Fonolo
MARCH 30, 2021
Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. If you’re looking for tips to improve your call abandonment rate, you’ve come to the right place. Here are some tips to help you get started.
Totango
MARCH 30, 2021
If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?
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Conversocial
MARCH 30, 2021
A term many may not have come across is m-commerce, or mobile e-commerce. Today, most people’s smartphones are essentially an extension of their hands. On average, we spend around 3 hrs 15 minutes a day using them. So, it’s no surprise that Business Insider is forecasting in the US m-commerce will account for $488bn, or 44% of online sales by 2024. With Apple boasting more than 1.5bn monthly active devices on iOS, Apple Business Chat (ABC) is perfectly placed for brands to capitalize on the incr
Zendesk
MARCH 30, 2021
Here are the newest integrations from Zendesk to help your team provide great experiences. Mavenoid. Mavenoid (Support) combines self-service and live support in one, so companies can effortlessly support their customers in every step. From installing, to using, to troubleshooting their products. Mavenoid’s self-service solves repetitive requests before they reach your human support team.
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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.
Experience Investigators
MARCH 30, 2021
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article that follows.
DMG Consulting
MARCH 30, 2021
Contact Centers’ Digital Transformation Has Only Begun. March 30, 2021 By Donna Fluss. View this article on the publisher’s website. COMPELLED by the pandemic and its ramifications for their businesses, executives sent their employees home to work. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
1 to 1
MARCH 30, 2021
The growing remote work culture has business leaders looking for the best talent not only in their locality but across continents. The rise of the open talent economy , remote work, and globalization has leveled the playing field: now you must decide which outsourcing option is right for you. What is onshoring? We begin right at home. Onshoring is when an organization outsources services and functions from within its own country.
SugarCRM
MARCH 30, 2021
Gartner, the global research and advisory firm, reported in June 2019 that the market for customer relationship management (CRM) software grew 15.6% in 2018. That’s tremendous growth in just one year, and according to the firm’s research, CRM software is the largest and fastest-growing enterprise software application category. With statistics like these, it’s easy to understand why the growth of CRM has exploded among businesses in all types of industries —in particular, manufacturing, finance,
Qualtrics
MARCH 30, 2021
Embedding DEI across the organization drives better outcomes for all. But too often, DEI initiatives become siloed without creating impact. Here’s how to stay on track and create lasting change. Discover the Korn Ferry DE&I Compass, powered by Qualtrics XM. Diverse, equitable and inclusive organizations outperform their peers where it matters most – against metrics like growth, time-to-market, profitability and innovation.
Comm100
MARCH 30, 2021
Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment. Companies across industries slashed their budgets to accommodate the economic downturn, all while scrambling to meet new health guidelines and escalating customer demands.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Comm100
MARCH 30, 2021
When it comes to customer service, everybody appreciates a first time, single contact resolution – the customer asks their question, and they get their answer on the spot. However, not every inquiry can be resolved so easily. Often, a customer’s question or complaint will require follow-up from the agent. Maybe the customer service representative has to contact the billing department to get insight on a payment error.
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