NICE inContact

DECEMBER 2, 2019

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” So to state the obvious – workforce optimization from a software perspective are those solutions that directly improve and upscale the productivity, efficiency and quality output of your agents.

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GetFeedback

DECEMBER 2, 2019

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there. First things first. It costs five times more to sell to a new customer than to sell to a happy one.

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Ameyo

DECEMBER 2, 2019

Ho ho ho! It’s that time of the year again! Get ready to celebrate and stuff your faces with some yummy food. Holiday season sure brings a lot of joy but can also be stressful for both customers and businesses. Businesses see a surge in traffic during this time as people are shopping for themselves … How to Rock Customer Support During Holiday Season Read More » The post How to Rock Customer Support During Holiday Season appeared first on Ameyo.

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ChaseData

DECEMBER 2, 2019

Every year, the news is filled with winter weather tragedies. While serious issues like loss of life are not common as a result of snow and ice, the temporary closure of businesses is frequent. Major companies often see their facilities shut down in the wake of winter weather - and many people’s paychecks suffer a result. Modern call centers utilize technology that is meant to withstand the problems that might compromise traditional telephony, such as VoIP (voice over internet protocol).

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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.

TeleDirect

DECEMBER 2, 2019

How you handle your customers determines ultimate business success. Poor customer service is linked to low satisfaction metrics, disappointed clients, and reduced profits. Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience. After years of research and adaptations to account for today’s fluid business environment and ways of working, the one key to exceeding client expectations is actually four ways.

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Topdown

DECEMBER 2, 2019

If customer communication management , or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt.

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teleopti

DECEMBER 2, 2019

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru. . Over the years, I have been lucky enough to work with many dedicated and talented individuals who have achieved some remarkable things with Workforce Management (WFM).

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Nuance

DECEMBER 2, 2019

Since 2016, Nuance has been proud to exhibit at the International Association of Chiefs of Police (IACP) conference, this year held in Chicago. Each year I challenge my team to reflect on their discussions with law enforcement professionals, the trends taking shape in law enforcement, and ultimately how our exhibit and activities at IACP will […] The post Making a difference at IACP 2019 appeared first on What’s next.

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Talkdesk

DECEMBER 2, 2019

I used to be a bit of a Harry Potter fangirl. When the third book in the series launched, you better believe I was at the midnight release party waiting in line for my pre-ordered copy. I stayed up long hours that summer, voraciously flipping through the pages. When it came time to go to work, I even brought my book with me, reasoning I could squeeze in some reading during the post-lunch lull.

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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

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GetFeedback

DECEMBER 2, 2019

Here is how to optimize your CSAT score to gain the most value. .

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Working Solutions

DECEMBER 2, 2019

We live in a time of unprecedented opportunity when it comes to creating and executing cross-selling and upselling strategies. Thanks to the rapid advance of technology and the online data gathering it enables, businesses have the power to expand relationships with customers in ways that weren’t possible just a decade or two ago. And that’s […].

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Stafford Communications

DECEMBER 2, 2019

Preparing for A Product Recall Consumer products companies are fully aware of the possibility that one of their products could be the target of a product recall or some other unforeseen regulatory crisis circumstance. Even with this awareness, many consumer products companies do not have a proactive crisis management strategy in place. Rather, when a crisis strikes, the mad scramble commences.

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Ameyo

DECEMBER 2, 2019

Ho ho ho! It’s that time of the year again! Get ready to celebrate and stuff your faces with some yummy food. Holiday season sure brings a lot of joy but can also be stressful for both customers and businesses. Businesses see a surge in traffic during this time as people are shopping for themselves … How to Rock Customer Support During Holiday Season Read More » The post How to Rock Customer Support During Holiday Season appeared first on Ameyo.

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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.

Customer Experience

Stafford Communications

DECEMBER 2, 2019

Preparing for A Product Recall. Consumer products companies are fully aware of the possibility that one of their products could be the target of a product recall or some other unforeseen regulatory crisis circumstance. Even with this awareness, many consumer products companies do not have a proactive crisis management strategy in place. Rather, when a crisis strikes, the mad scramble commences.

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FreshGrade

DECEMBER 2, 2019

The holiday season is a perfect time to build a sense of community and purpose in your classroom. Every act of kindness is an opportunity to show your students that small things matter, even if they’re random acts of kindness. We’ve put together a few ideas your whole class can get involved with to make the world a better place…and a few simple acts of kindness that you can remind students to practice the whole year.

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Ansafone

DECEMBER 2, 2019

Problem When a cyber security incident at a global credit reporting and monitoring company rendered more than 2 million U.S. consumers’ personal data vulnerable to theft, the company was faced with the challenge of providing high-quality customer service under difficult circumstances. The breach, which included names, Social Security numbers, birth dates, addresses and, in some … Managed Call Surge 3 Times Regular Volume in Wake of Cyber Security Threat Read More » The post Managed C

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Jon Arnold

DECEMBER 2, 2019

November was busy on many fronts, and one fallout was an unusually light month for writing. Here are the highlights, and you’ll be able to see more if you’re a subscriber to my newsletter - the December issue will be sent out next day or so. How UCaaS Brings Value for both IT and End Users , Nov. 19, Toolbox. com 3 Paths to Success with Cloud Communications , Nov. 12, No Jitter 3 Ways UCaaS is an Opportunity for your Business , Nov. 4, Toolbox.com.

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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.

Self service

Ansafone

DECEMBER 2, 2019

In this full podcast interview with Ansafone Contact Centers, CEO, Randy Harmat, shares his vision of his company and what it takes to be in the call center industry. Ansafone Contact Centers prides itself on 50 years of world-class customer experience and brand care. The post CEO, Randy Harmat from Ansafone Call Centers Shares His Insights on the Call Center Industry appeared first on Ansafone Contact Centers.

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Jon Arnold

DECEMBER 2, 2019

It’s been a busy time for webinars, and I’ve got a new one coming - Wednesday, Dec. 11 at 2pm ET. This is another event hosted by Channel Partners Online, with CoreDial being the sponsor. I’ve worked with CoreDial in the past, and hope you’ll join us as we talk about making the case for CCaaS, particularly for MSPs, who are becoming a growing force in cloud communications, especially among SMBs.

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Ansafone

DECEMBER 2, 2019

Managed Call Surge 3 Times Regular Volume in Wake of Cyber Security Threat The post Cyber Security Threat appeared first on Ansafone Contact Centers.

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Infinity

DECEMBER 2, 2019

At Infinity, we have never been shy about our aspirations to expand the possibilities of call tracking, and ensure businesses make the most of every conversation. Our new office in Manchester and recently acquired new funds - enabling us to accelerate growth both organically and via acquisition - will put us in good stead to deliver these visions. But none of this can be achieved without training and hiring brilliant people at every level of our organisation, so it gives us great excitement to a

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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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TLC Associates

DECEMBER 2, 2019

The first chatbot said hello to the world over 50 years ago. It went by the name ELIZA and was most famously used to simulate the questions and interactions of a therapist. Though some of the early test subjects were captivated by the ELIZA , the program was only giving preprogrammed responses triggered by certain phrases. It was impressive but had clear limitations.

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Robert Davis

DECEMBER 2, 2019

By Brad Baumunk , President and COO, Robert C. Davis and Associates. Jim Collins wrote the best-selling book Good to Great , and we see good daily in our clients’ contact centers. Many of the people we encounter in our contact center work are good but not disciplined and consistent enough to be great. Every day, our contact center consultants focus on adherence to processes and procedures to drive the type of performance necessary to differentiate individuals, teams and organizations.

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ShepHyken

DECEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. (Blue Ocean) As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents.

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