Thu.May 16, 2019

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Addressing the Shadow Contact Center(s) in Your Company

Talkdesk

As a consumer – and one with an intimate knowledge of contact centers – when I’ve called to speak to a provider, I’m often trying to reach someone that I’ve spoken with previously and end up hitting zero to get out of the IVR menu because I can’t find a way to get to them directly. In many cases, when I finally get to that person through a series of manual transfers they say something along the lines of “Oh, we all just answer the phones”.

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Self-care in the contact center: A win-win for your team and your business

TELUS International

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How to Act on Results from Your Call Center Learning System

Playvox

Building an amazing customer service team takes time, effort and persistence. Even if you hire the best candidates for each role, you may still struggle to keep your whole team performing to the same high standards, completing processes in the proper way and hitting targets.

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Tips and Techniques for Coaching Success

Contact Center Pipeline

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company. It is also an important element for strengthening the all-important agent-supervisor relationship—a key to retaining top-performing talent […].

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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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Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool

Fonolo

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. And yet, limiting customer service’s definition to that superficial definition ignores a big part of its potential.

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How to Conquer These 5 Retail Contact Center Challenges

Ansafone

The point of signing a contract with an outsourced retail contact center includes providing quality customer service in a secure and profitable way. Your company saves money by not hiring more employees to answer phone calls and expects that customers will still get the service they need to continue buying your products. These expectations are … How to Conquer These 5 Retail Contact Center Challenges Read More ».

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Build a Conference Call with the Nexmo Voice API and ASP.NET Core

Nexmo

This is the sixth tutorial on how to use Voice APIs with ASP.NET series. In the previous tutorial, we learnt how to forward a call via voice proxy with ASP.NET Core. In today’s tutorial, we will learn how to setup a conference call so multiple people can join the same call. Learning objectives. In this tutorial, we will: Create an ASP.NET Core app.

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The Pitfalls of AI Automation in Customer Service and How to Avoid Them

Nicereply

Expecting an AI model to handle specific unique requests and solve complex problems that your customers might experience is simply unrealistic. AI automation has penetrated corporate life in more ways than even the most optimistic proponents dared imagine. One of the areas where it has definitely secured a foothold is in customer service, to varied success.

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Are You Suffering From a Customer Service Time Crisis?

Toister Performance Solutions

The service manager arrived at the auto repair shop for what promised to be another busy day. He opened up the lobby, booted up his computer, turned on the TV in the waiting room, and started a pot of coffee. The manager went into the shop to touch base with the mechanics as they arrived for work, and went over the day's jobs. I had an 8am service appointment, but it was 8:10 before he greeted me and checked me in.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Will Robotic Process Automation Replace Human Workers?

DMG Consulting

Will Robotic Process Automation Replace Human Workers? 4/25/2019. By Donna Fluss. View this document on the publisher’s website. The bots are marching in, a trend that is going to continue at an increasing pace as the use cases for robotics expand to address opportunities throughout organizations. Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees.

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Recap: ICMI 2019 Contact Center Expo in Florida

Unymira

Unymira’s American team was excited to catch up with ICMI attendees again and this year didn’t disappoint! ICMI 2019 in Hollywood, Florida was filled with exciting speakers and some exciting new technologies.

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Step-by-Step B2B Tech SEO that Captures your Audience

Genroe

B2B tech SEO is no easy subject. It’s more specific and therefore, a little trickier than your typical to B2B Search Engine Optimisation. So understanding the finer details of how your business and your buyer’s persona work together can make the difference between success and failure. So let’s get specific. We’re here to talk […]. The post Step-by-Step B2B Tech SEO that Captures your Audience appeared first on Genroe.

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Hungry for Pizza? Deploy the Bots!

Bright Pattern

Whether it’s a slice of cheese, pepperoni, veggie…thin crust or thick, takeout or delivery, it’s hard to say no to pizza. No matter how you slice it, with approximately $2,222 spent per person on pizza annually , it easily holds the crown of the top food for American consumers. International markets are also booming with double-digit growth in many countries with no signs of slowing down.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Prioritizing your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation

SharpenCX

Customers have ever-increasing control over their relationship with companies. Companies today work overtime to earn customer satisfaction and long-term loyalty. This means paying extra careful attention to how your company delivers on your customer experience. It’s easier and easier to. Read More. The post Prioritizing your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation appeared first on Sharpen Contact Center Software.

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All-Digital O-Bank Succeeds Without Brick-and-Mortar Branches

Avaya

Some banks add digital channels. Taiwan’s O-Bank was born all digital. It has no branches and instead provides customers with smart, convenient and customized service via a smartphone app and a 24×7 video contact center. In the two years since it launched, it has won over 260,000 customers—close to 30% of the digital bank accounts opened in Taiwan in this period and Avaya is at the heart of its success.

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Do Your Service Channels Turn Your Customers into Net Promoters?

NICE inContact

When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score®, which has been adopted widely as an indication of whether a company is successfully delivering the experience its customers want and need.

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Engineering Smarter Collaboration with Video

ConvergeOne

The stakes are high in engineering. You are tasked with driving innovation, but designs must also perform flawlessly in the real world. Collaboration is critical to the process. You must communicate design specifications, work across teams to identify and resolve potential failures, and test your design – all before you can begin product development.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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New Era of Complete Digital Experiences to Expedite the Enterprise Transition to Smart Digital Conversations

NICE inContact

Consumers today expect to interact with companies via a variety of digital channels. In fact, 91% of consumers want seamless omnichannel across messaging and real-time voice and chat. Unfortunately, a digital divide exists today. While consumers have embraced messaging and a digital first world, companies have failed to deliver. As consumers, we’re very comfortable messaging with friends and families from our always accessible phones.

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Warming Up - What is a Warm Transfer in a Call Center?

ChaseData

Calling a contact center can be a source of stress or even disdain for many people. When polled, many people respond that they don’t just dislike contact centers - they genuinely hate having to interact with them. If you don’t want your facility to be among those that they feel this way about, it might be time to consider warming up your call transfer procedure.

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Creating Accessible Digital Experiences: Behind the Scenes of Spaulding Rehabilitation Network

Hero Digital

This post was co-authored by Leah Rosing (Principal, User Research & Insights) and Wally Zielinski (Manager, Front End Engineering). Hero Digital recently launched a site redesign for our client, Spaulding Rehabilitation Network , which was designed and developed to be cutting edge, CMS-driven, and visually striking – plus completely accessible for users of all abilities and conditions.

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May 2019 PSD2 Tracker with PYMNTS.com

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Whitepages Pro has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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CX Metrics that Matter: Choosing the Right On-demand Customer Care Provider

Working Solutions

From building customer loyalty to ensuring continued growth in a hyper-competitive marketplace, offering the best possible customer experience (CX) isn’t just beneficial—it’s absolutely essential for the long-term success of any business, no matter what industry you serve. Yet if there are a compelling amount of benefits to offering a great CX, there seem to be […].

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May 2019 PSD2 Tracker with PYMNTS.com

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Whitepages Pro has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories.

APIs 40
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Is There Too Much Content? The Importance of CX in Media Streaming

Stratifyd

Estimated reading time: 5 minutes. Netflix launched in 1998 as a mail-order DVD service that would have more movies than were available at Blockbuster, and, as a film and TV buff, I subscribed in 1999. Since I was one of the earlier subscribers, I've seen the company transform from DVDs encased in a red envelope being delivered to my door, to a streaming platform.

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CX Stories: United Airlines Creates a Better Connection

COPC

As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting clients all over the world. Aside from the enjoyment I get from experiencing new places and meeting new people, my extensive travels have given me an opportunity to get a firsthand view of what the customer experience is like for many different airlines. Recently, I’ve found myself booking a lot of flights with United Airlines.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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7 things we’re excited to learn about at this year’s #Pulse19

inSided

It’s not long now until #Pulse19 and here at inSided we are pretty excited about this year’s edition of the biggest event in Customer Success! We’re really happy to be joining as a sponsor for this event and we’ve got some great happenings lined up … will you be there?

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Headed to TAUS, the Language Industry’s Top Conference, Who’s Joining Us?

Language I/O

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The Best of Empower 2019

Guru

It’s official: Guru’s first ever conference is in the books! Last week we welcomed thought leaders, industry experts, partners, customers, and knowledge seekers to Guru’s hometown of Philadelphia for Empower , our inaugural event focused on empowering our frontline customer-facing teams to deliver world class customer experiences and drive revenue.