Quiq
NOVEMBER 4, 2020
Share This Story Retailers are facing heavy demands this season as they prepare for the holidays. The customer experience is more critical than ever before, and engaging with consumers during this busy time of year is the key to making more sales and increasing branding interest. Holiday season outbound messaging is the ideal way to reach potential shoppers in this digital world.
ShepHyken
NOVEMBER 4, 2020
This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night. It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year.
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Contact Center Pipeline
NOVEMBER 4, 2020
Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the introductory or beginner class, and it was usually more theory than practice. Next up in complexity were the 200 series classes, which were more about practical applications and designed for students […].
Aspect
NOVEMBER 4, 2020
Aspect Software is celebrating 16 years in India. . In 2004 Aspect opened an office in Bengaluru (also called Bangalore) with four employees focused on quality assurance and facilities. The headcount has grown to 424 employees that currently work across various departments including consolidated customer care, professional services, research & development and sales in one center. .
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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.
Ameyo
NOVEMBER 4, 2020
There is just something about the holiday season that inherently makes us happy. Be it the Halloween costume shopping, celebrating Eid, or getting ready to welcome our good old friend Santa while setting the table for the Thanksgiving dinner. It’s a happy and cheerful vibe all around. While the celebration is in the air, this … E-commerce Strategies to Prepare for the Holiday Rush Read More » The post E-commerce Strategies to Prepare for the Holiday Rush appeared first on Ameyo.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
NOVEMBER 4, 2020
In this whitepaper, we examine the impact of pandemics on the global telecommunications infrastructure. We investigate the repercussions that a pandemic such as COVID-19 can have on connection and audio quality rates across a number of countries. Throughout this whitepaper, we analyze the approach taken by a number of countries, as well as examining the long term impact of the pandemic on the telecoms industry.
C3Centricity
NOVEMBER 4, 2020
One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs. To be fair, the trends were already there, covid just speeded them up.
SharpenCX
NOVEMBER 4, 2020
For many companies, the holidays mean extra days off and hours spent with friends and family. For others, it’s the busiest time of the year. Hiring and training seasonal workers ramps up and everything is go,go,go. In fact, many contact centers see up to 10x the typical call volume during holidays, events, and vacation seasons. No matter your industry, your job as a manager is in hyperdrive this time of year.
CSM Practice
NOVEMBER 4, 2020
Every business needs to grow. However, business growth cannot be achieved by simply implementing upsell and cross-sell strategies. Ergo, imposing proactive customer expansion strategies can be beneficial not just for the customers, but ultimately for a company to survive. Chris Swider, Director of Customer Success, and Andre Guidry, Sr. Manager, Customer Success Operations from Veriforce joined us in our recent Customer Success Executives Roundtable and discussed Proactive Customer Expansion Str
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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
PeopleMetrics
NOVEMBER 4, 2020
Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Do you need both? How can you use them together? In this edition of PeopleMetrics LIVE! , we talked about the TRUE meaning of “customer-centricity,” and provided some practical tips and guidance on how to start shifting to a customer-centric mindset within your organization.we talked about the distinct differences between Voice of Customer (VoC) and Market Research,
Tethr
NOVEMBER 4, 2020
Managing and improving contact center performance and customer experience has never been more important—and more challenging—than now. With the ongoing work and life disruptions brought by COVID, contact centers and customers alike are facing new and evolving burdens daily. Service interactions face more complexity than ever before. COVID has forced businesses across every industry to work from home, shift their daily operations, and begin to rely on phones and meeting technology more heavily th
LiveVox
NOVEMBER 4, 2020
The LiveVox Executive team believes that the most important investments you can make as a leader are the time and resources you dedicate to developing a productive and positive environment, and that belief extends to our wider communities. Just like the success of any organization depends on empowering its employees with strong company culture and […].
Vcaretec
NOVEMBER 4, 2020
When it comes to hiring a customer service company, you want to hire the best of the best. After all, a customer service company will be taking care of your paying customers at their most frustrated and vulnerable. You need to make sure that the company you hire to do that takes the responsibility seriously, and has a record of good outcomes. (v)WeCare is one such company.
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.
SmartAction
NOVEMBER 4, 2020
Just about everyone has an IVR horror story to share. Being forced to listen to repetitive menus. Getting stuck in an endless cycle of trying to navigate through options that don’t meet your needs. Wanting to throw the phone against the wall in frustration after hearing an automated voice announce, “I’m sorry, but I didn’t get your response.”. Over the past few years, the evolution of conversational AI and delivery over the cloud has enabled businesses to go far beyond the boundaries of traditio
Call Journey
NOVEMBER 4, 2020
Call Journey, a global leader in the A.I. Conversation Analytics space , has seen a huge expansion of its customer adoption and is now expanding its U.S presence further with the engagement of Mr. Simon Chen. Chen, who was born in Melbourne, and who now resides in Colorado, joins Call Journey as a Strategic Advisor. He will work with Call Journey on its North America expansion strategy and with key global partners such as Microsoft , Genesys and SAS.
Injixo
NOVEMBER 4, 2020
It's a known fact, forecasting is the main pillar in workforce management , particularly in co ntact center resource planning - get it wrong and the entire process is undermined. As a result, a lot of innovation has taken place in the field of forecasting over the last few years, and there’s a minefield of jargon out there. In this webinar, we'll cut through the jargon and you'll learn how to select and apply the forecasting techniques that will work in your business.
A Better Answer
NOVEMBER 4, 2020
Customer service has often been seen as a reactionary tactic rather than a proactive strategy. Merely reacting to customer complaints when they arise won’t cut it anymore — your business must provide an outstanding customer experience before, during, and after the sale.
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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.
Injixo
NOVEMBER 4, 2020
It's a known fact, forecasting is the main pillar in workforce management , particularly in co ntact center resource planning - get it wrong and the entire process is undermined. As a result, a lot of innovation has taken place in the field of forecasting over the last few years, and there’s a minefield of jargon out there. In this webinar, we'll cut through the jargon and you'll learn how to select and apply the forecasting techniques that will work in your business.
CSM Magazine
NOVEMBER 4, 2020
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”. . The pandemic is reshaping the world of work with social distancing and local restrictions now known as the “new normal”. In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution fi
Ambs Call Center
NOVEMBER 4, 2020
In looking at common answering service rate plans we warned that some answering services charge additional fees beyond the typical base rate and usage charges. Watch out for these ancillary charges. Left unchecked they can turn a reasonable rate into a budget buster.
Call Journey
NOVEMBER 4, 2020
Call Journey, a global leader in the A.I. Conversation Analytics space , has seen a huge expansion of its customer adoption and is now expanding its U.S presence further with the engagement of Mr. Simon Chen. Chen, who was born in Melbourne, and who now resides in Colorado, joins Call Journey as a Strategic Advisor. He will work with Call Journey on its North America expansion strategy and with key global partners such as Microsoft , Genesys and SAS.
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!
SmartKarrot
NOVEMBER 4, 2020
Source: Pexels. To let all the members stand on one page, it is important to hail customer meetings. Although a meeting might cater to a specific objective, but what each of them have in common is building strong relationships. Meeting customer requirements and expectations is a must. And that is where a planned meeting serves the purpose. Gone are the days when meetings were about sipping coffee and checking-in with weekly updates.
ClearAction
NOVEMBER 4, 2020
Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious.
SmartKarrot
NOVEMBER 4, 2020
Role: Director of Customer Success Location: Charleston, South Carolina Metropolitan Area, US Organization: GoodUnited As a Director of Customer Success, you will develop, implement, and optimize the Customer Success strategy and frameworks to drive key measures of success. Serve your Customer Success Managers and their teams with one-on-one coaching and team development sessions.
CSM Magazine
NOVEMBER 4, 2020
Investing is the latest trend! Most people spend money while smart people invest it. Investing means allocating money in various endeavours with the intention of making a profit. Most of the people invest their money in business or assets. However, investments come with risks, so you need to calculate all the aspects before you invest your money in something.
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
SmartKarrot
NOVEMBER 4, 2020
The very reason technology exists since times immemorial is that it makes our jobs easier. With more and more sophistication in the way we work, technology has reduced the efforts in getting our jobs done. People have started valuing effortlessness and time in any technology they use – be it for work or personal tasks. The maturity of any organization is demonstrated by the ease of operations it handles in all its business processes.
CSM Magazine
NOVEMBER 4, 2020
The UK’s largest rental equipment company Sunbelt Rentals has boosted productivity of its plant delivery operations by as much as 30 percent following the introduction of new technology from Leeds-based BigChange. The mobile workforce management system has transformed Sunbelt Rental’s UK business with a switch to paperless working and improved management visibility with real-time information.
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