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If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. MORE
Last week, Cyara joined with many organizations worldwide to help raise awareness on International Women's Day, with reflections by our President James Isaacs and CMO Linda Chen, along with a wide range of statements and support from Cyarans on social media. MORE
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A Prescription for Excellent CX. Customer Service Lessons From the Disney of Healthcare. Shep Hyken interviews Neil H. Baum, MD , Professor of Clinical Urology at Tulane Medical School in New Orleans, Louisiana. MORE
Every March, even the most casual of sports fans turn their attention to the NCAA Men’s Basketball Tournament. Maybe they’re in a bracket pool with their family, co-workers, or local bar. MORE
Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back to the physical workplace in some form. MORE
Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles. As his call ended, I approached. Noting the stress ball he was crushing, I said, “Tough call?” He nodded. MORE
Each week I read a number of 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. MORE
Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. MORE
In the past year, businesses across the world have seen significant disruptions to their daily operations. For many industries, this has meant, changing the way they operate, enabling staff to work from home and trying to keep staff engaged regardless of where they are working from. MORE
The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. MORE
Ticketing software is used to record and track customer support requests. It offers features that enable users to prioritize requests, automate workflow and the assignment of tasks, and monitor the progress of requests as they make their journey through the support procedure. MORE
In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. MORE
Hello we are working with a client to identify and fill this role (below), if you are interested in this opportunity please send you resume to my email ctaylor@thetaylorreachgroup.com and include ‘GSM Applicant’ in the subject line. Global Senior Manager, Consumer Response. What makes this a great opportunity? WHAT WILL I BE DOING? MORE
When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool! MORE
82 This is my latest guest post, running now on BCStrategies. Direct routing for Microsoft Teams has been a hot topic lately, and I’ve had a few opportunities to research and write about it. MORE
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TULSA, OKLAHOMA, March 15, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the promotion of Scott Prater from Vice President to Senior Vice President of Technology Solutions. MORE
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. Contact Center Trends & Insights AI MORE
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? MORE
This week we feature an article from Kaila Krayewski , Managing Director at Archipelago Communications. She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. MORE
Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. MORE
Installing a live chat button is a must if you want to communicate with website visitors the right way. Discover your options. The post Live Chat Button: How to Install it and Talk to Customers Today appeared first on HelpCrunch blog. Support MORE
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Data annotation is the invisible infrastructure behind our AI-powered future. Learn more about this industry and why it's never mattered more. Next-Gen Technology MORE
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By Ryan Apodac, Operations Manager. We are still adjusting and, in some cases, trying to find what our new normal looks like in both our work and personal lives. Often times employees are feeling overwhelmed and burnt out and we know that outsource telemarketing can help. MORE
For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions, to gathering small teams in collab office spaces for networking and brainstorming sessions. MORE
Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill. MORE
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. MORE
Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. MORE
You’ve probably heard the terms ASA and service level. But what do they really mean? KPIs, or Key Performance Indicators, are metrics used by contact centers to measure success and performance. There are many important KPIs, but these are arguably two of the most important. So how do they work? MORE
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