Fonolo
AUGUST 13, 2020
Why do we treat call center overwhelm like a necessary evil? Times have changed, and the call center industry with it. Our phones no longer have cords, the internet exists, and agents no longer have to be tethered to the office. And what’s more, there’s technology — fantastic software that helps you track everything from customer touchpoints to customer feedback.
Contact Center Pipeline
AUGUST 13, 2020
The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications. As the new normal settles in, some contact centers employees have a choice to work from home or at the office. Leading a […].
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Beyond Philosophy
AUGUST 13, 2020
Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.
Steve DiGioia
AUGUST 13, 2020
Great employees are the heart and soul of any business, especially a successful one. Their efforts cannot be understated enough. But there are always one or two poor performers or “deadwood employees” – those who contribute little to the company’s success and at times undermine it. And they hang on year after year. They never seem to get fired and amass a laundry list of disciplinary actions with little substantive repercussions.
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CCNG
AUGUST 13, 2020
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
AUGUST 13, 2020
The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee.
Tethr
AUGUST 13, 2020
At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. With capabilities like the Tethr Effort Index and the Agent Impact Score , we’ve worked to enable AI and machine learning algorithms to listen to every customer conversation at scale and identify the drivers of both poor and exceptional experiences and how agents are helping or hurting the experience.
Guru
AUGUST 13, 2020
This year at Guru, we’ve broadened our mandate to connect people who have questions with trusted answers. And because there’s a ton of honest confusion and misinformation surrounding the 2020 election, we’re here to help in the way we know best: by putting together resources from verified sources and subject matter experts to clarify things!
Concentrix
AUGUST 13, 2020
Step up your work at home security game and take things to the next level. The post Introducing SecureCX™ appeared first on Concentrix.
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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
Toister Performance Solutions
AUGUST 13, 2020
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 and affiliated sites. The lone cashier answered the phone while she rang up another customer's purchase. She seemed detached from both interactions, as she split her focus between the customer in front of her and the one on the phone.
Ameyo
AUGUST 13, 2020
While the world is stuck with COVID-19 pandemic, home visits and personal meetings are fading away. Today’s climate is surrounded by “social distancing” measures and has changed the ways of human interactions. In the past few months, we have seen a dramatic shift in the way people are interacting and businesses are working. But meetings … Embracing Video Chat in the Contact Center business – Why Now?
VirtualPBX
AUGUST 13, 2020
If you’re a business owner, you’ve probably heard the maxim that your product development, outreach, pricing – everything – should be specific. If you generalize, you miss the mark. We’ve heard it too, which is why we created a PBX system for small businesses that caters purposefully to that market. To be clear, we have a number of plans for businesses to choose from.
Nicereply
AUGUST 13, 2020
The way your business engages with the people that fall under their different customer personas will prove the mapping process’s effectiveness. In business today, there is a massive emphasis on building robust relationships with customers. And all the elements of a customer’s relationship with a brand has to hinge on exceptional customer experiences (CX).
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.
Interactions
AUGUST 13, 2020
Imagine yourself on a busy day trying to cancel an appointment and you keep getting put on hold waiting for a live agent. You know your task can be completed through self-service–it’s just a simple cancellation. After 30 minutes of waiting you finally get put through to an agent, who is able to quickly cancel your appointment. You are frustrated because you had to spend 30 minutes on a task that could have taken two due to the wait time.
ConvergeOne
AUGUST 13, 2020
While washing our hands at a sink, do we think about the source of that water… or do we just expect it to be there when we turn it on? Do we set hot, warm, or cold temperatures according to our unique comfort levels?
NICE inContact
AUGUST 13, 2020
It won't help your small business if you're pulling in new customers through the front door while losing the same number of existing customers out the back door. That's not growth, it's just replacement. To experience sustainable growth, shut that back door by taking care of your customer base with effective service.
Spearline
AUGUST 13, 2020
It is a common assumption that your company’s global contact numbers are working just fine, and why wouldn’t they be? All around the globe, companies always believe that their global contact numbers are always working smoothly, not an issue in sight. And by right, they should be; you are paying for them after all, so there really shouldn't be any doubt, right?
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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.
Jon Arnold
AUGUST 13, 2020
Here’s some good news to keep the Enterprise Connect Virtual vibe going. The Enterprise Connect team is doing a replay day next Wednesday, where the five top-rated presentations from last week’s event are getting a second go-round. While registered attendees can watch replays of all the sessions on demand any time, these replays include having the speakers on hand to do live Q&A with attendees - just like we did the first time around.
Nuance
AUGUST 13, 2020
Nuance and Genesys Expand Partnership to Accelerate Digital and AI Transformation Strategies for Enterprises Worldwide. Nuance is an industry leader in adding AI-powered customer engagement and self-service capabilities to contact center investments, spanning a broad range of partners globally. As a Genesys® partner, we share some of the leading brands in the world as enterprise customers.
Maru Group
AUGUST 13, 2020
The hospitality industry faces an unprecedented test with the spread of COVID-19. Hospitality is inherently social. And the necessity for social distancing changes everything. Maru/Matchbox recently facilitated a conversation with a group of hospitality professionals, to provide a forum for the exchange of ideas and to better understand the revolution currently underway.
Plantronics
AUGUST 13, 2020
For the majority of the year 2020, organizations have lost their ability to deliver in-person service to their customers. Meanwhile, customers endured increasingly complex scenarios requiring a high level of customer service. In case it was ever in question, this has been the year that call centers proved to be critical for doing business. Since [ ] The post How COVID-19 is Redefining the Contact Center appeared first on Poly Blog.
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!
Skybridge
AUGUST 13, 2020
A Timely Rethinking of What it Takes to Lead Your Brand Through Uncertain Times. In Stephen Covey’s famous book, “The 7 Habits of Highly Effective People,” we are introduced to a set of practices that successful, “highly effective” people consistently apply to their everyday lives. Since then, the book has remained a consistent bestseller, providing a timeless framework for continuous growth and improvement.
Ameyo
AUGUST 13, 2020
COVID-19 has pushed many businesses to think beyond the legacy contact centers. It has led to change the business strategy for customer service across the world. Most business heads in Africa are now re-thinking their business model to handle the sudden surge in customer queries. Contact centers, playing a pivotal role in the pandemic hit … How Customer Service Has Evolved In Africa?
inmoment
AUGUST 13, 2020
Limited resourcing continues to be a challenge for customer experience (CX) teams across Australia and New Zealand. Whilst customer experience teams are becoming smaller, the remit of these teams are becoming broader and more complex. Most CX professionals in this region are expected to do more with less. Our experts have weighed in on the best ways to foster efficiency within your organisation and free up your time so that you can be left to focus on creating positive change and lasting impacts
Nuance
AUGUST 13, 2020
Since the pandemic took hold in the U.S., much has been written about the impact on patient volumes and disruption to preventative health and chronic disease management. The disruption causes concern for conditions that might go untreated but also indicates that patients are “probably seeking alternative levels of care for less acute things that they [.
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
AUGUST 13, 2020
With customers better informed and more aware than ever, businesses need to pay special attention to the service they provide. Outstanding customer service is the key to ensuring your company leads the way. Here are ten ways to help you provide outstanding customer service. Be polite, helpful, and knowledgeable. One of the golden rules in the world of customer service is always to be courteous and helpful.
LiveVox
AUGUST 13, 2020
In this installment of Thoughtline, we discuss conversational banking and how AI can help deliver personalized financial insights and advice. Full Transcript Boris: [00:00:00] Good morning. Good afternoon, everybody thank you again for joining us for a weekly series of in person interviews today. We’re lucky enough to have Jody Bhagat on the line or […].
Avoxi
AUGUST 13, 2020
One of the unique connections between our contact center technology and our business is the fact that we use our own product to run our company! Our inbound and outbound teams rely on this technology to communicate with our customers every day. And, our managers use it to coach and measure our team's performance. That… The post Tips & Tricks for Mastering AVOXI’s Contact Center Software appeared first on AVOXI.
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