Infinity

FEBRUARY 4, 2022

After what’s been an incredibly tough few years, it appears that blue skies are finally poking through the clouds that have been looming over the travel industry. Just one month into the year and our call data is showing that more would-be holidaymakers are reaching for their handsets – with calls up 123% in early January. The introduction of the Green List and the easing of travel restrictions set call volumes on a steady upward trajectory, which steepened dramatically with the arrival of the n

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ShepHyken

FEBRUARY 4, 2022

This week we feature an article by Sowmya Juttukonda, content developer & digital media strategist at Knowmax , a knowledge management system to enhance customer service. She shares the advantages of a single source of truth for customer service. A single source of truth organizes information models and related data schema so that each data element can be altered or mastered in a single location.?

Customer Service 173

Customer Service Government Marketing Enterprise 173

Avoxi

FEBRUARY 4, 2022

Best Ways to Troubleshoot & Improve VoIP Call Quality Learn how VoIP call quality is measured, troubleshooted, and easily improved. In addition, explore voice quality monitoring tools like Call Insights and try them for free! The pressure to exceed customer expectations is on for enterprises. Nearly 58% of consumers will end ties with a brand… The post Troubleshoot & Improve VoIP Quality with Call Insights appeared first on AVOXI.

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voip Enterprise Contact Center 118

Help Scout

FEBRUARY 4, 2022

Every support person needs to know how to deal with difficult customers. Read about different types of difficult customers and the best ways to help them.

Personalization 120

Personalization 120

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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.

Avoxi

FEBRUARY 4, 2022

Power Your Voice Quality & Improve the Customer Experience with Call Insights Dashboard Call insights helps businesses monitor the quality of every call to ensure they remain well-connected to their customers worldwide. Learn how to instantly improve the call quality experience for your business with AVOXI's newest dashboard! The pressure to exceed customer expectations is… The post Power Your Voice Quality & Improve the Customer Experience with Call Insights Dashboard appeared

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Customer Experience Contact Center 118

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? Engaging your investors starts by understanding what they care about.

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Metrics Consulting Consulting Best practices 98

VirtualPBX

FEBRUARY 4, 2022

It’s here! The recording for our new webinar series, VirtualPBX Features Showcase: Getting Started with Zapier Integrations, is available now for your playback. This webinar is the first in a line of episodes that will discuss VoIP basics, how-to’s, and best practices. They will also include demos of new features and updates, giving you a closer peek behind the curtains and inside the minds of the VirtualPBX teams.

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voip Engineering Best practices Call Center 98

Help Scout

FEBRUARY 4, 2022

If you’re looking for a better option than Intercom for your business, we’ve got you covered. Take a look at these 13 Intercom alternatives.

Customer Support 102

Customer Support 102

Concentrix

FEBRUARY 4, 2022

Learn how the threat of online dis/misinformation starts with a risk to online safety, but can quickly escalate to social activism. The post Understanding the Rising Threat of Online Disinformation appeared first on Concentrix.

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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

Help Scout

FEBRUARY 4, 2022

Discover the top help desk features, learn how to evaluate them, and determine which are most valuable and necessary for your team.

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Avoxi

FEBRUARY 4, 2022

BYOC & BYOD: Cloud Trends Fueling Your Contact Center BYOC and BYOD are two trends transforming the contact center industry, especially when it comes to remote employees. Learn why these policies are being rapidly deployed, and how they can benefit your contact center teams working from home. Companies are leaning into “BYO” policies to support… The post BYOC & BYOD: Cloud Trends Fueling Your Contact Center appeared first on AVOXI.

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Contact Center 62

Interactions

FEBRUARY 4, 2022

Technology has come a long way. Do you remember the days of car phones? Or when texting was done by using numbers on a keyboard instead of letters? Or what about having to carry an entire binder of CD’s just to have a diverse choice of music in the car? . It’s wild to think that now we have more advanced technology to do all those things (and more) on a device that can fit in our pocket. .

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Contact Center Technology Management 62

CSM Practice

FEBRUARY 4, 2022

It is no secret that technology is changing almost every aspect of our lives, from travel, to our health, to how we experience things. Now it is influencing the way we communicate with companies. The Customer Success industry is changing because of computer science trends like AI, machine learning , and augmented reality. We have compiled some of the most relevant tech trends affecting the Customer Success industry, specifically tech trends that will help Customer Success Managers and professio

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Technology Chatbots Advertising Marketing 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

LiveVox

FEBRUARY 4, 2022

A PBX, or Private Branch Exchange, is one of the most common phone system setups that small businesses rely on. It allows employees to make, receive, and transfer calls outside of the building and amongst each other using different extensions. Many of the benefits that a PBX provides a company vary by the type of setup a business owner chooses. The cost is also determined by the type of setup.

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Arbeit

FEBRUARY 4, 2022

No matter what your budget is, and even if you are the only person on your team who cares about it, you can start marketing your agency and take ownership over your online presence. The post How To Start Marketing Your Debt Collection Agency (Even If You Have Never Done It Before) appeared first on Arbeit -.

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Marketing Personalization 52

LiveVox

FEBRUARY 4, 2022

A PBX, or Private Branch Exchange, is one of the most common phone system setups that small businesses rely on. It allows employees to make, receive, and transfer calls outside of the building and amongst each other using different extensions. Many of the benefits that a PBX provides a company vary by the type of setup a business owner chooses. The cost is also determined by the type of setup.

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Unymira

FEBRUARY 4, 2022

The term "Cloud Native" doesn't have a standardized definition. In general, this describes a software development approach for cloud applications. Some important aspects are therefore highlighted and interpreted in more detail below.

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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

LiveVox

FEBRUARY 4, 2022

An IVR payment system allows companies to offer customers an alternative way to make a payment, especially when they may not feel comfortable giving their credit card or bank information to an agent over the phone. Despite this extra layer of security, many consumers are still hesitant to divulge their financial information over the phone using IVR.

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Interactive Voice Response Banking 52

CSM Magazine

FEBRUARY 4, 2022

Chatbots and virtual assistants are at the epicenter of the customer service revolution. So, what has caused the rapid takeover of chatbots? Aaron Schliem , Director of AI Enablement for Welocalize, explains. Expectations have shifted. Brands need to demonstrate their value and support across the whole buyer journey, focusing more on the experience than the sale.

Customer Experience 52

Customer Experience Chatbots Call Center Virtual Agent 52

Provide Support

FEBRUARY 4, 2022

The post Predictions for Customer Service Trends in 2022 appeared first on Provide Support Blog.

Customer Service 74

Customer Service 74

McorpCX

FEBRUARY 4, 2022

Get ready for 2022 with some Customer Experience insights. We've nearly reached the end of another topsy-turvy year, both in terms of the pandemic and in the world of Customer Experience. This means that, as with most things these days, the near future will probably be different from our recent past. And while we can't predict what that will look like, we can hypothesize.

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Customer Experience Customer emotions Management 45

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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SmartKarrot

FEBRUARY 4, 2022

Role: Customer Success Director Location: Austin, TX, US Organization: data.world As a Customer Success Director, you will establish a trusted/strategic advisor relationship with each assigned client and drive continued value and adoption of the products and services, ensuring retention. Work with clients to establish critical goals or other key performance indicators; then aid the client in achieving their desired outcomes.

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Enterprise Accountability Upselling Coaching 19

SmartKarrot

FEBRUARY 4, 2022

For a business to be successful, it needs to focus on the success of the customer, i.e., the product or service delivered by the business should at least one of their problems or needs. As easy as it may sound, the task of ensuring that customers’ expectations are met, and the customers can maximize the value of the product is not easy! It requires a professional to be completely dedicated for this sole purpose.

SaaS 10

SaaS Management Upselling Advertising 10

SmartKarrot

FEBRUARY 4, 2022

SaaS – Software-as-a-Service – is an umbrella term referring to a range of technologies and tools that facilitate the processing, storage, and management of big data using remote servers. The recent years have witnessed how SaaS products and companies have changed the way organizations operate online. Nowadays, it’s almost impossible to find a company that does not use SaaS to further its business.

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