JustCall

NOVEMBER 23, 2022

The terms customer service and customer experience differ considerably despite being used interchangeably. In simple terms, customer service is one aspect of a comprehensive customer experience. Customer experience refers to a client’s journey with any business, from the primary awareness stage to post-purchase maintenance. On the other hand, a customer service is usually a single event when a client reaches out for service and help during this journey.

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ShepHyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve thought a lot about this over the years, lately I have been trying to make it even simpler for people to understand. To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work wi

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Jon Arnold

NOVEMBER 23, 2022

On Thursday, Dec. 1, Five9 is running the 2022 edition of their CX Summit Canada, and I’ve been brought back again to provide an overview of the contact center market. I’m part of a larger program running through the day - all of it virtual - and later, I’ll be joining an in-person reception in downtown Toronto. The Five9 folks will determine who can attend, and to find out more, here’s the registration link.

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Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.

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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.

AWS Machine Learning

NOVEMBER 23, 2022

This is a guest post by Stephen Carrad, Vice President at JP Morgan Chase & Co. JPMorgan & Chase Co. started its cloud journey four years ago, building the integrations required to deploy cloud-native applications into the cloud in a resilient and secure manner. In the first year, three applications tentatively dipped their toes into the cloud, and today, we have an ambitious cloud-first agenda.

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Netomi

NOVEMBER 23, 2022

Customer experience has become a critical differentiator for companies looking to stand out from the crowd. In today’s fast-paced and highly competitive business landscape, quality customer experience has become even more important. Customers have more choices and higher expectations than ever before. They want convenience, personalized service , and seamless interactions across multiple channels and touchpoints.

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Anexa BPO

NOVEMBER 23, 2022

The COVID-19 pandemic has forced many organizations to pivot to hybrid work models, combining in-person and remote work. While these models offer some benefits, they also present a number of challenges for leaders. In this blog, we will explore some of the key challenges and opportunities of hybrid work for leaders and discuss strategies for managing them effectively.

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Selmo

NOVEMBER 23, 2022

Key Call Center functions and Duties is to generate new sales and revenue while expanding the customer base. Read about the main functions of call centers and how they may bring value to many areas of your business.

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delighted

NOVEMBER 23, 2022

Employee feedback is an instrumental part of creating a feedback culture, which enables employees to understand exactly what they need to do to thrive in their role. When done right, providing continuous employee feedback can dramatically improve employee engagement – guaranteeing improved productivity and employee success. In this guide, we’ll take a closer look at what employee feedback is, why it’s important, and how to deliver positive, negative, or constructive feedback with examples, so th

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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

JustCall

NOVEMBER 23, 2022

Have you ever had that feeling that your business activities are not performing to expectations? Does this feeling exist especially in the case of sales and marketing? You might have to perform a sales and marketing gap analysis, if yes. A well-thought-out sales and marketing gap analysis eliminates all the guesswork that goes into optimizing team performance and allocating resources.

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Quality Contact Solutions

NOVEMBER 23, 2022

Thanksgiving is a perfect time to reflect on what we’re grateful for and to show appreciation. We wanted to know what our QCS team was thankful for; here’s what they said: “Family, friends, health, and my brothers and sisters in faith” – A.J. Windle, Dir. Of Client Engagement. “I am thankful for my faith and my family. Work related, I’m thankful for the great group of QCS people I have had the privilege of working with.” Darla Jorgenson, Accounting Manager. “I

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Accountability Sales Marketing Management 52

JustCall

NOVEMBER 23, 2022

As the name suggests, discovery calls lead to the discovery of a prospect. It is the first formal contact with them after they display an interest in your product or service. Sales discovery calls serve as an opportunity to get to know your prospects, qualify them, understand their pain points, and foster trust. The insights derived lay a solid foundation for a frictionless sales cycle.

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Advantage Communications

NOVEMBER 23, 2022

You’ve worked hard growing your business and customer service so that you can provide your clients with an excellent customer experience. But as your business grows, you're probably finding it harder and harder to keep up with the number of tickets.

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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

JustCall

NOVEMBER 23, 2022

Businesses should make all efforts to empower their sales team to live up to their potential and achieve their targets. It can be made possible through sales enablement. Here, we take a look at what sales enablement is, its importance, and what are the primary sales enablement KPIs to track. What is Sales Enablement? Sales enablement is a continuous, deliberate, and cross-functional process aiming to equip the sales team with the necessary resources to drive productivity and efficiency.

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Sales Upselling Revenue potential Coaching 52

Concentrix

NOVEMBER 23, 2022

A major sports league turns viewers into fans with a different kind of member experience.

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JustCall

NOVEMBER 23, 2022

A call center works on various metrics that determine its overall performance. Starting from staff productivity to the number of tickets solved per day and so on, each business needs call center reports for an accurate analysis of its daily tasks. Call center reporting comes as an amalgamation of factors that influence the performance, and thus revenue, of a call center or business.

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AWS Machine Learning

NOVEMBER 23, 2022

Amazon SageMaker Studio is a fully integrated development environment (IDE) for machine learning (ML) that enables data scientists and developers to perform every step of the ML workflow, from preparing data to building, training, tuning, and deploying models. Studio comes with built-in integration with Amazon EMR so that data scientists can interactively prepare data at petabyte scale using open-source frameworks such as Apache Spark, Hive, and300 Presto right from within Studio notebooks.

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Scripts APIs Engineering Sales 80

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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

JustCall

NOVEMBER 23, 2022

Introduction. In the words of the ancient Greek tragedian, Sophocles: “To speak much is one thing; to speak to the point another!”. His words hold relevance even today. Applying it to sales talk and scripts, salespeople who choose the right words and time them expertly are the ones who end up with the most customers. Strategizing well is one part of boosting your sales – using selling words and phrases adds that necessary bang to the whole pitch.

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AWS Machine Learning

NOVEMBER 23, 2022

Cardiovascular diseases (CVDs) are the number one cause of death globally: more people die each year from CVDs than from any other cause. The COVID-19 pandemic made organizations change healthcare delivery to reduce staff contact with sick people and the overall pressure on the healthcare system. This technology enables organizations to deliver telehealth solutions, which monitor and detect conditions that can put patient health at risk.

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Technology Healthcare APIs Management 74

JustCall

NOVEMBER 23, 2022

Call centers are a critical part of any customer-centric business. Whether you’re running a B2B or B2C business, you need to establish a line of communication with your customers to ensure smooth operations. Depending on the type and scale of business, call centers can have phone lines, chat platforms, or a combination of lines for a better user experience.

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ChurnZero

NOVEMBER 23, 2022

This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year. Except when it comes to customer engagement. There are five weeks between Thanksgiving and New Year’s.

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Upselling B2B Sales Management 98

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

JustCall

NOVEMBER 23, 2022

Call Transcription: All You Need to Know, and How to Transcribe. How many times have you gotten off a call and recalled the entire conversation word for word? Unless you have an eidetic memory, the possibility of this happening would be rather low. While you may remember some key highlights of the call, you might miss out on some crucial details! Your ability to recall would get murkier if you are a salesperson who hops on several calls in a day, talking about the same old but with different peo

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Scripts Sales Technology Personalization 52

Hodusoft

NOVEMBER 23, 2022

What is Hosted IP-PBX: A Complete Guide. A hosted IP PBX, or hosted PBX phone system, is an advanced phone service offered over the internet. It allows businesses to place and receive calls over the Internet. The thing that differentiates Hosted IP PBX from on-premises IP PBX is that a Hosted PBX system is managed and maintained on your VoIP provider’s server.

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JustCall

NOVEMBER 23, 2022

Research by the RAIN group emphasizes that cold calling still works. There is an 82% acceptance rate for sellers with a proactive outreach. Cold calling isn’t yet a thing of the past. It may be effort-driven, but when augmented with a smart approach, the right technology, and training, cold calling can give your business the edge it needs to improve its sales and conversions.

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Scripts Sales Marketing Feedback 52

TeamSupport

NOVEMBER 23, 2022

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy?

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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

JustCall

NOVEMBER 23, 2022

Sales representatives can potentially raise their conversion rate by as much as 70% simply by making a few more cold calls. Contrary to popular belief, cold calls aren’t obsolete or irrelevant yet. In fact, cold calls can potentially be the difference between a business that converts more and the one that doesn’t. A majority of the successful cold calls depend on a script that is well crafted and ticks all the boxes.

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SmartKarrot

NOVEMBER 23, 2022

Role: Director, Customer Success Location: Chicago, IL, USA (On-site) Organization: Flock Freight As a Director, Customer Success, you will spearhead the establishment of a group of Account Managers, Customer Success Team Leads, and Customer Success Managers that are well-versed in delivering stellar customer service within the logistics industry.

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Coaching industry standards Finance B2B 19

JustCall

NOVEMBER 23, 2022

Just as we get spam calls on our personal phones, businesses also struggle with unwanted calls. Call centers, especially, face this issue often. And as a business that thrives on maximum call time, spam calls can significantly cut down a call center’s productivity. Think about it. Spam calls cut into the time that could have been utilized in talking to customers or prospects.

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