Dialer 360

SEPTEMBER 14, 2022

For call center optimization you need to think about improving your customer experience. While providing outstanding customer service should always be the aim of a call center, it shouldn’t be your primary objective. It’s wonderful if your agents treat customers with respect. But it’s insufficient. Customers expect an excellent phone experience however, they prioritize quick and simple call resolutions, to begin with.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s

Customer Service 263

Customer Service Education Customer Experience Personalization 263

CCNG

SEPTEMBER 14, 2022

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums. Since I also consume a lot of content I have built up a list of things I was willing to give my time to freely to try and help others. I have spoken at trade shows and events, done videos, written articles and been on countless webinars.

Contact Center 195

Contact Center Feedback Marketing Technology 195

VirtualPBX

SEPTEMBER 14, 2022

If you are looking to switch to an internet-based phone system, understanding the key differences between Voip vs SIP Trunking will allow you to pick the best communication solution for your business. The best place to start is to determine whether your business will utilize a voice-only service or if you need a more robust communications solution. While SIP Trunking and VoIP have some similarities, they are not the same.

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voip Wireless Call flow Technology 98

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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.

Quality Contact Solutions

SEPTEMBER 14, 2022

After countless hours of planning, preparation, and implementation, you finally have the new telemarketing program kicked off. It seems to be running smoothly and more importantly, client goals and expectations are being met. You have a great operations team in place to keep a close eye on KPIs and make adjustments as needed to continue to reach and exceed client goals.

Telemarketing 98

Telemarketing Wireless Morale Scripts 98

Playvox

SEPTEMBER 14, 2022

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety of platforms with customers before, during, and after a sale — is creating even more data to analyze and track.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Concentrix

SEPTEMBER 14, 2022

Find out best practices for developing a winning customer data strategy in this episode of Born Digital, featuring Adobe and CX thought leaders. The post Born Digital: A Winning Customer Data Strategy appeared first on Concentrix.

Best practices 62

Best practices 62

Nuance

SEPTEMBER 14, 2022

Earlier in the series, we focused on how AI helps alleviate some of the biggest causes of radiologist burnout by automating mundane tasks and surfacing hidden or hard-to-find information. In this article, we turn our attention to how AI-powered solutions can help ensure we capture and deliver the critical information needed to support personalized care [.].

Personalization 64

Personalization Healthcare 64

Concentrix

SEPTEMBER 14, 2022

Find out best practices for developing a winning customer data strategy in this episode of Born Digital, featuring Adobe and CX thought leaders. The post Born Digital: A Winning Customer Data Strategy appeared first on Concentrix.

Best practices 62

Best practices 62

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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

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Quiq

SEPTEMBER 14, 2022

The worst part of customer service? Dealing with angry customers. It’s hands-down the most stressful, uncomfortable part of the job. But it can also make the biggest difference to your business—when you do it right. Continue reading to see how to handle angry customers. Why respond to angry customers at all? Many of us were taught to turn the other cheek as children.

Airlines 52

Airlines Wireless Surveys Feedback 52

LiveVox

SEPTEMBER 14, 2022

Most marketers will tell you that one of their biggest struggles is getting customers to respond to their sms marketing platform. The post What is the Best SMS Marketing Platform for Generating Inbound Leads? appeared first on LiveVox.

Marketing 52

Marketing 52

Arbeit

SEPTEMBER 14, 2022

Dispute resolution in debt collection is one of those unglamorous topics that, as John Bedard puts it, is “so important to get right.” With a simple online search, consumers can uncover easily misleading information about how to use dispute resolution practices to avoid or manipulate repayment. Agencies should be prepared to receive, process and quickly determine the right course of action for any dispute they receive.

Best practices 52

Best practices voip Education Marketing 52

Provana

SEPTEMBER 14, 2022

Not long ago, many collection businesses believed that call recording solutions had very little to do with bolstering their bottom line. However, this narrow worldview changed with time. Today, industry leaders recognize call recording platforms’ importance in improving their business operations and collection yield.

Analytics 52

Analytics Call Center Customer Service Customer Experience 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

Comm100

SEPTEMBER 14, 2022

It’s a time of change in higher education. Since the beginning of the pandemic, undergraduate enrollment has dropped by 9.4% across the United States. With a smaller pool of students to draw from, many colleges and universities are struggling to engage with and attract students to their school. Record low acceptance rates at Ivy League universities indicate that top schools are seeing increased applicants, but clearly this trend isn’t shared across the board.

Education 52

Education Chatbots Surveys Personalization 52

Voiptime

SEPTEMBER 14, 2022

Permanent improvement of all performance issues is one of the significant business goals. A call center is a system whose primary purpose is to provide customer service and customer satisfaction, and both of these rates predominantly depend on the agent's performance. Contact center managers have their objective to assist operators in improving their soft skills, hard skills, product knowledge, and other essential abilities.

Coaching 40

Coaching Call Center Contact Center Management 40

Concentrix

SEPTEMBER 14, 2022

The post Born Digital: A Winning Customer Data Strategy Video appeared first on Concentrix.

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SmartKarrot

SEPTEMBER 14, 2022

SaaS products are expensive! And this is a key reason why their sales can be so difficult. But SaaS companies across the globe advertise offers and price discounts to draw the attention of customers and push sales. There is no doubt about the fact that SaaS products are expensive. This could be credited to the high value they offer, the high production costs, or even the investment of resources.

SaaS 10

SaaS Best practices B2B Sales 10

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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

Comm100

SEPTEMBER 14, 2022

Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. From live chat and chatbots to social media and SMS, Comm100 Omnichannel integrates every key channel into one platform so customers can connect how they want, and companies can deliver efficient, cost-effective support.

Chatbots 72

Chatbots Accountability Service level Surveys 72

AWS Machine Learning

SEPTEMBER 14, 2022

Amazon Lex is a service for building conversational interfaces using voice and text. Amazon Lex provides high-quality speech recognition and language understanding capabilities. With Amazon Lex, you can add sophisticated, natural language bots to new and existing applications. Amazon Lex reduces multi-platform development efforts, allowing you to easily publish your speech or text chatbots to mobile devices and multiple chat services, like Facebook Messenger, Slack, Kik, or Twilio SMS.

Interactive Voice Response 69

Interactive Voice Response Chatbots Contact Center APIs 69

SmartKarrot

SEPTEMBER 14, 2022

Role: Director of Client Success Location: Pasadena, TX, US Organization: Pinnacle As a Director of Client Success, you will set the overall vision and strategic plan for the Client Success department, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.

Engineering 3

Engineering Best practices Upselling Coaching 3