CustomerServ
APRIL 18, 2023
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where the age-old debate of big vs. small vendor is a mainstay conversation.
ShepHyken
APRIL 18, 2023
For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with.
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Totango
APRIL 18, 2023
Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h
Lumoa
APRIL 18, 2023
As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.
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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.
Cisco - Contact Center
APRIL 18, 2023
On April 18, 2023, the UK National Cyber Security Centre (NCSC) along with the United States FBI, NSA and CISA published a joint advisory describing how state-sponsored cyber actors were able to… Read more on Cisco Blogs
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ConvergeOne
APRIL 18, 2023
Southeast Financial Credit Union (SEFCU), located in Franklin, Tennessee, was established in 1936. Its membership base includes over 36,000 members, including over 600 select employee groups like AT&T. Serving their members, 200 employees, and 13 branches, they protect assets totaling $400+ million. Security is an essential element for SEFCU employees and members.
Fonolo
APRIL 18, 2023
Is your contact center staying on top of advancements in AI and automation? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. Free Download: Automation Strategies to Future-Proof Your Contact Center New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions.
Helpware
APRIL 18, 2023
Launching a startup is exhilarating and daunting at the same time. While you may be completely sold on your brilliant idea, there is little guarantee that your business will expand as quickly as you’d like—or take off at all. The good news is that there are ways to evaluate the risks. And how profitable an idea can be before you decide to invest all of your resources into it.
Cisco - Contact Center
APRIL 18, 2023
In some respects, the finance industry may not seem like a prime candidate for technological innovation. After all, banks have been around for thousands of years.
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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
Nuance
APRIL 18, 2023
… Celebrating a decade of wins with the 2023 Stevie® Awards Read More » The post Celebrating a decade of wins with the 2023 Stevie® Awards appeared first on What’s next blog.
SQM Group
APRIL 18, 2023
Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.
AWS Machine Learning
APRIL 18, 2023
This post was co-written with Dave Gowel, CEO of RallyPoint. In his own words, “ RallyPoint is an online social and professional network for veterans, service members, family members, caregivers, and other civilian supporters of the US armed forces. With two million members on the platform, the company provides a comfortable place for this deserving population to connect with each other and programs designed to support them.
C3Centricity
APRIL 18, 2023
As a leader, you know that customer centricity is critical to the success of your business. However, it is not enough to pay lip service to this concept; you must make it an integral part of your company’s culture and business strategy. In this post, we will explore what customer centricity means, why it is essential, and how you, as a leader, can successfully lead a customer-first strategy adoption in your organization.
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.
AWS Machine Learning
APRIL 18, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML), enabling organizations to provide relevant information to customers and employees, when they need it. Amazon Kendra uses ML algorithms to enable users to use natural language queries to search for information scattered across multiple data souces in an enterprise, including commonly used document storage systems like Microsoft OneDrive.
MiaRec
APRIL 18, 2023
With several solutions on the market all promising to better your contact center, how are you meant to choose? How does MiaRec compare to Five9? Are they offering the same solution or can they be integrated with each other?
Cisco - Contact Center
APRIL 18, 2023
Countless enterprises would like their IT operations to be more cloud-like.
Win the Customer
APRIL 18, 2023
Like any strategic initiative, customer journey mapping is not without its challenges. One of the most insidious threats is the phenomenon known as groupthink. In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated. It provides businesses with valuable insights into customer behavior, pain points, and opportunities for improvement.
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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.
JustCall
APRIL 18, 2023
Irrespective of the nature of the business, productivity is something that each of them focuses on. They often map this by checking aspects related to task execution, delivery, etc. So, as a call center business owner, if you are wondering how to improve call center productivity, then you can explore add-ons, which can enhance your daily operational experience.
Method:CRM
APRIL 18, 2023
No matter how satisfied your customers are, there’s always room for improvement. Consistently building on and improving your customer experience goes a long way for your business. Just like with your marketing efforts, providing a better customer experience means more sales opportunities down the road. So, not only will you make your customers happier, but when you provide extraordinary customer service, you accelerate your sales process and increase profitability.
Cisco - Contact Center
APRIL 18, 2023
Co-authored by Chris Panzeca , Senior Director of Global Strategic Partner Sales at Cisco Over the past few years, we have seen a massive transition to hybrid work with organizations adapting to new… Read more on Cisco Blogs
AnswerConnect
APRIL 18, 2023
B2B Customer Experience provider wins top accolade for “reliability, consistency, and overall agent professionalism” The post AnswerConnect selected as Best Answering Service of 2023 by Forbes appeared first on AnswerConnect Blog.
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!
CSM Magazine
APRIL 18, 2023
As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today.
NobelBiz
APRIL 18, 2023
Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Look no further! In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is su
CSM Magazine
APRIL 18, 2023
Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly! What are Customer Insights? As a business owner or manager, your organization’s success relies on just how well you know who your customers are.
Cisco - Contact Center
APRIL 18, 2023
I have always been a career-oriented individual.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
CSM Magazine
APRIL 18, 2023
Businesses are being urged to pay attention to their customer review strategy, following new research from Smart Money People, the UK’s dedicated financial services review site. A survey revealed that more people are likely to trust product reviews from other customers (84%), than industry experts (67%), professional reviewers (48%), and companies or brands (41%).
SmartKarrot
APRIL 18, 2023
Role: Customer Success Manager Location: Seattle, WA, United States (Remote) Organization: CommerceIQ As a Customer Success Manager, you’ll focus on how we can leverage our products and services to help our clients achieve their ecommerce needs as we work with them to learn what those needs are. Become an authority on the CommerceIQ platform and assist clients in implementing best practises to meet their objectives in business.
AWS Machine Learning
APRIL 18, 2023
Reliability managers and technicians in industrial environments such as manufacturing production lines, warehouses, and industrial plants are keen to improve equipment health and uptime to maximize product output and quality. Machine and process failures are often addressed by reactive activity after incidents happen or by costly preventive maintenance, where you run the risk of over-maintaining the equipment or missing issues that could happen between the periodic maintenance cycles.
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