ConvergeOne

NOVEMBER 8, 2022

Part 1. Part 2 and Part 3 of this blog series detail the first four steps to effective Workforce Engagement Management.

Management 83

Management Customer Experience 83

Steve DiGioia

NOVEMBER 8, 2022

Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans.

Customer Service 182

Customer Service Personalization 182

ShepHyken

NOVEMBER 8, 2022

Creating Defining Moments for Customers and Employees. Why Businesses Should Invest in EX (Employee Experience) as Much as CX. Shep Hyken interviews Liza Smyth, senior vice president of customer experience at Formstack , a company that helps organizations create workflows that enhance productivity. She shares how to make your internal and external customers feel seen and heard throughout their entire journey with your brand.

Employee engagement 156

Employee engagement Customer Care Metrics Customer Experience 156

Contact Center Pipeline

NOVEMBER 8, 2022

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for success. Back to School is a good time to reflect on your own knowledge of Contact Center management. Are there things you need to know, know better, or revisit? Knowledge is a […].

Contact Center 130

Contact Center Management Abandon Call Service level 130

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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.

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

AWS Machine Learning

NOVEMBER 8, 2022

The COVID-19 global pandemic has accelerated the need to verify and onboard users online across several industries, such as financial services, insurance, and healthcare. When it comes to user experience it is crucial to provide a frictionless transaction while maintaining a high standard for identity verification. The question is, how do you verify real people in the digital world?

APIs 76

APIs Healthcare Banking Accountability 76

JivoChat

NOVEMBER 8, 2022

Do you know how to make a Twitter account private? If you love tweeting about your life and even use the platform as a journal, but don’t want unknown people to read your tweets, the private function is perfect for you. When you make a Twitter account private, only those who follow that profile can see what the person posts. This way, your tweets can’t be shared with anyone, the retweet option will be deactivated, and you don’t run the risk of having comments you wish to keep t

Accountability 75

Accountability Personalization Marketing 75

Maru Group

NOVEMBER 8, 2022

By Andrew Grenville Maru/Matchbox | November 2022. The reliability and validity of 28 panels in 14 countries. Sample quality is critical, especially in multi-country research. Bad sample provides misleading results, defeating the purpose of doing research. Poor quality sample adds insult to injury by dealing a blow to the reputation of our industry.

Government 75

Government Surveys Marketing 75

Helpware

NOVEMBER 8, 2022

When you think of excellent customer service, you probably recall the overly polite support specialist or the way your server seemed to magically reappear before your glass ever ran dry. The list runs a mile long, yet likely nowhere on it are you eager to write “the way my healthcare provider makes me feel like they really care about my health ”. Here at Helpware, we firmly believe that this disconnect is not for a lack of care, but a lack of communication.

Healthcare 74

Healthcare Customer Service 74

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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

AWS Machine Learning

NOVEMBER 8, 2022

Non-small cell lung cancer (NSCLC) is the most common type of lung cancer, and is composed of tumors with significant molecular heterogeneity resulting from differences in intrinsic oncogenic signaling pathways [1]. Enabling precision medicine, anticipating patient preferences, detecting disease, and improving care quality for NSCLC patients are important topics among healthcare and life sciences (HCLS) communities.

Healthcare 69

Healthcare Construction Accountability Engineering 69

Concentrix

NOVEMBER 8, 2022

Uncover the work trends that are having wide-ranging impacts on the healthcare, retail, and technology industries. The post Future Ways of Working appeared first on Concentrix.

Healthcare 62

Healthcare Technology 62

TeleDirect

NOVEMBER 8, 2022

Whatever industry you may be in, it’s important that your customer experience and communication services are always on point. That means offering a stellar call center—but even the best can run into issues. Do you want to learn how to tackle common call center challenges? Read on! We’ve compiled a list of 10 of the most frequently seen call center problems and solutions for when they arise. 1.

Call Center 62

Call Center outsourcing Business Process Outsourcing Contact Center 62

MiaRec

NOVEMBER 8, 2022

The way the world communicates has changed considerably over the last few years. Service Providers have had to evolve with the market and adapt to the the way businesses seek to enable their workforces to communicate with customers and colleagues.

Marketing 65

Marketing Quality management Analytics Management 65

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

LiveVox

NOVEMBER 8, 2022

customer satisfaction improvement is one of the most important goals for any company, regardless of the industry. When your business model relies heavily on regular communication between customers and company representatives, narrowing down the best way to deliver an enhanced experience is crucial to the success of a company. Regularly tracking CSAT scores helps call […].

Customer Experience 52

Customer Experience 52

Balto

NOVEMBER 8, 2022

Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Call Experts

NOVEMBER 8, 2022

Call Experts of Charleston, SC has been honored with the exclusive 2022 Award of Excellence for 14 years. The Award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call center services including telephone answering and message delivery. Call Experts was presented with the Award recently at the CAM-X 58th Annual Convention and Trade Show in Kingston, ON.

Telemarketing 52

Telemarketing contact center solutions Call Center Contact Center 52

CSM Magazine

NOVEMBER 8, 2022

J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system. Initially selecting the cloud-based platform to help gain and maintain quality standards and industry accreditations, JWH Tanks also used BigChange to improve the management of their nationwide operations by reducing data duplication, minimising paperwork and eliminating inefficient workflows.

Finance 52

Finance Engineering CRM Advertising 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

Creative Virtual

NOVEMBER 8, 2022

By Mandy Reed, Global Head of Marketing. It’s that time of year when business predictions from analysts, experts, and industry insiders start to make an appearance. Not surprisingly, artificial intelligence (AI) is featuring prevalently in predictions for 2023. For example, the analysts at Forrester are predicting that AI will become an indispensable and trusted enterprise co-worker next year: “Rapid progress in areas of fundamental AI research, novel applications of existing models, the adoptio

Enterprise 52

Enterprise Government Advertising Technology 52

CSM Magazine

NOVEMBER 8, 2022

We all need a hero—someone who, by their actions, can inspire us to do better. To be better. The five companies I profile here are are reaping the financial benefits of making customer service a top priority. Amazon is the best of the best. It builds everything around the customer experience. That includes speed, flawless execution, and exceptional service response.

Customer Service 52

Customer Service Healthcare Sales Consulting 52

NobelBiz

NOVEMBER 8, 2022

A poorly managed opening of a new communication channel, can have a negative impact on both customer satisfaction and call center. To help you avoid these trapsn this article details the ins and out of how to start a new communication channel whithin your call center and how to track the right metrics. The post How to Successfully Start A New Communication Channel In A Call Center?

Call Center 52

Call Center Metrics Management 52

SmartKarrot

NOVEMBER 8, 2022

Role: Director of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Law Business Research As a Director of Customer Success, you will develop the people, process, and tooling needed to drive meaningful outcomes in the division (GRR, NRR, renewals, customer health, customer advocacy). Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately w

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

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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PeopleMetrics

NOVEMBER 8, 2022

I am thrilled to announce that PeopleMetrics has acquired The Melior Group ( www.meliorgroup.com ). The Melior Group provides market research services, both qualitative and quantitative, across many industries, including healthcare and insurance where PeopleMetrics already has a strong presence. Additionally, they bring new industry expertise to PeopleMetrics, including education, non-profit, tourism and government.

Government 12

Government Healthcare Education Marketing 12

AWS Machine Learning

NOVEMBER 8, 2022

Amazon SageMaker is a fully-managed service that provides every developer and data scientist with the ability to quickly build, train, and deploy machine learning (ML) models at scale. ML is realized in inference. SageMaker offers four Inference options: Real-Time Inference. Serverless Inference. Asynchronous Inference. Batch Transform. These four options can be broadly classified into Online and Batch inference options.

Scripts 66

Scripts APIs Best practices Management 66