ShepHyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.
Contact Center Pipeline
SEPTEMBER 15, 2021
We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the convenience of Amazon’s one-click ordering and speed of delivery, the relief of hearing that a Genius Bar representative at the Apple store can fix your device, the authenticity of Zappos, and […].
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Callminer
SEPTEMBER 15, 2021
Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more.
Nextiva
SEPTEMBER 15, 2021
Without a formal call center strategy, what are your chances of providing the best customer experience? If your answer is anything less than optimal, you’re not alone. While there aren’t any stats on how many businesses fail without a set strategy, the importance of documenting call center processes tends to get lost when you don’t […]. The post Call Center Strategy: How Do You Build One That Sticks?
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.
Babelforce
SEPTEMBER 15, 2021
Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. To be fully effective, agents need your support; implementing a solid call center training program will equip your team with everything they need to handle conversations effectively. Here are 13 tips to give your call center training program a boost. 13 Call Center Training Tips. #1 Start training early.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Guru
SEPTEMBER 15, 2021
What have we lost in replacing the office-first approach with a remote-first one? Two years ago, we might have assumed that a fully remote or even heavily remote hybrid work environment would be a productivity and company culture death knell. A new research report , out today from Guru and Loom , proves otherwise. The WFH debate is over. We found that not only did WFH and hybrid work not have a negative impact on productivity, in many ways, it’s actually improved.
Upstream Works
SEPTEMBER 15, 2021
Omnichannel is a foundational piece when it comes to modernizing the contact center and adopting the technologies needed to meet today’s customer expectations. The term “omnichannel” has been with us for several years, but the concept remains poorly understood, creating a holdback for adoption. The move to omnichannel can be transformative.
ConvergeOne
SEPTEMBER 15, 2021
Earlier this year, ConvergeOne’s Gabrielle Lukianchuk (Vice President, Marketing) and Tim Femister (Vice President, Digital Infrastructure) were featured on Designing Spaces airing on Lifetime TV. The segment (which you can watch here ) centered around hybrid working trends and the security issues that have arisen due to the major shift in the way we work over the past year.
aircall
SEPTEMBER 15, 2021
Beyond hitting your sales goals, focusing on professional development is key to growing your career. Taking courses, attending conferences and events, and networking are all great strategies, but heading to the stacks is one of the easiest ways you can boost your sales knowledge. So whether you fell into sales or chose it (and whether your company offers little to no training or a full-on intensive sales-training academy ) , our roundup of the top sales books is guaranteed to help you reach your
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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.
Nuance
SEPTEMBER 15, 2021
In today’s climate, financial recovery is of the utmost importance. The age-old saying, “time is money,” is especially accurate when referring to physicians’ time. In this blog, we’ll discuss the value of physicians’ time—and how their time can best be utilized to achieve desired financial outcomes. Provider burnout has become a $4.6 billion dollar a [.
NobelBiz
SEPTEMBER 15, 2021
Data keeps beaming in in confirmation of a fact: the digital contact center is here. Email, chat, social media, self-service: everything is going up. Voice is changing – average handle time is going up and calls are becoming more complex. Interesting, isn’t it? A new report from J.D. Power validates what we’ve said countless times: the contact center space is changing in favor of the experience center, based on custom-tailored interactions built on a foundation of CX , with the sole purpose t
Certified Languages International
SEPTEMBER 15, 2021
Source: Andrea Piacquadio on Pexel. Setting the record straight on freelance interpreters. To use freelance interpreters or not to use freelance interpreters? It’s a question that’s been at the heart of many language service companies (and businesses) for years. For us, it’s a no-brainer — the independent contract interpreters we partner with are smart, dedicated professionals, and we wouldn’t be here without them.
Netomi
SEPTEMBER 15, 2021
Why companies need AI today. . “Call centers have never been more important — or more strapped 1.” . Imagine having a 100-year old parent who has a panic button for emergency situations. When you try it out, it takes an agent five minutes to call to check in. Why the delay in what could have been a life-or-death situation? A shortage of agents. A problem brought about by the pandemic 2. .
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!
Certified Languages International
SEPTEMBER 15, 2021
Source: Andrea Piacquadio on Pexel. Setting the record straight on freelance interpreters. To use freelance interpreters or not to use freelance interpreters? It’s a question that’s been at the heart of many language service companies (and businesses) for years. For us, it’s a no-brainer — the independent contract interpreters we partner with are smart, dedicated professionals, and we wouldn’t be here without them.
ThriveableBiz
SEPTEMBER 15, 2021
Understanding ever-changing Customer Trends can shape your business future. Let's start with the biggest. Q. Which new customer segment is now worth $382 billion globally? A big number and a big question! Hint: it's to do with our future challenge beyond Covid-19, and an opportunity for any size business, in just about any category. And a great example of how a deeper understanding your customers’ WHY opens the gate to new opportunity & revenue paths.
JivoChat
SEPTEMBER 15, 2021
According to U.S Department of Commerce figures, the amount consumers have spent buying online in 2020 has grown 32.4% compared to 2019. The prediction for the next few years is that the ecommerce sector will continue to grow. Learning how to sell online is an opportunity for new companies and the ones who want to adapt to consumer behavior. . The pandemic had a great impact on the online market.
CSM Magazine
SEPTEMBER 15, 2021
Upside launches ‘The Tipping Point of Loyalty’ report which also finds retail customers are now less loyal than they were before the pandemic. Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.
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.
LiveVox
SEPTEMBER 15, 2021
North Americans observe National Hispanic Heritage Month from September 15 to October 15, by celebrating the histories, cultures, and contributions of American citizens whose ancestors came from Spain, Mexico, the Caribbean, and Central, and South America. This year we’re hosting virtual dance classes as a way to mark the occasion and immerse ourselves in the […].
CSM Magazine
SEPTEMBER 15, 2021
If you’ve previously been told that cold calling is now dead, you have to know that this notion is false. Cold calling is very much alive, and it’s, still, one of the most relevant and effective ways to market your business in today’s time. Despite the presence of other forms of marketing, cold calling still stands as effective, given its long-standing history of success.
Babelforce
SEPTEMBER 15, 2021
Customers now use a large and growing number of channels to communicate with businesses. In theory, anything that makes life easier for customers is a net positive. But in practice, it can lead to some pretty major challenges for the inbound contact center ! This article will take a look at one of the most pressing challenges, and one possible solution: the Blended Universal Queue System (BUQS).
CSM Magazine
SEPTEMBER 15, 2021
Without confidence, leadership is almost impossible. Company owners, managers, and supervisors need to be sure of their decisions at every juncture. However, confidence has been in short supply during these uncertain times. Many businesses have been squarely reliant on external support , whether that’s direct funding or the easing of coronavirus-related restrictions.
Advertiser: ZoomInfo
In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
Calltools
SEPTEMBER 15, 2021
B2B telemarketing requires a slightly different set of skills than telemarketing to consumers. Use the following tips to make your B2B campaigns more successful. Just a few tweaks to your existing campaign could improve your KPIs significantly. Emphasize Lead Management Strategies. A successful campaign depends on excellent leads from a reliable source.
CSM Magazine
SEPTEMBER 15, 2021
Poor delivery hugely impacts a customer’s overall online shopping experience, and new research finds that late delivery is the number one driver for customer complaints on Twitter. . Analysis of over 6,700 tweets to the UK’s top courier companies by delivery software company Circuit , highlights countless delivery-related issues – problems that are only likely to worsen due to the current driver deficit.
CustomerSuccessBox
SEPTEMBER 15, 2021
As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision. But will it help in the long run? Let’s explore that in detail.
Knowmax
SEPTEMBER 15, 2021
How is Self-Service, for a Telecom Customer, Changing?
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
SmartKarrot
SEPTEMBER 15, 2021
As Julia Child once said, “Any disaster is a learning process.” Whether it’s a natural calamity or a corporate dysfunction, the disaster, and its aftermath, make us stronger and more prepared to face similar challenges that come our way. The recently conducted customer success webinars, specifically “CS Disasters and How to Avoid Them,” have been trending and impacting the CS industry more than ever.
SmartKarrot
SEPTEMBER 15, 2021
Role: Director of Customer Success Location: Remote, United States Organization: Tessian As a Director of Customer Success, you will hire, lead and develop the US CSM team. Act as a key escalation point and exec sponsor for customers. Be responsible for building a predictable renewals engine in the US. Collaborate with GTM leadership to accelerate the growth as a business.
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