Vcaretec
NOVEMBER 20, 2020
Good customer support is absolutely vital to the health of your business. Your customers are directly responsible for the revenue you make. If you are not able to provide top-notch customer service, then your business is not likely to do well long-term. Providing good customer service is no easy feat, which is why so many businesses choose to outsource their customer support to a customer service company.
Myra Golden Media
NOVEMBER 20, 2020
If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?
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ProProfs Blog
NOVEMBER 20, 2020
Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?
Peter Lavers
NOVEMBER 20, 2020
The Coronavirus pandemic has changed the way we engage with customers, colleagues and suppliers – forever! Many companies were already on journeys of digital transformation, which have been accelerated beyond belief in 2020. This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report.
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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.
Ansafone
NOVEMBER 20, 2020
Virtual assistants and answering services both provide exceptional service to your business. The one you choose will depend on the style of support that best suits your company; by understanding how each works, you can select the right service to work for you. What is a Virtual Assistant? A virtual assistant is one or … Answering Service vs. Virtual Assistant – How to Choose the Best Service for Your Business Read More ».
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
NOVEMBER 20, 2020
Measure twice, cut once. Any carpenter will tell you that. The same goes for contact center KPIs. Having the right metrics to measure and the tools to track them is the best way to make meaningful changes to your contact center’s performance. Those changes will lead to a solid plan to improve customer experience (CX) and earn trust. Below are some of the KPIs to focus on and what they mean. 1.
LiveVox
NOVEMBER 20, 2020
Watch the on-demand webinar about the latest CFPB ruling. Learn how the new mandates impact debt collection and download the presentation deck here. See the full transcript below. Full Transcript Lindsay Shelby: [00:00:00] Alright it is 11 o’clock mountain time. So I think we will go ahead and begin. To everyone for those of you […]. The post [Webinar] CFPB Final Debt Collection Rule & What it Means for Financial Services appeared first on Livevox.
delighted
NOVEMBER 20, 2020
Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use. Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful?
Totango
NOVEMBER 20, 2020
Hi, While the trees continue to bolster bright red and orange it is a great time of year to be grateful for what we have. I know I am thankful to be a part of a fantastic Totango Product and Engineering team that works hard to ensure you have a robust platform to drive successful outcomes for your customers. I can’t say it enough. Thank you for being our valued customer.
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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
CSM Magazine
NOVEMBER 20, 2020
We all love to protect our own identity and space. That’s why we live in separate houses; have our own possessions, sleep in our own beds. It is important to us, that what is ours is private, and if there is a decision to make information public, it is a deliberate one. Unfortunately, as time has gone by and the entire world of over seven billion people has been squeezed into one interconnected global community through the internet, privacy is becoming more and more of a difficult task to
Nuance
NOVEMBER 20, 2020
As the largest independent academic medical center in Philadelphia, Einstein Healthcare Network has one mission – to provide exceptionally intelligent, responsive healthcare and education for its patients. It’s a vision reflected in the radiology team’s careful attention to every aspect of the patient journey – from scheduling and image acquisition to reporting and follow-up.
ClientSuccess
NOVEMBER 20, 2020
Mark Your Calendars Now! . Think back to the last time you or your team attended a conference or expo in person. If you’re like most of the world, it was probably back before March of 2020 when everything changed. With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021.
TCN
NOVEMBER 20, 2020
In today’s world, everyone is on-the-go, always to the next objective or goal. Call centers. The post Call Center Solution Strategies for Success in Today’s World appeared first on TCN.
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.
Anexa BPO
NOVEMBER 20, 2020
If your business’s profitability could be improved, chances are so could your efficiency. There is a lot riding on a business owner – investment of time and money are at the top of that list. In order to increase profits, you must look at the whole picture – i.e. all the innerworkings and intricacies that keep your brand afloat. The promise of success also requires the consideration of alternative solutions such as BPO companies.
CSM Magazine
NOVEMBER 20, 2020
Like most things in life, when people are shopping for car insurance, they are looking for a deal. Saving money is the name of the game, so it’s not surprising that when filling out a car insurance application, many people lie or omit information in order to try to get a lower rate. While this may seem like a fairly harmless way to beat the system, the ramifications if you get caught can be quite severe.
Quiq
NOVEMBER 20, 2020
Share This Story Consumers want answers, and they want them right away. Slow customer service can result in lost opportunities for businesses across all industries. That’s why live chat is more popular among businesses and corporations than ever before. This fast, efficient communication method is a great way to address the questions and concerns of both new and long-standing customers.
Anexa BPO
NOVEMBER 20, 2020
As a business owner, you must work incredibly hard to achieve a certain level of success and profitability. This is no easy feat, and requires the utmost care and knowledge when it comes to industry evolution and growth so that you can remain on top. Although there are many different ways that you can ensure the smooth and productive running of your business, BPO (Business Process Outsourcing) is a great way to fill in some of the areas where you may not be able to focus all of your valuable att
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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.
Brad Cleveland Blog
NOVEMBER 20, 2020
Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core themes have emerged from these management advances—principles that are guiding current developments. They include: Quality must be based on customer needs and expectations Quality and accessibility work together The process is where the leverage is … The post Improving Quality and Performance in Customer Experience first
ShepHyken
NOVEMBER 20, 2020
This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire.
Brad Cleveland Blog
NOVEMBER 20, 2020
Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core themes have emerged from these management advances—principles that are guiding current developments. They include: Quality … Continue reading → The post Improving Quality and Performance in Customer Experience appeared first on Brad Cleveland.
SmartKarrot
NOVEMBER 20, 2020
Role: VP of Customer Success Location: Santa Clara, CA, US Organization: Cloudinary As a VP of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results (OKRs) along with hiring, coaching, and developing a world-class team. Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
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!
ChurnZero
NOVEMBER 20, 2020
Third-party software review sites aren’t only a Sales and Marketing tool to drive brand awareness and lead generation. Reviews hold a wealth of customer insights – and untapped recurring revenue opportunities. During our webinar with G2, we shared how modern Customer Success teams maximize insights from customer reviews to drive recurring revenue, including how to: Know when a customer is most primed to leave a raving review – and how to perfectly time your ask.
SmartKarrot
NOVEMBER 20, 2020
Evolving times have led the CRM (customer relationship management) system to boost up from a mere tool to an all-in-all contact management software. To be a vital part of the game and to give your business an edge over the competition, being aware of some of the best CRM trends could favor you. As 2021 is knocking on your door, you must brace yourself up for the emerging trends.
BlueOcean
NOVEMBER 20, 2020
As we find ourselves entering the strangest holiday season we’ve ever experienced, we want to be sure that while we can’t celebrate together this year, that we still give thanks to our exceptional people and clients. It is our pleasure to share just a small sample of the amazing words of gratitude and recognition from our clients’ customers for our agents.
Spearline
NOVEMBER 20, 2020
With confirmed Covid-19 cases now exceeding 56 million across the globe, Europe and North America seeing a second wave of cases, some areas are now returning to restricted movements. Here at Spearline, we continue to monitor the pandemic's impact on global telecoms infrastructure. ARGENTINA has seen weak connection performance, with an average failure rate of 1.39%.
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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