Thu.Oct 15, 2020

7 Things Your Customers Want Your Contact Center to Know

Fonolo

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. .

Getting Inside the Customer’s Mind

Beyond Philosophy

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too.

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How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

Contact Center Pipeline

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?

What Do You Do To Get Ahead? – Tip #20

Steve DiGioia

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?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Transparent BPO Adds to Leadership Team with Key Financial Leader Hire.

Transparent BPO

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.

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Customer Data Platform Benefits: How to Make the Most of Them

Totango

As business becomes increasingly digitized and competitive, customer engagement that makes clients feel valued and appreciated becomes more critical. Covid-19 adds another complicating factor—a heightened risk of customer churn across a number of industries.

IT Priorities Shift in the New Normal: More Pivotal to Contact Centers than Ever

NICE inContact

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? Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights NICE inContact CXone

The limitations of using text analytics to analyze conversations

Tethr

We are often asked about the difference between traditional text analytics tools and the type of conversation analytics Tethr provides.

Four Ways Insurers Can Improve CX for Market Differentiation

Interactions

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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

3 tactics to retain clients in the new-normal

Talkdesk

Traditional banks aren’t just competing against each other anymore.

Solving telehealth inefficiencies that exacerbate physician burnout

Nuance

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, [.]

5 Ways For New Ecommerce Stores To Nail Customer Support

Nicereply

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.

How to get your voice biometrics implementation right: 5 top tips from a success story

Nuance

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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Case Study | Boosting sales and conversions through smart voice listening

Merchants

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.

12 Ways to Provide Better Customer Service by Phone

CSM Magazine

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.

Case Study | Consolidated contact centre helps reduce costs through optimised customer service channels

Merchants

Single point of contact for business banking customers Operating for over 150 years in South Africa, Standard Bank South Africa (SBSA) is one of the country’s largest financial services groups and operates in 32 countries around the world.

What is a BPO call center?

Monet Software

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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Case Study | Redefining risk and fraud strategies for growth opportunities

Merchants

President‘s Choice Bank (PCB) offers a wide range of general finance and banking services to its clients in Canada.

Spooky Scenarios That Keep Support Managers Up At Night

Guru

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. customer support

Case Study | Efficient back office processes drive improved customer experience

Merchants

South African Airways (SAA) is the country’s national airline carrier and services most major domestic and international routes.

Advanced Call Tracking in Two Ways With VirtualPBX

VirtualPBX

Many of our larger customers want to know how they can perform advanced call tracking of the traffic that takes place within their VirtualPBX Phone Plan. Both our Advanced and Enterprise Plans give businesses access to our ACD Queues Pro and Advanced Call Reports tools that allow tracking of calls in distinct ways. They can even work with each other as a tandem call tracking powerhouse. ACD Queues Pro for Live Call Monitoring.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Case Study | Enabling FinTech cost control and volume for growth

Merchants

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. Customer Stories

Inbound Strategies and the Top 8 Metrics for Contact Centers

LiveVox

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. Top 8 Metrics […]. The post Inbound Strategies and the Top 8 Metrics for Contact Centers appeared first on Livevox.

Case Study | Boosting self-service use through smart understanding of customer behaviour

Merchants

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.

Why Do Golden Agents Wear Smartwatches?

Aspect

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.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Building Account & Success Plans

Strikedeck

Shari Srebnick talks about two fundamental approaches in Customer Success; Account and joint success plans. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Is Google’s Business Messages Better Than Website Chat?

Ameyo

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? Read More » The post Is Google’s Business Messages Better Than Website Chat?

A Compliance Conversation with Joann Needleman, Consumer Financial Services Regulatory & Compliance Leader

LiveVox

Listen to the full interview for insights on the upcoming CFPB rules expected later this month. The final rules will be the first rules clarifying the nearly 40-year-old Fair Debt Collection Practices Act (FDCPA). Full Transcript Boris Grinshpun: Good morning and good afternoon, listeners and viewers. Uh, thank you again for joining us today on […].

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