Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. It happened even faster than we thought. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. And it looks like it’s here to stay… Contact Centers Made an Unprecedented Pivot to Virtual Working. “60-80% of agents moved to work at home during ‘shelter in place,’

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TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours? Limit call times to 3 minutes each? Slash the number of technicians per shift?

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Customer Service Self service Average Handle Time Contact Center 207

Contact Center Pipeline

NOVEMBER 10, 2020

No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well. Contact centers are often seen as an expensive but necessary line item that should be streamlined as much as possible in support of the bottom line, but brands are waking up to the value […].

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Contact Center Customer Service Chatbots Call Center 162

Nexmo

NOVEMBER 10, 2020

Events are everywhere! The software development world has realized the benefits of modeling our business processes and application logic as a log of events. Event sourcing has been growing in popularity as a way to build systems that protect against data loss, model complex business scenarios more clearly, and provide flexibility in how they can be extended.

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APIs Accountability 139

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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.

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.

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Enterprise Benchmark Accountability Management 119

The Petrova Experience

NOVEMBER 10, 2020

What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80% of CEOs believe they deliver superior customer experience while, 8% of their customers agree. PatientPop shares that, while 42% of patients wanted to schedule their appointments online, only 17% of respondents actually had that option.

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Customer Experience Education Banking Call Center 98

Customercount

NOVEMBER 10, 2020

Unstructured survey questions are where resorts will find the real answers when looking at their customer experience and the latest text analytics software can help uncover the true meaning. The post The importance of text analytics for timeshare resorts appeared first on CustomerCount.

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Analytics Surveys Customer Experience Feedback 98

Nicereply

NOVEMBER 10, 2020

Not only does employee satisfaction help make happier, and healthier employees, it also helps make happier and healthier companies. As a consumer, you’re frequently asked how satisfied you are. For example, if you buy a t-shirt online they may ask after you check out how that experience was. Then a few days after your shirt is delivered, you might get another survey asking how you like the product.

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Agent burnout Finance Advertising Personalization 98

Advantage Communications

NOVEMBER 10, 2020

Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.

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Coaching Customer Experience Customer Service Contact Center 98

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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

Surveys

Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. If you were the only one in your market capitalizing on e-commerce, that first-mover advantage didn’t last. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

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Advertising Feedback Metrics Surveys 98

24-7 InTouch

NOVEMBER 10, 2020

Providing a quality, positive experience to your customers at every touch point creates more satisfied, loyal customers who are much more likely to purchase from your company again. Studies show that 49% of American consumers switch companies due to poor customer service. In fact, 47% of customers say they’ll stop buying from a company if they have just one subpar experience. .

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Contact Center Coaching Technology Best practices 98

LiveVox

NOVEMBER 10, 2020

A Profitable Feedback Loop Retaining existing customers can be anywhere from 5 to 25 times more economical than acquiring new ones. Knowing your customer is essential to this kind of success. In order to intelligently utilize the customer data you have, you first need to have a clear idea about who your customers are and […]. The post Do you Know Your Customer?

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Contact Center Feedback CRM Customer Experience 94

VirtualPBX

NOVEMBER 10, 2020

One of our primary goals at VirtualPBX is to make our phone system features extensible through other tools you might already use at your business. Our latest feature release, Business SMS , lends itself to extension through Airtable templates, so we made a proof of concept for that purpose. Airtable lets businesses track and organize their daily tasks through an online interface that combines the function of a database with the look of a spreadsheet.

APIs 75

APIs Accountability Scripts Marketing 75

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

Guru

NOVEMBER 10, 2020

Over the last decade, the customer support industry has changed dramatically from customer deflection to customer engagement and retention. Brands have finally realized that the post-purchase support space is where customer loyalty is ultimately won anew—or lost forever.

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Customer Support 62

Aspect

NOVEMBER 10, 2020

A workplace environment that supports agents’ needs and desires can help improve your contact center by reducing high tur nover rates while also setting agents up for success. However, to make that happen , it’s imperative to understand what is most important to your workforce. . Each year, Aspect conducts a survey of more than 500 contact center agents in order to see how their attitudes and preferences may be evolving. .

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Contact Center Surveys 62

Jon Arnold

NOVEMBER 10, 2020

Last month, I had nine virtual events to track (more on that in my newsletter), but three in particular stood out, from Zoom, Twilio and Slack. Three companies that have only been on our UCC radar a few short years, but with three, you have a pattern, and I’m seeing a few here. I’m sure you do too, and if so, I think you’ll enjoy my analysis. Lots to explore, and the article is running now on No Jitter.

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Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. If you were the only one in your market capitalizing on e-commerce, that first-mover advantage didn’t last. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

Advertising 59

Advertising Feedback Metrics Surveys 59

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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

Strikedeck

NOVEMBER 10, 2020

Vincent Manlapaz, in an interview with Petrisa Pecnick talks about why Customer Success must be at the center of culture enablement, trust, transparency, growth, and competitive advantage.

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Customer advocacy SaaS Customer Experience 59

TeamSupport

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. That’s how the new whitepaper by ServiceXRG introduces the concept of how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance.

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Customer Support B2B Coaching Education 59

Maru Group

NOVEMBER 10, 2020

The media and sports worlds have been in a tumult, with people cutting cables, switching to streaming, puzzling over bundling, and being confused by what is linear and what is not. It has been chaos. And then COVID-19 hit. Entertainment industry production halted, movie theaters shuttered, and sports stopped. Then sports restarted and largely ended up limping off the field.

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Entertainment Telecommunications Advertising Personalization 55

TCN

NOVEMBER 10, 2020

Your contact center’s objective is to have its calls successfully reach your right party contact. The post Call Blocking and Labeling: A Breakdown of What Call Centers Need to Know appeared first on TCN.

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Call Center Contact Center 52

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!

Feedback

JivoChat

NOVEMBER 10, 2020

JivoChat now has the ability to process incoming orders. This happens as follows: the buyer makes a request, and you immediately receive a notification. If you need to clarify something, you can quickly call the client, contact him via WhatsApp or send an SMS. And all this in the JivoChat! Directly in JivoChat, you and your employees can issue invoices, track progress statuses, view sales statistics, and more.

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Sales 52

Hodusoft

NOVEMBER 10, 2020

In today’s competitive marketplace, predictive dialer has become an essential need for most businesses or organizations. The days are gone when the representatives at contact centers were using manual dialing machines to dial in the numbers and call the customers. Manual dialing system was not only time-consuming but also quite unpredictable as one out of every three or four calls might get answered and most calls might land up in answering machines or voice mails or may be unavailable.

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Contact Center call center software Call Center Time management 52

Comm100

NOVEMBER 10, 2020

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. In today’s digital-first world, live chat has become the most popular digital communication channel. 46% of customers prefer live chat compared to just 29% for email.

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Automotive Engineering Healthcare CRM 52

CSM Magazine

NOVEMBER 10, 2020

To a computer, data is but a string of 1s and 0s. But to individuals, institutions, and corporations, data has attained the status as one of our most valued possessions. And like all valuable possessions, data must be protected assiduously. The trend of cyber-attacks is on a rising curve since the pandemic began, taking advantage of the fear and uncertainty that has arisen among the populace.

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Airlines Advertising Enterprise Customer Support 52

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

Journey mapping

Certified Languages International

NOVEMBER 10, 2020

Every year, CSA Research (formerly known as Common Sense Advisory) releases a list of the Top 100 Language Service Providers in the U.S. We feel very lucky to be included as a top interpretation company on this list, but there are several others alongside us that you should know — especially if you’re on the hunt for the perfect language service provider (LSP). .

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Healthcare Government Enterprise Banking 52

Ameyo

NOVEMBER 10, 2020

It’s that time of the year again. The holiday season is upon us, and this year the celebration is going to be different. As the world has moved towards contactless interactions, bidding adieu to in-person visits, the world of FinTech is also changing. Today, more than ever, fintech is seeing an uplift in adopting financial … FinTech Adoption Remains on the Rise this Holiday Season Read More » The post FinTech Adoption Remains on the Rise this Holiday Season appeared first on Ameyo.

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Personalization 52

Creative Virtual

NOVEMBER 10, 2020

By Chris Ezekiel, Founder & CEO. Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. Our partner Continuous Technologies (CTINT) was once again an event sponsor and graciously invited me to present on the Symposium theme of Future Fit. This was my sixth time speaking at the HKCCA Symposium, but the first time doing it from the UK.

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Virtual Agent Chatbots Best practices Technology 52