SmartAction

JUNE 3, 2021

Since the dawn of conversational AI integrating into contact centers, one thing has been heard repeatedly … The robots are here to take our jobs! – Someone in recent history at some point or another. Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is true. In over 100 deployments from small companies to large enterprises, SmartAction has yet to see a layoff en masse after deploying virtual agents.

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CCNG

JUNE 3, 2021

As outsourcing is not new to anyone, information organizations should have before embarking on outsourcing or dealing with their current outsourcing partner. However, outsourcing is not going away, and according to many trusted advisory organizations, it will continue to grow significantly. On-shore, near-shore and off-shore are the current options, all in viable geographies based on your service needs, budgets, languages, and availability of personnel.

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outsourcing CCNG Government Customer Care 195

Contact Center Pipeline

JUNE 3, 2021

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers, for example, are rapidly adopting cloud-based services as they rethink their technology strategies in response to economic trends and industry changes. The move to cloud-based contact center services is a strategic […].

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Steve DiGioia

JUNE 3, 2021

I once worked for a boss who led through intimidation. Whenever there was an issue to be resolved or a problem that’s taking longer than expected to figure out, he would say “Send (name) an email and “CC” me”. He thought that, just because the boss was copied on the email, it would make the email recipient respond quicker and act on the request right away.

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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

Surveys

Fonolo

JUNE 3, 2021

Call queues and hold times are a traditional part of the call center experience. But tradition doesn’t always stand the test of time ? as modern customer expectations evolve, businesses must change their service approaches accordingly. That’s where call-back technology comes in. This simple and powerful tool has been gaining momentum in the customer service world for its ability to lower call volumes, improve key call center metrics, and boost customer satisfaction.

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Toister Performance Solutions

JUNE 3, 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. Finding a plumber for The Overlook is a struggle. We've had a slight leak under the kitchen sink for two months.

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Airlines Transportation Marketing Customer Service 110

Help Scout

JUNE 3, 2021

Every time I need to buy a pair of jeans, I trick myself into thinking it’ll be an easy process. I’m sure I can simply order from the last place I bought them or just check a few stores. Inevitably, the place I ordered from last time changed something about the fit or material, and the in-store options are lacking. I end up making a bunch of trips, printing out shipping labels like it’s a part-time job, and still have no denim to show for the trouble.

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Sales Feedback Accountability CRM 105

delighted

JUNE 3, 2021

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. However, this decrease in spending did not affect all retailers equally.

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Advertising Entertainment Sales Personalization 101

Quality Contact Solutions

JUNE 3, 2021

When your business decides to use B2B telemarketing services , it’s essential to scope out the different service providers and review what each one has to offer. Not all call centers are the same. Technology, management, and knowledge look different from vendor to vendor. Here are three crucial tips for choosing the best provider to support your business.

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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

VirtualPBX

JUNE 3, 2021

We’ve been waiting for this a long time, and it’s finally here: Our VirtualPBX Mobile Softphone can connect to video conferences on our platform. This means you can now take our Video Conferencing feature with you anywhere. It lets you start your own conferences and join those that your colleagues have created – all from your mobile device. For commuting and remote workers, this development is especially exciting and deserves a few screenshots to showcase the newest parts of our app.

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Interactions

JUNE 3, 2021

Agents and automation both play an important role in customer experience. Automation can support many functions of customer experience– both directly and indirectly assisting customers. An example of automation directly supporting customers is with virtual agents. These applications are customer-facing and offer self-service options for customers to complete tasks on their own.

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Virtual Agent Self service Analytics Customer Experience 62

ConvergeOne

JUNE 3, 2021

I can remember the moment clearly: I was in a meeting with several of my employees in my office. Approximately 30 minutes to an hour into the meeting, my mobile phone came to life with notifications and a call. Shortly after answering hello, there was a knock at the door. Almost instantly, I did not feel so well; in my heart, I knew this couldn’t be a good thing.

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Education Analytics Personalization Marketing 94

Maru Group

JUNE 3, 2021

By Rich Durante, Managing Director, Pharmaceuticals & Medicines | June 3, 2021. “You have cancer.” Those three words begin a cycle of physical and emotional turmoil for almost 2 million patients each year. Two years ago, that was my sister. She was diagnosed with non-Hodgkin’s lymphoma (NHL). Like any cancer diagnosis, this brought my entire family up short.

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Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Insite Managed Solutions

JUNE 3, 2021

Are you consistently achieving your service goals? When you miss a goal, do you know why? Are internal discussions based on opinion and memory as opposed to data? Are roles and responsibilities clear? We organize Workforce Management into five different categories to understand your capabilities and challenges. Download and complete our free WFM Self-Assessment [.

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Management 52

Babelforce

JUNE 3, 2021

There are a lot of benefits to upselling. In the short term, it makes your business more profitable. In the long term, it can increase the average lifetime value of customers. (Which also makes your business more profitable.). Upselling is great. Existing customers already trust your business; convincing them to spend a little extra can be far easier than getting entirely new customers through the door.

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Upselling Interactive Voice Response Outbound sales Contact Center 52

Cincom

JUNE 3, 2021

Companies join forces to deliver a better way to configure, price and quote complex products and services. Cincinnati, OH (June 3, 2021) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that it has entered into a partnership with Centric Consulting to implement CPQSync by Cincom. Centric’s digital, business and technology consultants help define digital strategy, plan, build and deliver technology and support companies in transforming their businesses.

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Consulting Consulting Finance Enterprise 52

LiveVox

JUNE 3, 2021

Customer service agents have a tough job. So tough that the industry has a 30-40% turnover rate. From taking calls that are not always happy to juggling multiple tasks, customer service is a complicated and nuanced task. What are seven things amazing agents do differently that help them rise to the top of their field and […]. The post 7 Things Amazing Agents Do Differently appeared first on Livevox.

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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

Journey mapping

Insite Managed Solutions

JUNE 3, 2021

Are you consistently achieving your service goals? When you miss a goal, do you know why? Are internal discussions based on opinion and memory as opposed to data? Are roles and responsibilities clear? We organize Workforce Management into five different categories to understand your capabilities and challenges. Download and complete our free WFM Self-Assessment [.

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Call Experts

JUNE 3, 2021

How to enhance the client experience in an age of quickly progressing tech with contact center services? This is the question that sits in the mind of many business owners. . 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. ( Microsoft ). It is time to use trusted outsourcing to accomplish your business needs, decrease your overhead, and support your clients.

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CustomerSuccessBox

JUNE 3, 2021

Should CSM be closing the support tickets? This is the most common debate among SaaS founders. Before we get into it, let’s understand the key difference between Success Managers and Support Reps. Customer Success and Customer Support. Customer success managers are the domain experts who endeavor to help the customer achieve their business outcome using your product.

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SaaS B2B Education Customer Support 52

ViiBE Blog

JUNE 3, 2021

Field ticketing software is crucial to managing a company’s operations in the field remotely. Field service managers rely on these systems to keep tabs on current operations and plan out future ones. As field service becomes more remote, priorities are changing. It is as vital as ever to track the performance of team members. Still, connectivity is now taking an increasingly important place in a company’s considerations.

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Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Nicereply

JUNE 3, 2021

Chatbots in support relieve agents from handling the less glamorous side of customer service. Chatbots are an undeniably useful tool for your business’s customer service center. This technology powered by artificial intelligence takes some of the 24/7 consumer care tasks out of employee’s to-do list while keeping service running smoothly. As customers increasingly demand answers instantaneously, your business will benefit from using this technology.

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Voiptime

JUNE 3, 2021

Is telesales still an effective sales strategy in nowadays market? It may surprise you to learn that despite its doubtful reputation, telemarketing, when done respectfully and thoughtfully, is still considered to be one of the most powerful ways to generate new leads and close sales.

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Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel back the layers of any customer-centric organization, you’ll find a robust culture of honoring employees, encouraging their insight and ideas, … The post Employee Experience: The Cornerstone of Customer Experience first appeared on Brad Cleveland.

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Voiptime

JUNE 3, 2021

Call center agents have quite a demanding job. Masterful call handling and profound product knowledge don’t happen by itself. Training is essential both for newbies and experienced agents. Let us talk about how to organize the training process as best as possible.

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Best practices Call Center 40

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

C Space

JUNE 3, 2021

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Edify

JUNE 3, 2021

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

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Technology 58

Brad Cleveland Blog

JUNE 3, 2021

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel … Continue reading → The post Employee Experience: The Cornerstone of Customer Experience appeared first on Brad Cleveland.

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