Contact Center Pipeline
MARCH 14, 2023
There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed on-premise.
ShepHyken
MARCH 14, 2023
Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.
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The Northridge Group
MARCH 14, 2023
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable, especially in the ultra-competitive modern healthcare marketplace. There are many different tactics that health providers can use to improve patient retention rates in 2023.
Fonolo
MARCH 14, 2023
We’ve all heard about the human touch and how important it is in the CX and call center spaces. Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents?
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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.
Nicereply
MARCH 14, 2023
Being a support manager is a demanding job that requires constant learning. These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. Priorities are constantly competing. But one should stand strong among all the others: to keep on learning. And what better way to expand your knowledge than picking up a book?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ChurnZero
MARCH 14, 2023
This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt, those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously
AnomalySquared
MARCH 14, 2023
The most impressive characteristic I have observed since Covid hit us in 2020, was our country's ability to adapt and overcome. Sure, the political landscape had intensified but in the face of adversity, America’s business leaders found a way to navigate unchartered waters, pivot, and flourish.
kommunicate
MARCH 14, 2023
Last Updated on March 14, 2023 Chatbots have taken over the customer service domain. They can address customer queries faster, easier, and with more accuracy than human agents. As chatbots become more intelligent and capable with every passing day, the volume of chatbot-led conversations is also increasing day by day. According to the latest data [.
ChurnZero
MARCH 14, 2023
This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt—those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously
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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
Helpware
MARCH 14, 2023
Call center agents played a vital role during the pandemic , when many customers were otherwise cut off from outside services. This included bank accounts, utility subscriptions, and other transactions made outside the home, where call centers provided a primary point of contact. Today, little has changed—whether it’s a matter of a double-charged online grocery purchase or a delayed bank payroll transfer, a friendly customer call center is there to help.
ConvergeOne
MARCH 14, 2023
Sun Tzu's saying is probably more realized today than it was centuries ago when it was written. As it relates to cyber security, the understanding is that unless you have a firm grasp of your company’s expectations and security requirements, how could you realize successes and deter threats that could bring about failure? I have been asked many times, “How do I start a security program?
JivoChat
MARCH 14, 2023
Learning how to add text to reels is very important to create high-quality content using Instagram. The short videos that are called reels on the platform have become a success, and drive the attention of many people. When you publish reels you have the opportunity to gain more visibility on Instagram because your content may appear on the reels page of users who don’t follow your profile.
HelpCrunch
MARCH 14, 2023
Budgeting is tough (coming from a person who’s bought four different cardigans just this month). Business budgeting is even more daunting. You can’t just suddenly cut your spendings and order fewer take-outs to make ends [ … ] The post Chatbot Pricing: How Much Does a Chatbot Cost in 2023? appeared first on HelpCrunch blog.
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.
JivoChat
MARCH 14, 2023
Did you know that 57% of firms consider their supply chain as a competitive advantage? Yet only 6% report full visibility on it. Whether you’re a first-time online seller or a seasoned professional, navigating the complexities of managing an efficient and cost-effective retail supply chain can be challenging. So let’s take a dip through the entire process and learn everything there is to know, from A to Z.
Jon Arnold
MARCH 14, 2023
Last Friday, I attended 8x8’s Analyst Day in New York, held at the Nasdaq MarketSite in Times Square. Was a different setting than usual, but it was part of a broader branding effort, where they got to ring the closing bell - and, along with the industry analyst cohort, financial analysts were there as well. Been a hectic few days, including an unscheduled stop in Montreal, but finally home long enough now to get this post done.
JivoChat
MARCH 14, 2023
Book marketing is a key part of any successful publishing strategy. It involves both traditional and digital strategies to promote books through different channels, including bookstores, social media platforms, and publisher networks. This type of marketing allows authors to reach potential readers in an effort to increase sales and build their brand as well as the book’s visibility.
Cisco - Contact Center
MARCH 14, 2023
Can you hire your way to security resilience ?
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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.
TeamSupport
MARCH 14, 2023
Using TeamSupport's proprietary Customer Distress Index (CDI TM ) to predict customer dissatisfaction before it escalates TeamSupport's customer service software, Support , is the only customer support ticketing system that helps support teams focus on their customer at a company level. Built specifically for business to business (B2B) organizations, our customer support software empowers companies to focus on their customer health holistically - rather than merely focusing on ticket management:
JustCall
MARCH 14, 2023
It’s no secret that companies today are focusing on giving their clients the greatest customer service experience possible. The various touchpoints along the consumer journey can make or break the experience. But fear not! The task of improving the customer experience need not be difficult. In reality, it can be enjoyable, thrilling, and even profitable for you and your clients.
NobelBiz
MARCH 14, 2023
Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. Failure to comply with these rules can result in hefty fines, legal action, and reputational damage. Therefore, compliance is critical to maintain a healthy and sustainable business. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant.
CSM Magazine
MARCH 14, 2023
Even the best product or service may fail to satisfy if your customer service is poor. Because of that, you not only lose out on repeat clients but also lose your potential influencers — a satisfied customer directly influences the purchase decision of the family, friends, peers, and community. It leads to a sharp increase in your customer acquisition cost.
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!
JustCall
MARCH 14, 2023
Businesses are afflicted with unwanted and spam calls as much as personal phone numbers. While it is troubling in a personal capacity to receive irrelevant calls when you’re busy, it is much worse for a business. You may lose valuable time and miss important calls while trying to avoid spam. This is where call screening comes in. In this article, we’ll cover what call screening is, how it works, its benefits, and the best practices of a phone call screening service.
Back Office Centers
MARCH 14, 2023
Data mining is the process of gathering information from several sources, interpreting it, and turning it into actionable business insight. Companies with a strong consumer emphasis, particularly those in retail, finance, communication, and marketing, are the main users of data mining services. It helps businesses to ascertain links between “external” elements like economic indicators, competition, and client demographics and “internal” factors like price, product positio
SmartKarrot
MARCH 14, 2023
Role: Director of Customer Success Location: NAMER, United States (Remote) Organization: Appvance As a Director of Customer Success, you’ll ensure that consumers utilise Appvance actively and receive a return on their investment (ROI) and business value. Create strategies and procedures that enable top-notch customer adoption, growth, and retention.
JustCall
MARCH 14, 2023
Employees are among the most valuable assets of any business, but they are even more significant when it comes to call centers and contact centers. In workplaces where interpersonal communication forms the bulk of the workload, employee productivity can have a major impact on both the short and long-term success of the business. Promoting employee productivity is paramount to ensure not only employee fulfilment but also customer satisfaction and operational efficiency.
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
CSM Magazine
MARCH 14, 2023
Most modern businesses acknowledge the importance of data. For small firms, this often means depending on reports created within the individual software platforms they use for day-to-day operations. However, there will come a moment when consolidating this data into a single, uniform source is preferable. To efficiently organize and secure this data, a procedure called data management is required.
Maru Group
MARCH 14, 2023
Todd Trautz Maru/Matchbox | March 2023 A global entertainment studio enlisted Maru to help advise them on content planning. They needed to identify which series or movie to reboot out of a set of more than 20 titles and discover the format that would be the most successful for various audiences. Additionally, the entertainment studio sought to leverage the emotional connection to the original movie or show to draw in a new generation of viewers while capitalizing on the previous audience.
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