Contact Center Pipeline

SEPTEMBER 29, 2020

Contact Center 299

Contact Center 299

CCNG

SEPTEMBER 29, 2020

So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. From one-on-one virtual “coffees” with team members, themed dress up days wearing alumni college team colors, Kahoot type quizzes, or even sharing your favorite pet with team members during virtual calls ( of course this is the norm with CCNG member PetSmart ).

CCNG 195

CCNG Quality management Customer Support Management 195

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

Call Center 196

Call Center Self service Gamification Contact Center 196

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Your success over the next ten years will hinge on the ease of your customer experience and the accessibility of your customer support.

Customer Experience 141

Customer Experience Abandon rate Interactive Voice Response Self service 141

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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.

Sykes

SEPTEMBER 29, 2020

SYKES is celebrating Global Diversity Month with a special tribute to the women of SYKES. In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path. Marchela Bozhilova. Head of Implementation for UK&I and Global Blue Prism Practice Lead, Symphony, a SYKES Company.

Accountability 98

Accountability Coaching Education Telecommunications 98

Sykes

SEPTEMBER 29, 2020

SYKES is celebrating Global Diversity Month with a special tribute to the women of SYKES. In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path. Marchela Bozhilova. Head of Implementation for UK&I and Global Blue Prism Practice Lead, Symphony, a SYKES Company.

Accountability 98

Accountability Coaching Education Telecommunications 98

TeamSupport

SEPTEMBER 29, 2020

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

B2B 89

B2B CRM Morale Enterprise 89

Nuance

SEPTEMBER 29, 2020

When COVID-19 struck the state of New Jersey in March of 2020, Cooper University Health Care, a leading academic health system in southern New Jersey, wanted to attract top medical talent and maintain services while protecting patients and hospital staff. One immediate option was limiting the number of people in exam rooms, including the in-person [.

Technology 85

Technology Personalization Healthcare 85

Talkdesk

SEPTEMBER 29, 2020

Information security is the most important but least discussed pillar of any contact center regardless of scope, size and industry. One simple data breach can easily expose sensitive information, damaging either your relationship with customers, your reputation or both. Security should be a top priority for all aspects of contact center operations, from the way agents access customer support systems to how and where customer data is stored.

Contact Center 82

Contact Center Customer Support Customer Experience 82

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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

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Guru

SEPTEMBER 29, 2020

We’ve all been there. Staring at a blank document, cursor blinking as if to say, “why haven’t you started writing yet?” It’s one thing to be in this situation as a writer or a college student tasked with a final essay. But what if you’ve been tasked with documenting your feature releases, competitive battle cards, internal processes (SOPs), brand guidelines, and other key information at work?

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NICE inContact

SEPTEMBER 29, 2020

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

CRM 62

CRM Contact Center Sales Management 62

Nicereply

SEPTEMBER 29, 2020

87% of U.S. adults want to be contacted proactively by an organization or company and find that it improves their experiences. Right now, your customers’ expectations are at an all-time high. Your support team might also be struggling with spikes in volume or customers with different or heightened needs. When you’re working reactively, it’s challenging to meet your customers’ expectations while dealing with the volume you’re receiving.

Customer Support 64

Customer Support Education Customer retention Engineering 64

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . The magic of INBOUND is and always has been the “it” factor that happens when you bring together incredible speakers covering unique and interesting topics, creative activations & experiences and a uniquely engaged attend

SaaS 59

SaaS Metrics Best practices Customer retention 59

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

Quiq

SEPTEMBER 29, 2020

Share This Story Referrals have always had their place in marketing. It’s just that now, your customers have more reach and influence than ever before. Not only can they tell their closest friends about your product or service, but they can post Google reviews, share a social post, or use any number of methods to amplify their voice. Nielson showed us that consumers believe recommendations from their friends and family over all forms of advertising.

Surveys 53

Surveys Advertising Marketing Customer retention 53

Connect

SEPTEMBER 29, 2020

‘A good workman never blames his tools’, or so the old saying goes. However, given the opportunity, I’m sure many would happily upgrade their tools if it meant better efficiency and better results. Whilst this adage conjures up images of carpenters or builders, it is also relevant to contact centre technology and their agents.

Technology 52

Technology Customer Experience 52

NobelBiz

SEPTEMBER 29, 2020

Right now, the contact center market is growing at an exponential rate. Technology advances coupled with the advent of the virtual call center are leaving behind anyone who doesn’t have at least a remote omnichannel software. But there’s an even bigger hurdle: contact center AI. Recently, Google has been making incursions into the contact center space.

Contact Center 52

Contact Center virtual call center Chatbots Cloud contact 52

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Benchmark B2B SaaS 52

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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.

Self service

CSM Magazine

SEPTEMBER 29, 2020

Social media allows millions of viewers to enjoy your content with just one click! By creating engaging videos, you can build your platform quickly. Here are 10 tips to help you create more interesting and captivating videos. 1. Choose the right titles, thumbnails, and captions. The first thing that the viewer will see is either the title, thumbnail, or caption depending on the social media platform that you’re posting your video on.

Entertainment 52

Entertainment Construction 52

Cincom

SEPTEMBER 29, 2020

CPQSync by Cincom, the company’s cloud-based, configure-price-quote solution, will be featured at this training and networking event for Microsoft Business Applications. Cincinnati, OH (September 29, 2020) – Cincom Systems, Inc. , a global supplier of enterprise software solutions, announced today that it is sponsoring Community Summit North America , the leading training and networking event across the globe for Microsoft Business Applications.

Finance 52

Finance Education CRM Best practices 52

Skybridge

SEPTEMBER 29, 2020

3 Smart Steps Every CX Leader Should Take Now. In a year marked by countless unknowns, challenges, and unexpected opportunities, brace yourself for a few more rides on the roller coaster. Here come the holidays. For many organizations, what happens between Halloween and New Year’s can define an entire year’s performance and prognosis. This year, you face the additional challenges of maintaining the safety of your customers and employees, accommodating the (perhaps temporary) end to many of the t

Call Center 52

Call Center Customer Care outsourcing Customer centricity 52

LiveVox

SEPTEMBER 29, 2020

The LiveVox CX Flash Report puts data from hundreds of contact centers to work for your business. Find out what’s driving decision making for C-suites in the new CX report. See the full insights below. 5 Points in 5 minutes In August 2020, LiveVox surveyed contact center professionals at the C-suite, VP, and Director level […]. The post New Report: What is High Priority for Contact Center C-Suites Right Now?

Contact Center 52

Contact Center Surveys 52

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

CSM Magazine

SEPTEMBER 29, 2020

When a user contacts technical support, it means that the customer is already at a loss. In most cases, the customer lacks an understanding of how a service or application works. Perhaps, the product is too complex to be 100% understandable at once, or some functions are not convenient enough to use. Perhaps, the customer came across a bug or a missing feature.

Technical Support 52

Technical Support Customer Service Customer Support Personalization 52

Merchants

SEPTEMBER 29, 2020

In recent years, South Africa has established itself as a prime location for outsourcing services for global organisations operating across industries and sectors. The post Why problem solving matters in the contact centre appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

CSM Magazine

SEPTEMBER 29, 2020

Email marketing plays a significant role in the world of modern trade. Unlike traditional ways of advertising, sending emails turns into a very effective tool for finding new customers. However, technologies don’t stand still, and new software for controlling the flow of incoming messages develop. In this light, email deliverability plays an important role in Internet marketing.

Advertising 52

Advertising Marketing Technology Accountability 52

NobelBiz

SEPTEMBER 29, 2020

AI is advancing at a rapid pace. Big Tech is moving into the contact center space with innovative AI solutions. How will this change the industry? Is contact center AI taking over? We're giving you an in-depth look at the facts, right here. The post Is Contact Center AI Taking Over? Let’s Look at the Facts appeared first on NobelBiz®.

Contact Center 52

Contact Center 52

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

CSM Magazine

SEPTEMBER 29, 2020

Nowadays, job seekers are more drawn to benefits than hard cash. Most employers offer attractive insurance plans for their employees in an attempt to attract the best calibers in the market. Health coverage is the most common type of group insurance that employers provide for their employees. However, many companies are now adding life insurance and other more elaborate insurance plans for a more generous compensation package.

Government 52

Government Healthcare Marketing Personalization 52

Unymira

SEPTEMBER 29, 2020

Budget pressure, unconvinced executives and an inability to demonstrate concrete ROI can all be death blows for CX projects. COVID-19 has put even more pressure on executives in many organizations to optimize and reduce costs.

Contact Center 52

Contact Center Customer Experience 52

Strikedeck

SEPTEMBER 29, 2020

Vincent Manlapaz, in an interview with Jeff Heckler, talks about why CS is the root of a healthy relationship.

Customer advocacy 52

Customer advocacy SaaS Customer Experience 52