Fonolo
JUNE 17, 2021
Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace.
Contact Center Pipeline
JUNE 17, 2021
The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems. Over the past year, the world’s contact centers have conquered overwhelming challenges. In the first month of the coronavirus pandemic, some […].
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Steve DiGioia
JUNE 17, 2021
Many companies fail to take the human factors into consideration. My belief is that any business must “ always do what’s in the best interest of the customer ”. You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But…. When automation and technology become the new “service goal”, the customer then comes second. I can’t see it happening any other way.
Help Scout
JUNE 17, 2021
We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. While they certainly jerk at the emotions and evoke a sense of wonder for the brand, they usually end up drawing attention because they are so far outside of the norm. They aren’t the typical conditions under which the company does business.
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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.
Nicereply
JUNE 17, 2021
Nicereply is so easy to use and intuitive for our customers and our team as well. Having KPIs attached to customer satisfaction helps our team elevate our approach with our clients. Cooleaf is an employee recognition and engagement platform that keeps teams connected while building workplace culture and encouraging positive behaviors. They’re a team of about 20 people, consisting of full-time and contracted employees, distributed across the U.S., Canada, and Europe.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
JUNE 17, 2021
One often-overlooked aspect of call reporting is the ability to use live statistics to help your business function. Statistics aren’t only something that happens after the fact; they can be examined live, which is the key target of our customizable wallboards that work with our Advanced Call Reports feature and the focus of our new Live & Customizable Wallboards Whitepaper.
Hodusoft
JUNE 17, 2021
HoduCC makes it to Gartner’s Category Leaders & FrontRunners List. There is nothing more rewarding than knowing that you are truly serving your customers well. HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report.
Babelforce
JUNE 17, 2021
In this post: The rise of outbound call center services What made outbound services available to every business? Do customers really expect outbound call center services? 6 Kinds of outbound service you could offer today Customer onboarding Proactive customer service Virtual queuing Customer feedback Customer retention automation Access-for-all services Your free guide to contact center automation.
Totango
JUNE 17, 2021
What is customer segmentation ? It’s a key principle for doing business in a digital environment, but many companies don’t apply it effectively. Here we’ll discuss what it means, different ways you can do it, and how to leverage technology to apply it effectively. We’ll discuss the subtle shade of difference between customer segmentation and audience segmentation, two terms with some overlap that are often used interchangeably.
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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
Solvvy
JUNE 17, 2021
Personalization and automation seem to be diametrically opposed. Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Solvvy uses persona-based routing to use the information you already know about a customer or prospect to serve them solutions and content personalized specificall
BlueOcean
JUNE 17, 2021
For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges. The newest publication from the Ryan Strategic Advisory reports on these challenges, which we explore below.
Toister Performance Solutions
JUNE 17, 2021
Employees are often confused about mission, vision, and value statements. Here are just a few of the questions I'm frequently asked: What's the difference? What are they for? Do we even need them all? These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. They’ve also come up while training thousands of employees on mission, vision, and values.
Uniphore
JUNE 17, 2021
3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return.
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.
Guru
JUNE 17, 2021
Guru is far from the only company switching to a hybrid environment once we reopen offices. A lot of businesses are choosing to embrace hybrid work or even switch to a fully remote environment, and it’s easy to see why they’re doing so.
Jon Arnold
JUNE 17, 2021
There are lots of ways for an analyst to get visibility, and while I’m the one usually doing the writing or asking the questions, it’s nice every so often to be the subject of an interview. That’s the case here, where I’m in conversation with Joe Fields of Onalytica , talking about my practice, but also my views on which companies are doing innovative work, and which technologies are the most important to stay close to.
NICE inContact
JUNE 17, 2021
Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of. Companies are fighting battles to win and keep customers based on the experiences they provide, and using the right software in their contact centers could give them the competitive edge needed to win.
Ansafone
JUNE 17, 2021
For a business and its contact center to be successful, its agents must have adequate training. Contact center agents field a high volume of calls regarding various subjects and departments. Each agent must have the training to handle these calls accurately and efficiently. If agent training is not prioritized, callers can become frustrated, causing a … The Importance of Agent Training for a Successful Contact Center Read More ».
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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.
Interactions
JUNE 17, 2021
I’m sure none of us feel confident in making annual predictions after the curveballs that we saw last year. But, we’re halfway through 2021 and it only feels right to do a check-in on where we stand with the evolution of contact centers and changes to customer experience. . Forbes published 11 CX related Predictions for 2021 late last year. I’m going to spend some time reflecting on a few of these predictions and the effect, if they prove to be true, that they will have on customers long term. .
Spearline
JUNE 17, 2021
Here are a number of useful tips you can implement to your business, ensuring your customer support teams provide the best possible experience for your customers. They are the main point of contact after all! Train your support teams. Building an effective customer support strategy requires people with the right attitude. The maxim should be, "hire for attitude, train for skills." Once in place, your business must maintain a structured training program in both work skills and people skil
Inbenta
JUNE 17, 2021
Contents: 4 reasons to track your knowledge management KPIs. Some key performance indicators (KPIs) to keep your knowledge management system on track. Companies that encourage knowledge transfer , increase their collective intelligence and boost their ability of decision-making and innovation. As a result, these companies perform better than their peers in developing a culture of continuous improvement.
LiveVox
JUNE 17, 2021
Artificial intelligence has come a long way from its early days of robotic, scripted messaging and rudimentary logic. There are so many AI customer service use cases that make interactions faster and more personal. Today, AI’s greatest power in the practical world lies not in serving as a standalone solution, but in its ability to […]. The post AI Customer Service Use Cases for the Modern Contact Center appeared first on Livevox.
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!
TCN
JUNE 17, 2021
Everyone is tired of those annoying robocalls promising a once-in-a-lifetime cruise or last offer to. The post STIR/SHAKEN: What Your Call Center Needs to Know Before the June 30 Deadline appeared first on TCN.
CSM Magazine
JUNE 17, 2021
Smooth and quick shipping is essential to ecommerce business success. 69% of consumers are much less likely to shop from a business again if their purchase isn’t delivered within two days of the delivery date promised, Business Wire reports. If you’re an ecommerce store owner, implementing effective shipping strategies will satisfy customers and keep them coming back for more.
Creative Virtual
JUNE 17, 2021
By Mandy Reed, Global Head of Marketing. Microsoft announced this week that they will stop supporting Windows 10 in 2025, with no new updates or security fixes being released after 14 October. This news comes as the company plans to reveal a new Windows operating system later this month. Screenshots of the new Windows 11 have been leaked online ahead of that virtual event – you can check them out here.
CSM Magazine
JUNE 17, 2021
The companies’ latest integration enables mutual clients to implement Yext’s modern AI search platform on Zendesk help centers, agent consoles, and ticket forms. Yext Inc, the AI Search Company, today announced new integrations with Zendesk Inc, as part of its continued focus on empowering customer support teams. Yext Support Answers , released in May, is a suite of enterprise search solutions built on Yext’s AI-powered platform for customer support use cases.
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
Unymira
JUNE 17, 2021
Published by Gartner in April 2021, this new research explains the top 10 SaaS deal terms which Gartner analysts believe are most important to consider when negotiating software contracts.
CSM Magazine
JUNE 17, 2021
Cloud-first workforce engagement management provider announces roadmap for Data Sovereignty across Southeast Asia. Calabrio , the customer experience intelligence company, has announced the availability of its cloud Workforce Engagement Management (WEM) platform via a local point of presence in Singapore. The new, regional WEM cloud service will support the growing demand in Southeast Asia for cloud-first contact centre services from local enterprises as well as global organisations looking to m
NobelBiz
JUNE 17, 2021
Frank Wassenbergh has 18 years of experience working with clients, using practical knowledge and willingness to build solutions and gain clients' trust in managing businesses and implementing technology. The post VIDEO: Being a Salesperson in the Contact Center Space appeared first on NobelBiz®.
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