NobelBiz
APRIL 29, 2020
Ensure that you meet the call center system requirements. Minimum specifications for most call center software: CPU: i3, good internet, 4GB ram, and more. Read the entire specification list (including network and software phone) inside. The post Call Center System Requirements – At Home & in the Office appeared first on NobelBiz®.
SharpenCX
APRIL 29, 2020
Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. But you shouldn’t have to sacrifice customer happiness to run a lean contact center. And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement.
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Calltools
APRIL 29, 2020
The phones ring. Scores of people talk at once. People rush around, from desk to desk. The call center is a dynamic, fast-paced environment, but it’s one that needs the right tools and resources. With so much call center software out there, choosing the right technology for your organization can be daunting. There’s your budget to consider.
ShepHyken
APRIL 29, 2020
I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic. He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits.
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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.
Contact Center Pipeline
APRIL 29, 2020
Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing over an article, it is possible to identify servant leadership’s ties to altruism and how that connection can help in boosting servant leader culture. Altruism Defined Altruism is the practice of […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
APRIL 29, 2020
Read this article to learn some of the best conflict resolution strategies for contact center agents can implement.
Aspect
APRIL 29, 2020
Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic. COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff. Regardless of where in the world you are, industry type, or size of the contact centre, most of you are having to consider the logistics of having staff working from home.
Inbenta
APRIL 29, 2020
Depending on the context in which the chatbot project takes place, and therefore its scope of action, its implementation may take more or less time. From our experience, it is the framing phase that is the most time-consuming as you have to consult with all the teams involved in the project and obtain various approvals to start the developments. Team coordination is also crucial when defining the roles of each team member within the project and potentially redefining or creating new positions.
REVE Chat Blog
APRIL 29, 2020
Artificial Intelligence (AI) is now being widely used to digitally transform businesses and automate their processes. Most of the businesses struggle when it comes to acquiring leads and that too at a reasonable cost. . That’s where AI and bots come into play. . Chatbots for lead generation is the latest tool to help marketers to connect and engage with their prospects in an automated way. “28% of top-performing companies use AI for marketing.
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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
Pipkins
APRIL 29, 2020
Lesson Learned week three: The best employee for the job. Many companies have discovered time clock task trackers years ago, but for others it may be time to adopt this method of determining productivity for non-demand work or non-call work. A task tracker allows employee to select from a list of tasks and clock into that task. They clock out of one task and into another all day.
NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
Jon Arnold
APRIL 29, 2020
I do a fair bit of regular wor k with U.K.-based Enterprise Management 360 , including podcasts. This time around, I was in conversation with a German AI company called parlamind. The company is new for me, and they’re doing some interesting things with AI in the contact center space, especially around improving CX. This is very mucn in my wheelhouse, so it made for a pretty engaging session.
C3Centricity
APRIL 29, 2020
“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I had a very interesting discussion with a new client last week. Like many CPG companies, they are considering online retailing. They are already selling a little online, but haven’t seriously considered it until recently.
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.
CSM Practice
APRIL 29, 2020
Recently, I find many of my clients segment their existing client base in a new way in response to Covid19. This new segmentation strategy is placed to ensure customer success teams are able to prioritize customer slew of stop-payment requests, discount asks as well as to effectively identify expansion opportunities. How this works: If you haven’t changed how you segment your existing customer-base, continue reading this article to better understand how this works: First, you’ll need
Tethr
APRIL 29, 2020
Is your organization keeping track of repeat call volume? Are you puzzled as to what is causing those repeat contacts? Are certain agents or agent behaviors responsible for the subsequent phone calls? Tethr Customer Success Manager Amanda Lucio demos how Tethr can help you get to the bottom of repeat calls in our brief video. Learn how agent behaviors like proactive guidance and closing probes can be monitored via Tethr.
Concentrix
APRIL 29, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, countries have started to release plans for the easing of COVID-19 restrictions, including the gradual reopening of economies as well as guidelines on the movement of people. The following is a roundup of key events that have happened around the world in the last 24 hours.
NICE inContact
APRIL 29, 2020
Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation.
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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.
LiveVox
APRIL 29, 2020
What Can Retail Banks Learn from COVID-19? As an essential and stabilizing force in our economy, retail banks have a big role to play in sustaining our new normal. However, the industry is undergoing some big shifts of its own. The repercussions of nationwide shelter in place orders will undoubtedly have lasting effects on retail. The post What Can Retail Banks Learn from COVID-19?
JivoChat
APRIL 29, 2020
A missed call is a lost customer. Considering acquisition costs, every missed call yields losses. Missed calls are still among the most popular reasons why businesses lose clients. Remedy? Transparent processes. Meet the updated Statistics section. It now has two new tabs: Virtual ATS and Callbacks. How It Works. Incoming and outgoing calls. The section keeps and shows all the data regarding your calls.
NobelBiz
APRIL 29, 2020
The following is a complete list of issues and recommendations for call center work from home troubleshooting. If you are experiencing a lot of issues with working remotely, or if your agents are, take the time to read through the list and pin down the problem. Towards the end, we also give some recommendations to supervisors and managers on how to effectively oversee work-from-home to prevent issues.
Sykes
APRIL 29, 2020
With the end of COVID-19 still uncertain, learn the value of transitioning your workers who are currently working from home to a scalable work-at-home strategy. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces. For many of those businesses, they’ve reacted with triage solutions, in which employees set up home-offices at kitchen tables, sofas and recliners.
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!
NobelBiz
APRIL 29, 2020
In order to be able to handle the software necessary to work, call center computers need to meet the following system requirements: Minimum System Requirements for Computers in Call Centers: Hardware: CPU: Intel Core i3 4GB RAM available 10/100 Network interface Color monitor, minimum resolution 1024×768 px Mouse or a trackpad (mouse recommended for efficiency) USB DSP Noise-cancelling headset.
ForeSee
APRIL 29, 2020
Every organization is navigating the changes brought on by COVID-19 and, as time passes, determining how they can pivot. Kevin Sneader and Shubham Singhal of Mckinsey & Company outlined five.
Skybridge
APRIL 29, 2020
Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this. Why? Because it was probably geared toward a set of potential crises that are now, in hindsight, stunningly narrow in their scope. Internal catastrophes, like product failures or leadership challenges are one thing.
Sykes
APRIL 29, 2020
With the end of COVID-19 still uncertain, learn the value of transitioning your workers who are currently working from home to a scalable work-at-home strategy. Due to COVID-19, countless companies are adjusting to social distancing government ordinances by employing home-based workforces. For many of those businesses, they’ve reacted with triage solutions, in which employees set up home-offices at kitchen tables, sofas and recliners.
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
Ameyo
APRIL 29, 2020
Great Place to Work® has released the list of certified companies for the FY April 2020- March 2021 and Ameyo has created its space in the certified mid-size organizations. It was indeed a great experience to lead the GPTW certification process and I am honoured to share my experience of this journey. Ameyo had conducted … Ameyo- A Certified Great Place to Work | The Journey Read More » The post Ameyo- A Certified Great Place to Work | The Journey appeared first on Ameyo.
Skybridge
APRIL 29, 2020
Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this. Why? Because it was probably geared toward a set of potential crises that are now, in hindsight, stunningly narrow in their scope. Internal catastrophes, like product failures or leadership challenges are one thing.
Hodusoft
APRIL 29, 2020
The call center industry is one of the most competitive there is. Aside from the strong influx of clients and callers, companies also have to consider their agents who are fighting through hectic schedules and tiring calls. . From a leader’s standpoint, streamlining day-to-day operations is not an easy task. However, adding this one key tool to your arsenal can make all the difference.
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