Contact Center Pipeline

JULY 21, 2020

Customer Service 211

Customer Service 211

UJET

JULY 21, 2020

Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles. Sometimes, it can be difficult for agents to always know where they can improve their skills and supervisors should be offering feedback and building growth plans for agents. But how can you give feedback to agents in the best way possible?

Feedback 120

Feedback Quality management Metrics Surveys 120

Strikedeck

JULY 21, 2020

Deepa talks about why formal training programs for CSMs are so important.

SaaS 52

SaaS 52

Callminer

JULY 21, 2020

Marketers, analytics pros, and CX experts named these the most innovative ways companies are leveraging predictive analytics to improve customer experience.

Analytics 322

Analytics Marketing Customer Experience 322

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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.

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.

Enterprise 136

Enterprise Customer centricity Contact Center Customer Care 136

Fonolo

JULY 21, 2020

Lots of conversations happen daily at your contact center. But do you know what’s being left unsaid? An open, communicative work environment is the key to a healthy and vibrant work culture. Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging.

Contact Center 118

Contact Center Management Construction Call Center 118

Spearline

JULY 21, 2020

Contact centers constantly encounter problems such as latency, packet loss, and jitter without ever being aware of the issues. With thousands of calls being handled by contact centers each day, it is difficult to know how many more calls fail to reach an agent, or if the customer is experiencing issues on the lines. These problems are guaranteed to increase consumer turnover for the business and potentially lead to a loss in revenues.

Contact Center 98

Contact Center Telecommunications Enterprise Metrics 98

Fonolo

JULY 21, 2020

Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes. As we went into lockdown, pretty much every call center in the country was suddenly flooded with calls; there were no survivors.

Wait times 81

Wait times Interactive Voice Response Banking Feedback 81

Tethr

JULY 21, 2020

Are you ready to reimagine quality assurance? Customers deserve a spot on your QA scorecard, but they’re often forgotten in the QA measurement process. Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Modernizing QA. Customer care teams have been using QA scorecards to measure agent performance for decades.

Coaching 71

Coaching Construction Upselling Scripts 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

Surveys

3CLogic

JULY 21, 2020

As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. In fact, recent studies reveal that approximately 70% of today’s customer service centers have plans to move to the cloud within the next 12-24 months.

contact center solutions 75

contact center solutions Cloud contact Enterprise Contact Center 75

SharpenCX

JULY 21, 2020

Why do you go back to certain brands over and over again? Sometimes, it’s not about product or price. I could easily purchase my dog’s food from a large retailer like Amazon. It’s a common food brand and it may come a few dollars cheaper than a pet store retailer. But I don’t. Instead, I consistently choose to use the service Chewy for my dog’s food and toys.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Totango

JULY 21, 2020

A crisis is a time for Customer Success teams. In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. Through constant, customized communication, reviewed and honed business goals, and a platform that collects data and makes it actionable, your Customer Success team can lead you through this once-in-a-generation challenge.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

NICE inContact

JULY 21, 2020

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital cha

Benchmark 64

Benchmark Surveys Customer Experience Customer Service 64

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

JULY 21, 2020

We’ve all acknowledged that we won’t be returning to “normal” in many aspects of our society, but we’re still figuring out what this adjusted normalcy of the future should look like. Case in point, in a recent podcast discussion, tech journalist Kara Swisher and investor Mark Cuban philosophized about what “America 2.0” could look like on the other side of the global pandemic, knowing that conceptions of “America 2.0” vary.

Customer Support 63

Customer Support Management 63

GetFeedback

JULY 21, 2020

Learn more about how to prioritize features for your product roadmap using these surveys from GetFeedback.

Surveys 78

Surveys 78

Interaction Metrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. Simple requests were rewarded by silence. And if I had an issue or question, rote ‘sorry for the inconvenience’ was often the reply. I figured if this was happening to me, it was happening to other customers too. In the interim years, we’ve vastly improved the quality of customer listening for our clients, but broadly speaking, what’s the state of customer experience in 2020?

Surveys 62

Surveys Feedback B2B Metrics 62

Voiance

JULY 21, 2020

With more than 60 million US residents speaking a language other than English at home, most major health insurers partner with a dedicated language services provider to make sure non-English speaking members receive the support they need and deserve.

62

62

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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

Nuance

JULY 21, 2020

Healthcare systems need technology to help address burnout, capture appropriate reimbursement, and support telehealth efforts. Accordingly, developers large and small are clamoring to capture a share of a healthcare IT market expected to top $390 billion by 2024. The field is rife with innovation, opportunity, and promises of enabling healthcare organizations to do more with [.

Healthcare 63

Healthcare Marketing Technology 63

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Employee engagement 78

Employee engagement Surveys 78

Jon Arnold

JULY 21, 2020

Around this time each month, our latest Watch This Space podcast gets posted publicly to my website. Newsletter subscribers get access to it earlier, so if that’s not you, now you can listen to it as well. This time around, Chris and I review how the collaboration landscape is changing, triggered in part by the recent update from Slack for Connect. The changes make Slack a more enterprise-friendly solution - with a caveat.

Enterprise 59

Enterprise 59

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Employee engagement 78

Employee engagement Surveys 78

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

inSided

JULY 21, 2020

We all want customers to adopt as much as possible from the product. But how can we actually include the voice of the customer in the product roadmap, to make that happen? And what are the responsibilities of Product versus Customer Success? In this blog we dive into what we see as the current problems that arise when dealing with customer feedback, and make a case for a new and better way: a data driven approach that leads to success for all stakeholders.

Feedback 59

Feedback 59

Fonolo

JULY 21, 2020

Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes. As we went into lockdown, pretty much every call center in the country was suddenly flooded with calls; there were no survivors.

Wait times 75

Wait times Interactive Voice Response Banking Feedback 75

LiveVox

JULY 21, 2020

SMS Goes Mainstream in the Contact Center: A New Report As omnichannel evolves and changes the way contact centers support their customers, managers and decision-makers are increasingly challenged to one-up themselves and transform the service experience to meet always-changing preferences. So what does the ideal omnichannel customer experience look like these days?

Contact Center 55

Contact Center Customer Experience Management 55

Call Journey

JULY 21, 2020

Call Journey, the leading pioneer in Conversation Analytics, recently attended the virtual G-Summit ANZ 2020, the largest Customer Experience event in ANZ by Genesys. Spearheading one of the sessions in this jam-packed two-day event was Call Journey CEO Paul Humphrey. In his talk entitled, “ Utilising Artificial Intelligence to Drive Significantly Heightened Business Performance in the New Business (UN)-Usual”, he discussed how organisations are fast-adopting AI/NLP-based conversation analytics

contact center solutions 52

contact center solutions Analytics Enterprise Contact Center 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

Anexa BPO

JULY 21, 2020

Business Process Outsourcing in 2020. As we enter the second half of 2020, outsourcing is continuing to attract attention from all kinds of industries – no longer is BPO used only by manufacturing companies. Countless businesses all around the world are now using BPO in their daily operations – especially telemarketing. Did you know that the global BPO services market grew at a compound annual rate of 3.2% between 2014 and 2018, reaching total revenues of $252.8bn in 2018?

Telemarketing 52

Telemarketing outsourcing Business Process Outsourcing Marketing 52

C Space

JULY 21, 2020

The Brand Move Roundup – July 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Transportation 52

Transportation Sales Benchmark Government 52

Anexa BPO

JULY 21, 2020

Excellent customer service is one of the most important factors when considering a company, with continued loyalty relying on this even more – so it’s no wonder companies place such high importance on this area of their business. Consumers are the foundation of all businesses, and improving the customer experience is a fantastic way to turn one-time customers into faithful ambassadors of your brand.

Call Center 52

Call Center outsourcing Telemarketing Marketing 52