Thu.May 09, 2019

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Top 12 Qualities to Look for in an Outsourced Contact Center Partner

Transparent BPO

Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs. You also want one who looks out for your […] The post Top 12 Qualities to Look for in an Outsourced Contact Center Partner appeared first on Transparent BPO.

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Managing Attrition in a Strong Economy

Contact Center Pipeline

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact center jobs are plentiful, retaining your top talent can become a daunting task. Although paying your agents a competitive rate is essential to retaining your top talent, many other factors play […].

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When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.

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An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Enterprise Chat Software: Understanding its Role & Benefits to Boost Your Business

ProProfs Blog

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement? And, are your strategies effective enough to shape their purchasing journey? Consumers today are in command of their product purchasing journey.

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The Intuitive Customer by Colin Shaw and Ryan Hamilton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service. About The Intuitive Customer. FROM THE PUBLISHER: Consumers are unreasonable – but they’re not stupid.

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ACE 2019: The Master Program Track

Aspect

I hope you’re planning on joining us at ACE this summer. Based on your feedback, we’ve been fine-tuning our breakout session tracks. New for this year is the Master Program track , which is now part of our improved certification program. The Aspect team has collaborated with partners and clients, from all levels, to create a curriculum that best matches your education needs.

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The Holistic Customer Journey Framework: Thinking Beyond Products & Brands

Relay Blog

In the digital age, customer experience is everything. However, it’s also more difficult than ever. The post The Holistic Customer Journey Framework: Thinking Beyond Products & Brands appeared first on Relay.

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How a Small Business Owner Kicked Self-Doubt

Toister Performance Solutions

One of my favorite things is hearing from customer service leaders and small business owners who candidly share the challenges they face. One recent email that caught my attention was from Aaron Pallesen, owner of Hive Martial Arts in Minneapolis, Minnesota. Aaron Pallesen, owner of Hive Martial Arts. He explained that he was trying to use service to differentiate his business from other martial arts studios.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How To Learn From Customer Feedback in 3 Steps

Nicereply

Customer feedback is the number one way your team can improve your product or service. The toughest part is building or buying a tool to ask for and measure customer satisfaction — but you can’t stop there. It’s also important to put processes in place so that you can learn from what your customers are telling you. Especially since feedback can come through many channels: email, NPS surveys, CSAT surveys, reviews, and more.

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New and Improved: GetFeedback Actions

GetFeedback

Surface time-sensitive customer feedback and take immediate action to enhance the customer experience. It’s often said that “talk is cheap but actions are priceless.” In this case, collecting customer feedback is easy but taking action is where the real substance lies. By now we know customer feedback is critical for good business. It identifies strengths and blind spots so you can better understand the holistic customer experience.

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Why You Need to Understand the Voice of the Customer

Customercount

It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer. Continue reading → The post Why You Need to Understand the Voice of the Customer appeared first on CustomerCount.

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Fivestars Pay: a new way to turn payments into automated growth for your business

FiveStars

Today we’re proud to launch Fivestars Pay—a payment processing service that integrates Fivestars with point of sale systems and makes the program easy, automatic, and three times more powerful. By combining payments, loyalty, and marketing automation, Fivestars is helping local businesses drive customer loyalty at rates that significantly exceed those of big chains.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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New and Improved: GetFeedback Actions

GetFeedback

With GetFeedback Actions, companies can surface time-sensitive feedback and prompt quick action from internal teams to enhance the customer experience.

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Here’s What’s New from April 2019 | Kommunicate Product Updates

kommunicate

We pour a lot of passion and creativity into making our product better each and every day. The April version of the product release includes the Latest version of IOS and Android SDK’S, Bug fixes, Improved UX and feature releases. If you have missed previous versions of product updates, head here. Dashboard, Chat widget and [.]. The post Here’s What’s New from April 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.

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The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan

NICE inContact

Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center.

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Bright Pattern Makes The Connection: Transitioning from Legacy Technology to the Cloud

Bright Pattern

The Connection—a large-scale BPO and customer care provider—has been in the CX space for over 36 years and its client list includes everything from Fortune 500 companies to small businesses and everything in between. The company provides a wide range of CX services and primarily focuses on call center outsourcing. The Connection has deep-seeded roots along with a large footprint in the CX space, but it hasn’t lost its entrepreneurial spirit.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Upgrade from Freemium to Premium with Tech Touch

Education Services Group

Everyone loves free stuff — like free samples of fancy cheese at the grocery store. But there’s a reason the store hands out free samples, and it’s not out of the goodness of their heart. They want you to spend money on a whole block of the fancy cheese. Freemium SaaS models — where the lowest service tier is free and additional features come with a monthly or yearly cost — dominate the software landscape.

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Using Active Listening on the Phone To Improve Sales

ChaseData

How Active Listening on the Phone is One of the Best Practices for Cross-Selling and Upselling. Any call center agent who has been in the business for more than a few days knows that cross-selling and upselling are important parts of increasing sales and improving business when your center is focused on these kinds of metrics. These procedures have been in place since the earliest days of sales, with representatives trained to offer additional goods and services for any customer purchase made.

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Working together to improve customer relationships

TRUSTID

Managing your customer relationships is a company-wide effort. It involves multiple departments within an organization, including sales, customers service and IT, to name a few. While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships.

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Marlette Funding Opens New Customer Experience Center of Excellence to Service Best Egg Personal Loans

Alorica

SAN ANTONIO (May 9, 2019) – Marlette Funding, LLC, developer and operator of the consumer-lending online platform for Best Egg personal loans, held a ribbon-cutting ceremony for the company’s new Customer Experience Center of Excellence, located at Alorica’s Woodway site. The Center of Excellence will provide a greater customer service experience for those who use the Best Egg platform.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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The value of a good phone conversation

TRUSTID

We talk a lot about the importance of customer satisfaction, and how it directly impacts our business success and annual profits. While there are various tools and emerging technology that can help improve the customer experience, the one thing you have complete control of in the contact center is how you talk to your customers. The recent article, “Why Conversations Are Key To Successfully Managing A Contact Center,” discusses the components that make happy customers, one of which is keeping yo

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Newsletter Time Again - May Issue

Jon Arnold

By now, my subscribers will have the current newsletter in their email, and if you’ve had a chance to check it out, I’d love to hear your thoughts. For everyone else, I welcome you subscribe to get some things you just won’t get anywhere else - our latest podcast, some interesting photos, and perspectives on what I’m seeing and doing in the collaboration space.

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Essential Topics for Your Customer Service Team’s Learning Library

Playvox

A Learning Management System (LMS) is a must for call center and customer-service managers looking to improve their teams’ performance , but what topics should your learning materials actually cover? It’s not an easy question to answer, and there’s no one-size-fits-all solution. But while working processes and values differ from one call center or customer service department to the next, certain subjects remain essential for every learning system.

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Network Insights: Velocity (Part 1 of 3)

Whitepages Pro

Last week, we released a new feature in Pro Insight, our manual review solution , called network insights. Network insights provides users valuable signals that are a layer deeper than traditional linkages or match statuses. Network insights are derived from our proprietary Identity Network of historical transactions and feedback (outcome) data from our global risk conglomerate of thousands of customers.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Ensuring Healthcare Data Security with Business Process Outsourcing

Working Solutions

In an era of widespread data breaches, it’s never been more essential to keep the data of your clients and customers safe and secure, no matter what your industry. And for businesses operating in—or adjacent to—healthcare, data security is not only important, it’s legally required. So important is healthcare data security that the U.S. government […].

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Network Insights: Velocity (Part 1 of 3)

Whitepages Pro

Last week, we released a new feature in Pro Insight, our manual review solution , called network insights. Network insights provides users valuable signals that are a layer deeper than traditional linkages or match statuses. Network insights are derived from our proprietary Identity Network of historical transactions and feedback (outcome) data from our global risk conglomerate of thousands of customers.

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At the end of the day… everyone walks a different path

Nuance

My youngest daughter is graduating from the University of North Carolina (UNC), Chapel Hill this weekend. I am very proud of the fact that she’s been a great student, graduating as a business major from Kenan-Flager business school, as well as a political science double major. She will graduate as a Buckley Public Service Scholar […] The post At the end of the day… everyone walks a different path appeared first on What’s next.