Enghouse Interactive

DECEMBER 22, 2021

contact center solutions 87

contact center solutions Self service Quality management Interactive Voice Response 87

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

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Feedback Customer Service 325

Callminer

DECEMBER 22, 2021

This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates.

Analytics 182

Analytics Sales 182

Contact Center Pipeline

DECEMBER 22, 2021

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the ability to build rapport with customers, team members and other team leaders, as well as interpersonal and communication skills that help leaders steer teams effectively. Developing these traits and learning these […].

Call Center 130

Call Center Coaching Management 130

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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.

HelpCrunch

DECEMBER 22, 2021

Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ]. The post How to Handle Customer Complaints Without Going Ballistic appeared first on HelpCrunch blog.

Customer Service 118

Customer Service 118

HelpCrunch

DECEMBER 22, 2021

Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ]. The post How to Handle Customer Complaints Without Going Ballistic appeared first on HelpCrunch blog.

Customer Service 117

Customer Service 117

Edify

DECEMBER 22, 2021

Last week, the Edify team (myself included) flew out to Las Vegas to attend Customer Contact Week–the world’s largest customer contact event. Finally, we got to shake hands with people IRL again rather than just tweeting them.

Contact center software 77

Contact center software Cloud contact Contact Center Technology 77

Knowmax

DECEMBER 22, 2021

The post 5 benefits of knowledge base tools for customer service appeared first on Knowmax.

Customer Service 98

Customer Service 98

Zappix

DECEMBER 22, 2021

According to Shep Hyken and Forbes, 96% of customers will stop doing business with a company because of bad customer service. Improving customer satisfaction and delivering excellent customer service experiences should be more important than ever for today’s business leaders.

Self service 52

Self service Personalization Customer Service 52

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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

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Arbeit

DECEMBER 22, 2021

We spoke to seven frontline agents to learn the debt collection techniques they adopted that led to success, and how others can do the same to succeed in 2022. The post 7 Debt Collection Techniques to Succeed in 2022 (From Collectors) appeared first on Arbeit -.

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Zappix

DECEMBER 22, 2021

According to Shep Hyken and Forbes, 96% of customers will stop doing business with a company because of bad customer service. Improving customer satisfaction and delivering excellent customer service experiences should be more important than ever for today’s business leaders.

Self service 52

Self service Personalization Customer Service 52

CustomerSuccessBox

DECEMBER 22, 2021

Quarterly Business Review (QBRs) are important touchpoints between you and your customers. If done right, they present an excellent opportunity for you to prove your commitments towards your customer’s success. Since Executive Sponsor is the ultimate decision-maker who signs the deck, it becomes more powerful if you’re able to make him attend. However, Most often the onus lies on the shoulder of the Customer Success Manager (CSM) to get the Executive Sponsor to attend the meeting.

Benchmark 52

Benchmark B2B Best practices SaaS 52

LiveVox

DECEMBER 22, 2021

The post Tips for Collecting Omnichannel Customer Feedback appeared first on Livevox.

Feedback 75

Feedback Customer Experience 75

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

DECEMBER 22, 2021

Working in sales comes with its perks: a company car, bonuses, travel—and up until recently, a work phone. Employers are starting to adopt the “bring your own device” (BYOD) policy that is projected to hit almost $367 billion by 2022, up from just $30 billion in 2014. With 81% of people globally owning a smartphone , businesses are asking employees to use their personal devices for work purposes. .

Sales 48

Sales Personalization CRM Surveys 48

CustomerSuccessBox

DECEMBER 22, 2021

CustomerSuccessBox is aware of ongoing security issues related to open-source Apache “Log4j2”. We know that you rely on CustomerSuccessBox security measures for your data confidentiality, integrity and availability. Once this vulnerability became aware of this vulnerability, CustomerSuccessBox began an internal review of all our software and infrastructure to determine potential impact.

Technology 52

Technology 52

Knowmax

DECEMBER 22, 2021

5 Benefits of a customer-facing knowledge base tools.

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inSided

DECEMBER 22, 2021

Phwoar.

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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

Dialer 360

DECEMBER 22, 2021

The contact center industry has many KPIs that are necessary to monitor to boost productivity. Similarly, contact center shrinkage is the metric that refers to the time of agents that agents spend time of answer calls and serving customers versus the actual time they spend doing so. It expresses to you how much time agents devote to doing something other than serving customers.

Contact Center 26

Contact Center Schedule adherence Coaching Metrics 26

SmartKarrot

DECEMBER 22, 2021

As digital transformation accelerated in 2020-2021, companies have invested heavily in their customer success (CS) teams. For example, more than 50% during the pandemic have a mature CS function, older than three years, and companies brought a sharper focus on retention, adoption & expanding segments where the churn rate was lower. However, there’s also a shift in CS priorities as we move forward and the SaaS landscape evolves.

Customer advocacy 19

Customer advocacy B2B SaaS Marketing 19

Dialer 360

DECEMBER 22, 2021

The contact center industry has many KPIs that are necessary to monitor to boost productivity. Similarly, contact center shrinkage is the metric that refers to the time of agents that agents spend time of answer calls and serving customers versus the actual time they spend doing so. It expresses to you how much time agents devote to doing something other than serving customers.

Contact Center 26

Contact Center Schedule adherence Coaching Metrics 26

SmartKarrot

DECEMBER 22, 2021

Every prospect today expects the salespeople to be well-informed about their needs and demands. . Nothing is more irritating than answering 20 discovery call questions and wondering if you will ever see your requested demo. . This is where sellers do make the colossal mistake of asking a bundle of discovery questions. The reason is their prospects consider them as a bunch of fools who do not know much about their business.

SaaS 10

SaaS B2B Sales Advertising 10

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!

Feedback

Calltools

DECEMBER 22, 2021

It pays to have happy customers and long contact center wait times are one great way to ensure the company doesn’t get paid. That number at the bottom of your company income statement is directly related to the happiness of someone you might currently have on hold. Is that a customer you’ll have to fight to keep or one that proclaim the service of your company?

Contact Center 52

Contact Center Management Interactive Voice Response Coaching 52

SmartKarrot

DECEMBER 22, 2021

Role: Director of Customer Experience Location: Boulder, CO, US Organization: Red Dot Storage As a Director of Customer Experience, you will oversee strategy for enhancing the customer experience across all touchpoints on the customer journey. Develop and maintain a customer experience roadmap for all Red Dot customers that has measurable success metrics.

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Metrics Customer centricity Service level Engineering 3

Quiq

DECEMBER 22, 2021

Share This Story If you haven’t heard yet, business messaging is a big deal. We’re moving away from endless phonebanks and multi-hour wait times to multiple business messaging channels. And customers love it. 89% of customers would like to use messages to communicate with businesses, reported Twilio. The pandemic accelerated messaging popularity in 2021.

Best practices 52

Best practices Chatbots Interactive Voice Response Wait times 52

JivoChat

DECEMBER 22, 2021

Editing photos can become a much easier task with the right tools and that includes counting on free software to remove background from image. When you take the background from a picture or an illustration, it gives you innumerous possibilities to play with the visual elements. You can create eye-catching web design pieces to be used in different communication channels for your company.

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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

Journey mapping