Fonolo

APRIL 8, 2021

FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction. A low FCR rate is often associated with poor agent performance, but it’s often more complex than that. Operations, customer experience, and quality of training are also huge factors that should be considered by management.

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First call resolution Interactive Voice Response Call Center Best practices 129

Contact Center Pipeline

APRIL 8, 2021

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital interaction tools, greater automation of interaction evaluations and the growing importance of agent engagement and satisfaction. We couldn’t possibly have known […].

Contact Center 256

Contact Center Quality management Call Center Technology 256

Nuance

APRIL 8, 2021

Nuance drives to its primary goal of empowering healthcare providers with technologies and solutions that help document and deliver better patient care. Most recently, that commitment contributed to Nuance’s distinction as #1 Best in KLAS for Speech Recognition: Front-End EMR for its Dragon Medical One (DMO) solution. This award recognizes feedback from frontline healthcare providers [.

Healthcare 124

Healthcare Feedback Technology 124

Taylor Reach Group

APRIL 8, 2021

By Turaj Seyrafiaan. Quality versus Efficiency? And the winner is …. Anyone that has ever worked in a contact center, knows the importance of efficiency. In a typical contact center, we measure efficiency from every angle: Number of contacts per hour, Average Handle Time (AHT) , After Call Work (ACW) and Agent Occupancy just to name a few! In fact, contact centers were created to provide efficiency and reduce costs.

Coaching 112

Coaching Contact Center Average Handle Time Wait times 112

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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.

Talkdesk

APRIL 8, 2021

Woof! . This is Caramel, and I am here to end your contact center dog days. I have been at Talkdesk for a year now, where I observed and learned (and took the occasional nap). I now feel ready to share some tips with you humans. Because I’m a dog, I know how to manage stress and not take life too seriously. Put simply: dogs have work/life balance down. .

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Contact Center Personalization Management 99

Spearline

APRIL 8, 2021

Today’s users have very high expectations regarding the quality of phone calls, and there are many issues that can occur with a voice connection, including packet loss. When problems occur we often tend to ‘drop the call’ and quickly try to reconnect, hoping for a clearer connection. Businesses depend on clear communication channels in their customer interactions and more and more are taking a truly proactive approach to audio quality management.

voip 92

voip Telecommunications Wireless Quality management 92

Toister Performance Solutions

APRIL 8, 2021

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. "We're working on ways to Wow our customers." It's a message I receive from a lot of subscribers to the Customer Service Tip of the Week, my free weekly email.

Advertising 87

Advertising Customer Service Contact Center Customer Experience 87

Nicereply

APRIL 8, 2021

Emails are a great way for any business to build and maintain relationships with customers. Looking to give your emails and macros a little bit more depth, personality, and thoughtfulness? Together with Influx , we have compiled 25 of our favorite customer service email templates for both delicate and often-repeated customer service interactions. In this blog post you will find 25 customer service email templates: Welcome email.

Customer Service 88

Customer Service Feedback Banking Surveys 88

Nuance

APRIL 8, 2021

This blog post was created by Nuance guest blogger, Daniel J. Sullivan, MD, JD, FACEP A 2020 study by Newman-Toker, et al. identified that 15 diseases account for about half of all serious misdiagnosis-related harms. The research focused on the “Big Three” categories of vascular events, infections, and cancers and found that 10% of patients [.

Accountability 84

Accountability Healthcare 84

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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

Surveys

LiveVox

APRIL 8, 2021

Quality management in the contact center has been around for decades. Unfortunately, some of the call quality scorecards being used today include the same criteria that were used at the outset of quality monitoring. In my nearly 20 years of experience, I’ve seen many organizations embrace and implement quality management programs, but still not see […].

Consulting 77

Consulting Consulting Quality management Contact Center 77

VirtualPBX

APRIL 8, 2021

Our new e-book, Managing Remote Teams , is coming to a close. With the release of Chapter 6 that we’re announcing today, this marks the penultimate topic in our collection. In this next-to-last chapter, you can read all about remote team morale and how you can sustain a positive work atmosphere while employees are spread across the country. Did you know that many studies show overall work performance and productivity being much higher when employees work remotely?

Morale 69

Morale Personalization Management 69

Inbenta

APRIL 8, 2021

Over the last decade, especially during the Covid-19 pandemic, companies have grasped the importance of intelligent automation and have accelerated the deployment of these services to increase productivity and customer satisfaction while saving resources. Intelligent automation consists of techniques that accelerate business processes while maintaining high-quality services.

Advertising 69

Advertising Analytics Chatbots Sales 69

Interactions

APRIL 8, 2021

It’s hard to believe that there was once a time that businesses operated solely in-person. Other than the occasional phone call to customer service, almost all interactions with a brand occurred in the store. Today, there are businesses that operate only online, and others have a mix of both in-person and digital experiences. In this blog, we will break down how a digital experience impacts a brand’s overall perception and performance, and where companies should focus their efforts moving forwar

Journey mapping 62

Journey mapping Best practices Technology Personalization 62

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

Jon Arnold

APRIL 8, 2021

Got another webinar coming up, this one sponsored by Lumen Technologies , and hosted by Spiceworks Ziff Davis. I’ll be presenting on UCaaS trends and drivers, along with reviewing the associated security risks. After that, I’ll be joined by two speakers from Lumen for a more in-depth discussion about security. Details are here if you’d like to join us - next Wednesday, Apri 14 at noon ET.

Technology 65

Technology 65

GetFeedback

APRIL 8, 2021

Become a CSAT expert with our comprehensive 4-week email course.

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Edify

APRIL 8, 2021

New from the April issue of Contact Center Pipeline. Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom of the mid-1990s and early 2000s. From “we need to concentrate more” to “we need to collaborate more.

Contact Center 53

Contact Center Customer Service Customer Experience 53

Quiq

APRIL 8, 2021

Quiq Has Acquired Snaps, A Leader In Conversational AI Share This Story I couldn’t be more thrilled to announce that Quiq has acquired Snaps ! Together, the Quiq and Snaps teams have unsurpassed experience in asynchronous messaging and deep expertise in Conversational AI. We will be an unstoppable force in the digital transformation of customer communications!

Chatbots 52

Chatbots Enterprise Marketing Technology 52

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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

Spearline

APRIL 8, 2021

In this video you will see Spearline Voice Assure in action and how the features will give you more control over your business phone numbers. Contact Spearline today for a free live trial. About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services.

Management 52

Management 52

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center. This experience is affected by several factors, including processes, training, and technology.

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Call center experience Call Center Average Handle Time call center software 52

JivoChat

APRIL 8, 2021

Contrary to what many may believe, business is no longer about products or driving profit—it’s about customer engagement. 81% of marketers expect to compete almost entirely based on the customer experience. Customer engagement tools are the key to a profitable customer experience. Unfortunately, many companies are simply overwhelmed by the myriad of different user engagement tools now available.

Sales 52

Sales Chatbots Brand ambassadors Surveys 52

Merchants

APRIL 8, 2021

A new report by Ryan Strategic Advisory today identified South Africa as the world’s Most Favoured Customer Experience (CX) Delivery Region. The post Why SA was voted 2021’s Most Favoured CX Delivery Region appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Business Process Outsourcing outsourcing Customer Experience 52

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!

Feedback

Quality Contact Solutions

APRIL 8, 2021

By Marcia Jenkins, Senior Operations Manager. We all want to get a good ROI so how do we offset the cost of the call center? The front-line agents can make or break your investment in telemarketing efforts , so how can you be sure the center handling your client base are going to help your business? Here are a few ways to keep call center pricing down, so you can keep your ROI high.

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Call Center Telemarketing Morale call center solutions 52

CSM Magazine

APRIL 8, 2021

Let’s begin with a definition of what constitutes a false economy. Where you invest in a solution that on the surface promises to minimise resource expenditure but results in greater expenditure over time, the result is a false economy. How does this relate to HR software? When you invest in HR software, the aim is to streamline and automate some of the more straightforward administrative tasks that currently dominate your HR team’s day.

Education 52

Education Technology Personalization Management 52

Influitive

APRIL 8, 2021

Next week, the Product Marketing Alliance will be hosting their first-ever Customer Marketing Summit and Influitive is a proud sponsor of this event. We’re even more proud of the fact that one-third of the event sessions feature Influitive customers. Customer marketing and advocacy is more important than ever. Our 2020 State of Customer Marketing survey […].

Marketing 52

Marketing Surveys Customer centricity 52

The Petrova Experience

APRIL 8, 2021

There are two types of leaders (and organizations) that stand to benefit most from improving employee experience. The first kind have 40% or higher turnover and think their frontline employees have a culture problem. The second have 40% or higher growth rate and think they can scale their great culture without help like ours. The reality is, culture starts at the top and frontline employees are only reflecting the culture of the organization and the behaviors of the leadership ranks.

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Employee engagement Surveys Customer retention Consulting 64

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

Journey mapping

SmartKarrot

APRIL 8, 2021

It is hard to acquire new customers and that is a known fact. To ensure that customers are retained, they need to like the product and be loyal to it. And the latest buzzword is product-led growth. Product-led growth is one where the key growth facilitator is the product itself. This means a shift to a product-led strategy leads to customer success.

Education 10

Education Metrics Customer centricity SaaS 10

CSM Magazine

APRIL 8, 2021

If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of th

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Customer Service Advertising Airlines Government 110

Expivia

APRIL 8, 2021

There are a lot of benefits to virtual work at home call centers. It’s a great concept for your stay-at-home parents and students to work without the struggle of commuting. And, it can also benefit your call center’s performance. But, you need to set it up right to truly make it successful. Use these tips and advice to create your own virtual call center right in your home.

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Call Center virtual call center call center software Contact Center 98