ShepHyken
MARCH 11, 2020
Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.
Contact Center Pipeline
MARCH 11, 2020
As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center? Don’t worry about the […].
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Callminer
MARCH 11, 2020
Read this article to learn more about a few relevant regulations call centers must abide by to ensure the information they process remains secure.
ShepHyken
MARCH 11, 2020
Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company. Every company has a personality, and the people they hire must possess the right skills, character and behaviors to fit in. This differs from company to company, so what works for one may not work for another.
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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.
TeleDirect
MARCH 11, 2020
Does your call center rely on improvisation? Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help. Most contact centers, including TeleDirect’s outsourced call services , use some sort of base script content to develop an overall communication theme, or at the very least provide a basic structure to build out custom messaging across your departments (sales, service, etc.).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TeleDirect
MARCH 11, 2020
Every employer appreciates a hard day’s work – and most employees are up to the task. From doctors to engineers to service employees, employees are more than willing to put in the required hours (and at times, overtime hours) to accomplish any job. And all for good reasons…show your employer you can be counted on to deliver in the clutch, and the perks – increased compensation, time off, promotions – are just some of the incentives that drive the employer / employee “scratch my back, and I’ll s
Satrix Solutions
MARCH 11, 2020
Read the latest market analysis for your industry. For better or worse, the landscape is likely saturated with dozens of competitors – each promising the latest and greatest. While a crowded industry can signal a strong demand for your products and services, it also means competitors are not just vying for the attention of your prospective customers.
Customers That Stick
MARCH 11, 2020
Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or not? Certainly, there are people who are more inclined to the skills that make for successful customer service rep than others and there’s a small percentage of the population that has no business being in any customer-facing role, ever.
FluentStream
MARCH 11, 2020
Your company has finally decided to let you start working remotely. This is it, the day you’ve been waiting for. No more claustrophobic cubicles or tupperware lunches for you! You boot up your laptop, open a new project… and before. Read More.
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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
Eptica
MARCH 11, 2020
Date: Wednesday, Mars 11, 2020 Author: Arnaud Dufournet - Chief Marketing Officer Centre de contact : le canal voix est-il menacé ? Publié le: 11 Mars 2020. Auteur: Arnaud Dufournet - Chief Marketing Officer Avec l’émergence des canaux digitaux, il est devenu possible d’échanger avec des assistants virtuels 24/24h et 7/7j. Pour les clients, ces nouvelles solutions de communication peuvent s’avérer utiles, notamment lorsque les centres de contact sont soumis à des contraintes ho
Tethr
MARCH 11, 2020
Tethr continues to monitor the fast-moving developments regarding the COVID-19 epidemic. We have a Business Continuity Plan in place to reiterate Tethr’s dedication to our customers; uninterrupted, secure and resilient service being part of that commitment. In order to demonstrate transparency, we are openly sharing details on our plans and how we carry them out while supporting the health and wellbeing of our employees.
Eptica
MARCH 11, 2020
Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. Published on: March 11, 2020. Author: Pauline Ashenden - Marketing Manager Last week’s Institute of Customer Service (ICS) Conference provided the perfect opportunity to bring the industry together to share best practice, highlight strengths and look to the future.
Transparent BPO
MARCH 11, 2020
“If you can’t measure it, you can’t improve it.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consult
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.
NICE inContact
MARCH 11, 2020
Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience. But what if I told you that you might be overlooking one of the most effective tools you have for improving CSAT?
Transparent BPO
MARCH 11, 2020
“If you can’t measure it, you can’t improve it.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. And one of the best ways to […].
Provide Support
MARCH 11, 2020
Many companies utilize email as a way of getting insights into the marketing activities’ success. Unlike in-person or telephone interviews, email surveys can reach larger numbers of customers in a shorter period of time. Unfortunately, metrics can’t give you a full picture and tell you everything about the product-market fit, customer satisfaction, and expectations.
REVE Chat Blog
MARCH 11, 2020
Technological advancements have entirely reshaped business communication making it more modernized and streamlined. Live chat reduces friction and is the better & faster way to communicate with customers. The live chat trends and insights show the significant growth of live chat, which is why it is a popular channel for businesses and customers.
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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.
Playvox
MARCH 11, 2020
48% of BPOs report their number one concern as “providing a better customer experience”. This is due in large part to the heightened competition for customer service outsourcing contracts. What’s more, “ 20% of companies in 2019 reported they plan to bring customer care back in-house because it’s becoming a core competency.”.
Quiq
MARCH 11, 2020
Share This Story. First, to set the stage, we know consumers are shopping online more often than ever before — and they’re using mobile phones to do it. As of 2019, it’s estimated that 96 percent of Americans own a cell phone of some kind. While not surprising, for some of us, we remember when the phone was still connected to the wall, so the adoption and growth of cell phones in such a short time is astonishing.
Skybridge
MARCH 11, 2020
Customer retention challenges are growing across every industry. In the subscription business, it has become enormous. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when it comes to customer retention. As I connected the dots, one thing stood out above everything else: if you’re not using your inbound call center to save customers at the point of cancellation, you’re missing a huge opportunity.
City Communications
MARCH 11, 2020
With the recent concerns about the impact of Coronavirus on businesses of all shapes and sizes, we have been getting calls and emails from customers asking what they could do now to prepare. We put together a few things that you can do to help your employees continue to be productive while working at home, and to minimize any impacts to your business or customers while they are working at home.
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!
bold360 Blog
MARCH 11, 2020
The number of customer engagement channels we have access to has exploded in recent years. And whether it’s messaging channels, voice assistance, web chat or SMS, we face the challenge of looking at all these ways of engaging our customers and delivering and delivering a seamless experience across each one? But with all this new technology, too often we fall in the trap of thinking the solution is also technological.
Quiq
MARCH 11, 2020
Share This Story. Are you staying ahead of the real-time news cycle? News, good or bad, real or false, can spread quickly, causing a domino effect of speculation, calls, and questions. Recent developments with the COVID19/coronavirus has flooded state and local government with calls. . This unforeseen spike has been impossible to staff for. Many organizations have implemented messaging to quickly adapt to citizen’s demand for information.
inSided
MARCH 11, 2020
What’s one thing all SaaS companies have in common? You guessed it, they all use a lot of software! Chances are you can’t even count the number of tools your organization uses off the top of your head. We all have those tools that we could do without, or that are only really useful when they are used in conjunction with others. Then there are the software tools that, when integrated, really provide next-level value for your organization, and your customers.
ChurnZero
MARCH 11, 2020
Churn Reasons: You’re Not Digging Deep Enough. This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model.
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
ChaseData
MARCH 11, 2020
Today’s most successful companies focus a lot on brand experience. This is a combination of user experience with brand-specific products and services, as well as the delivery on the brand promise. A brand promise is simply the way a company boasts that users will feel or experiences that they will have while using their products or enjoying their services.
Brad Cleveland Blog
MARCH 11, 2020
Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center examples. If you are a manager or director, you may have the responsibility of getting results from those who work in different locations, who don’t report to you, or who don’t work the same hours.
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