Call Center Weekly

NOVEMBER 29, 2018

The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are. This is especially important when dealing with agents and customer service representatives who have access to vast amounts of sensitive data. This trusted access to cardholder data, personal details or medical records helps ensure the best customer experience but it also makes the call center a prime target for

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Transparent BPO

NOVEMBER 29, 2018

Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well. And in an industry where relatively low conversion rates may be considered a “good day,” the words used in a message (the call script or call guide) can make the difference between a closed […] The post 4 Critical Factors to Outbound Lead Generation Success, Part 2: Messaging appeared first on Transparent BPO.

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Toister Performance Solutions

NOVEMBER 29, 2018

Do you have employees who work from home or in a remote office? This arrangement is increasingly common in customer service. There are many benefits for employees and employers alike, such as eliminated commute times, lower office expenses, and greater flexibility. There's also a big challenge—keeping remote employees engaged. By engaged, I mean they understand what makes the business or team successful, and they're committed to helping achieve it.

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Beyond Philosophy

NOVEMBER 29, 2018

I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also.

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Contact Center Pipeline

NOVEMBER 29, 2018

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch up on the topics that are trending and some that are always relevant for running a high-performing contact center. The following […].

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Customer Experience Matters

NOVEMBER 29, 2018

What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […].

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Fonolo

NOVEMBER 29, 2018

It’s a bird! It’s a plane! No, it’s the top contact center trends to watch for in 2019. And we’ve got you covered. So many storylines, so little time. And as in any classic comic book, the storylines are familiar and sometimes predictable, but we foresee them taking captivating turns in the new year. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them.

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Guru

NOVEMBER 29, 2018

InVision is a digital product design platform that powers exceptional user experiences. As sales enablement manager at InVision, Mike Garber provides the sales team – which is completely remote – with the knowledge and training they need to communicate effectively in market. We sat down with Mike to talk about sales enablement as a practice, and how to train teams to have better conversations with prospects.

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TELUS International

NOVEMBER 29, 2018

What's next for social media customer care? Experts from Alaska Airlines and Home Depot share their predictions.

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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

OrecX

NOVEMBER 29, 2018

Not all call recording systems are created equal. How can you separate the real vendors from the mere pretenders when purchasing or upgrading a call recording or quality monitoring solution? You need to know what questions to ask. Here are 10 top questions to consider: Is the product mainly a small business solution or really intended for large enterprise?

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CallSource Insights

NOVEMBER 29, 2018

Negative online reviews can have a negative impact on your practice – unless you know how to properly handle them. You’ve been working on your online reputation for your office. You read about why an online review presence is important , and started improving it. You are: Asking for reviews. Increasing your star rating. Acquiring additional patients from your online presence.

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UJET

NOVEMBER 29, 2018

You have your FAQs written, your chat platform up and running, and your customer service team trained and ready to go.

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Topdown

NOVEMBER 29, 2018

For the past few years, we here at Topdown have been focusing on ways to improve your organization’s customer experience (CX). We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes. To help you get started down this path, we created a special-edition eBook as a thought-starter to create strategies for identifying key business indicator (KPI) metrics that he

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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

Alorica

NOVEMBER 29, 2018

Mabel Rodriguez knows no boundaries. She loves Alorica and the many relationships she has established over her 27-year tenure, and she continues to find new ways to contribute, both in her daily role as a Senior VP of Operations and as an MLBA Chapter board member. She encourages others to do the same no matter their current positions. Because multiple areas of expertise are readily available in.

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Cincom

NOVEMBER 29, 2018

CPQ software offers several distinct advantages to product development teams wrestling with the evaluation of new product ideas. New products … Continue reading "How to Cut Product Development and Rollout Costs with CPQ". The post How to Cut Product Development and Rollout Costs with CPQ appeared first on Cincom Blog.

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Merchants

NOVEMBER 29, 2018

As companies look to technology to improve their customer experience, CX teams will need to bridge the gap between their goals and real customer-focused change from within. The post Top 3 CX tech trends around the world appeared first on Business Process Outsourcing Services | Merchants.

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Infinity

NOVEMBER 29, 2018

Think back to how you made the decision to buy your latest online purchase? 97% of consumers read online reviews before making any purchases 1. So, we’ll haphazard a guess it was most likely a review of some type. Furthermore, 70% of millennials, the demographic considered pivotal for the growth of the future market, prefer customer reviews, rather than marketing efforts, when making a purchase decision 2.

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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

Ameyo

NOVEMBER 29, 2018

What strategies do you play on while deciding the performance of your Outbound Call Center? If you think that more number of calls equates to more business driven ideology then you are overlooking your potential competitors. How to raise the bar and get in line with the spill of outbound call center software technology? With […]. The post Best Practices You Shouldn’t Miss In An Outbound Call Center appeared first on Ameyo.

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Playvox

NOVEMBER 29, 2018

You’ve chosen to start a quality assurance program in your call center. You want to boost your customer service, enhance your agents’ performance and establish a stronger workforce right across the board.

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Bright Pattern

NOVEMBER 29, 2018

Customers want effortless, personal customer service across all channels, including digital channels like in-app and social messengers, but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience. Forrester’s 2015–2018 contact center report stated that customer experience is no longer improving despite innovations for vendor technology.

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inmoment

NOVEMBER 29, 2018

Data is the new currency. But without trust, brands can’t cash in on it, and it may actually cost them. Since consumers have more power over their data than ever, it’s up to brands to explicitly state the value they’ll deliver in exchange for it — and then consistently keep their promises. Consumers expect brands to use personal data to create more individualized and relevant experiences, but thanks to a plethora of example of terrible execution, they are growing wary of sharing it.

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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.

Contact Center

Nuance

NOVEMBER 29, 2018

Tap, tappy, tap…this is me drumming at the steering wheel waiting for the car to warm up just a few more degrees so that I may peer through the frost-covered glass and start the weekday commute. Detroit is a city of drivers. Shaped like a pinwheel, branching out like spokes from the center point of […] The post Bringing Deadtime to Life appeared first on What’s next.

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Working Solutions

NOVEMBER 29, 2018

Retailers, how well did you get your arms around this number? About 164 million consumers—about half of the U.S. population—went shopping during the five-day, holiday shopping spree, Thanksgiving through Cyber Monday. That estimate, from the National Retail Federation (NRF), puts shopping up 4.3 to 4.8% over last year, thanks to a strong economy. Increased sales […].

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Rant And Rave

NOVEMBER 29, 2018

Ah, the joys of travelling home for Christmas. Bags loaded up with gifts. The warm glow of twinkling lights in the distance. The merry camaraderie and spontaneous carol-singing on the train….

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Ameyo

NOVEMBER 29, 2018

What strategies do you play on while deciding the performance of your Outbound Call Center? If you think that more number of calls equates to more business driven ideology then you are overlooking your potential competitors. How to raise the bar and get in line with the spill of outbound call center software technology? With […]. The post Best Practices You Shouldn’t Miss In An Outbound Call Center appeared first on Ameyo.

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Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

Customer Experience

Eckoh

NOVEMBER 29, 2018

Fancy increasing sales, CSAT and productivity? In just six minutes our podcast will tell you how.

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Sales 40

CrazyCall

NOVEMBER 29, 2018

Christmas is coming and there are not so many days left until we are all going to cherish some spare time and the New Year’s Eve. Lack of work is not the only advantage of that time. The other is gifts! Who doesn’t like when a relative or a colleague gives us the thing we’ve been dreaming about all year long. I remember that moment when my parents bought me my all-time dream – Ferrari F458 Italia.

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Pointillist

NOVEMBER 29, 2018

By Swati Sahai. The Net Promoter Score® is a widely used metric for measuring customer experience that has gained in popularity in recent years. But it has also come under criticism, as it provides limited information on how to improve customer experience or even the factors that influence it. Customer journey analytics can solve this mystery by calculating and analyzing NPS within the context of millions of unique customer journeys to reveal the customer behaviors that most impact your Net Prom

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