Beyond Philosophy
SEPTEMBER 23, 2021
We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question. On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today.
Contact Center Pipeline
SEPTEMBER 23, 2021
The world is changing at a very rapid pace. Societal demands, workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive! With a focus on the workplace, adapting to changing employee expectations requires us to view everyday situations through a broader lens with more empathy and […].
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Fonolo
SEPTEMBER 23, 2021
Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…”. Virtual hold technology has resolved this dreaded game of cat and mouse. Also commonly referred to as call-back technology, this tool frees customers from having to wait on hold by allowing them to request a call from a live agent at a later time.
Totango
SEPTEMBER 23, 2021
What is CSAT , what is it good for and how do you track it and use it? In this post, we’ll focus on this important customer satisfaction metric. We’ll define what it is and how it contrasts with another popular key performance indicator, NPS. We’ll consider the benefits of tracking CSAT and how it can help your business. We’ll discuss how to measure CSAT within the context of your customer lifecycle.
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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.
Working Solutions
SEPTEMBER 23, 2021
It was 25 years ago when young McKesson manager Kristin Kercheval had a chance encounter with Working Solutions founder Kim Houlne. Working on an innovative pharmaceutical coupon program, Kristin and Kim quickly developed a good rapport. This project and other ventures McKesson entrusted to Working Solutions were big successes. Kristin must have made a lasting […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Hodusoft
SEPTEMBER 23, 2021
HoduSoft named ‘Emerging Company’ by Indian Achievers’ Forum. HoduSoft, an India-based growing VoIP and information technology company, bagged the Indian Achievers’ Award for 2021 as the ‘Emerging Company’ for its outstanding achievement and contribution in nation building. . “As an Indian and a Co-Founder of an India-grown company, it gives us immense satisfaction to be recognized as the ‘Emerging Company’ by the India Achievers’ Forum and its network.
Comm100
SEPTEMBER 23, 2021
Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency. However, regulated organizations must have a clear and intense focus on customer experience and loyalty to achieve their business objectives, even as they embrace this new technology.
Toister Performance Solutions
SEPTEMBER 23, 2021
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important. If you're reading this, you know that already. The real challenge is achieving it.
Integrity Solutions
SEPTEMBER 23, 2021
A value based selling approach is intended to help salespeople focus their client conversations around creating product value versus price. This helps to better differentiate themselves in a highly competitive market. Yet, for all the buzz surrounding solution or value selling, many organizations still struggle to execute on it. What’s holding them back?
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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
BlueOcean
SEPTEMBER 23, 2021
Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.
Interactions
SEPTEMBER 23, 2021
Labor Day weekend traditionally marks the end of summer and the beginning of the Fall season. It’s a time for workers to kick back and enjoy a long weekend with a day off with pay. . However, for many, the recent Labor Day holiday wasn’t a relief from stress. It was a worrisome deadline that marked an end to the Federal Pandemic Unemployment Assistance (PAU), which provided many with stimulus monies to maintain their households.
Comm100
SEPTEMBER 23, 2021
Live chat is helping companies in the customer engagement field improve their customer service, but what about white labeling it? Statistics show that approximately 75% of people prefer live chat to other communication channels –making it one of the best communication platforms available. Live chat enables companies to provide real-time feedback to customers, offering a quick and easy way to engage, and enhance customer satisfaction ratings.
TMP Direct
SEPTEMBER 23, 2021
One area of a company that has the biggest impact on a company’s growth and success is customer experience. CX has grown in recent years to become a primary driver of growth, customer satisfaction and employee engagement. As the discipline has grown, so too has the number of people working in the field and its importance and credibility. Global CX technology spending is expected to reach $641 billion in 2022.
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.
Abby Connect
SEPTEMBER 23, 2021
Our team has been working hard to release several new, innovative features to increase efficiency and business success for small businesses. Today, we’re announcing two updates to our features that make it even easier to automate more of your small business tasks and cut back on interruptions, and sharing a new product we built that is… The post Powerful Integrations, Call Blocking and New Live Chat Service for Abby Connect appeared first on Abby Connect.
Kapta Customer Success
SEPTEMBER 23, 2021
Relationships are the most important part of successful account management. However, if you take a look at where the average account manager spends their time, it doesn't reflect the same sentiment.
NobelBiz
SEPTEMBER 23, 2021
With or without the pandemic, the work from home model was in Community WFM’s projects a long time ago. Daryl is emphasising on the main challenge this process brings in an operating culture. The post VIDEO: Workforce Management Shifts During the Pandemic appeared first on NobelBiz®.
CSM Magazine
SEPTEMBER 23, 2021
Customers are the lifeblood of nearly any business. If you have something to sell, someone will want to buy it. When it comes to online casino games and poker, the customers are the players. They can quickly build or ruin a casino’s reputation, and even the best software solutions cannot keep them in business alone. There is considerable demand in Canada for online casinos and poker sites, and this demand continues to rise.
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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.
NobelBiz
SEPTEMBER 23, 2021
For Daryl and his partners, it all started with a vision. Community was about creating the tools needed by every agent and supervisor in an encompassing solution. Find out what was the game changing philosophy behind Community WFM and how it all came to life. The post VIDEO: Why Community? How Daryl Gonos & Team Came Up with the Name appeared first on NobelBiz®.
Call Experts
SEPTEMBER 23, 2021
Call Experts was highlighted among the most trusted providers for outsourcing human resources, client support, customer experience solutions, and other services. Charlotte, NC – Digital.com, a leading independent review website for small business online tools, products, and services, has announced Call Experts among the best BPO ( business process outsourcing ) services in Charlotte for 2021.
NobelBiz
SEPTEMBER 23, 2021
Daryl thinks companies should leverage mobile technology because mobile apps redefine how customers are interacting with a business, in a seamless experience. He brings out different use cases in which the customer is the focus and showcases the tremendous benefit behind it. The post VIDEO: Why You Need to Try Mobile Apps in Your Contact Centers appeared first on NobelBiz®.
Hodusoft
SEPTEMBER 23, 2021
Top 10 Tips to Improve the Productivity of Your Call Center Agents. Often you may feel running machines is an easier task than managing a call center customer service agent team. Many organizations face the issue of low call center productivity even after spending millions in boosting CX and call center Agents productivity. According to Gartner , a customer service representative spends, on average, 20% of his or her time understanding questions, searching for correct information, and responding
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!
NobelBiz
SEPTEMBER 23, 2021
Like many other metrics, adherence is a data point that needs to be managed properly in order to make it successful. Daryl thinks that’s what differentiate the oppressive characteristic in it, from it being used fairly in a team. The post VIDEO & ARTICLE: What Is Agent Adherence & How to Improve It appeared first on NobelBiz®.
Brad Cleveland Blog
SEPTEMBER 23, 2021
Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, you need a strategy to fully leverage feedback. Voice of the customer, or VOC, is the term often used to describe this process.
NobelBiz
SEPTEMBER 23, 2021
Having your resources aligned in a seamless manner, in order to maximize efficiency for scheduling and planning your agents time. The solution: intraday management, reducing the unexpected and element of surprise in order to deliver good customer service. The post VIDEO & ARTICLE: What Is Intraday Management and How to Make the Most of It appeared first on NobelBiz®.
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
NobelBiz
SEPTEMBER 23, 2021
Yes, scheduling and forecasting is great but what really differentiates CommunityWFM from other platforms is enabling and empowering agents. This is what truly impacts and benefits the work environment. The post VIDEO: Should Every Company Use Workforce Management? appeared first on NobelBiz®.
Brad Cleveland Blog
SEPTEMBER 23, 2021
Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, you need a strategy … Continue reading → The post Execute a Voice of the Customer Strategy appeared first on Brad Cleveland.
NobelBiz
SEPTEMBER 23, 2021
Daryl Gonos is probably the best person to talk to when it comes to managing agents in this type of space. After starting out in consulting as the co-founder and CEO of Workforce Management Group, Daryl and his partners started CommunityWFM in 2005, a modern workforce management solution, specifically tailored to multichannel call centers. The post The Future of Workforce Management for Contact Centers, with Daryl Gonos appeared first on NobelBiz®.
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