Talkdesk
MAY 12, 2020
Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily.
VirtualPBX
MAY 12, 2020
The Marketing team at VirtualPBX completes a lot of outreach on search engines and social media platforms. With half a dozen DID numbers in circulation, our in-house call tracking software, Advanced Call Reports, helps us keep track of our efforts. As we’ve written about previously, our Advanced Call Reports tool has seen a lot of success with our Customer Support team in generating call logs about agent performance in call queues.
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Contact Center Pipeline
MAY 12, 2020
If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a […].
ShepHyken
MAY 12, 2020
Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. Shep Hyken interviews Jonathan Lerner. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Top Takeaways: Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either!
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Callminer
MAY 12, 2020
Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MAY 12, 2020
An investment in speech analytics technology is a big one. Here’s a look at everything you need to consider before you make your purchasing decision.
SharpenCX
MAY 12, 2020
Back in college, I took a customer service job one summer working in a call center for a nationwide moving service. When I think back to my first week on the job, my body still recoils with the anxiety I felt. It was overwhelming. Day one you’re handed large amounts of information to learn, systems to get acclimated with, and told to listen to phone calls taken by your peers.
Win the Customer
MAY 12, 2020
O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go. In such a business, it is quite a daunting task to match up the level of requirement as per the customer’s expectations.
Integrity Solutions
MAY 12, 2020
With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. But it will take more than tools and technology to do that. By Donna Horrigan As sales leaders navigate our current situation—a global pandemic that’s wreaking havoc on the economy while social distancing measures keep workforces remote and isolated— the role of sales enablement is coming under increased scrutiny.
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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
Fonolo
MAY 12, 2020
We speak with Laura Reinhold, Member Services Manager at Credit Union of Colorado, about growing up with a ‘heart to help’, breaking down barriers for customers, and the importance of being visible to your team. What’s your origin story? What path led to where you are now at the Credit Union of Colorado? I’ve worked in the credit union industry for the majority of my professional career.
Talkdesk
MAY 12, 2020
Now that you’ve successfully become a work-from-home (WFH) agent, it’s important to develop a deeper understanding of the tools you’ll be using in your day-to-day. If you haven’t already, we encourage you to participate in our robust training and certification program. This is a great way to hone your skills and show potential employers you’re ready to hit the ground running.
ConvergeOne
MAY 12, 2020
By now, you are in the midst of working from home and trying to define what the “new normal” looks like for you and your family. Reflecting on what that has looked like for me over the course of the past month, I noticed some details that raised my level of concern.
Talkdesk
MAY 12, 2020
The work-from-home (WFH) model is quickly becoming the new normal for organizations worldwide. Due to the coronavirus (COVID-19) pandemic, businesses are adapting to ensure the continuity of their operations and the safety of their employees. Remote work has grown more than 44% over the last five years, 91% over the previous 10 years, and proved to be a key enabler of business results. 85% of organizations report an increase in productivity due to greater workplace flexibility.
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.
Tethr
MAY 12, 2020
Not long ago, thriving organizations had a winning customer experience (CX) approach in place. Actionable insights and customer sentiments allowed these companies to make tweaks here and there, but the overall techniques and methods had a framework that was reliable, even predictable. Customer journeys were carefully mapped and studied and teams were able to use data to increase the odds of customer loyalty and reduce associated churn risks. .
Talkdesk
MAY 12, 2020
“The integration to Salesforce was literally a five-minute process to load it onto our system and had an immediate impact on contact center performance and efficiency,” said Vince King, director of corporate setters and operations, Ion Solar. Ion Solar is a premium solar provider and the fourth largest residential solar installer in the U.S. Ease of use, scalability, seamless integration options and simple customization capabilities were some of the advantages that made Ion Solar move its custom
Alorica
MAY 12, 2020
IRVINE, Calif. – (May 12, 2020) – Alorica Inc., a global leader in customer experience solutions, has achieved North America TSIA Rated Outstanding Assisted Support certification for technical phone and chat support provided to Pitney Bowes Inc. customers. The Technology Services Industry Association (TSIA) is the leading association for technology services.
Concentrix
MAY 12, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, various countries have confirmed new numbers of coronavirus infections and deaths. Governments are also continuing to release roadmaps for the gradual easing of lockdown measures. The following is a roundup of key events that have happened around the world in the last 24.
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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.
Alorica
MAY 12, 2020
IRVINE, Calif. – (May 12, 2020) – Alorica Inc., a global leader in customer experience solutions, has achieved North America TSIA Rated Outstanding Assisted Support certification for technical phone and chat support provided to Pitney Bowes Inc. customers. The Technology Services Industry Association (TSIA) is the leading association for technology services.
Andrew Mcfarland
MAY 12, 2020
As businesses across the world reopen, which selling approaches will prove successful in the “pandemic” world? What do buyers want? The pandemic is causing sales techniques to evolve at a quicker rate. Over the last 20-30 years effective selling has.
ChurnZero
MAY 12, 2020
While we are all working from home, you might find yourself looking for some new sources for learning and inspiration to keep you motivated in your role while remote, and podcasts are a great channel for that. So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. .
TeamSupport
MAY 12, 2020
The final part in our three-part series on changing support software is all about the tactical aspects. In Part 1 and Part 2 , we discussed how to identify if your company needs to switch and how to choose the right solution if you do. Now, it’s time to get into actually making the switch happen so you can enable a support team with happy agents that serve happy customers--complete with rainbows and unicorns!
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!
inmoment
MAY 12, 2020
Developing and maintaining a customer experience (CX) program is challenging, which is why many brands turn to a partner to help see this massive endeavor through. If, like many business leaders, you’re wondering how best to go about this process, what follows is an effective methodology for finding the right CX partner for your business: Assess Your Current Program.
Chip Bell
MAY 12, 2020
Pearl Harbor changed everything. The U.S. had managed to stay out of World War II for two years. It started in September 1939. But then, Japanese planes invaded Honolulu on December 7, 1941—a day that will live in infamy. Suddenly, the business of business became the business of war. During World War II, 17 million new civilian jobs were created, industrial productivity increased by 96 percent, and corporate profits after taxes doubled.
Stafford Communications
MAY 12, 2020
4 Ways to Measure Consumer or Patient Satisfaction At Stafford, we work with hundreds of brands. So, we get to see a variety of different approaches to answering the question “Am I making my consumers happy?” We are often asked our opinion on different approaches, so we wanted to share a quick view of four of the ways that we see brands, healthcare systems, and others measuring consumer or patient satisfaction.
Win the Customer
MAY 12, 2020
O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go. In such a business, it is quite a daunting task to match up the level of requirement as per the customer’s expectations.
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
Influitive
MAY 12, 2020
With events canceled across the world due to coronavirus, Influitive has pioneered a ground-breaking virtual event platform called Virtual EventHub™ Virtual EventHub is a combined software and services turnkey package that supports customers and prospective customers who have canceled and or are considering canceling their physical events like conferences and tradeshows due to the coronavirus […].
Calabrio
MAY 12, 2020
I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories. If only one lesson sticks with me (but believe me, there are going to be lots of lessons that I hold on to) it will be that we cannot get through this type of global change alone.
Unymira
MAY 12, 2020
I caught up with Craig Stoss recently on Zoom as we both just transitioned to work from home. We discussed living abroad, his transition to a new role and of course, customer service!
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