Callminer
DECEMBER 20, 2022
From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand customers' brand experience.
ShepHyken
DECEMBER 20, 2022
The Customer’s Need for Speed . In Customer Experience, Speed Equals Caring. Shep Hyken interviews Jay Baer, customer experience and marketing expert. He shares his findings from his new study, The Time to Win , and insights on how speed impacts customer experience and revenue. Top Takeaways: Time is the only inelastic resource.
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Contact Center Pipeline
DECEMBER 20, 2022
“Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.” This definition runs on a loop for many Contact Center agents these days when listening to feedback by those who think they are coaching. Key Performance Indicators (KPIs) built around agent productivity […].
Avoxi
DECEMBER 20, 2022
What Hoteliers Need to Know About PBX and SIP Trunking It’s no secret that the success of your hotel thrives on its relationships with its guests. Achieving this in today’s digital age, however, can be challenging. Customers expect a lot from your hotel staff. For example, they want to easily modify reservations through multiple channels,… The post What Hoteliers Need to Know About PBX and SIP Trunking appeared first on AVOXI.
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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.
The Petrova Experience
DECEMBER 20, 2022
Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate. In fact, a well-crafted, consistently deployed CX strategy built to address customer personas, needs, and wants, and to anticipate market changes and opportunities, contributes to customer experience as a competitive advantage.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Upstream Works
DECEMBER 20, 2022
Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them.
AWS Machine Learning
DECEMBER 20, 2022
The IMDb and Box Office Mojo Movies/TV/OTT licensable data package provides a wide range of entertainment metadata, including over 1 billion user ratings; credits for more than 11 million cast and crew members; 9 million movie, TV, and entertainment titles; and global box office reporting data from more than 60 countries. Many AWS media and entertainment customers license IMDb data through AWS Data Exchange to improve content discovery and increase customer engagement and retention.
Quiq
DECEMBER 20, 2022
Do you have a customer referral program yet? If you don’t, you’re missing out. Long before the internet, before the rise of Madison Ave and ad men, and even the printing press, there was word of mouth. While we keep coming up with new and unique ways to sell products and services, we’ll never be able to beat organic word-of-mouth marketing. But we can incentivize it.
Helpware
DECEMBER 20, 2022
Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs.
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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
JivoChat
DECEMBER 20, 2022
Do you know Google Ads Editor? If you are investing on promoting a brand through Google Ads campaigns, the editor is a very useful tool. It allows you to download the ads you have created and work on them offline. . You can make the changes you need on multiple ads, and upload them to Google Ads. Advertising on Google can help you increase traffic on your website, gain leads, and sell more.
CSM Magazine
DECEMBER 20, 2022
Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. From the ease of making deposits to the swiftness of payouts, online gambling sites have continuously worked to improve the user experience for their customers. In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses.
ConvergeOne
DECEMBER 20, 2022
Digital infrastructure contributions to business outcomes. Resiliency readiness. Consistent and prescriptive governance. Improving autonomous operations and prioritizing automation. Ubiquitous deployment of cloud-native platforms and services. IDC says the level of maturity an organization has reached with regard to infrastructure resiliency can be based on its standing across each of these attributes, all of which are measurable.
Cyara
DECEMBER 20, 2022
This article has been co-authored by Shalima Bhalla, Global Lead, Partner Development, AWS and Andriy Zakharchenko, Technical Partner Manager in Sales, Cyara.
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.
Jon Arnold
DECEMBER 20, 2022
Last week, I was a guest analyst on UK-based Big CX News , hosted by Charlie Mitchell. He had a full panel of thought leaders, and it was fun sharing all of our perspectives on some recent big news items. Hope to do it again soon, and hope you check it out - here’s the link.
Tethr
DECEMBER 20, 2022
How do you analyze your chat conversations? Find out how efficiently your agents resolve customer issues with an interaction switch score.
Injixo
DECEMBER 20, 2022
In part 1 of our gig contact center series , we explored the pros and cons of the gig economy from the perspective of the gig worker and the call center. In part 2, we’re going to look at how workforce management (WFM) optimizes gig customer service for the benefit of the customer, the agents, and the business's bottom line. How to plan for gig agents.
Nicereply
DECEMBER 20, 2022
“The best way to avoid customer churn is to know your customers.”. Welcome to the last episode of this year’s Content Pie! In this post, we will look at the topic of customer churn. What is customer churn? Customer churn, also known as customer attrition , occurs when customers stop doing business with a company. Churn can happen for a variety of reasons, such as: poor customer service, high prices, poor product improvement.
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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.
Injixo
DECEMBER 20, 2022
For decades, entertainers such as musicians and comedians have used the word “gig” to describe the one-off appearances they make in return for a fee. In recent years, the gig concept has been enlarged to include all work performed on-demand by self-employed individuals. When you think of gig workers, you picture mainly mobile workers such as delivery drivers.
CSM Magazine
DECEMBER 20, 2022
When it comes to keeping your staff happy, one of the most important areas of consideration is the workspace you provide. The customer service staff need to be given the right working conditions. With that in mind, the COVID pandemic has opened the eyes of many staff who do not need to work from an office. While customer service tends to feel more suited to working within an office, there is a considerable rise in the number of staff working from home or remotely.
Vistio
DECEMBER 20, 2022
Watch to the full podcast here: . Or click here to just listen to the audio. . Back in front of the mic today to talk about agent satisfaction and how to effectively compensate and motivate our most important assets. [ 6:58 – 8:45 ] The polls are in and here’s what agents really want: more respect from leadership, more respect from customers, more satisfaction from their work, better pay, proper training so they feel like they’ve actually been taught how to do the
Injixo
DECEMBER 20, 2022
In part 1 of our gig contact center series , we explored the pros and cons of the gig economy from the perspective of the gig worker and the call center. In part 2, we’re going to look at how workforce management (WFM) optimizes gig customer service for the benefit of the customer, the agents, and the business's bottom line. How to plan for gig agents.
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!
Spearline
DECEMBER 20, 2022
Over the past year, Spearline has achieved some incredible milestones. We’ve launched new products and services, expanded our reach to new markets, and continued to grow and strengthen our team. We acquired Callstats. What does that mean for the future of WebRTC monitoring? We’ve acquired Callstats – and its proprietary WebRTC testing after acquiring testRTC a year ago – cementing our position as the leading market vendor in WebRTC testing and monitoring.
Injixo
DECEMBER 20, 2022
For decades, entertainers such as musicians and comedians have used the word “gig” to describe the one-off appearances they make in return for a fee. In recent years, the gig concept has been enlarged to include all work performed on-demand by self-employed individuals. When you think of gig workers, you picture mainly mobile workers such as delivery drivers.
AnswerConnect
DECEMBER 20, 2022
To close out 2022, AnswerConnect donated to Future Woodlands Scotland to support its mission to plant and preserve native woodlands in Scotland. The post Future Woodlands Scotland: AnswerConnect’s December Giving Back partner. appeared first on AnswerConnect Blog.
NobelBiz
DECEMBER 20, 2022
Call centers have grown considerably in recent years and will continue to expand through 2023. While most traditional contact center technologies will continue to be used, many will be replaced by chatbots, cloud technologies, AI, remote work, and other technologies that will allow organizations to improve the customer experience while saving money.
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
LiveVox
DECEMBER 20, 2022
Creating a superior digital customer experience is how businesses from any industry ensure that their customers stay loyal to a brand. In an average retail store twenty years ago, this could have looked like friendly, confident sales associates, sparkling clean restrooms, and maybe even complimentary coffee. Now, the definition of a superior customer experience is […].
Anexa BPO
DECEMBER 20, 2022
As the business landscape becomes increasingly complex and competitive, companies are starting to realize that traditional customer experience (CX) strategies are no longer sufficient for driving business success. This has led to a shift towards a more holistic approach known as Business of Experience (BX). While CX focuses on the interactions customers have with a company, including the product or service itself and various touchpoints like websites and customer service, BX takes a broader view
SmartKarrot
DECEMBER 20, 2022
Role: Head of Customer Success Location: Remote, United States Organization: Givelify As a Head of Customer Success, you will collaborate cross-functionally with Marketing, Revenue Operations, and Data Science/Analytics teams to own, develop, and execute strategies to increase customer retention and lifetime value at scale. Develop a digitally-led, low-touch customer communication/engagement strategy through the customer lifecycle – including onboarding and launch.
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