Quality Contact Solutions
APRIL 7, 2021
By Melissa Hinrichs, Director of Client Services. There are many types of telemarketing we can discuss. I am going to briefly hit on the most popular types of telemarketing, and how they differentiate from each other. It is important for businesses to understand the different types of telemarketing so they can proceed with the best approach for their own business.
ShepHyken
APRIL 7, 2021
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. They are armed with knowledge and information, ready to talk to the salesperson and buy what they came for.
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Contact Center Pipeline
APRIL 7, 2021
Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they hear from peers or vendors. Others result from their own research or exposure to analyst perspectives that speak to innovation and disruptive change. The following three ideas crop up frequently on […].
TechSee
APRIL 7, 2021
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021. While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated.
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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.
OrecX
APRIL 7, 2021
Many of today’s larger companies grow through acquisition and merger. Consolidation of these disparate businesses then typically necessitates integration of many different technical environments, spanning the various locations, facilities and platforms. To record, store and replay customer interactions across multiple, varying facilities and architectures, organizations need an open audio capture solution that supports a diverse set of technical requirements.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
HelpCrunch
APRIL 7, 2021
The day has come. You decided to keep up with the times and start communicating with clients on your website. I would not give you an aha moment here but one of the tried-and-tested ways [ … ]. The post 8 Steps to Successful Live Chat Implementation appeared first on HelpCrunch blog.
TeleDirect
APRIL 7, 2021
Call center improvement strategies – they’re always a priority for any company that relies on a call center for reliable client communication. If your call center tactics can use a much-needed boost, or you’ve tried other call center process improvement ideas, TeleDirect can help. Our business process outsourcing (BPO) services includes call center cost reduction strategies in the form of streamlined, outsourced excellence.
ChurnZero
APRIL 7, 2021
If you’ve ever been a part of the decision-making process for purchasing software for your team, then you know, it is imperative that you do your due diligence before signing on the dotted line. In order to feel confident about your buying decision you might do many things to vet the solution including testing out a free trial, speaking to references, looking at comparison reports and last but not least looking at multiple customer reviews. .
TeleDirect
APRIL 7, 2021
Growing your business is all about customers. Specifically, the acquisition of new clients and the retention of long-time customers. For those faithful clients who’ve been with you a while, knowing how to improve customer lifetime value (CLV) is a critical element of solid business growth. But what exactly is CLV, and how can you use it to boost your bottom line?
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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
SharpenCX
APRIL 7, 2021
A good manager is a good coach. Gallup found companies who strategically invest in employee development see 11% greater profitability. . Yet too many customer service leaders are bogged down by other tasks to actually dedicate time to coaching and training their teams. Turns out managers like you only have 7% of their time available for deep work, like training and coaching.
TeleDirect
APRIL 7, 2021
Customer Feedback: Why You Need it and Why it Matters for Your Call Center. Does your call center need to be responsive & customer friendly? Are there certain areas where it could improve? The answer most of the time is yes. But the better question might be: are you aware of what specific areas your contact center needs to improve? That’s why customer feedback is so valuable.
NICE inContact
APRIL 7, 2021
A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start.
TeleDirect
APRIL 7, 2021
Have you ever considered your own company’s journey from the very beginning to the present day? Part of that journey includes your own customers – and figuring out their customer journey map goes a long way to ensure they’re happy and satisfied with your products and services. The same principle applies for any enterprise without typical “customers” – think of non-profits or healthcare organizations, where customers are patients.
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.
Spearline
APRIL 7, 2021
In this white paper, we examine the efficiencies and quality improvements that can be achieved through the use of appropriate vendor management techniques. This is critical to ensure that organizations are providing their customers with the optimal experience, increasing brand reputation, employee morale and revenues. We will examine the increase in the complexity of the global networks, service quality and commonly utilized vendor management systems.
Nuance
APRIL 7, 2021
AI-enabled technology combines CDI’s art and science to realize the patient’s story entirely. In this time of increased provider burnout, it’s not about asking more queries. It’s about asking a query that has a higher likelihood of impacting the organization’s bottom line. Ensure that your CDI technology is working for you and not against you [.
aircall
APRIL 7, 2021
SMS business text messaging was a little slower to catch on than texting for personal use. Fortunately for businesses, technology has advanced to a degree that SMS text messaging for business is now a valuable tool. In fact, various departments within your business have opportunities to leverage text messaging to streamline their operations and make progress toward their goals. .
Guru
APRIL 7, 2021
Guru and Bonusly are partnering to bring you the best return-to-work resources and ideas. Don't miss Bonusly's article on maximizing employee engagement. We’re burned out ; we’re lonely ; we’ve all gotten weird as hell , and we’re so done with talking about remote work. So, with vaccine rollouts starting to accelerate, we’re ready (and excited) to start talking about what a post-pandemic return to the office might look like.
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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.
Playvox
APRIL 7, 2021
Contact Centers are measured along several dimensions. At the company level, KPIs such as customer satisfaction, Net Promoter Score, and upselling or cross-selling are typical. At the operational level, metrics such as average time in queue, cost per call, and first call resolution rate are often front and center. And at the agent level, handle time, adherence, and idle time are frequently evaluated.
Jon Arnold
APRIL 7, 2021
The April edition of JAA’s Communications and Collaboration Review went out yesterday, along with our latest Watch This Space podcast. I always shoot for first week of the month for these launches, so if you ever wanted to know about what I’m up to, this is the best time to find out. The thumb below will give you a sense for what our latest podcast is about, and I hope you give it a listen.
Noble Systems
APRIL 7, 2021
Last week’s Supreme Court decision in Facebook v. Duguid appears to be a complete victory for the call center industry with the Court adopting a narrow interpretation of the Automatic Telephone Dialing System (“ATDS” or “ autodialer ”) statutory definition. However, some have questioned whether the Court’s holding has left a lingering question pertaining to the use of the word “capacity”: We hold that a necessary feature of an autodialer under §227(a)(1)(A) is the capacity to use a random or seq
LiveVox
APRIL 7, 2021
Artificial intelligence (AI) makes our lives easier in so many ways. Alexa tells us what the weather is on our way out the door. Siri makes sure we don’t forget anything during our trip to the grocery store. Waze lets us know when our morning commute is going to get a little dicey and suggests […]. The post How AI Can Help Contact Centers Balance CX and Efficiency appeared first on Livevox.
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!
ViiBE Blog
APRIL 7, 2021
What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.
Babelforce
APRIL 7, 2021
Transferred calls aren’t always due to routing system failure – sending customers to other agents is sometimes unavoidable. But if your Call Transfer Rate (CTR) is high, you may not be routing customers to the correct help when they contact you. The good news is there’s a simple answer to this problem: automation. What are transferred calls? Transferred calls happen when an agent routes an inbound call to another agent.
Spearline
APRIL 7, 2021
In this white paper, we examine the efficiencies and quality improvements that can be achieved through the use of appropriate vendor management techniques. This is critical to ensure that organizations are providing their customers with the optimal experience, increasing brand reputation, employee morale and revenues. We will examine the increase in the complexity of the global networks, service quality and commonly utilized vendor management systems.
JustCall
APRIL 7, 2021
Secure texting is of overriding importance in the healthcare industry. Sensitive patient data shared or transmitted electronically can become prey to interceptions. HIPAA-compliant texting apps protect patients' information from potential identity thefts and security breaches. In this blog, you will learn everything about how to send HIPAA-compliant text messages.
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
Influitive
APRIL 7, 2021
Taking a customer advocacy program global is no small feat. As programs grow, it becomes more challenging to create personalized content that feels hyper relevant to each member. With customers spanning 5+ languages throughout Asia, EMEA, Latin America, and North America, SAS was faced with this unique challenge—especially as the program grew 394% in 2020. […].
CSM Magazine
APRIL 7, 2021
If you have recently set up your website for a local offline business you own, you need to know about local citations. Google and other search engines aren’t just about bringing global traffic to your website. They do an equally good job of driving local visitors to your website and then to your store. Read this guide completely to know about local citations to get started.
ViiBE Blog
APRIL 7, 2021
What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. Customer service training videos have been used for decades by companies to improve customer interactions with employees.
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