Fonolo
APRIL 12, 2022
An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.
ShepHyken
APRIL 12, 2022
Poor Communication Is Bad Customer Experience . How Communication Affects the Employee and Customer Experience. Shep Hyken interviews Dorian Stone, Head of Organizations Revenue of Grammarly Business. They discuss how communication affects an organization’s productivity, experience, and revenue. Top Takeaways: Communication is part of the experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
APRIL 12, 2022
You ask Siri if you need your umbrella, and she tells you it looks like rain. You ask Alexa to play some jazz, and Miles Davis flows out of the speaker. So, computers understand what we say now, right? But the answer isn’t so simple. Because to understand what we say, computers must solve two […].
Kayako
APRIL 12, 2022
As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue.
Advertisement
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
APRIL 12, 2022
We have some exciting news to share with all of you. Introducing our powerful standalone feature, the VirtualText App. Business texting for offices, restaurants, delivery services, and the list goes on. That’s right, we upped the ante and are giving customers early release access for this nifty new product. Chief Marketing Officer Rachel Anderson had this to say about the news: “We are so excited for this early release opening of the VirtualText App to our customers.
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 12, 2022
According to recent Gartner reports, an estimated 85% of artificial intelligence (AI) projects will fail through the year 2022. This estimation is likely to cast some doubt on the realm of artificial intelligence and its ability to deliver value. However, the reason that so many AI projects fail is not due to the AI processes themselves, but rather the lack of strong data governance, collaboration, and problem definition.
Totango
APRIL 12, 2022
At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. To wrap up the event, Totango COO Jamie Bertasi shared 10 key takeaways she gathered from all the presentations and conversations that took place during our summit.
Playvox
APRIL 12, 2022
There’s nothing more important than creating an optimal contact center schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact center schedule isn’t doing more harm than good? A cluttered, complicated schedule can create inefficiencies and cost precious time that could be better spent with customers or even given back to agents for development activities.
Fonolo
APRIL 12, 2022
An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier. Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.
Advertisement
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
APRIL 12, 2022
How do you define eCommerce success? Is it merely getting the most customers, the most orders, or having the best online feedback? In today's competitive marketplace where up to 90% of all startups fail within the first four months, it‘s essential to leverage every opportunity to grow your eCommerce business. BPOs can be the difference for businesses that are looking to improve their core competencies and optimize their ROI.
LiveVox
APRIL 12, 2022
Following text message marketing best practices will help you send the kind of messages your subscribers are not only more likely to respond to, but that they actually want to receive. Not just that–it’s also necessary to make sure your text message marketing campaigns aren’t breaking any laws. The post Automated Text Message Response Best Practices & SMS Compliance appeared first on Livevox.
Comm100
APRIL 12, 2022
The Covid-19 pandemic transformed the way that local governments interact with citizens. Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. . For many local governments, this came in the form of customer service chatbots. Among local governments, more than 60% indicate that they’ve either introduced chatbots or have plans to do so in the next 12-18 months.
MiaRec
APRIL 12, 2022
While most businesses prioritize new customer acquisition, it is customer retention that presents a proverbial jackpot in terms of how valuable a customer is for an 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!
Netomi
APRIL 12, 2022
For businesses today, taking care to reach customers where they are, and connecting with them on their terms, is critical. Where are customers spending their time? On instant messaging and social media apps such as Slack, text messages and WhatsApp. In today’s digital-first world, receiving customer support through such channels seems like the most logical approach, and for many customers, this is indeed the case.
LiveVox
APRIL 12, 2022
There are two communication modes used by the vast majority of consumers: email and SMS marketing. These channels have adoption rates among U.S. adults of about 90% and 80%, respectively, and among people under 45 their use is nearly universal. The post Balancing and Combining Email and SMS Marketing appeared first on Livevox.
Education Services Group
APRIL 12, 2022
You know what I love about being part of the Customer Success movement? The tectonic forces that are constantly at play. Because it stands at the edge between customer and provider, it has no choice but to be nimble, deliberate, and anticipatory. And at that edge is where the action takes place, where those tectonic forces of change (technology, customer preferences, economies, etc.) have their greatest impact.
LiveVox
APRIL 12, 2022
If you need to distribute urgent business communications or marketing campaigns while you’re on the go, logging into a marketing platform or messaging app isn’t always practical. However, we’re willing to bet you probably have access to email no matter where you are. Email to text allows you to turn emails into rapid-fire, easily digestible SMS messages that can be read quickly by your customers, clients or subscribers.
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
Skybridge
APRIL 12, 2022
In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings. For me, the most striking insight underlying them all is this fundamental reality: CX is the dominant strategic force driving customer care, customer loyalty, and customer profitability.
LiveVox
APRIL 12, 2022
The benefits of SMS marketing for businesses are many: high deliverability, increased customer engagement and more revenue, just to name a few. SMS is one of the most convenient channels for communicating with your customers, and one of the most preferred mediums by customers themselves. The post The Benefits of SMS Marketing appeared first on Livevox.
ClientSuccess
APRIL 12, 2022
As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. Are you ready to add one more to your arsenal? What is a Customer Effort Score . The Customer Effort Score is precisely what it sounds like: it calculates the amount of effort a customer has to put in to do business with your organization.
CSM Magazine
APRIL 12, 2022
We’ve all experienced it. A disgruntled customer with no good words to say, only negativity and a damning address. One of the most frustrating things about the customer service industry, no matter if you’re customer facing, or in office-based position, is rude customers. Their words can seriously affect performance and cause you to question your own abilities.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
CustomerSuccessBox
APRIL 12, 2022
While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business. Here we have jotted down the essential strategies to be included in your Customer success checklist for the year 2022.
SmartKarrot
APRIL 12, 2022
Role: Director of Customer Success Location: New York, NY Hybrid Organization: Crealytics As a Director of Customer Success, you will develop strong connections with key client stakeholders to understand their needs and invest in their long-term success. Serve as a client escalation point for addressing technical, creative, and data-related retailer and advertiser requests.
SmartKarrot
APRIL 12, 2022
A look at the organizational landscape shows that many companies, especially B2Bs, are moving towards digital transformations – using IT tools and technologies to boost organizational performance. The primary motivation for digital transformation (DX) is the many benefits of hybrid and multi-cloud infrastructures. On the other hand, Artificial Intelligence (AI) has gained a lot of traction in recent times.
SmartKarrot
APRIL 12, 2022
The ‘C’ in the C-suite refers to the Chief. The officers in the C-suite are the leading executives and the key decision-makers of the business. Earlier, in the case of most organizations, the C-suite had three key titles – the CEO – chief executive officer, the COO – chief operating officer , and the CFO – chief finance officer. As businesses and requirements evolved, more titles such as the CMO – chief marketing officer, CTO/CIO – chief technology/information officer, CHRO – chief human r
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Expert insights. Personalized for you.
95 
Let's personalize your content