Babelforce
DECEMBER 1, 2020
First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds of contact) that result in a resolution with no follow-up call necessary. This post will discuss several best practices to improve your First Contact Resolution rate. We’ll look at a few examples to FCR and how you can overcome them.
Totango
DECEMBER 1, 2020
Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared to short-term clientele, but long-term customers boost brand image and are more likely to provide word-of-mouth advertising to their peers. A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results.
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ShepHyken
DECEMBER 1, 2020
How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience. Top Takeaways: Now more than ever, it’s incredibly important to pay attention to your digital customer experience.
CX Global Media
DECEMBER 1, 2020
Nick Friedman: I wasn’t going it alone Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Nick Friedman Show Notes Page Nick Friedman started to franchise his company, College Hunks Hauling Junk in 2008, and then the economy collapsed. Nick and his partner struggled to move on. Then he found […]. The post Achieving Rapid Growth from Employee and Customer Experience appeared first on CX Global Media.
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Contact Center Pipeline
DECEMBER 1, 2020
Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge. Given the current COVID circumstances, I believe that the 2020 findings remain […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Peter Lavers
DECEMBER 1, 2020
Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “let’s deliver this (other) project first” reasons for delay. Particularly if it’s a digital initiative, upon which so much transformation is dependent upon these days.
Fonolo
DECEMBER 1, 2020
If you thought you could automate the voice channel out of the contact center, you’ve got another thing coming. The present and future of the contact center is voice. Ignore this advice at your (CSAT rating’s) peril. Discover all the latest contact center trends: Read Contact Center Trends 2021. For many years, tech companies waged war on the lowly telephone contact agent.
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
Concentrix
DECEMBER 1, 2020
Fremont, Calif., December 1, 2020 – Concentrix Corporation (NASDAQ: CNXC), a leading global provider of customer experience (CX) solutions and technology, announced today that it has completed its separation from SYNNEX Corporation (NYSE: SNX) and is now an independent, publicly traded company listed on the NASDAQ stock market under the ticker symbol “CNXC”.
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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
Aspect
DECEMBER 1, 2020
For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years. Along the way, these organizations have been by our side, collaborating to provide product input and feedback, partnering with us to advance and continuously improve our contact center portfolio into the industry-leading, fully featured contact ma
TeleDirect
DECEMBER 1, 2020
Improve Contact Center Performance: 5 Tips from Call Center Experts. Is your call center currently an asset? Most companies regard their contact portal with ambivalence, but make no mistake – a well-run call center is a must-have for today’s multi-channel client communication needs. From handling after hours and overflow demand to direct response capability and more, your call center is much more than an answering service.
DMG Consulting
DECEMBER 1, 2020
2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Below are 6 positive mega trends that emerged during the dark hours of the pandemic; all of these trends are here to stay and will continue to play an important role in contact centers for the foreseeable future: Work-from-home – When the pandemic hit country
Talkdesk
DECEMBER 1, 2020
More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.
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.
TeleDirect
DECEMBER 1, 2020
The Dual Meanings of WFH: Work from Home…and Work for Health(y Company Culture)! Even before COVID-19, the workplace was already trending toward a work-from-home reality. For employees, the flexibility accommodates a variety of lifestyles at any age – young professionals, experienced managers, and everyone in between. For employers, a WFH culture enables superior talent retention.
TELUS International
DECEMBER 1, 2020
Emerging as the self-service customer support channel of the future, discover all the CX benefits of implementing a visual IVR system.
DMG Consulting
DECEMBER 1, 2020
Question: What information should we include in a job description? Answer: A job description (JD) is an important tool for defining and communicating the functions and responsibilities associated with a particular position in an organization. It also serves the very important function of compelling the hiring manager to specify and document the requirements and skills needed for prospects to perform the job.
Hello Customer
DECEMBER 1, 2020
COVID has accelerated the shift to a more digital world. Of course, we were already moving towards an increasingly digitized way of living. But 2020 has pushed many organizations to increase their e-commerce efforts. The pandemic has affected how, what and where we buy. These changes in consumer behavior are likely to stay. So, in a time where customers expect to be serviced as well online as offline, what aspects of your online business should you invest in first?
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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.
Satrix Solutions
DECEMBER 1, 2020
More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions, and Steve Bernstein, CEO and Founder of Waypoint , discuss key ingredients for maturing your customer-centric
C3Centricity
DECEMBER 1, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
VirtualPBX
DECEMBER 1, 2020
There’s a lot of flexibility with our Business SMS feature that lets you send and receive SMS text messages as part of your Advanced and Enterprise VirtualPBX Plans. You can keep texting constrained to your personal devices and send replies in a one-to-one manner with your customers. Or you can attach inbound text messages to Zapier workflows to automate their receipt and your company notifications, use the VirtualPBX API to return your messages through a third-party program like Airtable, and s
Totango
DECEMBER 1, 2020
Hi there, I hope all of you had a great weekend, and for those who celebrated Thanksgiving, I hope you got some additional rest and relaxation. We are almost at the end of this special weird year moving swiftly towards 2021. Before we get to the new year, we still have some great functionality we would like to deliver by the end of 2020. New Totango usage analytics will allow admins and users to report the usage and performance of the team.
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!
Jon Arnold
DECEMBER 1, 2020
Tomorrow, our ongoing series about the AI opportunity for consultants continues with Part 4. I’ll be providing a recap of the key themes covered from the earlier sessions, as well as my outlook for 2021. Joining me will be Tracy Fleming from Avaya, who will address specific AI use cases in the contact center, and as always, the sessions will be led by Steve Leaden.
Strikedeck
DECEMBER 1, 2020
Vincent Manlapaz, in an interview with Tom Kiriakou shares the importance of why an organization needs to operate in the heart of transparency, relevancy, and continuous improvement. Tom believes, “competition is not our adversary, the unnecessary complexity in our processes is the problem.”.
CSM Magazine
DECEMBER 1, 2020
Customers expect immediate results but they also crave the personal touch. Abbie Heslop of EBI.AI discusses how artificial intelligence (AI) can help to achieve the right balance. Changing expectations are driving the need for a faster, more personalised and memorable customer experience (CX). Therefore, organisations are looking to implement an innovative mix of channels and technology to make it happen.
NobelBiz
DECEMBER 1, 2020
"Would you recommend this brand to anyone? " It is on this simple question that contact centers rely on to measure their customers' satisfaction. Hence the key role of the NPS Score. The post NPS, A Key Element of Customer Service Excellence appeared first on NobelBiz®.
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
NICE inContact
DECEMBER 1, 2020
The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.
LiveVox
DECEMBER 1, 2020
When it comes to contact center infrastructure, the cloud is where it’s at. Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future. The number of seats in the cloud-based contact center infrastructure marketplace grew by 20% […].
Jon Arnold
DECEMBER 1, 2020
Another fairly light month on the writing front, but was plenty busy on other fronts. That said, here’s what I was writing about during November. Pandemic Implications for CX and the Contact Center , Upstream Works, Nov. 18 UC Analytics Mature to Verify Business Value , TechTarget, Nov. 17 A Change Is Gonna Come: Reflections on Slack, Twitter, Zoom , No Jitter, Nov. 10.
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