Tue.Oct 19, 2021

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Looking Good: An Amateur’s Guide to Zoom Success

Contact Center Pipeline

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].

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Call center analytics software buying guide

Callminer

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market.

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Trending Sources

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Amazing Business Radio: Noa Danon

ShepHyken

Creating Personalized Experiences at Scale. Personalization and Creativity in Customer Experience. Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams. They discuss how organizational businesses can ensure customer renewals and expansion by creating personalized customer experiences.

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How to Reduce Returns: 8 Tried & True Tactics

TechSee

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. Managing these product returns takes a significant bite out of a company’s bottom line.

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The Open CCaaS Advantage Report

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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How We’re Improving Accessibility and Usability at Guru

Guru

Creating an accessible, equitable, and highly user-friendly application has always been a top priority for Guru. We believe that our tool has the power to give everyone access to the critical information they need to succeed in their jobs—inclusive of users of all cognitive and physical abilities.

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More Trending

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27 Helpful Customer Support Tools and Resources

Help Scout

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider.

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The Pros and Cons of Working in a Call Center Environment

Fonolo

No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them.

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Technology is only the first step. Here are 5 secrets to building a customer-centric organization

NICE inContact

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach. Download our new eBook, Change Management Blueprint for Contact Center Digital Transformation, for expert advice about change management best practices.

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Call Center Speech Analytics – How To Measure Agent Performance

Provana

It’s now mainstream to use call center speech analytics , even in small contact centers. These days, if you’re not using speech analytics, you’re probably falling behind. But what is the value of speech analytics in a call center? One obvious purpose is compliance – in a regulated industry to make sure agents are making the right disclosures and sticking to the right scripts.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Rethinking the Quarterly Business Review (QBR)

ChurnZero

Rethinking the Quarterly Business Review (QBR). A relic from the days of old-school account management, the quarterly business review (QBR) is a classic — although not timeless — practice. In today’s always-connected, data-enriched landscape, the QBR feels misplaced, and even ineffective. Although the quarterly business review purpose — to strategize and realign on customer goals — remains important, the somewhat inflexible timing of the QBR doesn’t speak to a new focus on driving continuous cus

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Well, a Disaster Happened. Now What?

ConvergeOne

Disasters. They can mean different things to different companies. One company might be scrambling without any sense of direction during a malware attack; another company might be as cool as a cucumber. The difference is having a plan in place and the right personnel to help fulfill it. Franz Kafka, a major figure in 20th-century literature, stated, “Better to have and not need than to need and not have.”.

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Embrace Digital Channels to Drive Transformation

Upstream Works

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond. The starting point is to understand what this term actually involves, and how these channels are being used.

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Flexible Scheduling: Tips to Engage and Retain Your Agents

LiveVox

Every generation enters the workforce with a different set of values and expectations. Millennials, who now make up over one-third of the U.S. workforce, have been a driving force for increased flexibility in the contact center. To be sure, millennials are not the only ones who desire a better work-life balance. But by the sheer […]. The post Flexible Scheduling: Tips to Engage and Retain Your Agents appeared first on Livevox.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Call Center Shrinkage : Strategies and Tools for Decision-makers

NobelBiz

Assume your contact centers employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working? If the number of agents available to handle calls falls below the number of agents on break, meetings/training, on after-call work (ACW), absent, sick etc., then a call center efficiency loss has already occurred.

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Introducing the New Microsoft Teams Integration

VirtualPBX

Today, we shared that one of our most anticipated features has been released. Joining our list of integrations is Microsoft Teams. Our own team has been working hard to make sure this integration is smooth, continuing a core reason that businesses choose Microsoft Teams in the first place: to maintain focus, encourage productivity, and keep their teams on the same page and within the same interface.

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7 Proven Ways to Manage Contact Center Agent Staffing Shortages

Playvox

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4% in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees.

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9 Ways to Improve CSAT in Your BPO Call Center

Avoxi

9 Ways to Improve CSAT in Your BPO Call Center Providing your clients’ callers a great interaction every time can do wonders for your CSAT score. If you’re seeking new ways to improve their experience within your BPO, a cloud communications system can help. Start growing your book of business and theirs today! Being responsible… The post 9 Ways to Improve CSAT in Your BPO Call Center appeared first on AVOXI.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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10 Ways to Get More from Text Analytics

Concentrix

To help you meet business goals and unlock insights from unstructured feedback, we have 10 tips to help you derive greater success from your text analytics investments. The post 10 Ways to Get More from Text Analytics appeared first on Concentrix.

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Breaking Down Customer Churn Reasons (Quadrant of Churn)

ClientSuccess

While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. As a voice for your customers in your organization, it falls to you to understand why this churn occurred, if there was anything you or the team could have done to prevent this churn from happening, and document how to catch these kinds of risks in the future.

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Take Your Customer Support from ‘Talking At’ to ‘Listening To’

Creative Virtual

By Björn Gülsdorff, Chief Business Development Officer. Once upon a time ‘market’ was a noun, denoting the place where people got together and negotiated public affairs. In some markets, like the Forum Romanum, history was made. Then, ‘market’ also became a verb. Now marketing basically means talking at people, often raising the level of volume, colours, and wordings whilst lowering niveau.

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5 ways you can use your website to earn your customers' trust

JivoChat

Prospective customers will want to know that they can trust you before they decide to invest in your products or services. And, if you’re able to earn their trust, it will help you to secure more sales, improve your brand awareness, and boost your customers’ loyalty. . So, in this article, we’re going to look at some of the most effective ways you can use your website to get customers to trust your online business.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Restructuring Apparel Retail Post Pandemic

Anexa BPO

Apparel is a necessity, which means even with the pandemic closing many stores across the country, clothing sales continue. Through ecommerce platforms, consumers can shop from their favorite stores contact-free and without the need for a mask. One of the issues retailers weren’t prepared for, is returns. During the pandemic, returns have increased.

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COVID changed the way consumers deal with call centre agents

Merchants

A second quarter survey carried out on behalf of Merchants found that half of South African consumers have been interacting with contact centres more often since the onset of the coronavirus pandemic – and perceptions around contact centre agents have shifted significantly in the last 18 months. The post COVID changed the way consumers deal with call centre agents appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Overcoming Objections & Dealing with Difficult Consumers

TCN

Collection agents face difficult calls and conversations daily. Just because there is an objection doesn’t. The post Overcoming Objections & Dealing with Difficult Consumers appeared first on TCN.

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Merchants & Social Coding support matric learners through remote learning program

Merchants

As part of its collaboration with local skills development company, Social Coding, Merchants assisted to develop and run a remote learning development program for 67 matric learners in Mashite, in rural Limpopo, in just three days. The post Merchants & Social Coding support matric learners through remote learning program appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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How can the Customer Success Manager consult and educate customers?

CustomerSuccessBox

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. A study shows, “Only 3 in 10 customers leave due to product deficiencies and the majority of reasons for churn are completely within the company’s control!”. Research by TSIA shows that customer education can immensely enhance your retention.

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B-BBEE Level 1 – Merchants remains committed to transformation

Merchants

Merchants is proud to announce that it has retained its Level 1 B-BBEE rating for the second consecutive year after becoming the first major BPO provider to achieve this status in 2020. The post B-BBEE Level 1 – Merchants remains committed to transformation appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Creating a Renewal and Forecasting model that ensures customer success

CustomerSuccessBox

The key activity that is important to good execution of customer success is the renewal process obviously. And this goes without saying that whether it is the customer success team that’s managing it or another part of your organization, it is very critical. So you have to make sure that your customer has a good experience and that you’re getting to the roots of everything that you need to to make sure that it’s seamless and ultimately that you’re driving that right outco