Fonolo
MARCH 4, 2021
Contact center reporting can be stressful for even the most seasoned managers and directors. Even with modern technology, it’s still impossible to predict call volumes and customer demand with full accuracy. But when your team’s performance is being evaluated based on cold hard metrics, it can be downright nerve-wracking to explain the numbers to upper management.
CCNG
MARCH 4, 2021
You know that feeling where everyone is watching you, and you don’t feel prepared? We’ve heard that from contact center trainers and trainees a lot over the past year. From the trainer’s perspective, new hires are less engaged and aren’t “getting it” quick enough, and they do not have the resource to provide the 1:1 support new hires need. As a result, they activate before they are ready, increasing customer frustration and new hire frustration; attrition rises, starting the process all over aga
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
MARCH 4, 2021
You would be hard-pressed to find an executive who is a greater champion of contact center agents than Michael Lawder. When he talks about the frontline agent experience, it is easy to see that he has a genuine appreciation and respect for the role—after all, it comes from first-hand knowledge doing the job day in […].
Alorica
MARCH 4, 2021
Listen to Podcast Here’s the deal, customer service gets a bad rap, but the truth is that when done well, solving customers’ needs is awesome, and when you can actually give them a good experience and make their day, that’s just icing on the cake. Reaching that outcome takes work, though, and the market for how customer service outsourcing is conducted has been changing over the last few years.
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.
Certified Languages International
MARCH 4, 2021
The global health emergency has highlighted the importance of remote interpretation. We all know that because of interpreters, patients around the country have continued to receive lifesaving medical attention remotely. We have also seen many interpreters make the jump from in-person interpreting to remote interpreting because of the shutdowns that took place almost a year ago.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
MARCH 4, 2021
Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. To do so, I needed to spare half of my day, because these activities could only be managed by going to a bank branch and waiting in line to be helped. .
Toister Performance Solutions
MARCH 4, 2021
Before the pandemic began, I had just started volunteering to do trail maintenance at Mission Trails Regional Park in San Diego. (The pandemic has shut that down for now.) Mission Trails is a large, open-space park with miles of hiking and mountain biking trails. Trail maintenance volunteers clear brush, control erosion, and otherwise make trails safer and more enjoyable to use.
Monet Software
MARCH 4, 2021
After a tumultuous 10 months for contact centers and agents, new possibilities open. There’s a concept in Zen Buddhism known as shoshin , or beginner’s mind. We’ve all felt it—an openness that comes from looking at something with fresh eyes. It can be freeing because we don’t have preexisting expectations and can try something new. This may seem an awfully philosophical topic to raise in reference to contact centers.
Interactions
MARCH 4, 2021
Technology can make or break an organization’s success. We’ve all heard of digital transformation success stories– companies that took the leap as early adopters of technology to improve their customer experience and profitability. Failure to embrace digital transformation and technology innovation is cited as one of the reasons why almost half of Fortune 500 companies have failed since 2000.
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
VirtualPBX
MARCH 4, 2021
The traditional business arrangement of a managed PBX or managed VoIP service is for a service provider to offer a middle ground between an on-site PBX and a cloud-based hosted phone plans. It turns out that, at VirtualPBX, we act as a managed VoIP provider some of the time and a cloud-based provider at other times. Your definition of what category we fall into has everything to do with your needs as a business.
Nicereply
MARCH 4, 2021
If you have a support team that needs to serve various customer skillsets or a complex product, cobrowsing tools might be the right choice to improve your support offering. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. One significant disadvantage for most support teams is that there is always a gap between what they can see and what the customer sees.
LiveVox
MARCH 4, 2021
Everyone wants to understand how channels and data are colliding to help businesses make better decisions. At the same time, omnichannel has evolved dramatically. What are the blockers to omnichannel success in 2021? How have companies merged their vast system architectures and data streams to deliver truly personalized service? A new report by Frost & […].
Nuance
MARCH 4, 2021
On International Women’s Day exactly a year ago today, we were still a few days away from pandemic lockdowns and trying to comprehend the scale and nature of the changes to come. We also did not yet appreciate how well people would work together even while working apart. Each of us had to re-think our [.] The post From challenge comes change appeared first on What’s next.
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.
ConvergeOne
MARCH 4, 2021
We're excited to introduce the ConvergeOne Tech Exchange, a podcast series that connects the technology community with top-of-mind insights that you can put into action. ConvergeOne believes that leveraging technology to connect people with purpose is vital to achieve business outcomes. Please join our hosts, Bret Lathrop (Senior Director, Portfolio Offer Management, ConvergeOne) and Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne), as we explore the future of the technol
Comm100
MARCH 4, 2021
Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?
ConvergeOne
MARCH 4, 2021
We're excited to introduce the ConvergeOne Tech Exchange, a podcast series that connects the technology community with top-of-mind insights that you can put into action. ConvergeOne believes that leveraging technology to connect people with purpose is vital to achieve business outcomes. Please join our hosts, Bret Lathrop (Senior Director, Portfolio Offer Management, ConvergeOne) and Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne), as we explore the future of the technol
5CA
MARCH 4, 2021
Brand ambassadors have been around since the dawn of advertising. As far back as the late 1900s, people like famed American writer Mark Twain were endorsing products they loved to use. These days, in our social media savvy landscape, it’s everyday people who are brand ambassadors. And those everyday people are the not-so-secret ingredient to your marketing campaign.
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.
Call Experts
MARCH 4, 2021
Call Experts Attendance Platform makes employee call-out, absence, and PTO tracking, reporting, and alerting so much simpler than utilizing spreadsheets. Does your company still track attendance with spreadsheets? Stop! When spreadsheets first became available, they provided lots of benefits, especially over-hand calculations, and written ledgers. Attendance tracking via spreadsheets offered an innovative method to save absence and call-out information. .
kommunicate
MARCH 4, 2021
In the month of February, we have added powerful integrations like Whatsapp and added some cool features in the Dashboard, Kompose Bot Builder, and Bot analytics. Also updated the existing ones to improve your overall experience with Kommunicate. WhatsApp integration WhatsApp is one of the most commonly used chat applications and can be easily one [.].
inSided
MARCH 4, 2021
Earlier this week, we launched our revamped Ideation Module and brand new Product Updates Module in an effort to help Customer Success and Product teams create a better way to manage customer feedback and close the loop. But how do you build a Customer Success-driven feedback loop? We’ve broken it down into seven steps to help you get started. Let's take a look.
Skybridge
MARCH 4, 2021
Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm. They’ve committed to revisiting – and sometimes, redirecting – key strategic investments in order to meet emerging customer needs, keep their customers happy, acquire new customers, and convert those customers into critical brand evangelists.
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!
Babelforce
MARCH 4, 2021
All e-commerce store owners want to provide outstanding service to their customers. But it’s hard to get anything done when answering requests takes up most of your day. Yes, you could hire more support reps, but that will eat into your profits – something you’d rather avoid unless strictly necessary. Enter e-commerce automation: the easiest way to provide high-quality service to your customers.
Back Office Centers
MARCH 4, 2021
There is more science in back office support services in 2021 than ever before. Companies are looking to optimize and reshape their back office strategy, and technology has a huge role to play in that. Most ecommerce businesses are integrating back office as part of day-to-day operations, which eventually improves customer satisfaction and also eliminates duplicate records in tasks like data entry.
SmartKarrot
MARCH 4, 2021
The changing digital landscape has made us look at products very differently. There is a rise in products, improvement in features, and advancement in requirements from customers. Customer needs and expectations evolve with time, influence and other products. To handle this evolving requirement, it is important to build a competent profile to initiate progress in product development.
Back Office Centers
MARCH 4, 2021
There is more science in back office support services in 2021 than ever before. Companies are looking to optimize and reshape their back office strategy, and technology has a huge role to play in that. Most ecommerce businesses are integrating back office as part of day-to-day operations, which eventually improves customer satisfaction and also eliminates duplicate records in tasks like data entry.
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
SmartKarrot
MARCH 4, 2021
Role: VP, Customer Success – SaaS Location: Remote, Boston, MA, US Organization: Blue Signal Search As a VP of Customer Success, you will manage and provide executive leadership to all facets and members of the customer success department. Responsible for the day-to-day implementation of strategic success plans that manage the customer’s journey from onboarding to maturity.
SharpenCX
MARCH 4, 2021
You’re ready to walk into a monthly meeting tomorrow with your VP of Ops when your phone lights up with a dreaded “ding!” – an after-hours email from your boss. You know that meeting you have tomorrow? Yeah, turns out your boss wants you to present important metrics in front of your COO now, too. *Queue the anxiety*. What now? Sure, you use customer analytics in tons of different ways in your contact center.
ChurnZero
MARCH 4, 2021
New resources to help market-leading Customer Success platform expand its ecosystem, team, and product development capabilities. ChurnZero, the highest-rated and fastest-growing Customer Success platform for subscription businesses, today announced that it has received $25 million in Series B funding led by JMI Equity, a growth equity firm focused on investing in leading software companies.
Expert insights. Personalized for you.
148 
Let's personalize your content