Ambs Call Center

FEBRUARY 3, 2021

Business management advice blogs and forums are abound with questions about how and why employees abuse their benefits and what can be done about it.

Management 53

Management 53

ShepHyken

FEBRUARY 3, 2021

Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives.

Morale 367

Morale Surveys Management Customer Service 367

Callminer

FEBRUARY 3, 2021

Learn how call centers can more effectively identify, address and manage customer vulnerability.

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Call Center Management 343

CX Global Media

FEBRUARY 3, 2021

We are currently living in volatile times, and only businesses with a strong foundation will survive the pandemic and the changes that have come with. Read more. The post Customer-Centricity and Innovation. What Is It and Why do You Need It? appeared first on Customer Experience Strategy and Tactics.

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Customer centricity Customer Experience 156

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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.

Contact Center Pipeline

FEBRUARY 3, 2021

Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in the country as they address the new and emerging demands of the 21st century patient experience. Access Centers have been a special focus of our consulting work; they are, after all, […].

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Healthcare Consulting Consulting Quality management 147

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Likewise, sales and customer support managers supervise corresponding agents. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

Nuance

FEBRUARY 3, 2021

Since 2013, Nuance’s enterprise customers worldwide have won over 45 Stevie Awards across customer engagement, agent productivity, and innovation using Nuance’s AI-powered conversational AI, digital messaging, biometrics, and Agent AI capabilities. This year we are pleased to share our customer winners of 2021 Stevie® Awards: USAA – Gold for Most Valuable Response by a Customer [.

Technology 71

Technology Enterprise Virtual Agent Customer Service 71

Guru

FEBRUARY 3, 2021

Maybe your company has perfected the art of communication. Or perhaps, like us, your company is actively working to improve internal comms situation. Or mayhaps it seems everyone has just learned to live with with the existing setup—while you feel stalked at every turn by some application's glowing red dot ?? of doom latest notification badge.

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Avoxi

FEBRUARY 3, 2021

Record Global Numbers and Platform Adoption Demonstrate Importance of Technology to Clients Atlanta, GA - February 3, 2021 - AVOXI, a global Communications Platform as a Service (CPaaS), announced record breaking global number expansion and transactions processed in 2020, as enterprise customers adopted the software platform in new and existing industries.

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Enterprise Technology 62

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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

GetFeedback

FEBRUARY 3, 2021

Looking for high-value ways you can show your customers you appreciate them? Here are some ideas.

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Avoxi

FEBRUARY 3, 2021

Before COVID-19, there was a real debate over why an organization should switch from its legacy PBX to a cloud solution. It didn’t really make sense for organizations that had 100% of their staff in house. Not to mention, the investment toward expensive in-house infrastructure had already been made. Today, that merely isn’t the case.… The post Moving from On-Premise to the Cloud: The 2020 Catalyst You Needed appeared first on AVOXI.

Contact Center 62

Contact Center 62

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. Even though “digital transformation” has become the buzziest of buzz words, it’s still a big deal in the CS world. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks.

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Technical Support Technology Self service Enterprise 59

Injixo

FEBRUARY 3, 2021

When it comes to resource planning, it's amazing what a capable user of Excel can do. But spreadsheets, while ubiquitous and cheap, do have their drawbacks. Once your contact center has grown above a relatively low level of scale and complexity, the limitations of spreadsheet-based planning become apparent.

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Contact Center 59

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

LiveVox

FEBRUARY 3, 2021

Repeat customers are the lifeblood of your business. According to a study by Adobe, returning customers make up just 8% of a typical company’s website traffic, but they account for a whopping 40% of revenue. They also have conversion rates up to nine times higher than first-time customers. It makes sense, then, to invest heavily […]. The post How To Retain Customers in a Digital World appeared first on Livevox.

Accountability 58

Accountability Customer Experience 58

Ambs Call Center

FEBRUARY 3, 2021

When you need to relay important information to employees, oftentimes it can be a huge challenge to do so fast and effectively. Many companies do this by making phone calls which get sent to voicemail. While others send emails that go unread.

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ChurnZero

FEBRUARY 3, 2021

As a follow-up to our well-attended webinar on “ Selling for People Who Don’t Love Sales ” with Bryan Neale from Blind Zebra Consulting, we wanted to get more of our audience’s questions answered. . Since we didn’t have the time to get to all of the questions that came in during the live webinar, Bryan took the time to go through and provide his responses to the unanswered questions, so we could share them with you here. .

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Sales Upselling Coaching Personalization 52

Education Services Group

FEBRUARY 3, 2021

Customer Success as a Service ® provider ESG announces a partnership with inSided, the only Customer Success Community platform for SaaS and subscription-based companies. Both ESG’s services and inSided’s platform share the same ultimate goal: meaningful customer engagement that leads to increased retention, growth, and advocacy. “We’re excited to partner with a Customer Success thought leader like ESG and co-create content that will be able to benefit the larger CS community,” said Robin van Li

Customer advocacy 52

Customer advocacy SaaS Self service Consulting 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

CSM Magazine

FEBRUARY 3, 2021

Verint celebrates ‘day one’ as a company focused on enabling brands to achieve boundless customer engagement following completion of Cognyte software spin-off. Verint® Systems Inc. the Customer Engagement Company , today announced that it has completed the spin-off of Cognyte Software Ltd. The milestone marks the start of Verint’s journey as a pure-play customer engagement vendor with an exclusive focus and extensive resources – including over 4,500 professionals worldwide – dedicated to helping

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Enterprise Analytics Technology Customer Experience 52

Calltools

FEBRUARY 3, 2021

A call center is only as good as its agents. If you have a talented and well-trained sales team, your success is almost guaranteed. Sadly, the turnover rate in call centers is high. Statistics show that call centers replace around 26 percent of their frontline agents each year. Replacing that many employees is prohibitively expensive. You lose time and money while you train replacements.

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Call Center Sales Morale Technical Support 52

inSided

FEBRUARY 3, 2021

In our first podcast episode of the year, “ Your CS team is at risk of becoming the “everything department ,” our guest, Customer Success veteran turned investor, Rav Dhaliwal , talks about what happens when Customer Success is an afterthought, why it happens, and what you can do to prevent it. But let’s start from the beginning: what’s an “everything department?

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Connect

FEBRUARY 3, 2021

Communications partner Conn3ct is delighted to announce that its chief operating officer Adam Young is set to take the reins as CEO. The appointment follows the planned departure of Alex Tupman, who had been group chief executive since the merger of Connect Managed Services and G3 Comms in July 2019. Adam brings to the role proven management skills and deep knowledge of Conn3ct’s business and clients, plus more than 25 years’ experience within the communications industry.

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Management 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!

Feedback

Chip Bell

FEBRUARY 3, 2021

There is an antique story about an old donkey who fell in the farmer’s abandoned well. Crying out, the donkey alerted the farmer who summoned his nearby neighbors to help him get the donkey out of the deep well. Their efforts proved totally fruitless. So, the farmer made a decision. Since the donkey was old and the well needed to be filled with dirt, he would ask his neighbors to get their shovels to help him bury the old donkey while filling up the abandoned well.

Morale 40

Morale 40

SmartKarrot

FEBRUARY 3, 2021

Role: Vice President of Customer Success Location: Clearwater, FL, US Organization: MeritDirect As a Vice President of Customer Success, you will own the Customer Success function: Build, develop and lead Customer Success to continue to be a best-in-class function, a competitive advantage within the industry, and a pivotal element of scaling and shaping the 180byTwo business.

Customer centricity 10

Customer centricity SaaS Engineering Feedback 10

aircall

FEBRUARY 3, 2021

Consumers have lots of options for banking and other financial services, and a financial services call center streamlines sales and support operations. In many ways, the customer experience is driving transformation within the financial services industry. With a call center, your financial services institution has greater ability to gather information about your customers and get to know them better.

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Call Center call center software Interactive Voice Response voip 62

SmartKarrot

FEBRUARY 3, 2021

Every time a customer comes forward to make a purchase, there is always a reason behind it. If they are looking for a great pair of boots, it could be possible that they are prepping up for an event. If they are ransacking the ball gown department, maybe they have a prom to attend to. That is exactly what the term, customer intent is all about. Know that it is more like a question of ‘why’, and not ‘what’ Each step of a client’s experience with a brand showcases some unde

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Advertising B2B Accountability Sales 10

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