Contact Center Pipeline
DECEMBER 7, 2022
At contact centers, human interactions matter. According to the 2022 CX Leader Trends & Insights report, 80% of customers indicated that positive experiences increase the likelihood of return purchases. On the other hand, negative experiences affect future purchasing decisions 80% of the time. Despite the rise of automation in contact centers, consumers value human interactions […].
ShepHyken
DECEMBER 7, 2022
When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?” . We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead.
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VirtualPBX
DECEMBER 7, 2022
Thought Leadership with Kevin Peyton, Vice President of Sales and VoIP Expert. Tis’ the season to excel at customer satisfaction, help your business prosper, and achieve greater results with effective business communication methods. You’ve undoubtedly noticed that the business calling and VoIP landscape has changed over the years. To give you the best calling advice this holiday season, we talked to our very own VoIP extraordinaire – Kevin Peyton.
Spearline
DECEMBER 7, 2022
Spearline has acquired Callstats. We have some exciting news to share! After acquiring testRTC a year ago. WebRTC monitoring is now in the best hands. If you’re not aware, Callstats offers a passive monitoring solution for WebRTC applications. You embed their SDK (software development kit) within your application, it then siphons the metrics it needs to its servers for further analysis – similar in many ways to our watchRTC product.
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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.
kommunicate
DECEMBER 7, 2022
Last Updated on December 7, 2022 These days we talk extensively about mental health and its lasting impact on the quality of life. The truth is as many as 56% of Americans fail to receive proper mental health care. The good news is, as with anything, technology is increasingly playing a critical role in delivering [.]. The post 4 Ways Therapy Chatbots are Advancing Mental Health Treatments appeared first on Kommunicate Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Omnicus
DECEMBER 7, 2022
As a team leader in a contact center, it can be frustrating when you have unengaged employees. These employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive. However, it’s important to remember that unengaged employees are a common problem in the contact center industry, and there are steps you can take as a team leader to help get your employees engaged and motivated.
Jon Arnold
DECEMBER 7, 2022
The December issue of JAA’s Communications and Collaboration Review is out now, along with the latest Watch This Space podcast. As the thumb below shows, Chris and I did a roundup of the November events I attended, along with our 2022 takeaways. Hope you like it! If you’re not a subscriber, signing up to my newsletter is easy - the signup page is here.
JivoChat
DECEMBER 7, 2022
Learning how to create an ecommerce website with WordPress is a simpler task than you may imagine. With an intuitive interface, this platform makes it easy to build your own online store from scratch without having to be an expert in design or coding. It’s the perfect opportunity to take your business plan out of the paper and begin selling online.
Playvox
DECEMBER 7, 2022
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?”. All of our customers need our empathy. They need us to infuse our emails, chats, and social media responses with words that demonstrate we understand what they are feeling, we see things from their point of view, and we care.
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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
Comm100
DECEMBER 7, 2022
Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.
Revation Systems
DECEMBER 7, 2022
The digital healthcare revolution has provided the catalyst for transforming patient care as we know it. But this transformation came abruptly, significantly due to the COVID-19 pandemic. It also resulted in a massive increase in the number of endpoint solutions. Today’s healthcare providers need to take a step back and gain a macro view of the larger communication approach.
aircall
DECEMBER 7, 2022
When evaluating different cloud-based phone solutions , it’s important to compare service providers based on what your team needs. Built to help you streamline business communication, Nextiva is a VoIP solution that offers a connected experience through the phone, SMS, email, and chat. While it also offers additional products and services, its voice solution is what we’ll focus on here.
VirtualPBX
DECEMBER 7, 2022
Thought Leadership with Kevin Peyton, Vice President of Sales and VoIP Expert. Tis’ the season to excel at customer satisfaction, help your business prosper, and achieve greater results with effective business communication methods. You’ve undoubtedly noticed that the business calling and VoIP landscape has changed over the years. To give you the best calling advice this holiday season, we talked to our very own VoIP extraordinaire – Kevin Peyton.
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.
aircall
DECEMBER 7, 2022
Whether you’re a business owner or team manager, having the right features on your cloud-based business phone is crucial to your organization’s success. You may have an existing phone solution like RingCentral, but is it really delivering the value you need? And is it equipped to tackle your business’s growth as your team scales and expands? . As your goals and objectives evolve, so do your business requirements.
Netomi
DECEMBER 7, 2022
I’ve never flown with Frontier Airlines, but I know people who have. Imagine this. You’re at the gate waiting to board as the scheduled flight departure time is here. Agents on the ground are trying to check passengers in and deal with last-minute changes and requests. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone.
Nicereply
DECEMBER 7, 2022
A strong customer success team must be built consistently and with the right tools. In this article, we will tell you how to do it. Every business knows that customer success is key to maintaining loyal customers and ensuring positive word-of-mouth marketing. For that reason, building a solid customer success team is essential for your business success.
CSM Magazine
DECEMBER 7, 2022
Sabio Group, the digital customer experience (CX) transformation specialist, has unveiled the keynote speakers for its flagship European technology event. Self-proclaimed ‘data detective and geek storyteller’, Tim Harford OBE, will entertain delegates at Disrupt in London in February. Tim – an award-winning journalist and BBC presenter – is a renowned author specialising in business and the economy.
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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.
TCN
DECEMBER 7, 2022
Call centers across the globe face many of the same challenges, from agent retention rates. The post <strong>Top Trends Taking Over the Call Center Industry in 2023</strong> appeared first on TCN.
CSM Magazine
DECEMBER 7, 2022
A contact center serves as a primary hub for customer service through which customers can connect with the organization around different mediums. Finding the best contact center service for your business can be challenging, as the total number of existing contact centers in this world is about one hundred and sixty thousand. Still, if you have an idea of your requirements, it will be easier than it sounds.
JustCall
DECEMBER 7, 2022
Creating a stable revenue stream is crucial to building a long-term sustainable business. So how do you do that? Well, by developing a sales strategy that’s dynamic. A robust sales strategy is a guiding light for acquiring new customers who can contribute to the revenue pipeline. All businesses must develop a sales strategy regardless of their size, nature, or industry.
CSM Magazine
DECEMBER 7, 2022
You may have heard the term generative AI before, but what does it actually mean? In short, generative AI is a type of artificial intelligence that is used to create new things. This could be anything from new products and services to unique customer experiences. According to Gartner, Generative AI is one of the top 5 impactful technologies in 2022.
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!
JustCall
DECEMBER 7, 2022
Does your sales team have something they can follow or look up to for guidance? Without a master plan, your sales team members might be presenting pitches in the dark. For the same reason, a company needs a sales playbook. A sales playbook can be the guiding star for the existing sales team and newly-joined SDRs. Without a sales playbook , the sales team leans on guesses.
SQM Group
DECEMBER 7, 2022
Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to them.
JustCall
DECEMBER 7, 2022
Sales call planning is the first and most crucial step to closing successful sales deals. Going unprepared in the calls could mean the loss of potential clients and business. Take, for example, Alex. Alex, the sales professional, has a scheduled sales call with a reputed client this evening. He is pretty confident in his abilities. So, he decides to skip the pre-call planning part for the work he considers more important.
DMG Consulting
DECEMBER 7, 2022
MEDIA ALERT. DMG Consulting Releases 2022 – 2023 Cloud-Based Contact Center Infrastructure/Contact Center as a Service Product and Market Report. Adoption and momentum of CBCCI/CCaaS solutions is strong despite economic downturn. Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services.
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
JustCall
DECEMBER 7, 2022
You want to rev up your sales team performance to compete in this fast-paced world. But you don’t know how and where to start. Well, there are sales metrics and sales analytics software to take you closer to goals. Read on to know how to track and improve your sales performance by using the right metrics and analytical tools. What is Sales Analytics?
SQM Group
DECEMBER 7, 2022
A call center dashboard provides comprehensive and customizable data visualization reporting from the agent to the call center level.
JustCall
DECEMBER 7, 2022
A sales pitch is a crucial part of the sales process. The sales pitch, or sales presentation, often becomes the decisive factor in whether a sale is successful or not. What adds to the difficulty is the fact that there is a short span of time to hold the attention of the listeners and make a strong impact. Sales presentations see a lot of variation all around.
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