Contact Center Pipeline
JANUARY 13, 2022
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. After all, the COVID-19 pandemic has taken more than 4 million people from us; too many of us lost parents, siblings, children […].
Beyond Philosophy
JANUARY 13, 2022
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. . This topic came up on a recent podcast. Robert, who works in software development, has a pickle from time to time with annoying customers.
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Spearline
JANUARY 13, 2022
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.
Uniphore
JANUARY 13, 2022
As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.
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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.
Working Solutions
JANUARY 13, 2022
Customer experience (CX) has changed the game in marketing, as it encompasses the entire journey a customer receives from your brand. CX is the key differentiator, as customers now base their loyalty on the experience they receive, not the price or product. If CX is not your priority, it’s time for a shift in approach. […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Playvox
JANUARY 13, 2022
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. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . 2022 just might be The Y
LiveVox
JANUARY 13, 2022
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. Yet, you rely on customer service agents to deliver delightful and efficient interactions across all […].
Jon Arnold
JANUARY 13, 2022
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. This makes for a long podcast, but where else will you get such a diversity of informed views on what to expect in the coming year?
Ansafone
JANUARY 13, 2022
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. These same services can also lower operational costs and even create new opportunities … How Technology Services Streamline Solutions Read More ».
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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
Avoxi
JANUARY 13, 2022
The Ultimate Guide to Creating a Travel & Tourism Marketing Strategy Creating a marketing strategy for your travel and tourism company can help set you apart from the competition! If you need some guidance on how to begin and where to reach new customers, continue reading! The COVID-19 pandemic placed an extreme burden on the… The post The Ultimate Guide to Creating a Travel & Tourism Marketing Strategy appeared first on AVOXI.
Concentrix
JANUARY 13, 2022
B2B companies are expected to deliver exceptional customer experience just like their B2C counterparts. Here are 5 fresh practices to help you reimagine your B2B VOC program. The post 5 Fresh Practices For B2B Feedback Programs appeared first on Concentrix.
Avoxi
JANUARY 13, 2022
Leveraging Cloud Communications for Your Software Company’s SAM Process Software and tech companies require reliable communications to interact with customers. But, that same technology can support other areas of your business. Namely, your IT software asset management process. See how it can help lower costs, boost efficiency, and more below. Organizational agility is critical in… The post Leveraging Cloud Communications for Your Software Company’s SAM Process appeared first on AVOXI.
Toister Performance Solutions
JANUARY 13, 2022
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Hotels have gotten sneaky with resort fees. They're tacked on to the advertised rate, hidden in the "taxes and fees" section at the end of the booking process.
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.
Knowmax
JANUARY 13, 2022
The post 5 ways to be a good knowledge manager appeared first on Knowmax.
CSM Magazine
JANUARY 13, 2022
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. So, it’s no surprise that in 2022 — as in years past — anything CX will continue to be top of mind for companies across verticals.
Netomi
JANUARY 13, 2022
Not all chatbots are created equal. In this post, we’ll cover a step-by-step chatbot demo guide of what to look for, including the key questions to ask, to make sure that you adopt the best AI for your business. Before we get into the questions you should ask during your chatbot demo, let’s quickly cover why now is a good time to explore chatbots. Why look at chatbots at all?
Playvox
JANUARY 13, 2022
The shift to the cloud only seemed to accelerate when the pandemic sent many workers home in the spring of 2020. And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical. While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing.
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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.
Influitive
JANUARY 13, 2022
At Influitive, everything we say and do is in the eyes of our customers and their best interests. From building out success plans to swiftly troubleshooting issues and collaborating on new product features, our central goal is to help our customers deliver best-in-class programs for their customers and in turn propel their businesses forward. To […].
CSM Magazine
JANUARY 13, 2022
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. Streamline onboarding. In many businesses such as hospitality and customer service centers, onboarding is a non-stop process.
LiveVox
JANUARY 13, 2022
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. And customer behavior changes have accelerated a shift to new online models for everything from lending to pay-as-you-go monthly credit installments that present long-term impacts […].
CSM Magazine
JANUARY 13, 2022
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. It would shock the average person to know how much it costs just to keep the doors open.
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!
Creative Virtual
JANUARY 13, 2022
By Mandy Reed, Global Head of Marketing. For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Opponents of these conversational AI solutions claim they remove the human touch from the customer experience and keep companies from being able to build real relationships with their customers.
CSM Magazine
JANUARY 13, 2022
“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. It has a huge fan following among generations X, Y, and Z. For businesses, the entire customer pool is available through social media.
Call Experts
JANUARY 13, 2022
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. These systems allow a company to collect information about the calls their agents receive and the dial pad inputs that agents and customers use.
CSM Magazine
JANUARY 13, 2022
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. There is something about escaping for a few hours to a new place and seeing new people live out the age-old story of life.
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
Natalie Petouhof
JANUARY 13, 2022
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”. To write Down and Out in Paris and London , Orwell dressed up in shabby shoes and a coat to work and live like those on the social margins. The result? A radical experience changing his beliefs, priorities, relationships, and creating some of his finest work.
CSM Magazine
JANUARY 13, 2022
PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. Having surveyed 2,600 consumers and contact centre professionals in both the UK and USA, research commissioned by PCI Pal , the global cloud provider of secure payment solutions for business communications, has found that 61% of consumers overall (81% in the UK and 40% in the US) feel that an increased use of technology to handle customer service enquiries, such as chatbots or self-service webs
Hodusoft
JANUARY 13, 2022
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. . No matter how many extensions you’ve got, where your employees are located, or what devices they are using, the essential VoIP communication products are the lifeblood of businesses now.
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