CustomerServ

DECEMBER 2, 2020

The South African call center and business process outsourcing (BPO) market has emerged as a leading global destination for English-speaking and bilingual call center services. For more than a decade, South Africa’s outsourcing sector has earned prestigious awards and recognition year after year for high-quality human talent with exceptional language skills and emotional intelligence — prized capabilities for handling today’s increasingly complex customer service and support transactions.

outsourcing 62

outsourcing Call Center Business Process Outsourcing Marketing 62

ShepHyken

DECEMBER 2, 2020

What’s your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you? Consider this. If you’re selling a trip to Hawaii, you probably try to paint a vision of a day on the beach, an amazing luau and a beautiful oceanfront balcony that includes a gorgeous sunset. The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type

Engineering 368

Engineering Customer Service Customer Experience 368

Contact Center Pipeline

DECEMBER 2, 2020

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very peaceful New Year. The end of 2020 marks quite a year. Not only has COVID-19 affected us individually and within our families, but our organizations have had quite the challenge of […].

Contact Center 147

Contact Center Call Center 147

TechSee

DECEMBER 2, 2020

Emerging technologies make bold promises. Whether they ultimately go mainstream or crash strongly depends on delivering the goods, but also on the buzz surrounding them. And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. Remote visual support is no different. Remote Visual Support Myths.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

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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.

Fonolo

DECEMBER 2, 2020

We’ve all seen the stories: Customers left on hold for hours, sometimes unable to get through for days. How should we interpret them? Often these articles take the view that companies are letting down their customers, or governments are letting down their citizens. In that way, the stories fall into a familiar emotional bucket: A callous bureaucracy is too unprepared, stingy, or incompetent to provide good service.

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Contact Center Government Call Center Management 122

Alorica

DECEMBER 2, 2020

Alorica’s CMO, bringing large-scale transformation to brands and creating a personalized CX via digital/traditional channels for 20+ years. The year 2020 has been filled with unexpected firsts and life-altering changes for many. Not only have we seen a massive economic shift within our communities, but also a social revolution — all amid one of the most attention-grabbing elections of our time.

Personalization 93

Personalization Customer Experience 93

TeamSupport

DECEMBER 2, 2020

In Part 1 of this series, we talked about why it’s important to make decisions that can positively impact your customer support department swiftly, and what the consequences are if you don’t. Even a big decision like changing your B2B customer support system can move quickly if you know where to start and how to evaluate the right solution providers.

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B2B Coaching Customer Support Accountability 92

Spearline

DECEMBER 2, 2020

If your customers are unable to contact you through your global contact numbers, for any reason, you need to know about it ASAP to get it resolved. But how do you ensure you’re the first to know about a contact number going down? And, when you do find out that one of your contact numbers is failing to connect, where do you start when it comes to resolving the issue?

Telecommunications 84

Telecommunications Technical Support Customer Support 84

UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Let’s be real. The title of this blog post is an important question that many executives are asking. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

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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

Spearline

DECEMBER 2, 2020

For more information, Audio vs Video which would you turn off first? Kees speaks with Doug Remington General Manager & Head of Sales EMEA at DTEN about the significance audio quality has in web conferencing, his role with the company, DTENs services and more. Tune in now for all the latest insights and discover how you can improve the quality of your online meetings.

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Sales Management 82

CSM Magazine

DECEMBER 2, 2020

As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . The COVID-19 health crisis has reshaped the business landscape and the world of work. In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transfor

Analytics 72

Analytics Self service Government Engineering 72

Working Solutions

DECEMBER 2, 2020

The post The Best Customer Care Model for Your Business appeared first on Working Solutions.

Customer Care 98

Customer Care Customer Experience 98

NICE inContact

DECEMBER 2, 2020

Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple. Providing customers with channel options, rather than restricting them to phone-only service, provides them with convenience and can ease stress.

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Contact center software Contact Center Customer Service Best practices 62

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

GetFeedback

DECEMBER 2, 2020

This guide covers the basics of customer churn, including how it’s calculated.

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UJET

DECEMBER 2, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. Let’s be real. The title of this blog post is an important question that many executives are asking. Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago.

Contact Center 56

Contact Center Interactive Voice Response Self service Virtual Agent 56

LiveVox

DECEMBER 2, 2020

Artificial Intelligence (AI) is changing the way contact centers operate. From standardizing interactions with customers, to 24/7 availability, to analyzing conversations that provide valuable information to businesses, AI is the new necessity for improving customer service. Customers require more efficient, quicker, and personalized service. In fact, 32% of consumers expect a response within 30 minutes […].

Customer Service 52

Customer Service Contact Center Personalization 52

Spearline

DECEMBER 2, 2020

Audio vs Video which would you turn off first? Kees speaks with Doug Remington General Manager & Head of Sales EMEA at DTEN about the significance audio quality has in web conferencing, his role with the company, DTENs services and more. Tune in now for all the latest insights and discover how you can improve the quality of your online meetings.

Sales 52

Sales Management 52

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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

Ameyo

DECEMBER 2, 2020

Businesses are trying to simplify customers’ journeys with advanced features, to offer precise solutions to each unique customer/prospect, and pitch in the right solution as per their requirements. While building an exceptional customer experience is important, it is undeniably true that businesses need to start solving user experience issues for the admins and supervisors.

Customer Experience 52

Customer Experience 52

CSM Magazine

DECEMBER 2, 2020

Did you know that office clutter has a direct impact on how we work? Those overstuffed filing cabinets and disorganized computer desktops can kill productivity. Our brains like order, and constant visual reminders of clutter can drain our mental resources and decrease our ability to focus. A disorganized workspace can also lead to increased stress, which further impedes our productivity.

Customer Service 52

Customer Service Healthcare Technology 52

Maru Group

DECEMBER 2, 2020

The COVID-19 pandemic has propelled significant increases in digital payment adoption across the US. A study by Mastercard found contactless transactions grew 3x as fast as non-contactless transactions in the grocery and drugstore categories between February and March 2020. While contactless payments are on the rise, there remains a significant proportion of consumers who have not adopted fully to this form of payment.

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Banking Advertising Technology Education 52

CSM Magazine

DECEMBER 2, 2020

For a successful business, you must invest enough capital. With good financial management procedures, one can afford to invest in various business solutions to enhance business growth. The human resource plays a major role in business success especially, the CTO. So, what is a CTO , why should any business invest in a reputable, qualified, and experienced one, and what are the key solutions for any business?

Sales 52

Sales Enterprise Technology Analytics 52

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!

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kommunicate

DECEMBER 2, 2020

In the month of November, we have added some cool features like Dialogflow CX integration, additional features in Kompose, and Bot analytics. Also updated the existing ones to improve your overall experience with Kommunicate. If you want to catch up last month update, please head here. Web App Dialogflow CX Integration Google Dialogflow recently introduced [.].

Analytics 52

Analytics 52

Creative Virtual

DECEMBER 2, 2020

By Mandy Reed, Global Head of Marketing. Last month I attended Gartner’s IT Symposium/Xpo 2020, EMEA which was fully virtually this year. As you’d expect, there were lots of presentations discussing the various impacts of the global COVID-19 pandemic and what the ‘new normal’ will look like for communities, businesses and individuals as we head into 2021.

Self service 52

Self service Accountability Marketing Technology 52

SmartKarrot

DECEMBER 2, 2020

The birth of the 20th century has arisen many social and psychological changes in our society. What packs a definite punch is the embracement of women in all of the work affairs. On that note, our ideologies too have molded over the years. Women are owning more responsibilities and are emerging to adorn strong leadership competencies. Women in customer success are taking over the town and converting every milestone which was once considered as surreal.

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Journey mapping SaaS Customer retention Contact Center 17

Influitive

DECEMBER 2, 2020

Influitive recently launched Public Discussions and Content, which allows any Discussion category or Content Section inside an Influitive hub to be made public and indexed by search engines. It’s a great opportunity for advocacy and community managers to showcase best practices, knowledge base content, and product updates, all while creating a recruitment tool for their […].

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Engineering Best practices Management 15

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

SmartKarrot

DECEMBER 2, 2020

Role: Director of Customer Success Location: Remote, San Francisco, CA, US Organization: Wonderschool As a Director of Customer Success, you will manage, coach, inspire a talented team of technical Onboarders and customer support/success. Build the processes that enable the post-sale customer onboarding and engagement experience to be optimized. Deliver clear insights to the product org that turn into product improvement priorities; work with prod/eng to create optimal feedback loops (effectivel

Upselling 10

Upselling Best practices Enterprise Technical Support 10

SharpenCX

DECEMBER 2, 2020

American businesses risk a staggering $494 billion in revenue from poor customer care, according to the 2020 National Customer Rage Study. . With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

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Call Center Customer Service Contact Center Metrics 128

SmartKarrot

DECEMBER 2, 2020

If there is any department that keeps the day-to-day activities of a business under continuous execution, then it is operations. This is the department that takes the lead towards the implementation of the strategies made by the executive team. The customer success ops is not different, except that it takes care of the customer success strategies to execute.

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Metrics SaaS Engineering CRM 10