ShepHyken

NOVEMBER 17, 2021

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?

Airlines 315

Airlines Self service Customer Service Customer Experience 315

Contact Center Pipeline

NOVEMBER 17, 2021

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater penchant for acronyms than the contact center space. When I first got involved in this industry about 20 years ago, my early impression was that practitioners could conduct an entire conversation […].

Contact Center 130

Contact Center Technology Management 130

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. And, when compared to the cost of customer acquisition, customer retention costs almost 5x less than bringing new customers under your umbrella.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Nextiva

NOVEMBER 17, 2021

Of all the problems that plague growing businesses, the most frustrating is trying to understand user behavior. But then, when you think you've figured it all out, loyal customers begin to leave without warning. Or, new visitors spend hours on your pricing page only to leave without buying. Every team — from support to sales […]. The post How to Use a Customer Journey Map to Keep More Customers [+ Real Examples] first appeared on Nextiva Blog.

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Journey mapping Sales Customer Experience 136

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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.

Outsource Consultants

NOVEMBER 17, 2021

Sometimes the most challenging math problem in business is simply the act of counting our blessings. The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. For BPO providers , with clients expecting seamless and stable service (no excuses), many of these pandemic challenges were tackled in the background, minimizing the impact to clients.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

kommunicate

NOVEMBER 17, 2021

A Chatbot is an application that uses pre-written messages to communicate with users. This communication could take the form of text messages or even voice messages. There are various ways and technologies available for developing a chatbot. Depending on the use case, some chatbot technologies are more appropriate than others. Kommunicate is one such solution, [.].

APIs 98

APIs Chatbots Technology 98

ppt solutions

NOVEMBER 17, 2021

TULSA, OKLAHOMA, November 18, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Jolynn Antonacci as vice president of marketing. In this role, Antonacci will oversee PPT Solutions’ messaging, branding and go-to-market. The post PPT Solutions Announces Jolynn Antonacci as Vice President of Marketing appeared first on PPT Solutions.

Marketing 98

Marketing Customer Experience 98

Guru

NOVEMBER 17, 2021

As the Risk and Compliance Manager for Guru, I spend a good bit of my time using the Guru app to create and organize the policies that govern our company's security practices. You know.dotting I’s.crossing T’s.updating words and such. In the security world, it’s the thing to do, right? Policy is an essential part of just about any compliance program.

Government 92

Government Management 92

Voiptime

NOVEMBER 17, 2021

Are the Black Friday Software Deals pleasant and resounding words for you? Perhaps it works when you use your chance to purchase the right product and achieve large returns? Or when you achieve only long-term, interesting, profitable, and instant offers?

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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.

Customer Experience

aircall

NOVEMBER 17, 2021

Once your business has decided to move away from traditional phone services, the search for the best VoIP provider becomes a critical step in modernizing the way your team communicates. Choose the right partner, and it’ll be easier to scale the technology as your business grows and expands into new markets. You’ll be able to support new devices as they emerge.

voip 62

voip Interactive Voice Response Self service CRM 62

Jon Arnold

NOVEMBER 17, 2021

It’s time for my next No Jitter post - wearing my BCStrategies hat - and I based it on takeaways from three recent industry events - NICE, Genesys and Twilio. Each is doing different things around the space we currently call the contact center, but just like we don’t make a lot of phone calls on our smart phone, customers now engage with businesses in many ways - not just via the contact center.

Contact Center 59

Contact Center 59

Certified Languages International

NOVEMBER 17, 2021

Source: Thought Catalog on Pexel. In the language service industry, we sometimes joke that it’s the largest industry you’ve never heard of. So the fact that you’re aware of it means you’re ahead of the curve. And if you thought interpreters and translators were the same thing, you’re not alone! It’s a common misconception, and people frequently use those terms interchangeably.

Call Center 52

Call Center Personalization Marketing 52

Abby Connect

NOVEMBER 17, 2021

As the holiday season rapidly approaches, small and midsize businesses are preparing for what’s ahead — the holiday season. Considering nearly 7 in 10 small businesses see the winter holiday season as their top sales opportunity, it’s important to prepare ahead, not just in terms of revenue, but also customer satisfaction. For many SMBs, this… The post How Live Virtual Receptionists Relieve Holiday Season Stress appeared first on Abby Connect.

Sales 52

Sales Customer Service 52

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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.

Self service

Certified Languages International

NOVEMBER 17, 2021

Source: Thought Catalog on Pexel. In the language service industry, we sometimes joke that it’s the largest industry you’ve never heard of. So the fact that you’re aware of it means you’re ahead of the curve. And if you thought interpreters and translators were the same thing, you’re not alone! It’s a common misconception, and people frequently use those terms interchangeably.

Call Center 52

Call Center Personalization Marketing 52

NobelBiz

NOVEMBER 17, 2021

Michael Ferree is an industry expert, leading two major events in the contact center space - Lead Generation World and Contact.io. Since we’re all about contact center space, Michael is the person to talk to regarding this much-debated topic, bringing his remarkable experience and expertise into actionable advice and insights. The post Reinventing Lead Generation for New Consumer Behaviors, with Michael Ferree appeared first on NobelBiz®.

Contact Center 52

Contact Center Personalization 52

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. The concepts have changed, the key performance indicators (KPIs) have changed and now you have to change with them. We will be discussing all Net Revenue Retention in this blog. What is Net Revenue Retention? If you are a SaaS business, churn is your devil with the pitchfork.

Upselling 52

Upselling SaaS Metrics Accountability 52

Certified Languages International

NOVEMBER 17, 2021

Source: Thought Catalog on Pexel. In the language service industry, we sometimes joke that it’s the largest industry you’ve never heard of. So the fact that you’re aware of it means you’re ahead of the curve. And if you thought interpreters and translators were the same thing, you’re not alone! It’s a common misconception, and people frequently use those terms interchangeably.

Call Center 52

Call Center Personalization Marketing 52

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!

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Uniphore

NOVEMBER 17, 2021

Few industries are regulated as closely as wealth management. To remain viable, investment firms must comply with a complex—and often changing—list of regulations established by the Securities and Exchange Commission (SEC). When interacting with investors, firms must be transparent in their disclosures, fees and expenses, conflicts of interest and sales practice issues.

Analytics 52

Analytics Feedback Sales Management 52

Influitive

NOVEMBER 17, 2021

Gone are the days when we wait until after Halloween (at a minimum) to talk about Christmas. Perhaps it’s because we’re all looking for something to celebrate this year. But regardless of the reason, every retailer on the planet is telling us to buy now, plan ahead and be ready for the 2021 holidays. And […]. The post Creating Moments that Matter for Customers this Holiday Season appeared first on Influitive.

Best practices 52

Best practices 52

LiveVox

NOVEMBER 17, 2021

The contact center is the face of your business. Every service call or request for support from a customer is an opportunity to turn service into sales. With the rapid pace of change, businesses have undergone in the last two years digital has become the new meeting place to put your best foot forward. As […]. The post How to Amplify Results With a Data-Driven Culture appeared first on Livevox.

Contact Center 52

Contact Center Sales 52

Babelforce

NOVEMBER 17, 2021

In this post: Why does schedule adherence matter? How is schedule adherence calculated? Four ways to manage and improve schedule adherence. Call center schedule adherence is a percentage measure of how well agents stick to their schedules. High adherence rates demonstrate that people are working when they are supposed to be. Simple. However, the measure is often confused with conformance, occupancy, and utilization.

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Schedule adherence Call Center Contact Center Metrics 52

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Brad Cleveland Blog

NOVEMBER 17, 2021

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for … Continue reading → The post Ensuring service metrics are SMART appeared first on Brad Cleveland.

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Metrics Contact Center Call Center Management 26

SmartKarrot

NOVEMBER 17, 2021

Role: Director of Customer Success Location: Santa Clara, CA, US (Hybrid) Organization: LeanData As a Director of Customer Success, you will lead, coach and mentor a team of Customer Success Managers across enterprise and large commercial accounts. Define the role of the customer success managers in orchestrating the customer’s journey, leading cross-functionally to drive success, creating standardized success plans based on customer tier and focus, oversee all the lifecycle touchpoints, h

Upselling 19

Upselling Accountability Coaching Metrics 19

Brad Cleveland Blog

NOVEMBER 17, 2021

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for ending their routes on time. Several months later, passenger satisfaction scores were even worse, and they quickly learned why.

Metrics 26

Metrics Contact Center Call Center Management 26

SmartKarrot

NOVEMBER 17, 2021

As the internet age began, many marketing experts speculated about the death of call centers and the reduced importance of phone interactions on a business’s sales. . But, in fact, there has been a rise in the demand for mobile devices, which has created a telephonic boom. This has resulted in the emergence of call intelligence technology. . It has been observed that the leads generated by phone calls tend to be very valuable.

Technology 10

Technology Sales Advertising B2B 10

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Uniphore

NOVEMBER 17, 2021

Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif. November 17, 2021 — Uniphore , the leader in Conversational Automation, today announced it ranked 248 th on the Deloitte Technology Fast 500 , a ranking of the 500 fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech companies in North America, now in its 27 th year.

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Technology Telecommunications Entertainment Enterprise 98