Contact Center Pipeline
MAY 15, 2020
Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in close contact with customers and prospects regarding their contact center operations, and we’re finding that many contact centers are closing their physical contact center operations and shifting to remote WFH contact […].
Unymira
MAY 15, 2020
Both in the media and in casual conversation, we often hear about the time "after corona" when things are back to normal. But that world no longer exists and here's why.
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ShepHyken
MAY 15, 2020
This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Trust is foundational to relationships with people — and with companies.
Ameyo
MAY 15, 2020
Are you planning to use WhatsApp for Business? If I may say so myself – well done! You are making the right choice as with a user base of more than 1.5 billion across 180 countries, WhatsApp is one of the most popular messaging platforms today. WhatsApp Business gives you the opportunity to interact with … WhatsApp for Business – Everything There is to Know Read More » The post WhatsApp for Business – Everything There is to Know appeared first on Ameyo.
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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.
LiveVox
MAY 15, 2020
The benefits of speech analytics when managing a remote workforce: Our top tips and considerations Contact centers currently managing their workforces remotely face a myriad of challenges around agent performance, quality, and compliance. Deployed well, a speech analytics tool can be incredibly useful, not just in addressing these challenges, but also creating opportunities to drastically.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
delighted
MAY 15, 2020
When you think of a hero, who comes to mind? In 2020, we immediately think of the healthcare professionals and essential workers who stand on the front line of the COVID-19 pandemic, risking their health every day for those in need of their care. Whether tied to the medical industry or not, organizations around the world have unraveled their ‘business as usual’ to come up with creative and impactful ideas to give back to the health care community.
Alorica
MAY 15, 2020
The Department of Workforce Development (DWD) announced that it has secured contracts with outside vendors to expand efforts to directly assist more claimants faster. From March 15 to May 9, DWD received more than 518,000 unemployment applications and more than 1.8 million weekly claims. Moreover, since April 21, DWD has received more than 72,000 applications for Pandemic Unemployment Assistance.
Concentrix
MAY 15, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, countries are still slowly reopening various sectors of their respective economies, while in some countries the number of new cases continues to rise. The following is a roundup of key events that have happened around the world in the last 24 hours. Global update: There have been 4,569,339 confirmed cases of.
Answer Dash
MAY 15, 2020
(Republished with permission of CPA Practice Advisor ) If you’re wondering if your firm should create a chatbot, you’re asking the wrong question. Rather, you should be asking, “When we create a chatbot, what do we want users to gain from using it?” Maybe you’re even wondering how a chatbot can save your firm money, time, effort, or energy? No matter what your reason, consider these stats: 41% of people starting online chat conversations with businesses are C-level executives. ( Drift ) Chatbots
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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
delighted
MAY 15, 2020
When you think of a hero, who comes to mind? In 2020, we immediately think of the healthcare professionals and essential workers who stand on the front line of the COVID-19 pandemic, risking their health every day for those in need of their care. Whether tied to the medical industry or not, organizations around the world have unraveled their business-as-usual to come up with creative and impactful ideas to give back to the health care community.
A Better Answer
MAY 15, 2020
Outsourcing your medical answering service brings a plethora of benefits for your medical office. From working with high-quality medical call center agents to providing empathy for your patients, the benefits make it worthwhile. When you work with a medical call center, the agents should have at least these seven important skills.
Nuance
MAY 15, 2020
Each year on May 15th, tens of thousands of law enforcement officials gather in Washington, D.C. to pay tribute to those who were injured or lost their lives in the line of duty. Known as National Peace Officers Memorial Day, as it was designated by President John F. Kennedy in 1962, this day happens during [.] The post Expressing gratitude for law enforcement officials during National Police Week appeared first on What’s next.
Quiq
MAY 15, 2020
Share This Story As consumers continue to spend more time at home, maintaining an effective online customer service presence is becoming more necessary than ever for businesses. Today’s customers have a lot of questions and expect a fast, first-class experience and personalized answers. Agents who aren’t using modern digital channels like SMS/text, web chat, and social direct messaging or leveraging the power of chatbots will struggle to keep up with multiple requests.
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.
inSided
MAY 15, 2020
We’re really happy to announce that ClickLearn —market leading e-learning authoring solution—have launched their new community on the inSided platform. To celebrate the launch and find out what tips and tricks they have up their sleeve to get the most from their community we caught up with Per Ferdinandsen, Director of Customer Care at ClickLearn.
Global Response
MAY 15, 2020
So much goes into developing a branding strategy for any company. In the past, branding could be thought of as your logo design, the colors you use or the look of your more. The post What does it mean to be a Brand Contact Center? appeared first on Global Response.
SmartKarrot
MAY 15, 2020
All services and products in the market have a certain lifecycle. The time period starting from the product’s first launch to the final withdrawal from the market is said to be its lifecycle. Product Lifecycle strategies is quintessentially important to a marketing strategy as it helps to identify various solutions and tactics for showcasing a product.
ProProfs Blog
MAY 15, 2020
No matter what size a business you are, your customers will be essential to you. It doesn’t matter even if you only have a handful. . You do your best not to be pushy with your customers while selling your products/services. You try to engage with them periodically. You try to address their queries and challenges the moment they come in. You try to keep them happy by always talking about their benefits.
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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.
SmartKarrot
MAY 15, 2020
Source: Medium. And to really get into an efficient customer success program, it is pertinent to know the key differences between the customer success manager vs project manager. Herein, we shall be discussing some of the bullet points that illustrate why both the managers are needed to work as a team! While it is a customer success manager who renders a real-time sales approach, constituting relations with the extant customers, he is also the one to understand the company and product goals in d
Spearline
MAY 15, 2020
Spearline continues to observe the impact of Covid-19 on telecoms infrastructure around the world. With the peak of the pandemic behind us, countries are now beginning to cautiously reopen their economies. From today, these communications will become a biweekly update. Uruguay and Israel have suffered from variability with connection rates. India’s audio quality is performing at a lower level than previously.
SmartKarrot
MAY 15, 2020
The role of a Customer Success Manager (CSM) has now been a subject of rapid expansion in any software as a service (SaaS) company. Though, this role started out on a simpler ground; promising a keen transformation of customer engagement from an orthodox ‘reactive’ to a rather ‘proactive’ mind-set. As you can see, today the entire face of this role has changed dynamically.
SmartKarrot
MAY 15, 2020
Role: Senior Customer Success Manager, Customer Success Manager Location: Remote, US Organization: Infor Customer Success Manager provides customers with dedicated resources that will guide and help customers achieve maximum value from their investment. The CSM brings micro-vertical expertise and an understanding of the customer’s challenges and how Infor technology can help the customer meet their business goals.
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!
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