Babelforce
DECEMBER 1, 2020
First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds of contact) that result in a resolution with no follow-up call necessary. This post will discuss several best practices to improve your First Contact Resolution rate. We’ll look at a few examples to FCR and how you can overcome them.
Totango
DECEMBER 1, 2020
Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared to short-term clientele, but long-term customers boost brand image and are more likely to provide word-of-mouth advertising to their peers. A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results.
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CX Global Media
DECEMBER 1, 2020
Nick Friedman: I wasn’t going it alone Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Nick Friedman Show Notes Page Nick Friedman started to franchise his company, College Hunks Hauling Junk in 2008, and then the economy collapsed. Nick and his partner struggled to move on. Then he found […]. The post Achieving Rapid Growth from Employee and Customer Experience appeared first on CX Global Media.
Contact Center Pipeline
DECEMBER 1, 2020
Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge. Given the current COVID circumstances, I believe that the 2020 findings remain […].
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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.
CX Global Media
DECEMBER 1, 2020
There three main things that are affecting 2020 hot shopping trends. These three things can increase your sales and customer loyalty. The post 2020 Hot Shopping Trends Defining the Holiday Season appeared first on CX Global Media.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
Concentrix
DECEMBER 1, 2020
Fremont, Calif., December 1, 2020 – Concentrix Corporation (NASDAQ: CNXC), a leading global provider of customer experience (CX) solutions and technology, announced today that it has completed its separation from SYNNEX Corporation (NYSE: SNX) and is now an independent, publicly traded company listed on the NASDAQ stock market under the ticker symbol “CNXC”.
TeleDirect
DECEMBER 1, 2020
Improve Contact Center Performance: 5 Tips from Call Center Experts. Is your call center currently an asset? Most companies regard their contact portal with ambivalence, but make no mistake – a well-run call center is a must-have for today’s multi-channel client communication needs. From handling after hours and overflow demand to direct response capability and more, your call center is much more than an answering service.
DMG Consulting
DECEMBER 1, 2020
2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Below are 6 positive mega trends that emerged during the dark hours of the pandemic; all of these trends are here to stay and will continue to play an important role in contact centers for the foreseeable future: Work-from-home – When the pandemic hit country
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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
Talkdesk
DECEMBER 1, 2020
More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.
TeleDirect
DECEMBER 1, 2020
The Dual Meanings of WFH: Work from Home…and Work for Health(y Company Culture)! Even before COVID-19, the workplace was already trending toward a work-from-home reality. For employees, the flexibility accommodates a variety of lifestyles at any age – young professionals, experienced managers, and everyone in between. For employers, a WFH culture enables superior talent retention.
TELUS International
DECEMBER 1, 2020
Emerging as the self-service customer support channel of the future, discover all the CX benefits of implementing a visual IVR system.
DMG Consulting
DECEMBER 1, 2020
Question: What information should we include in a job description? Answer: A job description (JD) is an important tool for defining and communicating the functions and responsibilities associated with a particular position in an organization. It also serves the very important function of compelling the hiring manager to specify and document the requirements and skills needed for prospects to perform the job.
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.
Hello Customer
DECEMBER 1, 2020
COVID has accelerated the shift to a more digital world. Of course, we were already moving towards an increasingly digitized way of living. But 2020 has pushed many organizations to increase their e-commerce efforts. The pandemic has affected how, what and where we buy. These changes in consumer behavior are likely to stay. So, in a time where customers expect to be serviced as well online as offline, what aspects of your online business should you invest in first?
Satrix Solutions
DECEMBER 1, 2020
More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions, and Steve Bernstein, CEO and Founder of Waypoint , discuss key ingredients for maturing your customer-centric
C3Centricity
DECEMBER 1, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
Totango
DECEMBER 1, 2020
Hi there, I hope all of you had a great weekend, and for those who celebrated Thanksgiving, I hope you got some additional rest and relaxation. We are almost at the end of this special weird year moving swiftly towards 2021. Before we get to the new year, we still have some great functionality we would like to deliver by the end of 2020. New Totango usage analytics will allow admins and users to report the usage and performance of the team.
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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.
Jon Arnold
DECEMBER 1, 2020
Tomorrow, our ongoing series about the AI opportunity for consultants continues with Part 4. I’ll be providing a recap of the key themes covered from the earlier sessions, as well as my outlook for 2021. Joining me will be Tracy Fleming from Avaya, who will address specific AI use cases in the contact center, and as always, the sessions will be led by Steve Leaden.
Strikedeck
DECEMBER 1, 2020
Vincent Manlapaz, in an interview with Tom Kiriakou shares the importance of why an organization needs to operate in the heart of transparency, relevancy, and continuous improvement. Tom believes, “competition is not our adversary, the unnecessary complexity in our processes is the problem.”.
NobelBiz
DECEMBER 1, 2020
"Would you recommend this brand to anyone? " It is on this simple question that contact centers rely on to measure their customers' satisfaction. Hence the key role of the NPS Score. The post NPS, A Key Element of Customer Service Excellence appeared first on NobelBiz®.
NICE inContact
DECEMBER 1, 2020
The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.
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!
LiveVox
DECEMBER 1, 2020
When it comes to contact center infrastructure, the cloud is where it’s at. Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future. The number of seats in the cloud-based contact center infrastructure marketplace grew by 20% […].
Jon Arnold
DECEMBER 1, 2020
Another fairly light month on the writing front, but was plenty busy on other fronts. That said, here’s what I was writing about during November. Pandemic Implications for CX and the Contact Center , Upstream Works, Nov. 18 UC Analytics Mature to Verify Business Value , TechTarget, Nov. 17 A Change Is Gonna Come: Reflections on Slack, Twitter, Zoom , No Jitter, Nov. 10.
ChurnZero
DECEMBER 1, 2020
Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on. So, without further ado, here’s a list of our top five most poplar ChurnZero webinars for you to watch and share today!
Nicereply
DECEMBER 1, 2020
If Christmas isn’t the biggest day of the year for your business, then it’s okay to have reduced hours. Are your support agents taking a break over the holidays? Considering the year we’ve all had, I hope you’re all taking some time for yourself to recharge and get ready for the new year. But what happens to your customers when your team is working reduced hours?
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
Nuance
DECEMBER 1, 2020
With locations across Arizona, Banner Imaging (Banner) creates more than 600,000 medical imaging studies a year – and with volumes that high, they’ve faced their fair share of radiology workflow challenges along the way. At Banner, it’s not just about standardizing data from numerous diagnostic modalities or normalizing measurement data for precise diagnoses.
CSM Magazine
DECEMBER 1, 2020
A leading UK outsourcing business has been successfully reappointed by EDF to provide customer service on behalf of the energy firm, which is rated ‘Excellent’ on consumer review website, Trust Pilot. Kura , which is headquartered in Glasgow with offices in Sunderland, Liverpool, Forres and Durban SA, has provided outsourced customer services to EDF for five years and this reappointment will see a continuation of that work.
ConvergeOne
DECEMBER 1, 2020
As most traditional network vendors are trying to build a cohesive solution through acquisition and integration, Cisco Meraki has had the integrated platform that other vendors are trying to create for quite some time. You owe it to yourself to take the time to get to know Meraki.
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