Contact Center Pipeline
APRIL 28, 2021
2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the benefits of an OpEx model, zero-touch roadmap upgrades, and the beginning rumblings of moving away from the traditional brick-and-mortar facility to save on capital expenses and attract talent from a wider […].
ShepHyken
APRIL 28, 2021
This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car. About a month later he’s in a parking lot and the car won’t start. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. – maybe even the world.
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Myra Golden Media
APRIL 28, 2021
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future.
CSM Magazine
APRIL 28, 2021
Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. Just think how fiercely Apple users feel about the company’s products, for example. But who can honestly say they love their bank, mortgage broker or credit card provider? There’s no reason why financial services firms shouldn’t be as beloved as technology providers, High Street coffee chains or soft drink brands.
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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.
Integrity Solutions
APRIL 28, 2021
What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. This emphasis on value and delivering exceptional service is what gives truly customer-centric companies the edge: It increases customer loyalty and that loyalty drives growth.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
APRIL 28, 2021
In this episode of the Spearline Podcast, Josh & Kees speak with Business Development Manager Luke Genoyer & Technical Support Lead Alain Rodriguez from Global Call Forwarding, the most trusted provider of virtual phone providers. Global Call Forwarding provides businesses toll-free and local phone numbers that are unique to a specific country so they can establish a local presence anywhere in the world.
SharpenCX
APRIL 28, 2021
At the start of the pandemic, I, like many people, needed a feel-good show to binge. The suspenseful thrillers that usually catch my attention seemed a little too eerie for the time. So, I turned to replaying episodes of The Office and seeking out a new cast to adore. I landed on the Rose Family – the quartet of David, Alexis, Moira and Johnny, at the center of the hit PopTV show Schitt’s Creek.
aircall
APRIL 28, 2021
With so much evolution in the marketplace, small businesses need the ability to be flexible and agile. That’s challenging to do when you have limitations because of a legacy landline phone system. Given today’s business climate, it’s fair to ask whether a modern phone system that works with business phone apps is a better choice. To that end, we’ll describe how business phone apps work and review their benefits.
ClientSuccess
APRIL 28, 2021
As a CSM, you’ve probably been ghosted a time or two – by clients, of course. When critical issues aren’t being flagged, weeks can pass before you look around and realize you haven’t connected with a customer in some time. Then, when you try to reach out and re-engage it can be near impossible to elicit a response from the customer in question. . When do customers ‘go dark’.
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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
JivoChat
APRIL 28, 2021
Customer service is king. You’ve heard it before. But to truly rule in your market, you can’t rely on traditional methods. What many companies fail to realize is that there are many different types of customer service. More importantly, if you’re not actively engaging people with these different approaches, it could cost your company a lot.
ClientSuccess
APRIL 28, 2021
Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams.
Concentrix
APRIL 28, 2021
Register to join us for our webinar on May 6th. The post Transform Your Cloud Contact Center Using Amazon Connect appeared first on Concentrix.
ClientSuccess
APRIL 28, 2021
Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams.
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.
TMP Direct
APRIL 28, 2021
The Covid-19 pandemic has accelerated the transition that many organizations were already making from traditional sales teams handling all revenue transactions to leveraging e-commerce or online stores for transactional and lower-dollar deals. Not only have sales organizations determined they must focus higher-cost resources on larger revenue clients, but they have also realized that buyers and customers prefer to use self-service options.
ClientSuccess
APRIL 28, 2021
Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers. Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, today announced the release of Conversations by ClientSuccess TM , the first solution in the customer success space for delivering “Conversational Customer Success”.
Spearline
APRIL 28, 2021
In this episode of the Spearline Podcast, Josh & Kees speak with Business Development Manager Luke Genoyer & Technical Support Lead Alain Rodriguez from one of our customers, Global Call Forwarding, the most trusted provider of virtual phone providers. Global Call Forwarding provides businesses toll-free and local phone numbers that are unique to a specific country so they can establish a local presence anywhere in the world.
Skybridge
APRIL 28, 2021
A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right. In one short year, everyone in the healthcare industry has experienced radical, upheaval. (Much of it painful. Some of it surprisingly positive.) It’s important to clarify that, when I say that, I’m not just talking about all that happened for providers. As clinics and hospitals scrambled to figure out new, safe ways of delivering care, their patients were forced to abandon old preferences, accept delays, disruptions, and
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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.
FluentStream
APRIL 28, 2021
If you’ve ever worked in an office before, chances are you’ve had to transfer a call from one extension to another. However, there are a surprising number of people who don’t know there are actually two ways to transfer a. Read More.
Calabrio
APRIL 28, 2021
There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability , greater innovation and cost optimization.
C Space
APRIL 28, 2021
Turbulence Upstream. Jessica DeVlieger, Global CEO. Christina Stahlkopf, Associate Director, Research & Analytics. One of the surprising losers of the pandemic – according to consumers – is Netflix. Beyond great content, Netflix used to provide customers with conversational capital at the water-cooler. So what happens when the water-cooler disappears from customers lives?
bold360 Blog
APRIL 28, 2021
2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%.
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!
C Space
APRIL 28, 2021
Interview with Michael Aragon, Chief Content Officer, Twitch. How would you define the Twitch brand today, in a word or a sentence? I think the way we describe ourselves in a word is “community. And it’s a community centered around live streaming in the interactivity of live entertainment. You have creators and fans who come together because they share a passion, sometimes gaming, others eSports, others cooking, and, increasingly, some just chatting.
LiveVox
APRIL 28, 2021
The rapid evolution of AI has generated an adoption boom of automation and RPA by contact centers. The three main capabilities are chatbots, conversational IVR, and virtual agents, with diverse use cases spanning everything from customer service management, payment processing, and generating and qualifying leads. But what’s the difference between them?
CustomerSuccessBox
APRIL 28, 2021
Customers are at various stages of the life cycle, adoption, maturity, plans, and even expectation. Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding. In a new field where experienced CSM are hard to find. How can Customer Success Technology come to help? Traditional Customer Success software works on a (now obsolete) rule-based engine to generate any early warning signals.
Nuance
APRIL 28, 2021
Although we’ve had to change the way we celebrate all kinds of events over the past year, we continue to work closely together, despite our physical distance. One way we’ve adjusted to this virtual world is by incorporating live-streamed panel discussions that help us connect with people from all over the country and world. Because [.] The post Sharing Perspectives: Women in Tech at Nuance appeared first on What’s next.
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
Transparent BPO
APRIL 28, 2021
Industry Veteran to Lead Philippines Operations Rockville, MD, April 28, 2021 – Steve DiBari has been appointed as Vice President of Operations of Transparent BPO, a global contact center and business process outsourcer. He reports to Lance Hale, President, Transparent BPO. DiBari will be responsible for the company’s growing operations in the Philippines and will […].
C Space
APRIL 28, 2021
The Gaming Giant Making Culture with Elle McCarthy, VP Brand at Electronic Arts.
Knowmax
APRIL 28, 2021
6 Best Practices Of Call Center Training.
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