Contact Center Pipeline
OCTOBER 27, 2020
The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together to mitigate an unprecedented public health crisis, ensuring human health and safety amid tremendous economic uncertainty. As more businesses embraced social distancing, it led to a digital migration on a massive […].
Fonolo
OCTOBER 27, 2020
As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. We were surprised at the similarities between each of their responses. The pandemic has forced a rapid change in an industry that has been long dragging its feet. Here’s how COVID-19 impacted contact centers — and the CX industry as a whole — as told by the experts: Read the Full Report, FREE: Download The State of the Contact Center in 2
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TELUS International
OCTOBER 27, 2020
Consistent and meaningful onboarding and training opportunities are crucial for employee engagement. Learn how to successfully adapt your programs to today's remote workforce.
Edify
OCTOBER 27, 2020
The mantra ‘happy employees equal happy customers’ has never been more true than right now. That means it’s critical to put extra emphasis and focus on the employee experience now, given what everyone is going through this year. Many workers are still stuck at home in an “office” that was never properly set up, because -- let’s be honest -- they never anticipated they would be working from home long-term.
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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.
kommunicate
OCTOBER 27, 2020
IBM Watson Chatbot is a conversational AI platform that helps you answer customer’s queries with fast and accurate answers. It is built over the powerful AI engine of IBM Watson, which powers complicated conversational AI problems at leading companies such as KPMG, Crédit Mutuel and KONE. Watson has been one of the go-to platforms for [.]. The post How to Add IBM Watson Chatbot to Your Website appeared first on Kommunicate Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JustCall
OCTOBER 27, 2020
Your professional voicemail greeting is a game-changer when it comes to engaging customers. It is difficult to generate leads. This is why you can't afford to lose them. Your voicemail plays an important role in prioritizing inbound leads. Especially so, during the out-of-office hours and when none of the agents are available to answer. Here's an interesting fact: only 20% of callers reaching the voicemail box leave a message?
NICE inContact
OCTOBER 27, 2020
What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. And that makes total sense, because you want to be where your customers are, on every channel.
SharpenCX
OCTOBER 27, 2020
This year, housebound ghouls may be faced with another tradition lost as a casualty of Covid-19. The forfeiture of familiar spooky fun and crazed sugar highs will lead to customer interactions bedeviled with strong emotions. . And, if that weren’t scary enough, we’re less than a week away from one of the most significant elections our country has ever seen.
Talkdesk
OCTOBER 27, 2020
Health insurance plans and payers are often under additional stress during the open enrollment period. It’s among the most critical times of the year, when healthcare call centers are flooded with consumers inquiring about plan options or needing additional assistance. One way many healthcare organizations manage this greater call volume is to significantly increase their temporary agent workforce during and immediately after open enrollment.
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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
ConvergeOne
OCTOBER 27, 2020
Our research results reinforce key technology trends that continue to impact the future of the contact center and the overall experience it can provide to its customers and employees. These trends have transitioned from nice-to-have to essential. To adapt and outpace the competition, financial institution contact centers will need to adopt the following technology trends to offer best-in-class service to both their customers and employees.
NICE inContact
OCTOBER 27, 2020
There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.
Provide Support
OCTOBER 27, 2020
The post 10 Shopify Apps for Better Customer Experience appeared first on Provide Support Blog.
LiveVox
OCTOBER 27, 2020
Industry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers? The Survey In August 2020 LiveVox surveyed contact center professionals across a wide range of functions and industries. Our questions focus on finding out the following: What are the top strategic priorities in today’s contact centers? What role will reporting and analytics […].
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.
ChurnZero
OCTOBER 27, 2020
This is a guest blog post by Kristen Brehmer from TaskRay. 2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . The best way to ensure that your customers feel valued is to help them get up and running quickly and make sure that each step of their journey from the Sales process to customer onboarding and on to Customer
Nicereply
OCTOBER 27, 2020
Read what your customers write, and take the time to get to know their history. Lousy customer service is scary. Not only is it frightening to be in the position of a customer service team member dealing with a customer complaint, but it’s terrifying to think about the fiscal impact of a bad experience. Companies in the US lose more than $62 billion annually due to the effects of poor customer experience.
PanTerra
OCTOBER 27, 2020
The passing of HIPAA and the HITECH Omnibus acts in the US has ushered in new stringent requirements for any company handling Patient Health Information (PHI). This includes cloud service providers that store or support the transmission of PHI data. Many cloud providers, such as hosted VoIP providers, are not equipped or capable of supporting these new requirements.
Education Services Group
OCTOBER 27, 2020
TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum.
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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
OCTOBER 27, 2020
Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility and engagement demands of the modern contact centre in the new era of work and customer experience.
Strikedeck
OCTOBER 27, 2020
Vincent Manlapaz, in an interview with Jackie Golden, shares her thoughts on how companies should plan the future while managing current business challenges and its subsequent impact on experience and customer success.
Quiq
OCTOBER 27, 2020
Share This Story While using SMS messaging to communicate with customers can be an effective business strategy, its success is dependent on the business’s knowledge and skills. Digital customer support is complex, so it’s important to develop a strong communication plan that will keep every consumer coming back. Knowing how to write an effective customer service text message is the key to succeeding in today’s competitive market.
Maru Group
OCTOBER 27, 2020
We’re pleased to share with you the first in the 2020 series of Reinventing the Holidays, a miniseries of Matchbox On Demand audiocasts produced by Erica Ruyle, SVP of Qualitative Insights at Maru/Matchbox. This project centers on a central question of this quarter, for consumers and brands alike: what does the 2020 holiday season hold? With so many risks, and so many parts of our lives transformed by COVID-19, how can we still make this time of year special?
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!
Guru
OCTOBER 27, 2020
Talk about a rollercoaster of emotions ! We hope you are having a better day than this mom. Hug your cats for us!
Zappix
OCTOBER 27, 2020
Zappix, the leading Visual IVR and self-service customer service provider, and Fonative, the compliant communications company, have teamed up to provide more new services that contact.
inSided
OCTOBER 27, 2020
Who doesn’t love a game and a bit of a competition? Especially if there are prizes to be won!
SmartKarrot
OCTOBER 27, 2020
At the core of any customer success role is the need to ensure customers who have trusted a solution reach their desired goals or outcomes. However, customer success leaders more often find themselves handling service challenges and putting out fires rather than being able to proactively add value. We believe that customer success teams and leaders will be more successful only if they can get alerted to most issues through early-warning.
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
ShepHyken
OCTOBER 27, 2020
Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service. Top Takeaways: Prioritize your company culture above anything else. When customers purchase from you, they’re really buying into your culture.
SmartKarrot
OCTOBER 27, 2020
Role: Director, Customer Success Location: Colorado Springs, Colorado, US Organization: Pushpay As a Director of Customer Success, you will own the overall success of Customer Success Manager and Account Manager metrics, systems, and processes, while identifying and implementing key enhancements to systems and processes for improvement. Lead project management and facilitate regular meetings to define and drive progress towards desired goals and KPIs.
Nexmo
OCTOBER 27, 2020
Machine Learning models enable us to do all sorts of neat things. For example, real-time speech translation. In this tutorial, we will learn how to translate a call received on a Vonage Number. We’ll then translate the caller’s speech and send all of the translated text to our frontend. Using a.NET Core hosted Blazor WebAssembly App, and SignalR will make this process incredibly seamless.
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