Sat.May 14, 2022 - Fri.May 20, 2022

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Essential Technology for the Virtual Contact Center in 2022

Fonolo

The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions. From good old headsets to online chat functionality, social media posts, and cloud-based management systems, the contact center technology your company employs makes a big difference to customer satisfaction (CSat) scores and agent retention.

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Cloud-Based Contact Center Solutions Buyer’s Guide

LiveVox

A contact center relies on its software to be able to deliver effective customer service and old legacy technology, with on-premise hardware may be hindering the way customers communicate with your company and vice versa. If you have been considering upgrading, then a cloud-based contact center solution is undoubtedly the right choice due to its advanced functions and scalability.

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4 ways to create a better customer experience

Callminer

Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your customer experience today.

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Answer the Question the Right Way?

ShepHyken

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.?

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The 2023 Verint Experience Index: Retail

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

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Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast. I got interested in it because it involves my favorite company: Apple.

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CallMiner named a leader in 2022 SPARK Matrixâ„¢ for Speech Analytics

Callminer

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report.

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Guest Post: Why Should Your Customer Service Team Care About NPS?

ShepHyken

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. Remember the last time when you bought a new phone, trainers, or cosmetics?

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Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? I think you get the point. We subscribe to everything. Subscriptions are as normal today as texting or drinking $6 versions of coffee that we can make for ourselves at home.

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Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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The Way It’s Always Been Done

Customer Service Life

Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump clear out of my shoes in complete fright. It was Christmas of 2020 when my son made us a reptile family by welcoming a corn snake named “Mouse” into our home.

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Amazing Business Radio: Dan Cockerell

ShepHyken

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. He shares how a sustainable culture that inspires loyalty from employees and customers.

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Sharing our gratitude as Solvvy officially joins Zoom

Solvvy

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for! A week ago we announced that we had entered into an agreement to be acquired by Zoom Video Communications , one of the most iconic and innovative companies in the world. And today, it’s official!

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Why Audio Capture Vendors Hold your Call Recordings Hostage

OrecX

Did you know that many call recording solutions charge a substantial fee to access your own recorded audio data? It's true, even after you've already paid for their software. If you think this doesn't make sense, it doesn't. It's similar to going to McDonald's and paying for a Happy Meal, but before they give it to you, they charge you again. So why does this happen?

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Cibersys Driving Profitable Growth, Delivering More In-Demand LATAM Numbers with AVOXI Platform?

Avoxi

Cibersys Driving Profitable Growth, Delivering More In-Demand LATAM Numbers with AVOXI Platform Cibersys has seen revenue growth through AVOXI's Flex program. Discover their success in expanding their LATAM number inventory for their clients - all on one centralized platform. Cibersys is a multinational ICT provider serving corporations with internet, security, and cloud solutions in Latin… The post Cibersys Driving Profitable Growth, Delivering More In-Demand LATAM Numbers with AVOXI Pla

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5 Top Customer Service Articles of the Week 5-16-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Are You Tracking the Customer Service Metrics That Really Count? by Jonathan Byrnes and John Wass. (Harvard Business Review) The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail t

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5 Key Elements to Consider When Looking To Improve Customer Service

CSM Magazine

Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving. 1. Email. Are your email addresses easy to find online or on customer documents? If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further.

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How to Create an Actionable Customer Journey Map [+With Samples]

Nicereply

Customer journey map & customer behavior can often differ from what you expect, leaving businesses perplexed about why they do certain things, like abandoning their carts. That sudden disengagement leaves store owners disillusioned and desperate to improve their existing customer experience. But how to do it? To optimize your store’s customer experience effectively, you need to get into the consumer’s mindset with a customer journey map.

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Contact Center Dialers Demystified

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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Your First 100 Days as an Account Management Leader Part 2: When and How to Review Customer Health Scores

Kapta Customer Success

The secret to a strong revenue pipeline isn't continual growth into new markets, with rapid lead acquisition, conversion, and sales. Instead, it's the long-term customers: the ones who trust your brand, will go out on a limb to try new products and services, refer you to their associates, and stay with you for renewal after renewal because of their faith in your relationship.

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Enthuse Your People to Delight Customers with The Revelation Conversation.

Bill Quiseng

Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them.

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The State of the Shopping Apps Report for 2022

Lumoa

Online shopping has become the norm across a wide range of industries and this practice is still on the rise. Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into accou

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Rants of a Customer Success Analyst: The Chase in Customer Success

Education Services Group

The Reason. It’s a normal day so far. Pre-pandemic when I went into an office every day. The commute this morning was long—typical combination of traffic and Cincinnati construction. I just got back from lunch with my friend and coworker Gary—double reward points day at our local sandwich shop somehow makes roast beef taste better. I open my laptop and start scanning through the five or six emails that have come in while I was gone; mostly spam—straight to trash.

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The Open CCaaS Advantage Report

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.

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On-demand Webinar: Successful deployment of WebRTC applications

Spearline

For the full webinar experience click here Successful deployment of WebRTC applications Watch a replay of our live webinar from Wednesday May 11 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me and Shóna O’ Donovan, Senior Customer Engagement Specialist at Spearline. This is part of our WebRTC webinar series. Keep an eye out for our future webinars.

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5 Important Statistics for Hybrid and Remote Workplaces

FluentStream

As the world settles into its new normal, many are surprised to see just how much the workplace landscape has changed. There was no migration back to the office. There was no massive cut to remote positions. The past few. Read More. The post 5 Important Statistics for Hybrid and Remote Workplaces appeared first on FluentStream.

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Don’t Miss Leads After Hours or on the Weekends.

Call Experts

After hours and helpdesk support are two of the most critical business processes for companies. As the first point of contact, a contact center answers for your customers and prospects 24-7. It’s essential to ensure that you never miss an opportunity to grow your business. Unfortunately, many companies are not able to provide this level of service.

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Content Pie #4: Overview of Nicereply’s CSAT Survey Scales  [Pros and Cons]

Nicereply

Stars, smileys, or thumbs? Can’t decide? Read on to find the answer. Welcome to the next episode of Content Pie! In today’s piece, we will look at different types of Nicereply’s CSAT survey scales. If you are considering using Nicereply, one of the first steps in setting up your survey will be the selection of the survey scale. CSAT surveys are among the most widely used metrics.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Meet Spearline at Customer Contact Week 2022!

Spearline

We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth. About Customer Contact Week Started in 1999 as Call Center Week, CCW is the world’s largest customer contact event series.

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ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022

ChurnZero

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders.

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2022 and the Recipe for CX Success

Anexa BPO

It’s never been more important to map out an action plan for 2022 CX goals. If you can understand your customers and improve on the overall experience you deliver, you are on your way to bridging the gap between customer experience and brand promise. And while the principles have continued to evolve, and the pandemic has served to redefine what the customer journey looks like, some things have not changed when it comes to customer experience.