Callminer

JUNE 9, 2020

Average handle time, or AHT, is an important call center metric. In the simplest terms, AHT is the average time it takes to handle a call or transaction from start to finish – from call initiation, to hold time, to talk time, and all the way through to any related tasks an agent must perform post-phone call to resolve that call. To calculate AHT, add your total talk time + total hold time + total after-call tasks, and then divide by the number of total calls.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. After all, these are the people who connect with dozens of your customers each day and support them with any issues or challenges they may have. For this reason, it’s crucial to arm them with the knowledge and skills required to succeed.

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Contact Center Average Handle Time First call resolution Metrics 129

ClientSuccess

JUNE 9, 2020

The past few months have been ripe with changes, and not just for CSMs. Virtually every single industry and role has been impacted by the COVID-19 crisis and, as the weeks turn to months and short-term solutions turn into long-term strategies, companies of all shapes and sizes are starting to fall into a new routine. For many CSMs, adjusting to the ‘new normal’ requires double the processes.

SaaS 65

SaaS Accountability Technology Personalization 65

ShepHyken

JUNE 9, 2020

Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. Shep Hyken interviews Jason Korman , CEO of Gapingvoid Culture Design Group. They discuss how culture impacts customer service and experience and strategies for designing the company culture. Top Takeaways: Culture and culture design are management systems.

Engineering 217

Engineering Customer Experience Customer Service Management 217

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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.

Contact Center Pipeline

JUNE 9, 2020

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area is our music-on-hold experience, and the voices used in greetings and other applications. This sets the tone with our customers before they even start a conversation with our agents. My conversation […].

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Customer Experience Interactive Voice Response Contact Center Call Center 182

Taylor Reach Group

JUNE 9, 2020

by JD Fairweather. COVID-19 is making clear to US companies and other firms around the world the need for better cost management in the midst of uncertainty. These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic.

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Virtual Agent Contact Center outsourcing Government 129

Nicereply

JUNE 9, 2020

We want our people to feel happy, right? It’s never too early to ask relevant questions, get the ball rolling, and making a better future. You’ve probably heard of customer satisfaction surveys (CSAT). They measure how satisfied with your product and services your customers are and give you a barometer of where you need to improve. Well, we’d like to introduce you to employee satisfaction surveys (ESAT).

Surveys 104

Surveys Construction Employee engagement Management 104

Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. The eCommerce market is expected to grow by 11 trillion dollars between 2021-2025. The pandemic has really spiked up the eCommerce market since many brick-and-mortar retails have been forced to take their business online.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

Working Solutions

JUNE 9, 2020

Talking with KRLD business analyst David Johnson, Working Solutions chief executive Kim Houlne discusses how on-demand customer service is well-suited to perform during large-scale crises, such as COVID-19, with remote contact center agents. In the interview, Kim discusses the flexibility a virtual workforce gives businesses, which otherwise might be hamstrung within brick-and-mortar operations. […].

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Contact Center Customer Service Customer Experience 96

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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

Surveys

pindrop

JUNE 9, 2020

Before we adopt long-term work from home, we have to grapple with the risks . The second quarter of 2020 has been a massive experiment for millions of people worldwide. In just a few weeks, the average commute time for millions of white-collar workers has been cut to zero – the time it takes to move from one part of their house to the next! But have we moved too fast?

Banking 92

Banking Surveys Wait times Accountability 92

VirtualPBX

JUNE 9, 2020

Today’s guest post was written by Ashley Lipman of Outreach Mama , a link and authority building agency. Word-of-mouth marketing is evolving into world -of-mouth marketing. As more businesses move online, having recommendations and reviews is more important than ever for building customer trust. Over half of B2B purchasing decision-makers rely on reviews as a source of credible information.

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B2B Marketing Feedback Customer Service 87

Ameyo

JUNE 9, 2020

Instagram, a short video and photo sharing social networking platform was found in 2010 and since then has gained popularity amongst the younger generation. As per a report by Forrester, it’s widely acknowledged as the king of social engagement. According to Statista, as of June 2018, Instagram reported more than 1 billion monthly active users … How Instagram is the Customer Engagement Channel you need?

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SharpenCX

JUNE 9, 2020

When I hop in the car, I almost always open Google Maps to get from point A to B. Even when I know the route, I check my phone’s map to see if there’s bad traffic or an accident that would lengthen my ETA. I lean on this guidance to help me make the right turns and avoid fender benders that leave me stuck bumper to bumper. And other times, I just want to make sure I pass Starbucks for my daily dose of caffeine. .

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Call Center Contact Center Coaching Employee engagement 76

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

Eptica

JUNE 9, 2020

Date: Tuesday, Juin 2, 2020 Author: Arnaud Dufournet - Chief Marketing Officer Service client : ce que les sages de l’Antiquité ont à nous apprendre. Publié le: 02 Juin 2020. Auteur: Arnaud Dufournet - Chief Marketing Officer Bien que le service client constitue en soi une discipline relativement récente, les meilleurs services s’appuient sur des qualités humaines naturelles et intemporelles telles que l’empathie, la communication, l’apprentissage et la soif de connaissance.

Marketing 79

Marketing 79

Jon Arnold

JUNE 9, 2020

I follow Leesman , a UK-based consultancy focused on employee experience, and they do really in-depth research. Some of their work lines up nicely with my coverage, including their latest study on home working. First wave results were recently shared, and with permission, I’ve put together a post with a few key findings. There’s a lot of data here, and the basic narrative is that there are some things better about working from home, and others that are better in the office.

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Consulting Consulting Management 83

kommunicate

JUNE 9, 2020

In this post, we will talk about the best NLP libraries for Node and JavaScript that we have come across. Let’s start right away. We have also compiled a video for the same as well: What is Natural Language Processing (NLP)? Natural language refers to the way humans communicate with each other. Natural Language Processing [.]. The post NLP Libraries for Node and JavaScript appeared first on Kommunicate Blog.

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Tethr

JUNE 9, 2020

Every interaction plays a part in a customer’s perception of your organization. Establishing the best possible customer experience means your agents must know best practices regarding how to build rapport with both customers and prospects over the phone. Rapport building starts with the first interaction and is an ongoing initiative. As the relationship blossoms, so should the rapport with the client.

Scripts 65

Scripts Best practices Call Center Personalization 65

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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

Noble Systems

JUNE 9, 2020

Once you have determined that you need a better contact center solution , and what kind of solution and the most important features for your particular situation, you’re ready to choose a technology partner. There’s a wealth of information on the internet about the best call center software, but it can a bit overwhelming. Selecting the Right Technology Partner.

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call center software Call Center Contact center software Contact Center 68

Concentrix

JUNE 9, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, European countries cautiously prepare for reopening while new outbreaks in Asia and South America alarm officials. Both India and the Dominican Republic have recorded a new daily high, and a spate of new cases in South Korea and the Philippines has led its. The post COVID-19 Global Update June 9, 2020 appeared first on Concentrix.

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Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value. During the current crisis, the importance of those elements of connection, finances, and trust has only increased.

SaaS 62

SaaS Enterprise Construction Finance 62

FreshGrade

JUNE 9, 2020

Learning is sometimes equated with activities that end in an assignment that’s handed in. But teachers know that learning happens everywhere…and that sometimes the most valuable learning comes from everyday activities. Teachers, check out these five skills you can ask students and families to consider, capture, and upload to FreshGrade. When they post something, don’t forget to let them know they’re doing some great things at home.

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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!

Feedback

Customer Experience Matters

JUNE 9, 2020

In my previous post, I identified five strategies for leaders to combat discrimination within their organizations. That was the start of Qualtrics XM Institute’s efforts to eliminate discrimination. One of the other ways that we can hopefully drive improvements is to use our research to shine a light on some of the issues. Given that reports have shown that COVID-19 is disproportionately affecting communities of color in the United States, we decided to look at two recent data-oriented posts wit

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Customer Experience 62

LiveVox

JUNE 9, 2020

On-Demand Webinar: Self Service Strategies to Maximize Inbound Call Traffic Full Transcript Lindsay (00:00): Good morning, everyone. This is Lindsay with LiveVox. Thank you for joining today’s webinar, Self-Service Strategies to Maximize Inbound Call Traffic. We are about two minutes until the top of the hour. So we’re going to give some folks a couple.

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Self service 52

NobelBiz

JUNE 9, 2020

The FCC has been cracking down hard on caller ID spoofing and it’s safe to say it’s a practice frowned upon by both consumers and the regulatory commissions. Caller ID spoofing is one of those hot topics that’s subject to constant changes. So we’re keeping this page updated as we go along! Legal Spoofing vs Illegal Spoofing – What’s the Difference?

Telemarketing 52

Telemarketing Contact center software Government Healthcare 52

Injixo

JUNE 9, 2020

Workforce management (WFM) technology is probably the most underrated solution approach to tackle agent attrition in contact centers. In this blog post, we will tell you about the top WFM features you need to reduce attrition rates and explain the benefits of WFM from an agent’s perspective.

Contact Center 52

Contact Center Technology Management Employee engagement 52

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

Journey mapping

Ameyo

JUNE 9, 2020

I am sure you are no stranger to the WhatsApp messaging platform. After all, it is one of the most popular messaging apps in the world today. More than 2 billion users across 180+ countries are using this application to interact with their friends and family. Well, the cherry on top is that now WhatsApp … How Banks and Financial Sector can Benefit from WhatsApp Business Read More » The post How Banks and Financial Sector can Benefit from WhatsApp Business appeared first on Ameyo.

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Banking APIs Customer Service 52

pindrop

JUNE 9, 2020

Before we adopt long-term work from home, we have to grapple with the risks . The second quarter of 2020 has been a massive experiment for millions of people worldwide. In just a few weeks, the average commute time for millions of white-collar workers has been cut to zero – the time it takes to move from one part of their house to the next! But have we moved too fast?

Banking 52

Banking Surveys Wait times Accountability 52

Ameyo

JUNE 9, 2020

I am sure you are no stranger to the WhatsApp messaging platform. After all, it is one of the most popular messaging apps in the world today. More than 2 billion users across 180+ countries are using this application to interact with their friends and family. Well, the cherry on top is that now WhatsApp … How Banks and Financial Sector can Benefit from WhatsApp Business Read More » The post How Banks and Financial Sector can Benefit from WhatsApp Business appeared first on Ameyo.

Banking 52

Banking APIs Customer Service 52