Fri.Feb 28, 2020

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Spitch and Creative Virtual Partner to Bring Speech Recognition and Conversational AI Together

CSM Magazine

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

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Real Reasons to Keep Your Call Center in the Cloud

ChaseData

If you’ve opened a business magazine or browsed an industry blog in the last few years, you have undoubtedly seen big businesses touting the benefits of taking their operations into the cloud. For a smaller operation, this can be both confusing and intimidating. What does moving your operation into the cloud actually mean - what would that entail and would it be safe?

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10 Important Things To Observe In Helpdesk System

Wowdesk Blog

Helpdesk System is a tool used by companies to organize customer communication in order to respond to the customers more quickly. It is a software designed with an aim to keep the clients satisfied and maintain a long term professional relationship with them. It is also referred to as a ticketing system because, with every task that has to be done or completed, a ticket is issued with the customer’s details, which employee handled what issue and when, and what all is pending to be resolved and m

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Guest Post: What a CX Professional Can Learn from a Top Salesperson

ShepHyken

This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople?

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The 2023 Verint Experience Index: Retail

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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Top 5 Posts in February

Contact Center Pipeline

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged in topics from an inspiring personal journey of career growth, the value of relationships and CX lessons learned; a look at the industry’s consolidation trend, the rule of 150 and impact […].

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Five Stevie Sales and Customer Service Award Wins for Concentrix

Concentrix

Recognizing our Innovative CX Solutions Concentrix won five awards at the 2020 Stevie Sales and Customer Service Awards in Las Vegas on Feb. 28. These awards are an international competition recognizing excellence in disciplines crucial to business success. More than 2,600 nominations from 48 countries were evaluated across organizations of all sizes and industries this.

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Are Customer Service Jobs Good?

Customers That Stick

Are customer service jobs good? Well, some are, some aren’t Like any job, a lot depends on where you work and who you work for. More generally, customer service jobs can be excellent depending on what your goals are and what your interests are. If you enjoy working with people — and that is key — helping people get through challenges, helping make people’s days better, then customer service is an amazing field.

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Create a Strong Customer Engagement Strategy

Totango

We all want to believe that we have a strong relationship with our customers. However, the truth is that we’re only as important to them as the value we offer their businesses. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. So when you get the customer’s attention, you have to maximize every conversation and engagement to prove you are the right partner to nurture their long-term growth.

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Wash Your Hands and Stay Home! Also Dont Panic.

Pipkins

Don’t Panic, But Wash Your Hands, and Stay Home! Right now, it seems all the world is abuzz over the novel coronavirus, or COVID-19 as it is now being referred to. Between its highly contagious nature and ever higher publicized death toll (currently resting at 3%), everyone is scrambling for the figurative hills. COVID-19 is the newest in a long line of characters that we’ve been in fear of for quite some time.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Virtual Assistant as Shopping Advisor

Interactions

When I titled my recent conference talk “Are you being served?” one of my colleagues on LinkedIn promptly responded, “Mr. Humphries, are you free?” This is, of course, because I’ve surrounded myself with people who “get” BBC references and who are familiar with the 70s-80s sitcom involving the staff of a department store. In between hijinks, the shop assistants connected with their customers for a specific purpose: to lead them toward an informed and personalized purchase, while providing excel

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What Customers Are Telling You When They Search Your Site

Mindtouch

Imagine you’re a consumer goods manufacturer with hundreds of appliances on the market. Every day, customers around the world come to your sites and use the search bar to look for answers, solutions, and information. Unbeknownst to you, a search trend is emerging around one of your flagship products, indicating that a high volume of customers are running into problems with this product at the very same point in the customer journey.

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Q&A: Digital Customer Success Strategies to Drive User Adoption

ChurnZero

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement.

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Justworks boosts experience for both customer and employee with Talkdesk

Talkdesk

Justworks ’ mission is to make it easier to run a business by providing a simple and friendly platform, expert support from real people when it’s needed, and access to corporate-level bene?ts that ensure people feel secure and valued. Justworks handles the nitty-gritty of payroll, benefits, compliance and HR, so customers have more time to learn, grow and seek something worthwhile.

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Contact Center Dialers Demystified

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.

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New Video Talking About Tech and a Dylan Hat Tip

Jon Arnold

Well, this was fun, and since it was just posted on Youtube, I thought it would be good to share here to close out the month with a smile. This was recorded towards the end of TMCnet’s ITExpo in Ft. Lauderdale earlier this month, and it was pretty ad hoc, but it turned out ok. The TMC folks had a videographer there to cover the show, and we happened to be alone in the press room, so we just did this in one straight take.

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5 Benefits of Social Media in Customer Service

CSM Magazine

Social media has become a hot topic in the customer service sector, and for good reason. A recent survey by NM Incite found that nearly half of all users of social media channels, like Twitter or Facebook, have used these websites to reach out to companies for service. A majority of these users are also likely to recommend a company to others if they receive satisfactory service from that company.

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Account Manager Job Description – Skills & Responsibilities

JustCall

Is your customer on the verge of breaking the long term promised relationship with you? Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

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5 Signs Your Company Needs a New Insurance Provider

CSM Magazine

When it comes to dealing with the many challenges a busy industry provides, it can be easy to get caught up by how hectic things are, and neglect aspects that require your attention more than most. For most startups, insurance woes are some of the most common aspects that are neglected as companies they work toward their own brand of success. The result is a business that fails to live up to expectations and ends up tanking due to problems with insurance.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Why You Should Switch Your Phone System to IP PBX Software

Hodusoft

If businesses state that they are still using the good old PSTN for communications then they are stuck in a time warp. The world has moved on to VoIP. It is not plain old PSTN PBX that businesses should use but IP PBX and that too software IP PBX. Of course, you may wish to retain the PSTN lines for a variety of reasons but there are compelling reasons to switch to IP PBX Software solutions for communications.

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Spitch AG and Creative Virtual Bring Speech Recognition and Conversational AI Together

CSM Magazine

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. . The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

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Language I/O to Highlight Innovative Tech at Top Industry Conference

Language I/O

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How Businesses Can Prepare for Coronavirus (COVID-19)

VirtualPBX

In the coming days, Novel Coronavirus (COVID-19) cases are expected to rise in North America and abroad. According to the CDC, It’s not a matter of ‘if,’ it’s a matter of ‘when’. Now is the time for businesses to start taking the necessary precautions to keep employees safe and ensure business continuity during an epidemic.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Why you need to give consumers channel choice to drive engagement

Eptica

Date: Friday, February 28, 2020 Author: Pauline Ashenden - Marketing Manager Why you need to give consumers channel choice to drive engagement. Published on: February 28, 2020. Author: Pauline Ashenden - Marketing Manager The number of channels available to consumers has skyrocketed. Stalwarts such as the telephone, email and the web have been joined by the likes of chat and social media, all putting pressure on brands and their resources to meet changing customer expectations.