Avoxi

SEPTEMBER 9, 2020

Measuring the Service Level (SL) of your organization can help you make informed decisions regarding your workforce and the company. Call center managers lean on this data to guide their internal processes, drive revenue, and empower teams to work together towards common goals and objectives. Brands that maintain a level of standardization generally have healthier… The post The Call Center Manager’s Guide to Service Level Agreements appeared first on AVOXI.

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ShepHyken

SEPTEMBER 9, 2020

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight? That’s exactly what happened to my friend and fellow professional speaker, Beth Terry. She has a three-bedroom home.

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Contact Center Pipeline

SEPTEMBER 9, 2020

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents entirely new challenges and opportunity for workforce managers. Workforce management professionals are still grappling with this epic change.

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TechSee

SEPTEMBER 9, 2020

Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services. This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals.

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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.

ProProfs Blog

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. “From where do we start?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. Before turning into global names, brands like Starbucks and Amazon might have faced the same challenge. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.

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CSM Magazine

SEPTEMBER 9, 2020

New capability provides an added secure payment option for PCI Pal customers, allowing callers to speak payment details securely. PCI Pal ® , the global provider of cloud-based secure payment solutions, has announced the addition of Speech Recognition capability for both its Agent Assist and IVR Payment solutions. PCI Pal’s customers now have the option of allowing callers to securely speak their credit card details over the phone, while PCI Pal securely processes the data and prevents it from e

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Advantage Communications

SEPTEMBER 9, 2020

When your company is just beginning, it’s difficult to imagine that you will ever need a large customer support team to resolve customer issues and queries. Most companies soon find, however, that a call center is needed to keep up with requests.

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VirtualPBX

SEPTEMBER 9, 2020

To keep our products and services as user-friendly as possible, we’re always making updates to our Business Phone Plans such as the ability to upload your contact list from your phone system dashboard into our desktop softphone. The latest update to the VirtualPBX Desktop Softphone addresses a need for many of our customers who have a large collection of phone system users.

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Hero Digital

SEPTEMBER 9, 2020

AmeriGas , the nation’s largest propane company, launched its new brand identity and website on September 3, 2020. The reimagined experience was created by Hero Digital, a leading independent customer experience (CX) company. As AmeriGas sought to tackle a three-year customer-first digital transformation, Hero Digital was tapped to chart a course aligning their customer needs to digital solutions.

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Engineering Analytics Customer Experience 71

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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

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Tethr

SEPTEMBER 9, 2020

Here at Tethr, we talk a lot about reducing customer effort. After all, research shows that minimizing effort is critical to customer loyalty and improving the overall customer experience. One pillar of providing an effortless customer experience is to reduce channel switching which occurs when a customer is forced to bounce between multiple channels (chat, email, help articles, phone calls, etc.) in an attempt to resolve an issue because they couldn’t find a solution on their first try.

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Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. More customers opt to solve issues on their own through knowledge bases, web, chat, voice, or a combination of channels. According to Gartner, 81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.

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Jon Arnold

SEPTEMBER 9, 2020

Am hitting the ground running coming out of Labor Day, and thankful to be so busy with new work. My being busy includes time spent putting the current newsletter together, along with our latest Watch This Space podcast. If this is new for you, I publish a monthly newsletter - JAA’s Communications and Collaboration Review - for which the podcast is the leading feature.

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Marketing 59

Calabrio

SEPTEMBER 9, 2020

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.

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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.

Customer Experience

Hero Digital

SEPTEMBER 9, 2020

AmeriGas , the nation’s largest propane company, launched its new brand identity and website on September 3, 2020. The reimagined experience was created by Hero Digital, a leading independent customer experience (CX) company. As AmeriGas sought to tackle a three-year customer-first digital transformation, Hero Digital was tapped to chart a course aligning their customer needs to digital solutions.

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FreshGrade

SEPTEMBER 9, 2020

This year, perhaps more than ever before, teachers need all the right tools—FREE, easy-to-use and powerful tools—to encourage parent engagement. Better academic achievement is only one of the positive outcomes when parents engage in learning. Increased student confidence and motivation for learning are also big benefits. Whether you’re in the classroom or teaching remotely, it’s likely that this year there will be more communication to and from home.

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Education 52

LiveVox

SEPTEMBER 9, 2020

Skills and personality traits differ from agent to agent within the contact center depending on training, the type of customer service, and the specific support channel. But there’s another layer to be considered as well: generational differences. by Brett Holleman Recently, I had the opportunity to engage in a lengthy conversation with a National Director […].

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Merchants

SEPTEMBER 9, 2020

Merchants is both proud and excited to announce that we have become the first BPO providers in the country of our size to achieve a level one B-BBEE status under the revised Generic Codes of Good Practice, just a year after achieving level 2 status. The post Merchants SA becomes first local BPO provider of its size to achieve B-BBEE Level 1 appeared first on Business Process Outsourcing Services | Merchants CX SA.

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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.

Self service

Creative Virtual

SEPTEMBER 9, 2020

By Rachel F Freeman, Operations Director & Laura Ludmany, Knowledgebase Engineer. Whitepapers are designed to be plain-speaking and informative documents spanning an array of subjects. At Creative Virtual, whitepapers are not created too often as they hold a special place in our repository of resources since they offer information that stays valid for a much longer time than other documents.

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Merchants

SEPTEMBER 9, 2020

Merchants is both proud and excited to announce that we have become the first BPO providers in the country of our size to achieve a level one B-BBEE status under the revised Generic Codes of Good Practice, just a year after achieving level 2 status. The post Merchants SA becomes first local BPO provider of its size to achieve B-BBEE Level 1 appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Business Process Outsourcing outsourcing 52

Nuance

SEPTEMBER 9, 2020

As a customer success leader and someone who has spent a lot of time in meetings discussing how to best solve problems with no easy answer, I can tell you perhaps the most important asset to have is diversity. Diversity in experience, diversity in background, diversity in opinion – it is simply put the necessary [.] The post Diversity is Key to Customer Success appeared first on What’s next.

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C Space

SEPTEMBER 9, 2020

The Brand Move Roundup – September 9, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

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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!

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Language I/O

SEPTEMBER 9, 2020

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SmartKarrot

SEPTEMBER 9, 2020

Hi there! This is the second time I am writing about the QBR meeting. In my last article, I went into the details of What is QBR and the choices that can make or break it. If you haven’t read that then I suggest it is worth having a glance before you read this one. Today, I’ll be going into the details of QBR meeting and will mention tips for conducting it successfully.

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Edify

SEPTEMBER 9, 2020

Every single day, we do a plethora of things without thinking about alternatives. In the classic business book Leadership and Self-deception: Getting Out of the Box , the author tells a story about a baby who is learning to crawl and gets lodged beneath the furniture. Trying to get out, the baby pushes even harder and only worsens the problem - she’s more stuck than ever.

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