Contact Center Pipeline
DECEMBER 16, 2021
Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and appointments went online. Brick-and-mortar retail turned to digital. Our entire experience with brands was contained within a few square inches of a screen. Now, with social distancing restrictions lifting, the question […].
Beyond Philosophy
DECEMBER 16, 2021
There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Fernando deals with this problem in his business branding and packaging for fast-moving consumer goods and consumer packaged goods (CPG).
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Steve DiGioia
DECEMBER 16, 2021
Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc. all boil down to “their” opinion of your product or service. What you offer is not what YOU think it is but what the CUSTOMER thinks it is.
Fonolo
DECEMBER 16, 2021
A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . promoting sales; . improving customer satisfaction; and . enhancing your business processes. .
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TechSee
DECEMBER 16, 2021
In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
DECEMBER 16, 2021
Caribbean Nation Expands Nearshore Capacity By Scott Newman, CEO, Transparent BPO Jamaica is a natural fit for Transparent BPO’s growth strategy. After visiting and evaluating several locations within a few hours of the U.S. mainland, this market just made sense. And we found great potential in other markets – great technical infrastructure, deep pool of […].
Avoxi
DECEMBER 16, 2021
The Role of IVR in Travel & Hospitality Modern day travel and hospitality businesses require a reliable IVR system to succeed. When call flows are optimized and guests are routed to the right department, the first time, your customer experience (CX) metrics improve. Intuitive IVR software is critical to your bottom line and delivering a… The post The Role of IVR in Travel & Hospitality appeared first on AVOXI.
Spearline
DECEMBER 16, 2021
Welcome Costa Rica to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers’ call experience with your organization. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. Today, Spearline has coverage in over 70 countries globally, covering almost 94% of GDP generation.
Guru
DECEMBER 16, 2021
Another year has almost come to pass, and we think that 2021 was a pretty good year for Guru. To be fair, 2020 set the bar pretty low for what constitutes a “good” or “bad” year. Despite that, we’re beyond proud of everything we accomplished over the past 12 months.
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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
Spearline
DECEMBER 16, 2021
The gift of communications with family In the lead-up to Christmas, we are all busy. Generally, we are all frantically searching for the perfect gift for our loved ones. For families who have members living and working abroad, there is one gift that is priceless. Indeed, families rally around the gift of communications and enjoy great conversations.
Nuance
DECEMBER 16, 2021
2021 has been a challenging year for teams across the healthcare industry. The long-tail impacts of the COVID-19 pandemic have persisted for millions, leading to significant staff shortages, increasing feelings of burnout, and creating huge shifts in how care is delivered to patients. And with the Omicron variant causing a resurgence in contraction rates and [.
Playvox
DECEMBER 16, 2021
Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Or are they disengaged, disinterested, and lack motivation or drive? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale.
Toister Performance Solutions
DECEMBER 16, 2021
The job description had been wrong for two years. That's what the IT service manager discovered when he checked with human resources. He was trying to find a reason why so many new hires were ill-prepared for the job they were hired to do. And why they often left so quickly. The manager learned that human resources recruited new hires using a job description meant for the customer service contact center.
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.
Cyara
DECEMBER 16, 2021
As we’re looking back at the highlights of 2021, some of our favorite moments happened at the Xchange Virtual Summit in October. There was so much to learn, and valuable insights were shared by industry leaders. We heard from a wide array of customers and partners who gave us a look at what defines a flawless customer experience and how each of them has tackled their own digital transformations.
Contact Center Geek
DECEMBER 16, 2021
I recently had the honor of joining Hailey Corr on Vistio’s terrific podcast, “Recorded For Quality Assurance”. Great name, right? It was a thrill to talk about with her about contact centers, customer experience, and technology. vistio.io/blog/from-411-operator-to-contact-center-geek/.
TeleDirect
DECEMBER 16, 2021
Check out what business leaders have to say about how customer service has helped their business. Share this Image On Your Site. </p><br /><br /><br /> <p><strong>Please include attribution to Teledirect.com with this graphic.</strong></p><br /><br /><br /> <p><a href=’[link] src=’[link] style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” data-mce-t
Concentrix
DECEMBER 16, 2021
For the third year in a row, Concentrix is celebrating being named to Comparably’s lists for Best Companies for Women and Best Companies for Diversity. . The post Concentrix Ends 2021 with 4 Additional Comparably Award Wins appeared first on Concentrix.
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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.
Interactions
DECEMBER 16, 2021
When a consumer contacts customer service of a company they do business with, they have one simple objective: they want to get an answer to a question in a fast, timely and efficient manner. Whether it’s an insurance company, a retailer, or a hospital, this trend remains constant across the board. . Just like between a brand and a customer, the interaction between the public and their government can be improved to create a more accessible, valuable, and efficient experience.
Help Scout
DECEMBER 16, 2021
Customer support data is the universal language that allows you to communicate the influence your team has to the rest of the company.
TCN
DECEMBER 16, 2021
Call centers exist in many shapes, sizes, and industries. They all have different objectives, goals, The post Call Center Software Trends, Goals, and Strategies to Kick Off 2022 appeared first on TCN.
Pipkins
DECEMBER 16, 2021
PIPKINS DECEMBER NEWSLETTER. IT’S OFFICIAL: PIPKINS INFORMATION SECURITY MANAGEMENT SYSTEM. GETS ISO 27001 CERTIFICATION. The new phone book’s here! The new phone book’s here! This is the kind of spontaneous publicity I need. My name in print. That really makes me somebody! Things are going to start happening to me now! Navin R. Johnson (Steve Martin in The Jerk).
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!
Working Solutions
DECEMBER 16, 2021
Call centers can transform your business in many ways, not just by taking over customer service phone calls. The services offered by call centers vary, but each allows customers direct contact with your business. The benefits of outsourcing call centers include solving staffing issues, budget concerns, and helping you prioritize customer service interactions.
Quadient
DECEMBER 16, 2021
A new era in government-sector customer experience. Andrea Haughton. Thu, 12/16/2021 - 19:50. As a customer experience (CX) practitioner, I was surprised to find that an Executive Order (E.O.) from the White House became my favorite CX writing of 2021. The scope, definitions and deliverables included in the December 13, 2021 “ Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government ” bring best practices for digital transformation to key go
TCN
DECEMBER 16, 2021
Call centers exist in many shapes, sizes, and industries. They all have different objectives, goals, The post Call Center Software Trends, Goals, and Strategies to Kick Off 2022 appeared first on TCN.
Arbeit
DECEMBER 16, 2021
Building out an opt-in collection process should encompass any channel of communication your agency dreams of experimenting with - even if you aren't using it yet. Here's how to get started right now. The post 3 Ways to Collect Opt-In Consent for Debt Collection Communications appeared first on Arbeit -.
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
CSM Magazine
DECEMBER 16, 2021
Customers don’t call you to say goodbye when they’re fed up with your service – you could be losing them every day without knowing it, thanks to a poor customer care system. It takes one minute to install Omnichannel Live Chat Customer Care App , the very latest in customer care technology. It gives your customers constant contact with your agents as they switch methods of communication – one smooth, uninterrupted conversation until their problem is solved.
Nicereply
DECEMBER 16, 2021
Minimize survey bias from affecting your results by knowing how to create a customer survey and implementing the simple suggestions listed above. Customer satisfaction surveys are a valuable feedback tool as they provide information on how your customer feels, help make changes in your business and reinforce strong customer relationships, as well as loyalty.
Infinity
DECEMBER 16, 2021
There’s no business that hasn’t been significantly impacted by the pandemic. For retailers, it’s been 18 months of upheaval and uncertainty. Reduced footfall, decreased budgets and lockdowns have done no favours for the industry, presenting retailers with some of their biggest challenges to date. A recent UK 2021 report on the state of the customer experience revealed that as many as 30% of UK B2C companies are still not back to pre-pandemic CX levels.
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