Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

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C3Centricity

MAY 16, 2023

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. I, therefore, thought it would be useful to share the topics my clients ask me about most frequently and my responses to them. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below.

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Customer centricity Sales Marketing 90

Cisco - Contact Center

MAY 16, 2023

If you were at RSAC in April, you heard Cisco unveil its unique extended detection and response (XDR) approach rooted in principles which take the attack to the attackers.

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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

MAY 16, 2023

Today we are excited to announce that Together Computer’s GPT-NeoXT-Chat-Base-20B language foundation model is available for customers using Amazon SageMaker JumpStart. GPT-NeoXT-Chat-Base-20B is an open-source model to build conversational bots. You can easily try out this model and use it with JumpStart. JumpStart is the machine learning (ML) hub of Amazon SageMaker that provides access to foundation models in addition to built-in algorithms and end-to-end solution templates to help you quickl

Chatbots 91

Chatbots Scripts APIs Feedback 91

ConvergeOne

MAY 16, 2023

Small- and medium-sized organizations face significant challenges when it comes to the evaluation and acquisition of the right technology in alignment with overall corporate goals. Proper training, deployment, and ongoing maintenance of next-generation security tools can be negatively impacted with potentially disastrous results. It is also difficult for companies to stay knowledgeable about the evolving cyber security landscape and up to date on new and evolving cyber threats.

Technology 89

Technology Management 89

Comm100

MAY 16, 2023

One of the biggest challenges colleges and universities face today has nothing to do with education itself — it’s cybersecurity. Hackers now look for vulnerable institutions to tap into a wealth of data and the numbers support this worrying trend. According to Check Point’s 2023 report , education and research continues to be the most targeted sector for cyberattacks, so choosing a secure live chat software is essential.

Education 76

Education Chatbots Engineering Banking 76

Helpware

MAY 16, 2023

The workplace dynamic is constantly evolving, and building a culture that promotes high performance can mean the difference between success and failure. It's not easy, but transforming the company culture is worth the effort. It requires leaders who are dedicated, resilient, and willing to commit to the long haul. Bringing about change begins with knowing which steps to take and what goals you want to achieve.

Management 76

Management 76

Tethr

MAY 16, 2023

Discover how AI-driven, real-time call analytics assist contact center agents, improve supervisor monitoring, and boost overall business performance.

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Contact Center Analytics 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

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Avoxi

MAY 16, 2023

Thinking of a SIP trunk solution? Get our free checklist to ensure you hire the right provider for your unique business requirements.

Contact Center 62

Contact Center 62

AnswerConnect

MAY 16, 2023

Learn how businesses can be more sustainable and get tips to reduce waste, choose sustainable materials and embrace energy-efficiency. The post 12 ways to stand behind your commitment to sustainability as a small business appeared first on AnswerConnect Blog.

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CSM Magazine

MAY 16, 2023

Business outsourcing provider Sigma Connected has been named as one of the UK’s top employers in this year’s prestigious The Sunday Times Best Places to Work survey. Sigma Connected, which provides customer contact services for the utilities, financial, telecommunications and retail sectors, has been accredited in this year’s list within the Best Big Company category.

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outsourcing Business Process Outsourcing Telecommunications Government 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

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Contact Center Customer Service Interactive Voice Response contact center solutions 52

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

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. For fintech companies in particular, quality Business to Business (B2B) customer support is crucial as it provides an opportunity for them to differentiate themselves from traditional bricks-and-mortar financial institutions.

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B2B Customer Support outsourcing Customer centricity 52

Cisco - Contact Center

MAY 16, 2023

I am not a natural athlete. Writing code and trying to understand why it inevitably doesn’t work has been my preferred activity since I was a teenager.

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CSM Magazine

MAY 16, 2023

How Deel brings customer support team in-house and elevates customer experience. It’s been a whirlwind year since I joined Deel at the start of 2022. As Global Head of Support and Services, I lead our growing customer experience team and have had the privilege of witnessing first-hand the explosive growth of the company – e.g. from $57M ARR to 295M ARR within a year!

Customer Experience 52

Customer Experience outsourcing Feedback Education 52

Cisco - Contact Center

MAY 16, 2023

Our customers are the heart and soul of everything we do at Cisco and each one of them has an interesting story to tell!

Customer advocacy 52

Customer advocacy 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

MAY 16, 2023

This Mental Health Awareness Week (15 – 19 May) Samaritans is marking the milestone of having equipped over 1,500 people in responding to vulnerable customers in the last year alone. Samaritans, the charity that provides emotional support 24/7, provides a range of courses through Samaritans Training and Engagement Programmes (STEP). Increasingly, customer-facing staff are on the frontline in responding to vulnerable customers.

Management 52

Management Customer Service 52

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities. Contact centers around the globe started experimenting with it to address the challenges posed by the pandemic.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Sabio – the digital customer experience (CX) transformation specialist which has offices in London, Bristol, Manchester and Glasgow – unveiled its new Interaction Analytics Proof of Value (PoV) offering today which combines advanced analytics technology with its expert consultancy services.

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Analytics Consulting Consulting Customer centricity 52

Voiptime

MAY 16, 2023

Have you ever called the customer support center? If yes, you know how it sometimes happens when the operators are too busy to handle all the customer calls, and you have to wait for a response in a call queue (phone queue or call center queue in other words).

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Best practices Management Call Center Customer Support 40

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

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. You want a partnership: a team of agents and managers that you would have been happy to hire. They not only answer calls and questions, but engage your customers in friendly conversation, enthusiastically representing your brand values. If this sounds far from what you’ve experienced, you may wonder if it’s even possible to have this type of outsourcing solution.

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Contact Center outsourcing Management Sales 52

Knowmax

MAY 16, 2023

The post Top 15 Customer Support Statistics In 2023 appeared first on Knowmax.

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Customer Support Customer Experience 52

CSM Magazine

MAY 16, 2023

In this article, we will explore some examples of goodwill gestures that businesses can use to show appreciation to their customers. Here are our top ten goodwill gestures for happier customers: Offering a discount on their next purchase Providing a free sample of a new product or service Sending a handwritten thank-you note or card Offering a complimentary upgrade or additional service Providing a free gift with purchase Extending the return or exchange period for a product Offering free shippi

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Customer centricity Personalization Customer Service 52

SmartKarrot

MAY 16, 2023

Role: Customer Success Manager Location: Rockville, MD, United States (Remote) Organization: CloudBolt Software As a Customer Success Manager, you’ll work with clients to guarantee overall CloudBolt success by guiding them through the onboarding process and customer journey and ensuring their complete adoption and satisfaction. Work cross-functionally with the departments of sales, support, engineering, and others.

Education 19

Education Engineering Customer retention Consulting 19

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

Nicereply

MAY 16, 2023

Using email templates for customer onboarding can help streamline the process and provide your clients with a consistent and positive experience. Are you struggling to onboard customers effectively and efficiently? According to a recent study, 74% of customers who experience poor onboarding will consider switching to a competitor. This demonstrates that effective customer onboarding is critical for the success of your business.

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Upselling Feedback Best practices Personalization 52

SmartKarrot

MAY 16, 2023

As a Talent acquisition specialist or recruiter in the 21st century, it can be quite overwhelming to keep up with the ever-evolving recruitment industry. From silent hiring to hybrid work models, the landscape is constantly changing. It is fortunate that with the rise in technological advancements, it is constantly simplifying, streamlining, and enhancing the hiring process.

Feedback 10

Feedback Education Technology industry standards 10

SmartKarrot

MAY 16, 2023

As a Talent acquisition specialist or recruiter in the 21st century, it can be quite overwhelming to keep up with the ever-evolving recruitment industry. From silent hiring to hybrid work models, the landscape is constantly changing. It is fortunate that with the rise in technological advancements, it is constantly simplifying, streamlining, and enhancing the hiring process.

Feedback 10

Feedback Education Technology industry standards 10