Tue.Aug 13, 2019

Inside View: Fannie Mae

Contact Center Pipeline

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback.

Why You Need to Reply to Online Customer Reviews

Toister Performance Solutions

Ignoring online reviews can be a big mistake. A 2019 report from the customer insight firm, Womply, revealed small businesses that reply to at least 25 percent of its customer reviews earn 35 percent more revenue than their peers. This is a huge number that's hard to ignore.

The Top Five Customer Onboarding Challenges and How to Solve Them

Totango

Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship.

5 Ways to Transform Contact Center Customer Experience

Transparent BPO

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Make Workforce Management a Priority When Upgrading Your Contact Center

Talkdesk

Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. Until recently, forecasting and scheduling was done by time increments, usually in 15 to 30-minute blocks.

More Trending

The building blocks for digital customer experience

TELUS International

Trends

Gain Efficiency and Empower Agents with Cloud

NICE inContact

NICE inContact CXone call center software helps contact center managers deliver great customer experiences, engage contact center agents, and reduce costs. CXone provides unified administration that simplifies contact center management.

Sales Enablement Success Roundup: August 2019

Guru

How does the Guru team stay on top of the changing sales enablement landscape? Here's what we're reading to stay ahead of the curve: sales enablement

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What is a Sales Opportunity and How to Identify and Manage It?

CrazyCall

Opportunities don’t happen, you create them. – Chris Grosser. According to the statistics, only 13% of leads get converted into sales opportunities across all the channels and it takes about 84 days to convert a lead into a sales opportunity.

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Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

CEO’s Guide to Growth through Customer Experience Alignment

ClearAction

CEO’s Guide to Growth through Customer Experience Alignment Lynn Hunsaker. Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

How to Get Customer Candor

Chip Bell

There is an old off-color joke about an uncultured, farmer’s daughter from the backwoods who lands a scholarship to a finishing school. On her first visit back home, she is asked by a group of her friends what she had learned. She proudly announced that she had learned to say, “Well, I do declare” when what she really meant to say was “bulls- -t!”.

Cats + Kids + Customer Service: Changing the Customer Experience with Video

ConvergeOne

We live in the era of the Internet of Things (IoT); with a Wi-Fi connection and a smart phone, the possibilities are endless. Connectivity is now so integral to our daily lives that we often take it for granted. In fact, an Internet Trends report shows that nearly 90% of U.S. adults use the Internet.

Keep calm and carry on: 5 Reasons for Intraday Scheduling in Contact Centers

teleopti

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up?

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.

Amazing Business Radio: Jim Tincher

ShepHyken

Mapping the Customer Journey. Understanding Every Interaction to Create the Best Customer Experience. Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience.

Here’s Your Inside Look into the Future of Digital-First Customer Service

NICE inContact

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook. And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally.

A Brief Look at the Features of WebRTC

VirtualPBX

With the update of our Web Phone this month, we wanted to give you some more background on the features of WebRTC, the project that lays the groundwork through which our browser-based phone completes voice calls.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Workforce Management (WFM) – Using Historical Data for Contact Center Forecasting

NICE inContact

Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.

Top 5 Tips on Starting a Restaurant Business

CSM Magazine

It’s easy to see the appeal of starting a restaurant. After all, not only is the food and service business much more accessible compared to other industries but many people these days no longer have the inclination or time to cook their meals.

Shaming Customers Drives Conversions, but at What Cost?

Strikedeck

Andy talks about how e-commerce companies make customers feel shameful about opting out of an upsell/add-on opportunity. Customer Success Customers Onboarding saas value realization

10 Tips to Reduce Call Center Turnover

ChaseData

Are you getting tired of learning new names and training new faces at your contact center? Employee turnover is one of the biggest problems in the world of the modern call center. It can be a drain on resources and time - and can chip away at a business’s bottom line.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

A Partnership Built to Improve Customer Satisfaction and Contact Center Performance

Robert Davis

Bright Pattern partners with Robert C. Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. SAN BRUNO, CALIF., AUGUST 06, 2019. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C. Davis and Associates. Robert C.

Can contact center infrastructure solutions integrate with home-grown servicing systems or only commercially available CRMs?

DMG

Question: Can contact center infrastructure solutions integrate with home-grown servicing systems or only commercially available CRMs? Answer: Although many contact center infrastructure vendors offer pre-built, out-of-the-box integrations with leading customer relationship management (CRM) solutions like Salesforce, Zendesk, Microsoft Dynamics, etc., they generally support custom integrations for proprietary applications as well.

APIs 48

Making time to deliver an excellent client experience

Nuance

Financial advisors, like many professionals in service-related fields, spend a lot of time on administrative work. They need to keep up with daily paperwork, meet regulatory compliance requirements, and deliver the right products and services to clients.

Preparing for Hurricane Season: 3 Important Customer Service Considerations

Working Solutions

Hurricane season 2019 is at its mid-point, with several months still left to go. And, although the season is anticipated to be of average intensity, that can still spell major—and unpredictable—disruptions for businesses across the United States and elsewhere. As reported by Time magazine, even though it’s predicted to be “near-normal,” this year’s hurricane season […]. Call Center Outsourcing Business Continuity for Contact Centers

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Understanding Spearline PDD

Spearline

Nobody likes delays. In the modern world of instant messaging, fast broadband speeds, and direct video conferencing, the last thing anyone wants is to wait.

Insights & Analytics: Overcome Data Roadblocks

24-7 InTouch

Digging deep into data can give a meaningful understanding of what customers are thinking, leading to easier strategic decisions and a better customer journey. The tricky part is overcoming common data challenges.

Marketing is Morphing. Insight Departments Must Evolve Too

Maru/Matchbox

“Why more brands are ditching the CMO position” was the headline of a recent Ad Age article.