Fonolo
AUGUST 4, 2020
In the age of social media backlash and call-out culture, customer perception has become more important than ever to a brand’s success. The current COVID crisis is already impacting customer perceptions of brands. Although it’s almost impossible to completely control what people think about your organization, improving customer perception of your brand is entirely possible.
Strikedeck
AUGUST 4, 2020
Zahra gives insight on five key areas that you need to focus on as part of your renewal journey.
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Contact Center Pipeline
AUGUST 4, 2020
It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […].
TELUS International
AUGUST 4, 2020
When it comes to finding the right QA and testing solution for your business, one size certainly doesn’t fit all. Answering these key questions can help determine which solution is right for you.
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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.
Calabrio
AUGUST 4, 2020
Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and employees should be able to access their schedule information when and how they want from the palm of their hand.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Serenova
AUGUST 4, 2020
Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. Every business aspires to be loved by its customers. However, creating a customer experience that engenders lasting customer loyalty and affection requires organizational-wide commitment and prioritization, often with C-level support. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company.
Spearline
AUGUST 4, 2020
While companies utilize chatbots, email, and instant messaging through all their digital channels, voice still remains the most popular channel for engagement.Call center agents could be facing hundreds to thousands of calls each day, with a high volume of these callers being highly frustrated. It can be devastating for your company and a flawed type of management to place your agents under strain, by leaving them in the dark and not know what to say to their customers.
Call Design
AUGUST 4, 2020
Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the office and stay engaged with the brand without the face to face interaction they would usually have in the contact centre.
Advantage Communications
AUGUST 4, 2020
When you think of superior customer experiences and world-class customer service, the first thing that comes to mind for most is consumer-facing technologies. While you’re not wrong to think that, the real heart of successful customer service is the backend digital infrastructure behind it.
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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
Noble Systems
AUGUST 4, 2020
It’s Time to Rethink Your Collection Strategy. Collection contact centers continue to face a number of ongoing challenges including increasing global competition, changing channel preferences, and evolving regulatory and legal requirements, just to name a few. Added to these are the new challenges brought about by COVID-19 and the additional demands of supporting a remote workforce, providing consistent and exceptional customer service, and addressing business continuity concerns.
Ameyo
AUGUST 4, 2020
Until January 2020 the KYC process mandated IPVs (in-person visit) by the Reserve Bank of India (RBI) regulations. However, things changed for the better when RBI released its Amendment to Master Direction (MD) on KYC on 9th January which allowed another method of conducting the KYC process – Video-based Customer Identification Process (V-CIP) or more … Video KYC – The New Normal in the Contactless World Read More » The post Video KYC – The New Normal in the Contactl
Jon Arnold
AUGUST 4, 2020
It’s always easier being a guest on someone else’s podcast than hosting your own, and Dominic Kent and I both know what the latter entails. Like me, Dominic wears a few hats, and his podcast, Unified Comms Influencers is one of them. I was his guest last week for Episode 21. He’s doing a great job tracking the UC space, and has been tapping the analyst community, including colleagues Irwin Lazar and Blair Pleasant, for recent podcasts.
Tethr
AUGUST 4, 2020
Taking your call center to the next level when it comes to customer service and the overall customer experience is always important. Liberating your voice data, developing your agents and creating CX teams are some of the best ways to get there. But with COVID-19 taking over every asset of the business world , companies have had to make some difficult decisions on finances.
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.
GetFeedback
AUGUST 4, 2020
How to leverage employee surveys to improve EX during this pandemic.
C3Centricity
AUGUST 4, 2020
The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Many companies are and the pandemic has brought them into the spotlight.
Chip Bell
AUGUST 4, 2020
All our businesses depend upon the good will, continued support, and referrals of external as well as internal customers. But, how we serve and care for each other in our enterprises will ultimately be reflected in those clients who pay the bills. In May 2019, the World Health Organization (WHO) listed burnout in its classification of occupational hazards.
VirtualPBX
AUGUST 4, 2020
We’re getting close to the national election date of November 3rd, 2020. Are you ready to hold your voter registration drive? It only takes a few minutes to set up a temporary VirtualPBX Phone Plan for your cause, and we’d be happy to help you get running right away. Our plans don’t cost a lot, yet they’re flexible enough to begin service immediately and powerful enough to include features like Call Forwarding and softphone use so you can use the personal phones you already own.
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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.
NICE inContact
AUGUST 4, 2020
When it comes to making investments in customer service improvements, it’s hard to beat the transformational power of conversational AI to deliver a better customer experience in the contact center. In this blog post, we’ll dig into conversational AI – what does it mean for IVR and why businesses should care.
LiveVox
AUGUST 4, 2020
Speech analytics is no longer a new thing. Having come on to the scene in around 2012, the varied use cases have since been well-documented. From improving customer experience and agent performance to providing business insights and managing risk, it can be a powerful and unique tool for those looking to take their contact center […]. The post Reducing risk with speech analytics: Five easy things you can do right away appeared first on Livevox.
GetFeedback
AUGUST 4, 2020
Learn everything you need to know about capturing in-app feedback with our guide.
Serenova
AUGUST 4, 2020
Every business aspires to be loved by its customers. However, creating a customer experience that engenders lasting customer loyalty and affection requires organizational-wide commitment and prioritization, often with C-level support. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company.
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!
Select VoiceCom Blog
AUGUST 4, 2020
Running your business requires a significant amount of your time, energy, and financial resources (among other things). You can also face challenges, such as a shortage of personnel or lack of skill-specific training, that might hinder your business’ growth. The good news is, there is a solution to all this — outsourcing. By outsourcing some […].
Skybridge
AUGUST 4, 2020
Since mid-March, McKinsey & Company has been conducting a series of “Consumer Sentiment” studies in an effort to track the impact of COVID-19 on buyer needs, expectations, and attitudes. When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey.
Ameyo
AUGUST 4, 2020
Banks have had a reputation for being one of the early adopters of change – especially when it’s about improving the customer experience and making their lives easier. So, when the RBI released its Amendment to Master Direction (MD) on KYC in January allowing an additional method of conducting the KYC process – Video-based Customer … Video KYC for Banks: Step Towards the New Way of Customer Onboarding Read More » The post Video KYC for Banks: Step Towards the New Way of Cu
Injixo
AUGUST 4, 2020
Yesterday I was having a debate with my 77-year-old mom about the significance of the R0 metric and how the results should be interpreted. If you had told me 6 months ago that I would be having a conversation about the rate of infection calculation measurement for Covid-19 with my mom I would not have believed you.
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
inmoment
AUGUST 4, 2020
At face value, pitching an experience program internally may sound like a no-brainer. Experience programs enable B2B brands to listen to clients, gather intelligence from employees, and attain a holistic understanding of where they fit in the marketplace. Who doesn’t want that? Well, as any customer experience (CX) practitioner knows, it’s not that simple.
CSM Magazine
AUGUST 4, 2020
Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries. Coronavirus has been a catalyst for change, not least in the contact centre world. Long-standing debates about rising customer expectations, the merits of flexible working and whether to stay on-premise or move to the cloud have come to a head.
ChurnZero
AUGUST 4, 2020
ChurnZero Named International Software Awards Program Finalist. ChurnZero is a finalist in the 2020 SaaS Awards Program in the Best SaaS for Customer Services or CRM category. . Now in it’s fifth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide including US, Canada, Australia, Asia, EMEA, and UK. .
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