Cyara
JUNE 11, 2021
Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result. Can you imagine what those numbers look like now?
ShepHyken
JUNE 11, 2021
This week we feature an article by John O’Leary, a speaker, coach, and best-selling author. He shares an excerpt from his #1 bestselling book In Awe. Scott worked at the valet stand. . When he saw [me] this nine-year-old kid wrapped with bandages, eyes reddened from the physical therapy session he’d just endured, Velcro-strapped into a wheelchair, waiting for a ride home, he must have recognized that this kid needed some extra attention. .
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Beyond Philosophy
JUNE 11, 2021
In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked. In my global Customer Experience consultancy, I have refused to work with some organizations.
Contact Center Pipeline
JUNE 11, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Calabrio’s Brad Snedecker discusses quality management solutions, work-from-home (WFH) challenges that QM solves, along with key features, how to get the […].
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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.
Enghouse Interactive
JUNE 11, 2021
In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside? If successful, your organization will be able to deliver the best possible customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
kommunicate
JUNE 11, 2021
Table of Content: Benefits of Having a Chatbot for your business Some of the Renowned Chatbot building Platforms A chatbot built to talk in multiple languages through customization Important Integrations that would enhance Chatbot’s Efficiency Chatbot building team that is right for your business Developing a Roadmap to a smart Chatbot How to create use [.].
ChurnZero
JUNE 11, 2021
Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. By customizing and weighing factors that are relevant for each part of the customer lifecycle, your ability to predict the likelihood of a customer leaving increases tenfold.
CSM Magazine
JUNE 11, 2021
E-commerce expert Alexander Graf explains how to avoid becoming a logistics company for Amazon or Alibaba. In late April, Amazon told Wall Street it had recorded a record quarter with sales up 44%, hitting $108.5 billion. If it were a standalone state, Amazon would now be in the top 25 countries worldwide by GDP. It’s notable that Amazon isn’t actually a retailer at all.
Enghouse Interactive
JUNE 11, 2021
Every organisation understands that delivering the right experience to customers is central to attracting and retaining their business. Engaged customers are more loyal, spend more and recommend you to family and friends. In contrast disengaged consumers are unlikely to value your products and services and will switch to other brands when they can. Given the importance of customer engagement and customer experience, how can companies ensure they are delivering on consumer needs?
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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
Eptica
JUNE 11, 2021
Date: Friday, June 11, 2021 Author: Pauline Ashenden - Demand Generation Manager Delivering excellent customer service at the moments that matter. Published on: June 11, 2021. Author: Pauline Ashenden - Demand Generation Manager Successfully engaging with customers means delivering the right experience, personalised to their needs. This is especially true at the “moments of truth”, highly emotional times when things go wrong and which make or break relationships.
Jon Arnold
JUNE 11, 2021
You may not know NovelVox , but they’re a good under the radar vendor, and I’m doing an educataional webinar with them on July 22. The focus will be the growing role of digital channels to improve CX - customer experience - and the importance of having a strategy to use them effectively. More details are here , along with how to register. Hope you can join us!
Totango
JUNE 11, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s data warehouse integrations including Google BigQuery, Microsoft SQL Server, Redshift, and Snowflake, but these are just a few of the ways you can integrate your
aircall
JUNE 11, 2021
Voice communication is a powerful tool for persuading and influencing small business customers. Today, customers generally prefer to do business over the phone or via digital means rather than take time out of their day to visit your business office. While in-person communication is ideal for certain transactions and interactions, the phone is still the primary way businesses communicate with their clients.
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.
Avoxi
JUNE 11, 2021
Buy Online Get a Free Demo How SBCs Work for Microsoft Teams Direct Routing Session border controllers play a crucial role in Direct Routing, Microsoft Teams' SIP trunking feature. While SBCs are not a new technology, their recent popularity is thanks to Teams. But what does an SBC do in Teams and do you need… The post How SBCs Work in Microsoft Teams Direct Routing appeared first on AVOXI.
Interactions
JUNE 11, 2021
Just a couple days ago, fans around the world wished Michael J. Fox aka “Marty McFly” of Back to the Future , a happy 60th birthday. Seeing that made me remember how that movie shaped my vision of what the future would bring: flying cars, video conferencing, personal drones, and even self-tying shoes. While we have not quite seen all of the great inventions featured in the movie series come to fruition ( here’s a full list of those predictions they did get right), there is no doubt that technolo
Insite Managed Solutions
JUNE 11, 2021
Inside Insite: Company Origins - Living Room Inside Insite is a series of very short, hyper-focused videos that examine specific, behind-the-scenes topics. This episode explains where the company got its start.
inSided
JUNE 11, 2021
Welcome to the fourth installment in our new series, This is Digital Customer Success where we set out to get clarity on all things Digital CS. In our first post, we started off by defining Digital Customer Success and explained how it’s different from “traditional” Customer Success. Next, we dove into the core components of Digital Customer Success and most recently we walked you through a new way of mapping out the customer journey.
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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.
TCN
JUNE 11, 2021
With such a significant emphasis on inbound communication and the impending impact on customer experiences, The post 4 Outbound Software Features Your Call Center Needs Now appeared first on TCN.
3CLogic
JUNE 11, 2021
As a ServiceNow Technology Partner, 3CLogic is proud to offer the premier cloud contact center solution that deeply integrates with the platform of platforms. But don’t just take our word for it. Discover how Wellstar Health leveraged 3CLogic’s voice solution for ServiceNow to deliver exceptional experiences for its customers, agents, and contact center managers.
CSM Magazine
JUNE 11, 2021
Operating an online business isn’t as easy as it might sound. It’s not always about sitting around and having your merchandise selling. It gets even more complicated when creating content on how to do stuff. If you looking for a way to educate your audience and gain loyal customers, here is a guide on how to create an effective online course. Find An All-Inclusive Platform That Allows You To Create Content.
CustomerSuccessBox
JUNE 11, 2021
Let’s admit to the fact that it is the Recurring Revenue that is going to make or break your SaaS business and the three factors that are responsible for your SaaS Revenue growth are-. 1. New Customers. 2.Retention of existing Customers. 3.Upselling to existing customers , which is more or less the direct window to the Recurring Revenue for your SaaS Business.
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!
Merchants
JUNE 11, 2021
While many businesses are focused on acquiring new customers as part of their growth strategies, the importance of retaining their current customer base is often overlooked. The post Human connection drives successful customer retention appeared first on Business Process Outsourcing Services | Merchants CX SA.
Zappix
JUNE 11, 2021
Automation and self-service can be a critical piece of modern customer service, but call center managers and business leaders should keep a few things in mind to make sure their new automation program sees real success. In a post COVID-19 world, it’s understandable why every business.
SmartKarrot
JUNE 11, 2021
Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification. If you have wonder what the best certifications for aspiring customer success managers are, you are at the right place.
Beyond Philosophy
JUNE 11, 2021
I downgraded one of my online subscriptions recently. I noticed in the process that not only did the platform tell me about all the features and benefits I would lose access to by downgrading, but they put it in red typeface AND had me check off a box for each item I was losing. I couldn’t help but think what a great example this experience was for using Loss Aversion to get customers to do what you want.
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
SmartKarrot
JUNE 11, 2021
Role: VP of Customer Success Location: New York, NY, US Organization: Narmi As a VP of Customer Success, you will grow and build a product-led Customer Success organization to ensure scalability as Narmi onboards dozens of new customers over the next few years. Track and be held accountable for all relevant Customer Success metrics such as NRR, NPS, health score, product activation, churn, and more.
Skybridge
JUNE 11, 2021
7 Habits to Guide and Inspire Every CX Leader. For many people, myself included, Stephen R. Covey’s “7 Habits of Highly Effective People,” lays out a wonderfully simple but powerful set of guidelines for working well, collaborating successfully, and achieving meaningful goals. It’s also timeless. Feeling stuck? Feeling like your CX vision is stuck? Chances are, even a quick review of the 7 habits can offer up the reassuring reset, renewed optimism, and clarity of thought necessary to move forwar
CSM Magazine
JUNE 11, 2021
Social networks are becoming popular for customer support because it offers free and practical tools that allow you: Manage your customer base without having to go through third-party services. Stay in contact with your clients. Gives an opportunity to communicate with your brand and a solid sense of identity with it. Social media also encourages friendly competition between business brands.
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