Fonolo

JULY 20, 2022

Have you ever asked yourself how your leadership style affects your call center operations? You should! Things are busy for contact center leaders and there’s not much time for reflection. But your management style deserves your attention. It affects how you interact with and lead your team members. Your leadership style can also impact how you set and meet strategic goals, and ultimately, what your customer’s experience will be like.

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Call Center Morale Contact Center Feedback 81

Brad Cleveland Blog

JULY 22, 2022

Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to behavior expectations and standards so many questions can come up. Are the measures fair? Are they truly within an individual’s control? What’s the influence of the processes in which they’re … Continue reading → The post Measuring Individual Performance in a Customer Contact Center?

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Contact Center Call Center Customer Experience Customer Service 49

TechSee

JULY 20, 2022

One year ago, we introduced the world’s first computer-vision powered self-service solution. Today, we are proud to share the next great leap forward, the Visual Intelligence Platform. With Visual Intelligence (or VI for short), we are bringing the latest computer vision AI technology out of the lab and into the real-world. This is practical AI , or to put it another way, AI for Real Business.

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APIs Chatbots Enterprise Interactive Voice Response 109

Beyond Philosophy

JULY 16, 2022

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.

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Consulting Consulting Surveys Customer Experience 395

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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.

Callminer

JULY 20, 2022

Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti.

Customer Service 339

Customer Service 339

CCNG

JULY 20, 2022

Recently my financial institution requested that I complete a document, sign it, and return it to them via Fax. I laughed out loud when I read their request. Fax? Who uses faxes anymore? I sent it to them in a PDF file via email which satisfied their request. Some organizations are slow to change. I’m finding the same is true when it comes to how some organizations recruit prospective employees.

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Contact Center Pipeline

JULY 21, 2022

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt to the new normal. Yet despite the devastating disruption from the pandemic, there have been some positive impacts on the overall […].

Technology 147

Technology Customer Service Customer Experience 147

Callminer

JULY 20, 2022

Read this post to learn about improving patient satisfaction surveys and the overall patient experience.

Surveys 182

Surveys Healthcare 182

ShepHyken

JULY 19, 2022

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.

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Contact Center Customer Support Customer Service Customer Experience 313

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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

Avoxi

JULY 21, 2022

How to Survive the ‘Great Resignation’ IT Crisis IT leaders are in a bind. The Great Resignation is making it difficult to bring processes and products to market. Many are turning to low-code no-code applications to accelerate their objectives while trying to survive the disruptions. Increased workloads, growing demands from digital transformation, and a lack of… The post How to Survive the ‘Great Resignation’ IT Crisis appeared first on AVOXI.

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Marketing 114

Contact Center Pipeline

JULY 20, 2022

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return to work, coupled with the impact of retiring Baby Boomers—saw more than 4.3 million people quit their jobs in December 2021 […].

Customer Experience 147

Customer Experience 147

Callminer

JULY 18, 2022

Read this post to learn how to hire top-notch call center agents using the right interview questions.

Call Center 182

Call Center 182

Concentrix

JULY 19, 2022

Concentrix also recognized as a top company for career development. The post Chris Caldwell recognized as Best CEO for Diversity and Women appeared first on Concentrix.

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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

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

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Customer Experience Telecommunications Metrics Feedback 94

Contact Center Pipeline

JULY 19, 2022

The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service. The customer journey shifted abruptly from a combination of in-person and digital to a digital-first (and often digital-only) path, increasing the load on digital infrastructures and suddenly remote workforce. The race was on for organizations to either create […].

Enterprise 147

Enterprise Personalization Customer Service Chatbots 147

CSM Magazine

JULY 22, 2022

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. A few years ago, I heard Kevin Ashton speak at a conference. In addition to being the ‘father of the Internet of Things’, he’s also a futurologist. Among other things, he predicted we will discover extra-terrestrial life in this century – not necessarily little green men, but perhaps bacteria.

Engineering 109

Engineering Self service Government Healthcare 109

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders.

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Metrics Best practices Customer retention Enterprise 100

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!

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Working Solutions

JULY 19, 2022

Elevating your customer experience (CX) starts with seamless customer service, an ambitious goal. How do you create a consistent brand experience for your audience, wherever they engage with your business? The answer is omnichannel. By integrating several channels, so they all function as one, you deliver touchpoints along each part of the customer journey.

Customer Service 103

Customer Service Customer Experience Marketing 103

Eptica

JULY 22, 2022

Date: Friday, July 22, 2022 Author: Pauline Ashenden - Demand Generation Manager The importance of sustainability to the contact centre. Published on: July 22, 2022. Author: Pauline Ashenden - Demand Generation Manager The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet. Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid wor

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Self service Marketing Technology Management 93

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. As Donna Weber , the world’s leading expert in customer onboarding, knows, onboarding is about more than completing product training and filling out checklists. “It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

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Gamification Accountability B2B Enterprise 98

Momentum Telecom

JULY 21, 2022

The need for secure and cost-effective networks is growing. Digital transformation is becoming a requirement. Applications are moving to the cloud. Employees are working remotely. Cyber criminals are attacking companies of all sizes and in all industries. And the list goes on. Managed network solutions are helping companies meet all these challenges.

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Management Transportation outsourcing Service level 98

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.

Contact Center

Spearline

JULY 21, 2022

If the recent seismic shift to WebRTC has taught us anything, it is this, WebRTC is tricky. Many view WebRTC as the new solution to all of our existing real-time communication problems. In fact, WebRTC isn’t really a solution, it’s a technology. And, as with any technology, it needs to be employed correctly, updated regularly, and, most importantly, endless WebRTC testing.

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Scripts APIs Metrics Analytics 98

VirtualPBX

JULY 21, 2022

When you’re a small business owner, you know that summer is the time to get things done. But with so many things on your plate this summer, it can be hard to know where to start. I’ve put together a list of tips and tools to help you plan for your future and achieve your goals as a small business owner. Here are 5 ways you need to invest in your business this summer: 1.

Advertising 98

Advertising Education Sales Technology 98

Hodusoft

JULY 21, 2022

How can insurance companies improve customer service? Call center software plays an integral role in the success of businesses in all sectors, including insurance. Modern customers today expect a fast, efficient, and seamless service. As per Capgemini’s Digital Transformation Institute , 8 in 10 customers are willing to spend more with an organization for a better customer experience.

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call center software Customer Service Call Center Customer centricity 98

Lumoa

JULY 17, 2022

Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment. This is really beneficial for German focused customers!

Feedback 83

Feedback Surveys Customer Experience Management 83

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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

inSided

JULY 21, 2022

Like most industries, the pandemic has reshaped how HR professionals go about their day-to-day lives. Companies' biggest concerns have shifted from ways to maximize productivity to how to retain employees and keep them safe and happy, all while navigating the new territory of COVID-19 protocols.

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Totango

JULY 19, 2022

Ready for a controversial statement? You don’t need your CRM. Yeah, we said it. Sure, there is a place for customer relationship management (CRM) technology to help sell products, but if you’re looking to provide truly valuable experiences that will build and grow profitable customer relationships – especially during an economic downturn – then you don’t need a CRM; you need advanced, agile, composable customer success technology. .

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CRM Sales Enterprise Analytics 89

AWS Machine Learning

JULY 19, 2022

Over the last few years, online education platforms have seen an increase in adoption of and an uptick in demand for video-based learnings because it offers an effective medium to engage learners. To expand to international markets and address a culturally and linguistically diverse population, businesses are also looking at diversifying their learning offerings by localizing content into multiple languages.

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Engineering APIs Education Best practices 90