Contact Center Pipeline
JUNE 2, 2020
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 […].
TechSee
JUNE 2, 2020
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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Inbenta
JUNE 2, 2020
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.
VirtualPBX
JUNE 2, 2020
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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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.
OrecX
JUNE 2, 2020
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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
JUNE 2, 2020
Everyone reacts differently to stressful situations , but fear and anxiety about a disease like the coronavirus (COVID-19) can be overwhelming and invoke a variety of strong emotions. Global events like a pandemic can increase stress levels in the call center and, as a call center agent, you can be setting yourself on the dangerous path to a fast burnout if you allow for workplace stress to accumulate.
Guru
JUNE 2, 2020
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.
Tethr
JUNE 2, 2020
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.
Fonolo
JUNE 2, 2020
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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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
Concentrix
JUNE 2, 2020
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.
Aspect
JUNE 2, 2020
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. .
Andrew Mcfarland
JUNE 2, 2020
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.
Totango
JUNE 2, 2020
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.
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.
Concentrix
JUNE 2, 2020
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.
NobelBiz
JUNE 2, 2020
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®.
Nuance
JUNE 2, 2020
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.
Concentrix
JUNE 2, 2020
Turn customer experiences from "so-so" to spectacular! The post ConcentrixCX Voice of the Customer Platform appeared first on Concentrix.
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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.
NobelBiz
JUNE 2, 2020
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.
Stafford Communications
JUNE 2, 2020
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.
CallSource Insights
JUNE 2, 2020
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.
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!
C Space
JUNE 2, 2020
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).
Horizon CX
JUNE 2, 2020
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.
FreshGrade
JUNE 2, 2020
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.
Stafford Communications
JUNE 2, 2020
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.
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
City Communications
JUNE 2, 2020
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
bold360 Blog
JUNE 2, 2020
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.
kommunicate
JUNE 2, 2020
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.
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