For more information, In the newest episode of the Spearline Podcast, Kees and Josh are joined by Chief Marketing Officer Mike Palmer as a co-host! In this episode we talked to Spearline’s Chief Of Operations - Colman McCaffrey, Procurement Manager - Elijah Cass and Service delivery manager Eimear Collins. We chatted with them on how operations dealt with staff needing to work from home, the challenges they faced and how the working environment could be forever changed. MORE
Contact Center Pipeline
JUNE 18, 2020
The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences. As such, contact center execs are asking themselves, “Can we meet these goals with the communications solution we already have in place?” Moving to the Cloud—When, Not If With the […].
Toister Performance Solutions
JUNE 18, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "I'm sure he's stealing," said the manager. "But I can't fire him." I was working for a parking management company at the time, and visiting with the manager of a busy hospital location.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Interactions
JUNE 18, 2020
Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center. But with an increasing focus on technology, it can seem like live agents are getting left behind. .
Callminer
JUNE 18, 2020
Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated.
Advertisement
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.
Steve DiGioia
JUNE 18, 2020
How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions. Just as with other business tasks, there must be a clear-cut chain of responsibility on who will complete any given assignment, especially one that is important to the success of your business.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Liveops
JUNE 18, 2020
Working from Home Vs. Virtual Work: Which Is the Better Option for You and Your Business? Words like “work” and “home” don’t mean what they used to. Today, millions of people do their jobs in the same places they live their lives. They can measure the distance to their offices, not in miles, but steps. They can wear practically anything to work (as long as the camera’s off).
Spearline
JUNE 18, 2020
For more information, In the newest episode of the Spearline Podcast, Kees and Josh are joined by Chief Marketing Officer Mike Palmer as a co-host! In this episode we talked to Spearline’s Chief Of Operations - Colman McCaffrey, Procurement Manager - Elijah Cass and Service delivery manager Eimear Collins. We chatted with them on how operations dealt with staff needing to work from home, the challenges they faced and how the working environment could be forever changed.
OrecX
JUNE 18, 2020
Oreka AC ( Audio Capture ) provides stereo/dual channel audio recording which meets the broadest set of use cases to achieve better analytics results. Due to the open nature of OrecX and it's REST API, you also have full access to and control of your voice data to help you share it seamlessly with your speech analytics, business intelligence and/or artificial intelligence solutions.
Nicereply
JUNE 18, 2020
Each of these metrics asks a different question and aims to address a different part of the experience you provide. Every business, product, and support team is bound to have some quirks and weak spots. Some, you know about, but some remain yet to be discovered. But guess what. Oftentimes your customers discover things about your product still hidden to your team.
Advertisement
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
VirtualPBX
JUNE 18, 2020
It’s time to switch phone service providers, but you don’t want to lose the phone numbers associated with your business. Don’t worry. Phone number porting lets you transfer those numbers and keep your business branding intact. The Phone Number Porting Process. Phone service providers like VirtualPBX can accept phone numbers from other providers by using the porting process, which involves the exchange of information from one carrier to another to establish ownership and usage of a phone nu
bold360 Blog
JUNE 18, 2020
It used to be so easy. You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. Today, though, that approach almost never works. For one thing, social distancing keeps people from engaging face to face any more than they have to. But the problem runs deeper than COVID.
Tethr
JUNE 18, 2020
Our last post’s breakdown of the Tethr ABCs , introduced the Agent side of things and how a large Fortune 500 telecommunications company is using the Tethr Effort Index (TEI) to help agents improve handling of tough customer situations and to upgrade the overall customer experience. Throughout the organization as a whole, TEI helps companies in all areas from (A)gent to (B)usiness to (C)ustomer.
Liveops
JUNE 18, 2020
The traditional job you had may not be the remote job you want. Looking for a job that lets you work from anywhere? I have some good news: it’s never been easier to find remote work. Your soft skills can be the key to your next career. . As companies around the world transition from in-person, brick-and-mortar office environments to virtual workforce models, jobseekers can access all kinds of opportunities to work from their own spaces and on their own terms.
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.
Concentrix
JUNE 18, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, the United Kingdom, Spain, and Brazil took steps to mitigate the economic impact of the pandemic. Several European countries entered into agreements with pharmaceutical companies to buy potential vaccines and the Honduran president is hospitalized after testing positive.
Guru
JUNE 18, 2020
While enabling people across an organization to easily find and share the knowledge needed to do their work may seem like a no-brainer, it’s surprisingly hard to get right - and increasingly critical to business success. At our recent Remoticon event, we dug into this topic to unpack what it takes to build a truly knowledge-driven culture , and were thrilled to learn from one of the foremost experts in this space, Dana Tessier, Director of Knowledge Management at Shopify.
VocalCom
JUNE 18, 2020
Cloud has been crucial to maintain business continuity and facilitate remote working during the COVID-19 health crisis. The businesses that had already transitioned to this new environment are reaping the benefits. Those who haven’t are learning, at their expense, that Cloud is not just a ‘nice to have’ but is an essential tool for survival today – and tomorrow.
Talkdesk
JUNE 18, 2020
This is a guest blog from Amanda Verner, Marketing Manager at ProcedureFlow , a Talkdesk AppConnect partner. ProcedureFlow makes your employees experts faster. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual.
Advertisement
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.
SmartAction
JUNE 18, 2020
Meet 7 different brands from our video roundtable who shared their different experiences with AI-powered virtual agents. Aarde @ TechStyle Fashion Group. “When someone calls in, the first thing they hear is, “Thank you for calling JustFab, how may I help you?” They don’t have to say the word “shipping,” they don’t have to say the number “one,” they don’t have to listen to a front door where it’s prompting them for types of things
ConvergeOne
JUNE 18, 2020
Everise is an award-winning experience company with over 12,000 global agents, servicing over 20 languages, delivering CX transformation to enterprises from the Fortune 500, to the world’s most beloved unicorns, to high growth tech startups.
TeamSupport
JUNE 18, 2020
In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships during uncertain economic times. But what about existing customers? It can be difficult to pinpoint exactly which businesses will be impacted the most and to what level they will need to alter budgets. Here are some tips for working with current customers during uncertain economic times: Reach out and check in on each B2B customer – Every company is different, and
LiveVox
JUNE 18, 2020
The Future Of CRM And Why It Starts With The Customer While becoming more “customer-centric” is a goal for most contact centers today, few look beyond basic improvements to their customer service operations to achieve it. However, by the time the customer reaches the support organization, they may have interacted with the business along several. The post The Future Of CRM And Why It Still Starts With The Customer appeared first on Livevox.
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!
Nuance
JUNE 18, 2020
It’s the classic question in customer service: how do you turn the contact center from a necessary yet expensive part of your organization into a source of value and exceptional customer experiences? As part of our Creating Compelling Customer Conversations series, I recently caught up with Mark Wessel, Product Owner for Conversational at KPN, to [.
Spearline
JUNE 18, 2020
In the newest episode of the Spearline Podcast, Kees and Josh are joined by Chief Marketing Officer Mike Palmer as a co-host! In this episode we talked to Spearline’s Chief Of Operations - Colman McCaffrey, Procurement Manager - Elijah Cass and Service delivery manager Eimear Collins. We chatted with them on how operations dealt with staff needing to work from home, the challenges they faced and how the working environment could be forever changed.
Influitive
JUNE 18, 2020
Why can’t a customer advocacy platform be used to drive engagement with prospects? That’s what many of our customers have been asking us lately, particularly in light of the global pandemic and their apprehension of trying to drum up new business in the middle of it using traditional demand generation methods. I can’t think of […]. The post Five Reasons to Use Your Customer Advocacy Platform as a Prospecting Engine appeared first on Influitive.
Spearline
JUNE 18, 2020
For more information, In the newest episode of the Spearline Podcast, Kees and Josh are joined by Chief Marketing Officer Mike Palmer as a co-host! In this episode we talked to Spearline’s Chief Of Operations - Colman McCaffrey, Procurement Manager - Elijah Cass and Service delivery manager Eimear Collins. We chatted with them on how operations dealt with staff needing to work from home, the challenges they faced and how the working environment could be forever changed.
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
FluentStream
JUNE 18, 2020
With FluentStream Live Manager, anyone can direct calls and join conversations with the ease of a trained office manager. WHAT IS LIVE MANAGER? Live Manager is a phone system dashboard that allows you to transfer calls, join conversations, and see. Read More.
Skybridge
JUNE 18, 2020
Superior customer experience, 100% compliance, and dramatically reduced costs. When we introduced SkyAI last year, I talked about how, thanks to this innovative Artificial Intelligence solution, we were able to deliver efficiency without sacrificing the magic of the human touch. Now seems like an important time to revisit why that is more important than ever.
Maru Group
JUNE 18, 2020
Sports – like most industries – is changing. UK fans aren’t as connected with sports, especially football, as they were four months ago. The break in the season and the on-going impact of social distancing measures appears to be having a negative influence on our sporting consumption. According to the latest Maru/Matchbox data, a sizeable 70% of fans have paused their paid-for TV sport subscriptions since the start of the coronavirus pandemic.
Expert insights. Personalized for you.
105 
Let's personalize your content