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CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.
CCNG
MAY 25, 2022
The pace is faster today. Decisions are bigger. Where are you getting reliable insight and answers? We often say that the most powerful-- and underutilized-- tool in the contact center is your professional network.
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Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.
Contact Center Pipeline
MAY 25, 2022
The New Year always brings hope for new beginnings. And there were the signs of that in 2021.
Advertiser: Vanilla Forums
Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!
Callminer
MAY 23, 2022
Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Beyond Philosophy
MAY 21, 2022
Verint is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap report is essential reading for experience professionals today.
Contact Center Pipeline
MAY 24, 2022
The five factors of Caller Tolerance. Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance.
JustCall
MAY 26, 2022
10-minute guide to Setup Call Center for under $200. If you are planning to setup call center for giving support or handle inbound sales queries, here is your guide to set up a call center in minutes for under $200.
Nicereply
MAY 25, 2022
Eventually, it will happen. Something will go wrong, mistakes will be made and customers will be upset. When it happens, the right thing to do is own the mistake and apologize to anyone affected. In fact, a genuine apology is more effective in service recovery than compensation alone.
Advertiser: Vanilla Forums
Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.
Fonolo
MAY 25, 2022
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ.
kommunicate
MAY 22, 2022
Last Updated on May 22, 2022 “ The best business experiences meet people where they are.” ” Mark Zuckerberg, Conversations Keynote speech, 2022 Mark Zuckerberg was not making a statement into thin air when he said these words during Meta’s first-ever Conversation’s event.
JustCall
MAY 26, 2022
JustCall ( [link] ) is a cloud-based phone system for sales and support teams. Over 400 companies use JustCall for their 5000+ agents to make, receive, record and track phone calls, texts and Fax – directly from their CRM or Helpdesk platform.
OrecX
MAY 25, 2022
In many organizations, call recording is a means to an end. That is, upon audio capture, recorded calls are then transcribed and mined for meaningful keywords and phrases like "mad", "unhappy", or "cancel".
Advertiser: Vanilla Forums
With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!
Return Customer
MAY 24, 2022
Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report.
Totango
MAY 24, 2022
Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy.
JustCall
MAY 26, 2022
We are excited to launch our Partner Program that will help agencies, IT businesses & affiliate marketers to earn revenue while helping SMBs with digital transformation.
Revation Systems
MAY 25, 2022
Revation started in 2003, born out of a vision to change industries with the power of communication. As our customers leverage the LinkLive platform to do exactly that, we recognize there may be certain aspects of the tool – and what it makes possible – that are not as obvious as others.
Advertiser: Vanilla Forums
Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!
Tethr
MAY 25, 2022
The history and future of natural language processing. We’ve taught computers to process information faster than humans. But when it comes to conversations, processing raw data isn’t enough. People don’t always articulate every thought. Subtext matters. Will AI evolve to understand these nuances?
Cyara
MAY 23, 2022
Open enrollment season. These words are enough to create fear and loathing in the hearts of U.S. health insurer employees. Those affected range from vice presidents of contact centers and the customer experience (CX) to the workers who interact with consumers via phone, chat, and other channels.
JustCall
MAY 25, 2022
We are happy to announce two more additions to our continuous progress in making JustCall calling – experience and quality – flawless. Select nearest data centers for better call quality ?
Helpware
MAY 24, 2022
Business process outsourcing (BPO) has taken the world by storm. Valued at over $232 billion in 2020 , the BPO market is expected to further rise at an eye-popping 8.5% compound annual growth rate (CAGR) between 2021 and 2028!
Advertiser: Vanilla Forums
Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.
OctopusTech
MAY 24, 2022
No two customers are similar, which makes the cold calling exciting and frightening at times. Even today cold calling is an effective marketing strategy to build a list of prospect contacts who might be interested in your products.
SmartKarrot
MAY 25, 2022
Role: Director of Client Success Location: Lakeland, FL, US (On-site) Organization: Saddle Creek Logistics Services As a Director of Client Success, you will be gaining an understanding of the value drivers for key clients.
JustCall
MAY 26, 2022
Most of the marketers across the globe would be burdened to identify the difference between a contact center and a call center. Since both are the tools for customer service and both include phone mediums, still there are aspects in which these two models differ.
Nuance
MAY 23, 2022
The best collaboration happens when we’re all working together – really listening, being open-minded, and valuing the many perspectives we have. Not only do we learn from each other, but we’re able to do our best work.
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Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.
Avoxi
MAY 23, 2022
5 Common Problems with Multi-Carrier Phone Number Provisioning (& Solutions) A lot can go awry when you're balancing several VoIP providers manually at one time.
Nicereply
MAY 23, 2022
Support leaders are likely to encounter a need to scale their teams at some point in their career. Brendan Ledger , Director of Support at 7shift s, has a three-step framework that sets your team up for success and helps you scale effectively and quickly.
JustCall
MAY 26, 2022
Yes, we killed it! Early this morning, we got this sweet message from Facebook: Your app (i.e. JustCall ) got accepted into Facebook’s FbStart program. Holy smokes!
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