Fonolo
DECEMBER 15, 2022
Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.
Beyond Philosophy
DECEMBER 15, 2022
Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. Frame it Properly. So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story.
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VirtualPBX
DECEMBER 15, 2022
Thought Leadership With VirtualPBX Customer Support Management. Preparing your business for the holidays can seem like a lot of work. You need to train seasonal employees, make sure your phone system is ready to handle the extra calls, and make sure you’re communicating clearly with your customers. When you’re in holiday mode, it’s easy to drop the ball on communications.
FluentStream
DECEMBER 15, 2022
Originally published by Spiceworks The shift to hybrid and remote work environments driven by the COVID-19 pandemic accelerated the adoption of unified communications-as-a-service (UCaaS). So what’s next for this hypergrowth industry? Cass Gilmore, FluentStream CEO, shares his thoughts on trends. Read More. The post 6 UCaaS Trends to Watch for in 2023 appeared first on FluentStream.
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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 15, 2022
Last Updated on December 16, 2022 Chatbots are software tools created to interact with humans through chat. The first chatbots could create simple conversations based on a complex system of rules. You can build intelligent chatbots for WhatsApp using the Python Framework Flask and the Kompose Bot builder. This post will teach us how to [.]. The post How to Create a WhatsApp Chatbot using Flask Python Framework 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.
Helpware
DECEMBER 15, 2022
According to a PWC report , around 73% of consumers consider customer experience an essential factor in their buying decisions. Moreover, 65% of consumers find a positive experience with a brand to be more influential than great marketing.
Outsource Consultants
DECEMBER 15, 2022
Companies around the world have had difficulty recruiting and retaining staff members in recent years. In the wake of The Great Resignation, employees left their current positions in droves to seek greener pastures. This shuffling of staff has become a struggle for many BPO providers. Run-of-the-mill benefits and compensation are no longer enough for agents; they are seeking employers who can offer them more.
Concentrix
DECEMBER 15, 2022
Best in Biz Awards recognize Concentrix for maximizing the impact of wellness across business Best in Biz Awards North America has recognized Concentrix project Comprehend as Enterprise Product of the Year. Comprehend is the neurotech research project that provides a deeper understanding of the employee experience with a focus on wellness intervention, identifying key moments […].
BlueOcean
DECEMBER 15, 2022
We have another great episode of Deep CX: A Blue Ocean Podcast for you this month! We were lucky to sit down with Tony Won, a leading specialist in player support and our very first guest in the gaming industry. Tony has built up quite the gaming résumé over the years, working with industry giants like Riot Games and Epic Games—he even worked on the smash hit cross-platform game Fortnite!
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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
Transparent BPO
DECEMBER 15, 2022
Reaping the benefits of compounding interest of a continuing education program. By Hugh Rumbaugh, Director of Digital Learning, Transparent BPO “A progressive-thinking contact center can offer digital courses online, provide classroom instruction, or choose to offer one-on-one instruction through job shadowing or mentoring opportunities. Furthermore, the courses can be prescriptive or purely elective.“ – Hugh […].
Anexa BPO
DECEMBER 15, 2022
Employee experience refers to the overall feelings and perceptions that an employee has about their job and their organization. It encompasses everything from the physical working environment and the technology they use, to the culture, values, and leadership of the company. Creating a positive employee experience is essential for the growth and success of any business.
Unymira
DECEMBER 15, 2022
Savings That are Easy to Miss - In this economic environment many companies have gone through layoffs and/ or roles restructuring. During such turbulent times it’s easy to overlook the cost exposures or the missed savings if you don’t address your ongoing software costs and software management processes. Your bottom line is more important than ever during these times.
CSM Magazine
DECEMBER 15, 2022
Majorel Group Luxembourg S.A., a leading global provider of next-generation end-to-end customer experience (CX) solutions for digital-native and vertical leading brands, today announces the launch of Majorel X, as a platform for CX transformation services. Majorel X addresses increasing client demand for an integrated approach to CX transformation. This is a key factor as brands race to stay relevant and deliver immersive experiences to consumers at every touchpoint.
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.
Back Office Centers
DECEMBER 15, 2022
Since the inception of support services, email support has played a significant role in customer support. Business owners prefer Email chat outsourcing services. And the explanation is relatively straightforward. Business owners can concentrate heavily on their core deliverables while having a managed outsourced service provider handle email customer service, newsletter distribution, and promotion distribution to your target audience.
CSM Magazine
DECEMBER 15, 2022
Sabio Group is calling on organisations to encourage empowerment of their Customer Service Advisors – following the launch of its latest campaign. The digital customer experience (CX) transformation specialist aims to shine a light on the importance and benefits that enhanced Advisor autonomy can bring to customer service. Its ‘ Empowering People to Deliver Excellent CX ‘ campaign focuses on arming contact centre advisors with the latest equipment and technical capabilities nee
Contact Center Pipeline
DECEMBER 15, 2022
Company 2Ring CEO/Founder Ondrej Smolar Founded 2001 Describe your company 2Ring is an independent software vendor focused on innovative enhancements for many of the major contact center platforms (Amazon, Cisco, Five9, Genesys). 2Ring solutions always provide relevant information when and where needed, thus ultimately empowering contact center teams to deliver a memorable customer experience.
CSM Magazine
DECEMBER 15, 2022
Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention.
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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.
SmartKarrot
DECEMBER 15, 2022
Role: Customer Success Lead Location: Sydney, New South Wales, Australia (Hybrid) Organization: Hatch As a Customer Success Lead, you will advocate for customers by providing feedback to internal teams on how to better meet customer needs. Proactively identify opportunities for expansion and limit the risk of churn by collaborating with clients to deliver on actions.
CSM Magazine
DECEMBER 15, 2022
A professional career must include ongoing learning and personal development. Lifelong learners actively look for learning opportunities outside the office and enjoy their time learning. It’s time to include ongoing education in organisational goals and workplace culture on a personal level. A company that prioritises learning as part of its employee engagement strategy benefits the business environment and its workforce.
BlueOcean
DECEMBER 15, 2022
We often hear from our readers how helpful our published content is when they are in the decision-making process for partnering with a new contact center outsourcer. We were excited to see that the readers and award committee of the 2022 Customer Contact Central MVP Awards agreed! Our article, How to Launch a Successful Outsourced Contact Center Implementation, won second place in their quest to spotlight the highest-value content from industry thought leaders.
CSM Magazine
DECEMBER 15, 2022
Successfully growing your textile company is crucial for its survival and will allow you to adjust to changing market conditions. Although expanding a fabric company like Linwood Fabrics could be nerve-wracking, it is essential for its continued success. Many details need to be worked out to develop your fabric company, such as hiring new workers, getting business expansion loans, expanding product lines, and so on.
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!
Lumoa
DECEMBER 15, 2022
Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences.
CSM Magazine
DECEMBER 15, 2022
Glass Polishing & Restoration Specialists, Chicago Glass (UK) Ltd has grown its field resources by 25 percent since implementing a job management system from BigChange, boosting capacity and providing a strong foundation for continuous growth. The Kent-based company, which operates across the UK, has achieved this by replacing multiple standalone software packages with one simple-to-use system, freeing up time spent on administration.
Real Blue Sky
DECEMBER 15, 2022
As we move into 2023, reflecting upon the last few years is essential. From a worldwide pandemic and social distancing to record-high inflation rates, supply chain issues, and staffing shortages, these issues have transformed the digital experience and challenged brands like never before. These years have helped shape the CX trends you can anticipate for 2023 and beyond.
Playvox
DECEMBER 15, 2022
Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. For convenience, I’ll use the term “contact center,” but what does a modern contact center or customer support center look like?
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
Real Blue Sky
DECEMBER 15, 2022
As we move into 2023, reflecting upon the last few years is essential. From a worldwide pandemic and social distancing to record-high inflation rates, supply chain issues, and staffing shortages, these issues have transformed the digital experience and challenged brands like never before. These years have helped shape the CX trends you can anticipate for 2023 and beyond.
CSM Magazine
DECEMBER 15, 2022
As CX tops the business agenda, there’s never been a better time to master the art of listening. Jade Turley at Calabrio shows us how with a simple step-by-step guide. Delivering the right customer experience (CX) is typically a top priority for businesses for good reason. According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increa
Real Blue Sky
DECEMBER 15, 2022
As we move into 2023, reflecting upon the last few years is essential. From a worldwide pandemic and social distancing to record-high inflation rates, supply chain issues, and staffing shortages, these issues have transformed the digital experience and challenged brands like never before. These years have helped shape the CX trends you can anticipate for 2023 and beyond.
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