Fri.Jun 21, 2019

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center


Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business.

3 Strengths of a Domestic Outsourcing Partnership

Global Response

You ran the analysis, conducted the research and made the decision to work with an outsourced contact center partner. Next is the second most important decision of your contact center journey: choosing more. The post 3 Strengths of a Domestic Outsourcing Partnership appeared first on Global Response. Global Response Blog Industry

Voice of the Customer (VoC): Customer feedback for a future-proof business


Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up? According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S.

Guest Post: Chatbot vs. Live Chat – Which delivers the best customer experience?


This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live. Liquid expectations and the on-demand world. We live in an on-demand world.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

When a Customers Asks For Your Manager, Here’s What You Say

Myra Golden Media

What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

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How to Build a Customer Retention Strategy

ProProfs Blog

Do you have a customer retention strategy? If not, your business may be at risk. Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers.

NECCF 2019 Annual Conference & Expo

Contact Center Pipeline

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to be a part of The Northeast Contact Center Forum’s (NECCF) annual contact center conference and expo – the largest contact center event in the Northeast. This year’s theme was “Delivering the […]. Call Center Conferences call center contact center

Cloud Computing Magazine Names Verint Monet a 2019 Product of the Year Award Winner

Monet Software

Verint Monet Workforce Management Recognized for Exceptional Innovation. Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine.

Helpware Named Top Customer Service Provider of 2019


We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn


[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. . Companies work hard to attract and win their customers.

Attributes of a Successful Contact Solutions Supervisor

Quality Contact Solutions

By Marcia Jenkins, Senior Operations Manager. Meet Jeri Graesser! Jeri is a supervisor in our at-home, virtual call center. Jeri and her team are responsible for selling millions of dollars in medical billing and coding resources, including both books and software.

Proving the Value and ROI of a Customer Service System


Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around.

Introducing Tethr Essentials: Easy answers to the most important CX questions


The 20 th annual Customer Contact Week conference is upon us. Next week, thousands of CX leaders will descend on The Mirage in Las Vegas where they will encounter dozens upon dozens of vendors promising companies the ability to leverage voice data (recorded phone calls, chats, etc.)

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Unifying Your Business through VoC: How a Holistic Approach Transforms CX Program Results


By Omer Minkara – Vice President and Principal Analyst, Aberdeen Do you need to keep track of evolving buyer needs, improve customer loyalty, grow client wallet share, design better products, CX Best Practices CX Strategy ROI of CX

Stop asking your customers about effort and start listening for it instead


The question I am most frequently asked when I present the research from The Effortless Experience is “How should we measure the level of effort our customers are experiencing with our company?”.

The Anatomy of a Successful Customer Survey


Customer surveys are a powerful tool. With just a few questions, you can gain deep insight into your audience and how you can continue to improve your business to meet their needs. But a poorly-designed survey can have negative unintended consequences.

Driving Planned Expansion of AI Across Your Enterprise


According to Vanson Bourne, 58% of organizations are currently in the implementation stage of artificial intelligence (AI) with plans for further expansion.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

CXone Is Right on the Money for Check Into Cash Collections Team

NICE inContact

Check Into Cash had both good news and bad news. The good news: The company’s main contact center had been successfully using CXone for five years. The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious shortcomings, including no visibility into performance metrics and limited customization. With 800+ stores across the U.S.,

Dreaming of a Great Vanity Phone Number?

CallSource Insights

What if you launched an advertising campaign using a Vanity telephone number , and within just a few days, your phone was ringing off the hook with thousands of calls coming in? Sounds like a dream, doesn’t it? Well, for one company, it’s a dream come true.

Webinar: The Experience Economy – Customer Data, VoC and Closing the Feedback Loop

CSM Magazine

As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. What does your organization need to do now to stay competitive?

The key to successful scaling: Inside the minds of 30 CSM leaders


Over the past year we’ve talked to over 30 Customer Success Management (CSM) leaders in the B2B SaaS space. It has been eye-opening to talk to such a wealth of industry knowledge.

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.