Edify
FEBRUARY 24, 2021
Remote work is here to stay, so it’s vital to set up teams for long-term success. 2020 changed the world in so many ways, and many of those changes will have lasting impacts — including the explosion in e-commerce and the massive adoption of remote and home-based working practices.
ShepHyken
FEBRUARY 24, 2021
Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them focus on creating convenience and reducing friction for customers. But how about we look inside our organizations and the way we conduct business internally?
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Contact Center Pipeline
FEBRUARY 24, 2021
Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and AI are already making an impact within contact centers, but most of the 30-plus vendors I collaborate with are still trying to figure out how to best utilize their own […].
Fonolo
FEBRUARY 24, 2021
When you first start a business, everything is on you – from accounting to customer service to sales. However, as you grow your business, you can’t focus on everything internally. This is especially the case with customer service and customer care. Outsourcing customer service can potentially save your business money while allowing you to focus on other areas of the business.
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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.
TeleDirect
FEBRUARY 24, 2021
Imagine this: you run a busy doctor’s office. Your administrative staff spends much of their time working directly with patients in the office or filling records and reports. This makes it difficult to answer every phone call from patients looking to schedule appointments or needing information about their account at your office. The same problem can happen in a financial office, such as a bank or wealth management firm.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
FEBRUARY 24, 2021
Mike Hallowell, Executive Vice President of Sales with Outsource Consultants. Saint Louis Park, MN, February 17, 2021 – Mike Hallowell, a veteran of the call center and customer service industry, has joined Outsource Consultants as Executive Vice President of Sales. He brings over 30 years of experience to the sales division at Outsource Consultants, and will be a key to the ongoing evolution of client engagement and support.
NICE inContact
FEBRUARY 24, 2021
The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers.
aircall
FEBRUARY 24, 2021
Using the right tools is an essential part of improving sales efficiency. The only problem is that there is: An overabundance of sales software programs. An overwhelming amount of available customer data to make the right decision. The solution? . Take a page from the book of the most successful sales managers and companies—they’ve already tried and tested every technology available, and have developed proven methods for setting up tools and processes to run more efficient and effective sales pr
Alorica
FEBRUARY 24, 2021
The small South American country of Uruguay represents a modest BPO market with a unique set of advantages and challenges. These have been brought into sharp relief during the COVID-19 pandemic, as has the country’s long-held position as a resilient value play. “We don’t look at Uruguay as a cost play – this is a value and capability play,” says Chris Crowley, EVP and Chief Commercial Officer at.
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.
Guru
FEBRUARY 24, 2021
I never wanted to be an event planner, and yet, somehow, I’ve planned company events since the digital marketing startup for which I worked partnered with Facebook at the then-cool Ace Hotel (Facebook had just opened up their advertising API and the internet and our attention spans would never be the same). I’d always thought of events more as tactical work instead of strategy, approaching them as something closer to getting Thanksgiving Dinner on the table, piping hot, accounting for all dietar
ClientSuccess
FEBRUARY 24, 2021
Looking at the foundational or required skills of any CSM, ‘good listener’ is going to be on the list. Customers – especially those working with a SaaS vendor – are known to be extremely vocal about many things, good and bad alike. While good CSMs can listen to customers and get things done, great CSMs understand on a deep level what a customer is actually asking for and work with the customer to move forward.
VirtualPBX
FEBRUARY 24, 2021
In previous sections of our new e-book, Managing Remote Teams , we’ve discussed the overall remote work culture and the challenges of hiring an off-site team. Now in Chapter 3, we’re excited to talk about developing the ideal remote work environment for your staff members. Since our e-book addresses managers directly, what we have in this chapter is a look at internet security, work location, and the structure of the workday.
CSM Magazine
FEBRUARY 24, 2021
Having an effective online customer service strategy in place is essential to the growth of any business. Your customers are the core of your business and you need to ensure that you look after them well. Providing the best online customer service possible will help to show your customers that you care about their needs and value their business. In turn, this will improve your business reputation, helping you to expand your customer base and increase your profits in time.
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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.
AnswerConnect
FEBRUARY 24, 2021
With the Texas freeze, thousands of people have been without running water, power, or heat. The influx of calls to plumbers and other contractors is creating issues for small businesses. The post Answering the influx of calls during a crisis appeared first on AnswerConnect Blog.
LiveVox
FEBRUARY 24, 2021
Your call center is a place of opportunity. Customers reach out to your contact center for many reasons. They may need information, have a problem with their account, or need to pay a bill. No matter the reason they call, it is an opportunity to win repeat business. The service you provide in your contact […]. The post What is the Difference Between IVR and Virtual Agents?
Grupo Noa
FEBRUARY 24, 2021
Choosing a call center for direct response services keeps costs down while providing an. excellent solution for businesses that want to scale and increase revenue. Grupo Noa International provides 24×7×365 direct response inbound call centers support. service for your marketing campaigns on platforms including network and cable television, radio, newspapers, direct mailings and the online advertisements.
CSM Magazine
FEBRUARY 24, 2021
MetTel employees have been recognized for demonstrating superior billing-related customer service and going above and beyond for clients during the pandemic. MetTel , a digital transformation and communications leader, has announced that its employees have won two Stevie® Awards for Customer Service & Call Center Individual Categories in the 15th annual Stevie Awards for Sales & Customer Service.
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!
Sykes
FEBRUARY 24, 2021
Five years ago, we were easily amazed by automated IVRs that resolved relatively simple issues. We would. be dazzled by new technology that allows us to combine more than one customer contact channel. As those things happened, we saw the industry evolve almost in complete synergy across all continents. Although there may be a series of correlated factors, it stands without a doubt that things have changed, and this is just the beginning.
Grupo Noa
FEBRUARY 24, 2021
Choosing a call center for direct response services keeps costs down while providing an. excellent solution for businesses that want to scale and increase revenue. Grupo Noa International provides 24×7×365 direct response inbound call centers support. service for your marketing campaigns on platforms including network and cable television, radio, newspapers, direct mailings and the online advertisements.
CSM Magazine
FEBRUARY 24, 2021
Customer service is incredibly important. As the stage of a company which has the most direct contact with the final customer, it is key that customer service staff are properly trained and valued. Customer service has the potential to help customers with many different issues. Give Advice. The most valuable part of a customer service role is the ability to support clients.
inSided
FEBRUARY 24, 2021
It’s the year 2018. Gainsight has decided to find a new community vendor. This will be the third time since they launched the project in 2014. Yes, you read that right, it’s Gainsight’s third attempt at getting community right. The pressure is on to deliver. But not just for their own sake, for the sake of their customers, too. So when Gainsight approached us, we were delighted.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
CSM Magazine
FEBRUARY 24, 2021
If you are looking to build an effective website for your business, here are key tips to help your business website compete effectively in the online marketplace. Only by following certain rules of website creation can you create a good business website. The rules concern both the techniques for creating the actual structure and design of the website and for filling it with content.
Back Office Centers
FEBRUARY 24, 2021
2021 brings with it new challenges for businesses. The complexity of work operations is rising, but solutions are provided by technology, which is evolving at a fast rate. In the past, back office services were kept on the backburner as companies deemed them to be auxiliary. Not anymore though! Compliances, rules and policies are changing rapidly, especially due to new developments in the industry.
Knowmax
FEBRUARY 24, 2021
How to boost agent satisfaction & why you should?
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
SmartKarrot
FEBRUARY 24, 2021
Role: VP, Customer Success Location: New York, NY, US Organization: Spring Health As a VP of Customer Success, you will work alongside the CRO in formulating and executing on the high-level customer success strategy and plan required to ensure that the team exceeds its KPIs and the company exceeds its goals. Oversee a high-performing Partnership Success organization.
JivoChat
FEBRUARY 24, 2021
Shopify is a brilliant ecommerce platform that makes it easy to get your store online. But setting up your store is only the first step. You need customers. So, how do you start generating more sales, or even your first sale? We asked 22 Shopify store founders and marketing experts to share their best tips for getting more Shopify sales in 2021. We’ve broken out the top 20 tactics , but you can read the individual responses at the end of the post. 1.
SmartKarrot
FEBRUARY 24, 2021
“I am unsure if this product will help me.”. This is a response many sales professionals receive while trying to convert a customer over. Sometimes the customer’s needs may not fit the company offerings. This means the attempts to close the deal may not be in the right direction if the target is not set rightly. This is where customer fit comes into the picture.
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