ShepHyken
SEPTEMBER 26, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. (Business 2 Community) Are you interested in getting a customer service job?
Nuance
SEPTEMBER 26, 2022
As budgets tighten and recruitment and retention challenges show no signs of abating for law enforcement, we’ve been working closely with agencies across the US to help their officers achieve more with fewer resources. Using Dragon Law Enforcement, our dedicated, locally installed, speech recognition solution, we’ve helped hundreds of agencies make major improvements in the [.].
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Concentrix
SEPTEMBER 26, 2022
Understand changes occurring in your contact center experience, and how to leverage real-time customer insights for real CX transformation. The post The Untapped Value of Contact Center Intelligence – Your Key to Transforming CX appeared first on Concentrix.
Nuance
SEPTEMBER 26, 2022
Last time, we examined how AI can serve as a reliable safety net—driving quality and follow-up care by helping to detect the things radiology can’t miss. As the industry continues to shift towards value-based care, radiologists have a golden opportunity to amplify their impact and demonstrate their value like never before. AI can help them seize [.].
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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.
24-7 InTouch
SEPTEMBER 26, 2022
“Women comprise half of IntouchCX’s workforce at all levels, with a continued focus on career development and mentorship plans across the entire company. In the United States, women are 75% of the Company’s workforce. “ WINNIPEG, MB – September 27, 2022 – IntouchCX, a global leader in contact center technology and solutions, has been recognized as one of the Best Employers for Women in 2022 by Forbes and Statista Inc.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Merchants
SEPTEMBER 26, 2022
After becoming South Africa’s first BPO to join the UN Global Compact, Merchants immediately took the decision to get involved in the UN Global Compact’s Young SDG Innovators Programme (YSIP). The post Merchants employees shine at UN Global Compact’s Young SDG Innovators Programme appeared first on Business Process Outsourcing Services | Merchants CX SA.
Vistio
SEPTEMBER 26, 2022
Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ?. Vistio’s Co-Founder Gregg Antenen joins us today to discuss the adoption of technology in CX. As you may know Vistio provides software, technology and tools to equip CX agents, namely Customer Relationship Management software or CRMs. There is a lot of rhetoric in this industry surrounding buzzwords like digital transformation and value proposition, and we need to comb through that chatter to get back into
CSM Magazine
SEPTEMBER 26, 2022
For literally thousands of years, “caveat emptor” served as a reminder to buyers that sellers had the advantage in business transactions. When two farmers haggled over the sale of a dairy cow, the buyer knew not to rely on the seller’s claims that the cow produced milk. Instead, “let the buyer beware” stood as a caution to the buyer to take udder in hand to verify the claim before handing over the money.
LiveVox
SEPTEMBER 26, 2022
Call audio routing is one of the most important functions within the call center. The post What is Call Audio Routing for Your Contact Center? appeared first on LiveVox.
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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
aircall
SEPTEMBER 26, 2022
Sales analytics software injects an evidence-based strategy back into sales management. Sales leaders’ days are governed by decisions. Those decisions are already based on a level of insight into a team’s performance. But what if you could unlock critical information that provides data-driven strategies to equip you and your team to better internalize and apply business-specific knowledge?
Kapta Customer Success
SEPTEMBER 26, 2022
Best-in-class Voice of Customer (VOC) programs increase customer retention by up to 55% and boost profits, according to Aberdeen Group.
Voiptime
SEPTEMBER 26, 2022
A service level agreement is a contract allying two organizations or two departments of one company that determines the listing of services and their benefits to be furnished during the committed term. In short, it is the deal that contains the kinds of benefits that will be furnished by the service provider to a client. From the legal point of view, it is a bilateral pact.
SmartKarrot
SEPTEMBER 26, 2022
Role: Customer Success Manager Location: Remote, London, England, United Kingdom Organization: Canonical As a Customer Success Manager, you will onboard new Canonical customers and introduce them to the products and support processes. Collaborate with sales and support in developing and delivering engagement plans that fulfill the customer’s objectives.
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.
Spearline
SEPTEMBER 26, 2022
Digital transformation (DX) is redrawing the entire contact center map. One of the most disruptive DX trends is the shift to a seamless omnichannel customer experience (CX). Increasingly, customers (we’re looking at you, millennials ) are choosing webRTC avenues for sales and support before they even consider making a call to a contact center. These new, interconnected WebRTC communications channels are vulnerable to all the usual web demons; breakages, outages, latency, jitter, etc.
SmartKarrot
SEPTEMBER 26, 2022
SaaS organizations are continuously trying to determine how to facilitate rapid and sustainable long-term growth. However, as customer expectations and market trends continue to evolve at exponential rates, generating and converting new prospective customers can be an extremely difficult process. Therefore, prioritizing expansion revenue as well as calculating and analyzing Net Revenue Retention has become an established standard across the SaaS industry.
CSM Magazine
SEPTEMBER 26, 2022
A survey of over 2,000 working age adults has revealed that the perceived standard of UK customer service is slipping in the wake of record inflation. Close to half (41%) of the respondents questioned by People 1 st International said that the standard of customer service they had received in the last 12-18 months had worsened. A further 37% were ambivalent towards the standard of customer service on offer, suggesting that ‘skimpflation’ – a phenomenon whereby inflationary pressures and sq
Dialer 360
SEPTEMBER 26, 2022
Today, customer service can take place across multiple touchpoints, and it is important to have a multichannel contact center solution that can integrate multiple channels and provide seamless customer service. Contact centers have seen a significant transformation thanks to the digital revolution. While we used to refer to these as “call centers,” the majority of firms have made the move to “contact centers”.
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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.
CSM Magazine
SEPTEMBER 26, 2022
Engaging with prospects effectively via cold calling is a nerve-wracking task for every sales rep. Given the fact that the attention span of people across the world is declining sharply, it is important for sales teams to be prepared with ready scripts to quickly make their point and deliver the benefits of their products/services. To this end, call scripting software ensures that businesses bring in more in-depth information regarding the sector in which they provide their services.
Momentum Telecom
SEPTEMBER 26, 2022
Today’s work-from-anywhere environments make cloud solutions more than nice to have – they’ve become a necessity. It’s crucial for businesses to find the right partner to help guide you along your cloud journey. Discover the benefits of working with a managed cloud services provider like Momentum. Download Infographic. The post Managed Cloud Services: The Secret to Successful Cloud Adoption appeared first on Momentum Telecom.
CSM Magazine
SEPTEMBER 26, 2022
Great content is one of your business’ most important assets. This rings true especially for customer service. It can enhance your existing customer’s experiences of your products and services, strengthening brand loyalty, as well as create new positive experiences for prospective customers, compelling them to come back for more. Great content really is the secret ingredient that can delight your audience and make your brand’s reputation shine.
Momentum Telecom
SEPTEMBER 26, 2022
Today’s work-from-anywhere environments make cloud solutions more than nice to have – they’ve become a necessity. It’s crucial for businesses to find the right partner to help guide you along your cloud journey. Discover the benefits of working with a managed cloud services provider like Momentum. Download Infographic The post Managed Cloud Services: The Secret to Successful Cloud Adoption appeared first on Momentum.
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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