Tue.Jun 02, 2020

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Contact Center Pipeline Magazine: Inside Our June 2020 Issue

Contact Center Pipeline

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […].

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Bridging the Knowledge Gap in Field Service

TechSee

Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group. According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019.

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Chatbot Best Practices: 8 Tips & Tricks you Can Benefit from Today

Inbenta

1. Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away.

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Value in Analyzing 5.25M Spoken Customer/Agent Words a Day

OrecX

According to ICMI, the average 100 agent call center takes 5,000 calls a day, each at at approximately seven minutes in length. Across all 100 agents, this equates to about 5,250,000 spoken words between customers/prospects and agents each day. Put another way, 147,000,000 spoken words can be captured and analyzed in your call center every month. Just think about the analytics potential of that huge pool of words.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Pivot Your Workforce Management Strategies Toward Employee Engagement Then Watch as Agent Morale, CSAT and Executive Buy-In Skyrockets

SharpenCX

Picture this: Every day, your agents come to work to find interactions that totally match their skills. They’re empowered to answer customer questions. And they’re the experts on the needs of your customers. Every person who reaches out gets directed to the agent who knows how to best answer their inquiry in a reasonable time frame. And, your contact center has the right number of agents working each shift to keep service levels in the green.

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Fighting Systemic Racism and Learning to Be Better

Guru

We are in the middle of a nationwide crisis. Over 40 cities have instituted curfews in response to protests and violence stemming from the senseless and tragic murders of Black citizens: George Floyd , an unarmed 46 year old man in Minneapolis, while being taken into police custody on May 25th; Breonna Taylor , a 26 year old EMT and aspiring nurse, shot in her own home during a police raid on March 13th; and Ahmaud Arbery , a 25 year old man, while jogging in Georgia on February 23rd.

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Are your sales pitches working?

Tethr

Prospect, pitch, close, repeat. And where would sales be without stellar sales pitches? When it comes to improving sales, understanding the effectiveness of sales pitches is paramount. But how do you determine what is and isn’t working? Tethr helps businesses to surface trends in conversion rates, show averages and potential sales volume by team or agent and to quickly see the results of A/B tested pitches.

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How to Transition Back to the Call Center After COVID-19

Fonolo

Depending on which news outlets you follow, you may be under the impression that traditional brick-and-mortar contact centers won’t survive the pandemic. Undoubtedly, the contact center as we know it will change. But there are far too many sunken costs and entrenched values to make such a sudden change. A lot has changed in the past few months but there should be no question that contact centers will return to their physical offices in some shape or form once the pandemic abates.

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COVID-19 Global Update June 2, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, European countries slowly reopen and phase in travel to other European countries. India approves an antiviral drug and the United States begins first human testing trials for antibody therapy. Portugal joins with WHO and 29 other countries vowing to share research.

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SME Relationships: Proven Solutions for Seamless Collaboration and 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!

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Webinar: See What?s New with Aspect? Workforce Management?

Aspect

Aspect Workforce Management ( WFM ) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. In July, w e ’re releasing version 20 of our flagship WFM solution. Full of powerful new features, it will make the job of the workforce planner and the employee even easier and more efficient — especially in the w ork- f rom- h ome environment. .

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Confusion about the Customer Success Role

Andrew Mcfarland

Companies don’t understand the customer success role. I don’t understand why this is such a perplexing subject. In this post, I’ll try to describe the most common confusion points related to customer success roles. Customer success is [not] a cost.

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Revising Your Customer Success Crisis Plan

Totango

Crises are an unfortunate fact of life. All the planning in the world cannot prevent every emergency or protect against every potential hazard. However, having a plan in place ahead of time can make all the difference in how well your business copes with, and recovers from, unexpected challenges. Having a good customer success crisis plan can help you maintain good relationships with customers.

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Unmask Your Digital CX Challenges

Concentrix

Learn how companies are using new insights and tools to adapt CX strategies to the new normal. The post Unmask Your Digital CX Challenges appeared first on Concentrix.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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A Real View: Supporting Northwell radiologists and the Javits Center field hospital with innovation and infrastructure

Nuance

In late March, as New York City prepared for a surge in patients with COVID-19, officials from FEMA and the Army Corps of Engineers partnered to create thousands of additional patient care beds over just a couple of weeks. Supporting this plan meant dedicating space within the city’s iconic Javits Center to establish a temporary [.] The post A Real View: Supporting Northwell radiologists and the Javits Center field hospital with innovation and infrastructure appeared first on What’s next.

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VirtualPBX Video Conferencing Beta

VirtualPBX

VirtualPBX is reaching beyond voice-only capability with its first Video Conferencing beta test. This beta test allows our participating VirtualPBX Phone Plan customers to conduct 1:1 video chats on a range of devices. Customers will be able to use their existing phone numbers, so there’s no additional setup required for anyone to get started. Feedback during this process will be essential for building out the capability of our video service.

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ConcentrixCX Voice of the Customer Platform

Concentrix

Turn customer experiences from "so-so" to spectacular! The post ConcentrixCX Voice of the Customer Platform appeared first on Concentrix.

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52,000 Americans Fell for COVID-19 Scams, BLM Scams Are Next

NobelBiz

There was a total of 52,458 scam reports in the first 5 months of 2020 with a total fraud loss of $38.59M. Current events are only fueling more scams ahead. The post 52,000 Americans Fell for COVID-19 Scams, BLM Scams Are Next appeared first on NobelBiz®.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Three ways to encourage empathy in CX during a crisis

TELUS International

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52,000 Americans Fell for COVID-19 Scams, BLM Scams Are Next

NobelBiz

The Federal Trade Commission issued a report covering COVID-19 related reports for the first 5 months of 2020. According to the numbers, a staggering total of 52,458 Americans registered a COVID-19-related complaint. The total fraud loss raises up to $38.59 million, with a $470 median fraud loss. Sadly, the current unstable political landscape in the United States will generate even more job shortages that will certainly lead to an even greater increase in cyber scams.

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Why are you measuring service levels that way?

Stafford Communications

Why are you measuring service levels that way? Last month, we looked at different approaches for evaluating consumer satisfaction. One way that consumer satisfaction finds its way into operations is the service level. When we say ‘service level’ in this context, we are referring to what is rooted in the classic call center measure: what percentage of calls is answered within a certain time period.

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Welcome to The CallSource Family

CallSource Insights

It has been said, by many, many people but we are in unprecedented times. The automotive industry has been forced to re-evaluate a lot of ways we do business. CallSource has also made some shifts and taken stock about our values and how we want to do business. Late last year, we launched an automotive brand promise to align our values about who we are in the industry.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Brand Move Roundup – June 2, 2020

C Space

The Brand Move Roundup – June 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

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The Power of Multiplying Leadership

Horizon CX

How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter? Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit.

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5 Ways to help promote mental health during COVID-19

FreshGrade

Here are 5 ways to help protect your mental health—and the mental health of students and parents during these challenging times. Start with you! Before you help anyone else, be calm and strong enough to validate, reassure, and support others. That means some honest check-ins and efforts to be sure you’re doing what you can for yourself—including regular breaks, physical activity, sleeping well, etc.

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Why are you measuring service levels that way?

Stafford Communications

Why are you measuring service levels that way? Last month, we looked at different approaches for evaluating consumer satisfaction. One way that consumer satisfaction finds its way into operations is the service level. When we say ‘service level’ in this context, we are referring to what is rooted in the classic call center measure: what percentage of calls is answered within a certain time period.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Nominate A Business That Is Shining During The Shutdown.

City Communications

During the Covid-19 quarantine, businesses have had to adapt to deal with a global shut down. The interruption to business-as-usual is more challenging than we have ever seen. As small-business owners ourselves, we are inspired and awed by those businesses that have found ways to survive, and even thrive, under today's challenges. We want to highlight some of the companies who are doing an exceptional job of balancing the demands of social distancing, work-from-home requirements, and protecting

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CXNext Live: What We Learned from the ?Outstanding Women in CX? Catalyst Award Winners

bold360 Blog

Last week was a really big week for our CXNext team. We held our annual CXNext event – this year 100% virtually – as we all continue to WFH and live through this pandemic. It was an amazing event that exceeded all our expectations. Great speakers shared their perspectives on changing the way we work, changing the way we live our lives and changing the way we service our customers.

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Here?s What?s New from May 2020|Kommunicate Product Updates

kommunicate

I hope you’re staying safe there and doing your best to keep your dreams alive. On the other hand, we are also doing our best to keep our dreams alive by putting more effort to build the world’s best customer support suite. Yes, you heard it right. It’s our dream to enable all the businesses [.]. The post Here’s What’s New from May 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.