Wed.May 27, 2020

Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents

Contact Center Pipeline

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 […].

Fostering Team Morale During the Pandemic

Ansafone

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.

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Have Call Center Metrics Match Your Schedule

VirtualPBX

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.

The Incomplete Answer

ShepHyken

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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Employee Experience Tips, Resources & More

Callminer

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.

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Call Center vs. Contact Center: What’s the Difference?

Callminer

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.

Verint Virtual May Be Over—But the Exploring Is Just Beginning!

Monet Software

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!

Global Customer Community – Popular Discussions and New Features

NICE inContact

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.

Guru Customer Q&A: Via Transportation

Guru

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

4 Simple Ways to Reduce Response Times & Delight Customers

Kayako

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.

Global Customer Community – Popular Discussions and New Features

NICE inContact

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.

Transparent BPO Donates to COVID-19 Relief

Transparent BPO

Five Belize BPOs, including Transparent BPO, made a donation of b???? ?f 95 m??k? to the Belize Ministry of Health (MOH) Friday, May 22, to assist with the impact of COVID-19. ?h? h? ???? th th? ??? ??n?? n?? ??r?h, t d?????t? nk ????unt unt […].

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10 Creative Scheduling Approaches to Reduce Overstaffing and Understaffing

Injixo

It's hard to create efficient schedules that meet the fluctuating demands in a contact center. However, there are a number of creative scheduling approaches that can help you out. Pick the ones that fit best in your contact center. Scheduling

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Consumers? Online And In-Person Plans As The U.S. Heads Back To Business

Customer Experience Matters

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.

Why Invest In Employee Experience? Six (Proven) Reasons

McorpCX

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.

CXNext Podcast Episode 57: Putting the Customer at the Center of Everything You Do

bold360 Blog

?. 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.

SaaS 52

With Call Scoring, You’re The Coach

Calltools

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How to Start Your Career as a Client Service Manager in an Advertising Agency

CSM Magazine

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.

How to Calculate the ROI of the Customer Service Arm of Your Business (So You can Measure, Then Improve Call Center Operations)

SharpenCX

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.

Home Is Where the Heart of CX Is

CSM Magazine

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?

SaaS 52

COVID-19 Global Update May 27, 2020

Concentrix

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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Re-engaging Customers During the COVID-19 “New Normal”

Cincom

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.

Complaint Management: Customer Complaints Handling Procedure

kommunicate

“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.

Re-engaging Customers During the COVID-19 “New Normal”

Cincom

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.

How Spearline supports its customers with testing their numbers around the world.

Spearline

“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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Cincom’s Claire Oancea Joins IAMCP, Women in Tech Boards

Cincom

Cincinnati, OH (May 28, 2020) – Cincom Systems, Inc. ,