ChaseData
DECEMBER 5, 2018
When you work in the field of call-based marketing or service, you undoubtedly hear the words “agent utilization” tossed around by management. What does this term mean? Why is it important, and what can be done to improve it? Here, we examine the basics of calculating agent utilization and putting this metric to work in your facility.
Unymira
DECEMBER 5, 2018
Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. That's wrong.
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Contact Center Pipeline
DECEMBER 5, 2018
The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was the use of human envoys. When one side or the other sought to initiate a negotiation it sent a “messenger.” The messenger carried a white flag and it was customary not […].
ShepHyken
DECEMBER 5, 2018
In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction. What I haven’t done is talked to you about what causes friction. Here’s a question: What is it that you don’t like about some of the companies and organizations you do business with?
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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
Callminer
DECEMBER 5, 2018
Dialog Direct was able to utilize CallMiner throughout their contact center to increase close rates, decrease training time, and create better customer and agent experiences.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CrazyCall
DECEMBER 5, 2018
Get the whole thing for later reading. This is a one long and meaty post. If you’d like to download the whole thing for later reading grab it right here! Email address. *By entering your email you agree to receive electronic communications from CrazyCall. Everyone wants to provide the best customer service. Happy customer = a successful business. Easy as that.
Customer Experience Matters
DECEMBER 5, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.
Amity
DECEMBER 5, 2018
Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. The company was founded in 2014 as a small team in Silicon Valley and has quickly expanded across the U.S to regions such as Australia, Europe, Brazil, China and now Canada. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise.
Eptica
DECEMBER 5, 2018
Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Published on: December 05, 2018. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. This allows them to be more demanding and less loyal than ever before.
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.
Talkdesk
DECEMBER 5, 2018
Salesforce is an invaluable part of the business infrastructure of many companies. At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team. SICOM’s prior contact center solution lacked basic enterprise features, such as IVR and advanced reporting, which hindered their agents’ ability to quickly and effectively serve customers.
Etech GS
DECEMBER 5, 2018
At the point when customers achieve your contact focus, they need a situation that addresses their issues, settle their worries, and builds up the trust required for a proceeded with association you’re your organization. Successful leaders ought to set up conventions for evaluating that quality with the end goal to guarantee that customers reliably get the best services.
City Communications
DECEMBER 5, 2018
It's easy, in this day and age, to go at it alone when implementing new communications technology in your business. But the landscape is filled with companies shouting about how they all have the greatest solution to every challenge. And you don't always have the time to become a world-class expert in order to make the best decision. When your technology challenge is important and your priorities are pulled in several directions, it can actually make more sense to call in outside help than it do
Enghouse Interactive
DECEMBER 5, 2018
2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Anybody who is running any customer-facing part of an organisation these days is probably already being asked by senior management about their plans and overal
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.
City Communications
DECEMBER 5, 2018
As your business grows, you are likely to encounter a point where it’s necessary to upgrade your communications technology. A contact center with 100 agents needs a different set of features and infrastructure than one with 1,000 or more agents. From access to reporting functions to offering high-performance call quality, many contact centers are finding that a cloud phone system meets the needs of a growing enterprise.
SharpenCX
DECEMBER 5, 2018
Congratulations! You scored a promotion to lead a team in your company’s contact center! But as exciting as it is, you’re probably filled with at least a few jitters, right? Don’t worry. You’re not the first, and certainly not the. Read More. The post The 3-Part Roadmap to Leading the Team You Inherit appeared first on Sharpen Contact Center Software.
Fonolo
DECEMBER 5, 2018
It’s been a big year for Avaya, probably the most important 12-month period in the company’s long, storied existence. In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus. Thus, today’s earnings report was a milestone for the company and it was generally positive.
Call Experts
DECEMBER 5, 2018
The property management industry is one that requires specialized knowledge about properties but also demands clear communication with tenants. It is essential for management companies to take care of emergency issues and keep properties from sitting vacant. Below are three ways that hiring an expert call company can assist in improving customer service and contact while solving business needs. 24-Hour Access for Emergencies.
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
Alorica
DECEMBER 5, 2018
During the last three years, Jamaica has emerged as the fastest-growing BPO country in the Americas. This rise didn’t happen by accident. Long-term planning by government and private-industry leaders like JAMPRO and the Business Process Industry Association of Jamaica (BPIAJ), a robust and growing class of educated youths and a rich cultural heritage built on warmth and generosity have proven to.
Connect
DECEMBER 5, 2018
Today's customer wants to be treated like a person, not a number. But d elivering seamless customer experience (CX) at scale typically presents a significant challenge for global corporate enterprises. Multiple teams serving different business areas often bring consistency into question, which suites of disparate tools and processes only complicate.
Linc
DECEMBER 5, 2018
In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We are behind.” Over time, it's become clear to me that they aren't so much referring to being behind their competitors, but rather that they are falling behind customer expectations.
Help Scout
DECEMBER 5, 2018
If you’re thinking about investing in customer support software, you’re probably wondering if the cost will pay off. Calculating the return on investment (ROI) of a new tool can be tricky. What impact will it actually have on bringing in revenue? Will it truly decrease the cost of doing business? This is an especially perplexing question for customer support teams, where measuring the impact of our actions on business metrics has always been a difficult exercise.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
kommunicate
DECEMBER 5, 2018
For previous versions of Release Notes, head here. The holiday season is upon us, so we decided to gift wrap some cool features, performance improvements, and bug fixes and send it your way ?? (Don’t forget to send us Christmas cards) Let’s dive straight into Kommunicate’s release notes for the month of November. Kommunicate Web [.].
TeamSupport
DECEMBER 5, 2018
We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, boring webinars! Instead, ASP is pairing TeamSupport's CEO, Robert Johnson, up with some of the most innovative and forward-thinking minds in the customer support industry. These webinars will delve into ground-breaking topics you want to know more about and will uncover great insights to help you improve your support operations.
Voiance
DECEMBER 5, 2018
Manufacturing and selling in today’s market is often an international endeavor.
CX Journey
DECEMBER 5, 2018
Image courtesy of Shep Hyken/ABR Let's put the "customer" into customer experience. What does that mean? If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience. They might be giving it lip service, but that’s not the same as actually doing the work, understanding the customer, and designing a great customer experience as a result.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Hero Digital
DECEMBER 5, 2018
2018 has been an exciting year at Hero Digital as we continue to see clients accelerating their growth by investing in customer experience (CX). The market demand for CX services has been substantial, and we’re beyond thrilled to announce some big news as we enter into the new year. We’ve found an agency that shares our belief in the power of CX to change businesses, has been producing digital experiences for top brands since 2006, and aligns perfectly with our core values.
CSM Magazine
DECEMBER 5, 2018
Konstantin Selgitski, Chief Marketing Officer at Apifonica explores how to make it easier for customers to get what they want, when they want and to ensure a positive customer experience. By 2028, recent research forecasts that 70-80% of online purchases will be made using mobile devices. Within a decade, consumers will also be shopping using VR headsets, combining the experience of real-life store shopping with the comfort of home.
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