Fonolo
JUNE 29, 2021
No matter what brand or industry you represent, denying your employees the right tools to do their job properly is a sure-fire way to lower engagement. With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health. But technology has remained a barrier for modern contact centers.
ShepHyken
JUNE 29, 2021
The Customer Obsessed Organization. How to Lead with the Customer First. Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. They discuss how customer-obsessed organizations must put their customers at the center of their leadership, strategy, and operations.
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Myra Golden Media
JUNE 29, 2021
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you! Head over to [link] to sign up.
CCNG
JUNE 29, 2021
One might view the rigor and structure of a health authority inspection (i.e. an FDA audit) as a strange tool to use within the contact center space, but Jaedeanne Shaver and her team did exactly that in Alcon’s US Customer Service department and have been reaping the rewards ever since. They set out to develop an internal audit program that would help ensure compliance with financial controls, corporate procedures, and relevant regulations - and ended up with a program which not only did that,
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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.
Guru
JUNE 29, 2021
When companies suddenly shifted to remote work in early 2020, teams that were still hiring grappled with how to onboard new hires from different locations. This has been—and will continue to be—true for leaders of globally distributed, remote, or hybrid teams. The crucial difference is that leaders now have the time—and space—to be more intentional about how they approach remote onboarding and create meaningful experiences going forward.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
JUNE 29, 2021
The client journey may look easy and uncomplicated at first glance. Traditional channels, on the other hand, are no longer the only option for client. In fact, Businesses must cope with customers who use a wide array of communication channels. To adapt to all of these changes, it's critical to develop a typical customer experience based on client segmentation.
inSided
JUNE 29, 2021
Today we’re excited to launch our new Productboard integration to help Community and Customer Success teams create better workflows with Product and make sure no more important insights fall by the wayside. But before we dive into the integration, why should you use a customer community to collect feedback in the first place?
TCN
JUNE 29, 2021
Now that the Supreme Court has issued the long-awaited ATDS ruling, it seems as though. The post Assessing the TCPA Legal Landscape, Post-Facebook appeared first on TCN.
Babelforce
JUNE 29, 2021
In this post: What is Business Process Outsourcing? Why use a BPO? Key BPO benefits Key BPO risks Should you use a BPO? What is Business Process Outsourcing? Business Process Outsourcing is a contractual agreement where businesses pay an external service provider to manage specific tasks. These are usually essential front-office or back-office tasks and can sometimes be fairly complex.
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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
delighted
JUNE 29, 2021
Guest contribution by Christopher Beck, Product Manager at MediaMath. Simply put, product/market fit is the ability of a product to satisfy the needs of a good market. For example, Uber and Lyft can fit the needs of people who want an easily accessible method of transportation on demand. These are users who do not have the patience to call up a cab company and wait for them to find a driver in your area – these users also may not want human interaction.
SharpenCX
JUNE 29, 2021
Today, bots deliver food , offer health care services , farm our veggies and even drive our cars. No, we’re not living in a sci-fi movie. And, no, you’re not about to lose your job to a robot. Don’t worry. But, as technology shifts, it’s important to evaluate how automation impacts the workforce. Inevitably, the roles humans take on and the tasks robots take over will shift how we work and what skills your customer service employees will need to learn to adapt.
NICE inContact
JUNE 29, 2021
Check out the “Contact Center Leader’s Guide to Gamification” eBook for more tips and tricks. Whether you’re just embarking on your gamification journey, or trying to take your program to the next level, this eBook will help you build a sustainable gamification program that motivates all your employees - from your top performers to your brand new agents!
Avoxi
JUNE 29, 2021
What Will STIR/SHAKEN Mean for You? STIR/SHAKEN is the FCC’s response to the ever increasing amount of robocalls made by bad actors. What will STIR/SHAKEN mean for you? This FAQ covers how STIR/SHAKEN works and what you need to know to stay FCC compliant. Whether you're involved in communications or just know somebody working at… The post How Will STIR/SHAKEN Affect You?
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.
Concentrix
JUNE 29, 2021
Golden Bridge Recognizes Concentrix Tigerspike for Innovation in Digital CX. The post Concentrix Tigerspike Recognized for Best Service Innovation in the Health & Pharmaceutical Industry appeared first on Concentrix.
Monet Software
JUNE 29, 2021
The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. These one-on-ones take agents beyond what they learned in a few days or weeks of training and help them respond effectively to real-life customer situations.
Concentrix
JUNE 29, 2021
Golden Bridge Awards Recognizes Concentrix Tigerspike for Best Financial Services Solution The coveted annual Golden Bridge Awards program recognizes and honors the world’s best programs from every major industry in the world. Concentrix Tigerspike won New Product Innovation in the Financial Services category for its industry-disrupting finance tool Factorin™ which transforms CX for small business.
ClientSuccess
JUNE 29, 2021
Kristi Faltorusso. Have you tried to build your Customer Success program without collaborating with your colleagues? Did you fail to set proper expectations with the members of your team? Or do you tend to focus more on problems, at risk customers, or churn that you forget to celebrate the wins along the way? – If this sounds familiar to you, you’re not alone. .
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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.
Concentrix
JUNE 29, 2021
Golden Bridge Recognizes Concentrix Voice of the Customer Platform for Best New Product Innovation ConcentrixCX, our industry-leading Voice of the Customer (VOC) platform received one of the coveted Golden Bridge Awards, which recognize and honor the world’s best in every major industry in the world. This enterprise Customer Feedback Management solution won in the category.
VirtualPBX
JUNE 29, 2021
Independence Day, the Fourth of July 2021, is quickly approaching, and you will want your business to be ready if you plan to change your hours of operation for the holiday. We’ve picked four aspect of our Business Phone Plans you should adjust to keep your customers informed about your business’s plans this year. Ready your VirtualPBX Dashboard to access your Auto Attendant, Voicemail settings, Call Queues, and Ring Groups as we discuss the adjustments available in your phone system.
ConvergeOne
JUNE 29, 2021
Healthcare: If any industry or vertical landed on the map more than ever this past year, it was healthcare. We’ve talked to more healthcare customers than any other vertical during this time, and it makes sense why: healthcare has touched all of us in some way or another this past year. Whether someone has been ill, needed checkups, or is now getting vaccinated, it has or will touch all of us.
NobelBiz
JUNE 29, 2021
The customer experience is critical to every company’s long-term viability. It is critical to have an optimized and tailored client journey for this to be positive. This customer journey’s enhancement is a work in progress. However, focusing on this development when it pulls you away from your primary business might be difficult. Outsourcing is the greatest option, allowing companies to focus their approach on their customers.
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!
Vistio
JUNE 29, 2021
Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). Throughout his career, Peter has advised CX outsourcers, contact center clients, national governments, and industry associations on strategic matters like vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning.
CSM Magazine
JUNE 29, 2021
Thanks to the technological revolution, customer service has become a key factor which distinguishes companies in the financial services and insurance (FSI) industry. Here are some ways the financial sector can measure their customer service, identify gaps and take steps to improve the customer experience (CX). 1. Get Customer Feedback. Without customer feedback, it’s impossible to improve the customer experience.
Strikedeck
JUNE 29, 2021
Will Stevenson, Founder & COO at Onboard.io, discusses the importance of customer onboarding as a critical first step in the post-sales journey in an interview with Vincent Manlapaz. The post Aligning a Practical Customer Success Strategy with a Scaling Organization — In an Interview with Kari Ardalan, Regional Vice President, Scaled Success at Zendesk first appeared on Strikedeck | Customer Success Platform.
Alorica
JUNE 29, 2021
Alorica Inc., the largest customer experience solutions provider in the U.S., announced the availability of hundreds of career opportunities in Cutler Bay — providing those who are looking for a job in customer service an opportunity to work at Alorica for a starting rate of $18/hour. Morning and evening shifts are available for these positions.
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
ConvergeOne
JUNE 29, 2021
Healthcare: If any industry or vertical landed on the map more than ever this past year, it was healthcare. We’ve talked to more healthcare customers than any other vertical during this time, and it makes sense why: healthcare has touched all of us in some way or another this past year. Whether someone has been ill, needed checkups, or is now getting vaccinated, it has or will touch all of us.
CustomerSuccessBox
JUNE 29, 2021
What is a Customer Success Manager? Customer Success Manager (CSM) is a customer facing role whose goal is to ensure value delivery to their customers. CSMs guide their customers to the desired outcomes and maximize derived value from the purchased product or service. They act as catalyst for customer retention. . How are customer success managers measured?
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