Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up on time, willingness to learn, and a generally good attitude are things all call center reps should possess.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Totango

OCTOBER 3, 2019

When you’re a customer, you don’t want to feel like just another face in the crowd. Customers want to know that you understand their unique business goals, even if you have vast numbers of subscribers. That’s why your enterprise needs to give customers the personalization they demand if you want to survive and grow in today’s customer-centered economy.

Personalization 68

Personalization Best practices Feedback Sales 68

Global Response

OCTOBER 3, 2019

What Is an Omnichannel Experience? Omnichannel is a fully integrated customer experience across multiple communications methods. It recognizes that customers need options to get the best service experience. Omnichannel typically includes: Web more. The post How Omnichannel Is Revolutionizing Customer Service appeared first on Global Response.

Customer Service 48

Customer Service Customer Experience 48

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

Advertisement

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.

Integra

OCTOBER 3, 2019

We believe you need to have only one system in order to manage all your interactions and keep your data safe and accessible. This and much more with uContact. The post All-in-One and up in the Cloud appeared first on Contact Center Software - Integra CCS.

Contact center software 71

Contact center software Contact Center Management 71

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Members expect to interact with a credit union the same way they order groceries or toilet paper. But, as we move into 2020, there’s some worry about the certainty of the economy toward the back half of the year. More than two-thirds of CFOs in the U.S. are predicting a recession, according to a study from Duke University/CFO Global Business Outlook.

Banking 64

Banking Contact center software Big data Technology 64

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Feedback 182

Feedback Customer centricity Employee engagement Contact Center 182

PeopleMetrics

OCTOBER 3, 2019

Unless you’re working in a very small company, the full spectrum of VoC responsibilities are usually too much for one person. Often, people think they can create a world-class VoC program themselves using a low-end technology tool, but this can be risky ?— especially when building your initial program. In the beginning, your best chance at success is to partner with an organization that has done this before, is an expert in VoC, and can help you get off to a good start.

Surveys 60

Surveys Technical Support Analytics Consulting 60

Monet Software

OCTOBER 3, 2019

Whether you are the CEO, COO, QA Analyst or Customer Service Agent, the number one goal of your contact center is to deliver a quality experience that lends itself to an increase in customer satisfaction. The satisfaction of your customers can be easily measured with a CSAT (Customer Satisfaction Scorer), but aside from identifying trends, a CSAT doesn’t tell you what actionable steps your call center needs to take if it wants to improve.

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

Advertisement

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

TRUSTID

OCTOBER 3, 2019

With Millennials soon making up half of all call center workforces, organizations need to plan how to train, inspire and retain telephone agents in an industry where the average turnover rate is an astonishing 33%. According to the article, “Creating The Next-Generation Call Center Culture,” as technology becomes more integrated into the way businesses interact with their customers, customer service teams, including contact center reps, will be the heart and soul of tomorrow’s companies.

call center workforce 57

call center workforce Call Center Contact Center Customer centricity 57

Nuance

OCTOBER 3, 2019

Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change. Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud?

Interactive Voice Response 60

Interactive Voice Response Self service Customer Experience Call Center 60

SharpenCX

OCTOBER 3, 2019

Some 78% of financial executives think their work is going to change over the next five years because of new digital business trends. Members expect to interact with a credit union the same way they order groceries or toilet paper. But, as we move into 2020, there’s some worry about the certainty of the economy toward the back half of the year. More than two-thirds of CFOs in the U.S. are predicting a recession, according to a study from Duke University/CFO Global Business Outlook.

Banking 52

Banking Contact center software Big data Technology 52

Fonolo

OCTOBER 3, 2019

After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service prompted a recording that said call volume had “temporarily exceeded the company’s capacity to answer or even place callers on hold.” While this was an extreme event, every call center faces the same problem at one time or another: Unpredictable spikes in call volume.

Abandon rate 52

Abandon rate Call Center Wait times Education 52

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

OCTOBER 3, 2019

VirtualPBX is excited to extend its Zapier integration to customers of all its Business Phone Plans. This month, like with this Google Sheets Zapier Tutorial, our blogs will focus on the basics of application connections so you can get started with your own projects. Today’s tutorial will show you how to use Zapier to log call data in a Google Sheet.

Accountability 56

Accountability Sales Marketing 56

Branch Mesenger

OCTOBER 3, 2019

A Note From The Editor ??. ? McDonald's announces first seasonal drink in more than 5 years with Cinnamon Cookie Latte. ??Walmart to test programs for U.S. workers to cut its healthcare costs. ??Here’s a map of the Forever 21 stores that could close by the end of the year. ??How PetSmart Swallowed Chewy—and Proved the Doubters Wrong. ??NRF Forecasts Holiday Sales Will Grow Between 3.8 and 4.2 Percent.

Healthcare 48

Healthcare Sales Marketing 48

Jon Arnold

OCTOBER 3, 2019

I’ve been remiss about publicly sharing our Watch This Space podcasts after newsletter subscribers get exclusive access, so there’s two things you should know on that front. First , there is a Current Podcasts archive on my website, where you can access all of our podcasts, except for the most recent one. Secondly , the most recent one - from the September edition - can be accessed from the landing page of my website (and it will soon be added to the archive.

45

45

Ambs Call Center

OCTOBER 3, 2019

What does it take to provide top-notch customer service over the phone? It’s far more than you might think. A happy voice and a pleasant greeting isn’t nearly enough. Customer service reps need to be prepared to answer any and all sorts of questions about your company and service. They need to be charismatic, yes. But they also need to efficiently get your prospect or customers what they need.

Answering services 41

Answering services Customer Service 41

Advertisement

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

Jon Arnold

OCTOBER 3, 2019

Another month, and another batch of writing - but also a batch of podcasts. I don’t usually include the latter in these roundup posts, but they’re another form of content in my mix of services. I’ve been doing a fair number of them lately, so I might as well include them here in case you missed them earlier. Choosing the Right Partner for Cloud Services , Toolbox.com, Sept. 30 Podcast - in Conversation with 2600Hz , Good News newsletter, September issue What are the Benefits of Contact Center an

Cloud contact 45

Cloud contact Contact Center Enterprise Management 45

Vcaretec

OCTOBER 3, 2019

(v)WeCare has been providing customer support since 2004. We understand a phone call is the first connection point a customer has with your brand. Our friendly call reps will handle your customers courteously as they resolve any underlying issues. To ensure customer satisfaction, we use different channels to provide consistent support services. In addition to resolving customer queries, our call center services also include technical support, telephone services, sales support, omnichannel custom

outsourcing 40

outsourcing Technical Support Contact Center Call Center 40

Nuance

OCTOBER 3, 2019

Alexa—play my ‘Please don’t put me on hold again’ playlist When they’re finally gone, will you miss those rickety, old-school IVRs? No, me neither. Most traditional IVRs deliver a pretty underwhelming customer experience—and that needs to change. Gartner is predicting that, by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service […] The post Is there new life for the IVR in the cloud?

Interactive Voice Response 40

Interactive Voice Response Self service Customer Experience Enterprise 40

Hero Digital

OCTOBER 3, 2019

We thought that agencies, holding companies, and big system integrators were stale, and that the world needed something different – a purpose built experience company that could not just inspire the CMO, but help turn their vision into reality. We were right about that, and the company has been on a meteoric growth path ever since. While our strategy was sound and our team has worked harder than any I have ever seen, we were also blessed with good luck in the early years, which never hurts

Banking 40

Banking Metrics Personalization Customer Experience 40

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

Working Solutions

OCTOBER 3, 2019

Are you losing customers because of subpar service? If you’re not working to offer the best possible customer experience (CX) to the people who shop with you, that may indeed be the case. Especially in retail, people demand fast, efficient and knowledgeable customer service—and if they don’t get it from you, there are plenty of […].

outsourcing 40

outsourcing Contact Center Customer Experience Customer Service 40

Playvox

OCTOBER 3, 2019

SUNNYVALE, Calif., October 3, 2019 (Newswire.com) - ???????Playvox, provider of the most comprehensive software to improve agent performance and engagement, today announced the industry’s first complete agent optimization suite for Quality Assurance, Performance Management, Learning, Coaching, Agent Recognition, and Agent Motivation software for customer service organizations.

Customer Service 40

Customer Service Coaching Management 40

bold360 Blog

OCTOBER 3, 2019

Live chat is, well, boring. A decade ago, it was exciting; a new way to engage with customers. A way that delivered an excellent experience and was super-efficient. A way that offered experiences you couldn’t have any other way – co-browsing, file transfer, and integrated remote control. A way that provided reams of textual data that could be mined to discover ways to delight customers and convert them to lifelong advocates.

Technical Support 40

Technical Support Metrics Engineering Self service 40

TELUS International

OCTOBER 3, 2019

Healthcare 60

Healthcare 60

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

Contact Center Pipeline

OCTOBER 3, 2019

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so many things based on our organization and mission. Please check out the 12 commonly used KPIs in Susan’s feature article. This month also brings us the findings from our 2019 Voice […].

Contact Center 29

Contact Center Call Center 29

NICE inContact

OCTOBER 3, 2019

Today, NeoNova’s 180-or-so agents working in three contact center and remote locations provide support and technical help—upwards of 75,000 phone, email and chat interactions annually— for rural customers of its regional internet service provider clients. But for years, the company had been using an outdated, on-premises contact center system that had severe limitations—it could handle only calls and had little visibility, which impacted schedulng, forecasting and productivity.

Cloud contact 10

Cloud contact Contact Center Metrics Customer Experience 10

Guru

OCTOBER 3, 2019

There’s a massive disconnect between what executives and IT leaders think the function of corporate information technology should be, and what it actually is. According to a McKinsey survey , 76% of leaders know that IT should be a business partner, actively helping to shape overall business strategy, but only 27% say that their organization is structured that way.

Management 9

Management Surveys Technology 9