Contact Center Pipeline
SEPTEMBER 9, 2021
Becoming an amazing team leader takes a lot of work, and it’s certainly not always easy. But, the surprising thing is it isn’t the hardest thing in the world either—especially if you learn and adopt the positive habits that top-performing team leaders consistently apply every day! Over the past 35 years, I’ve been involved with […].
Call Design
SEPTEMBER 9, 2021
There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience. If agents don’t have proper training and tools, they are not only unable to do their jobs, but may be damaging your brand. 10 ways to really kick goals and create agent success include: Create a Plan.
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Concentrix
SEPTEMBER 9, 2021
Discover the top takeaways from our Environmental Sustainability Roundtable discussion with some of the world’s top brands. The post 5 Key Factors for Driving Environmental Sustainability Success appeared first on Concentrix.
Fonolo
SEPTEMBER 9, 2021
As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.
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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.
Toister Performance Solutions
SEPTEMBER 9, 2021
Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. My wife, Sally, and I own a vacation rental cabin called The Overlook Idyllwild.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Guru
SEPTEMBER 9, 2021
When starting out at a new company, it's common for a new hire to experience a bit of culture shock. The different offices, people, processes, etc. can all be jarring. However, engineers will often be subjected to an additional type of shock during their onboarding. I call this the code culture shock.
Cyara
SEPTEMBER 9, 2021
With mental health issues on the rise, it’s important to also increase mental health awareness efforts. According to the World Health Organization (WHO), an estimated 264 million people globally are affected by depression. Meaning we likely all know someone dealing with depression or other mental health issues. That’s why Cyarans around the world were encouraged to participate in the Australian-based initiative, R U OK?
aircall
SEPTEMBER 9, 2021
We believe in the power of conversation. . Until now, that has meant focusing exclusively on voice, the communication channel that people rely on for the most urgent and sensitive support inquiries, and that allows an account executive to listen for inflection and tone during a sales call. . Nothing replaces a live, in-the-moment, back-and-forth conversation.
Liveops
SEPTEMBER 9, 2021
Over the past year, many businesses were forced to adapt to remote operations. With this new reality, security personnel across a vast number of industries were asked to step up and learn new tools and techniques to keep their clients’ sensitive data safe and secure. Thankfully, at Liveops, we were already one step ahead. Since its inception two decades ago, our security team has been keenly aware of the unique challenges that arise from a predominately remote workforce.
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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
SEPTEMBER 9, 2021
2021 is a highly digitized world. Consumers of all ages expect services and information at their fingertips. Whether it’s instant messaging, streaming or looking up random facts, users have an expectation to do what they want when they want. This expectation applies to businesses too, and has huge implications on the success of brands. In fact, companies that have higher digital maturity reported 45% revenue growth compared to 15% for lower maturity companies.
Helpware
SEPTEMBER 9, 2021
As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This is where microtasking and crowdsourcing can help.
Spearline
SEPTEMBER 9, 2021
The post Why empathetic Customer Service matters appeared first on Spearline.
Jon Arnold
SEPTEMBER 9, 2021
Everyone seems to hit the ground running after Labor Day, and I had plenty of things to push out this week, including my newsletter and podcast. Am a bit behind on getting the word out, and by now, subscribers have the latest JAA’s Communications and Collaboration Review , along with our Watch This Space podcast. Definitely a busy fall ahead, and if you want to keep track of what I’m up to, writing about, speaking about, etc., you might want to subcribe to the newsletter.
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.
Helpware
SEPTEMBER 9, 2021
Find out what business process outsourcing is and isn't. This guide will help you learn more about the benefits of BPO in optimizing your operations.
Certified Languages International
SEPTEMBER 9, 2021
Brie shows off her hops on an empty road near White Sands National Park in New Mexico. When you think of the Pacific Northwest, what comes to mind? A. Nature and outdoor activities B. Sasquatch C. Rain D. ’ 90s grunge E. A few notorious criminals F. That specific blue and green worn by PNW moms. If you ask Brie Laridon, she’s likely to choose A. She, like a lot of people who work at CLI , loves spending time outside.
TMP Direct
SEPTEMBER 9, 2021
Emails are still one of the most popular forms of communication. Think tank Statista estimates that 319.6 billion emails will be sent in 2021, a number that’s projected to exceed 376 billion per year by 2025. In 2020, the number of global email users was 4 billion, and by 2025, that number is expected to reach 4.6 billion. A 2019 survey found that over 70% of marketers believe email marketing generates ‘good’ or ‘excellent’ returns.
ThriveableBiz
SEPTEMBER 9, 2021
Every day small businesses are sending spam just because they think they have to, all for the sake of KPIs. But you can warm it up and stop your small business marketing research from being like spam. Why Should I? These days we're pulled in many different directions. With the stresses of business and family, we're just trying to keep it together. So, if you want my help, if you want to pick my brains on something that will help your business. then I need a good reason.
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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.
Helpware
SEPTEMBER 9, 2021
As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This is where microtasking and crowdsourcing can help.
CSM Magazine
SEPTEMBER 9, 2021
PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes. . In the Payment Awards 2021 , PCI Pal is shortlisted for the Payments Compliance Technology of the Year and Payment Technology Provider of the Year categories, while the judges of the Credit & Collection Technologies Awards have confirmed PCI Pal as a finalist in the Compliance &
LiveVox
SEPTEMBER 9, 2021
Are you still wondering what all the chatbot hype is about? Well, if you ever enjoyed the convenience and ease of using Siri, Google, and Alexa, then you might want to re-evaluate your position. Although these virtual assistants are not chatbots per se, they are audio chatbots, if you will. The benefits of implementing a […]. The post Meet eLVee, LiveVox’s New AI Virtual Agent appeared first on Livevox.
Unymira
SEPTEMBER 9, 2021
According to Gartner, “IT service management tools are vital for infrastructure and operations organizations to deliver business value in the services they provide.” USU recognized in the 2021 Gartner® Magic Quadrant™ for IT Service Management Tools.
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!
Certified Languages International
SEPTEMBER 9, 2021
Brie shows off her hops on an empty road near White Sands National Park in New Mexico. When you think of the Pacific Northwest, what comes to mind? A. Nature and outdoor activities B. Sasquatch C. Rain D. ’ 90s grunge E. A few notorious criminals F. That specific blue and green worn by PNW moms. If you ask Brie Laridon, she’s likely to choose A. She, like a lot of people who work at CLI , loves spending time outside.
Uniphore
SEPTEMBER 9, 2021
Artificial intelligence (AI) is a field that often attracts hyperbole and misinformation fueled by a general lack of understanding. Popular media hasn’t done much to help the public image of AI, with stories of machines capable of thinking for themselves, stealing people’s jobs and threatening humanity. In reality, AI isn’t close to having the cognitive capacity to surpass human intelligence.
Zappix
SEPTEMBER 9, 2021
Zappix, the leading On-Demand Visual Self-Service provider, has expanded its innovative digital customer service offering by integrating video call and text chat solutions from C-Zentrix into.
Brad Cleveland Blog
SEPTEMBER 9, 2021
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as steps that leaders and teams can take to make a difference for their customers. It concluded with several questions that teams can ask to help shape service that is best for their customers and their … The post Customer Service Excellence first appeared on Brad Cleveland.
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
Brad Cleveland Blog
SEPTEMBER 9, 2021
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as steps that leaders and teams can take to make a difference for their customers. It … Continue reading → The post Customer Service Excellence appeared first on Brad Cleveland.
SmartKarrot
SEPTEMBER 9, 2021
Role: Global Director, Customer Success Location: Remote, London, England, United Kingdom Organization: MessageBird As a Global Director of Customer Success, you will define the vision, values, and KPIs to achieve customer success in alignment with the sales strategy. Owning the complete customer lifecycle of onboarding, adoption, and expansion. Build, grow and lead the customer success team; help them to grow and develop to continually raise the bar of the customer experience.
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