LiveVox
JANUARY 10, 2023
What is social customer service? It’s exactly what it sounds like! Providing support, informational resources, and engagement to your customers over social media channels.
CCNG
JANUARY 11, 2023
“Your call / email / chat is important to us, but we are experiencing unusual volume at this time.” If you’ve had a reason to reach out to your mortgage company, cell phone provider, or favorite retailer, this might be the response you’ve received.
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Edify
JANUARY 9, 2023
There are many methods and tools available to help leaders improve their customer experience (CX). Let’s take journey mapping for example.
Shep Hyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX).
Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology
If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.
ClientSuccess
JANUARY 11, 2023
The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
JANUARY 12, 2023
The adoption of on-demand services has grown steadily in recent years. In 2016, the total spending on on-demand services was $57.5 billion , and it's on track to hit $335 billion by 2025.
TeleDirect
JANUARY 12, 2023
It doesn’t matter what industry you may be in—if you work with customers and clients of any type, you need to offer them proper support. Otherwise, they will not be loyal to your brand and might even spread the word to others about their negative experience.
Myra Golden Media
JANUARY 9, 2023
Happy New Year, friends! I’m coming to you live from my recording studio (where I’m recording courses for multiple clients) with one of my best tips for controlling calls with venting, friendly, or upset customers. The tip is signposting.
Contact Center Pipeline
JANUARY 10, 2023
Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX).
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.
Beyond Philosophy
JANUARY 7, 2023
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience.
Callminer
JANUARY 11, 2023
Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use
Cisco CSR
JANUARY 10, 2023
As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.
Contact Center Pipeline
JANUARY 11, 2023
The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However, there are a few things that we can be sure of.
Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach
Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.
Beyond Philosophy
JANUARY 12, 2023
What do you get when you put three old guys in front of microphones and ask them to talk about one of their favorite subjects? An authoritative view on just about anything.
Callminer
JANUARY 9, 2023
Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics
24-7 InTouch
JANUARY 13, 2023
“We recognized there was a huge opportunity for us to rebrand ourselves to further showcase our commitment to innovating in an industry that really needs it.
Contact Center Pipeline
JANUARY 12, 2023
Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked in the Contact Center industry in various roles supporting CX and EX.
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
LiveVox
JANUARY 12, 2023
re you interested in getting started with WhatsApp Business? Many contact centers are coming to rely on WhatsApp to provide their customers with an improved experience. The post Getting Started With WhatsApp Business: New at LiveVox! appeared first on LiveVox. Omnichannel
Edify
JANUARY 9, 2023
I’ve been touting the many benefits of remote work for years, having gone remote myself in 2015 and never looking back. With the current global crisis that’s dominating all of our day-to-day lives worldwide, being able to work from anywhere at any time feels more important than ever.
Working Solutions Outsourcing
JANUARY 12, 2023
The holiday travel season always brings a whole set of headaches for weary and frustrated travelers. That’s where a dedicated travel agent comes in handy.
Bill Quiseng
JANUARY 11, 2023
Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media.
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.
LiveVox
JANUARY 9, 2023
Whatsapp message templates are an integral component of any WhatsApp-based customer communication workflow. The post Managing WhatsApp Message Templates (New at LiveVox) appeared first on LiveVox. Omnichannel
Edify
JANUARY 9, 2023
Journey mapping is a visual representation of each and every experience your customers have with your business and your brand, from the first exposure to sale, to post-sale interactions and beyond.
ChurnZero
JANUARY 10, 2023
No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. This essential aspect of your job can also be one of its most time-consuming.
TechSee
JANUARY 12, 2023
Since launching just six months ago, millions of customers and technicians have used TechSee’s Visual Intelligence’s (VI) AI to successfully set up their devices, visually troubleshoot issues, and confirm successful resolutions to all sorts of issues. The savings and CX impact has been incredible.
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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.
COPC
JANUARY 13, 2023
Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training.
ConvergeOne
JANUARY 10, 2023
The Jacksonville Jaguars are a professional American football team based in Florida.
VirtualPBX
JANUARY 11, 2023
In this Financially Free Journey podcast episode, Rachel Anderson guest appears and dives deep into the various marketing channels and strategies you can use to grow and optimize your business.
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