Contact Center Pipeline
MARCH 8, 2018
Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account. Eventually, your agent calms the […].
Call Center Weekly
MARCH 8, 2018
How do you promote the work of your team and department throughout your organization? 1. Develop relationships with colleagues from other departments: One of the best ways to promote the work of your team is by having others do it for you! When you develop strong relationships with your colleagues they are sure to let others know what an amazing job your team is doing.
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GetFeedback
MARCH 8, 2018
Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!
Taylor Reach Group
MARCH 8, 2018
By: Peg Ayers & Turaj Seyrafiaan. Occupancy Definition: The percentage of your agent’s logged-in time spent in direct contact with a customer or in activities directly following and related to that contact (e.g. After Call Work). Calculation: Total Contact Time (Talk Time + After Call Work) /Total Logged-in Time. The equation can be applied for any period of time (day, week, month, etc.) for an individual or any group of agents.
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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.
Quadient
MARCH 8, 2018
I’ve been known to tackle the odd home improvement project around my place. If you’re the same then you’re probably familiar with the old adage “measure twice, cut once”. . For those of you who are handyman-challenged this power tool proverb simply means that before firing up the circular saw and cutting that piece of wood, double-check your measurements for accuracy otherwise you could make a wrong cut and waste material, money and time.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AskNicely
MARCH 8, 2018
In case you missed it, the age of the customer has arrived with no plans of leaving us anytime soon. This means, not only is the customer always right, but the customer is always on. The always-on customer demands immediate attention from everyone in your organization — from the C-suite to customer success to your product team. . According to Forrester Research , the biggest risk in this new customer-obsessed era is timing (taking action on customer feedback too early or too late).
Aspect
MARCH 8, 2018
As much as businesses rely on the internet for marketing, brand awareness and e-commerce, it can make or break a business’s reputation overnight, especially when it comes to online reviews. For example , 85% of consumers trust online reviews as much as personal recommendations, but fake reviews posted by people with ulterior motives are becoming more pervasive.
GetFeedback
MARCH 8, 2018
Customers count on email support for quick, convenient help. Learn how to maximize support efficiency without sacrificing quality with these 6 simple tips!
Mindtouch
MARCH 8, 2018
Wading through product documentation can be intimidating and downright boring. Users will often ask questions of your support team precisely so they don’t have to deal with mounds of information, which may or may not solve their problem. However, you can turn that trend around by utilizing a contextual help system that makes finding answers easier. Below, we provide six simple ways you can help your users help themselves by accessing contextual help. 1.
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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
Aspect
MARCH 8, 2018
As much as businesses rely on the internet for marketing, brand awareness and e-commerce, it can make or break a business’s reputation overnight, especially when it comes to online reviews. For example , 85% of consumers trust online reviews as much as personal recommendations, but fake reviews posted by people with ulterior motives are becoming more pervasive.
Up Your Service
MARCH 8, 2018
We are honored and pleased to share that our founder, Ron Kaufman, has been awarded Global Guru #1 ranking in the Customer Service category for 2018. At UP! Your Service we believe that all of us can step UP together to make the world better every day. So as we share this exciting news with you, we also want to thank you for all you do for your customers, your clients, your colleagues, your family and your community members.
Avaya
MARCH 8, 2018
As healthcare plans increase in complexity in addition to a growing number of chronic health conditions ( healthcare organizations are expected to spend close to $6 billion on the treatment and prevention of chronic illness ), it is critical that communications remain at the heart of patient interaction. For example, it is important to ensure patients follow their care plans, and are aware of wellness plans, to ensure efficient healthcare spend that drives optimal health outcomes.
Bright Pattern
MARCH 8, 2018
According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology.
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.
TRUSTID
MARCH 8, 2018
Consumers are being encouraged by mobile carriers to add extra security features to protect their accounts in lieu of a recent increase in “porting” scams. According to the recent article, “How to Fight Mobile Number Port-out Scams,” there’s been an uptick in identity thieves porting mobile phone numbers to other providers. Once they’re able to successfully have another person’s calls forwarded to their device, sensitive SMS-based text messages from the unsuspecting victim’s bank or credit issue
Cyara
MARCH 8, 2018
We all know how frustrating it is when you can’t clearly hear the person on the other end of the phone line. How many times have you simply hung up on someone and called back to try and get a better connection? Well, it’s one thing to call back your friends, family, or colleagues. But, when you are calling your bank, insurance company or other business, you might lose your patience, hang up and never call back.
Fonolo
MARCH 8, 2018
The number of cloud-based call centers is growing quickly and they are increasingly built on top of Amazon and/or Twilio. That includes both newcomers like TalkDesk and Serenova, as well as legacy vendors like Avaya and Genesys. However, Twilio and Amazon now have their own call center platforms (essentially competing with their own customers). Will the Amazon / Twilio “stack” define the contours of the next generation of call center?
Cyara
MARCH 8, 2018
Over the past few years, Cyara, like so many other software companies, has moved to a cloud-first delivery model. With the Cyara Cloud, you get an evergreen environment that is constantly on the current release, and has quick access to bug fixes and enhancements, as well as easy access to new product trials. And, with two completely redundant sites per region, our investments in hosting enable us to sustainably deliver less than 0.1% unplanned downtime.
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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.
Toister Performance Solutions
MARCH 8, 2018
The association president decided to make an informal speech to the crowd gathered at the happy hour. He realized the people towards the back couldn't see him, so he grabbed one of the hotel's banquet chairs and stood on it. Standing on chairs is dangerous. Every year, numerous employees suffer broken arms, legs, ankles, and other serious injuries sustained when they fell off a chair they were standing on at work.
Aria Solutions
MARCH 8, 2018
Who does not love a nice dinner out on a Friday night? It’s a great way to start the weekend and relax after long days at work. But then a server—clearly unmotivated—shows up, does not answer my questions, and gets my order wrong. What was supposed to be a relaxing evening turns out to be a stressful disappointment. Even if the food ends up being good, or even delicious, the moment is ruined.
TRUSTID
MARCH 8, 2018
Consumers are being encouraged by mobile carriers to add extra security features to protect their accounts in lieu of a recent increase in “porting” scams. According to the recent article, “How to Fight Mobile Number Port-out Scams,” there’s been an uptick in identity thieves porting mobile phone numbers to other providers. Once they’re able to successfully have another person’s calls forwarded to their device, sensitive SMS-based text messages from the unsuspecting victim’s bank or credit issue
Aria Solutions
MARCH 8, 2018
Who does not love a nice dinner out on a Friday night? It’s a great way to start the weekend and relax after long days at work. But then a server—clearly unmotivated—shows up, does not answer my questions, and gets my order wrong. What was supposed to be a relaxing evening turns out to be a stressful disappointment. Even if the food ends up being good, or even delicious, the moment is ruined.
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!
OrecX
MARCH 8, 2018
Stereo call recording (aka dual channel call recording) offers many advantages over mono call recording, primarily in the quality of the voice recording upon playback. Simply put, with stereo call recording, the two call participants (likely your agent and a customer) are recorded on separate channels. This means that upon playback, you will hear one voice on one side of the speaker and the other voice on the other side.
Aria Solutions
MARCH 8, 2018
Who does not love a nice dinner out on a Friday night? It’s a great way to start the weekend and relax after long days at work. But then a server—clearly unmotivated—shows up, does not answer my questions, and gets my order wrong. What was supposed to be a relaxing evening turns out to be a stressful disappointment. Even if the food ends up being good, or even delicious, the moment is ruined.
NICE inContact
MARCH 8, 2018
If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. Besides the fact that this is the largest, most informative event in our industry, here are our top three: Top-notch training and workshops on NICE inContact solutions but also on trends, challenges and hot topics in the contact center industry.
Solvvy
MARCH 8, 2018
The post Rethinking Your Approach to Customer Loyalty and How it Can Impact Your Business appeared first on Solvvy.
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
ClientSuccess
MARCH 8, 2018
Customer success leaders help drive an overarching strategy to ensure that customer success is a core pillar across the entire organization. When an organization is fully aligned around the success of current (and future) customers, it becomes easier to sign, work with, and grow these customer accounts. It’s also important that organizations put customers first when rolling out new products or releasing updates on current products.
Up Your Service
MARCH 8, 2018
Ron Kaufman will be delivering a keynote speech on “Achieving Service Excellence with People and Fintech Working Together” at the 2018 World Credit Union Conference in Singapore on 18 July 2018. Financial technology is developing at incredible speed. Digital platforms and services offer huge benefits for the credit union and other financial cooperative sector organizations.
Talkdesk
MARCH 8, 2018
Talkdesk is a Platinum Sponsor at Enterprise Connect 2018. Enterprise Connect brings corporate IT decision makers together with the industry’s vendors, analysts and consultants to focus on the issues central to enterprise communications and collaboration. Join us March 12-14 in Orlando, Florida for our thought leadership panel, live demos at the booth and a chance to win prizes like Google Home, Nest Thermostat and a Ring Doorbell.
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