Call Center Weekly
FEBRUARY 11, 2019
Ron Rhodes Without a doubt, my most perplexing and profound observation from years of leading large organizations is a behavioral complex I refer to as the psychology of disengagement. In the back office BPO and contact center business, competition for labor is heavy and aggressive. The work can be repetitive, mundane, offering considerable risk to workforce stability.
Strategic Contact
FEBRUARY 11, 2019
We’ve had our fingers on the pulse of cloud-based contact center solutions since the initial offerings came to market. There’s a lot to like about them: features/functions, flexibility, agility, ongoing upgrades, reduced demands on IT, attractive economics, and so on. Vendor messaging leans heavily on “good, fast, and cheap” to draw overburdened contact center and.
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ChaseData
FEBRUARY 11, 2019
What is Holding Your Call Center Back - and How to Break Through. Every manager wants to believe that their contact center is operating at its maximum capacity, but is yours really as efficient and effective as it could be? Does it seem like no matter what you do, your call center keeps lagging behind in productivity and other vital metrics – and you and your agents keep missing your goals ?
Beyond Philosophy
FEBRUARY 11, 2019
My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic. What’s more, this award was voted on by clients and peers. All the hard work by my team has paid off, and I couldn’t be prouder of them. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.
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ShepHyken
FEBRUARY 11, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. (CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
FEBRUARY 11, 2019
The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases. That’s why, in today’s economic climate, companies should not rely on filling their internal contact centers […].
Cisco - Contact Center
FEBRUARY 11, 2019
Customer Journey Solutions Release 12.0 enhances on-premises and hosted contact center solutions, including intuitive tools that enable agents to drive quicker resolution closure, creating more meaningful customer interactions.
Aspect
FEBRUARY 11, 2019
Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact centre and the tech world in general, with more and more organisations understanding the benefits that it can bring. Whether it’s improved efficiencies, cost reductions or improvements to business processes, AI has huge promise. But how can companies properly implement AI in the contact centre?
Outsource Consultants
FEBRUARY 11, 2019
When was the last time you took a hard look at your relationship with your outsource call center? After all, your call center is one of your company’s most critical elements. They are the direct line of communication between your customers and you. They are tasked with handling important transactions and keeping things running smoothly. At times it can be hard to tell where you end and they begin.
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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
Cyara
FEBRUARY 11, 2019
When we started to tell customers about our IVR discovery product, Crawler, a few years ago, I got excited. My excitement wasn’t so much about the IVR discovery capability our development team had put together—it essentially dials into your IVR, reverse engineers it to figure out what it does, and then documents it. Rather, my excitement was for the visual editor we had created that allowed us to see IVRs and call flows for the first time.
VocalCom
FEBRUARY 11, 2019
When customer centricity first became a hot topic, many companies interpreted the concept to mean putting customers’ needs first. While taking the customer’s perspective is essential to offering him the best brand experience, companies sometimes fail to acknowledge how the entire organization needs to be involved in such an effort. Creating a customer-centric experience is not the sole responsibility of your service agents.
Jive
FEBRUARY 11, 2019
As fickle as the business landscape can be, nature can be even more unpredictable. Force majeure (unforseeable circumstances) can inflict a lot of damage on businesses —equipment can get damaged due to flooding. Critical office data can get lost during earthquakes. Even snow days can unexpectedly submerge basement archives. . To that end, many companies are turning to technology to make sure that they have a robust disaster recovery plan in place.
Jon Arnold
FEBRUARY 11, 2019
Heading into week three of consecutive travel, with Cisco being next up. This is for their Collaboration Analyst Summit , held at their San Jose campus. Not much I can say in advance, other than this will be our first opportunity to meet Amy Chang, who recently came onboard to take Rowan Trollope’s spot when he depared to Five9. Lots of musical chairs lately at Cisco, so it will be very interesting to what the current team has in store for this business unit for 2019.
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.
DigitalGenius Blog
FEBRUARY 11, 2019
Retail is an ever transforming industry. When the mall was king 15 years ago, businesses like Macy’s ruled, with huge shopping space, big inventory spend and complex supply chains. It was ripe for disruption, which duly arrived in the form of e-commerce, and the coming of internet consumption expectations. This, we have seen over and again, has heralded the death of the high street, and while this is true to some extent, it is not because consumers overwhelming prefer shopping online.
Concentrix
FEBRUARY 11, 2019
Take a look at the tech trends that will impact your business this year. The post Tech Trends 2019 appeared first on Concentrix.
Talkdesk
FEBRUARY 11, 2019
By now most people acknowledge the advantages of moving your call center infrastructure to the cloud. Those advantages include: OPEX vs CAPEX Easier to use Speed to implement More agility to make changes Operational efficiency and cost saving Superior customer experience Easier to enable home/remote agents Lower cost to maintain Easier and faster to provision global agents Faster innovation and no more costly “forklift upgrades”.
Eckoh
FEBRUARY 11, 2019
Utilities companies face a vexing challenge: What happens when their supply of contact center employees runs dry? The predictions are worrying. But there is a solution. Bans and blackouts? Every so often, utilities companies issue warnings about shortages. Water companies struggle with supplies during droughts, while gas or electricity firms sound the alarm during winter freezes.
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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.
Insite Managed Solutions
FEBRUARY 11, 2019
The Anatomy of High Performers In order to design our training to transform your staff into high performers, we wanted to understand what makes a high performer so good at what they do. In our last post , we discussed the different personas in your frontline leadership. What we found was it isn’t so much the persona, as it is the skillset that make them the best.
Serenova
FEBRUARY 11, 2019
If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. That’s because, as the fastest-growing demographic of consumers and agents, their influence on your success is enormous. Tapping into these generational shifts is one of five trends highlighted in our e-book, Contact Center Trends You Need to Know 2019.
Insite Managed Solutions
FEBRUARY 11, 2019
A 6-Point FCR Increase Success Story In our last post , we talked about how top performing teams deliver 39.5% more productivity than the rest. So how exactly do you replicate the skills your top performers possess? We analyzed 5 different areas to include personas, exposure to other companies, skills, education, and attitudes. Based on our findings, we concluded it was not the personas, exposure, education, or attitudes.
Hodusoft
FEBRUARY 11, 2019
Predictive dialers are ubiquitously popular in call centers for the simple reason that they introduce a degree of automation. Intelligent automation results in productivity rise by 300% reduced idle time for agents and reduced call handling time besides inclusion of lead management. Time is money. It is redefined by predictive dialers. The best call centers use refined, possibly AI powered predictive dialer software to drive brand 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!
bold360 Blog
FEBRUARY 11, 2019
Subscribe via iTunes , Spotify and more. We hear a lot about digital transformation. But what does that mean? And how do you companies make changes that are transformative and not simply additive? Sid Raisoni , the Head of Analytics at Nestle Waters, is an expert on digital transformation in big companies. In a recent episode of AI: IRL, he unpacked what transformation truly is, an analytics-focused 5 step transformation strategy, and how employees can drive transformational change.
Up Your Service
FEBRUARY 11, 2019
What is HR’s role in creating a strong and sustainable service culture? In this fast-paced webinar, Ron Kaufman answers these 7 questions many more from the global audience. What is a service excellence culture? And why is it important in the organization’s context? There’s a growing emphasis on treating employees as customers within the HR function.
Eckoh
FEBRUARY 11, 2019
Utilities companies face a vexing challenge: What happens when their supply of contact center employees runs dry? The predictions are worrying. But there is a solution.
Playvox
FEBRUARY 11, 2019
Studies show Americans feel more overworked and overstressed than ever, forced to endure a gruelling work-life imbalance that leaves them exhausted.
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
Dialer 360
FEBRUARY 11, 2019
Uncontrolled calls are referred to some customers. It got sick of waiting to service and disconnected before being connected with reps. Usually, a time counter for abandonment calls doesn’t start until the call is placed in the queue. However, a customer disconnected in the IVR stage, for instance, it would not count in your abandonment call statistics.
CallSource Insights
FEBRUARY 11, 2019
How do you get telemarketers, robocalls, fake calls, and spam calls to stop calling your business’ phone lines? The phone rings in your office. You answer, only to be met with silence, a pre-recorded message saying how you’ve won some great cruise, or a solicitor on the other end of the line. Thirty seconds of your time was wasted on this call while other phone lines light up with real callers needing assistance.
Dialer 360
FEBRUARY 11, 2019
Contact center queue is active for call center and its customer services. Whereas, the contact center uses different ways, tools, and practice to lower. The average time which is caller invest in a call queue. The primary objective is to have the lowest average call queue time possible. This will in result a more effective service and happier customers.
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