Callminer

MAY 26, 2020

Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software. At the heart of most technological optimizations implemented within a successful call center are fine-tuned metrics. Keeping tabs on the right metrics can make consistent improvement notably simpler over the long term.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Fonolo

MAY 26, 2020

Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. How can you turn your contact center into a highly efficient part of your business? The first step is to consider the root problems — the vast majority of challenges you will encounter boil down to customer experience, call distribution, technology, and the we

Contact Center 142

Contact Center Abandon rate Call Center Interactive Voice Response 142

Nicereply

MAY 26, 2020

Soft skills are much more than just being nice. If you’ve put together a list of personal development goals lately, it’s probably looked a little like this: • Complete Javascript course on Codecademy. • Work with data team on CSAT analysis trends. • Increase CSAT score to 95%. For most of us, when we think about learning new skills for our roles, we want to pick up extra hard skills.

Customer Service 105

Customer Service Customer advocacy Technical Support Feedback 105

Callminer

MAY 26, 2020

This blog takes a look at the salient differences between call centers and contact centers to better highlight their strengths and weaknesses.

Call Center 207

Call Center Contact Center 207

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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.

TechSee

MAY 26, 2020

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

JustCall

MAY 26, 2020

Cold calling is undoubtedly the most challenging part of inside sales. But, did you know that 92% of all customer interactions happen over the phone? Being prepared with a cold calling script can be helpful. Not only are you more confident in making the offer. You are also able to navigate through every conversation smoothly. In this blog, we will take you through cold calling scripts you can use for creating your sales pitch.

Scripts 115

Scripts Sales Telemarketing Marketing 115

Contact Center Pipeline

MAY 26, 2020

Contact Center 207

Contact Center Management 207

Nicereply

MAY 26, 2020

Find a balance of the two to paint a holistic picture of your team across the board—they are more than just numbers—and then make the solid case for keeping them. Support is important—we all know this. But customer service and support are usually the first places that, when the going gets tough, team members are forced to get going. In our current economic landscape, many companies are doing lay-offs, furloughs, or trying to find ways to run a leaner ship, and it’s possible that there’s been som

Metrics 105

Metrics Average Handle Time Customer Support Customer retention 105

Guru

MAY 26, 2020

What does it really mean when a new hire joins your company? Usually, it indicates that you want a fresh perspective, need some new blood, are in a position to backfill some churned headcount, or are ready to add some true specialists to your organization. We know what onboarding means for the new hire: excitement, swag, and a fair amount of confusion.

Management 100

Management 100

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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

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. Vendors are making large research and development (R&D) investments in these product areas, and end users are eager to realize the proven benefits from automation and the promised payback from AI. .

Analytics 96

Analytics Contact Center APIs Consulting 96

Injixo

MAY 26, 2020

Contact centres are getting ready for life after the pandemic lockdown and a return to normality. This is one of those occasions when planning will be vital for success. But before starting detailed plans, we need to ask the big question: shall we “return to normal”, simply reverting back to how the operation was previously run? Or is now the time to consider defining a “new normal” in which we make step changes that make the future better for customers, agents and business efficiency?

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inmoment

MAY 26, 2020

Research Report Background and Introduction. InMoment (formerly MaritzCX), conducts an ongoing study, CX Standards, tracking satisfaction with customers’ interactions with over 300 companies spanning 17 industries in the United States. Beginning on March 27, we added COVID-19-related questions to this study to track how well industries and businesses are doing serving customers during this crisis.

Healthcare 97

Healthcare Banking Feedback Technology 97

CSM Magazine

MAY 26, 2020

As organizations try to implement change, whether it be a new project management platform or a company restructure, they are often met with significant resistance. There’s a portion of the organization that wants to maintain the status quo and another portion that’s ready and willing to change. So leaders often take a variety of approaches to get the other half on board, whether it be taking a hard line, amplifying communications, or reinforcing the logic of the decision.

Customer centricity 92

Customer centricity Coaching Consulting Consulting 92

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

Talkdesk

MAY 26, 2020

The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building. Below you’ll find a series of valuable tips that will help you build rapport with customers over the phone in no time. 1.

Call Center 90

Call Center call center software Scripts Personalization 90

GetFeedback

MAY 26, 2020

Vincent Wermus, Directeur Produit, nous explique pourquoi il a choisi d’implémenter une solution Voix du Client au moment de la refonte du site Travaux.com.

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Tethr

MAY 26, 2020

The outbreak of COVID-19 put tons of pressure on the customer service industry. Call centers are continuing to face a surge of calls from customers who have urgent and unprecedented needs. Agents must be well-trained, patient and prepared to take on the new challenges. While many businesses turned to self-service tools and digital channels to combat a spike in incoming call volumes, many also have scaled their workforces by hiring more contact center agents or training existing team members who

Call Center 66

Call Center Coaching Feedback Self service 66

TeamSupport

MAY 26, 2020

Creating strong relationships with your customers isn’t something that happens overnight. And, every customer has a unique personality and perspective on business relationships. Ever been around a group of young pups? They may have the same parents and even look alike (i.e. adorable with tiny floppy ears) but talk about some unique personalities! It takes time and effort to understand individual pups and businesses alike, but once you do the end result is very rewarding.

B2B 69

B2B Personalization Sales Customer Support 69

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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

Concentrix

MAY 26, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, some countries are continuing to ease restrictions while others are extending them. The following is a roundup of key events that have happened around the world in the last 24-48 hours. Global update: There have been 5,613,356 confirmed cases of COVID-19, 2,388,846 recoveries and 348,480 fatalities.

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Contact Center Geek

MAY 26, 2020

I was honored to be a guest on the Officium Labs, Experience Matters Podcast. I had a great conversation with the incomparable Nate Brown. Give it a listen here.

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ConvergeOne

MAY 26, 2020

I was recently asked by a colleague to build a portal to allow engineers to start and stop two Amazon EC2 instances that host software used network discovery and mapping. The intent was to only have them running when necessary to reduce the cost of instances running when they are not in use. Jokingly, I asked if he wanted me to build this portal on an EC2 instance.

Engineering 62

Engineering 62

Jon Arnold

MAY 26, 2020

Wow, it’s been two weeks since my last blog post - that’s too long. It’s not like I’m not busy - got five writing deliverables to get done this week, and new projects coming around the corner. I’ve also been woodshedding a bit here, making updates to my website and the podcast. More changes are coming, including a major update to the content that I share to showcase the various types of projects I work on, and clients I work with.

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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

Advantage Communications

MAY 26, 2020

Emarsys and GoodData’s ecommerce tracking shows revenue up 37% and orders up 54% in April, as the US emerges from Covid lockdowns. The boom in online shopping is expected to transform consumer behaviour forever, as more consumers find they can acquire products they need without visiting brick and mortar locations.

Customer Service 59

Customer Service 59

CSM Magazine

MAY 26, 2020

Steve DiGioia reveals his best strategies for winning back upset customers. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.

Morale 59

Morale Personalization Customer Service Management 59

Influitive

MAY 26, 2020

With that, another Forrester SiriusDecisions Summit is in the books. Influitive was proud to sponsor this virtual summit and connect with marketing, customer success and customer experience professionals from around the world.

Marketing 52

Marketing Customer Experience 52

City Communications

MAY 26, 2020

Ok, that might be overstating it a bit. But, given the current and future need for people and businesses to operate from home, technology can help with social distancing and allow us to be productive. By now, everyone has probably become pretty familiar with how to use services like Zoom, Microsoft Teams, Skype, and Google Hangouts. You have also probably figured out a way to make and receive business calls at home, either using mobile or hosted phone platforms.

Technology 52

Technology 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

Customercount

MAY 26, 2020

Throughout the vacation process, there are consumer touch points that can improve customer engagement and make a huge different in customer satisfaction. The post Making the most of consumer touch points appeared first on CustomerCount.

Surveys 52

Surveys Feedback Management 52

NobelBiz

MAY 26, 2020

A considerable part of American consumers still prefers using voice over any other mean of communication when contacting a contact center. The post Survey Shows Voice Is Still Alive and Remains Preferential Means of Communication for American Consumers appeared first on NobelBiz®.

Surveys 52

Surveys Contact Center 52

Ann Michaels and Associates

MAY 26, 2020

During the COVID:19 Pandemic, business owners have had to be very creative in order to survive. In an instant, an owner may be left with no customers. What is next? Creative thinking to the rescue! Interestingly enough, many find new ways of selling their goods and services. Social selling is one option. A great example of this is how a Minnesota Farmer got quite creative when faced with meat processing plants closing suddenly.

B2B 52

B2B Accountability Customer Service Marketing 52