Wed.Jul 14, 2021

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The Sustainable Work-From-Home Contact Center: Provide Agents with Real-Time Guidance and Support

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Verint’s Daniel Ziv explains how expanding customer engagement channels, rising consumer expectations and a remote workforce create a new dynamic that […].

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How to Say YES – Every Time

ShepHyken

How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ? Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur.

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Alorica Named A Winner of Comparably’s Best CEOs for Diversity Award

Alorica

IRVINE, California, July 14, 2021—Alorica Inc., a trusted global leader in customer experience (CX) solutions, announced today that it won Comparably’s Best CEOs for Diversity Award. Based on the sentiment of employees of color who anonymously rated Alorica during a 12-month period (July 2020 – June 2021), this award recognizes the Company for driving positive culture change and encouraging.

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From Snacks to Surveys: 7 Tips to Boost Employee Engagement

aircall

When your employees are happy, it’s easy to think you’re doing a good job. However, there are many reasons they might not be engaged and satisfied at work. What’s more, low employee engagement levels can harm their overall productivity and impact their ability to meet goals or targets. One of the best things you can do to improve employee engagement is to invest in your team members and provide them with opportunities to grow.

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The 2023 Verint Experience Index: Retail

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

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What is Customer Lifetime Value and How to Calculate It

ChurnZero

Customer Lifetime Value (CLTV) , also known as, Lifetime Value (LTV), is the gross profit a customer delivers to your business in their lifetime. It is the amount of revenue your business will make from a customer over their average lifetime as a customer. This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts

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14 Call Center Scripts to Empower your Agents through Every Interaction

SharpenCX

Let’s say you’re a customer service rep with a long queue of phone calls from customers. (Managers, I know most of you have been there). You go to answer the first one and — just like that — you’ve practically forgotten how to put two words together. Or, have you ever jumped into a customer service chat, and as soon as the customer’s message pops up…poof!

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Delivering Excellence in Staff Experience Earns Concentrix Top Honors

Concentrix

Inspiring Workplace Awards Recognize Concentrix as a Top Company in Inspiring Communication and Inspiring Technology. The post Delivering Excellence in Staff Experience Earns Concentrix Top Honors appeared first on Concentrix.

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SmartAction + TechStyle = A Conversational AI Partnership at its Best

SmartAction

While the summer sun shone down on the Vegas strip, SmartAction’s CMO, Brian Morin, stood in front of an audience at Customer Contact Week showcasing how SmartAction’s technology and expertise in customer experience have helped TechStyle Fashion Group see impressive ROIs such as $1M in a quarter in headcount costs. That savings came with adding no live agents.

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The CX Benefits of a Single Pane of Glass

LiveVox

As your organization grows, so does the number of different systems you use to get your work done—pieces of software, databases, cloud applications, and more. Over time, data accumulates in each of these systems, each meant to serve a specific need or use case. The result is a vast amount of data. Though useful within […]. The post The CX Benefits of a Single Pane of Glass appeared first on Livevox.

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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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The Future of AI-Powered Collections and Call Centers

Provana

Consumer behaviors are changing faster than ever before. In an age when we’re becoming more comfortable interacting with technology rather than humans, it’s no surprise that AI-powered customer service is becoming the norm. In fact, Gartner predicted that by this year, more than 15% of all customer service interactions will be handled solely by AI, a 400% increase compared to 2017.

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Customer Self-Service: How to Give Customers What They Want

JivoChat

Are you swamped with phone calls and support tickets? If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. Not only will your company go up in the estimation of your target market, but your business will benefit in many ways.

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Virtual Contact Center Work Benefits Persons with Disabilities

Working Solutions

Earlier this year, Working Solutions chief executive Kim Houlne came across a New York Times story describing how persons with disabilities were losing their jobs during the pandemic. Often, those workers were in entry-level positions or industries hard hit by the economic downturn. To Houlne, the story ran contrary to the trend of more companies […].

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How to Set Personal Development Goals for Work

CSM Magazine

Fulfilling one’s potential resides at the very top of the Maslow’s hierarchy of needs. Yet, people often get stuck in who they are and what they do. You get a degree, a job, you learn a few things, and you think that’s it. However, it doesn’t have to be. Progress is constant and setting personal development goals can help you become a better version of yourself.

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The Open CCaaS Advantage Report

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.

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Virtual Contact Center Remote Work Benefits Persons with Disabilities

Working Solutions

Earlier this year, Working Solutions chief executive Kim Houlne came across a New York Times story describing how persons with disabilities were losing their jobs during the pandemic. Often, those workers were in entry-level positions or industries hard hit by the economic downturn. To Houlne, the story ran contrary to the trend of more companies […].

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How to calculate the adoption rate and its impact on customer LTV?

CustomerSuccessBox

Adoption is the phase where customers get acquainted with your product, integrate it into their workflow and learn ways to use it that maximizes their benefit. Customers only adopt a product if it helps them achieve their goal. Why the Adoption Phase Matters in SaaS. Generally, a subscription-based business, renewals, and recurring payments hold the key values.

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Working Solutions Broadens Its Reach with New Board Members

Working Solutions

To expand into emerging markets, on-demand outsourcer Working Solutions adds Ben Trowbridge, an award-winning CEO and cybersecurity expert, and Emilie Ray, a healthcare executive, to its board of directors. Kim Houlne, chief executive of the well-known service provider, says their insight will strengthen its leadership in cybersecurity and technology innovation.

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A High-Performing Contact Center Starts with the Right WFM Tools

Playvox

Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system. With the right workforce management tools, you will be equipped to boost your contact center’s success — and strengthen your brand at the same time!

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Research Reveals an Emotionally Connected Customer Community Leads to Better Marketing ROI

CSM Magazine

A recent study from LoyaltyLion has found that if retailers can create emotional connections with their customers, they will see a greater ROI from their marketing investment. The Community Matters report , which involved a survey of more than 4,000 consumers, explains how making customers feel aligned with your values, and offering experiential benefits that elevate their shopping experience, are important in motivating them to join your brand community and engage in actions such as writing pos

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Edify Announces Enhanced Reporting and Analytics Functionality

Edify

Contact: Liz Cahill for Edify Labs.

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How to Define Value Proposition of Your Business

CSM Magazine

No business can cater to everyone’s needs. Therefore, different companies choose to specialize in different products and provide different types of services to those who require them. To attract the right customers and drive sales, businesses employ various tools that are usually part of their global marketing strategy. And displaying their value proposition is one of the most critical components in the success of their entrepreneurial ventures.

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Jul 14 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success and Operations Location: Remote, San Diego, CA, US Organization: GoShare As a Director of Customer Success and Operations, you will ensure that every customer and driver has a great experience with GoShare. Oversees the daily workflow of the department. Maintain weekly schedule for the customer support team and PTO requests.

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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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Difference between Customer Success and Customer experience

CustomerSuccessBox

Customer Success vs Customer Experience. Customer Success. Customer success helps customers get the most out of your product. Customer success is a long-term strategy that focuses on enhancing deeper relationships with customers by helping them achieve their desired goals for using a platform or application. By aligning your goals with those of your customers will help your customers gain greater value and mutual growth.

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Hear from the Experts: Thoughts on the Future of AI and Visual Self Service

TechSee

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers.