Toister Performance Solutions

NOVEMBER 19, 2019

Customer service surveys are too long. Some have 10, 20, or even 30 questions. I've seen one with over 100. It takes customers a long time to answer that many questions. This causes a few problems: Customers get annoyed. Many people abandon the survey. You get a lot of data that isn't useful. There is a solution. I'm going to show you an easy way to dramatically shorten your customer service survey.

Surveys 72

Surveys Feedback Coaching Customer effort 72

Ansafone

NOVEMBER 19, 2019

Gone are the days of pushing a button and forwarding calls to an answering service. And gone are the days where an operator sits and takes messages all night. Today, call outsourcing is truly a way of offering your customers your services around the clock without having to add extra employees to your payroll. What … Outsourcing Beyond Just Phone Calls Read More » The post Outsourcing Beyond Just Phone Calls appeared first on Ansafone Contact Centers.

outsourcing 9

outsourcing Contact Center Answering services Multichannel 9

Advantage Communications

NOVEMBER 19, 2019

No matter what industry you’re in, customer service is one of the most important functions for the success of your business. A great customer service experience can create a loyal customer for life, while a bad one could drive a customer to your competitor. In fact, companies must do more now to improve their customer service and provide a world-class customer experience (CX) than ever before.

Call Center 45

Call Center outsourcing Customer Service Customer Experience 45

Nicereply

NOVEMBER 19, 2019

The holiday season can be a particularly stressful time for customer support teams, as seasonal promotions bring an influx of new customers. With the National Retail Federation estimating the increase in 2019 holiday sales to be as high as 4.2% over 2018, that means your team will be very busy indeed! No worries – you’ve planned for this! Like most CS managers, you’ve started months ago, reviewing year-over-year trends and planning coverage schedules to make sure everything is lined up to

Morale 71

Morale Customer Support Surveys Management 71

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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.

CSM Magazine

NOVEMBER 19, 2019

The role of the Customer Service agent is expanding as organisations realise their contact centre houses valuable skills that can be utilised across the business. A recruitment shift is happening in customer services. The contact centre has traditionally been considered a function which attracts entry-level talent with fewer formal qualifications and less room for career progression, yet organisations and job seekers alike are now recognising that this hub of the business can be the ideal starti

Technical Support 40

Technical Support Finance Feedback Banking 40

Callminer

NOVEMBER 19, 2019

Employers and other entities that need to check an individual's prior work history can call upon an arsenal of tactics, including Verification of Employment (VOE).

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Contact Center Pipeline

NOVEMBER 19, 2019

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau, the second-biggest category of consumer complaints in 2017 was fraud and identity theft. Reported consumer losses exceeded $900 million with a median of $420 per claim. Some of the most notable […].

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Contact Center Call Center 113

Fonolo

NOVEMBER 19, 2019

People are busy, often going from meeting to meeting at work, chasing after their kids, running errands, or out and about with friends and family. Moments when they have to get in touch with the customer service call center of a company is met with dread, because they don’t have the time or energy to call, wait on hold, and be passed around from one customer service agent to another to solve their problem.

Technology 89

Technology Wireless Call Center Healthcare 89

ClearAction

NOVEMBER 19, 2019

Une épitaphe, c’est un texte inscrit sur une pierre tombale ou un monument funéraire. Il peut s’agir d’un seul mot, d’une phrase ou d’une citation célèbre qui représente bien le défunt. Si celui-ci n’a pas pris le temps de choisir son épitaphe, il est d’usage que la famille ou les proches choisissent le texte à inscrire. C’est un acte délicat, mais nécessaire pour commencer le travail de deuil et honorer la mémoire du défunt.

Consulting 62

Consulting Consulting 62

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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

Etech GS

NOVEMBER 19, 2019

Have you considered implementing live chat features on your business website? If not, there are many reasons you should. For example, marketing experts say that implementing live chat support generates a 305 percent return on investment and a 20 percent increase in conversion rates. As a direct result of all this, more companies are implementing live chat services, making it an integral part of the customer experience.

Upselling 72

Upselling Sales outsourcing Metrics 72

Serenova

NOVEMBER 19, 2019

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

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Cloud contact Quality management Contact Center contact center solutions 69

Chip Bell

NOVEMBER 19, 2019

It was not a fancy restaurant. My hotel did not have a restaurant, so I walked a block to this simple diner. I was there for a late breakfast before beginning my work with a client in the afternoon. There were only two people in the restaurant…a couple waiting for their check. The happy-go-lucky waitress poured my coffee and took my order. Moments later she returned with a small flower arrangement in a glass vase and a magnificent day starting announcement.

Personalization 66

Personalization Customer Service Customer Experience 66

SharpenCX

NOVEMBER 19, 2019

Holiday Shoppers: I need 972 Red Ryder BB guns and one agent per purchase to walk me through how to use it. (So I don’t shoot my eye out.). You: Sips coffee, smirking with your WFM strategy and plan for the seasonal rush already in place. A simple web search from my phone brings up hundreds of seasonal contact center jobs in Indianapolis and thousands more nationwide.

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Interactive Voice Response Wait times Contact Center Abandon Call 59

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

Guru

NOVEMBER 19, 2019

So you’ve rebuilt your knowledge base. Congratulations! But what happens now? How do you ensure you don’t have to do a top-to-bottom rebuild again? Even when starting out with the best of intentions, it’s easy for teams — and companies — to let a clean knowledge base gradually become unusable. However, by instituting a team of knowledge champions who can create a governance structure, an organization can set its knowledge base up for ongoing success.

Government 60

Government Management 60

Revation Systems

NOVEMBER 19, 2019

Digital transformation is drastically disrupting the banking industry. As the general population welcomes the plethora of new digital technology with open arms, the banking industry is finding an increasing need to respond to consumer expectations for communication. With the rise in popularity and ubiquity of smart devices, digital channels have become the most preferred customer communication preference, which has banks upping their digital banking game today.

Banking 54

Banking Personalization Customer Experience Technology 54

Outsource Consultants

NOVEMBER 19, 2019

This article is part of a series entitled: What to Look for on a Site Visit. Part 1: Facilities Part 2: Leadership & Management (coming soon…) Part 2: Agents (coming soon…). Selecting the right outsource call center partner is one of the most important decisions your organization will make. After all, your BPO partner typically serves as the public face of your organization, interacting directly with your customers on a daily basis.

outsourcing 52

outsourcing Call Center Morale Consulting 52

CSM Magazine

NOVEMBER 19, 2019

When companies spend time ensuring their employees are engaged, the results speak for themselves. According to CX futurist Blake Morgan, companies with highly engaged employees outperform their competition by 147%. Further, 79% of employees at companies with above average CX are highly engaged in their jobs vs. 49% of employees with average or below average CX scores.

Feedback 49

Feedback Engineering Personalization Customer Care 49

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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

ShepHyken

NOVEMBER 19, 2019

Will AI Kill the Customer Support Agent? How Humans and Technology Can Support Each Other for the Best Customer Experience. Shep Hyken interviews Antony Brydon. They discuss the role of automation in customer service, and how companies can best use it to improve their customers’ experience. Top Takeaways: When companies switch to AI and other new automation technologies, more often than not it is the customers who suffer.

Customer Support 56

Customer Support Technology Customer Service Customer Experience 56

Strikedeck

NOVEMBER 19, 2019

Vincent Manlapaz, in an interview with Emilia D'Anzica, a Customer Success and Account Management partner at Winning by Design, talks about driving growth across the organization.

Accountability 45

Accountability Management Customer advocacy SaaS 45

McorpCX

NOVEMBER 19, 2019

Define Your Customer Experience Strategy and Link to Execution.

Customer Experience 74

Customer Experience Analytics 74

TELUS International

NOVEMBER 19, 2019

Best practices 94

Best practices 94

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!

Feedback

LiveVox

NOVEMBER 19, 2019

Why Digital Transformation is Key to Growth You’ve probably heard the term so many times that you dismiss it as a buzzword. There’s a good reason for that; it’s been overused and its definition varies and continuously evolves. Ask ten people what a digital transformation is and how to achieve one and you’ll get 10. The post Why Digital Transformation is Key to Growth appeared first on Livevox.

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SmartAction

NOVEMBER 19, 2019

Frost & Sullivan awards Purchasing Power ® for their AI-Powered Virtual Agent created in partnership with SmartAction ® to enable conversational self-service for their customers. El Segundo, CA – November 19, 2019 – SmartAction, the top-rated virtual agent solution for contact centers, is pleased to announce its implementation with Purchasing Power was awarded the top honor in “Excellence in Self-Service” by Frost & Sullivan at the 15th Annual Frost & Sullivan Customer Contact

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Virtual Agent Self service Interactive Voice Response Government 40

Working Solutions

NOVEMBER 19, 2019

The holiday season is almost upon us, a time when most online businesses launch promotions that can represent a big share of their yearly bottom line. But too often, these same businesses fail to prepare for the unique challenges and opportunities offered by holiday eCommerce sales. These 13 simple tips can help you avoid that […].

Sales 40

Sales outsourcing Call Center Management 40

Merchants

NOVEMBER 19, 2019

If your business is serving customers, you’re in the business of people. To keep your foothold in any market, that means that your customer interactions depend on positive employee experiences and optimised working practices and environments. The post Top Employer 2020 – #TECD 20 appeared first on Business Process Outsourcing Services | Merchants.

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Business Process Outsourcing outsourcing Marketing 40

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

Journey mapping

Inova Solutions

NOVEMBER 19, 2019

The UK insurance industry is growing. In 2016, it had over 111,000 direct employees and in 2017 saw tax contributions reach over 72 billion British pounds, the largest contribution of any sector within the country. But with a growing industry comes fierce competition and an increasing number of pressures. In this blog, we cover some general challenges the insurance sector faces and talk specifically about how Customer Experience Management (CEM) strategies and associated technology can help insu

Customer Experience 40

Customer Experience Management CRM Call Center 40

Education Services Group

NOVEMBER 19, 2019

In 1975, Kodak engineer Steve Sasson built the first ever digital camera, but Kodak’s management just didn’t see the appeal. After all, profit margins were far higher on film than on the cameras themselves, and this was filmless photography. In Sasson’s words, “management’s reaction was, ‘that’s cute, but don’t tell anyone about it.’” This was Kodak’s chance to be at the forefront of the digital revolution, but they wouldn’t commit to a new and disruptive technology.

SaaS 40

SaaS Customer retention Upselling Engineering 40

Inova Solutions

NOVEMBER 19, 2019

Over on the Geomant blog , we introduced chatbots as one of the key AI tools in the contact centre. The next question that a business would ask is how they can evaluate whether a chatbot is the right thing for them to start their journey of AI adoption. In the following blog, we will review in more detail the cost aspect of chatbots and AI applications, and will also discuss and quantify some of the benefits they bring to businesses.

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Chatbots 40