Fonolo
MAY 13, 2021
Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. But achieving a strong ROI is easier said than done. The ROI of Call-Backs for Your Call Center.
CX Global Media
MAY 13, 2021
Prototyping Customer Experiences with Stories – CX Quick Tips on CX Global Media TV with Mike Wittenstein Prototyping Customer Experiences with Stories in 10-minutes or. Read more. The post Prototyping Customer Experiences with Stories appeared first on Customer Experience Strategy and Tactics.
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Contact Center Pipeline
MAY 13, 2021
In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries. AI has gotten good at doing many jobs that we previously thought only humans could handle: “diagnosing disease, translating languages and providing customer service—and it’s improving fast,” they asserted. Indeed.
CX Global Media
MAY 13, 2021
Customer Service Must-have Skills [25 Skills] These 25 skills are the basic customer service must-have skills that you should have in order to excel in the customer service industry. Customer service professions are one of the most difficult professions in the world. This is because the jobs revolve around dealing with people and human beings. The post Customer Service Must-have Skills [25 Skills] appeared first on Top Customer Service and Experience Insights.
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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.
GetFeedback
MAY 13, 2021
How CX leaders embark on the journey of asking, listening, and acting on customer insights.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Quality Contact Solutions
MAY 13, 2021
The pandemic undoubtedly disrupted the healthcare sector as it did for most industries. Providers, patients, and sales teams alike had to adapt quickly. In-office appointments for sales reps came to a halt, as did most travel within their territories. Telehealth appointments for patients skyrocketed, and we saw enhanced safety measures for in-office appointments.
PeopleMetrics
MAY 13, 2021
Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters.
Integrity Solutions
MAY 13, 2021
Just about everything in our world is changing, but there are still some fundamentals that remain constant. Now more than ever, the traits of a great salesperson come down to selling principles and behaviors rooted in ethics and integrity. What are the traits of a great salesperson in 2021? Many sales leaders are grappling with this question as they navigate today’s rapidly evolving selling landscape.
Toister Performance Solutions
MAY 13, 2021
Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Each faced multiple risks and worries. Long wait times increased complaints. Irritated customers were at risk of leaving. Overwhelmed contact center agents were at risk of quitting. Staffing alone isn't the solution. It's hard to find and train qualified agents fast enough.
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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
Interactions
MAY 13, 2021
Everyone texts… but why aren’t brands? Technology is such an integral part of our daily lives. We’re all hyper-connected to our mobile phones and email inboxes, so much so that doctors have coined the term ‘text neck’ due to long periods of time where we’re hunched over, peaking at our technology. With all of these technology advancements, customer experience hasn’t changed dramatically.
Guru
MAY 13, 2021
Diverse teams perform better. That’s not an opinion; it’s a fact —and it’s one that we at Guru have focused on for years. As we started to see our headcount grow quickly in the aftermath of our Series A round, we realized it wasn’t just enough to hope for a more diverse company. We had to create an intentional and deliberate strategy to ensure we were actively building one.
BlueOcean
MAY 13, 2021
Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Read on to discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.).
Help Scout
MAY 13, 2021
Ensuring a positive experience in a B2B relationship delivers improved engagement and, ultimately, a better financial result. So if you’re responsible for a B2B relationship and you’re not already considering B2B customer experience, it’s time to get on board. When getting started, however, many folks are overwhelmed with the idea of creating an experience approach between businesses.
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.
TCN
MAY 13, 2021
Digital communications have changed drastically over the past few decades, and it has shaped how. The post The Pros and Cons of Having A Virtual Call Center appeared first on TCN.
pindrop
MAY 13, 2021
Microsoft’s entry into voice biometrics with the acquisition of Nuance seems to support our ongoing position that voice is the future for both business and consumer applications. Although Microsoft’s vision is to materially expand in the healthcare vertical, Pindrop continues to focus across verticals that are serviced by contact centers as well as connected devices by offering a robust authentication and protection portfolio with voice biometrics, and AI at the core.
Edify
MAY 13, 2021
May 13, 2021—Santa Monica, CA —Edify Labs ( edify.cx ), the customer experience software company that makes business communications feel more like personal ones, announced the appointment of Neil Hobbs as the company’s new General Counsel. In this role, Hobbs will serve as the company’s advisor on all legal matters.
Certified Languages International
MAY 13, 2021
Source: CDC from Unsplash. While vaccination rates have been trending positively — demand outweighing supply — that pendulum is beginning to swing in the other direction. Washington State , for example, recently started turning down doses from the federal government. Iowa, Wisconsin, and Kansas have adopted similar practices. It’s not unexpected; vaccine manufacturers continue to ramp up output while the people who were eager and able to get vaccinated have done so.
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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.
Call Experts
MAY 13, 2021
You need to know the top seventeen HVAC resources for technicians and home service professionals. To stay up-to-date with the trends and industry, technicians must always try to be more innovative and more efficient. . This article will dive into some of the key trends in the home services and heating and cooling industry to help you understand why it is essential to stay up-to-date with the HVAC industry.
SoliCall
MAY 13, 2021
An emerging technology for call center is the usage of voicebots. The main purpose of introducing bots is to reduce the load from the call center agents. Voicebots are usually the first to receive the telephone call from the customer, provide initial assistance and if required route the call to the best human agent group based on their skills. The bots are analyzing the speech of the customer in order to understand the customer’s request.
CSM Magazine
MAY 13, 2021
When traveling abroad for business, there are several things you need to remember when planning; getting your itinerary together and ensuring you have enough time to manage all your business obligations. However, just like when planning a lengthy vacation, it’s easy to overlook some of the most important details and focus only on packing clothing that is appropriate for the expected weather conditions and other such essentials that seem to stand as priorities.
ViiBE Blog
MAY 13, 2021
Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center.
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
MAY 13, 2021
When you are ready to get started with your business-to-business payment processing account, there are steps that you need to take. Before you begin, make sure that you are aware of the types of transactions you’ll mostly be dealing with. You may have one-time purchases, repeat purchases, large batches, or small purchases. Because of this, you will require an entirely different approach for the types of transactions you expect to encounter more often in your business sales.
LiveVox
MAY 13, 2021
The post On-Demand Webinar: Transforming the Contact Center Customer Experience Through An Empowered Agent Experience appeared first on Livevox.
CSM Magazine
MAY 13, 2021
PCI Pal , the global provider of cloud-based secure payment solutions, is delighted to have supported UK-based retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry Data Security Standards (PCI DSS). Working via PCI Pal’s partner 8×8 as part of a major project to replace legacy communications systems, Halfords has implemented the cloud-based 8×8 SecurePay solution, powere
Zappix
MAY 13, 2021
Reducing friction in the customer service journey plays a critical role in achieving the level of CX today’s consumers demand. According to Shep Hyken and Forbes, 96% of customers will stop doing business with a company because of bad customer service. Reducing friction and delivering excellent customer service.
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
CSM Magazine
MAY 13, 2021
It is widely accepted that the success of a business depends on the customer experience. If a company provides great customer service, people are much more likely to remember the experience and use that same business again. For these reasons, creating a memorable customer service experience from the start is essential. In most cases, the first step is putting a system in place that allows your technology and employees to function to a high level.
Knowmax
MAY 13, 2021
4 tips to improve agent scripting in BPOs.
Influitive
MAY 13, 2021
Two months ago we proudly launched Lenses, a highly-requested and powerful new feature allowing program managers to see their Influitive hub through the eyes of their members. Since launch, over 600 lenses have been created to preview different customer journeys and flows and test without fear of impacting a user’s live experience or leaving an […].
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