Thu.Jan 13, 2022

Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience

Contact Center Pipeline

Earlier this year, Boston University published an essay collection entitled, “What if Real Change—for a Better World—Came from the Pandemic?” It’s a bold question and one that, if we’re honest, should feel uncomfortable.

My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

Beyond Philosophy

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. .

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Life at Uniphore: Meet Andrew Dahlkemper, Chief People Officer

Uniphore

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

ChurnZero’s 10 Customer Success Leaders to Watch in 2022

ChurnZero

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?

Comm100

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line.

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How to Run a Call Center: What Should Agent Desktops Have?

LiveVox

If you want call center customer service that distinguishes you from your competitors, you need to equip your agents with the right call center technology. It can be challenging for agents to meet customer expectations on inbound and outbound calls.

How Technology Services Streamline Solutions

Ansafone

Contact centers can support small, medium and large businesses with technology services that ensure quick response times. Whether a business is communicating with clients or simply collaborating with its partners, there are several technology services that should be utilized to secure results.

Our 2022 Predictions - Latest BCStrategies Podcast

Jon Arnold

This is a dangerous question to ask analysts, as we all have our opinions, and with so much technology change out there, these can be long conversations. Well, we had 15 analysts and consultants on hand for our latest BCStrategies podcast, so you’ll need an hour to get through it all.

5 ways to be a good knowledge manager

Knowmax

The post 5 ways to be a good knowledge manager appeared first on Knowmax. KM Software Knowledge Base how to become a good knowledge manager knowledge base manager knowledge manager role of knowledge manager

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Five Trends to Inform Your CX Strategy for 2022

CSM Magazine

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

3 Performance Goals Every Call Center Manager Should Strive For

Fonolo

Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center.

Is Your Organization Ready for the Top Contact Center Trends of 2022?

Playvox

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022.

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SIP pitfalls and how to avoid them – Call centre tech migrations

Spearline

The clock is counting down on the use of legacy global telephony infrastructure. According to research , the global market for VoIP services is projected to grow from $85.2 billion in 2021 to $102.5 billion in 2026. With the phasing out of PSTN technology , many businesses have switched to Voice-Over-IP. Many have also transitioned to Session Initiation Protocol (SIP) trunking. SIP migrations may come with SIP pitfalls, but careful planning can help avoid these.

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The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

December 2022

Uniphore

The post December 2022 appeared first on Uniphore. Comics

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From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown

Vistio

Today we have with us Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Nate is a perpetual student of the world’s greatest experiences and the people who create them.

Influitive Wins 2022 TrustRadius Awards for Best Feature Set and Best Relationship

Influitive

At Influitive, everything we say and do is in the eyes of our customers and their best interests.

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From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown

Vistio

Today we have with us Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Nate is a perpetual student of the world’s greatest experiences and the people who create them.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Keeping People at The Heart of Expansion

CSM Magazine

Are you looking to expand your business into another country, region, or territory? If you are considering expansion, it helps to consider that people are at the heart of contact centers. With this in mind, let’s explore some of the key things to consider when expanding. Onboard New Employees.

5 Ways Customer Expectations for Retail Banking & Payments Have Changed in 2022

LiveVox

Let’s be honest: customer expectations for modern retail banking and payments were already in question before the pandemic. But the pandemic has undoubtedly been a catalyst for digitizing financial practices.

Your Small Office Could Benefit From These Large Office Affordances

CSM Magazine

Enterprise-sized businesses are their own highly particularized beast. They are in a different class when it comes to just about everything. In a large office, just keeping the lights on and the air cooled or heated is a major production. For the large office, everything is so much more expensive.

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IVR Software – What It Is And Why It Matters.

Call Experts

Every business needs a way to interact with its customers and IVR software makes it easy to save time and money. How do you define IVR software ? You may know it as an interactive voice response system. . IVR systems can make call routing much easier for call centers.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

5 Actionable Tactics for Impeccable Social Customer Service

CSM Magazine

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. Social media has evolved into a whole new world in itself.

Transparent BPO Appoints Jonathan Hummel As VP of Jamaica Operations

Transparent BPO Outsourcing

BPO Industry Leader is First Jamaican-based Employee as Company Expands in the Caribbean Rockville, MD, Jan. 13, 2022 – Jonathan Hummel is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of operations in Jamaica.

Here’s Why You Should Make Videos a Bigger Part of Your Business

CSM Magazine

Everyone loves a good movie. Just ask Hollywood. Even as people are watching more video entertainment at home and investing in entertainment systems that make some theaters blush, movies are constantly breaking new records. Not even the pandemic could stop them.

Join the Conversation about Empathy in Action: A Message from Dr. Natalie Petouhoff

Natalie Petouhof

George Orwell. Now there’s an interesting character. I have always admired him, but not for the reasons you might think. They say empathy is about “stepping into other people’s shoes”.

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Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

International Survey Probes the Future of Customer Service and Considers Consumer Preferences

CSM Magazine

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA.

5 types of VoIP products suitable for all businesses

Hodusoft

5 types of VoIP products suitable for all businesses. From the era of hard-wired cabled phones to now we have come a long way. With the rise in hybrid work, VoIP (Voice over Internet Protocol) is the most favored business communication solution. .

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What is a Buyer Persona to Your Business?

CSM Magazine

A buyer persona is one of those buzzwords thrown around in Marketing and Product Management. How frequently it is used will make you think everyone knows exactly what it is. However, buyer personas are often a concept many don’t fully understand.