Contact Center Pipeline
SEPTEMBER 16, 2021
Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who grew up on “Star Wars,” the ever-present and droids C-3PO and R2D2 painted a picture of quasi-living computers as companions. More recent audiences, meanwhile, might look to Tony Stark’s JARVIS (Just […].
Fonolo
SEPTEMBER 16, 2021
As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true. Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction.
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SharpenCX
SEPTEMBER 16, 2021
Companies like yours constantly look for ways to optimize productivity. How can you handle more interactions in less time? What can you do to scale your service with less budget? And how can you give customers the best service, raising KPIs month over month? But, to paraphrase Shakespeare, too much of a good thing is too much of a good thing. Over-optimizing your operations, while seemingly a good idea, can totally bust your operations.
Nicereply
SEPTEMBER 16, 2021
Using Natural Language Processing, Sid believes that you can activate that idle data and generate improvements across your organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support Data is a very underutilized resource. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors.
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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.
inSided
SEPTEMBER 16, 2021
This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it! Digital customer success has been a hot topic lately. Let’s start by defining what digital customer success is, and for this, I’m going to quote Brian LaFaille ’s definition as I believe it is the most straightforward and si
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Toister Performance Solutions
SEPTEMBER 16, 2021
"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived.
TMP Direct
SEPTEMBER 16, 2021
It’s no secret that the Covid-19 pandemic has been detrimental to the economy’s health. We’re facing the worst economic recession since the Great Depression. Bringing in new business isn’t easy during a thriving economy, let alone during a recession. With a combination of marketing tactics, sales techniques, technology and data, you can fuel your lead generation channels and make them work the way they’re supposed to.
Nextiva
SEPTEMBER 16, 2021
Have you ever had one of those days where everything just seemed to go right? You sat down at your desk, and a coworker handed you your favorite coffee. Your usually full inbox was unusually empty. And you (finally) got that quarterly update from sales. Proactive customer service gives your customers this same magical feeling. […]. The post Proactive Customer Service: 9 Ways To Make It Look Easy appeared first on Nextiva Blog.
Helpware
SEPTEMBER 16, 2021
Choosing the right business process outsourcing partner is key to taking your business to the next level. The best partners share common characteristics.
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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
NICE inContact
SEPTEMBER 16, 2021
Small business leaders wear a lot of different hats and juggle multiple responsibilities.
ChurnZero
SEPTEMBER 16, 2021
When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .
CSM Practice
SEPTEMBER 16, 2021
Running a successful business is no easy feat. But while you might assume that you’ll need an endless stream of new customers to reach the next level, your success might actually hinge on your ability to retain and grow your existing customers. That’s because, according to SEMRush data , it makes far more financial sense to keep your current customers and help them grow over time.
LiveVox
SEPTEMBER 16, 2021
Workforce management software is a key component of any well-organized and efficient contact center. A solid workforce management software (WFM) gives agents autonomy and encourages self-service within an organization. The right program will help propel your company towards its goals by giving agents and managers valuable insight into their daily workflows.
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.
Call Experts
SEPTEMBER 16, 2021
Employee attendance plays an essential role in how your organization functions. Attendance is important because it leads to better planning and helps you understand how regular or irregular your staff members are showing up to the workplace. . Employee absenteeism can result in severe consequences for organizations. . Unscheduled absenteeism costs roughly $3,600 per year for each hourly worker and $2,660 each year for salaried employees. ??
Playvox
SEPTEMBER 16, 2021
Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spre
Spearline
SEPTEMBER 16, 2021
We are excited to let you know that Spearline is a virtual exhibitor at this year’s Enterprise Connect event. Our virtual exhibition booth is now open, and we would love it if you could pop by for a chat at a time that suits, so that we can fill you in on everything that’s been happening in Spearline. Secure your place at Enterprise Connect If you haven’t already booked your place on to Enterprise Connect, you can register via the button below where you can use the unique
The Petrova Experience
SEPTEMBER 16, 2021
Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool. In this light, customer journey mapping tools include a variety of communications methods that empower the “customer experience doctor” to present the diagnosis to stakeholders in an easy-to-understand way
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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.
SmartKarrot
SEPTEMBER 16, 2021
Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. As a Vice President of Customer Success, you will develop and oversee the implementation of the product offerings, including onboarding and training for all new and existing customers. Implement a project management solution for customers and internal resources to gain insight into the progress of implementations.
ChurnZero
SEPTEMBER 16, 2021
9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS. And beyond the fact that it costs less to retain an existing customer than to sign a new one, customer retention is a core part of long-term stability, prospective growth, and overall profitability.
SmartKarrot
SEPTEMBER 16, 2021
Analytics has always been an integral part of marketing or sales. Though it has not always been a norm for the product management teams to use analytics, it needs to be made now. The current competitive business environment necessitates analytics for products as well. Product analytics, in simplest terms, is the process of collecting and interpreting usage data about a business’s product.
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!
Playvox
SEPTEMBER 16, 2021
Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. Your resource planning and quality teams can become bogged down with duplicate sheets, unnecessarily manual processes, and even end up being over-staffed in your contact center. COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spre
Interactions
SEPTEMBER 16, 2021
We’ve all been there. A fraud alert pops-up, signalling the need to cancel your debit card and then wait 5-7 business days to receive a new one because your account has been compromised. After waiting on the line to speak to a live agent, they’ll dictate each and every transaction to you, confirming if you or the scammer made a particular purchase. Once you settle what was yours, the agent will confirm a mailing address to get you a new pin and card.
Beyond Philosophy
SEPTEMBER 16, 2021
Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most. The processes you have internally reflect on the experience you provide the customer. .
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