LiveVox
JANUARY 12, 2021
Customers want answers to their questions in a convenient and timely manner. According to research, the most important attribute of customer service is fast response time. In order to get solutions quickly, customers prefer the self service options businesses now provide. Self-service tools can include websites, chatbots, SMS, and IVR. When a customer has a […].
ShepHyken
JANUARY 12, 2021
The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. Top Takeaways: There are two halves to customer centricity. One is the great leaders of CX, who are inspirational catalysts for creating customer-centric culture.
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Contact Center Pipeline
JANUARY 12, 2021
Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you have it… the definition describes quite well what many of us are currently feeling. I don’t know about you, but “woe is me.” I’m kind of sick of all the “COVID” offers […].
Fonolo
JANUARY 12, 2021
This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys Virtual Hold Competitor. Genesys Virtual Queuing. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product.
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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.
Concentrix
JANUARY 12, 2021
The Business Intelligence Group Recognized Concentrix Lingualab with a BIG Innovation Award for Product of the Year. The post Concentrix Kicks off the New Year with More Innovation Awards! appeared first on Concentrix.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Guru
JANUARY 12, 2021
When communicating with teammates over chat, nothing can slow you down like having to pause your conversation and open up a new window to find the answer to a question or the right piece of information to share. The context-switching involved in jumping between applications to access the information you need to do your job can cost you and your teammates productive time.
Working Solutions
JANUARY 12, 2021
As a leader in on-demand customer service, Working Solutions today announced that Housatonic Partners, a well-respected, private equity firm, is investing in its future growth.
Nicereply
JANUARY 12, 2021
You got the job for a reason, and now it’s time to roll up your sleeves and get to work. Everything has shifted in 2020, and if things are on your side, you may even have a new job. Starting a new job is never easy: there are so many people, things, and processes to get to know. That’s magnified if a company has hired you into a leadership position as a customer support manager.
TeamSupport
JANUARY 12, 2021
ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.
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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
VirtualPBX
JANUARY 12, 2021
The previous year was a struggle for many businesses because of the need to switch to work-from-home policies. Even many businesses deemed “essential” considered their options to allow employees to work remotely. What this showed phone system providers like ours is that VoIP calling features for 2021 need to revolve around a remote-first attitude. In short, we want to help businesses work from any location – whether all their employees work in the pajamas (from home, of course) or in more formal
NICE inContact
JANUARY 12, 2021
Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.
Advantage Communications
JANUARY 12, 2021
With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.
ConvergeOne
JANUARY 12, 2021
End-User Computing (EUC) refers to computer systems, platforms, and applications that are delivered via network connectivity (or internet) to an end user. EUC has been around for many years, with the customer usually having to buy expensive hardware like servers and storage to stand up the EUC environment.
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.
ChurnZero
JANUARY 12, 2021
This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Nobody loves it when a customer feels the need to escalate their concern. For the customer, it feels like they have to take an extra step to accomplish what should have happened, from their perspective, in the first place. A CSM can feel like they haven’t done their job well, and may even feel like their company reflects poorly on them as a CS professional.
Babelforce
JANUARY 12, 2021
Net Promoter Score (NPS) measures the proportion of people who say they would recommend a brand vs. passives and detractors. It’s a customer satisfaction and loyalty metric that you can calculate by asking your customers a single question: ‘ would you recommend our product/service to your friends?’. The results indicate what proportion of your customers are pleased with your service.
delighted
JANUARY 12, 2021
Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. Prior to this release, our reporting features were all geared towards easy customer experience performance monitoring and feedback analysis for your Delighted survey results. With this report, you’ll be able to get an external benchmark for how strong your customer experience is, in quick and simple Delighted fashion.
Edify
JANUARY 12, 2021
Employees should love their work and customers should love the brands they do business with. Having the right software is a massive part of achieving both of those things. Here’s why that matters -- and the reason we built a solution and a company around that thinking.
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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.
Amplifai Coaching Category
JANUARY 12, 2021
Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.
Russel Lolacher
JANUARY 12, 2021
“Tear down silos!” “Let’s silo smash!” “Break down those walls!” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. I frequently used these phrases myself, in an effort to demonstrate my passion for transformation.
Amplifai Coaching Category
JANUARY 12, 2021
Consider this.all behavior IS action, but there are different categories of actions, and that differentiation is extremely useful when observing and evaluating performance in preparation for coaching.
CSM Magazine
JANUARY 12, 2021
A help desk is a fantastic bridge between companies and customers. You can assist people with their problems, find out what is good about your product or service, and what needs to be fixed. It is an essential tool if you want to satisfy the customers and constantly develop your product. It is the only way to remain relevant in the constant-changing world.
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!
Amplifai Coaching Category
JANUARY 12, 2021
The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!
TCN
JANUARY 12, 2021
If you are like most contact center managers, you’ve probably thought about how you could. The post 6 Call Center Solutions for Running Inbound, Outbound, & Omnichannel Strategies appeared first on TCN.
Amplifai Coaching Category
JANUARY 12, 2021
ICMI Featured Contributor article. Are you providing your workers an effortless learning experience? Or are they exhausting all of their energy before they can even access the right resources?
CSM Magazine
JANUARY 12, 2021
Artificial Intelligence is here to stay but how do you turn hype into reality? Abbie Heslop at EBI.AI applies a few real-life lessons to provide CX leaders with a practical pathway to AI success. Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. But how easy is it to separate hype from reality?
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
Amplifai Coaching Category
JANUARY 12, 2021
Leaders learned from leaders in exceptional keynotes, case studies, and panel events that broadened our perspectives and gave us hope for how we could further transform our operations to deliver on customer-centric visions!
Connect
JANUARY 12, 2021
Conn3ct is delighted to have secured its space on the UK public sector procurement framework, G-Cloud. The London-based communications partner appears on the digital marketplace as an approved supplier of a range of cloud contact centres from leading providers, including Five9, Genesys and Amazon Web Services, as well as other managed customer interaction services.
Amplifai Coaching Category
JANUARY 12, 2021
In a conversation with a prospective customer last month, we were talking about augmenting managers' time and coaching competency and we were asked, "How do you save my team leaders time and help make them better coaches?" It's an excellent question, and one we're often answering so we thought we'd share it.
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