Beyond Philosophy

AUGUST 27, 2020

Many decisions that we make in life are subjective, without a “right answer.” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, when you don’t provide it with time, sometimes we emphasize the wrong information, which results in less than optimal decisions.

Consulting 420

Consulting Consulting Customer Experience Management 420

Steve DiGioia

AUGUST 27, 2020

Respect, decency, and courtesy are foundational measures of society. A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer. Have you ever had a salesperson or customer service rep tell you something in a way that came across as rude or uncaring? I bet you did and didn’t realize it.

Personalization 208

Personalization Customer Service 208

Fonolo

AUGUST 27, 2020

What is the primary purpose of a contact center agent? You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. There are tons of ways to optimize your contact center for a consistently excellent customer experience, but often it’s the little things that can make or break the interaction — namely, what you say and how you say it.

Contact Center 135

Contact Center Transportation Construction Customer Experience 135

Tethr

AUGUST 27, 2020

The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. AI gives your voice of the customer programs the edge they need to make measurable change. An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and innovation.

Enterprise 117

Enterprise Customer effort Upselling Call Center 117

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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

AUGUST 27, 2020

People are, by nature, social animals. And that socialization is more important than you might think. In so-called “normal times,” when stress levels are already somewhat high, relationships promote a sense of community and strengthen ties between family and friends. 2020, in case you haven’t heard, isn’t normal by any means. A year of forgettable events has been punctuated by the COVID-19 outbreak, and with it the subsequent lockdowns, skyrocketing depression, and complete disruption of the goo

Business Process Outsourcing 96

Business Process Outsourcing outsourcing Call Center Personalization 96

Cincom

AUGUST 27, 2020

Successful product rollouts are largely a matter of execution. You can have the greatest widget in the world but if you blow the rollout, no one will know about it; no one will understand how to sell it; and no one will buy your widget. CPQ can help you launch new products more effectively and in less time. Today, product success is frequently determined by who gets to market first.

Marketing 98

Marketing CRM Sales Scripts 98

AnswerConnect

AUGUST 27, 2020

The Gulf coastline recently experienced the landfall of Hurricane Laura. Winds of up to 110 mph, combined with extensive rain. Continue Reading → The post Hurricane Laura: Running Your Business Beyond Natural Disasters. appeared first on AnswerConnect Blog.

Answering services 97

Answering services 97

Ameyo

AUGUST 27, 2020

“A leader is one who knows the way, goes the way and shows the way.”-John C. Maxwell Contact Center management is by no means an easy job. It requires strategic acumen, hard work, and the talent to motivate people to hit stringent targets and to get work done. Influential leaders need to be familiar with … Simplify Contact Center Management with Latest Ameyo Features Read More » The post Simplify Contact Center Management with Latest Ameyo Features appeared first on Ameyo.

Contact Center 84

Contact Center Management Analytics Call Center 84

VirtualPBX

AUGUST 27, 2020

When potential customers ask us if we can build them a customized telephone system, of course we first respond with “Yes!”. Then we think of the two ways in which we can offer a phone plan that fits their business like a glove. We can outright offer or alter the plans we have established, including our Unlimited Minutes Plans for larger businesses and Unlimited Users Plans for businesses without high call volumes.

Enterprise 83

Enterprise Engineering Sales Management 83

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

Toister Performance Solutions

AUGUST 27, 2020

Retail schedules can wreck havoc on employees' lives. A few years ago, the New York Times published this heart-breaking story about a Starbucks barista whose work schedule made it a struggle to find a place to live, care for her young son, and go to school. She would often get her weekly schedule with just a few days notice, and her hours were wildly erratic.

Sales 77

Sales Accountability Management Customer Service 77

NICE inContact

AUGUST 27, 2020

In this digital era, people are used to instant access to anything, at any time, on any device. It’s no wonder that when consumers contact your business—whether it’s to make a purchase or report an issue—they expect that same instant experience. And bearing the brunt of these ever-increasing customer demands are contact centers. You need a platform that not only handles voice and digital channels, but also gives your agents and supervisors the tools they need to be efficient and effective.

Contact Center 71

Contact Center Best practices Call Center Customer Experience 71

Interactions

AUGUST 27, 2020

The new normal isn’t so normal. It’s no question that the pandemic has changed consumer behavior forever. And as the new way of doing things continues to evolve, businesses will attempt to keep pace with consumer preferences by offering new ways of doing business. Even in the past few months, we have seen an exponential increase in digital transformation initiatives, which can only be predicted to increase further as more time passes.

Journey mapping 71

Journey mapping Wait times Contact Center Customer Experience 71

Jon Arnold

AUGUST 27, 2020

Increasingly, it seems that most problems and solutions are filtered through the lens of technology, and while that’s just the way the world is going now, this does not explain everything. AI doesn’t rule the world yet, and there’s plenty that technology cannot fix or explain. This isn’t meant to knock technology, but it’s rarely a silver bullet, and human nature does not easily conform in the ways that makes tech so efficient.

Contact Center 73

Contact Center Technology 73

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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

TeleDirect

AUGUST 27, 2020

People are, by nature, social animals. And that socialization is more important than you might think. In so-called “normal times,” when stress levels are already somewhat high, relationships promote a sense of community and strengthen ties between family and friends. 2020, in case you haven’t heard, isn’t normal by any means. A year of forgettable events has been punctuated by the COVID-19 outbreak, and with it the subsequent lockdowns, skyrocketing depression, and complete disruption of the goo

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Call Center Personalization 62

Monet Software

AUGUST 27, 2020

How not to get overwhelmed when you’re new to QM. When you’re just getting started with quality management (QM), it can be overwhelming. It’s impossible to change everything in the contact center at once, so where should the organization focus its effort to drive the biggest quality improvements early on? Sad to say, it will depend on the company, but there are proven ways to target initiatives for maximum benefit.

Quality management 62

Quality management Call Center Management Call flow 62

TeleDirect

AUGUST 27, 2020

Let’s talk about the concept of “normal business hours.”. For your business, they’re somewhere in the standard 9 to 5 range, give or take a few hours either way, depending on your business sector, service or specialty. For your customers, they’re noon to midnight. Every day. Every week. 24/7/365. Standard business hours are well defined. Customer service hours , on the other hand, literally never end.

Answering services 62

Answering services Business Process Outsourcing outsourcing Enterprise 62

BlueOcean

AUGUST 27, 2020

The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new partner amidst the uncertainty of the pandemic can be overwhelming.

outsourcing 62

outsourcing Customer Care Government Contact Center 62

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!

Feedback

Cincom

AUGUST 27, 2020

Beneficial technology partnerships have become an essential element in the creation of a successful business. Going it alone may sound good, but the fact is there are not many businesses that can stick to a DIY strategy and survive. Technology partnerships offer a great way to obtain access to markets, special skills, tribal knowledge , physical assets and operational scalability that would simply not be possible to the enterprise relying on its native capabilities.

Technology 64

Technology Government Enterprise Marketing 64

Noble Systems

AUGUST 27, 2020

Telemarketing call centers can fulfill a variety of needs beyond simply selling, and they can provide both outbound telemarketing services and inbound telemarketing services. Telemarketing is a common enough term that most people have heard, but what exactly is it? What types or programs does it include? And what technologies do you need to get started?

Telemarketing 53

Telemarketing Call Center Gamification Contact center software 53

FluentStream

AUGUST 27, 2020

If you’re like me, de-escalating a customer service call is the closest you ever want to get to being an FBI hostage negotiator. The stakes are lower, but the sense of accomplishment when everyone (except I guess the hostage taker). Read More.

Customer Service 52

Customer Service 52

Hodusoft

AUGUST 27, 2020

Remote work is the necessity of almost all businesses across the globe. The Corona pandemic has changed the way of business operations. It has demanded social distancing and quarantine; hence, companies practice work from home for safer and smoother business operations. In fact, it’s a good practice in the current scenario where you can empower employees’ safety by allowing them to work remotely to run business seamlessly.

Contact center software 52

Contact center software call center software Contact Center Call Center 52

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.

Contact Center

inmoment

AUGUST 27, 2020

Delivering promises is one of the most important things a brand must do for its customers. Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Succeed, and the brand generates loyalty and retention. Fail, and the organization ends up burning bridges—potentially permanently. So, how can brands avoid breaking promises?

Airlines 52

Airlines Customer Experience 52

JustCall

AUGUST 27, 2020

Want to reach out to your customers in Canada? Or perhaps you have someone amongst your friends or relatives living in Canada. Irrespective of whom you are dialing up from the US to Canada, there is a set of steps you need to follow. With this quick, handy guide you will understand how to call Canada from the US. So, let's begin by looking at a few things you should know when calling Canada from the US.

virtual call center 52

virtual call center CRM Call Center Personalization 52

Skybridge

AUGUST 27, 2020

For months, Americans have been adapting their consumer behaviors to accommodate the restrictions brought on by the pandemic. And, not surprisingly, they’ve learned a lot of lessons along the way. Turns out, some brands have made it easier than others. Some brands have risen to the challenge and demonstrated exquisite levels of customer care. As a result, a growing number of consumers say they no longer intend to return to their “pre-COVID” shopping habits.

Customer Care 52

Customer Care Metrics Surveys Marketing 52

Babelforce

AUGUST 27, 2020

In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction Easy Contact Center Automation (eBook). You already understand the importance of knowing how customers feel about your brand. . But do you know *which* metrics are up to the task? Today we’re going to look at three of the most important measurements of customer service.

Metrics 52

Metrics Benchmark Contact Center Customer effort 52

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.

Contact Center

LiveVox

AUGUST 27, 2020

Learn how to develop emotional intelligence in your contact center agents for more positive, and personal, customer interactions. Tracey Zimmerman, President at Robots and Pencils, knows how to future-proof businesses with innovative, customer-centered digital strategies that dazzle & delight Full Transcript Boris: [00:00:00] Good morning. Good afternoon, folks.

Contact Center 52

Contact Center Personalization 52

CSM Magazine

AUGUST 27, 2020

We all have different things that we are good at. If you are a people person and are great at communicating and helping other people you should consider a career in customer service. When most people think of customer service jobs, they think of people who work in a call centre who listen to other people complain all day. And while that type of job may work for some people, thankfully, there are other jobs out there where people with good customer service skills can really shine. 1.

Customer Service 52

Customer Service Real estate Advertising Sales 52

bold360 Blog

AUGUST 27, 2020

The early days of COVID-19 were a make or break moment for so many service and support teams. The virus drove a radical shift towards digital channels and remote work that impacted both service employees and their customers. For support teams that hadn’t invested in self-service and digital tools like chatbots , the pandemic brought unmanageable surges in call volume that led to long wait times and rampant customer dissatisfaction, as well as burned-out agents.

Customer Support 52

Customer Support Chatbots Transportation Self service 52