Mon.Feb 22, 2021

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How Does Live Call Coaching Improve Customer Service Conversations?

Advantage Communications

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.

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25 Call Center Technology Trends to Watch in 2021

Callminer

Read this blog to learn about the 25 top trends for 2021 in call center technology.

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5 Top Customer Service Articles For the Week of February 22, 2021

ShepHyken

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. (CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are o

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The Importance of Creating a Complete Business Continuity Plan for Contact Centers

CCNG

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. Business continuity is not just applicable for call centers, but for any organization / any type of business.

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The 2023 Verint Experience Index: Retail

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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How to Create a Multilingual Chatbot in 10 minutes

kommunicate

A chatbot is a tool to automate conversational experience and to simplify human interaction with customers for your businesses. Chatbots, can understand and respond to human inputs through voice or written language. It is used to automate frequently asked questions, lead capturing, Virtual assistant to customers, and many more tasks. What is a Multilingual Chatbot?

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The 3 “I”s to Empower Your Call Center Supervisors in 2021

Outsource Consultants

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. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level.

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Black History Month: Sharing Stories of Bravery & Perseverance

Sykes

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. This dates back to the Revolutionary War, where Crispus Attucks, a Black man, was said to be the first man to die in the rebellion. Another example is Abraham Galloway, who served as a spy for the Union army and posed as a slave to gather intelligence and set up spy networks in the South.

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Digital contact centers: The future is now

NICE inContact

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. This creates two issues: a contact center that stays in the past can cost your business a lot of money, and you might be missing out on turning the contact center from a cost center to a profit center.

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Customer Growth Game Changer: Totango Breaking Records and Rewriting the Rules for Customer Success

Totango

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. However, by his second season in the league, Brady became the starting quarterback for the New England Patriots and led his team to their first Super Bowl title.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Alorica Secures Coveted Spot on IAOP’s 2021 Global Outsourcing 100 for Seventh Consecutive Year

Alorica

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. This recognition features the world’s best outsourcing service providers and advisors from across all industries.

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UC Today Video Panel - CPaaS Vendors and Tech to Watch in 2021

Jon Arnold

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. Doesn’t help to be led my companies with funny-sounding names that give no clues about what business they’re in - Twilio, Plivo, Sinch, etc.

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Secondary Effects of Churn: Part 1 of 2

Education Services Group

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. And if enough churn occurs among your subscriber base, then you don’t have much of a company left; therefore, it is prudent to understand both the first and second degree effects of churn on your company.

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PIPEDA – How and Why Comm100 Complies to Canada’s Privacy Law

Comm100

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. With technology and data so key to our lives, it’s almost impossible to keep tabs on who has our data and what it’s being used for. For any business to thrive, they need their customers to trust them, and to do this, they need to prove that they take personal privacy seriously.

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The Open CCaaS Advantage Report

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.

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Preview, Progressive and Predictive Dialers. Which One to Choose?

NobelBiz

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. But what can each dialier offer to your organization ? The post Preview, Progressive and Predictive Dialers.

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10 Best Practices to Get the Most Out of Speech Analytics

LiveVox

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. With only around 11% of businesses currently using speech analytics capabilities, a large percentage of businesses have not taken the opportunity to implement a technology that can play an […].

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8 Reasons You Need Language Services for Your Business

Certified Languages International

Does your business need telephone interpreting services ? What about localization, document translation, or video remote interpreting? Yes. OK OK, we’re admittedly a little biased. In reality, it can be a tough decision, especially if you’ve never worked with a telephone interpretation, document translation, or language services company before. And we know the cost and implementation of multilingual support can seem prohibitive or out of reach.

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An Insight Into Contact Center Software with Email channel for Contact Centers Services

Hodusoft

In today’s time, contact centers for businesses play an important role in managing all the customer interactions across various channels. Also known as e-contact center or customer interaction center, the key role of contact centers is to provide assistance to the customers in the form of customer service and technical support. To streamline the communication across a number of channels, the contact center makes use of advanced contact center software.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Automate Your Quote-to-Cash Faster with CPQSync™ by Cincom®

Cincom

Virtual Conference with Purely CRM and Microsoft MVP, Rick McCutcheon. Cincinnati, OH (February 17, 2021) – In order for manufacturers to stay competitive and thrive in 2021 and beyond, the need to digitize business and streamline configure, price and quote processes has never been more important than it is today. Join Cincom Systems, Inc. and Purely CRM for a conversation with Microsoft MVP, Rick McCutcheon.

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Why Your Call Center Needs To Integrate TCN’s Call Center Software

TCN

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.

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Influitive Takes Customer Engagement Data to the Next Level

Influitive

Measuring your customer advocacy and community program’s success is critical for growing membership, boosting engagement, and delivering even better customer experiences. We’re excited about the recent release of Reporting 360, a wholly redesigned reporting and analytics suite powered by Looker and customized just for Influitive customers. This release combines brand new data and reports, robust […].

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How Staff Can Protect Their Data and Company Information Whilst Working From Home

CSM Magazine

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. Often employees may be more lapse about data security when working from the comfort of their home, but they should be making it a priority, both on a personal and professional level.

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Contact Center Dialers Demystified

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.

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Using Encounter Prioritization to Solve Critical CDI Challenges

Nuance

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. They might prioritize a particular payer or unit, or focus on the [.] The post Using Encounter Prioritization to Solve Critical CDI Challenges appeared first on What’s next.

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How Can Good Construction Site WiFi Help Enhance Customer Service in the Construction Sector?

CSM Magazine

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. With construction site WiFi, however, you can optimise employee, contractor, and project management activities for enhanced productivity.

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Customer Satisfaction: How to Make Your Customers Happy Instead of Competitors

Voiptime

Do you want to make your competitors happy? Definitely not. But if you don’t care about customer satisfaction in your call center it may well happen. Let’s try to find out how to measure and improve this important metric.

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Edify Labs Named a 2020 Tech Culture Award Recipient by TMCnet

Edify

Contact: Liz Cahill for Edify Labs.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Complete knowledge base management guide for enterprises

Knowmax

Complete knowledge base management guide for enterprises.

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Diversity and Inclusion in Customer Success: Why It Matters

SmartKarrot

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. As is often the case with diverse groups, each will signify a wide-spectrum of values that will innately help with building better relationships with customers.

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Sales Strategy Planning: Step By Step Guide

aircall

Sales strategy planning can help you meet both short- and long-term sales targets, carrying you through the first 90 days and beyond to successfully achieve your overall business goals. However, it can get a bit overwhelming in the beginning, which is why some entrepreneurs skip this step altogether. . But that doesn’t mean you should shy away from getting the most out of your sales strategy planning phase.

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