Outsource Consultants

JUNE 7, 2021

We’ve all asked the question: “When will I find the right call center partner?”. Maybe you’ve searched endlessly for a BPO partner that felt right. Or you’ve been wondering about meeting someone new, a BPO partner that’s nice, that makes you feel important — but no luck. Meanwhile, all of your friends are posting happy pictures of their blossoming BPO relationships, scaling revenue and efficiency in great destinations like the Caribbean and the Philippines.

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ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. (Experience Investigators) Customer interviews can highlight issues in emotional ways.

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Callminer

JUNE 7, 2021

Sentiment and emotion analysis enables businesses to keep track of how customers feel about products and services. This blog shares how these insights deepen customer relationships.

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Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. Author: Pauline Ashenden - Demand Generation Manager The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent.

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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.

Working Solutions

JUNE 7, 2021

The customer experience (CX) is the perceptions your customers have of your brand. They are based on their one-off and cumulative interactions and experiences with your company throughout the buying process. Both your business products and brand representatives play a role in the perceptions customers develop about your business. This means it is extremely important […].

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Topdown

JUNE 7, 2021

The digital experience (DX) stack, which encompasses the entire digital experience framework, has become the cornerstone of how businesses communicate with their customers. So what is the place of customer communications management (CCM) in the DX platform market in 2021?

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OctopusTech

JUNE 7, 2021

Over the last few years, the stock market as well as the mutual funds market has gone through significant changes. Firms have been dealing with pressures from new rules globally and rising demand for transparency as well as lower fees from investors. Thus, it has become quite expensive for firms to drive their businesses. Moreover, the old motto of growth leading to an equal investment in the middle as well as back-office processes makes it almost impossible to derive profit margins.

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Cincom

JUNE 7, 2021

… Even If You’re Already Getting Correspondence and Documents out the Door. A question many leaders are asking their organizations today is: “Why should we even be thinking about investing in a new customer communications solution if we are already getting correspondence and documents out the door?”. The answer is, it really depends on what role the customer experience has in the overall business strategy and how much you believe documents and correspondence influence those experiences.

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Knowmax

JUNE 7, 2021

Top 5 benefits of having dynamic agent scripting in call center.

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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

Surveys

Spearline

JUNE 7, 2021

In 2020, Call Centre Helper released a whitepaper titled “What Contact Centers Are Doing Right Now” It asked hundreds of global contact center professionals and telecoms experts if they believed the uptake of speech analytics will increase during the next 5-10 years. 84.1% of those surveyed (see Fig 1.) believe that speech analytics will certainly escalate over the next decade.

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LiveVox

JUNE 7, 2021

Whether or not you realize it, artificial intelligence has become a ubiquitous part of our everyday lives. We use it to schedule appointments, send emails and protect our bank accounts from hackers. It fights fake news on social media, introduces us to products we’re likely to enjoy and even parks our cars. And yet, many […]. The post 5 AI Misconceptions, Debunked appeared first on Livevox.

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CustomerSuccessBox

JUNE 7, 2021

Acquiring your customers is just a first step in the fruitful partnership process and retaining them is the next big thing and for that matter, it becomes extremely crucial to reduce the churn for any SaaS Business. Of course, churn is inevitable, but the better we analyze and measure churn, the better we will be at reducing the churn. So, how many ways can we actually measure churn?

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CSM Magazine

JUNE 7, 2021

With the rise of new technologies, customers are becoming more aware of their options. Along the process, they are also beginning to demand more incredible experiences. Customers are now ready to express their dissatisfaction with a firm via internet evaluations, warning others about substandard service. That’s why businesses are realizing that providing excellent customer service is not enough.

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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

CustomerSuccessBox

JUNE 7, 2021

Time is crucial in these stimulating economic times. Efforts made to stop churn today could make or break your business performance for the upcoming years. You need to know what your customers want and need. Click here to know more about churn reduction . The success of your business is directly proportional to the success of your customer. If your clients succeed using your product, they’ll continue using your product, and thus, your business will succeed.

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CSM Magazine

JUNE 7, 2021

When you sell furniture you know how important your customers are. Without customers, you would not be in business, so customers must be at the heart of your business and at the center of everything you do. As a customer service manager do you truly know what makes your customers happy and what keeps them happy? For example, are you going that extra mile to ensure they are happy with their purchase or are you following up after an inquiry with a friendly sales call to check they have all the inf

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SmartKarrot

JUNE 7, 2021

Working with partners can improve your operations and provide services that are beneficial to customers. This can mean from the sales perspective to driving businesses quickly. In customer success, you can manage post-sales and improve the customer relationship. A good partner success strategy can help decrease the failure of bad alliances and help overcome challenges.

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aircall

JUNE 7, 2021

The best product or service in the world will never get off the ground without a high-performance sales team to close its deals. . Developing a team like that requires you to attract and retain top-level sales talent. That means building the best sales compensation model you can to incentivize your sales professionals. But your sales compensation plan can’t just be a fixed structure of incentives.

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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

JUNE 7, 2021

Role: Customer Success, Director Location: Bellevue, WA, US Organization: Zenoti As a Customer Success Director, you will be creating value, revenue, results, and rock-solid relationships with Zenoti customers by being a strategic, trusted business partner and advocate. Analyzing and gaining insight into the customer’s business, market, industry, and revenue model, and then driving recommendations and solutions leveraging Zenoti capabilities to deliver revenue and results.

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Accountability Enterprise Sales Best practices 10

JivoChat

JUNE 7, 2021

It’s a fact: your customers are the heart of your business. Your market is competitive, and great customers come with great expectations. You need more than a good product or service to thrive; you need to provide your customers with a great journey. Customer interaction is a crucial part of each step on the customer journey and is pivotal to your brand’s position in the marketplace.

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Uniphore

JUNE 7, 2021

Sometimes, the key to success isn’t having all the answers, but asking the right questions. One of the most hyped new trends in the contact center is agent assist software. With increased interaction complexity and the adoption of work from home processes, agents have a lot on their plates right now. An agent assist solution could make a world of difference — improving agent performance and preventing burnout.

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Russel Lolacher

JUNE 7, 2021

One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. They find it far more important to DO a platform than BE the experience their customers expect. For example, I recently tried to engage with the twitter account of the Canadian arm of an international airline. I addressed my concern to them publicly twice over two days with no response.

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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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Pointillist

JUNE 7, 2021

By Stephanie Ventura. In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand.

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Surveys Management Journey mapping Customer centricity 71

NobelBiz

JUNE 7, 2021

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphones, tablets, or computers). Internal and external communication modalities have also changed dramatically, providing a variety of instruments for exchanging information among colleagues as well as with consumers and suppliers.

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