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In this virtual think tank article developed in partnership with Frost & Sullivan, discover key insights on how top brands are embracing the future of CX delivery. CX Best Practices MORE
All companies want to implement a customer service strategy that improves the customer perception of their brand, delivers seamless customer experiences and drives brand loyalty. Contact Center MORE
It is a well-known fact that noise in calls is disturbing. It might not be surprising to realize that the success of outbound sales calls is significantly impacted by the quality of the call. MORE
Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. MORE
What comes to mind when you think of the term “game changer”? With the recent Super Bowl, perhaps your mind drifts to NFL quarterback Tom Brady. As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL. MORE
As more employees are working from home, the protection of company data is more important than ever. Make Data Security a Priority . Let it be clear amongst your staff that cybersecurity is of paramount importance by establishing a cybersecurity policy. MORE
Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. You will likely find people from different backgrounds, races, and cultures. MORE
Measuring your customer advocacy and community program’s success is critical for growing membership, boosting engagement, and delivering even better customer experiences. MORE
Well, this was fun. I was recently on a video panel with two colleagues - Blair Pleasant and Raul Castanon - hosted by Rob Scott of UK-based UC Today. The CPaaS space is obtuse and not well-understood, but it sure is booming. MORE
92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights. We live in an increasingly privacy-conscious world, and it’s no wonder. MORE
Why would anyone procrastinate improved results? Call center software has evolved to the point of. The post Why Your Call Center Needs To Integrate TCN’s Call Center Software appeared first on TCN. Cloud Call Center Software MORE
When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded. MORE
Whether you’re in a facility or working remotely, wading through all of your cases one by one is time-consuming. If you’re not currently using encounter prioritization, your CDI team will use any number of ways to determine which cases to work on next. MORE
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Does your business need telephone interpreting services ? What about localization, document translation, or video remote interpreting? OK OK, we’re admittedly a little biased. MORE
Speech analytics is a tool that allows you to analyze the contents of a call, enabling you to monitor and improve agent performance and customer satisfaction. MORE
David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. He was asked to lead the team that developed Walt Disney World’s overall business continuity plan in preparation for Y2K. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Carole McCluskey: Create Memories That Count by SMG Events. MORE
In today’s time, contact centers for businesses play an important role in managing all the customer interactions across various channels. MORE
Throughout the history of the United States, African Americans have been recognized for the sacrifices they’ve made to protect the freedoms that they weren’t always privileged to freely enjoy. MORE
Dialing technologies are a must-have tools for any contact center running phonecampaigns. These tools typically offer three modes of campaign management - contact preview, progressive and predictive - as well as a number of options aimed at increasing the level reachability. MORE
Regardless of the size of a construction company, customer and employee activities are critical in the business. While customers contribute in the form of referrals, feedback, and direct contracts, employees handle construction processes. MORE
Churn is a naughty word. Ah, yes. Churn. The dreaded kryptonite of all SaaS companies. Churn occurs when the client does not renew their subscription with your SaaS company. MORE
IRVINE, Calif. – (Feb. 22, 2021) – Alorica Inc., a global leader in customer experience solutions, has been named on the well-known International Association of Outsourcing Professionals’ (IAOP) 2021 Global Outsourcing 100 (GO100) list for its seventh year in a row. MORE
Role: Director of Customer Experience Location: Charlotte, NC, US Organization: Ekos As a Director of Customer Experience, you will oversee a world-class customer lifecycle and all aspects of client health including onboarding, support, value realization, and contract renewal, while spearheading further adoption of Ekos services for the customers. MORE
Contact: Liz Cahill for Edify Labs. PR Press Release Technology Awards Edify Labs technology Award TMC MORE
77 For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. MORE
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