Wed.Jun 23, 2021

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Do your calls have connection issues - A typical day as a call center agent

Spearline

You don't know about the calls that never connect but with Spearline you can be safe in the knowledge that all your customers are able to connect to your agents when they need to. With Spearline you can monitor and test your lines proactively putting the power in your hands. 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 ser

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Companies’ Responses to COVID Provide Insights into Handling a Crisis

ShepHyken

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel. We are seeing business in most industries returning to pre-pandemic levels. Still, some companies are still struggling.

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EVE Cortex: The first scalable visual AI assistant in the industry

TechSee

The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers. Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay.

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Sporting Goods retailer retains Taylor Reach to support e-commerce experience

Taylor Reach Group

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. (TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace.

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The 2023 Verint Experience Index: Retail

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

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What is Qualitative Data and Why You Should Collect it

Lumoa

Collecting qualitative data is necessary when improving customer experience, and customer service, or when you want to maximize sales, and business growth. While numbers and ratings from research are easy to analyze, businesses require insightful qualitative data to have a complete picture of their customers. What is Qualitative Data? Qualitative data is data that describes qualities, patterns, and characteristics, usually in the form of descriptive words.

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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

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The comprehensive guide to mobile app surveys

GetFeedback

Learn about mobile app surveys, including benefits and types, and how they help you collect customer feedback and optimize your mobile experience.

Surveys 78
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Diversity in Customer Experience: What, Why and How

Lumoa

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. 87% of organizations around the globe state that diversity is a priority area for them to focus on. It’s becoming more and more important to develop and implement these initiatives in your CX team.

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Do bots speak emoji? You bet they do!

NICE inContact

Customer sentiment analysis is one of many AI-powered solutions that's transforming the way contact centers operate. Download Solving for the Human Side of AI in the Contact Center to find out how best-in-class contact centers are leveraging artificial intelligence to produce meaningful business results.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Tech to Transform CX and Drive Sales

Concentrix

Learn how to create better buying journeys that will keep your customers coming back for more. The post Tech to Transform CX and Drive Sales appeared first on Concentrix.

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WFM from A to Z: Must-Know Contact Center Terms

Playvox

The contact center industry is full of specialized terminology, with many contact centers having a jargon all their own. It’s a challenge to keep track of every individual term and its definitions, so we put together a comprehensive glossary of the most frequently used and difficult-to-define words that contact center professionals rely on to make sense of their world at work.

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Future-Proofing Business Transformation: Four Lessons from the Pandemic

CSM Magazine

Over 60 per cent of CEOs surveyed by Gartner revealed they believe digital transformation will spur an economic boom in 2021. To capitalise on this, leaders will need to navigate transformation projects with speed and precision. The good news is that during the pandemic, most companies learnt to drive change initiatives at pace – in fact, over half (59%) fast-tracked transformation projects.

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The TRACED Act: Robocall Litigation Changing Call Centers

Calltools

As someone who owns or manages a call center, you know better than most that poor decisions can ruin a business’s reputation. Bad actors within the call center industry have made it necessary for the U.S. and other countries to pass laws regulating how companies behave. If you fall out of compliance, you risk angering consumers, having your service interrupted, and accumulating hefty fines.

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The Open CCaaS Advantage Report

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.

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Automation vs Personalization in Customer Success

CustomerSuccessBox

Have you wondered, should you be automating all the communication that goes out to your end customers, or should you actually be providing all the human personalized attention at the moment in the journey? I wish automation was the one spot answer to everything that you can and you should automate. For example- All the mundane communication that goes out to the customers.

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PCI Pal Publishes Payments: The Future of Security and CX Whitepaper

CSM Magazine

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. PCI Pal – the global cloud provider of secure payment solutions for business communications – has published a whitepaper aimed at compliance and finance professionals, contact centre heads and customer experience leaders: “Payments: The Future of Security and CX”.

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How should a CSM be onboarded? On what basis should Customer Success Managers be incentivised?

CustomerSuccessBox

You must have heard a lot about onboarding a Customer, now let’s have a look into a different type of onboarding- onboarding of a new Customer Success Manager. So, when you have a new Customer Success Manager joining your organization, it becomes imperative to address that new CSM into your team. To crack the idea of onboarding you need to identify a few metrics on the basis of which a CSM has to be onboarded.

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Winning Customer Trust through Omnichannel Communication| Steve Bederman on Amazing Business Radio

NobelBiz

Steve Bederman joins Michael Ferree on the Leads Generation World Live Podcast to talk about the evolution from Call Center to Contact Center | Steve Bederman on Lead Generation World, how it will continue to evolve, and how companies can be successful with their inbound and outbound contact strategies. The post Winning Customer Trust through Omnichannel Communication| Steve Bederman on Amazing Business Radio appeared first on NobelBiz®.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Concentrix Second Quarter 2021 Results

Concentrix

Concentrix Reports Record Second Quarter 2021 Results with Strong New Business Signings. The post Concentrix Second Quarter 2021 Results appeared first on Concentrix.

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How to Write an Apology Letter to Customers: The Essential Guide (+Templates)

SmartKarrot

Human makes mistakes and so do companies and that is perfectly fine. But, is it too late to say the three golden words, ‘I am Sorry’? Let’s face it – it is all part of being human. When something does not go out as planned, what really matters is how you handle the situation and amend it at the earliest. While most customers willingly forgive, some expect a sincere apology.

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8 Contact Center KPIs Add to your Management Tool Box

SharpenCX

Metrics aren’t everything. But, your contact center KPIs are an important piece of creating a happy team and happy customers. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Plus, you need a high-performing, empowered contact center. It can be hard to manage. But, don’t feel burdened to track the dozens of KPIs in your contact center.

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Jun 23 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, United States Organization: BOLD PENGUIN As a Vice President of Customer Success, you will build the team and systems to ensure all partner needs are met through frequent partner interactions covering status, strategy, new initiatives, servicing issues, account performance, market changes, and relationship growth opportunities.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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TheLoops Secures $8.75M in Seed Funding to Reinvent Support Operations for Modern SaaS Businesses

CSM Magazine

Theloops secures $8.75m in seed funding to reinvent support operations for modern SAAS businesses investment led by dell technologies capital positions company to meet significant demand for agile, intelligent support operations. TheLoops , an intelligent support operations platform, today announced it has closed $8.5 million in a seed funding round led by Dell Technologies Capital, with participation from Tidal Ventures and Westwave Capital.

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Customer Success: 5 Hacks for Your Customer Survey

Interaction Metrics

1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! That’s probably why one of the top questions I get is, “what are the hacks?” “What are a few ways we can level up our customer surveys to ensure we get reliable data?”.

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Customer Success: 5 Hacks for Your Customer Survey

Interaction Metrics

1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! That’s probably why one of the top questions I get is, “what are the hacks?” “What are a few ways we can level up our customer surveys to ensure we get reliable data?”.

Surveys 62