Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals.

Call Center 91

Call Center Management call center software Average Handle Time 91

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t. The long answer is the following newsletter inspired by a recent podcast and a business pickle by one of our listeners. Here’s what Gad’s pickle is: Hello.

Banking 195

Banking B2C B2B Construction 195

Callminer

MARCH 17, 2022

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.

Engineering 182

Engineering 182

Spearline

MARCH 17, 2022

Call centers are the core of today’s industry. Every successful company has a call center to engage with its customers, addressing their needs and providing assistance. It is vital to ensure that these customer engagements build a strong customer relationship. Leading businesses are always on the lookout for opportunities to improve the customer experience.

Customer Experience 105

Customer Experience Call Center Feedback Management 105

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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.

VirtualPBX

MARCH 17, 2022

The Professional Voicemail Greeting. Customer service is always at the forefront of our minds as we conduct our day-to-day business. But in today’s world, we tend to forget the importance of voicemail and the business voicemail greeting. I cringe when I think about the last time I updated my voicemail. The good news is I finally took off the generic elevator music that assailed my caller’s ears.

Call Center 98

Call Center Accountability Time management Customer Experience 98

TeamSupport

MARCH 17, 2022

Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.

Customer Support 97

Customer Support Coaching Management Technology 97

Upstream Works

MARCH 17, 2022

Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complet

Contact Center 78

Contact Center Interactive Voice Response Self service Call Center 78

Helpware

MARCH 17, 2022

Great customer service is no longer just a nice-to-have ideal for companies. Instead, exceptional service is a must for every and can be the differentiating factor that determines success or failure.

Customer Service 82

Customer Service 82

SQM Group

MARCH 17, 2022

Many world-class First Call Resolution performing contact centers do talent capability assessments from the agent to the SVP level. Learn more about talent capabilities assessment and succession planning.

First call resolution 77

First call resolution Customer Service Contact Center 77

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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

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Connect

MARCH 17, 2022

A couple of years ago, the massive migration to remote working seemed temporary, but now that we see a potential permanence in remote and hybrid business structures, we need to reconsider the tools we’ve been using. Challenges Facing Hybrid Workers. New hybrid and remote working structures rely more heavily on technology than older office-based models.

Technology 52

Technology Management 52

Certified Languages International

MARCH 17, 2022

How to deal when world events intersect with your job as an interpreter. It’s a scene that plays out again and again. A catastrophic event, like war or a virus, is associated with a geographic location. People turn their fear into anger. On the receiving end are ordinary people — expats, residents, immigrants, visitors — who just happen to be from that location.

Healthcare 52

Healthcare Best practices Personalization Accountability 52

LiveVox

MARCH 17, 2022

Customers lean on businesses for support and they expect every interaction to be quick, effortless, and personalized. But a variety of challenges exist within the contact center—from struggling to find and retain qualified agents, to a lack of customer insights across channels—preventing businesses from meeting rising customer demands. And these issues vary across outbound, inbound, and blended contact centers.

Contact Center 52

Contact Center Personalization 52

Certified Languages International

MARCH 17, 2022

How to deal when world events intersect with your job as an interpreter. It’s a scene that plays out again and again. A catastrophic event, like war or a virus, is associated with a geographic location. People turn their fear into anger. On the receiving end are ordinary people — expats, residents, immigrants, visitors — who just happen to be from that location.

Healthcare 52

Healthcare Best practices Personalization Accountability 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

Call Experts

MARCH 17, 2022

When you contact a business, the very first thing you hear is the customer service greeting. The person on the other end of the line greets you and welcomes you to the conversation. Customer service greetings can be an essential part of any customer experience strategy. Calls are a powerful way to connect with customers, but only if done right! Customer service is all about relationships , and relationships start with your customer service greeting.

Customer Service 52

Customer Service Scripts Personalization Customer Experience 52

CustomerSuccessBox

MARCH 17, 2022

It’s not always easy to navigate through the customer success process. Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. It’s a document (or set of documents) that outlines when various teams in your company should communicate with customers. Read further to know in detail about the best practices that you should follow for building an effective Customer Journey Map.

Journey mapping 52

Journey mapping Best practices Construction Benchmark 52

Zappix

MARCH 17, 2022

Zappix, the leading Visual Self-Service solutions provider, has signed new customers for its Digital Payments solution and announced multiple new payment gateway integrations as it expands its reach in FinTech. The Digital.

Self service 40

Self service 40

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. As your product evolves, it’s important to provide your customer success team with a successful approach for navigating customer interactions.

Customer advocacy 52

Customer advocacy Upselling SaaS B2B 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

SmartKarrot

MARCH 17, 2022

Role: Customer Success Director – SMB Location: Remote, Atlanta, GA, US Organization: ON24 As a Customer Success Director, you will manage and provide escalation and support for CSMs in your group. Manage and develop processes to support a large number of accounts across the team. Support of the CSMs in escalations around questions or issues with client accounts.

Upselling 19

Upselling Metrics Accountability CRM 19

CustomerSuccessBox

MARCH 17, 2022

Steve Jobs said, “People don’t know what they want until you show it to them” back then and now Apple promoted the Apple Patently Watch saying, “How to take an ECG ” Do you see the change in the paradigm shift in the way it is marketed at two different points in time? That’s exactly the shift from a product-centric approach to a customer-centric approach !

Customer centricity 52

Customer centricity Construction Marketing Metrics 52

SmartKarrot

MARCH 17, 2022

B2B businesses need to reward their loyal clients frequently. While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. As per a report by Forrester , by 2023 B2B businesses in the US is expected to contribute up to $1.8 trillion.

Best practices 10

Best practices B2B B2C SaaS 10

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Since we didn’t have the time to get to all the questions that came in during the live webinar, Jennifer took the time to go through and provide her responses to the unanswered questions, so we could share them with you here.

Metrics 97

Metrics Calibration Accountability Customer Experience 97

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!

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JivoChat

MARCH 17, 2022

10 Best CMS for Ecommerce. If you are considering expanding your business by creating an online store, or you already have one and wish to improve its performance, you can do it by using one of the best CMS for ecommerce. . A CMS (Content Management System) is a very useful tool to create, manage and edit web pages of different types, and this includes ecommerce pages.

Engineering 75

Engineering B2B Accountability Analytics 75

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Since we didn’t have the time to get to all the questions that came in during the live webinar, Jennifer took the time to go through and provide her responses to the unanswered questions, so we could share them with you here.

Metrics 52

Metrics Calibration Accountability Customer Experience 52

Lumoa

MARCH 17, 2022

Lumoa Product News for March 2022 New preview for Lumoa Surveys Lumoa Surveys through the UI just got a lot better! New Preview gives you a real time view in to your survey Available in any language Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa! We have lots more planned for our SurveyHub in Lumoa, such as SMS, In Website surveys, and more!

Surveys 83

Surveys Best practices Accountability Feedback 83