Eckoh
MARCH 3, 2020
Voice channels will have a bigger say in how customers interact with the Contact Center of the Future. So says Ashley Burton, Head of Product at Eckoh, in this final instalment of his five-part series. Through a set of blogs, we've been examining the Contact Center of the Future and the customers we can expect , the agents we'll have to hire , the managers who'll oversee operations and the payment services we'll need to provide.
Totango
MARCH 3, 2020
Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them. The real CS works starts post-customer acquisition. As an organization, you need to constantly ensure that customers’ desired outcomes and objectives are met, and that they’re getting something out of your pr
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Contact Center Pipeline
MARCH 3, 2020
Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today embrace flexible scheduling and remote working for some segment of their population. Based on remote-work consulting and conferences with hundreds of clients, trends that we see in terms of mistakes and […].
ShepHyken
MARCH 3, 2020
The Radical Relevance of Customer Experience. Crafting Your Message to Deliver a Consistent Internal and External Experience. Shep Hyken interviews Bill Cates. They discuss his new book, Radical Relevance: Sharpen Your Marketing Message – Cut Through the Noise – Win More Ideal Clients , and how companies can create the message that best defines their customer experience.
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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.
Thinq
MARCH 3, 2020
Since emerging in Wuhan, China in late January, the global community continues to grapple with addressing the COVID-19 coronavirus outbreak. With more than 40,000 active cases in 77 countries and counting, the World Health Organization has not yet officially declared the outbreak as a pandemic. With that announcement expected, the WHO is requesting that governments, […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
MARCH 3, 2020
As business leaders, it’s our job to take care of our employees and our customers. We may not be able to control most natural disasters and emergencies, but we can control how we support employees and customers during these times. A recent article in Harvard Business Review, “ What’s Your Company’s Emergency Remote-Work Plan? ”, highlights the importance of business flexibility in times of crisis, noting the increase in remote working, establishing communications protocols and identifying
Etech GS
MARCH 3, 2020
Though the servant leadership style came into existence several decades ago, the values this approach embraces are still applicable today. In fact, the majority of today’s team members likely view leadership by serving as an effective, approachable style. More than one third of the American workforce is comprised of Millennials, and that percentage may rise to 50% by 2020.
Pipkins
MARCH 3, 2020
Brush Up On Your Policies. The coronavirus has created quite a controversary over how to continue with routine situations in the event there is a prolonged emergency quarantine or outbreak. The New York Times reports that Switzerland has banned gatherings of 1000 or more people. Factories have shut down in China and Governor Gavin Newsom is contemplating a state of emergency to handle a coronavirus outbreak.
SharpenCX
MARCH 3, 2020
Imagine this: It’s your first day at a new job. You’ve got some butterflies in your stomach, enter the office building, and… there’s no one to greet you. You ask the receptionist where you’re supposed to go, and it’s evident he didn’t even know you were starting today. No one takes you to lunch, or introduces you to the rest of the team. Eventually, the receptionist takes your paperwork, you’re led to a desk, handed a headset and script, and you’re told — get to work!
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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
Tethr
MARCH 3, 2020
Looking into flexible scheduling options is one way to offset call center agent turnover. For some, this might mean allowing your workers to select shifts that best support their home lives. For others, this means giving reps the reigns to work remotely if the technology is in place to support it. Transitioning from a team of 100 percent onsite call center agents to a more flexible working environment can be daunting.
Totango
MARCH 3, 2020
Hi, When we started our winter release journey to Jasper, I mentioned we would have lots of surprises in store. Today we have more exciting news for you! Outcome SuccessPlans & Customer Portal. You can now manage long-term plans for your accounts using the Plan tab in the account profile, benefiting both your internal team and your customers. This enables you to document objectives and the SuccessPlays and tasks driving them for your customers, giving your entire team visibility and the abi
ChurnZero
MARCH 3, 2020
Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. For those in Customer Success, it can sometimes seem that your schedule is constantly being taken up by back-to-back customer meetings (which might really be the case), but it’s important to take the time and come up for air…and sometimes the best way to do that is to get out of the office.
BlueOcean
MARCH 3, 2020
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s third Stevie Award. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Blue Ocean’s winning entry highlighted the incredible success of one of the company’s tech support teams.
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.
Guru
MARCH 3, 2020
What is Sales Enablement Content? Sales enablement is the key to empowering your salespeople to perform better and more confidently in their roles. Critical to that outcome is sales enablement content, the ammunition your salespeople need to effectively engage prospects, convert them, and close deals.
Ansafone
MARCH 3, 2020
Natural disasters are inevitable and it can be quite daunting to prepare for something that huge at a drop of a hat. From hurricanes to tornadoes to wildfires, more people than ever before are finding themselves in harm’s way. Because of these increases in these occurrences, it has become vital that call centers like Ansafone … Scaling and Preparing for Natural Disasters Read More » The post Scaling and Preparing for Natural Disasters appeared first on Ansafone Contact Centers.
Chip Bell
MARCH 3, 2020
I was driving from Portland to Corvallis, Oregon, to deliver a keynote. It was early morning with light snow. In the distance, I could see that all four lanes of traffic had stopped. I assumed it was a car wreck. I was pleasantly surprised. A mother doe and her two fawns were slowly crossing the freeway. They had found a break in the fencing and took a shortcut.
Integrity Solutions
MARCH 3, 2020
The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. As “the place where customer care, CX and contact center leaders come together,” these annual conference and expo events in Las Vegas and our hometown of Nashville allow us to get a pulse of the cust
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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.
TLC Associates
MARCH 3, 2020
Imagine an enrollee of a healthcare insurance provider calls the company’s contact center to discuss a service issue. If your customer service team sees them as a “patient” as opposed to a “customer,” chances are you’ve already lost their confidence – and possibly their business. Healthcare consumers are evolving before our eyes. Where patients formerly wanted answers, today they want a higher level of care in their relationship with their healthcare insurance provider.
Babelforce
MARCH 3, 2020
What does IVR stand for? IVR stands for Interactive Voice Response. It’s a customer service system that callers can interact with, either by speaking to it or using the dialpad on their phone. The purpose of an IVR system is to automate a customer’s call to your call center. In this post we’ll explain: Which services can IVR automate? How do customers interact with IVR?
Etech GS
MARCH 3, 2020
Though the servant leadership style came into existence several decades ago, the values this approach embraces are still applicable today. In fact, the majority of today’s team members likely view leadership by serving as an effective, approachable style. More than one third of the American workforce is comprised of Millennials, and that percentage may rise to 50% by 2020.
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!
Ameyo
MARCH 3, 2020
All Episodes Demystifying Conversational AI [podcast id=69535] Conversational AI Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse … Elementor #70033 Read More » The post Elementor #70033 appeared first on Ameyo.
Uniphore
MARCH 3, 2020
As businesses grapple with the economic impact of this latest health scare, customer call centers are dealing with the people side of things. Customers are anxious; call volume is high. Read More.
inmoment
MARCH 3, 2020
The relationships between customers and brands form the core of business success. How well are brands interacting with customers? Are they listening to customer feedback across various engagement channels to improve experiences? Sure, product matters, but today’s experience economy with a high degree of product parity, customers are starting to value the brand experience more than other factors.
Quiq
MARCH 3, 2020
Share This Story. When defining digital customer service, it may be easier to say what it is rather than what it isn’t. In order to do that, let’s define the opposite of digital customer service as “traditional customer service.” Traditional customer service takes place over the phone or after waiting in line to speak to someone face-to-face. On the other hand, digital customer service means serving your customers across digital channels.
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
kommunicate
MARCH 3, 2020
After a lot of hustle and jaded release nights, we have released the latest version of Kommunicate. The February release consists of Zapier integration, other major improvements & bug fixes. If you have missed the previous updates, please read here. Web App: Zapier integration (Beta) Zapier is one of the powerful online automation tools for connecting with [.].
CSM Magazine
MARCH 3, 2020
Customer success software has been developed to enhance customer experience and provide the company with better information. However, this software also provides more benefits to a number of teams within a company than anyone would expect. Executives. The executives of a company or organization can make use of the customer success data for better results with their jobs.
ChaseData
MARCH 3, 2020
What is the formula for a good call center service level? Many experts would argue that there isn’t one standard equation that fits every scenario, and they’re right; your facility is as unique as the agents who comprise your team and the consumers you serve. However, there is a formula that many successful centers use to create a successful plan for rendering service at their best possible level - and your center could likely make great use of it, too.
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