Wed.Oct 02, 2019

3 Critical Contact Center Components a Knowledge Base Supports

Unymira

Every contact center has three critical components vital to their success: people, technology and information. Customer Service

7 Ways Marketing and Customer Support Team Can Collaborate

LiveChat

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How Customer Engagement Silos Are Holding You Back

Ansafone

Organizational Silos that Hurt Customer Experience With the very best of intentions, most organizations structure themselves into silos. This happens when companies segment people on the basis of skillset into different departments and roles.

Turning Call Center Leads into Sales

ChaseData

Your call center leads are like potential money in your pocket. When you view them as such, you can see just how important it is to follow up properly on each and every one. However, your leads are also living, breathing human beings - not just dollar signs.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Live Up to a Higher Standard of Service

ShepHyken

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table.

More Trending

What Is Proactive Customer Service and 6 Ways to Deliver It Like a Pro

CrazyCall

Why cure when you can prevent? You might have heard that question before. Perhaps it was one of those elderly-eternal-knowledge sentences that p**s you off but can’t be denied.

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers.

Embedding a Learning Culture in Your Business Relationships

Nicereply

Embedding a learning culture helps you and your staff keep up with changing market trends, and keep your products and services relevant to the current market.

8 Customer Engagement Strategies and Ideas to Implement in 2019

REVE Chat Blog

Customer engagement is a strategic objective that needs to align with your organizational vision. Having a strong focus on engaging with users and customers, by interacting with them consistently throughout their life cycle, should be one of the key focus for the teams and business metrics. .

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Exploring the Differences Between a Customer Success Manager and Account Manager

ClientSuccess

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually a difference between the roles? Are their objectives and processes the same?

Want to boost Customer Success? Start with self-service.

inSided

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will!

Could you be doing more to understand your customers?

Eptica

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019.

Best eVoice Alternatives [2019 Review]

Avoxi

If you're in the market for business phone numbers, SMS service, or virtual phone systems, there is a good chance you've come across eVoice. At AVOXI, we know that no business phone service is perfect for every company.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Make Your Life Easier as a Freelancer

JivoChat

The Process of Easy. Loyalty is earned, not a given. In the cutthroat machine of the contemporary world, products and services that deliver become the precedent. Writing is difficult, as a craft and as expression. Freelancing is harder.

3 Onboarding Strategies to Spur User Adoption and Empower Customers

CustomerSuccessBox

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. First of all, it’s proof positive that your service provides the value you’ve aimed for it to provide. .

SaaS 84

How Call Center Outsourcing Can Save You Time and Cost

CSM Magazine

In today’s competitive world, if a company has to survive and thrive, it needs to provide superior quality products or services as well as customer support.

What Does a Call Center Representative Do?

A Better Answer

The outsourcing world is divided into different service sectors, and two of these sectors are the most crucial to success: call center services and virtual assistant services

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Prepare Your Contact Center for the Holiday Rush

LiveVox

Is your Contact Center Prepared for the Holiday Rush? When you think about the holidays your first thought probably includes lots of parties, brisker temperatures, and cherished time with friends and family.

Integrating SMS Into Your Sales Cadences

Calltools

If your sales cadence doesn’t include short message service (SMS) capability, you are already running in the back of the pack. Your sales cadence needs to meet the needs of, and cater to the proclivities of today’s “thumb generation.” ” What Is A Sales Cadence?

Sales 52

Customer Service Week 2019: Celebrating the magic of service!

Global Response

Global Response makes magic every day by providing exceptional customer experiences. During Customer Service Week, Oct. 7-11, the Margate contact center will celebrate its Brand Specialists and all those whose work with more. The post Customer Service Week 2019: Celebrating the magic of service! appeared first on Global Response. Events and Partnerships Global Response Blog

Generating AI-Powered CX Insights for the Frontline

Concentrix

Discover how your speech analytics platform can provide richer frontline insights. The post Generating AI-Powered CX Insights for the Frontline appeared first on Concentrix. Thought Leadership Resources

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

How Your Call Center Experience Can Be Improved with AI

Revation Systems

Technology is changing many facets of our daily lives. Even if we haven’t heard the buzzword “digital transformation” at some point over the last couple of years, we have certainly felt the impact those advancements in technology have had on how we communicate with others.

Healthcare: 5 Ways to Know It’s Time to Update your Contact Center Platform

LiveVox

Ways to Know It’s Time to Update your Contact Center Platform ER doctors and paramedics keep in mind that they meet patients on one of the worst days of the person’s life. This isn’t always true for patients who contact their healthcare organization, but regardless of how serious their problem, they need a quick, efficient, The post Healthcare: 5 Ways to Know It’s Time to Update your Contact Center Platform appeared first on Livevox.

How Your Call Center Experience Can Be Improved with AI

Revation Systems

Technology is changing many facets of our daily lives. Even if we haven’t heard the buzzword “digital transformation” at some point over the last couple of years, we have certainly felt the impact those advancements in technology have had on how we communicate with others.

Episode 02: Social Robots & The Uncanny Valley

Interactions

Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the second episode here. Social robots—it’s something people have dreamed of for a very long time. But it’s only recently been possible to build something that’s actually useful, of course much thanks to advancements in speech recognition and computer vision.”. Jim and Gabriel talk social robots, AI-powered robots that look and communicate like humans.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.