Contact Center Pipeline
JANUARY 27, 2021
Congratulations! Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes into just nine months. However, the New Year brings new hope for the future. Here are seven contact center New Year’s resolutions to help you get started in 2021. 1.
ShepHyken
JANUARY 27, 2021
I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. My response to the question was quick: Empathy , which I have chosen as The Word of the Year.
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Myra Golden Media
JANUARY 27, 2021
Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this: “You’re asking me how your employees can add an avatar to their eLearning profile, correct?
CX Global Media
JANUARY 27, 2021
Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care. Read more. The post What is Social Customer Care in 2021 [VIDEO] appeared first on Customer Experience Strategy and Tactics.
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Hello Customer
JANUARY 27, 2021
Customer experience has been around for some time now. Despite lots of companies are cutting budgets on their CX efforts, it’s important to put your customer in the center of your activities. Looking back, how CX has changed in 2020? And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Thinq
JANUARY 27, 2021
“thinQ helps our tradespeople stay connected with local customers, especially in rural areas. Electricians, plumbers, and contractors who are dispatched to people’s homes rely on our platform.” Damon Prater Senior Engineering Manager, ServiceTitan ServiceTitan offers an all-in-one software platform for commercial and residential plumbing, electrical, HVAC, and other field service businesses.
Enghouse Interactive
JANUARY 27, 2021
Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. In our first blog in this series, we explored how successful companies focus on implementing and optimizing the use of new technologies that help improve the customer experience.
LiveVox
JANUARY 27, 2021
Speech analytics technology and built-in CRM platforms are two distinct, but critical, tools to improve operations in a contact center. While they can often integrate together, the benefits of each need to be differentiated so they can be utilized effectively. Below we dive into the dynamic duo and explore ways that speech analytics and CRM […].
Cyara
JANUARY 27, 2021
Load testing is a great opportunity to find the performance limits of any deployed system. It is a fact that every deployed system of any kind has a breaking point. Whether or not the location of the breaking point is acceptable is one outcome of a successful load test. Yes, finding the breaking point of a system involves pushing the performance boundaries to the point that something fails.
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.
Ansafone
JANUARY 27, 2021
An answering service is one of the best ways to streamline the workflow in your office. With one of these services, your customers will still get the great customer service they need when they call in while taking some of the stress and workload away from your office staff. Your office staff can focus more … How an Answering Service Can Help Streamline Your Office Workflow Read More ».
SharpenCX
JANUARY 27, 2021
I spend most of my work days on the computer, so when I need to contact a company, I like to use live chat support as much as possible. It’s convenient for me and it allows me to multitask while I wait in a queue. Plus, when done well, it’s fast. I don’t have to push lots of buttons on my phone and listen to hold music. I don’t have to email a support number and wait days for a response.
NICE inContact
JANUARY 27, 2021
There's more than its products contributing to Wine Country Gift Baskets' growth. The company’s philosophy informs its everyday practices, which are built around a family-based culture, relationships, the quality of its interactions with customers, and the tools it provides to workers. And with baskets being ordered by and shipped to customers all over the world, the company’s contact center is central to its customer satisfaction and success.
Playvox
JANUARY 27, 2021
2021 is a watershed year for Playvox. In the past 12 months, as we approach Playvox’s 10-year anniversary, we doubled our market footprint. Our global clients significantly expanded adoption of our workforce optimization products. We made our first acquisition to make learning fun for customer service agents. And our global team hit triple digits.
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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.
CSM Magazine
JANUARY 27, 2021
Calabrio has achieved leading results of the featured vendors in three of four vendor and product satisfaction categories. . Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC.
Hello Customer
JANUARY 27, 2021
Customer experience has been around for some time now. Due to the corona pandemic, a lot of companies are cutting budgets on their CX efforts. Still, more than ever it’s important to put your customer in the center of your activities. Looking back, how CX has changed in 2020? And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda?
Spearline
JANUARY 27, 2021
In the latest episode of the Spearline Podcast, Josh and Kees are joined by Spearline Enterprise Sales Manager, Emmanuelle O’Donovan. We discussed the vital role audio plays in managing virtual events and conferences online. Emmanuelle also shared the best tips for preparing large conference calls and events involving multiple participants, the need for good service availability, as well as her role in Spearline, and her experiences in the conferencing and event management industry as a wh
FluentStream
JANUARY 27, 2021
Working in a busy office, there will come a time when you realize you’ve completely forgotten what a customer said on your last phone call. It could be because your wife sent you a funny meme and you lost your. Read More.
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!
Unymira
JANUARY 27, 2021
When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First Call Resolution Rate, and more.
Anexa BPO
JANUARY 27, 2021
In Part One of our blog on utilizing outsourcing companies for Telemarketing, we revisited the undeniably popular customer outreach tactic. We discussed the many strengths of telemarketing versus other forms of customer outreach, as well as where and how it can best serve businesses. One of the most prominent roles that BPO (Business Process Outsourcing) companies fill is telemarketing.
Unymira
JANUARY 27, 2021
Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features.
Anexa BPO
JANUARY 27, 2021
In today’s heavily competitive business market, businesses must have a robust and well-rounded customer support system to maintain a strong foothold in – and at the top – of their respective industry. Across all kinds of industries, both B2B and B2C companies provide assistance and relevant information to their valued clients as well as potential customers.
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.
Unymira
JANUARY 27, 2021
There is an old saying that says, “Knowledge is power” and although many of us try to deny this, and even fight against it (especially in youth) at some point most of us come to the realization that knowledge is power and that without the right knowledge it is far more difficult to succeed at your job, raising your children and even your social life.
ScreenSteps Call Center
JANUARY 27, 2021
It’s that time of year again for your call center. You know it well. It’s the time when the number of incoming calls increases by 4X — it’s your busy season. You know the feelings surrounding your busiest season: supervisors are overworked from being pulled in a thousand directions, experienced agents are overwhelmed from covering complex calls, and new hires/seasonal workers are nervous (sometimes even making themselves physically ill from fear of answering calls).
Unymira
JANUARY 27, 2021
Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base.
CSM Magazine
JANUARY 27, 2021
Providing a great customer experience has never been more important than it is today. Kyle Cox, CEO of Blindster, the nation’s largest online window treatment retailer leads the way. Recent events have shown how an unexpected health and economic crisis can dramatically affect customer behavior and many unprepared retailers have been forced to lay off employees or even shut up shop due to loss of business.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
AnswerConnect
JANUARY 27, 2021
Basic body functions happening simultaneously are not classified as multitasking. If so, then do humans do any multitasking at all? The post Can humans really multitask? appeared first on AnswerConnect Blog.
CSM Magazine
JANUARY 27, 2021
English-speaking countries have language requirements as part of their immigration policies. So if you’re planning to migrate for work or study, you might want to know more about the IELTS exam. Each country has its own IELTS requirements, though. Thus, it is always best to be prepared. In case you’re planning to move to an English-speaking country, here are some answers to frequently asked questions about the IELTS test to help you.
inSided
JANUARY 27, 2021
When Mixpanel first implemented its customer community, the goal was to decrease the number of support tickets and thereby free up Support. But soon, greater benefits of community became evident, including its direct impact on product adoption and retention.
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