Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. If this sounds familiar, it’s probably time to take a step back and look at the bigger picture. By revisiting your business’ goals and values, you can make a much-needed pivot to improve the impact your call center has on your company — and more importantly, your customers!

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

CCNG

FEBRUARY 11, 2021

In 2021 we are seeing some shifts with people asking about certain functionality, as it relates to the work from home or situation. Yes we've always had work from home agents, they've been anywhere from 10%, 15%, maybe as high as 20% in most contact centers in terms of the overall work staff.but with the (pandemic) work environment, most agree we have never seen anything on this scale!

Airlines 195

Airlines Contact Center Service level Marketing 195

Steve DiGioia

FEBRUARY 11, 2021

We get so bogged down in life’s everyday chores. As songwriter Harry Chapin famously said, “There’s planes to catch and bills to pay” – thank goodness there’s Valentine’s Day to remind us to stop and show how much we care about the special people in our lives. They’re underappreciated and overworked too. Think about how much that special day means to them.

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Contact Center Pipeline

FEBRUARY 11, 2021

We all at one time have fallen victim to the clickbait trap. You see an enticing notice that reads something like, “10 Full-Length Photos of Sasquatch Making Snow Angels.” Who can resist? This happened to me when I came across a piece about famous individuals who were still contributing long past retirement age. These included […].

Contact Center 147

Contact Center Call Center 147

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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.

Call Design

FEBRUARY 11, 2021

Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging. Rapid changes to operating models and sales channels have seen many companies build out their contact centres with new staff, while others have moved some of their retail staff to phone, chat, or messaging channels. A big problem for all contact centres has been how to retain staff and reduce attrition.

Self service 103

Self service Consulting Consulting Analytics 103

TeamSupport

FEBRUARY 11, 2021

A playbook for delivering the ultimate customer service experiences. The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

B2B 85

B2B Marketing Consulting Consulting 85

Interactions

FEBRUARY 11, 2021

Valentine’s Day is just around the corner. Every year, I receive multiple emails and Facebook ads reminding me that I need to make sure I tell that special someone how much they mean to me. Greeting cards at the store read “You make me feel special,” “Thanks for always being there” and “Valentine, you just get me.” . When it comes to providing good customer experience, the same relationship qualities apply.

Average Handle Time 71

Average Handle Time Finance Healthcare Technology 71

Cyara

FEBRUARY 11, 2021

Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations? Customer experience (CX) (.what did you think we were talking about?) is just that, an experience that the customer takes away from any interaction with your business.

Customer Experience 67

Customer Experience 67

VirtualPBX

FEBRUARY 11, 2021

Following the successful publishing of Chapter 1 of our Remote Team Management E-Book, we have now released Chapter 2 that covers the topic of hiring remote employees. Chapter 1 discussed the nature of remote work and how, in general, it can benefit your business and help employees achieve a greater work-life balance. Now in Chapter 2, we discuss the tips and tricks to hiring remote employees.

Sales 69

Sales Management 69

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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

CSM Magazine

FEBRUARY 11, 2021

New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Doing business has never been more unpredictable. Success depends on identifying and analysing trends then quickly developing effective solutions. Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

LiveVox

FEBRUARY 11, 2021

We spoke with LiveVox Senior Product Manager Erwin De Vera about the elements of great ticketing software. Check out the interview below for expert advice on how to find and deploy a ticketing system that takes the guesswork out of providing timely and valuable customer service. Ticketing: Expectation vs. Reality Q: In a perfect world, […]. The post LiveVox Features in Focus: Integrated Ticketing Q&A with Sr.

Management 52

Management Customer Service 52

Babelforce

FEBRUARY 11, 2021

Customers hate waiting on the phone to speak to an agent. Everyone knows this. The question, then, is why do so many of us keep making customers hold? Especially when the solution – virtual queuing – is highly effective and readily available. We don’t know the answer to this. But we do know that implementing a virtual queuing system at your contact center is a win-win situation for all involved: including customers, agents, and contact center managers.

Abandon rate 52

Abandon rate Contact Center CRM Interactive Voice Response 52

CSM Magazine

FEBRUARY 11, 2021

To ensure the success of a small to medium business or an SMB, there’s a requirement to continually evolve, adapt and keep an eye on the competition. When you’re just starting out in launching your SMB, you’ll be in the best position to hit the ground running — so long as you do all of the preparation work involved. That means digging deep into who your rivals are, understanding the types of products and services your customer base is interested in as well as finding out about the growth of your

Marketing 52

Marketing 52

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

DMG Consulting

FEBRUARY 11, 2021

DMG Consulting Releases New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future. Accelerated change driving a technology revolution. Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services. What: Releases a New Report on Contact Centers in a Post-Pandemic World: A Strategic and Tactical Guide to the Future.

Consulting 48

Consulting Consulting Contact Center Virtual Agent 48

Global Response

FEBRUARY 11, 2021

There are many aspects to consider when building a brand and creating a positive customer experience. Every interaction a potential customer has with your company needs to be carefully considered. Nothing should more. The post Reporting is the key to a successful brand experience appeared first on Global Response.

Customer Experience 48

Customer Experience 48

5CA

FEBRUARY 11, 2021

It’s never been more important to update your CX strategy for e-stores. Read our blog to learn the seven CX trends we predict will take off in 2021.

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Knowmax

FEBRUARY 11, 2021

How to maintain customer loyalty?

Customer Experience 52

Customer Experience 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

SmartKarrot

FEBRUARY 11, 2021

Role: VP of Customer Success Location: New York, NY, US Organization: Cecelia Health As a VP of Customer Success, you will launch and manage customer programs and coordinate with internal teams to ensure their initial and ongoing success. Develop a deep understanding of customer needs, use cases, and business objectives. Manage a high performing team with a growing portfolio of healthcare customers.

Finance 10

Finance Healthcare Accountability Engineering 10

Toister Performance Solutions

FEBRUARY 11, 2021

Do you ever feel like employees in other departments don't care about customers? Years ago, I worked for a company that sold uniforms embroidered with clients' logos. My job was providing customer service and growing sales. Getting new uniforms produced and shipped involved a lot of other departments. Many created frustrating customer service problems that cost us business.

Accountability 71

Accountability Sales CRM Management 71

Nicereply

FEBRUARY 11, 2021

Small actions, from starting every meeting with colors to recognize emotions to encouraging agents to take time off, can significantly improve engagement at work. Have you ever been to a restaurant where every member of the staff was rude or plain angry? Unhappy workers are a pretty good indicator that a particular restaurant is not a great place to work.

Education 64

Education Customer Support Feedback Personalization 64

Totango

FEBRUARY 11, 2021

Valentine’s Day is traditionally thought of as a holiday for couples to celebrate their love, but it’s also simply a special day to show appreciation to those who are important to you – including your customers! While you may not be able to hand-deliver any sweet treats to your customers this year, we can help you send a little digital token of appreciation to them this Valentine’s Day with three FREE email templates that can be customized and ready to send in less than 15 minutes.

Self service 71

Self service Enterprise Marketing Personalization 71

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

Call Experts

FEBRUARY 11, 2021

Contact centers are the best partners for vaccine clinics and medical centers with the significant change in business and patient requests since coronavirus, Covid-19. According to the WHO , there are over 106 million confirmed cases across the world. This disease’s rapid spread has created unforeseen challenges for the people left to treat the symptoms and answer questions.

Contact Center 97

Contact Center Call Center Analytics Management 97

SmartKarrot

FEBRUARY 11, 2021

3.5 Billion. Yes, you read that right! That is the number of daily active social media users around the world today. This constitutes almost 45% of the entire population of the globe. The usage of Social Media is ever-increasing and is without a doubt, one of the most sought after online activities globally. With that, Social Media has played an instrumental role in empowering the new-generation customers.

Advertising 10

Advertising B2B Surveys Marketing 10