Taylor Reach Group

MAY 11, 2018

By: Colin Taylor. Consolidating Contact Centers. Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. These Call Centers can exist in a company’s divisions or operating companies. Even small and medium-sized businesses can find that they have five or more Call Centers in operation all acting independently.

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Call Center Interactive Voice Response Real estate Contact Center 104

Beyond Philosophy

MAY 11, 2018

I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.

Consulting 291

Consulting Consulting Sales Customer Experience 291

aircall

MAY 11, 2018

Aircall is a versatile phone system adored by small-but-growing sales and support teams. And ya know who fits that profile? Yep. You guessed it. Aircall is the ideal Aircall customer. Not only do we engineer, optimize, sell, and troubleshoot the product, we also use it on a daily basis for our support and sales operations. For this post, I spoke with representatives (tributes) from our customer success, technical support, and sales teams.

Technical Support 88

Technical Support Analytics APIs Engineering 88

Beyond Philosophy

MAY 11, 2018

How can we guide our customer’s decision-making through the menu of options we provide? How can you structure your offering to make it most attractive to customers? The post Leading Your Customer To The Right Choice appeared first on.

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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.

CSM Magazine

MAY 11, 2018

Pansensic leads us into the future to learn how customer service will be driven by developments in the customer experience industry. Customer service has been, and will always be, the driving force that shapes consumers’ opinion of brands. So much so that Deloitte marks that 62% of companies feel that customer experience (CX) is what differentiates them from their competitors, whilst 52-66% of customers will stop purchasing from a company if they receive a negative interaction.

Customer Experience 56

Customer Experience outsourcing Chatbots Technology 56

LiveChat

MAY 11, 2018

“Online privacy” is a big phrase recently, but might seem to be underestimated by online users at the same time. Let’s take the Facebook-Cambridge Analytica data scandal. It still lives in media. The US Congress put Zuckerberg through the hoops. And a couple of days ago, Facebook added fuel to the fire by sacking an employee who used users data to stalk women.

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Surveys Personalization Banking Technology 47

Ambs Call Center

MAY 11, 2018

As a property manager, you provide a vital service to the building owner, whether it’s for a commercial property or a residential landlord. In doing so, you function as an interface between the owner and the tenants. You serve as leasing agent, building maintenance coordinator, and complaint department. And you and your team must do this 24/7. Though you could address this challenge of around-the-clock availability with in-house staff, the cost-effective solution is to tap the services of a prop

Answering services 40

Answering services Management Real estate 40

Education Services Group

MAY 11, 2018

Chartered to increase revenue and promote company growth, but don’t have the resources? If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality.

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Journey mapping Best practices Upselling outsourcing 40

Inova Solutions

MAY 11, 2018

At this point most campuses have multiple methods of communicating with students during an emergency. Emergency messages can be delivered to students’ phones, reaching those students who are actively using their phone, or have it on and nearby. Most colleges and universities have branded “ALERTS” systems (think “VT ALERTS” at Virginia Tech in Blacksburg, Virginia).

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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

Clarabridge

MAY 11, 2018

That’s A Wrap! Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience. Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019!

Healthcare 40

Healthcare Analytics Self service Feedback 40

Jon Arnold

MAY 11, 2018

Lately, it seems like like each month brings a major change of some sort among the collaboration vendors - and things get even more intense as the overlap with contact centers gets larger. Cisco just bought Accompany, Mitel just went private, Plantronics just acquired Polycom - just to name a few. Aside from the dizzying pace of acquistions, large players who either weren't in this space until now, or are themselves new companies, are creating all sorts of disruption that cannot be ignored.

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Contact Center 40

CSM Magazine

MAY 11, 2018

The General Data Protection Regulation (GDPR) is a new set of rules amended to the current Data Projection Act that will soon be mandated for those businesses dealing with European consumers. On May 25, 2018 the regulation insists on safeguarding the personal information of all citizens of European Union member states. While many businesses are already aligned with the specifications, it’s important to make sure your business has everything covered.

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Personalization Customer Service 40

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses. When customers call the shots, having a good CX and offering fantastic customer service will benefit your business all around.

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Customer Service B2B Customer centricity SaaS 246

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