Call Center Pros
DECEMBER 10, 2018
If you’ve ever been involved with sales, then you know that it’s not easy. Whether it’s selling shoes at a store or selling a new cloud system by phone, making that sale depends on many attributes, as knowledge and enthusiasm of the salesperson. To be honest, not everybody has those characteristics! Don’t you think? There is a saying that salesmen are born, not taught.
NICE inContact
DECEMBER 10, 2018
There are many reasons why starting a call center makes good business sense. But whatever the reason, taking that first step can seem like stepping into the unknown. To ease into your search, here are five things to consider when starting a new call center. . You don’t need to be a rocket scientist. As you begin your exploration you may encounter unfamiliar terms like “first call resolution” ACD, Erlang calculations, VoIP, PSTN, etc.
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Eckoh
DECEMBER 10, 2018
Does it feel like it's panto season in your contact center every day? If so, then you need to find a fairy tale ending — by taking a seat for 'Snow White and the Seven Personas'.
RapportBoost
DECEMBER 10, 2018
Did you miss this Customer Experience Update Webinar from the end of November? No worries! Here’s the archived version. Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, we hope to inspire amazing, thoughtful conversations today that will create actionable insights for you.
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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.
Beyond Philosophy
DECEMBER 10, 2018
Not too long ago, I had a minor outpatient procedure at a hospital. When I checked my email the next morning, there was a survey from the hospital. “What did you think of your anesthesiologist?”. My first thought was that I didn’t die during the procedure, so he must have done a fine job. I can’t say much more, since I only spoke to the guy for about 30 seconds.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
DECEMBER 10, 2018
The CallMiner Index reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences. And the phone is still the go-to!
CX Global Media
DECEMBER 10, 2018
We all know that frontline supervisors are not successful because they were your best agents. They need to be developed. And forward-thinking organization know this. So, they are not eliminating supervisor training, they are just cancelling supervisor training classes and implementing a more modern approach of blended learning. I got a chance to learn more about the “training class” topic with Master Contact Center Trainer Penny Reynolds on the webinar How Do Your Call Center Supervisors Measure
Myra Golden Media
DECEMBER 10, 2018
Two months ago I switched my company’s wireless carrier from AT&T, a relationship we’d had for nineteen problem-free years, to a low-cost competitor. We made the switch for one reason: To cut costs. Seventy-two hours into the new vendor’s relationship, I knew we had a problem. Clients were all the time saying, “You’re breaking up,” or “I didn’t catch that.” The LTE service was laughable.
Avoxi
DECEMBER 10, 2018
A Special Hello to Our Loyal Customers Thanks once again for your continued business and your encouragement to do more and go further. Much has been happening at AVOXI this last quarter of the year. We continued to add countries, and to add cities, to our long list of Global Virtual Numbers – allowing you… The post CEO’s Message – 2018 Fourth Quarter Update appeared first on AVOXI.
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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
Customer Experience Matters
DECEMBER 10, 2018
If you’ve followed our research, then you’ve likely seen a strong, almost inseparable link between between customer experience (CX) and competency employee (EX). We continued to find that connection in our latest consumer benchmark. In our Q3 2018 study, we asked 5,000+ U.S. employees to pick a word that best describes how their job makes them feel and split those responses based on how they judged the overall CX that their company delivers.
DMG Consulting
DECEMBER 10, 2018
Question: We’re implementing a balanced scorecard to measure agent and contact center performance. What categories should we evaluate? Answer: There are hundreds of key performance indicators (KPIs) available in most contact centers, as each operating system – automatic call distributor (ACD), dialer, interactive voice response (IVR), recording, workforce management, customer relationship management (CRM) and more – produce dashboards and reports.
TELUS International
DECEMBER 10, 2018
Uncover new social media insights, based on a survey commissioned by TELUS International and conducted online by The Harris Poll.
DMG Consulting
DECEMBER 10, 2018
Cloud-Based ACDs and Dialers Come of Age. Cloud-based contact center infrastructure (CBCCI) vendors have spent most of the last 20 years playing functional catch-up to the leading on-premise vendors. But this is no longer the case. DMG just completed our annual research on the CBCCI sector (see the Abstract for our most recent report on this IT segment), and we are impressed and excited about the enhancements and changes to these solutions.
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.
Answer Dash
DECEMBER 10, 2018
(This article is republished by the kind consent of The Costa Rica News ) Having an online business is not everything unless you are improving your user’s experience when they visit your website. Whether it is redirecting them from a certain link or creating web pages that are easy to find, you’ll have an easy time creating emotional connections with users.
Influitive
DECEMBER 10, 2018
Not hitting your product adoption targets? It could be that you haven’t achieved product-market fit—something that “80% of companies never achieve.” In my experience, most companies rely on time-consuming outreach to validate their products and gather customer feedback. Or, they send out impersonal email surveys that don’t motivate customers to respond.
Nexmo
DECEMBER 10, 2018
Even amid the rapidly growing use of SMS messaging, sometimes voice broadcasting can be the best option — maybe the only option — for communicating with certain customers. Most preschool children, for example, can’t read on their own, so if they want to contact Santa Claus before Christmas, they aren’t yet able to write a […]. The post How Voice Broadcasting Is Santa’s Helper This Holiday Season appeared first on Nexmo.
Integrity Solutions
DECEMBER 10, 2018
Our research has shown that there are five factors that affect whether or not someone achieves their sales goals. New Year’s resolutions. They’re a January ritual that is almost always followed by the February ritual of abandoning them. Statistics show that each year, just 8% of people will be successful in keeping their resolutions. Another 24% have never succeeded and fail on their resolutions every year.
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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.
GetFeedback
DECEMBER 10, 2018
It’s no secret it costs five times more to attract a new customer than to keep an existing one. This.
Outsource Consultants
DECEMBER 10, 2018
All roads lead to the internet. That’s a very sloppy take on the classic proverb, but that doesn’t mean it isn’t relevant in today’s world. A recent article by Jessica Compton dives into the notion of the Internet of Things and its effects on the holiday season. The specific industry of note is pop-up food stores. The internet allows these pop-up stores to track their food deliveries and ensure their food is up to the highest standards according to regulations.
TeleDirect
DECEMBER 10, 2018
Call center surveys are the ultimate insight into your client’s opinions about your products and services. With information from these surveys, companies are better equipped to handle the ever-changing business landscape – and up to date customer feedback is an integral element of a well-rounded customer satisfaction program. But not all businesses outsource this important part of customer service.
Interaction Metrics
DECEMBER 10, 2018
Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. The post How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo appeared first on Interaction Metrics.
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!
VocalCom
DECEMBER 10, 2018
With the holiday season fast approaching, brands are eager to offer customers the best deals possible with the hope of winning their loyalty. From retail to telecommunications to restaurant chains, numerous industries strive to stand out from the competition. But just what does it take for consumers to choose your brand over others? These days, you need to offer them more than just great deals.
NICE inContact
DECEMBER 10, 2018
The biggest challenge facing every contact center is agent churn. Many agents are bored, unengaged, and generally unhappy, and they churn at a rate of 33% across all industries. As a contact center leader, you work extremely hard to mitigate these challenges, but because you are pulled in many different directions, it is tough to keep your best agents.
Interaction Metrics
DECEMBER 10, 2018
Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. The post How to Invite the Most Honest Customer Feedback appeared first on Interaction Metrics.
Alorica
DECEMBER 10, 2018
¡Mejorando Vidas con Alorica (MLBA por sus siglas en inglés – Making Lives Better with Alorica) sigue creciendo en América Latina, iniciando su trabajo en Panamá! MLBA Panamá iniciará con dos capítulos en los centros de llamadas de Alorica: uno su sede de Juan Díaz y el segundo en su sede de Panamá Oeste. MLBA Panamá es una fundación sin fines de lucro que nace de la visión de la empresa Alorica.
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
Interaction Metrics
DECEMBER 10, 2018
Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. The post Need Quality Data?
Branch Mesenger
DECEMBER 10, 2018
The American job market is white hot. If you’re looking for a job, you’ve got a pretty decent job of landing it. If you’re looking to hop from your job to a better one, it’s never been a better time to do so. Bottom line: It’s an employees market. Successive industry reports have been illustrating these trends for the past six months. In November, the U.S. economy added 250,000 jobs and the unemployment rate held steady at 3.7 percent.
GetFeedback
DECEMBER 10, 2018
It’s no secret it costs five times more to attract a new customer than to keep an existing one. This.
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