Mon.Nov 11, 2019

Launching a Call Center - How Hiring Veterans Can Benefit Business

ChaseData

When you’re launching a call center, you want the best possible team to serve customers and make contact with clients. Regardless of what type of work your facility does, your staff is a vital part of making it happen.

Why First Call Resolution is the Most Important Call Center Metric

Pointillist

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight.

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How to Ace Your DIY Customer Satisfaction Survey

Interaction Metrics

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through.

5 Top Customer Service Articles for the Week of November 11, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Recruit and Retain Contact Center Talent

Pam Plyler

Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips

More Trending

Customer Experience Guide: How to Put your Customers First? | Paldesk

Nikolina Maskaric

Smart Home Support – 4 Key Technologies to Simplify Service

TechSee

Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

8 Things People Hate Most About Your Customer Care

Prashanth Kancherla

Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy

Taylor Reach Group

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How to Manage Your Geographically Dispersed Customer Service

Neha

As a business, chances are that you have a cross-platform presence, can be accessed across a plethora of gadgets, and your customer base is geographically dispersed. Your infrastructural reality is probably challenging too.

Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible.

MindTouch Wins Best Customer Experience and Support from KMWorld

Mindtouch

Happy customers, happy MindTouch. That’s why we’re so honored to be named the KMWorld 2019 Readers’ Choice Award winner for “Best Customer Experience and Support,” having edged out Salesforce and Nuance Communications.

What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Retain Top Hourly Employees with Financial Inclusion in the Workplace

Branch Mesenger

Employees often seek employers who can help them get ahead, and hourly employees are no different. Providing inclusive financial services in your business could be the first step in improving employee retention and performance.

How we helped a client exceed a monthly sales goal by $200,000+

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Whether you take 500 or 5,000 calls per day in your contact center, each and every interaction should be considered an opportunity to sell. Of course, prospects calling into your sales queue are sales calls.

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The Way Forward: An eye on future healthcare technologies

Nuance

This article was first published on November 1, 2019, by Health Data Management. Reposted with permission. Throughout this series, I wrote how critical access and rural hospitals face the same day-to-day struggles that larger healthcare organizations do.

Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too?

DMG Consulting

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). Voice biometrics and IVAs are complementary solutions that deliver enhanced and additional benefits when used in conjunction with each other.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Performance Management Tips for Cross-Generational Success

NICE inContact

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center ! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.

How customer surveys can affect customer purchase behaviors

Genroe

The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product is substantial. However, customer satisfaction surveys have a little bit of quantum mechanics in them!

How to avoid Black Friday FOMO

Infinity

In 2018, in the U.S alone, Black Friday brought sales of $3.7 billion. This beat expert forecasts by nearly 70%. Of the 165m shoppers, 89m shopped both online and offline. This group alone spent $93 more than a single-channel shopper 1.

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Do your Contact Center Challenges Align with Other Financial Enterprises?

LiveVox

Financial Services Contact Center Leaders Reveal 2019 Challenges These 2019 Survey results from 100 financial services contact center leaders (and 200 contact center leaders in other industries) tell us what your challenges probably are.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Randy Harmat

Ansafone

PRESIDENT & CEO The post Randy Harmat appeared first on Ansafone Contact Centers.

5 Steps to Prevent “Culture by Accident”

Andrew Mcfarland

Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or. Culture Accidental Intentional

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Tim Austrums

Ansafone

VICE PRESIDENT OF SALES AND MARKETING The post Tim Austrums appeared first on Ansafone Contact Centers.

How to Ace Your DIY Customer Satisfaction Survey

Interaction Metrics

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Chris Gronberg

Ansafone

DIRECTOR OF SALES The post Chris Gronberg appeared first on Ansafone Contact Centers.

Biometric security: A triple crown for FIs

Nuance

Biometric solutions can provide significant benefits to FIs (financial institutions), including operational efficiency gains and related budget reductions, CX improvements, and fraud loss reductions.

Carrie Gill

Ansafone

VP OF OPERATIONS AND CLIENT SERVICES The post Carrie Gill appeared first on Ansafone Contact Centers.