Advantage Communications

MARCH 4, 2020

We’re now two months into a new decade and the way we do business is evolving more than it has ever done before. Technology is advancing at a rapid pace , the way that companies operate internally has changed to project-based work and, most importantly, the traditional workforce has transformed significantly. A large portion of today’s workforce is no longer happy working traditional 9-5 office jobs.

Customer Service 64

Customer Service Consulting Consulting Technology 64

Calltools

MARCH 4, 2020

Numerous industries use call centers for different purposes like providing customer services, tech support, increasing sales, and collecting debts. A call center can’t perform its most essential tasks, though, without the right tools. At times, putting together all of the hardware and software that call centers need can feel like a daunting task.

Call Center 52

Call Center Interactive Voice Response CRM Analytics 52

ChaseData

MARCH 4, 2020

Customer experience is about more than just providing answers to questions and solutions to problems. These days consumers are looking for a full personalized experience. They want to feel like your first priority, and they want to feel like the companies they work with know them on a personal level, as well. Rising to meet these changing needs is part of providing the memorable customer service that keeps consumers coming back to your brand or company.

Analytics 52

Analytics Customer Experience Personalization Technology 52

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers.

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Customer Service Customer Experience 405

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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.

Contact Center Pipeline

MARCH 4, 2020

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say, the rest is history. Reflecting back to our humble beginnings, I am grateful for our core team—Steve, Susan, Frank and Mark—for all […].

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Guru

MARCH 4, 2020

Seeking and sharing knowledge is one of our core values here at Guru, and given the anxiety and misinformation around COVID-19, we’d like to share some trusted knowledge with you, wherever you are.

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Inbenta

MARCH 4, 2020

What is machine learning? According to Wikipedia, machine learning is an application of artificial intelligence where “algorithms and statistical models are used by computer systems to perform a specific task without using explicit instructions, relying on patterns and inference instead. (…) Machine learning algorithms build a mathematical model based on sample data, known as ‘training data’, in order to make predictions or decisions without being explicitly programmed to perform the task”

Chatbots 102

Chatbots Engineering Technology Accountability 102

Aspect

MARCH 4, 2020

In the old days, MVP meant one thing. Most Valuable Player. It was reserved for the best of the best. Supreme. The highest honor bestowed upon someone and occasionally, some thing. In sports, this crown has perpetuated, but in the business arena we’ve stolen it, taken it hostage, consumed it and regurgitated it into some awful arrangement of those letters.

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Cloud contact contact center solutions Contact Center call center solutions 96

GetFeedback

MARCH 4, 2020

Vena Solutions helps companies manage their finances by transforming Microsoft Excel into an enterprise-class business and finance solution. Read on to find out how Vena Solutions’ CX strategy evolved to an automated insight engine.

Finance 78

Finance Engineering Enterprise Management 78

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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

Customers That Stick

MARCH 4, 2020

The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention, better profitability, and even higher stock market valuations than their competitors. If we’re talking about customer service specifically, as opposed to customer experience, it is important because it is one of the most important and crucial aspects of customer experience.

Customer Service 78

Customer Service Employee engagement Marketing Customer Experience 78

pindrop

MARCH 4, 2020

Wouldn’t it be great if when you called into your bank, needing to ask one simple question, that you didn’t have to jump through hoops answering questions about your favorite teacher, first pet or name of your best friend? Not only is it time-consuming, but the answers to these questions can change or be forgotten. It’s quite possible that others could answer these questions about you and gain access to your account.

Banking 87

Banking Call Center Engineering Accountability 87

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Published on: March 04, 2020. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. The good news is that delivering amazement doesn’t require over the top customer experience, but instead relies on: Consistency and predictably good service Handling any issues that arise succ

Best practices 79

Best practices Technology Customer Service Customer Experience 79

Nextiva

MARCH 4, 2020

Let’s face it — conducting surveys is an essential part of any business if you really want to understand your customers. This feedback brings a wealth of knowledge — from awareness of your customers’ needs, their concerns, and overall benchmarks for improving products and services. But, if you’re not careful in how you craft survey […]. The post Solving the Biased Survey Questions Problem appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Surveys voip Benchmark Feedback 70

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

Integrity Solutions

MARCH 4, 2020

Originally published as a guest blog contribution for SellingPower.com by Steve Schmidt. At a fundamental level, ethical selling is about being transparent — even when it feels risky or uncomfortable. As they weigh purchase options and evaluate vendors, B2B buyers expect sales teams and their companies to behave in ethical ways. . Working with ethical salespeople and companies is a basic requirement among buyers.

Sales 75

Sales Coaching B2B Marketing 75

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. Every marketer looks for opportunities to create a pipeline of prospects. According to HubSpot research, “ 61% of marketers say generating traffic and leads is their top challenge”. So for every B2B business, defining their lead generation strategy and making sure that the business has continuous flow of qualified leads should remain the top priority.

B2B 71

B2B Best practices CRM Sales 71

Playvox

MARCH 4, 2020

Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.

Contact Center 67

Contact Center Customer Service 67

Revation Systems

MARCH 4, 2020

Digital transformation is booming right now. Smartphones are everywhere and because of the ubiquity of technology, consumers have grown to rely on their devices with the expectation of instant communication with a business. As the reliance on mobile devices only grows stronger, artificial intelligence (AI) solutions are beginning to impact consumer preferences for communication with their banks.

Banking 62

Banking Chatbots Technology Self service 62

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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

NICE inContact

MARCH 4, 2020

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Using the analogy of quality management being a never-ending roadtrip, we said that creating quality forms and plans was similar to mapping a roadtrip, and that completing evaluations were like actually driving and embarking on the trip.

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Quality management Contact Center Management Best practices 62

Jon Arnold

MARCH 4, 2020

Just a quick note to say my latest edition of JAA’s Communications and Collaboration Review is out now. Subscribers already know that, and they also get first shot at our latest Watch This Space Podcast. We have a new graphic now - hope you like it - and for this segment, the focus was mostly on last month’s Future of Work event that I chaired. That’s the story for now, and if you want the rest of the story, here’s an easy way to subscribe.

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Advantage Communications

MARCH 4, 2020

If you have read any of our previous blogs, you’ll know just how important the customer experience (CX) is. In fact, in today’s market CX can really be the differentiator between a successful company and a struggling one.

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Interactive Voice Response Customer Experience Marketing Contact Center 59

CSM Magazine

MARCH 4, 2020

As a business leader, it is up to you to set the agenda and decide what to prioritize when formulating your strategy. If you want to make good customer service an integral part of the way that your business works, then you need to lead by example. Here’s how. Define Good Customer Service. If you want your employees to be providing your customers with the best customer service possible, then you need to define for them exactly what that entails.

Customer Service 59

Customer Service Feedback Management Personalization 59

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

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” – Brian Solis, Principal Analyst and Futurist, Altimeter.

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

Etech GS

MARCH 4, 2020

We live in a constantly evolving era of innovation and change, and this is no different when it comes to the Human Resources. However, to keep up with HR innovations and the latest HR trends in 2020 while managing your daily work is an exhaustive task. . Sounds familiar? Don’t worry! . In this blog, we will discuss a summarized picture of the latest Human Resource trends that are driving efficiency at the organizational level. .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

CSM Magazine

MARCH 4, 2020

The well-respected entrepreneur, author and motivational speaker Jim Rohn once said, “Either you run the day, or the day runs you.”. This is even more true for entrepreneurs who need to be at their best every minute of the day to grow their businesses and achieve their dreams. However, with the many hats you have to wear and projects you have to juggle, it’s often not easy to maintain your focus.

Benchmark 52

Benchmark Metrics 52

Etech GS

MARCH 4, 2020

We live in a constantly evolving era of innovation and change, and this is no different when it comes to the Human Resources. However, to keep up with HR innovations and the latest HR trends in 2020 while managing your daily work is an exhaustive task. . Sounds familiar? Don’t worry! . In this blog, we will discuss a summarized picture of the latest Human Resource trends that are driving efficiency at the organizational level. .

Strategic Value 52

Strategic Value outsourcing Education Analytics 52

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

Education Services Group

MARCH 4, 2020

As companies worldwide begin to see the necessity of Customer Success as a part of their overall organizational strategy, many hope to implement it in a manner as fast and far-reaching as possible. Without proper research and planning, this can result in varying definitions of what Customer Success looks like in different markets, even within the same company.

SaaS 52

SaaS Best practices Healthcare Marketing 52

Waterfield Technologies

MARCH 4, 2020

Google’s Dialogflow environment is a great place to build natural-language understanding applications that automate both text-based (chatbot) and voice-based interactions. All of the voice-enabled AI environments in wide use today […]. The post Google Dialogflow – capturing numbers with voice appeared first on Waterfield Technologies.

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Chatbots Technology 52

NUSO

MARCH 4, 2020

It’s hard to believe February is already over, but the NUSO team was excited to be part of the first ASCII IT Success Summit of the Year in beautiful Long Beach, California. As a Silver Level Sponsor, we helped MSPs learn more how our cloud services can increase their recurring revenue. The NUSO Unified Communications and SIP Trunking platform provides partners highly flexible, and feature-rich solutions for their customers.

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