Contact Center Pipeline

JULY 28, 2020

Technology 200

Technology Management 200

Playvox

JULY 28, 2020

Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy.

Customer Service 75

Customer Service 75

NobelBiz

JULY 28, 2020

The most important skills a call center agent should have are soft skills. For both an inbound and outbound agent, knowing how to communicate with the customer is crucial and trumps even an innate ability to sell. The post Do Your Call Center Agents Need Sensitivity Training? appeared first on NobelBiz®.

Call Center 92

Call Center 92

ShepHyken

JULY 28, 2020

The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.

Education 270

Education Customer Service Customer Experience Management 270

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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

Surveys

Fonolo

JULY 28, 2020

A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began. Consumers rated empathy and responsibility as key factors in determining their perception. Why is consumer perception important?

Wait times 128

Wait times Surveys Contact Center Banking 128

Nicereply

JULY 28, 2020

Feature requests don’t need to be a sore spot for your customers or your CSAT—you just need to help everyone feel heard. Imagine this scene: a customer reaches out with a feature request. One of your team members kindly but firmly responds, letting them know that it’s not currently a function of your product. When you see their CSAT response, it’s negative, and the comment is about the product rather than the service provided.

Feedback 110

Feedback Personalization Customer Support Surveys 110

Cyara

JULY 28, 2020

You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories. We could not be more excited to host you and other customer experience enthusiasts. The theme for this year’s event is (drum-roll, please…) Assurance and Agility in An Uncertain World.

Best practices 84

Best practices Customer Experience Contact Center Call Center 84

Calabrio

JULY 28, 2020

Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award.

outsourcing 80

outsourcing Contact Center CRM APIs 80

VirtualPBX

JULY 28, 2020

One of the most important aspects of the VirtualPBX Phone System is its extensibility through business apps – what we refer to as integrations in our website. Business integrations are ways our Phone Plans interact with other enterprise applications you may be familiar with. Our integrations pair with with Salesforce for CRM management, Amazon AWS for file storage, and Zapier for data sharing and task automation.

CRM 78

CRM Accountability Enterprise Sales 78

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

Guru

JULY 28, 2020

We’re always working to enhance and improve our users’ experiences with Guru, from the way knowledge is created in our editor to how it’s shared through Slack , Teams , and beyond. One area that holds a special place in our team’s heart is our search functionality, which is core to how our platform is used to seek and share knowledge. Last November, we shared a glimpse into how we use product data to improve search within Guru.

Marketing 62

Marketing 62

Wowdesk Blog

JULY 28, 2020

Every business wants to expand and win more clients. . For the success of a company, not only new customers but the existing ones are also great assets. As the existing ones are already with you, trust you, and contribute to the revenue of your company, you should value them more and ensure that they are satisfied with your product/services. . According to a report , 80% of the future revenue of an organization comes from 20% of its existing clientele.

Management 59

Management Analytics Metrics Technology 59

Sykes

JULY 28, 2020

The Internet of Things (IoT) harnesses the power of connectivity through the devices we use every day. Products range from smart speakers to smart thermostats, lightbulbs and refrigerators. In SYKES’ new survey, we highlight why customers love their connected devices — and what makes them tick when they need device support. Of course, these are complicated devices, and even the most tech-savvy consumers aren’t always able to fix issues on their own.

Self service 59

Self service Surveys Customer Support Chatbots 59

ConvergeOne

JULY 28, 2020

According to our research with Avaya and CatalystMR, there are two main areas contact center challenges fall within: customer support and data/technology.

Contact Center 86

Contact Center Customer Support Technology Customer Experience 86

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

LiveVox

JULY 28, 2020

Overview Best Egg is the consumer-lending platform developed and operated by Marlette Funding, LLC, a financial technology provider. Previously, Best Egg had multiple outsourced telephony vendors, each with their own platform, and didn’t have control over how they branded the customer and agent experience. By partnering with LiveVox and choosing a single vendor, the LiveVox […].

Customer Experience 52

Customer Experience outsourcing Technology 52

Sykes

JULY 28, 2020

The Internet of Things (IoT) harnesses the power of connectivity through the devices we use every day. Products range from smart speakers to smart thermostats, lightbulbs and refrigerators. In SYKES’ new survey, we highlight why customers love their connected devices — and what makes them tick when they need device support. Of course, these are complicated devices, and even the most tech-savvy consumers aren’t always able to fix issues on their own.

Self service 52

Self service Surveys Customer Support Chatbots 52

Nuance

JULY 28, 2020

The challenges of fighting fraud across multiple channels I started by asking Chuck about the overlap between the challenges he faces and those of companies like Fidelity and Prudential. He agreed that those institutions face many of the same challenges when servicing retail investors advisors but pointed out that because BNY Mellon are serving multiple [.

Enterprise 52

Enterprise 52

Strikedeck

JULY 28, 2020

Vincent Manlapaz, in an interview with Nuno Paiva das Neves talks about the importance of integrating customer feedback into developing a coherent and cohesive customer journey.

Feedback 40

Feedback Customer advocacy SaaS Customer Experience 40

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

The Petrova Experience

JULY 28, 2020

In our last article we talked about the importance of strategic thinking. Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy. Customer experience strategy is often missing in organizations. However, it is foundational for the creation of excellent customer experience. Understand Business Strategy and Customer Experience Strategy.

Customer Experience 52

Customer Experience Airlines Entertainment Self service 52

Playvox

JULY 28, 2020

Customer Service 56

Customer Service 56

SmartKarrot

JULY 28, 2020

Role: Customer success manager Location: Boulder, Colorado, US Organization: Floify Being a CSM at Floify, You will be responsible for strategic account management besides building and maintaining relationships with key decision-makers. Manage the on-boarding, rollout, and account management from sales to renewals. Facilitate account growth and promote customer priorities, strategic initiatives as well as operational goals.

Upselling 10

Upselling Accountability Finance SaaS 10

C Space

JULY 28, 2020

The Brand Move Roundup – July 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Advertising 52

Advertising Government Sales Technology 52

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

SmartKarrot

JULY 28, 2020

Source. In a subscription based business model, customers play an important role in achieving your business success. Your business is not siloed anymore and you need to integrate the opinions of all the stakeholders that participate in running your business. You are a part of a bigger ecosystem and your services and products must incorporate all the aspects of it.

Surveys 10

Surveys Feedback Construction outsourcing 10

Spearline

JULY 28, 2020

To many of us, the fax machine might be viewed as an ancient and obsolete piece of machinery with no role in the modern workplace. So, it may surprise you to hear that there are approximately 46 million fax machines in use around the world, supporting critical business processes. While many fax machines are gathering dust in the corner of an office, many others are in regular use supporting a valuable communication channel.

Government 90

Government Entertainment Healthcare Technology 90

ChurnZero

JULY 28, 2020

With the explosion of subscription-based businesses, customers and consumers alike are becoming increasingly sophisticated buyers. Expectations are high, and competition is fierce to win their engagement and loyalty. To delve deeper into growing customer relationships and their worth, Robbie Kellman Baxter, the leading expert on subscription and membership business models and author of The Membership Economy and the brand new book The Forever Transaction joined us for a webinar.

Banking 75

Banking Metrics Customer centricity Self service 75

SharpenCX

JULY 28, 2020

For the past few months, I’ve been using a service called Instacart to order all my groceries. (The fewer people in stores, the better, right?). It’s a safe option for getting the necessities. And, it’s terribly convenient. Every week when I place my order, the service I get continues to impress me. From my phone, I can order all my groceries while sitting on my couch.

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

SmartKarrot

JULY 28, 2020

Embracing certain practices, knowing what the next steps are, and veering them in the right direction is how the customer’s success during crisis should work. The Covid-19 pandemic has increased the churn rate and shook almost every industry. Nonetheless, you still have a say in how well your business performs through this period. There is still plenty you can do to increase customer engagement and retain the clients that you have worked hard to win.

Best practices 19

Best practices SaaS Finance Customer retention 19

NobelBiz

JULY 28, 2020

Lately, we’ve been focusing on the needs of the agents and how to make sure companies survive these troubling times more than anything else. And we may not have been the only company that shifted its focus. While company growth and innovating customer experience through the latest software should be a priority, teaching and reminding your agents about the basics of customer service should always be pinned on the very top of your list.

Call Center 52

Call Center Personalization Customer Experience Customer Service 52