Taylor Reach Group

JANUARY 17, 2020

by JD Fairweather. For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas for immediate focus that will position your workforce for success in 2020 and beyond.

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Contact Center Employee engagement Consulting Consulting 111

Advantage Communications

JANUARY 17, 2020

The be-all and end-all of your organization is customer service. Whether your business is customer facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability. Finding ways to improve your customer service strategy, however, can be difficult. Many organizations don’t have the resources, budget or investment necessary to implement a truly modernized in-house customer service program.

Call Center 64

Call Center Customer Service B2B outsourcing 64

Hodusoft

JANUARY 17, 2020

An effective communication system is of paramount importance to manufacturing industries if they are to deliver exemplary customer experiences in addition to improving internal communication and collaboration. Given that many enterprises follow a decentralized model with head office in one location, manufacturing in one or more locations, customer service in yet another location and sales office in several areas the need for a superior communication system assumes more importance.

call center software 52

call center software Call Center Interactive Voice Response Analytics 52

Beyond Philosophy

JANUARY 17, 2020

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. There are many reasons why it has come to this point. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.

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Consulting Consulting Customer Experience Marketing 300

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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.

ShepHyken

JANUARY 17, 2020

This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession. In the summer of 1999, two teenagers changed the music business almost overnight … and forever. The code written by Sean Parker and Shawn Fanning enabled people to download music at no cost.

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Real estate Finance Marketing Customer Experience 274

Aspect

JANUARY 17, 2020

At the beginning of November, I purchased an indoor rowing machine. About a week after I bought it, I learned that rowing manufacturer offered an online logbook to track meters rowed and there was a challenge starting soon. For the Holiday Challenge, participants were presented with the goal of rowing 10 0,0 00 meters between Thanksgiving and Christmas Eve.

Gamification 144

Gamification Contact Center Surveys Management 144

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Let’s take an example. In 2017 a shocking incident came to light when it was reported that a 69-year-old Kentucky doctor, David Dao, was forcibly deboarded from a flight. .

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Customer Service Feedback Surveys Customer Support 146

TeleDirect

JANUARY 17, 2020

Any business relies on its call center to handle customer communication, field inbound calls, execute market-friendly outbound strategies, and more. But how do you know everything is working as intended? It all starts with a call center quality assurance system. Without these metrics and key performance indicators (KPIs), it’s hard to tell if you need to make minor tweaks or implement a major overhaul.

Best practices 93

Best practices Call Center Business Process Outsourcing Entertainment 93

Pipkins

JANUARY 17, 2020

All large purchases we make in our lives, be it cars, houses, cameras, phones, or virtually any product in which choices are available, should be compared to one another. The same applies to your workforce management software. Set A Budget. As a reasonable consumer, you wouldn’t make a significant purchase until you found a product that works best for you.

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Management Customer Service 72

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.

Customer Experience

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation.

Best practices 72

Best practices Accountability Upselling SaaS 72

CSM Magazine

JANUARY 17, 2020

The needs of car insurance customers have never been so complicated. They need good coverage at fair prices and easy ways to filing claims with minimal amount of paperwork and back-and-forths. An increasing number of insurers are offering additional services such as roadside assistance to differentiate themselves. The industry, while more incumbent heavy, is also not safe from the rise of startups.

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Customer Care Accountability Customer Support Customer Service 52

ChaseData

JANUARY 17, 2020

When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism? Here, we’ll examine the most important outbound call center KPIs and help you and your team make sense of how - or if - they apply to your center.

Call Center 52

Call Center Contact Center Management 52

Quadient

JANUARY 17, 2020

In December 2019, Quadient hosted an analyst day to offer a preview of our R14 release and share our ambitions to use our CCM leadership and innovation capacity to enter the CXM market. After the event, Marci Maddox and Alan Webber from IDC wrote a summary that we made available to you on the Quadient website.

Marketing 49

Marketing 49

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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.

Self service

pindrop

JANUARY 17, 2020

Defending the phone channel presents various challenges, especially due to the fact it is grounded on human interaction. Fraudsters know the call center is the weakest link compared to other potential avenues in most enterprises. As security technology has evolved over the years, fraudsters have followed closely behind – adapting to continue to obtain the information that drives their own bank accounts. .

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Enterprise contact center solutions call center solutions Banking 52

Customers That Stick

JANUARY 17, 2020

Welcome to our second one-minute series: Answering Your Customer Service Job Questions. If you’re working in customer service or are interested in customer service as a career, this series is for you. As a customer service expert, I wanted to try to answer some the questions that people ask about what working in customer service is like. Should I go into customer service at all?

Customer Service 15

Customer Service 15

NICE inContact

JANUARY 17, 2020

The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference. The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.

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call center software Call Center Contact Center Best practices 12