Contact Center Pipeline
MAY 27, 2020
For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good or bad our contact centers were, on a yearly basis, and figure out what to do next. Let’s not waste this reflective opportunity, and instead let’s change our way of thinking […].
Ansafone
MAY 27, 2020
Positive morale is an important element during a national crisis. While most people are distressed, it is the leaders’ role to keep the business foundation stable, its staff morally sound, and operations smoothly. There is no doubt that the COVID 19 pandemic has changed the lives of people living in the United States and around … Fostering Team Morale During the Pandemic Read More » The post Fostering Team Morale During the Pandemic appeared first on Ansafone Contact Centers.
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VirtualPBX
MAY 27, 2020
One of the more understated features of our Advanced Call Reports software is its ability to deliver call center metrics to your email inbox. Within Advanced Call Reports , you can create as many reports as you need in order to analyze your KPIs associated with inbound and outbound calls. How you then retrieve those reports is up to you – either on-demand through your dashboard or through your email.
ShepHyken
MAY 27, 2020
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap , one that results from incomplete information.
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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
MAY 27, 2020
At the heart of every growing organization are its employees. The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. However, it is of critical importance that every employee’s experience with your company be taken seriously. Maximizing the value your employees derive from their roles within your organization on a daily basis – satisfaction, engagement , accomplishment, community and more – has the potent
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MAY 27, 2020
Call centers and contact centers operate within the same general field of customer support and outreach. However, the two are not exactly the same. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics.
Monet Software
MAY 27, 2020
Thank you to everyone who made Verint Virtual such a success—and so much fun! While the event may be over, all content is now available on-demand until May 21, 2021. That’s right! Whether you were able to join us for the event last week or had to miss it, the free, on-demand content is still at your fingertips for a full year. You can learn how Verint customers are succeeding in these rapidly changing and unpredictable times—and find some new ways to adapt.
Kayako
MAY 27, 2020
It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere. 1 Very often, customer perceptions of their experience boils down to the little things like whether anyone responds timely when they reach out to a company.
NICE inContact
MAY 27, 2020
People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and 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
Guru
MAY 27, 2020
Via is a transportation network and real-time ride sharing company. Unlike other ride sharing options, Via Transportation places a major focus on their drivers, offering hourly wages instead of the per-trip model. A startup with multiple customer support contact centers, Via realized a well-adopted knowledge base was the key to keeping support agents and drivers on the same page.
NICE inContact
MAY 27, 2020
People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.
Concentrix
MAY 27, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, many governments are continuing the slow resumption of economic activities, while others are extending quarantine measures. The following is a roundup of key important events that have happened around the world in the last 24 hours. Global update: There have been 5,718,832 confirmed.
Transparent BPO
MAY 27, 2020
Five Belize BPOs, including Transparent BPO, made a donation of b???? ?f ?nfr?r?d th?rm?m?t?r? ?nd ?95 m??k? to the Belize Ministry of Health (MOH) Friday, May 22, to assist with the impact of COVID-19. ?h? ???? h?v? b??n w?rk?ng w?th th? ??? ??n?? ??r?h, ??th?r m?k?ng d?r??t d?????t? ?nt? th? N?t??n?l ???lth ?n?ur?n?? b?nk ????unt […]. The post Transparent BPO Donates to COVID-19 Relief appeared first on Transparent BPO.
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.
Cincom
MAY 27, 2020
How Can Companies Re-engage Customers in the Midst of the Coronavirus Pandemic? Many companies have been hunkering down and operating with a minimal number of active employees and a reduced number of business processes. Now companies are beginning to re-emerge and start the re-engagement process. For most companies, the likely reality is they are emerging from this initial phase as different enterprises.
Customer Experience Matters
MAY 27, 2020
As many part of the U.S. loosen their COVID restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand consumer mindset entering into this new phase, we asked 10,000 U.S. consumers a number of questions about their attitudes and activities. Health Concerns And Trusted Information Sources We wanted to understand how consumers feel about their personal health risk and where they turn for information.
McorpCX
MAY 27, 2020
Employee and workforce experience (EX for short) matters just as much as customer experience (CX). Unsurprisingly, the two are inextricably linked: Good EX consistently leads to good CX and vice versa.
Spearline
MAY 27, 2020
About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. For further information, or if you have any further questions.
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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.
Cincom
MAY 27, 2020
How Can Companies Re-engage Customers in the Midst of the Coronavirus Pandemic? Many companies have been hunkering down and operating with a minimal number of active employees and a reduced number of business processes. Now companies are beginning to re-emerge and start the re-engagement process. For most companies, the likely reality is they are emerging from this initial phase as different enterprises.
kommunicate
MAY 27, 2020
“Companies that listen to their customers grow faster.” When you put your customers at the heart of your business, you are more likely to increase your market share, and outgrow your competitors. Profitability and growth are essential to any business. To achieve and sustain both, you must first garner a base of loyal customers who [.]. The post Complaint Management: Customer Complaints Handling Procedure appeared first on Kommunicate Blog.
Cincom
MAY 27, 2020
Cincinnati, OH (May 28, 2020) – Cincom Systems, Inc. , a global supplier of enterprise software solutions and a Microsoft Dynamics partner, announces that as part of a push to work more closely with communities that make up the tech industry, Claire Oancea, Cincom Channel Manager, has joined the International Association of Microsoft Channel Partners (IAMCP ) and Dynamic Communities ’ Women in Tech boards.
Spearline
MAY 27, 2020
“Spearline notifies us of any potential issue before our customers do.” Zoom. Telecoms blindspots. Large global organizations that have local access numbers all over the world could potentially be handling millions of calls every day from customers and prospects. Any degradation in their telecoms service, be it a drop in audio quality, or a complete outage, carries a high risk of damage to their customers’ experience and ultimately to their brand reputation.
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
MAY 27, 2020
?. Subscribe via iTunes , Spotify and more. We say on our website who we want to be as an organization, but the reality is that like 16% of people believe what’s on a website. Words are cheap. For decades, though, we’ve been putting marketing filler on our websites, but then we don’t deliver on our brand promises. And so “customer-centric culture” becomes a buzzword not a reality.
Calltools
MAY 27, 2020
Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like linebackers or wide receivers, each agent has a unique role to play in winning the game; you are the coach that helps your team grow and function well together. Like Vince Lombardi coaching the Green Bay Packers at half time, you need to gauge the performance interactions of your own team members in order to facilitate proper call center management.
CSM Magazine
MAY 27, 2020
Advertising is a very prospective branch of industry, the profit of which shows steady annual growth. It’s no surprise that many young graduates and even experienced employees search for opportunities to make a career here. The position of a client service manager can be one of the best starts one can have in a career. A lot of communication, a combination of creative and analytical tasks, and decent income are integral advantages and attractions of the profession.
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
MAY 27, 2020
Antony Jagger, Manager, Customer Solutions, Aptean , looks at some of the challenges associated with mobilising customer services teams in the financial services sector, and asks: is a home working model sustainable in the long term? Without any shadow of a doubt, the unprecedented events which have unfolded this year have demanded change on a vast scale, within a seemingly unfeasible timescale for many.
SmartKarrot
MAY 27, 2020
SaaS customer success relies on a number of factors. One of those is ensuring a successful SaaS customer onboarding. Most SaaS users stop using products because it’s just too difficult to get them up and running. Getting to the point where you they can actually use the product is too complicated. Sure, the product may actually be able to solve a problem those users have.
SharpenCX
MAY 27, 2020
Imagine this: Better training. More agents. Streamlined technology. A vacation. You name it, you get it. What a fantasy. Now, let reality sink back in. Running a successful call center means driving revenue and business growth. But even with proof of the vital role service teams play in generating revenue, it’s still hard to earn budget for the things you need.
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