Steve DiGioia
FEBRUARY 3, 2020
Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958.
Ansafone
FEBRUARY 3, 2020
As our world becomes more and more multi-cultural, it is no wonder that speaking multiple languages becomes the common ground. More than 21 percent of Americans speak a language other than English according to the Census Bureau. Bilingual services can increase satisfaction while expanding business growth in ways that can accelerate business exponentially.
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Topdown
FEBRUARY 3, 2020
There's a good chance that you customers are frustrated with your customer service channels. Don’t panic. Here’s what you need to know—and do—about it.
Beyond Philosophy
FEBRUARY 3, 2020
Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.
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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
FEBRUARY 3, 2020
Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations. This results not only in high costs for recruiting and training new agents – $7,500 per employee – but also the loss of knowledge when experienced staff leave.
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Tethr
FEBRUARY 3, 2020
The quality of service your organization delivers depends on the skills of your employees. But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity.
Pipkins
FEBRUARY 3, 2020
Businesses that depend on call centers have developed methods for handling snow, school closings, hurricanes, floods, and the like. Often weather makes it difficult for workers to fill the seats of the call centers. Some folks simply do not like to operate a vehicle in bad weather, some folks (particularly mothers) are tasked with children home due to school closings, and still others may be in emergency mode trying to manage the results of the weather — electricity goes out, basement ge
Spearline
FEBRUARY 3, 2020
We have a number of key developments happening in 2020 that we’re excited to share with you: Spearline SIP Route Tester. Spearline SMS Verifier. Spearline executive reports. Spearline Platform redesign. 'Patrick' AI Connection. Please read below to find out more. BE IN CONTROL. Spearline SIP Route Tester. From February 2020, Spearline customers will have the power to add new, and edit existing SIP trunks and carrier / prefix details directly from the numbers module on the Spearline
CSM Magazine
FEBRUARY 3, 2020
Customers today are more demanding of brands, products and services than ever before. They are smarter, more aware of the power they hold and have higher expectations than ever before. To remain profitable, businesses have no choice but to keep up. And this goes way beyond developing excellent products and services. Consumers now expect flawless customer service, as well.
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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
Alorica
FEBRUARY 3, 2020
Experts recommend numerous ways to retain top talent. While some focus on improving employee engagement, others focus on benefits and compensation. In this article, we see an example of a company using corporate social responsibility (CSR) to retain employees. The link between CSR and employee retention is well-documented. Researchers from Fu Jen Catholic University found that CSR efforts go a.
NICE inContact
FEBRUARY 3, 2020
Now more than ever, personalised customer experiences are key to success. Personalised, multichannel service is no longer a perk; it’s what customers expect. However, you may not realise that personalisation is central to the success of your contact centre agents too.
Totango
FEBRUARY 3, 2020
Though it’s winter and it’s cold but with a lot of sun, it feels great. This weather made me change my travel plans and actually today we will be heading to a ski resort in beautiful Jasper, BC. . So, I am happy to launch today Totango’s Winter ‘20 release, Jasper. This release will have a lot of exciting content and I invite all of you to join me for the Product Webinar on Tuesday, February 11, 2020 at 1pm EST / 10am PST.
bold360 Blog
FEBRUARY 3, 2020
Subscribe via iTunes , Spotify and more. Twenty years of Google and Wikipedia, but the information is still not at our fingertips. What if we could automate the collection of information using both AI and humans? And what if we could do it by indexing and creating a better entity map? On this episode, I interview Jude Gomil , Founder and CEO of Golden , the world’s first self-constructing knowledge database built by artificial and human intelligence.
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.
Nuance
FEBRUARY 3, 2020
This article was first published on February 3, 2020, by Health Data Management. Reposted with permission. Over the last decade, rural and critical access hospitals have been closing their doors at an alarming rate. Approximately 100 rural hospitals are no longer open for business—putting thousands of people out of work and many more at risk from a […] The post Rural hospitals are struggling to stay in business.
LiveVox
FEBRUARY 3, 2020
A New Role for the Financial Services Contact Center What is at the core of great customer experiences? Friendliness, convenience, and reliability are all things that may come to mind. From a delivery standpoint, how can a contact center attain each of those things? To start, you need to look at your customer data, because. The post A New Role for the Financial Services Contact Center appeared first on Livevox.
ClientSuccess
FEBRUARY 3, 2020
SILICON SLOPES, UTAH – February 3, 2020. Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. JD will spearhead Product Management and User Experience Design, and will be a member of the ClientSuccess Executive leadership team. As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Mov
Nuance
FEBRUARY 3, 2020
This article was first published on February 3, 2020, by Health Data Management. Reposted with permission. Over the last decade, rural and critical access hospitals have been closing their doors at an alarming rate. Approximately 100 rural hospitals are no longer open for business—putting thousands of people out of work and many more at risk from a [.
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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.
ClientSuccess
FEBRUARY 3, 2020
SILICON SLOPES, UTAH – February 3, 2020. Today, ClientSuccess announced JD Nyland as the Senior Vice President of Product to help drive the company’s strategic growth and deliver customer success solutions at scale. JD will spearhead Product Management and User Experience Design, and will be a member of the ClientSuccess Executive leadership team. As SVP of Product, JD comes to ClientSuccess with a proven track record of building award-winning SaaS solutions at Adobe, Omniture, InMoment, and Mov
Customercount
FEBRUARY 3, 2020
Employing simple technological approaches like the one prescribed above allows you to advance your back-of-the-house operations fully into the 21st century without investing a large amount of time or money. Continue reading → The post The future is here with Onsite Service Request appeared first on CustomerCount.
ChaseData
FEBRUARY 3, 2020
For outbound contact centers , obtaining more sales is a constant struggle. Even if you have a consistent flow of leads coming in, transforming those leads into actual sales can be difficult. It isn’t impossible, though - you just need to give your approach a facelift to ensure your agents are always putting your business’s best face forward!
NobelBiz
FEBRUARY 3, 2020
This is First Contact: Stories of the Call Center. Hear Christian Montes chat with Steve Bederman, President of NobelBiz, in our first episode! They go from childhood to early career, passions and current business goals within the call center industry. The post VIDEO: Steve Bederman on His First Job appeared first on NobelBiz®.
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!
kommunicate
FEBRUARY 3, 2020
In our previous articles, we have shown the steps to install live chat on different types of websites like HTML, WordPress, Squarespace, Wix, Shopify. In this post, we will show you the steps to install live chat using Google Tag Manager. First, you need to choose the live chat plugin which you want to add [.]. The post How to Install Live Chat Using a Google Tag Manager appeared first on Kommunicate Blog.
NobelBiz
FEBRUARY 3, 2020
This is First Contact: Stories of the Call Center. Hear Christian Montes chat with Steve Bederman, President of NobelBiz, in our first episode! They go from childhood to early career, passions and current business goals within the call center industry. The post VIDEO: Steve Bederman on Perseverance appeared first on NobelBiz®.
Alorica
FEBRUARY 3, 2020
Experts recommend numerous ways to retain top talent. While some focus on improving employee engagement, others focus on benefits and compensation. In this article, we see an example of a company using corporate social responsibility (CSR) to retain employees. The link between CSR and employee retention is well-documented. Researchers from Fu Jen Catholic University found that CSR efforts go a.
Robert Davis
FEBRUARY 3, 2020
A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Bob Davis , Founder and CEO, Robert C. Davis and Associates. The purpose of huddles is to motivate, inspire, train and focus a contact center team to accomplish goals for the organization. The agents should leave the huddle thinking and feeling: • Inspired and motivated to break limits. • More focused to achieve goals. • Charged up and ready to go. • Accountable for results. • That they are valuable contributors to the team. • Clear on th
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
Alorica
FEBRUARY 3, 2020
Experts recommend numerous ways to retain top talent. While some focus on improving employee engagement, others focus on benefits and compensation. In this article, we see an example of a company using corporate social responsibility (CSR) to retain employees. The link between CSR and employee retention is well-documented. Researchers from Fu Jen Catholic University found that CSR efforts go a.
Robert Davis
FEBRUARY 3, 2020
A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Developing a robust and repeatable agenda is key to delivering a world-class huddle. At Robert C. Davis and Associates, we use a seven-step agenda with the focus being placed on skill training. Skill training comprises seven minutes of a 15-minute huddle.
Jon Arnold
FEBRUARY 3, 2020
Another month, and another round of new writing on the usual mix of topics. I was busier last month with podcasts and client work, and should have richer update on the writing front for this month. Project Voice - the Future is in Chattanooga , BCStrategies, Jan. 30 Speech Tech 2020 - More About Innovation than Disruption , No Jitter, Jan. 28 How Does AI for Meetings Improve Collaboration?
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