Tue.May 03, 2022

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What is an Omnichannel Contact Center?

LiveVox

One of the defining aspects of the 21st century is the evolution of the digital world. People can now communicate in a variety of different ways, such as through SMS, email, webchat, and social media. The post What is an Omnichannel Contact Center? appeared first on Livevox.

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Amazing Business Radio: Devin Poole

ShepHyken

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.

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Benefits of phone number testing

Spearline

Phone number testing is arguably one of the most important aspects to ensure an excellent customer experience. No matter what business you operate, your phone numbers are one of your most important assets. Studies show that phone calls are the most used channel for customer service. While other contact channes such as email, online chat and FAQs etc. are important, when a customer takes the time to actually phone you, it is generally for something important.

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What are the best Customer Success YouTube channels? Start with our top five.

ChurnZero

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. The only problem is knowing where to start—so we’re here to help. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

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The 2023 Verint Experience Index: Retail

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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Experiential Innovation: Design Your Customer Experience Future

360Connext

Is Your CX Program Looking Toward the Future? Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders how customers behaved last week, last month, and last year. And customer journey maps tell the story of how the customer interacted with the brand.

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How to Achieve an Effective Customer Care Plan

Helpware

The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small businesses is approximately 50% at the five-year mark. This is according to research conducted by the SBA's Office of Advocacy.

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ConvergeOne Framework for Cloud-Based IT Network and SSE Integration

ConvergeOne

Many corporations announce mergers frequently. Once the ink has dried on the deal, the integration plan begins to take shape. The immediate challenge of interconnection is tasked to IT so that application systems integration or data sharing can securely take place. Often the operations need to remain only partially integrated, as they operate within different data sovereignty laws and corporate polices.

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Building Customer Loyalty: 3 Keys to Earn Trust 

ClientSuccess

In the world of customer success, robust, fully realized customer relationships don’t just happen overnight. Instead, they require hard work and mutual input from both sides of the partnership. . For CSMs looking to build strong customer loyalty with their current customers or, in the case of new customers, kick things off in the right direction, it’s essential to realize that not all customer relationships will result in customer loyalty.

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Top 7 Questions to ask for Retaining Key Customers!

CustomerSuccessBox

Retaining and Acquiring has been the crucial aspects of every business so far but the real hit of the significance of each of these aspects came to our notice when the pandemic had to arrive. Now is when we very well know, that “ retaining key customers ” keeps us going. And acquiring new customers seems to be groundbreaking work with higher expenses than appealing to the old customers who like you for something that you are offering!

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Webinar Q&A Recap: How Healthy is Your Health Score?

Education Services Group

Speakers: David Sakamoto , Vice President of Customer Success at Gitlab , and Neal McCoy. Vice President of Professional Services at BigCommerce. Peter Armaly joined Marley Wagner to co-host this month’s Customer Success Unlocked webinar. GitLab’s David Sakamoto and BigCommerce’s Neal McCoy joined us to share their respective journeys toward developing accurate, predictive customer health scores and actionable tips for how you can do the same.

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Improve Agent Experience With These Contact Center Tools

USAN

When contact center agents are engaged, they can better help and satisfy customers. But it can be hard to figure out exactly how to consistently foster and cultivate agent engagement. One of the most powerful ways to do this is with technology. An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. The problem, though, is that many contact centers don’t consider technologies from the agent perspective.

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Why Conversation Analytics is a critical piece of call centre software

Infinity

In an increasingly connected world, customers have a variety of ways to get in touch. Contact forms, email, social media and even WhatsApp - you’d be forgiven for thinking that the humble phone call has fallen out of fashion. You’d be wrong. According to a survey , 75% of customers said human interaction is still important, even as automated solutions improve.

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Employee Recognition, Rewards & Incentive Strategies for Contact Centers

NobelBiz

In the contact center landscape, retention, productivity and engagement levels are the KPIs every manager wants to increase, and employee recognition is a key aspect of performance management. In this article, we explore how you can make your employees feel valued and appreciated by using various employee recognition, rewards and incentive strategies.

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The Open CCaaS Advantage Report

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.

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EY announces Sean Minter as Entrepreneur of the Year Finalist

Amplifai Coaching Category

Ernst & Young LLP (EY US) today announced that CEO and Founder, Sean Minter of AmplifAI was named an Entrepreneur Of The Year® 2022 Central Plains Award finalist!

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5 Best VoIP Providers (Ranked By Ease of Use)

JustCall

You and your team have a lot to worry about as is. You don’t want to invest in a VoIP solution that has a long learning curve and is too complicated to use. Ideally, you want VoIP software that enables higher productivity and efficiency, paving more growth opportunities for your business. This is why it’s important to also consider ease of use when choosing one from the best VoIP providers.

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7 Facts About Cross-Platform Application Development

JivoChat

Mobile application development has seen a major boom in recent years with increasingly more businesses investing in the field. With this popularity comes more competition among businesses. As a result, it’s important that businesses don’t risk missing their presence on both of the primary platforms: Google Play Store or the Apple App Store. This is where cross-platform application development comes into play. .

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Cocktail party and crosstalk

SoliCall

The cocktail party problem is one of the oldest problems in the arena of signal processing. The problem is describes as follows: in a cocktail party there are many people talking. All their voices are mixed in the air and the people listening will hear all the voices blended together. Nevertheless, in most cases, the human brain can focus on the voice of a specific speaker while ignoring all other voices so basically the human brain estimates individual source from the mixture of all sources.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!