Comparisons & Cost Reduction Tips Telecom is rarely simple, and SIP trunk pricing is no exception. But for telecom cost control, the juice is worth the squeeze! Optimizing SIP trunk rates and service costs is the fast, effective route to huge telecom savings. Equip yourself with the knowledge you… The post 2021 SIP Trunk Price Guide: Rate Comparisons & Cost Reduction Tips appeared first on AVOXI.

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Concentrix

NOVEMBER 11, 2021

See how a leading manufacturer embarked on a technology evolution journey to improve CX for today’s digital marketplace. The post Evolving Support to Grow with Customers appeared first on Concentrix.

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Toister Performance Solutions

NOVEMBER 11, 2021

The job search site, Indeed , ran baseball-themed commercials during the recent World Series broadcast. In this one featuring Los Angeles Dodgers pitcher, Max Scherzer, Scherzer uses baseball analogies to coach an applicant looking for a sales management position. What's struck me about these commercials is the strength of Indeed's brand promise: "We help people get jobs.

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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

Transparent BPO

NOVEMBER 11, 2021

Utah Business Annual Award Honors Business and Community Achievements Rockville, MD, November 11, 2021 — Alyssa Ott, Transparent BPO’s global director of human resources and engagement, is one of Utah Business Magazine’s ‘20 In Their 20s’ for 2021. The publication annually recognizes outstanding individuals in their 20s who are making an impact in their community and […].

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ConvergeOne

NOVEMBER 11, 2021

This week at Cisco’s annual partner conference, Cisco recognized ConvergeOne with a Global Award for Customer Experience Partner of the Year for rising to market shifts and demonstrating transformative thought leadership that ensures the highest level of customer success, expertise, and dedication as customers transition to subscription and XaaS buying models.

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CSM Magazine

NOVEMBER 11, 2021

Calabrio , the customer experience intelligence company, has appointed CJ Bernander as its new Chief Financial Officer, enabling Calabrio to continue to scale to meet the business and structural needs that accompany Calabrio’s rapid trajectory over the last several years. As CFO, Bernander will oversee global accounting, finance, treasury, tax and legal functions.

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Nicereply

NOVEMBER 11, 2021

For the last couple of weeks, we’ve been working on a very exciting update – a brand new Customer Happiness Benchmark page. What will this page bring to you? We created it with an idea that you might be curious about how well you’re doing in comparison to other companies. The goal of the Customer Happiness Benchmark page is to show the customer satisfaction performance of top companies using Nicereply and provide you with an objective view of your position in the customer service wor

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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

ClientSuccess

NOVEMBER 11, 2021

In Part 1 of the customer marketing series, we discussed how CSMs can advocate for their customers through customer success stories and reference programs. Through this kind of advocacy work, CSMs can help customers share their stories, thank them for their partnership, and leverage success as a sales tool. In addition to advocacy, another pillar of customer marketing is content.

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JivoChat

NOVEMBER 11, 2021

Discovering ways to improve productivity and optimize tasks in a company is an everyday challenge, right? When you learn how to create a workflow, it becomes easier to organize tasks, and reduce errors. . Your employees are going to benefit from this as well. They will be able to count on tools to allow them to keep track of their daily activities, create priorities, and avoid losing time with figuring out what they have to do. .

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Select VoiceCom Blog

NOVEMBER 11, 2021

The business process outsourcing (BPO) sector is one of the fastest-growing industries in the Philippines. With hundreds of established agencies settled in the country, its expected annual growth rate is around 7% to 9%, which is higher than the expected global growth. Thanks to this, the rapid rise of supply and demand comes off as […]. The post 10 Reasons Why the Philippines is the Top Outsourcing Destination in the Globe appeared first on Telemarketing & Call Centre Outsourcing in P

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kommunicate

NOVEMBER 11, 2021

WhatsApp Message Templates are specific message formats used by businesses to send notifications, alerts, and customer service messages to people who have opted in to receive WhatsApp messages. Appointment reminders, shipping information, issue resolutions, payment updates, and other information may be included. With Kommunicate, one can easily send out Rich WhatsApp notifications.

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Customer Service 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

Quiq

NOVEMBER 11, 2021

Share This Story Challenge. The company wanted an interactive and engaging way to recommend gift ideas for Valentine’s Day, as part of its overall digital campaign. In previous campaigns involving Facebook Messenger, the firm’s social managers and Sales Associates had been swamped by the need to manually respond to customers’ inquiries. Especially for such a premium brand, customers needed to feel that their questions and concerns were properly considered and promptly handled.

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Uniphore

NOVEMBER 11, 2021

Ravi Saraogi, Co-founder and President APAC, Uniphore and Loan Kiss, Sitdown Events. As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational efficiency, productivity and growth, business leaders are turning to technology to bridge the gap between rising customer demands and limited human resources.

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TCN

NOVEMBER 11, 2021

Planning for a best-case scenario is always the hope for any situation. That was the. The post Call Centers, Get 👏 Your 👏 Numbers 👏 Registered. Lives Depend on It. appeared first on TCN.

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LiveVox

NOVEMBER 11, 2021

November 11th is Veterans Day, a federal holiday set aside to remember the men and women who have served in the U.S. Armed Forces. A little bit of history about the date: On this day in 1918, the 11th hour of the 11th day of the 11th month marked the signing of the Armistice that […]. The post Veterans Day 2021: 11 Ways to Honor Those Who Served appeared first on Livevox.

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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

Uniphore

NOVEMBER 11, 2021

For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.

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Voiptime

NOVEMBER 11, 2021

If you’ve got 20 minutes to read this article, we guarantee the sustainability of your call center change management.

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Uniphore

NOVEMBER 11, 2021

Travel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX.

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Brad Cleveland Blog

NOVEMBER 11, 2021

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents. More serious implications can include employee turnover, lost customers, and a hit to your organization’s reputation and results.

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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

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base. Lead cross-functional initiatives driving NA customer success outcomes to improve the customer experience in each segment.

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Brad Cleveland Blog

NOVEMBER 11, 2021

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents. More serious implications can … Continue reading → The post The Pros and Cons of Virtual Queues appeared first on Brad Cleveland.

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Interactions

NOVEMBER 11, 2021

Conversational AI gives organizations the opportunity to create applications that customers use successfully and willingly. The key to achieving these goals is delivering an excellent user experience–which for conversational apps can be quite a challenge. . Every customer using these apps is already an expert because of their vast experience conversing with other humans.

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