Contact Center Pipeline
NOVEMBER 9, 2021
More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models. This has affected some groups of workers more than others. A Look at the […].
CCNG
NOVEMBER 9, 2021
Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly. CRM has long been in the cloud. COVID sent agents to work remotely, and the current job market will keep them there.
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ShepHyken
NOVEMBER 9, 2021
Leading With We . How Businesses Can Lean into Their Purpose. Shep Hyken interviews Simon Mainwaring, Founder & CEO of We First , a strategic consultancy accelerating growth and impact for purpose-driven brands.?He is the author of Lead with We: The Business Revolution That Will Save Our Future. They discuss why companies should take part in creating solutions to the significant issues that the world is facing today.
ProProfs Blog
NOVEMBER 9, 2021
Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Probably not! Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach.
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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.
Nicereply
NOVEMBER 9, 2021
The common mantra that ‘ Customer Experience is not a department, it is an attitude ‘ only succeeds when agents are set up successfully to provide the experience you desire. Soft skills are an essential part of this success and yet, are incredibly hard to teach. CX skills involve empathy, language, creative and critical thinking, vast experiences, and skills not directly taught in school.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Help Scout
NOVEMBER 9, 2021
Use this guide to identify your specific support software needs, understand the types of solutions to look for, evaluate your options, and get leadership buy-in.
Spearline
NOVEMBER 9, 2021
Caller ID in the contact centre If calls go straight to your center, or if your agents contact customers across international networks, accurate presentation of CLI (calling line identification) is essential. What happens when your customer calls you, but there is no call-back number? What happens when you call back but your CLI is not presented correctly?
ChurnZero
NOVEMBER 9, 2021
6 Tips to Improve Customer Onboarding. The proper upkeep and continual improvement of a customer onboarding process are essential to maintain its value over time. Whether you’re rethinking your customer onboarding , building a process from the ground up, or just thinking it’s time for some customer onboarding improvements , it’s a worthwhile investment that substantially increases your return.
Inbenta
NOVEMBER 9, 2021
Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms.
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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
ChurnZero
NOVEMBER 9, 2021
Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience.
Fonolo
NOVEMBER 9, 2021
Contact centers have faced some serious ups and downs in the past few years. Just a year ago, we made some bold predictions around the direction this industry would take – and now, the results are in! While customer empathy, hybrid work, and improved contact center technology were definitely hot topics, there were some 2021 trends we didn’t see coming – namely the shortened customer journey, customer demand for immediate support, and of course, the Great Resignation!
Expivia
NOVEMBER 9, 2021
An Interview with NICE CXone CEO Paul Jarman. Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. And no one knows this better than NICE Cxone CEO, Paul Jarman.
PeopleMetrics
NOVEMBER 9, 2021
Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. These programs often have shared stakeholders, reach out to the same audience, and may share a budget. As such, it’s imperative that your market research and CX programs operate as a joint package. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you ru
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.
CSM Magazine
NOVEMBER 9, 2021
New executive, Tim Klein, brings more than 25 years of combined business development and financial experience to the Calabrio leadership team. Calabrio , the customer experience intelligence company, welcomes Tim Klein as Calabrio’s first Senior Vice President of Corporate Development. Klein brings decades of knowledge in corporate development, mergers and acquisitions, investment banking and finance.
ConvergeOne
NOVEMBER 9, 2021
My past several blog posts have been talking about the characteristics of a modern communications platform. We’ve talked about the technical things we need to pay attention to in order to deliver a better end-user experience. We’ve talked about the embracing of a mobile-first philosophy, the need for an 11-digit E.164 dial plan to enable better directory integration and click-to-call, the advantages of SIP signaling for endpoints, and so on.
ChurnZero
NOVEMBER 9, 2021
The proper upkeep and continual improvement of a customer onboarding process are essential to maintain its value over time. Whether you’re rethinking your customer onboarding , building a process from the ground up, or just thinking it’s time for some customer onboarding improvements , it’s a worthwhile investment that substantially increases your return.
NobelBiz
NOVEMBER 9, 2021
The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. But why is there such a sudden interest in this age-old practice? In recent years, there has been a paradigm shift in the business world. Consumers no longer want to compete for the lowest price. Instead, they value quality and relationships above all else.
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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.
ChurnZero
NOVEMBER 9, 2021
Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience.
Arbeit
NOVEMBER 9, 2021
After numerous conversations with carriers and the third party organizations they work with, we've compiled a complete guide to call blocking and labeling including how it works, definitions and how to prevent your calls from being mislabeled. The post A Complete Guide to Call Blocking and Labeling appeared first on Arbeit -.
JivoChat
NOVEMBER 9, 2021
When you send a message to ask about a product or a service that you are interested in, and the company takes too long to answer back, do you feel discouraged to make the purchase? For many people, that’s a decisive factor not to trust in a brand. Lead response time can help you sell more or less. Have you ever considered it? In the time waiting for a company’s answers there is space for other competitors to move faster, and convince the person to choose their product or service.
Acquire BPO
NOVEMBER 9, 2021
Acquire BPO’s Australian team is heading into the holidays 16,587,897 steps fitter. We recently wrapped our Charity Walk Challenge under our official Corporate Social Responsibility (CSR) program, Dare to Care. The challenge brought together 97 employees across 10 teams , all racing to reach a virtual finish line at 100 kilometres for their selected charities.
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!
Uniphore
NOVEMBER 9, 2021
Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. Over a year after the onset of the pandemic, contact centers have stepped up digital transformation plans at scale. To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies.
CSM Magazine
NOVEMBER 9, 2021
Do you ever feel mentally drained, sleepy or anxious after video conferencing? Well, you’re not alone. While video chat has helped many businesses stay connected, there’s a new ailment that’s sweeping online workers. “Zoom fatigue” first seemed like a passing problem, but long-term hybrid working could be detrimental to workforces without video call respite.
Uniphore
NOVEMBER 9, 2021
Contact centers can adapt to a post-pandemic world and be future-ready with conversational AI and automation. Over a year after the onset of the pandemic, contact centers are looking to transform and enrich their operations with conversational AI and Automation technologies. Call volumes have increased and the pressure to deliver an exceptional customer experience while keeping costs down continues to be a challenge.
LiveVox
NOVEMBER 9, 2021
Contact centers continue to struggle with transforming their customer service operations from a necessary business expense to a growth-driving profit engine. In “Making the Move From Cost Center to Profit Center,” a free webinar hosted by LiveVox, guest speaker and Forrester Principal Analyst Max Ball will explore the research behind: How we came to understand […].
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
Uniphore
NOVEMBER 9, 2021
Contact centers can deliver superior CX and agent experience with conversational AI and automation tools. In a digital-first post-pandemic world, organizations need to pay close attention to the customer experience and agent experience alike. Emerging technologies like Artificial Intelligence, Machine Learning, and Intelligent Automation are helping brands not just to thrive but succeed in a post-pandemic world.
Quiq
NOVEMBER 9, 2021
Share This Story Using Conversational Commerce as an Alternative to In-Store Shopping. Conversational commerce isn’t just a catchy alliteration — it’s a trend taking the retail world by storm. Conversational commerce refers to transactions that take place between consumers and brands through digital conversations. These conversational commerce platforms can be powerful tools, especially in a market that’s increasingly moving away from in-store shopping.
A Better Answer
NOVEMBER 9, 2021
In today's saturated market, running a small company is everything but simple. And while your instinct will lead you to strive for more innovative and original ideas with a clear competitive edge, don't discard the value of good old-fashioned customer service, which can be even more critical to growing your brand.
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