Balto

NOVEMBER 22, 2022

When it comes to agent experience, contact centers have made significant strides in recent years. Nonetheless, many still have work to do to overcome a longstanding reputation. Attrition rates for contact center agents generally hover around 30–45% , and they reached as high as 100% during the COVID-19 pandemic. There are many reasons for these high attrition rates, from stressful work environments to a lack of advancement opportunities.

Contact Center 52

Contact Center Coaching Call flow Best practices 52

Helpware

NOVEMBER 22, 2022

There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of pharmaceuticals, sustainability, or sending rockets to the moon, you are driven by people. You exist to serve them—and without them, you cease to exist at all.

Customer Support 78

Customer Support Customer Service 78

Inbenta

NOVEMBER 21, 2022

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . In the past few years, practically all businesses have invested in chatbots or virtual assistants, made available help centers and FAQ sections , or used other kinds of assisted tools with the aim of helping customers search and find answers to their requests on their own. .

Chatbots 98

Chatbots Self service Scripts Technology 98

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.

Call Center 147

Call Center Management Benchmark Contact Center 147

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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.

JustCall

NOVEMBER 23, 2022

The terms customer service and customer experience differ considerably despite being used interchangeably. In simple terms, customer service is one aspect of a comprehensive customer experience. Customer experience refers to a client’s journey with any business, from the primary awareness stage to post-purchase maintenance. On the other hand, a customer service is usually a single event when a client reaches out for service and help during this journey.

Customer Experience 52

Customer Experience Customer Service Journey mapping Chatbots 52

Beyond Philosophy

NOVEMBER 19, 2022

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy , and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be? Now, our first reaction was to tell Claire that she should absolutely meet customers where they are.

Airlines 150

Airlines Self service Consulting Consulting 150

Callminer

NOVEMBER 20, 2022

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used.

Analytics 182

Analytics Technology 182

JustCall

NOVEMBER 22, 2022

A business cannot survive without offering excellent customer service in today’s era. There should be a way for customers to contact the company for any product/service issues they are facing. It is the company’s responsibility to provide customers with appropriate contact channels. Companies usually offer phone contact channels to customers. Many companies have a dedicated customer support center with many employees to pick up customer calls.

Call Center 52

Call Center Interactive Voice Response Abandon rate Customer Support 52

Nuance

NOVEMBER 21, 2022

Scientists studying positive psychology found that a one-time act of thoughtful gratitude produced an immediate 10% increase in happiness and 35% reduction in depressive symptoms, according to this article. To lift your positive spirit this National Gratitude Month, I asked a few Nuance employees what they are grateful for right now. I discovered that they [.].

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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

Beyond Philosophy

NOVEMBER 24, 2022

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Callminer

NOVEMBER 22, 2022

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty.

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ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.

Customer Service 190

Customer Service B2C B2B SaaS 190

Contact Center Pipeline

NOVEMBER 22, 2022

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay. For most companies, it […].

At home agents 147

At home agents Contact Center Technology Management 147

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

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

kommunicate

NOVEMBER 25, 2022

Last Updated on November 26, 2022 Cyber Monday is a time when the majority of all online sales take place. It is known to have the highest sales volume in the ecommerce space today. This has led to it being recognized as the busiest day for shopping in the U.S. What is certain is that [.]. The post 13 Effective Marketing Tips To Boost Your Cyber Monday Sales appeared first on Kommunicate Blog.

Sales 98

Sales Marketing 98

ShepHyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve thought a lot about this over the years, lately I have been trying to make it even simpler for people to understand. To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work wi

Customer Service 179

Customer Service Customer Experience 179

JustCall

NOVEMBER 24, 2022

SaaS Labs has been selected as a Technology Fast 500 winner for 2022 by Deloitte, debuting at #28 on the list of Bay Area’s top 101 and #151 on the National ranking. The Technology Fast 500 is an award program recognizing 500 of the most innovative, fastest-growing companies in North America across the technology, media, telecommunications, life sciences, fintech, and energy tech sectors.

SaaS 98

SaaS Technology Telecommunications Coaching 98

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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Nicereply

NOVEMBER 21, 2022

Discover great customer retention tools and empower customer satisfaction. Losing customers is something that every business fears. Considering that the SaaS industry is a competitive one, customer retention is crucial. That’s why in this article, we are going to focus on showing you how to retain your customers with the help of a few effective tools and solutions.

Customer retention 98

Customer retention SaaS Upselling Analytics 98

Tethr

NOVEMBER 22, 2022

Customer Experience Virtual Summit 2020 invites you to hear from some of the most influential thought leaders in the CX world.

Customer Experience 113

Customer Experience 113

Education Services Group

NOVEMBER 21, 2022

It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and involve.ai , our mission is to support the Customer Success community with reliable be

Metrics 98

Metrics Benchmark CRM Technology 98

Spearline

NOVEMBER 25, 2022

Spearline will participate in MWC Barcelona 2023 from February 27 – March 2 with Enterprise Ireland. We’re looking forward to speaking to as many of you as possible in the Spearline shared meeting room. MWC Barcelona 2023 – Where technology, community and commerce converge MWC Barcelona is the largest and most influential event for the connectivity ecosystem.

Telecommunications 98

Telecommunications Government Enterprise Technology 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

kommunicate

NOVEMBER 22, 2022

Last Updated on November 22, 2022 Mental health is a global concern and a serious one at that. Research shows that nearly one in every four people experiences a mental health issue anytime in the year. Fortunately, we are in an era where therapy is becoming an instrumental tool in combatting mental illnesses. Therapy, in [.]. The post How A Therapy Chatbot Can Provide Essential Healthcare Services appeared first on Kommunicate Blog.

Healthcare 98

Healthcare Chatbots 98

Tethr

NOVEMBER 22, 2022

Rather than being fearful of CX and AI taking something away from your business, allow it to take the customer experience to new heights.

Customer Experience 108

Customer Experience 108

Jon Arnold

NOVEMBER 23, 2022

On Thursday, Dec. 1, Five9 is running the 2022 edition of their CX Summit Canada, and I’ve been brought back again to provide an overview of the contact center market. I’m part of a larger program running through the day - all of it virtual - and later, I’ll be joining an in-person reception in downtown Toronto. The Five9 folks will determine who can attend, and to find out more, here’s the registration link.

Contact Center 87

Contact Center Marketing Personalization 87

AWS Machine Learning

NOVEMBER 22, 2022

Amazon Forecast is a fully managed service that uses statistical and machine learning (ML) algorithms to deliver highly accurate time-series forecasts. Recently, based on Amazon Forecast, we helped one of our retail customers achieve accurate demand forecasting, within 8 weeks. The solution improved the manual forecast by an average of 10% in regards to the WAPE metric.

Sales 86

Sales Metrics APIs Healthcare 86

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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

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.

Customer Service 83

Customer Service Chatbots CRM Personalization 83

Tethr

NOVEMBER 22, 2022

Are you really coaching your call center agents? Or are you just managing performance? Here's how to be a good call center coach.

Coaching 103

Coaching Call Center Management 103

ConvergeOne

NOVEMBER 22, 2022

“I will allow you to contact me in a variety of ways—web, mobile application, voice, chat, SMS and social media—and I may reach out to you proactively to help you.

Customer Experience 86

Customer Experience 86