NobelBiz
SEPTEMBER 30, 2020
The 2020 crisis created a business environment where managers are forced to navigate their teams through uncertain waters. The contact center industry is no exception. Adapt your business to the new reality. Learn everything you need to know about how to start a virtual call center. The post How to Start a Virtual Call Center appeared first on NobelBiz®.
ShepHyken
SEPTEMBER 30, 2020
It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.
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Myra Golden Media
SEPTEMBER 30, 2020
Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season. Help me make this training relevant to you by answering this question in the comments: “If you could wave a magic wand at your biggest customer challenge, and make it disappear, what would that challenge be?
Contact Center Pipeline
SEPTEMBER 30, 2020
The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1 spot is a Pipeline classic from industry veteran Kathleen Peterson of PowerHouse Consulting on setting a positive direction for the long-term—and very relevant to what is happening right now. An important […].
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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.
Myra Golden Media
SEPTEMBER 30, 2020
I’d love to hear your thoughts on something I’m working on. Is this you?: You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. If this is you, I’d love to get your answer to this question: If you could wave a magic wand and make your biggest customer support challenge disappear, what would it be?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
SEPTEMBER 30, 2020
This year hasn’t gone as anyone expected (biggest understatement right there). COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. Customer Experience is no exception. In fact, the CX industry has changed rapidly this year. Digital consumerism went through the roof and remote work became the norm. The companies that have slid through 2020 with the fewest bruises are the ones that already had strong omnichannel systems in place.
Virtual Live Labs
SEPTEMBER 30, 2020
Face to face interaction is the gold standard when it comes to collaboration, which is why leaders are struggling with this new remote work era. We want concrete advice on how to keep remote workers engaged, not platitudes and theory. Vicki Brackett, author of The Leadership Toolbox. Vicki Brackett is the remote-work superstar and recently came back on my show.
TeleDirect
SEPTEMBER 30, 2020
2020 has certainly been a year to remember. From worldwide pandemics to social unrest and political upheaval, the year has witnessed what seems like a decade’s worth of history…and there’s still one quarter to go! For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Secure, remote workspaces, reliable infrastructure and timely customer service are as critical as ever.
Virtual Live Labs
SEPTEMBER 30, 2020
Reengineering leadership skills for the new work-at-home contact center environment. The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted.
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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
NobelBiz
SEPTEMBER 30, 2020
Let's look at how a predictive dialer works, what it is, and its purpose within a call center environment. We look at the algorithm and its benefits for most call center operations and how it can significantly increase the KPIs of an outbound team. The post How Does a Predictive Dialer Work appeared first on NobelBiz®.
Virtual Live Labs
SEPTEMBER 30, 2020
Face to face interaction is the gold standard when it comes to collaboration, which is why leaders are struggling with this new remote work era. We want concrete advice on how to keep remote workers engaged, not platitudes and theory. Vicki Brackett, author of The Leadership Toolbox. Vicki Brackett is the remote-work superstar and recently came back on my show.
Cincom
SEPTEMBER 30, 2020
The market leader in the Australian material handling equipment market selects Cincom CPQ to deliver a better way to Configure, Price and Quote their products and services. Sydney, Australia (September 30, 2020) – Cincom Systems, Inc. , a global supplier of enterprise software solutions, announced today that Toyota Material Handling Australia (TMHA) , the largest retailer of forklifts, both internal combustion and battery electric in Australia, has selected Cincom CPQ to improve its sales effect
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.
LiveVox
SEPTEMBER 30, 2020
Learn the 16 top-level metrics for texting in the contact center. Operationalizing SMS: Top-Level Metrics for Texting SMS messaging is a great way to gain real-time visibility in front of your customers and grow more opportunities to get in front of them instantly. Before implementing texting, establishing a baseline of the top-level metrics that matter […].
TeleDirect
SEPTEMBER 30, 2020
Call centers to improve customer service is a big deal – but that doesn’t mean it’s strictly a big business issue. In many ways, it’s even more important for smaller firms, since the direct line from client to upper management is more streamlined. With a business process outsourced (BPO) call center platform, small businesses can enjoy all the benefits usually afforded to large and medium size enterprises with their contact centers.
ClientSuccess
SEPTEMBER 30, 2020
What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?
Totango
SEPTEMBER 30, 2020
Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. With this SuccessBLOC, you can identify, categorize and monitor the customer events, activities and behaviors that indicate which customers need attention, and why.
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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.
customer sure
SEPTEMBER 30, 2020
Covid-19 has disrupted life for you and your customers, and the changes aren’t subtle, they’re seismic. It’s changed how companies have to deal with their customers, and it’s created huge uncertainty for customers. Is this a time to watch and wait? Or time to work out what you can do (safely) that will make customers confident to engage with you again!
AnswerConnect
SEPTEMBER 30, 2020
You’re driving your car home, and thinking about the day you just had. A long, long day of work. You. Continue Reading → The post After-Hours & Weekend Call Answering Service for Your Business appeared first on AnswerConnect Blog.
Jon Arnold
SEPTEMBER 30, 2020
Same as it ever was, same as it ever was. Any digital immigrant - and hopefully some natives - will know how that song goes, and if it’s now rattling around in your brain, then you’ll want to read my latest No Jitter post. Without giving too much away, I see a lot of parallels in that iconic song to the crazy pace of change with tech, and how hard it is for all of us to keep up.
Calabrio
SEPTEMBER 30, 2020
Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we recognized at our C3 online event — and awarded with cold, hard cash! —the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results.
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!
Calltools
SEPTEMBER 30, 2020
If you have a call center, you know that a number of state and federal regulations govern your operations. And, like all regulations, the phrase “ignorance is no excuse” applies. Even if you unintentionally violate a regulation, you may still be subject to hefty fines and penalties. This review of the regulatory environment will help you to ensure that your call center compliance measures are right for your specific industry and business.
Calabrio
SEPTEMBER 30, 2020
Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we’ll recognize at our upcoming C3 online event — and award with cold, hard cash! —the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results.
NobelBiz
SEPTEMBER 30, 2020
Today we’re analyzing how a predictive dialer works, what it is, and what its purpose is within a call center environment. Further down, we’re looking at the metrics and operations that can be positively impacted by having a predictive dialer. Before we close out the piece, we’re also going to analyze the typical restrictions that come with a predictive dialer (in terms of the FCC), plus the best types of call centers that could benefit from a predictive dialer.
AnswerConnect
SEPTEMBER 30, 2020
You’re driving your car home, and thinking about the day you just had. A long, long day of work. You met people, handled phone calls, negotiated, made decisions and resolved. The post After-Hours & Weekend Call Answering Service for Your Business appeared first on AnswerConnect Blog.
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
Customercount
SEPTEMBER 30, 2020
Bob Kobek talks about how in "The New Normal" businesses should outsource their work and suggests three questions you should ask vendors. The post Bob Kobek Vlog 2 – The New Normal appeared first on CustomerCount.
CSM Magazine
SEPTEMBER 30, 2020
A satisfied customer is a happy customer and by understanding the benefits of six sigma you will be one step closer to improving the customer experience and achieving customer loyalty. The Six Sigma methodology dates back to the 1980s when the Motorola Corporation found it was a highly effective means of reducing defects. Given its conception in a multinational corporation’s boardroom, Six Sigma was primarily adopted by large organizations in its early years.
Ameyo
SEPTEMBER 30, 2020
If your legacy PBX system is making it difficult for you to keep up, resulting in poor customer experience, it’s time that you upgrade to a modern contact center software. Now, you do not want to rely on an age-old system that is just because the installation is cheap. The world of contact centers has … Why should you move from Legacy PBX to Modern Contact Center Software?
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