Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud. Scammers are armed with advanced technology and access to private user data obtained through illicit channels.

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ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. (ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.

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TELUS International

NOVEMBER 9, 2020

AI-powered robotic process automation, virtual assistants and chatbots promise to change the banking CX. Learn how banks can build trust and get consumers onboard.

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HelpCrunch

NOVEMBER 9, 2020

On the one hand, there are no know-it-all clients who land on a website and understand every bit of information. Something still needs to be conveyed in pieces. On the other hand, the vast majority [ … ]. The post What is a Knowledge Base and Why do You Need It? appeared first on HelpCrunch blog.

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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.

ScreenSteps Call Center

NOVEMBER 9, 2020

You like helping people. That's why you're in the call center industry. And you're good at it. That's why you're moving up the management ladder. But even though you like helping people, you still find it kind of distracting when you get an email or a chat from one of your reps asking you a question you know you've answered before.

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NICE inContact

NOVEMBER 9, 2020

Having an extensive network of active partners—and being a partner to other companies—is a critical driver of business success for NICE inContact, as well as for our partners. The company was recently recognized by three Master Referral Partners for our significant contributions to the respective partnerships—and to growing sales—for each.

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Edify

NOVEMBER 9, 2020

2020 and early 2021 will be a make-it-or-break-it period for many businesses. A staggering 100,000+ small businesses have already closed their doors forever since the pandemic escalated in March, reports the The Washington Post. Sadly, big businesses are closing their doors, too, and Forbes predicts retail bankruptcies could go from bad to worse in 2021.

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Concentrix

NOVEMBER 9, 2020

Proven steps to transform your self service experience. The post 5 Steps to Modernize Your IVR appeared first on Concentrix.

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NobelBiz

NOVEMBER 9, 2020

With the advent of the digital age, social media has become the preferred platform for customer services. Whether you are looking for better customer satisfaction or prospecting a new audience. Here’s what you need to know about implementing social media within your call center service. In this day and age and with the role that social media plays in our daily lives, it`s absurd to wonder whether your call center should manage Facebook, Instagram, Twitter, and other platforms as a solution for c

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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

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Ameyo

NOVEMBER 9, 2020

5th November 2020 will be a historic day for Indian telecom. With the onset of Covid 19, the Department of Telecommunication had to temporarily relax OSP norms so businesses could continue their Customer Service, KPO’s, and Telesales process when more than half of their workforce had to shift to their Homes. Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A M

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Jon Arnold

NOVEMBER 9, 2020

I’m running a 3-part series on AI for SCTC , and last week’s kickoff session was really well attended. We continue next with a particular focus on the contact center, and there sure is a lot to talk about. I’ll be giving an overview of the trends, and then I’ll be joined by Gordon Sexton of Genesys , and Richard Dumas of Inference Solutions. Our Fireside Chat sessions have found a nice groove, and even if you’re not an SCTC member, this should be time well-spent - and for consultants who aren’t

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Customercount

NOVEMBER 9, 2020

Happy 21st birthday Mobius Vendor Partners. Our cornerstones of Assessment, Design, Deployment and Management are the most precise way of determining the best possible solutions. The post Happy 21st Birthday Mobius Vendor Partners appeared first on CustomerCount.

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CSM Magazine

NOVEMBER 9, 2020

Susan Frappell is a 23-year old based in Nuneaton, Warwickshire. She was an apprentice and used Alison.com in her spare time around her studies to gain a diploma in customer service. As a result, Susan secured a job in store support at the head office for a health food retailer which she had previously applied for five times. She has since gone on to secure a promotion at the company and now works as a manpower planning coordinator. “In 2016 I was doing my apprenticeship in admin w

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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.

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Ameyo

NOVEMBER 9, 2020

It’s that time of the year again – time for good food and celebrating with your friends and family. The spooky season is officially over and it’s time to be Thankful and welcome Santa and his elves. However, this year, things are interesting, to say the least with the whole Coronavirus situation. But keeping that … Deliver Happiness on a Plate: Ways to Ace Holiday Season Food Delivery Experience Read More » The post Deliver Happiness on a Plate: Ways to Ace Holiday Season Food D

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CSM Magazine

NOVEMBER 9, 2020

Lawyers offer society a very valuable service. They help people get the money they deserve after an accident, they help bring justice to those that have been wronged, and they keep people safe with how they handle cases in and outside of the courtroom. Unfortunately, sometimes society does not always like lawyers. They can be the butt of many jokes, but one thing that people find that is lacking with legal representatives and teams is their customer service.

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Ameyo

NOVEMBER 9, 2020

5th November 2020 will be a historic day for Indian telecom. With the onset of Covid 19, the Department of Telecommunication had to temporarily relax OSP norms so businesses could continue their Customer Service, KPO’s, and Telesales process when more than half of their workforce had to shift to their Homes. Today after 10 months of … A Milestone in OSP Guidelines – The Department of Telecommunications relaxes Compliance norms for BPOs & IT services Read More » The post A

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CSM Magazine

NOVEMBER 9, 2020

Injuries are an unfortunate part of our everyday lives. You are never sure what might happen to you in the next minute wherever you might be. The best one can do is be ready to take the right action after you have been injured. In many instances, a person is injured because of a mistake made by another person. In this case, one can file a personal injury claim to seek compensation for the damages and losses they suffered due to the incident.

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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.

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Global Response

NOVEMBER 9, 2020

Here at Global Response, we are always researching the latest and best ways to speak your brand. From call center outsourcing to social media support and branded customer care, we help our more. The post The Best Call Center Software Tools of 2020 appeared first on Global Response.

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ConvergeOne

NOVEMBER 9, 2020

The concept of customer experience is top-of-mind for every company with a contact center, and the need to actualize beyond self-service and voice has become urgent. There has been a tremendous push within this space to incorporate newer technologies like omnichannel and journey orchestration. This push has been defined by a desire to develop new opportunities for ecommerce and online marketing through the use of these technologies.

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SmartKarrot

NOVEMBER 9, 2020

Role: Enterprise Customer Success Regional Director Location: Clearwater, FL, US Organization: KnowBe4 The Enterprise Customer Success Regional Director will be responsible to take extreme ownership in developing high performing Enterprise Customer Success teams and successfully manage the daily, weekly, monthly, and quarterly production. Track, manage, and ensure that the Enterprise Customer Success teams are delivering exceptional customer experiences.

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Outsource Consultants

NOVEMBER 9, 2020

Despite the recent BPO market challenges due to the COVID-19 epidemic, the future is still generally bright. . The global outsourcing market is expected to exceed $400B by 2027 , with annual growth as high as 10% annually. . A strong intercontinental georedundancy strategy, coupled with leveraging at-home agents, is more important than ever. And as regions that were once considered pillars of the industry face uncertainty, setting your sights on emerging markets is going to be a key to success i

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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!

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Expivia

NOVEMBER 9, 2020

My team and I are beginning to talk about budgeting and technologies for 2021, and now is the time for us to start making some hard decisions. This week I want to talk about where I think the industry is headed in the next 12-18 months, and give you some insight so you can be prepared and be able to evolve with the industry. 1. Real Time Transcription.

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