Uniphore
DECEMBER 6, 2021
Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.
Callminer
DECEMBER 6, 2021
If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective.
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ShepHyken
DECEMBER 6, 2021
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. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. (Destination CRM) What’s the difference between customer service and customer care?
Bill Quiseng
DECEMBER 6, 2021
It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl
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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.
Customer Service Life
DECEMBER 6, 2021
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Then there are those times when the pendulum swings in the other direction and I instead spend my time reviewing analytics, planning for the future, and working with others in the organization on initiative
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Kapta Customer Success
DECEMBER 6, 2021
Net promoter score results aren't enough to gain a clear understanding of what your organization needs to do to build healthier and longer-lasting relationships with key clients. Instead, it's important to develop an interview and feedback system that integrates into overall account management so your KAM team has a strong relationship with each client that continues to develop over time.
CSM Magazine
DECEMBER 6, 2021
Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead. Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary st
NICE inContact
DECEMBER 6, 2021
For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious.
Tethr
DECEMBER 6, 2021
The end of Q4 is looming before us, and for many folks in sales , that means a rush to the finish line to meet an essential end-of-year sales quota. With the pressure on, you’re busy pushing deals through the pipeline at alarming speeds; even as your prospects look to postpone any important decisions until next year. It’s a tough situation, and one of the most challenging for even the most talented sales gurus. 4 ways to boost your end-of-year sales.
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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
ProProfs Blog
DECEMBER 6, 2021
If you’ve been using Wufoo and looking for Wufoo alternatives, then you’ve come to the right place. New software solutions are released frequently, and you can always find a better and more robust alternative to meet your needs. This is what we’re going to discuss in this post – tools similar to Wufoo so that you can upgrade the way you build online forms, share them with your audience, and collect data.
Upstream Works
DECEMBER 6, 2021
The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations.
Topdown
DECEMBER 6, 2021
Automation has played a major role in crafting the society that we all live and operate within every day. Consider the first iteration of automation as the great American industrial revolution. The key proponent to the first industrial revolution was the invention of the assembly line. With automated machine manufacturing in place, it was easy to insure that each piece of the production line was manufactured to spec, and therefore minimized error.
Nuance
DECEMBER 6, 2021
Transcribing conversations between doctor and patients, as in Nuance’s Dragon Ambient eXperience (DAX) solution, is a very challenging application for speech recognition. One reason is that today’s speech recognition systems can reach optimal performance only for close-talk input, which requires the speaker to wear a headset microphone or use a handheld device like a mobile [.
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.
customer sure
DECEMBER 6, 2021
Like most people, I get sent a fair few invitations to complete satisfaction surveys. But probably unlike most people, I take the time to complete them and give my feedback. Let’s keep ‘the good, the bad and the ugly’ of survey design and length for another blog. The thing I wanted to talk about here was the strange ability some companies have to completely ignore the feedback I’ve provided them with.
Jon Arnold
DECEMBER 6, 2021
Last month I did the lock note in person at our SCTC conference, and this month I’m presenting at Five9’s CX Summit Canada. This one will be virtual, which is too bad since there are so few industry events in Canada, and otherwise, this one would likely have been right in my back yard. A gig is a gig, though, and I’m more than happy to share my perspectives on trends and opportunities shaping the contact center.
Certified Languages International
DECEMBER 6, 2021
Source: Chris Montgomery on Unsplash. A telephone interpreter tasked with interpreting for a video meeting? Sounds like an oxymoron. While it seems counterintuitive — an audio interpreter conferenced into a video call — over-the-phone interpreters are seeing these types of encounters more and more. If you haven’t been involved in one of these calls yet, chances are, you will be soon.
Jon Arnold
DECEMBER 6, 2021
Time for another podcast - this would be our latest from BCStrategies. If you don’t know, I’ve been with them as a BC Expert for several years, and our podcasts are a great way to showcase a lot of hands-on expertise around communications technologies and contact center. This podcast is mostly about recent consolidation trends, and given current events, there was no shortage of moves to talk about.
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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.
C Space
DECEMBER 6, 2021
Reinventing and Reimagining Excellence. Robert Ader, Chief Marketing Officer, Porsche AG. In a world of inequality, every brand needs to answer what their contribution to the future of our world is. Through our purpose “Driven by Dreams” we really have put the idea of enabling dreams for everyone in the center of our thinking.”. What are the big success stories for your brand over the last 12 months that have driven your brand strength and growth?
Genroe
DECEMBER 6, 2021
This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices. While there are many ways this list could be ordered, it is ordered by number of ratings on Amazon. Sometimes this says more about how long a book has been […]. The post The Top Customer Experience Books (Updated December 2021) appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
Certified Languages International
DECEMBER 6, 2021
Source: Chris Montgomery on Unsplash. A telephone interpreter tasked with interpreting for a video meeting? Sounds like an oxymoron. While it seems counterintuitive — an audio interpreter conferenced into a video call — over-the-phone interpreters are seeing these types of encounters more and more. If you haven’t been involved in one of these calls yet, chances are, you will be soon.
Maru Group
DECEMBER 6, 2021
By Stacey Kinley, SVP, Strategy and Development, Maru/Matchbox | December 6, 2021. Transparency is important in building customer trust so they can adopt sustainable practices. How do you engage customers in a low-engagement, highly regulated industry? How do you get them to adopt sustainability practices that are better for both them and the planet?
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!
kommunicate
DECEMBER 6, 2021
IBM Watson Assistant is a chatbot that employs artificial intelligence. It comprehends customers queries and responds quickly, consistently, and accurately across any application, device, or channel. And mainly Watson Assistant is a service that allows you to integrate conversational interfaces into any website or app. In this tutorial, I will show how to use Kommunicate [.].
Spearline
DECEMBER 6, 2021
Welcome Puerto Rico and Malta to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers’ call experience with your organization. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are pleased to let you know that Puerto Rico and Malta have just joined Spearline mobile, and both countries are available for immediate testing.
CustomerSuccessBox
DECEMBER 6, 2021
With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. All thanks to our leaders who have been contributing to the community to shape and evolve it in the way see it today.
Back Office Centers
DECEMBER 6, 2021
Handling data of any kind can be difficult, especially if it is not one of your strong talents. Data conversion services are here to get the most convenient, automated, and best conversion options for quick processing, whether it’s for deriving intelligence or gaining insights for analysis. This is an important aspect of digital transformation since it ensures that you have all you need for digital procedures in your industry right away.
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
CustomerSuccessBox
DECEMBER 6, 2021
With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. SaaStock. Date- October 17th–19th, 2022. Location- Dublin, Ireland. SaaStock is the best conference in Europe for SaaS founders and Executives.
Uniphore
DECEMBER 6, 2021
As more organizations embrace hybrid work models, the IT helpdesk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%. Further, 33% of help desk staff are not happy about the support they offer, requiring management action to prevent inefficiencies and attrition.
Knowmax
DECEMBER 6, 2021
The post All you need to know about Knowledge Management in 2022 appeared first on Knowmax.
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