For more information, In the latest episode of the Spearline Podcast, Kees and Josh are joined by the owner and founder of Screenzest Michel Colaci. We discussed the benefits of different communication services such as Fax and SMS messaging, how they benefit businesses, and more. Michel also provided further insight into Screenzest and his role with the company. MORE
Contact Center Pipeline
OCTOBER 14, 2020
In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to go to the cloud? Or what if you want to leverage what you’ve already got? Here are 5 key decisions to […].
Myra Golden Media
OCTOBER 14, 2020
The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.
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CCNG
OCTOBER 14, 2020
What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination? Darrius Jones recently led a Town Hall conversation with members to discuss the critical steps in the journey to the next normal of hybrid work for contact centers including – - The Reaction and Response to the pandemic crisis and how to shift back to the office contact center - The Redesign and Rework process, identifying groups that will remain remote workers, workers go
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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.
Integrity Solutions
OCTOBER 14, 2020
The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Taylor Reach Group
OCTOBER 14, 2020
By Colin Taylor. In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)? In short, what is their experience? Do they share their knowledge, through articles, posts, speaking at events?
LiveVox
OCTOBER 14, 2020
Providing quality customer service is paramount to running a successful contact center. Disgruntled customers are more likely than happy customers to tell people about their experience This statement is based on a study conducted for Coca Cola by TARP in 1980. However, in 2020 the amount of people a dissatisfied customer has the ability to […].
Talkdesk
OCTOBER 14, 2020
The economic downturn caused by the coronavirus is bringing back a part of the 80s no one was feeling nostalgic about: the spike in debt. Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt.
JustCall
OCTOBER 14, 2020
Did you know when is the toughest test for a customer service agent? Well, that's when handling an angry customer. Customers that are at the peak of their emotions and not ready to listen to any of your answers. Every word by you will be considered merely defensive unless they practically see their matter solved. In this blog post, we share strategies on what to do when dealing with irate customers, including tips, examples, and personal guidance to turn the difficult interaction around.
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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
GetFeedback
OCTOBER 14, 2020
How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales.
TeamSupport
OCTOBER 14, 2020
In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. Now in Part 2, we dive into tips for enabling collaboration and engagement among support team members.
Spearline
OCTOBER 14, 2020
For more information, In the latest episode of the Spearline Podcast, Kees and Josh are joined by the owner and founder of Screenzest Michel Colaci. We discussed the benefits of different communication services such as Fax and SMS messaging, how they benefit businesses, and more. Michel also provided further insight into Screenzest and his role with the company.
NobelBiz
OCTOBER 14, 2020
Steve Bederman was invited on the Customer Experience Superheroes podcast, moderated by Christopher Brooks, where he shares his lifetime experience in the contact center industry and discusses the crucial difference between Leadership and Management. The post Steve Bederman: The World Is Built on a Consumer-Based Approach to Relations appeared first on NobelBiz®.
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.
FreshGrade
OCTOBER 14, 2020
Increased demands on teachers call for high-impact practices that empower and engage students in all new ways. In FreshGrade Connect, the world’s most powerful portfolio is built for meaningful student reflection no matter if you’re teaching remotely, in the class, or both. Student reflection on their learning experiences is referred to by some educational researchers as the “meta high-impact practice” (Eynon & Gambino, 2017), the “one High Impact Practice to rule them all.”
Influitive
OCTOBER 14, 2020
Customers are hungry for meaningful interactions – both with your brand and with other customers – and community managers need to make the experience simple and painless. If a large portion of your customers are sitting on the sidelines, it’s because you don’t yet have the right tools and timing to motivate them on their […]. The post Gamification Alone Can’t Modernize Customer Communities appeared first on Influitive.
Expivia
OCTOBER 14, 2020
All day long I could talk about why you should outsource. Today I will be playing devil’s advocate and give you ten reasons as to why you shouldn’t outsource your call center. These are some of the reasons why outsourcing fails, why your experience with an outsourcer could be miserable, why you should always keep your options open. 1. You Do Not Understand Call Center Metrics.
OrecX
OCTOBER 14, 2020
According to Gartner Group, "71% of contact center agents are currently working from home." Gartner also reports that "35% of the customer experience workforce will work from home by 2023, up from 5% in 2017.". "When COVID-19 hit, most CX organizations did not have plans for enabling staff to work from home," according to CIO.com. "Within days of shuttering call centers, companies had to have CX professionals fielding customer calls remotely.
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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.
Concentrix
OCTOBER 14, 2020
Learn how a leading mobile telecom brand is using Apple Business Chat to build a stronger bond with its customers and improve its business results. The post Shift to Apple Business Chat Cuts Handle Time and Repetition appeared first on Concentrix.
Hero Digital
OCTOBER 14, 2020
The pandemic has upended nearly all aspects of life but perhaps one of the most interesting relationships being put in the spotlight is the one we have with our health and, by proxy, our healthcare providers. Unlike other industries where the pandemic forced people who would prefer in-person interactions to digital, when it comes to healthcare, it’s not necessarily that people didn’t want to interact digitally, but that telehealth wasn’t widely available as an option pre-COVID.
Spearline
OCTOBER 14, 2020
In the latest episode of the Spearline Podcast, Kees and Josh are joined by the owner and founder of Screenzest Michel Colaci. We discussed the benefits of different communication services such as Fax and SMS messaging, how they benefit businesses, and more. Michel also provided further insight into Screenzest and his role with the company. Tune in now to catch up with all the latest Spearline news and developments!
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!
Cincom
OCTOBER 14, 2020
For marketing, digital transformation has always been about data. Data has been the essential raw material used to identify market segments, market size, audience, buyer preferences, message content, contact qualification and all the other metrics and values required to market a product. Marketing departments have struggled over the years to get the data they need and also to refine that data into something usable.
Calltools
OCTOBER 14, 2020
Call centers face a lot of competition from companies around the world. Reaching and maintaining an excellent level of service has become increasingly difficult now that so many agents work remotely. Leveraging the benefits of live call monitoring, however, could help you surpass your previous KPIs. What Is Live Call Monitoring? Live call monitoring gives managers and trainers the ability to listen to call as they happen without letting employees know.
Ameyo
OCTOBER 14, 2020
After IRDAI gave the nod to insurers for Video KYC, now PFRDA has allowed the intermediaries for Video KYC. In addition to paperless and presence-less KYC in the insurance sector, now PFRDA permits video-based authentication methods to onboard new customers, making it easy to open an NPS account, withdrawals, or processing any other service. To … PFRDA allows intermediaries for Video KYC Read More » The post PFRDA allows intermediaries for Video KYC appeared first on Ameyo.
C Space
OCTOBER 14, 2020
The Brand Move Roundup – October 14, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
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
Knowmax
OCTOBER 14, 2020
Standard operating procedures (SOPs), adherence, and extraordinary results.
SmartKarrot
OCTOBER 14, 2020
Role: Vice President of Customer Success – Financial Services Location: Chicago, IL, US Organization: XSELL Technologies XSELL Technologies seeking a Vice President of Customer Success to support the Financial Services Industry. In this role, you will develop and foster executive level relationships with clients. Execute on objectives and grow XSELL’s footprint within customer ecosystems by expanding revenue in accounts through cross-sell/upsell.
Knowmax
OCTOBER 14, 2020
How to reduce average handle time in a contact center.
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