Call Center Pros
OCTOBER 29, 2018
BPO, or Business Process Outsourcing, is a very attractive business management solution. Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. But why such a craze for the BPO? To answer the question, discover through this article the missions of a business process outsourcing and the benefits it offers for companies.
Ambs Call Center
OCTOBER 29, 2018
Doctors answering services have been around for a long time. But that doesn’t mean they’re obsolete. In fact, they may be more important now than ever before. Throughout this time the medical answering service has continued to evolve to meet healthcare providers’ needs and their patients’ expectations. With an emphasis on the personal touch, a patient answering service applies the latest technology to their service offerings so they can provide best-in-class service to their healthcare clients.
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ShepHyken
OCTOBER 29, 2018
Each week I read a number of 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. 4 Major Customer Service Faux Pas by Holger Reisinger . (Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue.
Callminer
OCTOBER 29, 2018
Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call.
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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.
Nextiva
OCTOBER 29, 2018
From mid-September to mid-October, Nextiva Cares partnered with Southwest Human Development for a children’s book drive. About Southwest Human Development Southwest Human Development is a non-profit organization focused on the first five years of a child’s life. These early years are the most critical for development. Southwest helps both children and their families with support, […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nextiva
OCTOBER 29, 2018
Any business that lacks a customer centric culture is well on their path to being irrelevant. But customer service statistics show that those that are customer-centric become profitable faster. In a recent Aragon Research Podcast, Nextiva’s CMO, Yaniv Masjedi, and Aragon Research founder and CEO, Jim Lundy, discuss this topic. They also discuss how […].
Customer Service Life
OCTOBER 29, 2018
This article was originally published on August 15, 2018 on CustomerThink as part of Jeremy’s regular advisor column. Click here to read the original post. I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways. Phone and video are live channels that use both spoken and nonverbal communication.
AskNicely
OCTOBER 29, 2018
We’ve all had this experience. You head into your gym, ready to crush your workout, and the weight machine you need is broken… still. Then the locker room is out of towels… again. Or perhaps you can’t get your cardio in because, as usual, all the treadmills are taken and there’s a line of people waiting. You wonder if other clubs might offer a better experience.
Altitude
OCTOBER 29, 2018
The need for customer engagement transformation is the reasoning behind Altitude Xchange events, a unique opportunity for Altitude customers and partners to share experiences with peers, network with industry experts and Altitude Top Management Team, and discover how Altitude can be an added value partner in understanding companies’ needs and help improve Customer Experience.
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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
FiveStars
OCTOBER 29, 2018
Small Business Saturday is not only a great way to come out on top of the Black Friday season—it’s also a way to build momentum in your community for local businesses well past the shopping holidays. What is Small Business Saturday? Small Business Saturday is a nationally recognized shopping day that encourages customers to shop […]. The post 4 Steps for a Successful Small Business Saturday appeared first on Fivestars Insights.
NICE inContact
OCTOBER 29, 2018
The world seems to be moving at breakneck speed. Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. I was met with a mix of giggles, and gasps.
Genroe
OCTOBER 29, 2018
Unless you’ve been living under a rock for the past few years you’ll know the importance of and explosion in growth of online reviews. In this post, I’ll share how to leverage your customer feedback and service recovery processes to reduce negative reviews and build positive reviews for your business. Lead by Google, but with […].
Connect
OCTOBER 29, 2018
We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening. These developments are part of the customer service digital transformation, and it’s important you find a way to make use of the best technologies available to improve customer experience and maximise efficiency.
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.
Avaya
OCTOBER 29, 2018
Avaya Engage is now just a few months away and teams across Avaya are working diligently to finalize the program for our many IAUG user group members. As part of the planning I am pumped to see the innovation that Avaya will be showcasing at this global event. It’s a unique opportunity to demonstrate impactful solutions that we’ve developed and implemented with several key customers.
Concentrix
OCTOBER 29, 2018
The post Buckle Up and Know Where You are Going and Why appeared first on Concentrix.
Genroe
OCTOBER 29, 2018
Unless you’ve been living under a rock for the past few years you’ll know the importance of and explosion in growth of online reviews. In this post, I’ll share how to leverage your customer feedback and service recovery processes to reduce negative reviews and build positive reviews for your business. Lead by Google, but with […].
Method:CRM
OCTOBER 29, 2018
Technology is changing the accounting industry. Many routine tasks can now be automated through accounting software, leaving accountants wondering what’s in store for their jobs. The answer is simple: they must expand their service offerings to deliver greater value to their clients. One way to achieve this is by combining accounting software with other business apps.
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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.
RapportBoost
OCTOBER 29, 2018
Hi everyone! Dani Apgar here from RapportBoost. I’m in New York visiting prospects yet wanted to share your RapportBoosting Tip #8 on Formal Language. . Informality often builds rapport. However, it is important for agents to communicate formally until the visitor breaks the ice. Mirror their level of formality and reading/writing levels. Remember, RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands.
Stratifyd
OCTOBER 29, 2018
Job description. Stratifyd is fundamentally changing the way brands analyze the voice of the consumer. By enabling real time visibility into what customers are saying, we reduce the time to value and allow brands to make business decisions quickly. Trophy Case: Our customer base is a who's who of globally recognized brands across numerous verticals.
Cincom
OCTOBER 29, 2018
Manufacturers spend a lot of time analyzing and mitigating risk. Much of this activity is aimed at the internal processes … Continue reading "Ten Risks Customers Face When Doing Business With You". The post Ten Risks Customers Face When Doing Business With You appeared first on Cincom Blog.
Dialer 360
OCTOBER 29, 2018
The time of the customer, where customer delight, new trend. These days are ends with a simple time of service of satisfaction. Usually, customer delight requires more interaction and best communication. Ultimately leads the best and happier customer in the long run. Customer delight doesn’t come without pessimists. Several argue that is more efficient to avoid poor service than to best service provider.
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!
Myra Golden Media
OCTOBER 29, 2018
If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final. 1.
Dialer 360
OCTOBER 29, 2018
Have you ever had a bad or worse customer experience? No matter you were put on hold forever. Deal with an incompetent representative, or continued to experience bad service. Because of unresolved issues, all common blunder in the customer service organizations. If the customer experience is less than your best business loses big, or it can be costly.
CSM Magazine
OCTOBER 29, 2018
AliBaba is the pinnacle of B2B ecommerce. AliExpress is its consumer market counterpart, where thousands of retailers sell goods in small quantities. Whether you’re an end user of products, a retailer, or a drop-shipping business, it should be noted there are some potential risks in buying from AliExpress. From the unpredictable quality of the products to issues such as wrong product shipping, defective goods, etc. – you may face some problems.
Dialer 360
OCTOBER 29, 2018
To get wisdom used that brand was it said it was. It’s no longer holds true. This is growing recognized and understood that in today’s world brand. This is not easy marketing confection, sustained via effective advertising. A brand isn’t what it says it is. Rather than it is about customer feels it is. Whereas the brand is what it does? For organizations operational practicing excellence.
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
Mindtouch
OCTOBER 29, 2018
LavaCon 2018, beating its own attendance record from LavaCon 2017 , focused on “Creating Content Experience Ecosystems.” As content professionals, we have to continue to transform our methods for both companies and consumers to experience value realization from our content. The tactics to achieve value realization can be tied to three major strategies with corresponding action items. 1.
Dialer 360
OCTOBER 29, 2018
You have blessed with the gift of gab, so you probably make pretty good contact center reps. Reps are the people that speak with if you call in your bank. They do everything from customer service to complaints make with telemarketing calls. Usually, call center jobs to fall into different categories. Most famous customer service like people you speak with if you have a problem with your cable.
VocalCom
OCTOBER 29, 2018
These days, customers have no problem remaining digitally connected to brands. Chatbots are at their service, social media is at their fingertips, and smartphones let them have it all wherever they go. However, just as some people claim that technology is robbing us of human connection, one might ask if the human touch is also disappearing in the customer-brand relationship.
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