Fonolo
OCTOBER 15, 2020
Are you truly listening to your customers? Sure, your agents hear their concerns and issues each day. But staying in tune with their desires and expectations requires a more deliberate effort. . Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. And if you want to keep them happy and brand-loyal, you need to develop solutions to their problems.
Beyond Philosophy
OCTOBER 15, 2020
Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.
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Steve DiGioia
OCTOBER 15, 2020
Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.
Contact Center Pipeline
OCTOBER 15, 2020
We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how to get there? As contact center leaders plan for the post-pandemic recovery—both short- and […].
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Transparent BPO
OCTOBER 15, 2020
FOR IMMEDIATE RELEASE Financial veteran Natalie Dickey will serve a role to support the rapidly growing company Rockville, MD (October 15, 2020) — Transparent BPO, a global contact center, and business process outsourcer, today announced the hiring of Natalie Dickey as Vice President of Finance. Dickey is responsible for Financial Planning, accounting, and payroll, focusing on […].
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Toister Performance Solutions
OCTOBER 15, 2020
This is a blog post about your employees' first day. It includes quotes from several real employees who have just started new jobs, so I've changed each person's name to protect their anonymity. The first day at a new job can say a lot about your company. For some, a great first day confirms they joined the right organization."It was like the first day at school," said Robert.
Guru
OCTOBER 15, 2020
Halloween is creepin’ up on us! We thought we’d celebrate this haunting holiday by speaking to the needs of support managers because between more than 7 months of remote work under their belts and what’s sure to be an unprecedented holiday season ahead of us, there is no shortage of spooky scenarios CX folks are facing this fall.
Nuance
OCTOBER 15, 2020
To a credit union like ours, nothing is more important than the experiences we provide to our members. Our contact center fields about 4,000 member calls every day—and every one of those callers needs to be authenticated before they can get access to their account. In the past, we used traditional knowledge-based techniques to verify [.] The post How to get your voice biometrics implementation right: 5 top tips from a success story appeared first on What’s next.
Tethr
OCTOBER 15, 2020
We are often asked about the difference between traditional text analytics tools and the type of conversation analytics Tethr provides. The thinking goes: if audio recordings can be transcribed into text, can’t we just throw that text into the same tools we’ve successfully used in the past to analyze survey verbatims or customer reviews? Won’t that be sufficient for understanding what is happening in our service and support channels?
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.
Talkdesk
OCTOBER 15, 2020
Traditional banks aren’t just competing against each other anymore. When a consumer has a seamless shopping journey on Amazon Prime Day, a catered journey through Google searches and taking Ubers across town, that consumer sets the same expectation of a seamless digitally intelligent journey in banking. Banks find themselves losing clients to new entrants like “non-banks” such as Amazon and Square that are now providing financial services.
NICE inContact
OCTOBER 15, 2020
Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities?
Aspect
OCTOBER 15, 2020
Let’s be honest. When we see someone with a remarkable accessory, we notice it. Whether it’s diamond earrings, red-bottom shoes, or massive sunglasses , it sends a message about the wearer. A smartwatch is no exception. The modern smartwatch as we know it burst onto the scene with the A pple watch in 2015 and has exploded in sales, popularity and functionality over the last five years.
Interactions
OCTOBER 15, 2020
In recent years, the insurance sector has experienced an uprise in disruptive innovation. Combined with the disruption caused by the pandemic, there is a huge opportunity for insurers to transform the way that they do business, especially in customer experience. This digital transformation, especially with respect to personalized self-service, efficiency, and speed, can be a major differentiator as insurers seek to stand out among their competition.
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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.
Nicereply
OCTOBER 15, 2020
Thousands of store owners are hungry for conversions, so you need to step up and make your store more compelling than the alternatives. Let’s say you’re planning to launch an eCommerce store soon, or you’ve already launched one and you’re in the early stages of trying to make it work. You have your core details figured out — the name of the brand, the products you’ll sell, what niche you’re going to target, etc. — but you’re intimidated by the intense competition of the online marketplace (as yo
Nuance
OCTOBER 15, 2020
The COVID pandemic has triggered seismic shifts in how healthcare is delivered. Technology made it possible and practical to deliver patient care remotely while ensuring safety. Regulations changed and placed reimbursements for virtual visits on par with in-person exams. Telehealth platform companies became infused with investment, federal funds authorized in the CARES Act spurred adoption, [.
FiveStars
OCTOBER 15, 2020
“The Fivestars platform includes its own payment product, integration with other point-of-sale systems, marketing automation that delivers personalized messages to customers and a broader network of 60 million shoppers, allowing for cross-promotion across different Fivestars businesses. The startup is announcing today that it has raised $52.5 million in new funding, combining a Series D equity […].
TCN
OCTOBER 15, 2020
It seems like in today’s world, we are constantly getting updates about the latest and. The post How Technology is Transforming Debt Management & Collections appeared first on TCN.
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!
ForeSee
OCTOBER 15, 2020
New data from the Verint Experience Index: E-Gov report for January – June 2020 shows that when COVID-19 changed everything earlier this year, people looked to federal agencies for information.
Merchants
OCTOBER 15, 2020
Serving over 16 million clients worldwide, the Royal Bank of Canada is one of the country’s largest financial services companies, and among the largest banks in the world. Aiming to help its clients to thrive and communities to prosper, RBC is committed to using technology to create an exceptional digital client experience. The post Case Study | Boosting sales and conversions through smart voice listening appeared first on Business Process Outsourcing Services | Merchants CX SA.
CSM Magazine
OCTOBER 15, 2020
Without a doubt one of the most important skills in business is the ability to communicate with customers by telephone. Part of the reason the telephone continues to be a preferred communication channel is that it gives customers a quick way to make contact. For companies, it is an opportunity to express empathy and strengthen customer relationships.
Merchants
OCTOBER 15, 2020
President‘s Choice Bank (PCB) offers a wide range of general finance and banking services to its clients in Canada. As a wholly-owned subsidiary of Loblaw Companies Limited, PCB Financial is focused on payment and loyalty, engaging shoppers through its Mastercard® credit card products and PC Plus®, one of the most loved loyalty programs in Canada. The post Case Study | Redefining risk and fraud strategies for growth opportunities appeared first on Business Process Outsourcing Services | Merchant
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.
Ameyo
OCTOBER 15, 2020
With the world being hit by COVID-19, businesses are changing the way they advertise about their brands and win new customers. Digital channels have dominated before the pandemic as well, but it has turned out to be a goldmine for some companies. While businesses are leveraging digital platforms as channels of communication, the consumers are … Is Google’s Business Messages Better Than Website Chat?
Merchants
OCTOBER 15, 2020
South African Airways (SAA) is the country’s national airline carrier and services most major domestic and international routes. Like many airlines the world over, SAA operates under immense cost and operational pressures in the face of challenging economic conditions in a highly competitive industry. The post Case Study | Efficient back office processes drive improved customer experience appeared first on Business Process Outsourcing Services | Merchants CX SA.
Monet Software
OCTOBER 15, 2020
BPO is short for Business Process Outsourcer. This is a third-party service provider that handles any operations or responsibilities that a company is unable or unwilling to do in-house. Call center services are often outsourced to BPOs where agents represent multiple companies in different businesses. Ideally this is achieved invisibly, so customers will believe the person they reach works only for the company they wished to contact.
Merchants
OCTOBER 15, 2020
Today more than 19 000 customers use this client’s financing in over 2250 locations across Canada. The post Case Study | Enabling FinTech cost control and volume for growth appeared first on Business Process Outsourcing Services | Merchants CX SA.
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.
LiveVox
OCTOBER 15, 2020
For many businesses, contact centers, particularly inbound contact centers, are the lifeline of customer service. They are a critical piece to the customer satisfaction puzzle. Despite a global pandemic affecting operations – shifting from onsite to remote – businesses still need to navigate similar customer needs and optimize for the customer experience.
Merchants
OCTOBER 15, 2020
With its purpose to ‘Live Life Well’, Loblaw is Canada‘s food and pharmacy leader, with a network of corporate and independently-operated stores in communities across the country. The post Case Study | Boosting self-service use through smart understanding of customer behaviour appeared first on Business Process Outsourcing Services | Merchants CX SA.
Maru Group
OCTOBER 15, 2020
The pandemic environment is creating an environment for the retail industry that is simultaneously exhilarating and petrifying. Change is happening at a dramatic rate, and both brick and mortar and online stores are scrambling to adapt during the COVID-19 pandemic. And store operators are seeking out new long term ways of engaging with customers and adding value—in imaginative and unusual ways.
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