Brad Cleveland Blog
JANUARY 19, 2023
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how many snacks … Continue reading → The post Forecasting the Contact Center Workload appeared first on Brad Cleveland.
Beyond Philosophy
JANUARY 19, 2023
I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These handmade creations will hang on a museum wall with a plaque because of the tremendous amount of raw talent exposed (ahem).
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
JANUARY 19, 2023
I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning to more familiar patterns and expectations when it comes to customer experience (CX), while some behaviors are changing (more on that below). Employee life is dramatically different from three years ago.
Fonolo
JANUARY 19, 2023
If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.
Advertisement
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.
Avoxi
JANUARY 19, 2023
How Much Does IVR Cost? Long wait times, overwhelmed customer service representatives, and frustrated customers who can't find the information they need…these are the types of issues no international organization can afford to have. Interactive Voice Response (IVR) systems are tools organizations are utilizing to combat these problems by giving call center managers the power… The post How Much Does IVR Cost?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.
JustCall
JANUARY 19, 2023
We all know that working from home can be pretty great. You can roll out of bed and start working in your PJs, take breaks whenever you want, and never have to commute. But sometimes, working from home can get lonely. If you’re looking for a change of scenery, why not try working from a coffee shop? Before the pandemic, “working from a coffee shop” was a concept almost alien to many.
Genroe
JANUARY 19, 2023
Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
Toister Performance Solutions
JANUARY 19, 2023
Being friendly is a basic expectation in customer service. That's easy on some days. You're in a good mood. You enjoy helping people and things are going well. The products or services you support work well and customers are generally happy. Friendliness is more difficult on other days. You just don't feel friendly, warm, or upbeat. Customers are grumpy.
Advertisement
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
MiaRec
JANUARY 19, 2023
In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings. This is accomplished by either eliminating or masking personal information such as credit card numbers, social security or account numbers, phone numbers, or dates of birth
Nuance
JANUARY 19, 2023
With documentation workloads increasingly becoming a significant contributor to clinician burnout, many health systems are adopting innovative solutions to help optimize clinical workflows. However, with so many responsibilities to manage, busy clinicians cannot always find time to learn how to take full advantage of their new productivity tools—especially without the proper support.
Helpware
JANUARY 19, 2023
Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte , 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to tools and processes.
LiveVox
JANUARY 19, 2023
Workflow integrations help make call center agents’ jobs more manageable by creating seamless communication between different applications they use. The post Workflow Integration in the Call Center: What is It And Why is It Important? appeared first on LiveVox.
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.
Tethr
JANUARY 19, 2023
Learn how BCU + Tethr was able to increase first call resolution, increase self-service education, reduce QA call monitoring time and more.
Quality Contact Solutions
JANUARY 19, 2023
When your business decides to use B2B telemarketing services , it’s essential to scope out the different service providers and review what each one has to offer. Not all call centers are the same. Technology, management, and knowledge look different from vendor to vendor. Here are three crucial tips for choosing the best provider to support your business.
Nuance
JANUARY 19, 2023
… Temple Health improves clinical workflows with tailored Dragon Medical One training Read More » The post Temple Health improves clinical workflows with tailored Dragon Medical One training appeared first on What’s next blog.
Injixo
JANUARY 19, 2023
Net Promoter Score (NPS) is a measure of customer satisfaction. It first appeared in the 2003 Harvard Business Review article, The One Number You Need to Grow. Employee Net Promoter Score (eNPS) was derived from NPS. It is a measure of employee satisfaction, and just like NPS, it asks one simple question: "On a scale from zero to ten, how likely is it that you would recommend our company as a place of work to a friend or acquaintance?
Advertisement
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.
Nuance
JANUARY 19, 2023
With documentation workloads increasingly becoming a significant contributor to clinician burnout, many health systems are adopting innovative solutions to help optimize clinical workflows. However, with so many responsibilities to manage, busy clinicians cannot always find time to learn how to take full advantage of their new productivity tools—especially without the proper support.
delighted
JANUARY 19, 2023
At the beginning of a new year, it’s exciting to look forward to all that you plan to accomplish. Setting goals and planning big moves – we’re all for it! But it’s also nice to step back and reflect on how far you’ve come. Every quarter, we share out a video that recaps the Delighted product updates that were released over the past three months. This time, we want to highlight all of the product changes we made in 2022, not just in the last quarter.
JustCall
JANUARY 19, 2023
Years ago, we could only think of local markets. However, we now have the strength of the Internet and cutting-edge technology right at our disposal. Locating clients from foreign nations or continents is as simple as finding local consumers. That implies you’ll have a lot more business prospects and clients. The issue is that your rivals can carry out the same.
CSM Magazine
JANUARY 19, 2023
A lack of informed decisions can cause entrepreneurs to make silly mistakes or huge blunders that can destroy their business operations, reputation, or finances. However, many company owners ignore market research to save money and make quicker choices. Yet, you might wonder if your new or established business is making the right decision by ignoring various demographics’ opinions and industry insights.
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!
JustCall
JANUARY 19, 2023
Several US-based businesses work in close collaboration with their UK-based counterparts. If you want to enter the European market from the US, you indeed have to make frequent calls to your professional contacts and customers. With the newest technological breakthroughs, it is now simpler to connect with anyone anywhere virtually. Now, you can call the UK from the USA conveniently, and it can be accomplished using any phone.
CSM Magazine
JANUARY 19, 2023
Recruitment is becoming increasingly competitive and difficult as skilled candidates are more and more scarce. This means that employers need to leverage their digital channels effectively in order to get the attention of potential hires. The way in which HR communicates can directly impact how successful a company is at finding the right employees.
JustCall
JANUARY 19, 2023
Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. The continuous investment in the call center optimization model will help maintain customer loyalty as well as the profitability of the organization in the long run. Only 67% of people around the world believe that customer service is getting better.
CSM Magazine
JANUARY 19, 2023
Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favourites—rhubarb and custards, pear drops, lemon bonbons, kola cubes, flying saucers… Happy days.
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
Tethr
JANUARY 19, 2023
Want to build customer trust? You need to trust your customer service team to do their job.
CSM Magazine
JANUARY 19, 2023
Outsourcing has become a very popular solution for many companies all over the world that are looking for the best answer to the question of how to hire software developers. It is not always feasible to expand your in-house teams with additional specialists, especially when you know that you require their skills only for some project tasks. Hiring dedicated development team can be a very good variant regardless of the industry that you work in.
SQM Group
JANUARY 19, 2023
This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs).
Expert insights. Personalized for you.
49 
Let's personalize your content