Contact Center Pipeline
MAY 5, 2020
According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand how customer experience and customer service differ or how they can work together to improve brand loyalty and customer service metrics. Short-term customer service interactions comprise one of the building blocks […].
The Call Center School
MAY 5, 2020
You or your boss have come up with a great plan: “let’s make an e-learning training ourselves!” Enthusiasm is high and the do-it-yourself mindset is very empowering. But how do you get started if this is your first time creating e-learning from scratch? Here are 3 steps that will help you make your e-learning a reality.
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Customercount
MAY 5, 2020
In order to better understand the overall experience a consumer has with your brand, you need granular survey data by incorporating multiple question types. The post Use multiple question types for granular survey data appeared first on CustomerCount.
TechSee
MAY 5, 2020
Modernizing field service management (FSM) has become a priority for many organizations in a sector largely defined by legacy systems and outmoded practices. Many seasoned field service technicians are old-school – having only begun using smartphones in the recent past – creating efficiency issues within FSM. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.
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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.
Cyara
MAY 5, 2020
My heart goes out to everyone affected by COVID-19; these are truly challenging times. I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re forced to work apart.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
DMG Consulting
MAY 5, 2020
Using IA and CJA to Improve CX. During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. This month, we’re addressing an issue that will return to importance, once economies reopen and the business world returns to what many are calling the “new normal.
REVE Chat Blog
MAY 5, 2020
In the hyper-competitive markets, understanding the customer preferences to interact with your brand is imperative. It supports you to meet their expectations and deliver a great customer experience. Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. To deliver great experiences you need to customer preferences and thus learning how customers interact & via which channels. .
Eptica
MAY 5, 2020
Date: Tuesday, Mai 5, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Publié le: 05 Mai 2020. Auteur: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Opérateur public de l'enseignement à distance, le Centre National de l’Enseignement à Distance (CNED) assure depuis 1939 pour le compte de l'Etat la continuité de la scolarité des élè
SharpenCX
MAY 5, 2020
When I was growing up, I always imagined that I would have a revelation and discover my dream career. As I later discovered, this is a bit naive. While there are many people who follow a career path directly linked to their college degree — that wasn’t me. As a young professional, I’m still discovering my career path. I’m always evaluating whether the work I’m doing is setting me up for success long term.
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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
Ameyo
MAY 5, 2020
What seemed an impossible thing a few months ago has become a reality of today. Most businesses, individuals, and organizations are hard hit by COVID-19 and are looking for a contingency plan. The recent change of events has caused disruption to most businesses and the contact center industry is hit the hardest. But, when the … Get your Virtual Call Center Agents Working Remotely Now!
Revation Systems
MAY 5, 2020
As the COVID-19 pandemic continues to sweep the nation, it seems as though nearly every industry has taken some sort of financial hit. As of April 30 th, 2020, the U.S. had reported over 1 million confirmed positive cases of COVID-19 and more than 30 million Americans had filed for unemployment benefits in the last six-week period. With most states still under stay-at-home orders and a high percentage of businesses still closed, the pandemic has not only altered daily life, but has had a signifi
Tethr
MAY 5, 2020
Since March 11, Tethr has analyzed more than one million calls across 20 companies to see how the COVID-19 pandemic is affecting different areas of the enterprise. Not surprisingly, our findings were less than stellar news for both CX and customer service teams. Customers are dealing with extreme anxiety due to sudden unemployment, hour reduction, salary cuts and indefinite furloughs.
ChurnZero
MAY 5, 2020
As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. At Sendoso’s Virtual Event The Show Must Go On : Integrated Ways to Power the Customer Lifecyle, Allison Tiscornia, Chief Customer Officer at Sendoso, and Abby
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!
VirtualPBX
MAY 5, 2020
Our Dash Business Phone Plans have taken home an important award – the 2020 TMC Teleworking Solutions Excellence Award – which recognizes innovation in the field of telework. In our case, this means that we’re serving our customers well with phone plans that can support their need to go remote. We always talk about how our Unlimited Users Plans and Unlimited Minutes Plans work well both inside and outside the office, and we’re thrilled to see that the broader community has endorsed that idea.
Guru
MAY 5, 2020
Having the right tech stack is key to empowering your sales team to be confident and effective. An optimized roster of sales solutions can help reps reach the right prospects at the right time, have better conversations with those prospects, and move deals along faster. There are a number of solutions that help good sales teams become great sales teams, and it can be overwhelming to choose the right software for your team.
Alorica
MAY 5, 2020
Some global companies have started to reshore jobs due to ongoing lockdowns from Manila to Bangalore. But Alorica President Bong Borja is confident they can entice foreign companies to return to outsourcing in the Philippines by enforcing work-from-home arrangements for their employees. This video originally appeared on ANC News : [link]. Source.
Concentrix
MAY 5, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, select governments have extended quarantine periods or announced additional restrictions. Other countries have continued reopening various sectors of their economies. The following is a roundup of key events that have happened around the world in the last 24 hours.
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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.
Eptica
MAY 5, 2020
Date: Wednesday, May 6, 2020 Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Le CNED : un cas d’école en matière de gestion d’un pic d’activité. Published on: May 06, 2020. Author: Julie Hébras - Directrice de la connaissance client et des relations clients - CNED Opérateur public de l'enseignement à distance, le Centre National de l’Enseignement à Distance (CNED) assure depuis 1939 pour le compte de l'Etat la continuité de la scolarité d
Alorica
MAY 5, 2020
Some global companies have started to reshore jobs due to ongoing lockdowns from Manila to Bangalore. But Alorica President Bong Borja is confident they can entice foreign companies to return to outsourcing in the Philippines by enforcing work-from-home arrangements for their employees. This video originally appeared on ANC News : [link]. Source.
Totango
MAY 5, 2020
Digital transformation is something many companies have been talking about for years. With recent events, COVID-19 has actually helped to lead the charge in digital transformation across a variety of industries, requiring companies to rethink their strategies and playbooks. The enterprises that will lead the way during these uncertain times will be those that are data-driven, agile, and empathetic.
OctopusTech
MAY 5, 2020
Remote work is slowly becoming the new normal these days. Many businesses have their teams working remotely from their homes, spread across different parts of the country or even the world. This trend exists across different sectors as well ranging from e-commerce to ITES. One of the sectors that remote work has been especially challenging is the BPO sector of India.
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
Concentrix
MAY 5, 2020
Learn how to deliver sustainable, resilient CX with a distributed engagement model. The post The Race to Adjust to Shifting Priorities appeared first on Concentrix.
Fonolo
MAY 5, 2020
One of the best things about our industry is that we get to work with lots of wonderful people whose goal in life is to improve the lives of their customers. They’re typically pretty pleased to be able to offer call-backs to their customers, and we’re delighted when they see drastic reductions in abandon rate and improvements in customer satisfaction.
Talkdesk
MAY 5, 2020
Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. Whether you’re a brand new agent or have experience working in a contact center, there are key items to check off your list that will ensure you’re set up for work-from-home (WFH) success.
TeamSupport
MAY 5, 2020
Even in everyday life, people are bombarded with the concept of “change” and “switch.” Whether it’s driving by a billboard advertising a cool new car or seeing a phone company commercial on TV and wondering if you can get more data for less money, there’s always someone out there trying to paint a picture of a greener pasture. Companies want you to switch, but how do you know when it’s a good idea?
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Talkdesk
MAY 5, 2020
Today, with the increasing adoption of remote work, the idea of the “traditional” contact center is rapidly evolving. You, a freshly-minted contact center agent, are able to work from anywhere, logging into your contact center software to help customers wherever they are. What to expect when you’re working? Innovative companies are incredibly dynamic (and that’s what makes working for them exciting!
Maru Group
MAY 5, 2020
As we continue to seek to understand how the COVID-19 pandemic affects consumers’ day-to-day realities, we conducted qualitative research with sports fans to dive deep into their feelings, actions, and attitudes. Our research focused on uncovering deep-seated emotions that sports fans are experiencing, and how those impact their viewing habits and other ways of engaging with sports.
Ambs Call Center
MAY 5, 2020
All business owners know how critical customer satisfaction is to their company’s success. But the most successful owners understand how closely customer satisfaction is tied to profitability. That's why it is really important to pick the right answering service. A poor customer experience is often the reason people choose to stop doing business with you.
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