Toister Performance Solutions

FEBRUARY 18, 2020

New hires were struggling in the contact center. The reason was a mystery to the customer service leader. Her company had a comprehensive training program, a dedicated trainer, and supportive supervisors. Yet it was taking new employees too long to get up to speed. The leader and her team had been working on the issue for months. She finally asked for my advice, and was surprised when I helped her find the solution in just a few minutes.

Contact Center 97

Contact Center Customer Service 97

SoliCall

FEBRUARY 18, 2020

Most of the contact centers are very noisy. The noise usually contains human voices like the speech of agents sitting in the background or the voice of the supervisor giving instructions. Apart from being a nuisance does this noise have an impact on performance and can ROI be improved by eliminating this noise? In this post we will discuss few implications of this noise and their impact on the overall performance of the call center.

Contact Center 64

Contact Center Outbound sales Average Handle Time Call Center 64

Strikedeck

FEBRUARY 18, 2020

Jamie walks through four reasons why she thinks that Marketers make great Customer Success Managers.

Marketing 59

Marketing Management SaaS 59

ShepHyken

FEBRUARY 18, 2020

The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives. Top Takeaways: It isn’t enough to simply gather data.

Big data 290

Big data SaaS Employee engagement Customer Experience 290

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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.

Callminer

FEBRUARY 18, 2020

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

Call Center 226

Call Center 226

Concentrix

FEBRUARY 18, 2020

CX powerhouse named for best of Global Outsourcing for 12th year Concentrix has been named to the IAOP 2020 Global Outsourcing 100, which recognizes the world’s best outsourcing service providers and advisors. This list process includes a rigorous independent review by a panel of IAOP customer members with experience selecting outsourcing service providers and advisors.

outsourcing 118

outsourcing 118

Etech

FEBRUARY 18, 2020

Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business operations, there are often separate projects that require special attention, such as starting a new marketing project for a call center. But what is project management ? In a general sense, it refers to the organizing and managing tasks from start to finish for a particular venture.

Call Center 114

Call Center Management Construction Surveys 114

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I need to modernize my customer and agent experiences to remain competitive.”. “I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar?

Contact Center 111

Contact Center Enterprise Self service contact center solutions 111

Customers That Stick

FEBRUARY 18, 2020

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins. Yet leaders often struggle with empowerment.

Management 88

Management Customer centricity Customer Service Customer Experience 88

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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

Surveys

Nicereply

FEBRUARY 18, 2020

It’s important to have an easy-to-remember framework that you can fall back on when bad customer experiences occur. If you work in customer service, I’m willing to bet that dealing with unhappy customers is not your favorite part of your job. Despite your best efforts, it’s simply a fact that from time-to-time every customer service person has to deal with customers whose expectations were not met and who are now upset or frustrated.

Customer Experience 95

Customer Experience Healthcare Customer centricity Customer retention 95

Serenova

FEBRUARY 18, 2020

In our annual trends report , cloud-based contact center-as-a-service (CCaaS) was one of the six critical contact center trends for 2020. Let’s look further at why industry analysts and contact center leaders agree the cloud is here to stay. The Cloud Enhances Customer (and Agent) Experience. Most consumers today use multiple channels to interact with a brand.

Contact Center 93

Contact Center Cloud contact Analytics Coaching 93

SharpenCX

FEBRUARY 18, 2020

Between meetings with other managers and department heads, you barely have time to answer all the mentions on Slack. Your agents ping you constantly asking for advice. You’ve got a running to-do list with KPIs to track and updates to make to training materials. And, you have a meeting with a customer in an hour to talk about some data they lost due to a bug in your system.

Call Center 84

Call Center Coaching Management Contact Center 84

Satrix Solutions

FEBRUARY 18, 2020

Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the employment landscape thankfully looks much different. Today, the need for workers far outweighs the number of viable applicants for many positions. While this shift has given highly qualified employees greater mobility in the workforce, it’s also led to millions of dollars in lost productivity for orga

Morale 78

Morale Employee engagement Surveys Feedback 78

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

VirtualPBX

FEBRUARY 18, 2020

We’re glad you’ve reached the VirtualPBX blog today in search of information about how to start a side hustle. Today we’d like to share with you some information about how you can establish your budding business with the proper communications tools. We’ll cover online chat, chatbots, and phone systems (our favorite). Stick with us to see how the right Business Phone Plan , alongside other customer outreach tools, can help you start and succeed with your new side hustle.

Chatbots 87

Chatbots Enterprise Marketing Personalization 87

Customercount

FEBRUARY 18, 2020

In a time when customer loyalty is so important the Customer Effort Score determines how much effort do customers have to put in to do business with you. Continue reading → The post Why you should measure your Customer Effort Score appeared first on CustomerCount.

Customer effort 82

Customer effort 82

DMG Consulting

FEBRUARY 18, 2020

DR/BC Plans to Mitigate the Impact of Pandemics on Contact Centers. As the Coronavirus and the heightened risk of a pandemic fills the news headlines, service organizations must be prepared to keep operating if their region is stricken. Many companies have disaster recovery (DR) and business continuity (BC) plans to address the ability to operate if a major disruption were to occur.

Contact Center 72

Contact Center Healthcare Best practices Consulting 72

Alorica

FEBRUARY 18, 2020

IRVINE, Calif. – (Feb. 18, 2020) – Alorica Inc., a global leader in customer experience solutions, today announced it has earned a spot on the 2020 Best of The Global Outsourcing 100 (GO100) list for the sixth consecutive year. The annual list, presented by the International Association of Outsourcing Providers (IAOP), identifies the world’s best outsourcing service providers.

outsourcing 62

outsourcing Customer Experience 62

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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.

Self service

Etech

FEBRUARY 18, 2020

Project management is the backbone of businesses. Managers are responsible for more than just managing people. To add to the need for managing regular business operations, there are often separate projects that require special attention, such as starting a new marketing project for a call center. But what is project management ? In a general sense, it refers to the organizing and managing tasks from start to finish for a particular venture.

Call Center 62

Call Center Management Construction Surveys 62

Revation Systems

FEBRUARY 18, 2020

Digital transformation has swept nearly every industry by storm. As a result of the new technology that has been introduced into the marketplace, consumers are adopting a preference for digital communications. Smartphones and mobile devices have taken over as the primary means of communication for a significant percentage of today’s consumer population.

Best practices 62

Best practices contact center solutions Contact Center Surveys 62

DMG Consulting

FEBRUARY 18, 2020

Question: What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience? Answer: While there is no “one-size-fits-all” alignment, many successful companies now include a customer experience (CX) executive who manages all customer-facing operations either directly or indirectly. To underscore the importance of this position, it typically reports directly to the COO or CEO, and is held by a politically skilled individual who is adept at get

Enterprise 62

Enterprise Contact Center Customer Experience Government 62

ConvergeOne

FEBRUARY 18, 2020

A business process outsourcing (BPO) provider with 5,000 global agents was primarily focused on customer experience and contact center outsourcing for large companies. Like many in its industry, the BPO ran on very tight margins and wanted to move away from spending capital money. It preferred operational expenses because it billed its customers on a monthly usage basis (i.e., how many phone calls it took), so it desired to match its cost structure with its revenue structure.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Contact Center Technology 62

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

CSM Magazine

FEBRUARY 18, 2020

Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses can take advantage of the gig economy to improve their customer experience. Companies have a problem which their customers can solve, and I don’t just mean buying more of their products or subscribing to their services. Businesses are constantly struggling with how to make customer service available to their customers round the clock, yet are still maintaining the same time-restricted customer

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

Talkdesk

FEBRUARY 18, 2020

Learn from the industry’s best. What do the world’s leading luxury concierge service, an apparel brand with a mission to help those in need, and one of the fastest-growing digital mortgage companies have in common? They are all featured presenters at Opentalk® 2020 , the premier customer experience (CX) event of the year! On Wednesday, April 22 and Thursday, April 23, 2,000 CX leaders from retail, hospitality, financial services, healthcare and other industries will gather at Pier 35 in San Fran

Healthcare 56

Healthcare Banking Accountability Personalization 56

ViiBE Blog

FEBRUARY 18, 2020

Links to loyalty. In 2020, having a CX strategy is key, as customers are more selective with their loyalty. They are not asking for much, but they do expect timely, personal, and positive customer service. In fact, 60% of consumers report that customer service and brand loyalty are directly correlated. Nonetheless, maintaining that loyalty is becoming more difficult. 77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change bra

Technology 52

Technology Customer Support Feedback Customer Service 52

Injixo

FEBRUARY 18, 2020

Improving call center service level can have a huge impact on your service quality. It can positively affect the reputation and the overall bottom line of your business. Service level is an important KPI for your contact center. When you measure, monitor and optimize it continuously you are on the right way to ensure you’re delivering a good customer service experience.

Service level 52

Service level Contact Center Call Center Customer Service 52

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

NobelBiz

FEBRUARY 18, 2020

This is First Contact: Stories of the Call Center. In episode 2, we talk with Jake Bush of INFOCU5 about his journey from helicoptering to skiing, cooking, film, and then becoming CEO of a call center company. The post VIDEO: Jake Bush on Early Lessons from the Call Center appeared first on NobelBiz®.

Call Center 52

Call Center 52

Working Solutions

FEBRUARY 18, 2020

Last year’s holiday shopping season is officially over and in the books. Like most retailers, you’re now firmly focused on the year ahead, as you should be. But remember—a big part of how well you perform this year depends on how well you apply the lessons learned from last year. And that means the job […].

Sales 52

Sales 52

24-7 InTouch

FEBRUARY 18, 2020

When we think of a customer, we often think of the purchaser or end user of a product or service. However, In the contact center world, there is another important customer group to consider: the brands we work with!

Customer Service 52

Customer Service Contact Center 52