Fri.Sep 25, 2020

Guest Post: 4 Ways to Generate Revenue From Your Contact Center This Holiday Season

ShepHyken

This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service? It may seem impossible to do all of this at the same time, especially as companies are asked to do more with less.

AVOXI Named 2020’s Best and Brightest Companies to Work For in the Nation

Avoxi

Atlanta, GA - September 25, 2020 -- The National Association of Business Resources has announced the Summer 2020 winners of its 10th annual Best and Brightest Companies to Work For? competition. It’s with great pride and enthusiasm to share that AVOXI was one of their high scorers, joining other prominent companies like BlackBerry?, Gables Residential?,… … The post AVOXI Named 2020’s Best and Brightest Companies to Work For in the Nation appeared first on AVOXI. Company News

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5 Contact Center Communication Skills That Will Make the Agent-Customer Relationship Go From Good to Great

SharpenCX

Earlier this year, I fought for seven months to get an issue resolved with a customer service team. Every couple of weeks, I’d muster up the energy to call the same number and wait on hold until someone answered. Nearly every time I called, I spoke with a different agent.

Guru Knewsletter: Powering Through Obstacles While Working Remote

Guru

Welcome to the breakdown of Guru’s bi-weekly ‘K’newsletter. Every other Wednesday we share an email with industry news, leadership articles, and finally, fun facts, quick tips, and new ' knews' to share with your team. current events

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

TechCares: how we rise to challenges defines us

Nuance

When faced with serious, unexpected challenges, it’s natural for any of us as individuals to first ask, “What do I do?” But as members of multiple personal and professional communities, the single most important question we need to ask ourselves and those around us is: “How can we help?” That was the question that dominated [.] The post TechCares: how we rise to challenges defines us appeared first on What’s next. This is a summary. Visit Nuance's What's next blog to see the full content.

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Customer Success at Scale: Using CS Automation to Do More With Less

Totango

In today’s digital landscape, the constant evolution of technology continually changes the way we communicate and do business with each other. This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

UC Expo 2020 - Am Doing Two Sessions Next Week

Jon Arnold

Time for another UC Expo 2020 shout-out - this time with some news and an updated visual. This UK-based event was supposed to be in-person back in May, and like everyone else, it’s been retooled for virtual, and now goes by the name of UCX: NOW. The event runs 3 days, starting next Tuesday, during which I’ll be participating in two sessions. Bright and early at 7am EST that day, there’s a RingCentral session, where I’m in conversation with their CSO, Praful Shah.

Make It Sizzle! 3 Secrets to Unlocking Your IVR for Greater Revenue

NICE inContact

The ability to use AI in your contact center business is growing exponentially. You might be asking yourself, "where do we start?". Learn the secrets of Fortune 200 companies who are using an AI-powered IVR to achieve their KPIs and gain a competitive advantage. AI Advantages of the Cloud Call Center Best Practices Agent Engagement Contact Center Trends & Insights CXOne NICE inContact CXone

The Only Customer Success Metrics You Should Worry About

Strikedeck

Shreesha talks about the importance of understanding the voice of the customer and how it can give you a more competitive edge. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

An interaction enigma: Chatbot Vs. Live Chat.

AnswerConnect

Live chat keeps customer satisfaction at the front of your business. Chatbots, while a time saver, leave out a key factor: human interaction. The post An interaction enigma: Chatbot Vs. Live Chat. appeared first on AnswerConnect Blog. Answering Service Business Tips chatbot live answer

Hey, I'm #28! Top 100 Unified Comms Influencers

Jon Arnold

I’ll never be #1 in this world, but I’m #28 in a list of top 100 influencers in the Unified Communications space. It’s always nice to get industry kudos, and while it’s never clear what these lists are actually based on, at least it’s peer-based from people who are in this space. The list was compiled by Mio Dispatch , and was published earlier this week - just getting around to sharing it here now.

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Exploring Human Voice and Simulation Training: Nancy Munro

NobelBiz

This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post Exploring Human Voice and Simulation Training: Nancy Munro appeared first on NobelBiz®. Blog Leadership

COVID-19 Global Update Sept. 21 – Sept. 25, 2020

Concentrix

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

VIDEO: Let’s Empower More Women in the Contact Center Space

NobelBiz

This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Let’s Empower More Women in the Contact Center Space appeared first on NobelBiz®. Blog Leadership

Customer Success and Product: How to Align Your Customer-Centric Stars (Part 2 of 2)

ChurnZero

[This is the second installment of a two-part article series. The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment. But first, let’s talk about the fences.

VIDEO: How to Efficiently Test Soft Skills

NobelBiz

Soft skills are not something typically quantifiable, but true contact center specialists know how to test for soft skills in a smart and respectful way that doesn’t dimmish or encroach upon agent experience. The post VIDEO: How to Efficiently Test Soft Skills appeared first on NobelBiz®. Blog Insights

ASCII New York & New Jersey MSP Connect Live Event Recap 2020

NUSO

The second MSP Connect Live for New York & New Jersey was another success! As a result of the current pandemic, the ASCII Group shifted their in-person conferences to a series of engaging online experiences.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How the skills you didn’t know you had could further your career

5CA

In all walks of life, across almost all types of work and career path, all of us run into the need for skills that serve us—whether we’re serving customers an extra-hot double shot latte, securing a multinational corporation’s global network links, or teaching kids to recite their ABCs.

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The Importance of Investing in Customer Success

CSM Practice

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. In this episode, Irit Eizips, Chief Customer Officer & CEO at CSM Practice interviews Nick Mehta, Chief Executive Officer at Gainsigh t, on the topic of the Importance of Customer Success Strategy Investments.

VIDEO: What Should Happen on the First Day of Call Center Training

NobelBiz

The first day in a call center doesn’t have to be a scary and daunting experience for anyone. Here’s what you need to settle during the first day of call center training for absolutely any company and any agent! The post VIDEO: What Should Happen on the First Day of Call Center Training appeared first on NobelBiz®. Blog Insights

What Makes (v)WeCare a Top Customer Service Outsourcing Company

Vcaretec

Choosing a customer service outsourcing company is an important task. Customer support reps handle customers at their most delicate and distraught. It is vital that customer support reps be knowledgeable, patient, and able to solve customer issues without much struggle or delay. Outsourcing customer support makes financial sense to a lot of small and start-up companies, but in order to ensure that it is the right choice for customers is absolutely vital.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

VIDEO: Walter Cronkite vs Anderson Cooper

NobelBiz

This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Walter Cronkite vs Anderson Cooper appeared first on NobelBiz®. Blog Insights

Introducing: Phone Rentals

FluentStream

You already know FluentStream as the best communications provider for small businesses. It’s a responsibility that we take seriously. It’s why we’re constantly working on more ways to make life easier for the small businesses that we work with. Read More.

VIDEO: The Different Types of Training Simulations

NobelBiz

This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: The Different Types of Training Simulations appeared first on NobelBiz®. Blog Insights

How to Use Live Web Chat to Increase Sales on Your Website

Quiq

Share This Story The transition to eCommerce has transformed the shopping experience. Whether people are looking to purchase electronics or other consumer goods, they expect to complete the entire transaction online. When shoppers have questions about an online retailer’s products, they need an easy way to contact a representative. Live web chat enables agents to speak with consumers in their preferred mode of communication, right at the point of purchase.

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

VIDEO: Is Measuring People’s Emotions a Good Idea?

NobelBiz

This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Is Measuring People’s Emotions a Good Idea? appeared first on NobelBiz®. Blog Insights

How Chatbots Are Improving Troubleshooting With Customers

Quiq

Share This Story In the past, customer support professionals needed to answer all tech support questions from customers, either online or over the telephone. As digital technology has become more advanced, chatbots have transformed the way companies across industries handle customer support. These bots answer basic troubleshooting questions, reduce the workload for human agents, and decrease the amount of time customers must wait to receive help.

VIDEO: Simulation Training vs Traditional Training

NobelBiz

This is First Contact: Stories of the Call Center. In episode 9, we sit down with Nancy Munro to talk about her impressive career as a contact center simulation software developer and how she approaches the topic of simulation training in the contact center space. The post VIDEO: Simulation Training vs Traditional Training appeared first on NobelBiz®. Blog Insights