Thu.Feb 27, 2020

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Things to consider when outsourcing customer service

Vcaretec

Regardless of the size of your business, outsourcing customer service is extremely beneficial. That said, it is important to do significant research and not to settle for just any one of the domestic or international call center outsourcing companies. By outsourcing with (v)WeCare , you are assured quality customer services offered by a reputable and experienced call center outsourcing company located in New Jersey.

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Beginner’s guide to voice analytics expertise

Tethr

Before making an investment on voice analytics (a worthwhile investment nonetheless), it’s a good idea to brush up on what kinds of things a reputable voice analytics platform should offer. In the call center domain, driving operational excellence is critical, after all, today’s customers are more discerning and knowledgeable than ever before. Seventy-eight percent of consumers permanently change how they feel about a company based on a single interaction with a contact center.

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5 Ways to Manage Incoming Emails

Inbenta

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls. Confidence: unlike the phone, emails offer a formal way of communication with a person or company, which gives the user confidence.

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Getting Over the “I Want It Now” Mindset

Beyond Philosophy

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .

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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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How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand.

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The 80/20 Rule by Richard Koch (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle. FROM THE PUBLISHER: The 80/20 principle is one of the great secrets of highly effective people and organizations.

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Why you need to follow the service culture recipe

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. My friend, Sarah, is a baker. She's taught me that baking is all about precision. You have to follow the recipe precisely to get the expected result.

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How Do You Not Take Things Personally in Customer Service?

Nicereply

You will meet angry and frustrated customers that think that you are responsible for their situation. And not taking things personally can be difficult and challenging. Working in customer service can be stressful and overwhelming. The possibility of needing to handle situations with angry customers daily is pretty high. Especially when there are some productivity goals set for your team , you know that you need to remain calm.

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Why ‘listening’ versus ‘telling’ is key when empowering your frontline

Tethr

Agent managers are shot callers. Agent leaders or coaches are listeners. Trust us, you should strive for the latter. Some contact center managers micromanage reps as they feel that empowering them will create chaos. These agents aren’t supported to arrive at their own solutions through learning. A lack of listening can be detrimental to an organization.

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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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5 best practices for a successful business transformation

Talkdesk

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.

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Add Rich Response Button Using Dialogflow Fulfillment

kommunicate

Dialogflow fulfillment is a service that is deployed to exchange data for implementing your business logic. You can also use it to add rich responses in your bot. Dialogflow fulfillment supports rich responses including buttons, links, images, cards, etc. In this post, we’ll learn how to add a rich response button using Dialogflow fulfillment.

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My Manifesto: Experience Matters

Customer Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters. It seems appropriate for my new manifesto to take on the name of this blog, which I started in June 2007.

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Can you feel the love in your call center?

Liveops

“They love me, they love me not.”. If you’ve been plucking petals to discern whether your call center team members are really committed to your business, you’re not alone. Call centers all across the country are feeling the strain of turnover and unengaged agents. . Rather than sit idly by and wonder if your people are happy, it’s time to check the pulse of your call center culture.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Alorica Nombra A Brian Delaney Como Presidente De Su Negocio De América Latina Y El Caribe

Alorica

IRVINE, California – (27 de febrero de 2020) – Alorica Inc., líder mundial en soluciones de servicio cliente, anunció hoy que Brian Delaney se ha integrado a la compañía como Presidente de Operaciones de América Latina y el Caribe de Alorica. En este puesto, Delaney supervisará a 15,000 empleados en siete países en los que Alorica opera.

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Can you feel the love in your call center?

Liveops

“They love me, they love me not.”. If you’ve been plucking petals to discern whether your call center team members are really committed to your business, you’re not alone. Call centers all across the country are feeling the strain of turnover and unengaged agents. . Rather than sit idly by and wonder if your people are happy, it’s time to check the pulse of your call center culture.

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Driving Customer Satisfaction Through Great Scripting

NICE inContact

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged. Balaji Venkatech Bala, Senior Director of Customer Support for Sum Total Systems, sums up the importance for scripting in his organization.

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How To Organize Your Support Team Meetings More Effectively

Nicereply

As these support team meetings iterate, often they begin to lose their focus and become more about showing up, than about knowledge share and action. Meetings are necessary for a well-functioning support team. Inevitably these are set up as recurring blocks of time that impact some or all members of the team. Considering a median salary of $50,000 for customer support, a 1 hour-long meeting for a team of 10 people costs $240.

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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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5 best practises for a successful business transformation

Talkdesk

Change can be scary. For businesses especially, a radical change that impacts people, tools and infrastructure can have adverse business effects if it is not executed properly, resulting in increased cost, lost productivity and potentially lost revenue. Embarking on digital transformation is a transition that spans all aspects of an organization, including technology, strategy and culture.

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What Is: Latency

Spearline

Latency. What is Latency? What are the effects of Latency? How do you measure Latency? Latency testing explained. 1. What is Latency? Latency is a major annoyance that can interrupt important conversations and cause irritation between callers. Latency, or more famously known as ‘lag’, is the time delay from when you speak to when the other person hears your voice.

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Alorica Nombra A Brian Delaney Como Presidente De Su Negocio De América Latina Y El Caribe

Alorica

IRVINE, California – (27 de febrero de 2020) – Alorica Inc., líder mundial en soluciones de servicio cliente, anunció hoy que Brian Delaney se ha integrado a la compañía como Presidente de Operaciones de América Latina y el Caribe de Alorica. En este puesto, Delaney supervisará a 15,000 empleados en siete países en los que Alorica opera.

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Tips to Manage Anxiety and Stress

CSM Magazine

There is a popular question among many young people about how to avoid stress in daily life. The answer is indistinct because everybody needs an individual approach, which is what just about every essay about handling stress will emphasize. This problem also concerns people of different age groups, therefore let’s consider every possible scenario. Firstly, you have to accept that you can’t keep everything under control.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Cincom and C5 Insight Announce Partnership 

Cincom

Companies join forces to deliver a better way to configure, price and quote complex products and services. Cincinnati, OH (February 11, 2020) – Cincom Systems, Inc. , a global supplier of enterprise software solutions, announced today that it has entered into a partnership with C5 Insight to sell and implement CPQSync by Cincom. C5 Insight is a consulting firm that helps companies plan and implement customer experience management and employee engagement projects and technologies.

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Tips to Manage Anxiety and Stress at Work and Study

CSM Magazine

There is a popular question among many young people about how to avoid stress in daily life. The answer is indistinct because everybody needs an individual approach, which is what just about every essay about handling stress will emphasize. This problem also concerns people of different age groups, therefore let’s consider every possible scenario. Firstly, you have to accept that you can’t keep everything under control.

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Is Your Executive Dashboard Effective? Key Metrics to Include

ChaseData

What do your top executives see when they bring up their dashboard in your facility? If they’re like the heads of many contact centers, the answer might be disappointing. Too many companies suffer from too much data and an ineffective executive dashboard to present it in. Don’t let your facility be among them. Check out this list of key metrics to include in your executive dashboard, along with some important hints on how to do so.

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Knowledge is power, or is it?

5CA

"Knowledge is power". This quote has been used by several great minds throughout history but is most often attributed to the works of philosopher Sir Francis Bacon in his work Meditationes Sacrae (Sacred Meditations) from 1597.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Alorica Appoints Brian Delaney As President Of Its Latin America & Caribbean Business

Alorica

IRVINE, Calif. – (Feb. 27, 2020) – Alorica Inc., a global leader in customer experience solutions, today announced that Brian Delaney has joined the company as President of Alorica’s Latin America & Caribbean Operations. In this role, Delaney will oversee 15,000 employees across seven countries in which Alorica operates. Reporting directly to Chief Operating Officer, Greg Haller.

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Knowledge is power, or is it?

5CA

One methodology to aid in creating the right structure and behaviors in the customer support or customer service domain is called KCS (Knowledge-Centered Service).

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Alorica Appoints Brian Delaney As President Of Its Latin America & Caribbean Business

Alorica

IRVINE, Calif. – (Feb. 27, 2020) – Alorica Inc., a global leader in customer experience solutions, today announced that Brian Delaney has joined the company as President of Alorica’s Latin America & Caribbean Operations. In this role, Delaney will oversee 15,000 employees across seven countries in which Alorica operates. Reporting directly to Chief Operating Officer, Greg Haller.