Thu.Jan 26, 2023

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Is Your Center Really Resilient?

Contact Center Pipeline

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue of this esteemed publication, I showed how Covid and the move to work-from-home (WFH) provided a clear rationale for making preparedness mission-critical.

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The Seven Key Strategic Questions Essential for Gaining Growth in 2023

Beyond Philosophy

It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them.

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CX4Now: CX and Contact Center Trends to Watch, According to These Influencers

Fonolo

If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding. There’s so much industry news out there – where should you focus your attention? We asked nine influencers and leaders in the CX and contact center spaces to weigh in on the biggest trends for 2023.

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Improve Medicare Star Rating Numbers by Teaching Kindness

The Northridge Group

Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star ratings from five to four stars. While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor.

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The 2023 Verint Experience Index: Retail

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

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In hospitality, your people are NOT your most important assets.

Bill Quiseng

In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills.

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How to Create Mobile-First Customer Service

Quiq

Chatting with companies over the phone, even your favorite ones, isn’t a fun experience. It’s a necessity. It’s like going to the dentist—something you don’t look forward to but have to do nonetheless. In today’s hectic, multi-tasking world, people don’t have time for phone calls. Their desire to make phone calls is inversely proportional to their age—the younger you are, the closer you get to zero.

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What is Upward Communication and How You Can Implement it

Guru

Open and transparent communication is the backbone of employee motivation, productivity, and happiness. It’s important for employees to feel like their concerns are heard, their contribution is valued and that they have a safe space to work in.

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Humans: The #1 Risk for Contact Center Compliance

Interactions

Humans remain the number one driver of the need for compliance and data breaches today, demonstrating that security is no longer just a technical challenge but a human one as well. Plenty of statistical data supports this claim: 82% of breaches involved the human element. ( Verizon ) 44% of data breaches include PCI or PII. ( IBM ) Insider threat incidents have risen 44% over the last two years. ( IBM ) Per incident costs are up more than a third to $15.38 million. ( IBM ) On average, 5% of

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6 Ways to Instantly Improve Customer Satisfaction

Quality Contact Solutions

Customer satisfaction is vital to the success of any business. You want happy customers because satisfied customers are repeat customers! And repeat customers mean more revenue for the company. Every business wants to make customers happy, but most assume they already do. The fact is, there are many ways to improve customer satisfaction , and doing so will contribute significantly to sustained growth. 6 Ways to Improve Customer Satisfaction Here are six ways your company can improve custome

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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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Telephone Still Preferred Channel for Customer Service Interaction

Interactions

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections. Automated-response bots, live chat, social media, and email are all cheaper channels than voice, but demand for empathetic human relationships remains high.

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The Agent’s Role in the Omnichannel Customer Journey (And How to Support It)

Vistio

Contact centers are finding themselves in an increasingly omnichannel world where there are many ways for customers to find assistance and resolve an issue. From self-service to chatbots and email to social media, customers can choose the channel that works best for them, leading to better customer experience overall. With these digital channels on the rise, it may seem like the agent doesn’t have a significant role in the omnichannel customer journey.

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Let’s Have An Honest Conversation About The HVAC Call Center.

Call Experts

If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center. Keeping those customers happy and returning for more separates you from businesses with lower prices or bigger advertising budgets. And finding differentiators for your HVAC business is essential in today’s growing market.

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Tips for Operations Leaders: Managing Your Contact Center Through a Recession

LiveVox

The economy is facing uncertain times in the upcoming year, with some parts of the world fully in a recession and others bracing for one. Macroeconomic forces created on the tails of COVID have left contact centers from financial services to retail to the tech sector needing to shore up resources. Leaders and staff alike […] The post Tips for Operations Leaders: Managing Your Contact Center Through a Recession appeared first on LiveVox.

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The Open CCaaS Advantage Report

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.

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TDCX Announces Launch of Digital Customer Experience Center of Excellence in Singapore

CSM Magazine

Angie Tay, Group Chief Operating Officer, TDCX TDCX Inc., an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. The Center will focus on leveraging technology to develop CX solutions that enable hyper personalized, seamless and secure customer engagement in both physical and virtual environments, such as in the metaverse.

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ChatGPT, GPT-3, and Your Conversational AI Solution

Creative Virtual

By Chris Ezekiel, Founder & CEO Since the official announcement in November 2022, there has been an enormous amount of buzz and excitement about OpenAI’s ChatGPT. Industry experts are publishing articles about it, social networks are filled with comments about it, and local, national, and global news organisations are reporting stories about it.

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Employers Are Stepping Up As 53% of Frontline Colleagues Report Symptoms of Stress

CSM Magazine

Research released today by the CCMA (Call Centre Management Association) highlights the changing nature of calls taken in the contact centre are having an impact on frontline wellbeing, with more than half of frontline colleagues reporting at least one symptom of work-related stress or burnout. The good news is that employers are stepping up and providing support, with 42% of frontline colleagues receiving a bonus payment in 2022.

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Customer Quality Assurance – Call Calibration: Comprehensive Guide

SQM Group

This blog provides a comprehensive guide on the importance of call calibration, including tips on conducting sessions to help agents improve customer service.

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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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Taking Care of an Elderly Relative: Your Options

CSM Magazine

Unfortunately, getting older is simply a part of life, and the inevitable decline that happens, as a result, is often unavoidable. There often comes a point when your elderly relatives can no longer live unassisted. This could be because of a decline in their mobility, eyesight, hearing, mental process or long-term illness. You have a few different options.

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Future of Work Expo, Feb. 14-16 - Updates

Jon Arnold

Another update for my upcoming Future of Work Expo , taking place in Ft. Lauderdale in just a few short weeks. FOW Expo is one of the sub-events with TMCnet’s long-running ITExpo. This is my fifth go-round as Chair, and the speaking roster is just about done. Still a handful of open panel spots, so if that’s of interest, you can review the full agenda here , and get back to me if you see a particular topic - thanks.

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?ontact Center For Sales: Opportunities and Tips

Voiptime

All of us know that sales are the primary goal of every business. To tell the truth, business exists to perform sales, as its goal is to earn money, and there`s no way to do that without selling something. Goods, services, and even knowledge are sold, but that is all about theory, not practice.

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Measure customer satisfaction with these 3 KPIs

Hello Customer

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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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Best Egg achieved three times faster ML model training with Amazon SageMaker Automatic Model Tuning

AWS Machine Learning

This post is co-authored by Tristan Miller from Best Egg. Best Egg is a leading financial confidence platform that provides lending products and resources focused on helping people feel more confident as they manage their everyday finances. Since March 2014, Best Egg has delivered $22 billion in consumer personal loans with strong credit performance, welcomed almost 637,000 members to the recently launched Best Egg Financial Health platform, and empowered over 180,000 cardmembers who carry the n

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