CCNG

MARCH 15, 2023

In theory, the more channels available, the less that voice — and therefore humans — will matter. But people still want to connect with people. With all the investment in technology and AI in call centers, where does that position human-to-human conversations? Omnichannel technologies, defined as those which provide a seamless customer service experience across channels, have seen major growth in popularity over the past few years.

Call Center 195

Call Center CCNG Self service Surveys 195

Callminer

MARCH 15, 2023

Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intelligence platform.

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Contact Center Pipeline

MARCH 15, 2023

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey. In fact, these insights have shifted from nice-to-have to need-to-have.

Analytics 130

Analytics Contact Center Customer Experience 130

HelpCrunch

MARCH 15, 2023

The life of a customer service representative isn’t always cakes and ale. Here you are, sitting at your desk, catching every client’s issue, and telling them how to proceed with the product. In fact, this [ … ] The post Customer Service Knowledge Base: The Definition and Lifehacks for Building One appeared first on HelpCrunch blog.

Customer Service 118

Customer Service 118

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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.

Abby Connect

MARCH 15, 2023

A customer calls. Your receptionist answers and makes a fantastic first impression on your behalf—they’re charming, well-informed, and manage to forward a happy, engaged potential customer to your phone line. But what happens next is up to you. Can you cinch the deal, or will you fumble the pass?

Management 103

Management Customer Service 103

Abby Connect

MARCH 15, 2023

Incoming calls are referrals, customers, leads, partners… and sometimes the calls are solicitors, scammers, spammers, and mistakes. When the phone rings it’s either an opportunity or a complete waste of time (and more time than you think). That’s a pretty big gamble.

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delighted

MARCH 15, 2023

There’s no question that the experiences customers have with your brand make an impact on your bottom line. In fact, recent data from the XM Institute shows that consumers are 2.6x more likely to purchase after a 5-star experience than after a 1- or 2-star experience. What’s more, they’re 3.7x more likely to recommend a company after that 5-star experience.

Feedback 90

Feedback Accountability Surveys Metrics 90

Transparent BPO

MARCH 15, 2023

Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has been seen in the scores […] The post Addressing the Decline in Customer Satisfaction appeared first on Transparent BPO.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Contact Center Call Center 62

Select VoiceCom Blog

MARCH 15, 2023

E-commerce customer service is a great way for retailers to streamline business processes and minimise friction online. Learn more about it in this article! The post E-Commerce Customer Service: A Beginner’s Ultimate Guide appeared first on Select VoiceCom.

Customer Service 52

Customer Service Customer Support 52

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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

24-7 InTouch

MARCH 15, 2023

To truly succeed in the gaming industry, you must proactively nurture gamer loyalty. Since 2011, the gaming industry’s market size has exploded from a respectable $38.62 billion to a staggering $90.13 billion as of 2022. The surging popularity of video games has fueled this meteoric growth. Millions of gamers across the globe invest their time and energy as they attempt to win their favorite PC, console-based, or mobile games.

Customer Experience 52

Customer Experience outsourcing Metrics Surveys 52

TCN

MARCH 15, 2023

WHATACA International Spring IGNITE Conference brings together credit and collection professionals from across the country. The post TCN To Showcase New Workforce Engagement Suite for its Contact Center Platform at 2023 ACA International Spring IGNITE Conference appeared first on TCN.

Contact Center 52

Contact Center 52

CSM Magazine

MARCH 15, 2023

When it comes to capturing the magic of your wedding day, choosing the right photography agency can make all the difference. If you’re getting married in Los Angeles, you’re in luck – there are plenty of talented photographers and agencies to choose from. However, one agency stands out from the rest: [link]. The founders, Dan and Owen, who both came from the commercial photography and filmmaking industry, launched Symboll intending to offer a fresh approach to wedding photograp

Personalization 52

Personalization Marketing 52

Hello Customer

MARCH 15, 2023

There’s no denying it, most companies nowadays are searching for a solution to turn customer experience insights into something tangible and actionable. While Hello Customer already allows you to pick up on what your customers are really saying, it’s just as important to align these insights with your teams’ KPIs and internal business language so everyone understands the impact they have on the customer experience.

Feedback 52

Feedback Transportation Personalization Consulting 52

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

CSM Magazine

MARCH 15, 2023

Arunabh Madhur, Regional VP & Head Business EMEA at SHAREit Group examines how mobile apps are reshaping the e-commerce industry. Despite many documented market and economic challenges, many brands continue to invest heavily in e-commerce marketing. In fact, the current global e-commerce market is valued at around $5.5 trillion , and it is estimated that online retail sales will soon reach $6.7 trillion by the end of this year, with e-commerce making up 22.3% of those sales.

Customer retention 52

Customer retention Finance Marketing Sales 52

Zappix

MARCH 15, 2023

In today's fast-paced business world, providing an exceptional customer experience has become more important than ever before. With customers having a wide range of choices available at their fingertips.

Customer Experience 40

Customer Experience 40

SmartKarrot

MARCH 15, 2023

Role: Director, Customer Success Location: Houston, TX, United States (Remote) Organization: Innovapptive Inc As a Director of Customer Success, you’ll ensure great client happiness, adoption improvements, retention, and expansion, you should lead and manage the customer success team of strategic accounts. People Management & Recruiting: With an emphasis on creating a solid talent pipeline and assembling a high-performing team, hire, train, and manage a group of customer success speci

Upselling 19

Upselling Engineering B2B Accountability 19

AWS Machine Learning

MARCH 15, 2023

Tens of thousands of AWS customers use AWS machine learning (ML) services to accelerate their ML development with fully managed infrastructure and tools. For customers who have been developing ML models on premises, such as their local desktop, they want to migrate their legacy ML models to the AWS Cloud to fully take advantage of the most comprehensive set of ML services, infrastructure, and implementation resources available on AWS.

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Scripts APIs Engineering Construction 129

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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

Education Services Group

MARCH 15, 2023

Voice of the Customer (VoC) programs are extremely valuable for collecting customer feedback and deeper insights into the health of your customer relationships. A good VoC program is comprehensive and involves gathering feedback from many different channels. The best VoC programs not only collect and analyze customer data and feedback from a variety of sources, they also close the customer feedback loop in a way that elevates the customer experience.

Feedback 52

Feedback Surveys Customer retention Customer centricity 52

CSM Magazine

MARCH 15, 2023

Kevin McGachy, Head of Solutions, Sabio Group explains how data powers excellent CX delivery for contact centre advisors. We’re finding that one of the biggest CX challenges that our clients face is working out exactly how to capture, organise and act on the potentially billions of data points that are generated as a result of different customer journeys.

CRM 52

CRM Chatbots Self service Technology 52

JivoChat

MARCH 15, 2023

One doubt many Instagram users have is: “can you see who watched your reels?” That’s an important question because people want to know who is following up closely on their content, and identifying the viewers helps with that. On the other hand, if Instagram reveals who has watched a reel, people may feel inhibited from seeing them.

Accountability 75

Accountability Scripts Personalization 75

JustCall

MARCH 15, 2023

With the rise in global internet access, e-commerce businesses are booming worldwide. Global retail-e-commerce sales are expected to grow to 8.1 trillion US dollars by 2026. The competition in the e-commerce landscape is increasing just as fiercely. Businesses need to ramp up their marketing and communication efforts to stay ahead of the competition.

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Marketing Telemarketing APIs Best practices 122

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

Hodusoft

MARCH 15, 2023

IP PBX Software Statistics & Trends: An In-depth Analysis If you’re considering investing in IP PBX Software , then you may have a lot of questions in your mind right now. Some of them are likely to be: “Will IP PBX software be the right solution for my business?” “What’s the growth potential of the global IP PBX software market?” “Which industries are more likely to benefit from IP PBX software?

voip 52

voip Banking Technical Support Marketing 52

JustCall

MARCH 15, 2023

In sales and customer relations, calling prospects or leads manually can consumer valuable time and resources. This is where web dialers come in, as they supplant this manual labor with automation. With the help of sales dialer software, telemarketers can focus on building relationships, thus improving efficiency. While sales dialers aren’t new, they have evolved significantly over time to become a must-have tool in the arsenal of sales and customer reps.

Call Logging 52

Call Logging voip Sales Telemarketing 52