Contact Center Pipeline
DECEMBER 14, 2021
2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to almost every level’s work routines, no role has transformed as much as that of the frontline supervisor. Network and technology glitches aside, contact center agents can perform the majority of their tasks as well at home […].
ShepHyken
DECEMBER 14, 2021
We Are All Customers. What Customers Expect from CX Practitioners. Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaways: Here is something brands and even CX practitioners often forget – customers just want to get things done.
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Transparent BPO
DECEMBER 14, 2021
Transparent BPO core value comes alive with selfless acts By Rob Johnson, Senior Vice President of Belize Operations, Transparent BPO My colleagues in Belize know how to breathe life into our core values. Far too often, we read corporate statements that look great on a well-designed website accompanied by wonderful images. But rarely do these […].
Spearline
DECEMBER 14, 2021
The use of WebRTC is growing at a phenomenal pace and development of WebRTC based products and applications is at an all time high. In this blog we explore the importance and benefits of WebRTC test automation during the R&D phase of a product life cycle. Every organization developing a WebRTC based application should have testing in place as part of their product development roadmap.
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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
DECEMBER 14, 2021
Adapting customer service coverage during peak or holiday season fluctuations is challenging to maintain. If you have a strategy in place, it’s easier to scale and manage those high traffic needs, especially if you have product issues which require hands-on customer care, holiday spikes, or even staff turnover. Supporting your service teams during periods of […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Help Scout
DECEMBER 14, 2021
When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.
ConvergeOne
DECEMBER 14, 2021
Alliance Residential Company, one of the largest multifamily housing real estate developers in the United States, needed to rebuild many of its internal corporate support departments, including the IT department, after its sale of its management division. Sherida Colvin, Senior VP of Associate Engagement/In-House Counsel at Alliance Residential Company, knew that establishing a strong infrastructure would provide the company with the foundation it needed to succeed.
ClientSuccess
DECEMBER 14, 2021
Often, CSMs get into the customer success space because they like the excitement of working with customers or the challenge of helping users through their day-to-day problems. One area in the customer success lifecycle where some CSMs tend to get nervous is renewal conversations. This makes sense because, after all, CSMs are not in sales for a reason.
Totango
DECEMBER 14, 2021
The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers. You can use a number of methods to promote customer loyalty during the holiday season.
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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
Avoxi
DECEMBER 14, 2021
31 Must-Know VoIP Statistics for 2022 A whole lot of change is happening in the VoIP space. Is your business prepared heading into the new year? We've pulled together some of the industry's most compelling statistics, VoIP use-cases, voice and cloud data, and future expectations to get your customer experience strategy ready for 2022. With… The post 31 Must-Know VoIP Statistics for 2022 appeared first on AVOXI.
CustomerServ
DECEMBER 14, 2021
We initially thought that 2020 was “the” year for change and seismic shifts in the BPO industry — and it was. However, we didn’t know that 2021 would bring even bigger changes and reverberations to the BPO landscape.
CSM Magazine
DECEMBER 14, 2021
The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . For brands and businesses seeking to navigate rising customer expectations over the past year, an interesting paradox has emerged: consumers now seek the gold-plated speed and convenience of the e-commerce world but they aren’t willing to sacrifice the h
NobelBiz
DECEMBER 14, 2021
A phone call should only be made once in a perfect contact center world. Both agents and customers would take note of all the crucial information communicated during a discussion – deadlines, expenses, follow-up activities, and so on – and reply appropriately to all of the other party’s expectations. – In an ideal world, both agents and customers would take note of all the critical information communicated over the phone – timeframes, fees, follow-up activities, and so on – and respond appropria
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.
Certified Languages International
DECEMBER 14, 2021
Even though we’re an interpretation company, we don’t know everything about the industry. Or the people who make the industry happen in the first place: interpreters. Which is OK by us, because we love learning. And it just so happens that we have many, many talented, professional interpreters surrounding us who are willing to help us out by answering our most pressing questions.
JivoChat
DECEMBER 14, 2021
When a customer buys a product, does the buyer’s journey end there? Certainly, no. If you want to nourish their loyalty, sending a thank you for your order email is an important next step to show your gratitude and appreciation, beyond confirming the purchase. . But, how to write one? It’s essential to pay attention to the details, make it aligned with your brand’s visual identity and tone of speech, and personalize the email.
Certified Languages International
DECEMBER 14, 2021
Source: Eye for Ebony on Unsplash. Even though we’re an interpretation company, we don’t know everything about the industry. Or the people who make the industry happen in the first place: interpreters. Which is OK by us, because we love learning. And it just so happens that we have many, many talented, professional interpreters surrounding us who are willing to help us out by answering our most pressing questions.
JivoChat
DECEMBER 14, 2021
Instagram may have been created as a social media to share photos, but since its foundation, in 2010, many things have changed. Instagram trends show that video content is on the rise, and so is the option to buy directly from the platform. The several features offered by the app nowadays provide a huge amount of possibilities. When we talk about digital marketing strategies, companies need to invest in having an updated profile, with valuable content on Instagram, since it has become one of the
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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.
Certified Languages International
DECEMBER 14, 2021
Source: Eye for Ebony on Unsplash. Even though we’re an interpretation company, we don’t know everything about the industry. Or the people who make the industry happen in the first place: interpreters. Which is OK by us, because we love learning. And it just so happens that we have many, many talented, professional interpreters surrounding us who are willing to help us out by answering our most pressing questions.
Quadient
DECEMBER 14, 2021
What fast-paced digital evolution means for customer experience transformation. Andrea Haughton. Tue, 12/14/2021 - 20:25. Reduce cost-to-serve and churn: improve your CX. Changes to consumer behavior because of COVID have accelerated the propensity for consumers to switch to digital communication channels. But just facilitating the switch to digital isn’t enough to ensure a successful customer experience (CX).
Influitive
DECEMBER 14, 2021
Just how valuable and in-demand are customer communities to today’s B2B businesses? According to Gartner, “online communities have become integral — not optional — especially for solutions that rely on subscription-based revenue,” and they anticipate “the expansion of communities in B2B, and the associated use cases, to continue from 2021 through 2025.
Uniphore
DECEMBER 14, 2021
Learn how to optimize outsourced customer service. operations with next-generation conversational AI. Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation. But just what does that mean—and how can outsourced service providers ensure their digital initiatives are making the right kind of impact?
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
DECEMBER 14, 2021
When we think about the perfect vacation, we have lots of options. Many of us pick an all-inclusive resort where we will have access to everything we need to relax, along with great service. These resorts cover our food, beverages, entertainment, and excursions throughout our stay. A resort vacation can look like spending all day by the pool, getting a deep muscle massage, going on a long hike, or dancing away the night.
Working Solutions
DECEMBER 14, 2021
It’s hard to believe we are heading into a second holiday season during a worldwide pandemic, but here we are. If you are wondering how to prepare and guide your business through another end-of-year retail cycle, you are not alone. Last year’s shopping habits and behaviors were unpredictable, given the unprecedented events happening globally. Fluctuations […].
CSM Magazine
DECEMBER 14, 2021
The job of a business manager is to ensure that the day-to-day management operations are carried out effortlessly and as scheduled. The competition in the field is fierce. So, before you apply for a job in your dream company as a business manager, you need to craft your business manager resume and collect proof of your qualifications and experience.
Creative Virtual
DECEMBER 14, 2021
By Mandy Reed, Global Head of Marketing. A couple months ago I had a question about an online order I had placed several days earlier. After searching through the information on the website in an attempt to self-serve with no success, I started a live chat session. I was connected to a live chat agent relatively quickly, but then spent over 30 minutes in a chat that felt like it was lasting forever and, in the end, delivered no real resolution to my question.
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
Playvox
DECEMBER 14, 2021
At Playvox, customers are at the center of all we do. We know how important it is that our customers delight their customers with every interaction in contact centers around the world. That’s why we work to build the best workforce engagement management (WEM) software on the market. From quality management to workforce management , we strive to deliver the full suite of solutions you need to bring WEM into the digital era.
TCN
DECEMBER 14, 2021
Consumers are in a state of constant communication, while the communication channel is in a. The post Omnichannel Communication Creates Continuous Opportunities appeared first on TCN.
CustomerSuccessBox
DECEMBER 14, 2021
Customer Success(CS) is the most efficient way to grow your MRR/ARR. Many modern SaaS companies grow exponentially as a result of efficient CS initiatives. Yet, Customer Success is looked upon as a ‘ cost center ’. If you’re starting out, set up the CS team as a profit center (a profit-making business that brings back revenues more than it costs). Operate the CS team as a business, and think ‘out of the box.
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