Contact Center Pipeline
NOVEMBER 10, 2021
Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does live chat let agents monitor and engage website and app visitors with ease, but it also allows them to obtain crucial information like order details and shopping pain points that agents […].
ShepHyken
NOVEMBER 10, 2021
Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.
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SharpenCX
NOVEMBER 10, 2021
It’s a daunting task to find new cloud technology for a contact center. The investment of new software affects a lot of people — your customers, your agents, your IT team, and you. How do you find new technology that meets the needs of your team and your customers? With ever-changing trends and the challenges to meet new customer expectations , you have to account for tons of factors.
Concentrix
NOVEMBER 10, 2021
Watch this PACE Insights videocast and learn how to bring the value of sustainability across your company—and to your customers. The post Sustainability: Growing Expectations for CX Industry Leaders appeared first on Concentrix.
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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.
Lumoa
NOVEMBER 10, 2021
The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. To do that, you’ll need to come up with a strategy for how you integrate multiple technologies to attract, retain, and delight your customers at every stage of your sales pipeline.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
NOVEMBER 10, 2021
There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CS compensation structures. However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals.
delighted
NOVEMBER 10, 2021
Whether you’re expanding into a market for the first time, or securing your foothold in international territory, understanding cultural differences and how that translates to audience expectations is business-critical. Our latest feature, Translations , aims to help you scale your global customer experience strategy while maintaining a local and even personal connection with every customer and employee.
Totango
NOVEMBER 10, 2021
There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CSM compensation structures. However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals.
Quiq
NOVEMBER 10, 2021
Share This Story You’re connecting with your customers via email. Your customer support team is available by phone. And now you’ve heard you need to be on Facebook Messenger for business—but you’re left wondering: What is it, and how does it work? We’ll break it down for you, along with some tips and tricks for getting the most out of the platform. What is Facebook Messenger for business?
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.
Comm100
NOVEMBER 10, 2021
Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Not only are chatbots convenient, but they’re also quickly becoming necessary thanks to their ability to provide customers with 24/7 service.
NobelBiz
NOVEMBER 10, 2021
At the end of November, the debt collection industry as a whole is in for some major compliance changes. We are talking, of course, about the famous Reg. F, also known as the Final Rule for the Fair Debt Collection Practices Act (FDCPA), issued by the Consumer Financial Protection Bureau (CFPB). Regulation F, 12 C.F.R. part 1006, is the result of more than 7 years of research on behalf of CFPB and is designed to clarify, update and implement the FDCPA.
Skybridge
NOVEMBER 10, 2021
Today, as we honor the service and sacrifice of all American Veterans, I would like to highlight one especially meaningful way that businesses across the country can show their appreciation: Hire a Veteran. A few years ago, I wrote about my Top 10 Reasons to Hire a Veteran. They’re as true today as they ever were, and I’d like to share them with you here; along with a few updates.
Abby Connect
NOVEMBER 10, 2021
“Stay engaged when interacting with the customer. At the moment, they are your most important customer.” — Shep Hyken, International Leading Authority on Customer Service and Experience Missing customer calls can equate to major losses. Not only will you potentially lose that customer or client, but they will likely conduct business with a competitor instead.… The post The Difference Between an Answering Service & Virtual Receptionist Service appeared first on Abby Connect
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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.
Babelforce
NOVEMBER 10, 2021
Modern contact center software has many benefits. Cloud-based tools let you access data anywhere (enabling virtual contact center ), integrate your systems with other tools, and set up automation. But many businesses still haven’t made the jump to these systems. Instead, they’re using legacy tools. This software typically performs the role it was bought for.
Hodusoft
NOVEMBER 10, 2021
Everything You Need To Know About An Outbound Call Center. Many of you may still remember at least one instance of the persuasive call from an agent who would influence your buying decision sitting miles across. I still remember the day, when a call center agent nudged me into enrolling in an executive learning program. Sitting afar at an outbound call center, he listed out the merits and pointed out intangible gains that would last a lifetime.
Unymira
NOVEMBER 10, 2021
Earlier this year, Microsoft announced several major changes on the horizon for Microsoft customers. Get your complete playbook for upcoming licensing and subscription pricing updates across O365, Windows 365 and more.
CSM Magazine
NOVEMBER 10, 2021
Taxes can be complicated. That’s why many people choose to hire a tax professional to handle it all for them. But, choosing the right kind of professional can become confusing in and of itself. There are so many financial specializations in regard to tax that may leave people unsure of exactly what kind of specialist they need. That’s why we decided to shed some light on the difference between a CPA tax accountant and a tax attorney.
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!
VirtualPBX
NOVEMBER 10, 2021
The last 18 months have reminded us of the true value of communication in business and connecting with people. Our team’s communication skills and tools have grown in planned and unplanned ways throughout this period, as has how we communicate with our customers. Having delivered a “Virtual” phone platform for tens of thousands of businesses, we sometimes took how we used our own product for granted.
NobelBiz
NOVEMBER 10, 2021
At the end of November, the debt collection industry as a whole is in for some major compliance changes. We are talking, of course, about the famous Reg. F, also known as the Final Rule for the Fair Debt Collection Practices Act (FDCPA), The post Regulation F: The final Countdown appeared first on NobelBiz®.
LiveVox
NOVEMBER 10, 2021
Frontline supervisors have often been described as the contact center linchpin. They connect agents to the organization’s vision and goals while providing the support that drives productivity, engagement, and positive customer outcomes. The shift to remote work has made the supervisor’s role even more impactful. In the work-from-home environment, supervisors are the main—and often only—human […].
Babelforce
NOVEMBER 10, 2021
A key performance indicator is a measurement that indicates how well a business is reaching important objectives. Incorporating smart KPIs into everyday interactions should increase customer satisfaction and, in a broad sense, a company’s bottom line. For inbound contact centers those KPIs usually relate to how quickly and how effectively customer needs are met.
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.
Calltools
NOVEMBER 10, 2021
A successful call center relies on skilled agents, excellent products and state-of-the-art technology. One advanced system, interactive voice response (IVR), can be a powerful tool to streamline the route from customer calls to agents. Through voice and keypad interactions, customers can input data that guides them to the right person for their needs.
CSM Magazine
NOVEMBER 10, 2021
The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction. When combined with the latest Workforce Engagement Management (WEM) solutions, chatbots have the power to improve workforce flexibility, employee satisfaction and the customer experience all in one go.
Global Response
NOVEMBER 10, 2021
The volume of inquiries a company receives on any given day can be quite overwhelming, especially if the company is not able to handle the volume of incoming requests. In order to more. The post Delivering Outstanding Customer Service with Flexible Technology Integration appeared first on Global Response.
SmartKarrot
NOVEMBER 10, 2021
Role: Customer Success Director Location: Remote, United States Organization: Innovaccer As a Customer Success Director, you will understand customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems. Build a client relationship and act as a trusted advisor to the client. Know customer problems and KPIs and guide the customer to the best platform use.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Global Response
NOVEMBER 10, 2021
When it comes to customer service, there are endless ways that companies can structure their process to cater to their customers. This can be everything from the types of products and services more. The post Will Chatbot Utilization Improve Your Customer Experience appeared first on Global Response.
SmartKarrot
NOVEMBER 10, 2021
The goal of every organization is to make its customers happy. And one way to ensure that is by making your employees your brand ambassadors. In simple words, we call it employee experience. Now, you might have read many times that customers should be the brand ambassadors of your company. But we would go a step ahead and say your employees can play a vital role in making your customers feel valued and listened to.
Global Response
NOVEMBER 10, 2021
Those in the customer service industry understand that in order to provide excellent customer care, there are certain standards that must be upheld, a set of instructions to follow that helps guide more. The post How Agent Assist Strengthens the Four Pillars of Great Customer Service appeared first on Global Response.
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