Thu.May 19, 2022

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Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast. I got interested in it because it involves my favorite company: Apple.

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The State of the Shopping Apps Report for 2022

Lumoa

Online shopping has become the norm across a wide range of industries and this practice is still on the rise. Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into accou

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On-demand Webinar: Successful deployment of WebRTC applications

Spearline

For the full webinar experience click here Successful deployment of WebRTC applications Watch a replay of our live webinar from Wednesday May 11 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me and Shóna O’ Donovan, Senior Customer Engagement Specialist at Spearline. This is part of our WebRTC webinar series. Keep an eye out for our future webinars.

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Essential Technology for the Virtual Contact Center in 2022

Fonolo

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. From good old headsets to online chat functionality, social media posts, and cloud-based management systems, the contact center technology your company employs makes a big difference to customer satisfaction (CSat) scores and agent retention.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Cloud-Based Contact Center Solutions Buyer’s Guide

LiveVox

A contact center relies on its software to be able to deliver effective customer service and old legacy technology, with on-premise hardware may be hindering the way customers communicate with your company and vice versa. If you have been considering upgrading, then a cloud-based contact center solution is undoubtedly the right choice due to its advanced functions and scalability.

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Time for UC Awards 2022 - Back Again as Judge

Jon Arnold

UK-based UC Today has developed a pretty rich industry awards program, and the 2022 edition is now underway. There are now 12 categories of “innovation” awards for companies, and 2 categories to recognize individual achievements. While the focus is mainly around UCaaS, there are other related categories such as CPaaS, AI and compliance, so there are many ways to seek recognition.

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Are ‘Free SIP Trunks’ Really Free??

Avoxi

Are ‘Free SIP Trunks’ Really Free? You probably see "free SIP trunking" a lot on your VoIP communications searches. And you might be wondering how this is possible. Read on to see what part is free as well as the associated costs of using the service. “There’s no such thing as a free lunch” is… The post Are ‘Free SIP Trunks’ Really Free?? appeared first on AVOXI.

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Increase productivity with this one counterintuitive trick

Toister Performance Solutions

It started as a typical, busy Wednesday. Then a miracle happened. A half-day event got cancelled. Another meeting was rescheduled for a different day. My calendar was suddenly wide-open. It was tempting to fill that found time with more work. I took my dog to the beach instead. We had a lot of fun. I was present, and didn't look at my phone, except to take a picture of my dog, Dublin, enjoying herself.

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8 Work from Home Stats to Know

Helpware

Working from home (WFH) used to be a luxury that few companies offered, especially full-time. However, the COVID-19 pandemic forced many businesses to find remote solutions for employees.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Top 3 Takeaways of PCI DSS 4.0

MiaRec

PCI DSS 4.0: What Is It? Call compliance requires considerable effort from any company, but some call compliance laws are more challenging than others. PCI DSS can be one of the most challenging , but you know that already if you take credit cards online, in person, or especially over the phone.

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Call Center Workforce Management

NobelBiz

In our attempt to make sense of the struggles of hiring, keeping, and meeting the needs of call center agents, we’ve sought the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular. The post Call Center Workforce Management appeared first on NobelBiz®.

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5 Easy Ways to Get a Customer Referral.

CustomerSuccessBox

You might think a customer referral to be a new concept, one that has been around only recently. If you think that, well think again! The concept of a ‘customer referral’ goes back hundreds of years. If you are ever in any part of any town and ask a passerby for the best restaurant or the yummiest bakery, you would always find the answer.

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Verizon and PCI Pal Release White Paper with Servadus Addressing Contact Centre Best Practices

CSM Magazine

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout. PCI Pal , the global provider of secure payment solutions, today releases a comprehensive white paper with Servadus , and Verizon Business Group, Professional Services , mapping the contact centre landscape over the past few years and taking a look ahead as the industry moves to adopt new payment security standards.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Top 5 Self-Service Use Cases in Healthcare

Zappix

Modern patient experience has an array of customer experiences it’s now directly being compared to. As hospitals and health systems adjust to meet these new patient expectations, 5 use cases stand out as necessary first-steps: Enhancing patient engagement, improving patient intake processes, unlocking dynamic.

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3 Technologies That Are Increasing Agent Engagement Post Call

USAN

Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and satisfaction.

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Medical Chatbot : An Ultimate Guide On Medical Chatbot

kommunicate

Last Updated on May 19, 2022 In a recent study by McKinsey, it was revealed that the healthcare industry is expected to create between $350 billion and $410 billion in value by 2025! The emergence of technological advancements and connected healthcare has led to huge leaps in the healthcare industry. Today, we are in an [.]. The post Medical Chatbot : An Ultimate Guide On Medical Chatbot appeared first on Kommunicate Blog.

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When Customers Struggle – Lessons from the Energy Sector

CSM Magazine

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. When times are hard for customers, high quality support is an absolute imperative. Nowhere is that truer than the energy sector, where soaring prices are causing financial stress for many, particularly since the price cap leapt up by 54% at the beginning of April.

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Contact Center Dialers Demystified

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.

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Why Are Contractors So Bad at Customer Service and Being Responsive?

Abby Connect

If you have a contracting business, you’ve probably had experience with this — contractors struggle with customer service. There are many reasons why this is the case, including staffing issues, a lack of expertise, and a simple lack of overlap between customer service and contracting skills. This doesn’t mean that you have a bad business.… The post Why Are Contractors So Bad at Customer Service and Being Responsive?

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The Top 6 Best Automated Calling Services

Babelforce

It’s a given that call centers need to make a lot of calls. While human agents can be extremely efficient, they’ll never beat the machine for tasks that can be easily automated. Imagine you need to call 10 people. It won’t take your agents that long to pull up their information, dial the respective number and wait for an answer. But what if the number skips to 1,000 people?

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A Humbling Lesson in Customer Experience

Brad Cleveland Blog

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable. So, I spent a lot of time underneath the floors of corporations and hospitals and other buildings. Much of my days were spent with a headlamp, crawling through dark spaces, squeezing past utility pipes and … The post A Humbling Lesson in Customer Experience first appeared on Brad Cleveland.

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May 19 – Customer Success Jobs

SmartKarrot

Role: Director, Client Success Location: Remote, United States Organization: MediaMath As a Director of Client Success, you will own and develop strong relationships with the client and key stakeholders from C-suite to Hands-in-keyboards. Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Customer Success Is a Team Sport: Expert Guide to Playing It Well

SmartKarrot

Customer success requires a lot of attention. It is a company-wide effort and needs every team to be a part of it. You need a bunch of good teams to ensure that customer success is assured. It is known that customers hold stronger power over businesses. It is not enough to just offer the products. Customers expect their pain points to be resolved and hence choose the right products to get outcomes.