Fonolo
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
ShepHyken
NOVEMBER 23, 2021
What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.
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Contact Center Pipeline
NOVEMBER 23, 2021
Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their teams to achieve qualitative goals, such as increasing customer satisfaction, customer retention and providing a superior customer experience (CX).
SharpenCX
NOVEMBER 23, 2021
If you’re like me, you’ve already started mentally preparing for the holiday season. You’re tying up loose ends, finishing end of year projects, and looking ahead to what 2022 will bring. As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. So, to help you, we’ve put together a reading list to get you through the holiday season. .
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VirtualPBX
NOVEMBER 23, 2021
Holiday Communications Survival Mode. Small businesses must prepare for the increased volume the holidays bring by maximizing internal and external communication needs in today’s challenging business environment. From the website to phones to texting, connecting is even more essential than ever to succeed. As a business owner, adapting and changing at a moment’s notice will be crucial, and pregaming how your customers will want to communicate with you (and they will) is time worth investing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
NOVEMBER 23, 2021
As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry. Between bots, personalization, and overall process transparency, you already know many ways to address upgrading your CX. But what you may not know is that the same technology is the foundation of all these approaches: Artificial intelligence.
Totango
NOVEMBER 23, 2021
Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.
Bill Quiseng
NOVEMBER 23, 2021
Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for many who have wished me well as I recover. Today I would like to give a very special mention to the following people: Edgar Gum, regional vice president for Marriott Vacations and his team, along with my fe
Comm100
NOVEMBER 23, 2021
87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why.
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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
ClientSuccess
NOVEMBER 23, 2021
As we head into 2022, the need for open-source data sharing is even more critical. There are thousands of SaaS-based businesses out there already, and more are being thought into existence every day. For these businesses to work together – and for customers to get the most out of their products and services – there must be a secure way to connect, share, and engage on both sides.
Edify
NOVEMBER 23, 2021
Last week I attended the GDS CX Innovation Digital Summit. The event ran Monday through Wednesday and featured speakers from companies like Nestle, NuSkin, and FootLocker, breakout sessions, and pre-scheduled 1:1 meetings. The GDS website promoted the event by saying, “ Sense check your approach with like-minded industry experts, sharing insight on business-critical challenges and disruptive technology and drive your industry forward collaboratively ,” which might seem like a lot of buzzword-y f
Ansafone
NOVEMBER 23, 2021
Contact Centers can support business performance by becoming an extension to the brand in which it’s representing. Whether it’s creating new sales opportunities or lowering operational costs, partnering with an answering service provider makes reaching goals and expanding a business possible. When it comes to sustained success, it’s customer service that truly matters.
Liveops
NOVEMBER 23, 2021
By Liveops partner Recruitics, a data-centric recruiting marketing agency. Many employers have sustained record-level labor supply shortages as a result of the pandemic. In July, job openings reached an all-time high of over 10.9 million , with 8.7 million unemployed people in the US, making it the largest gap on record – leaving 2.2 million more job openings than unemployed job seekers.
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.
Interactions
NOVEMBER 23, 2021
The pressure on contact centers to drive higher liquidation rates for accounts receivables while keeping costs under control continues unabated. These dual pressures seem at odds, especially with net revenue tied directly to the agency’s ability to have consumers pay outstanding balances in full or to make reasonable arrangements to do so over time.
Help Scout
NOVEMBER 23, 2021
Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional.
Jon Arnold
NOVEMBER 23, 2021
It’s been a busy month, and this is my third writeup for No Jitter during November. Well, if it’s working, keep on doing it, right? This time around, I’m writing about a central theme of mine - The New Voice - which also goes by NAOV - New Age of Voice. Whatever you want to call it, there’s no doubt - in my mind at least - that as voice takes new forms - thanks in large part to AI - it brings new value to businesses.
CSM Magazine
NOVEMBER 23, 2021
Customers are the focal point of any business. After all, no business will ever be able to achieve their intended level of success if they don’t have happy customers to back the business up. The happier your customers are, the higher your level of customer loyalty is. With the competitive arena that companies are in today, it’s even more essential for them to strive to consistently make their customers happy.
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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.
NobelBiz
NOVEMBER 23, 2021
Call center analytics helps you to gather and evaluate every bit of relevant information to your campaigns. These reports can also help you enhance your business intelligence by providing actionable and valuable insights into your customers. To fully harness the potential of customer Data, you must apply them to real-world business situations. Discover our complete article on how to successfully navigate your call center analytics, and how it can grow your business intelligence.
Abby Connect
NOVEMBER 23, 2021
Empathy is a deep, heartfelt emotion that exists within all of us. Some people have a harder time either recognizing that it’s appropriate to have or recognizing when it needs to be conveyed and how to do that. Because without the words, the other person may not know that you understand their feelings. Read on for a detailed guide on building the empathy skills necessary to help connect with people.
Arbeit
NOVEMBER 23, 2021
The CFPB realizes that there are generations who prefer to communicate via social media, even on matters like debt collection. Tim explains how social media can fit into your omnichannel strategy in part four of our Reg F mini series. The post Should I Use Social Media To Reach Consumers? appeared first on Arbeit -.
Uniphore
NOVEMBER 23, 2021
The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI
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!
Education Services Group
NOVEMBER 23, 2021
Energized, inspired, exhausted (in a good way)! Churn Zero’s BIG RYG: Virtual made me feel all those things and much more! My favorite part of attending Customer Success conferences is knowing that I will walk away with a plethora of best practices and tangible solutions that can be implemented with my team immediately. That’s because leaders in the Customer Success community are always willing to share how they’re tackling today’s major industry challenges.
Arbeit
NOVEMBER 23, 2021
One of the most significant outcomes of Reg F was the clarification of omnichannel communication methods, including texting. Tim covers all the different ways that you can use texting under Reg F in Part 3 of our Reg F Mini Series. The post How Am I Allowed to Use Texting Under Reg F? appeared first on Arbeit -.
CustomerSuccessBox
NOVEMBER 23, 2021
The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them. There are a lot of tools out there and here we’ve collated the Top Customer Success software that your team needs in 2022. CustomerSuccessBox.
NobelBiz
NOVEMBER 23, 2021
Call center analytics helps you to gather and evaluate every bit of relevant information to your campaigns. These reports can also help you enhance your business intelligence by providing actionable and valuable insights into your customers. To fully harness the potential of customer Data, you must apply them to real-world business situations. Discover our complete article on how to successfully navigate your call center analytics, and how it can grow your business intelligence.
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
CSM Magazine
NOVEMBER 23, 2021
The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead. Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021.
Help Scout
NOVEMBER 23, 2021
Hiver is a step above a shared mailbox, but it still lacks the collaboration tools many teams need. Consider these 9 Hiver alternatives.
CSM Magazine
NOVEMBER 23, 2021
With everything happening in the world, more and more people need medical attention. As a medical practitioner, not only is your job to help those in need, but it is also essential to reach patients who are looking for medical attention outside of your clinic or office. As the internet becomes bigger and bigger each day, people run to technology to seek practitioners who will provide care at the comfort of their own home.
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