Beyond Philosophy

DECEMBER 5, 2022

There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today. Before we get into that, I would like to start with our younger listeners by explaining that recessions are part of a normal economic cycle.

Banking 195

Banking Best practices Consulting Consulting 195

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. (Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with th

Customer Service 173

Customer Service Gamification Customer Support Customer centricity 173

kommunicate

DECEMBER 5, 2022

Last Updated on December 5, 2022 User Interface (UI) refers to the attributes that make an application, website, or software easily accessible to users. A great UI is a seamless blend of well-designed human-to-application interaction interwoven with good typography, organized screen layout, and appealing color schemes and graphics. Chatbot UI follows the same principles of [.].

Chatbots 98

Chatbots 98

delighted

DECEMBER 5, 2022

You don’t have to secure a large budget to run a strong customer experience (CX) program. Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). 1.

Surveys 90

Surveys Feedback Best practices APIs 90

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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.

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st

SaaS 87

SaaS Customer advocacy Feedback Enterprise 87

Cyara

DECEMBER 5, 2022

Software defects will occur, it’s just a fact of life. The key is to find and fix them as early in the development process as possible, so they don't cause problems for the customer experience (CX) later on. With a thorough and continuous approach to performance testing, you can do just that.

Customer Experience 67

Customer Experience Interactive Voice Response Contact Center 67

Voiptime

DECEMBER 5, 2022

Customer service plays the first role in establishing customer loyalty and retention, creating opportunities for up-sales and cross-sales, building customer-brand relationships, and empowering brand advocacy. By the way, excellent customer service is the weapon that is the main in overcoming competitors and there’s nothing to change this situation. Customer acquisition is a few times more expensive than customer retention, and this fact makes customer service teams put maximum effort in improvin

Customer Service 75

Customer Service Customer retention Sales Marketing 75

Global Response

DECEMBER 5, 2022

Nothing is more crucial to running an effective customer support system than managing rates and pricing. Without timely paychecks and worthwhile incentive systems for exceptional workers, employee motivation drops rapidly, and subsequently, call center attrition increases. Before establishing or revamping your call center, you first have to consider your pricing model and the functions of your call center.

Call Center 62

Call Center Multichannel outsourcing Contact Center 62

Topdown

DECEMBER 5, 2022

The economy operates on a balance of consumers and providers, buyers and sellers, if you will. This balance, though, shifts over time. For most of history, really, sellers held most of the power in this dynamic. In the past several decades, however, this power has started to shift into the hands of the buyer. This has come with a series of economic revolutions that typically mirror the relevant social dynamics as well.

Customer Experience 62

Customer Experience 62

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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

Concentrix

DECEMBER 5, 2022

Building surveys just got easier. Get the all-in-one benefit of intuitive DIY customization + best practices + programming expertise from a team of CX experts.

Surveys 62

Surveys Best practices 62

Tethr

DECEMBER 5, 2022

In part 2 of this blog series, Intelligent actions with Tethr, we'll uncover how to use conversation analytics to achieve better customer services outcomes.

Analytics 62

Analytics Customer Service 62

Concentrix

DECEMBER 5, 2022

Find out how adding messaging to your communication channels can improve customer satisfaction and the customer experience.

Customer Experience 62

Customer Experience 62

Tethr

DECEMBER 5, 2022

In part 1 of this blog series, Intelligent actions with Tethr, we'll uncover how to use conversation analytics to achieve better customer services outcomes.

Analytics 62

Analytics Customer Service 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

Nicereply

DECEMBER 5, 2022

A seasonal rush is about to begin. Plan your seasonal staffing well with the advice of our support experts. Seasonal hiring is a common practice in many industries. Whether it is for a special holiday, or for a time of year, many businesses experience volume fluctuations in their customer care needs. Staffing for these fluctuations is a difficult task.

Self service 52

Self service Education Finance outsourcing 52

Tethr

DECEMBER 5, 2022

In this blog on IVR data and customer loyalty, we discuss whether your reason codes are useful or if they're just clouding the waters.

Interactive Voice Response 62

Interactive Voice Response 62

Russel Lolacher

DECEMBER 5, 2022

In this episode of Relationships at Work, Russel chats with mental health advocate and motivational speaker James Pickles on his personal experience with the impacts of burnout at work on mental health – breaking down because if it and the journey to rebuild. . A few reasons why he is awesome – He’s the Executive Coach for James Pickles Coaching – helping his clients with clarity, conciseness, and confidence, an Associate Mindset Coach at Matthew Syed Consulting with a focus on growt

Coaching 52

Coaching Entertainment Sales Personalization 52

LiveVox

DECEMBER 5, 2022

Many companies rely on Salesforce to help their sales representatives manage customer accounts. Did you know it can integrate with our auto dialer software? The post Web-Based Software Auto Dialer Integrations: LiveVox and Salesforce appeared first on LiveVox.

Accountability 52

Accountability Sales Management 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

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. They are owned by Charter Communications, with headquarters in Stamford, Connecticut, U.S. Here we look at Spectrum’s customer service performance and contact details. Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive.

Customer Service 52

Customer Service Wireless Telecommunications Accountability 52

Playvox

DECEMBER 5, 2022

When it comes to call avoidance (or, more accurately these days, interaction avoidance ), you usually know it when you see it. Unless you don’t. . It’s easier than you think to misjudge an agent in an interaction, so I’ve assembled examples of interaction avoidance along with actions you should take when it occurs. We’ll also look at instances that are actually legitimate issues that an agent shouldn’t be penalized for.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

Vistio

DECEMBER 5, 2022

Watch to the full podcast here: ?. Or click here to just listen to the audio. ? ? ? ? ? ? ? ? ? ? ? ?. Let’s welcome Fred Stacey back to the podcast! Today we’re discussing the unique challenges related to the global nature of CX in addition to the improvements we’re seeing. We’re just always encouraged by the data which time and time again proves that positive agent experience directly correlates to high performance and profit growth.

Metrics 52

Metrics Customer Support Technology 52

JustCall

DECEMBER 5, 2022

Texting is one of the most significant communication channels for business. It enables business professionals to communicate with their customers on a more personal level. According to a Juniper Research study, 3.5 trillion business messages will be sent by 2023 compared to 2.5 trillion in 2019. Texting isn’t just for personal conversations anymore; it has become a crucial part of business communications.

Personalization 52

Personalization Best practices Customer Service 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

DMG Consulting

DECEMBER 5, 2022

Question: Predictive behavioral routing was mentioned in a recent “Ask a DMG Expert” answer. What is that? Answer: Predictive behavioral routing (PBR) technology matches customers with agents based on personality, communication style, emotional state, previous interactions, and more, to optimize conversations for both the customer and the organization.

Average Handle Time 48

Average Handle Time Analytics Self service CRM 48

Tethr

DECEMBER 5, 2022

Discover how Tethr powers the modern listening enterprise and makes surfacing insights easy.

Enterprise 62

Enterprise 62

Kapta Customer Success

DECEMBER 5, 2022

Key account management can be overwhelming if you don’t have a process and plan to keep you on track. There are so many tasks and elements to juggle and navigate each day, it sometimes feels like a miracle when you’ve completed even one thing you set out to accomplish in a given day.

Accountability 40

Accountability Management Coaching 40

Dialer 360

DECEMBER 5, 2022

The complexity of TCPA compliance and the increasingly strict CMS standards mean that maintaining compliant outreach must be top-of-mind for professionals selling Medicare and health insurance throughout the year. Medicare can be complex, but our handy checklist has everything you need to get ready to protect your business and improve the sales process.

Sales 26

Sales Marketing Outbound sales Scripts 26

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

DECEMBER 5, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director, Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals. Hire, enable, coach and develop your team of high-performing CSMs to align with individual, team, and company goals.

Coaching 19

Coaching Metrics Accountability Sales 19

Dialer 360

DECEMBER 5, 2022

A successful life insurance sales script can close more leads. It serves as a fallback in case you forget what information to give a prospective client. And when you’re attempting a difficult sale, it serves as your security system. In reality, a strong script can enable you to concentrate more on addressing your client. Life insurance is a cut-throat industry.

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Scripts Sales Call flow call center software 26

AWS Machine Learning

DECEMBER 5, 2022

Globally, there has been an accelerated shift toward frictionless digital user experiences. Whether it’s registering at a website, transacting online, or simply logging in to your bank account, organizations are actively trying to reduce the friction their customers experience while at the same time enhance their security, compliance, and fraud prevention measures.

Metrics 75

Metrics Best practices Banking APIs 75