Mon.Apr 06, 2020

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Easy Ways You Can Reduce Answering Service Costs

Ambs Call Center

We’re all trying to tighten up expenses during this crazy time and the family at Ambs Call Center is here for you. Learning about ways to streamline your account can dramatically reduce your answering service costs. All without affecting the service level to your customers.

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What Does ‘Omnichannel Customer Engagement’ Mean?

Comm100

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service.

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The three secrets of work from home productivity

5CA

Because 95% of our team works from home and we have been working this way for over 15 years I feel confident that I can help people to understand what it is really like to build a work from home strategy.

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5 Top Customer Service Articles For the Week of April 6, 2020

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. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. (Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

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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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Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences

Satrix Solutions

More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. While not the primary catalyst, these efforts also provide for reinforced employee retention and increased product appeal to current and even potential

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Wellbeing Leadership Suggestions to Fight with COVID 2019

Etech GS

This is an unprecedented moment worldwide. We should come together and fight this battle against the novel coronavirus with a sense of responsibility and keep calm throughout. COVID-19 has already affected people we know, our company, our customers, our communities and our countries that we care deeply about. There is no playbook for this unprecedented moment in time, not even the experts know how it will play out. .

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Where to apply for a SBA PPP Loan?

FiveStars

Last Friday, the SBA began accepting PPP loan applications from SBA approved lenders. The PPP lending climate is very fluid and changing day by day as national banks, community banks, and fin-tech aggregators have all been scrambling to respond to the SBA’s guidance. Fivestars’ primary focus is to provide the latest information for small businesses […].

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Webinar: Lessons Learned in Rapid Migration to Remote Based Work

Aspect

The second Thursday of each month, Aspect partners with the Aspect Software User Group Association (ASUGA) to bring topics from thought leaders around the world and Aspect product experts. These sessions are designed to provide insight and value to all ASUGA members and focus on industry trends, best practices and tips and tricks. This week we’re sharing a special edition of our next ASUGA webinar, Thursday, April 9 th at 12:00 PM EDT (17:00 BST, 9:00 AM PDT) There is no Such Thing as the “New

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Medical Practice Benefits from Partnering with a Call Center

Ansafone

Every medical care institution, company or practice needs a reliable and robust BPO provider or call center service. The partnership of the two is one that will determine the success of its future. With the rise of healthcare needs, a call center can be an important partner in growing and scaling any medical practice. As … Medical Practice Benefits from Partnering with a Call Center Read More » The post Medical Practice Benefits from Partnering with a Call Center appeared first on Ansafone

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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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Covid's Work-at-Home Impact on Financial, Insurance & Medical

OrecX

The Covid-19 pandemic has radically changed the day-to-day working landscape of the Financial, Insurance and Medical industries. While its impact on Medical may seem a bit more obvious, there are various scenarios which you may not be thinking of. The same goes for Financial and Insurance professionals. Most of these individuals are having to fulfill their work duties from home, utilizing VoIP, softphones, mobile phones or landlines - and sometimes a combination thereof.

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How should agents handle calls when customers are sharing their concerns about the Coronavirus pandemic?

DMG Consulting

Question: How should agents handle calls when customers are sharing their fears and concerns about the Coronavirus pandemic – or other personal issues, for that matter? Answer: Although the current COVID-19 pandemic is different from anything we’ve experienced and worked through to date, fundamental contact handling communication or “soft” skills that have been around for years can still help guide interactions between customers and agents during these trying times.

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When “Virtual” is Better:

Skybridge

A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. In their recent Wall Street Journal article, writers Sharon Terlep and Sarah Krouse do an exceptional job of spelling out how so many brands ended up here, unable to answer and respond to even their most urgent customer calls, how many

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Supporting Collaboration with WFH is a Team Effort

Jon Arnold

That’s the title of my latest post running on BCStrategies. As a BC Expert , I’m a regular contributor, and this time around, I wanted to share takeaways from a webinar I was on last week. The webinar was hosted by Metaswitch , and we were joined by Poly, and together we reviewed the challenges and opportunities for carriers in supporting end customers as they adapt to work from home.

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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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Measuring Customer Satisfaction With NPS, CSAT and CES Scores

Advantage Communications

Keeping track of customer satisfaction and loyalty is key to a successful business strategy, and it will give your organization vital feedback on how your customer service is performing and which aspects you can improve upon to create a competitive advantage.

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Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it. For contact centers, it’s an ideal opportunity to rise to the challenge.

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Introducing the XM Professionals Network Online Forum

Customer Experience Matters

XM Institute is launching the XM Professionals Network Online Forum, (XMPN Online). The goal is to help XM professionals around the world connect with each other, learn from each other, and tap into the latest thinking from the XM Institute. The post Introducing the XM Professionals Network Online Forum appeared first on Experience Matters.

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Steps to Gain Competitive Intelligence For Your Business

Ann Michaels and Associates

Gaining insights as to what your customers experience on the path to purchase is more important than ever. One bad review online, one lost email, or a phone call message that was never returned can break any business. It gets a little trickier when you are a B2B company. There are steps to take to gain some insight. B2B Mystery Shopping. You may be wondering what in the world is B2B mystery shopping?

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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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Did You Know? You can now test SMS messages

Spearline

About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. For further information, or if you have any further questions.

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Cincom and New Dawn Solutions Announce Partnership

Cincom

Companies Join Forces to Deliver a Better Way to Configure, Price and Quote Complex Products and Services. Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that it has entered into a partnership with New Dawn Solutions, LLC, a firm that provides implementation and post go-live support services for Microsoft Dynamics, to implement CPQSync by Cincom.

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Brand Move Roundup – April 6, 2020

C Space

The Brand Move Roundup – April 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

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Mobile gaming: unauthorized spending increases with people at home

5CA

With more and more companies providing work-from-home possibilities, and children spending more time at home during school breaks, many tend to fill the time previously spent commuting or at after-school activities on picking up new or old hobbies. It comes as no surprise that playing video games is one of those favored hobbies.

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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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Waterfield Technologies Announces the Acquisition of Forty 7 Ronin

Waterfield Technologies

Accelerating CX in the Contact Center Tulsa, Oklahoma – April 1, 2020 –Waterfield Technologies (WTI), a leading enterprise software and professional services organization providing voice and conversational AI solutions that […]. The post Waterfield Technologies Announces the Acquisition of Forty 7 Ronin appeared first on Waterfield Technologies.

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April 6 – Customer Success Jobs

SmartKarrot

Role: Customer Success Operations Program Manager Location: San Jose, California Organization: Nutanix. Work with the company’s senior and executive leadership, including EVP of Customer Success to define, launch and drive strategic and operational CS programs. Identify and structure key strategic projects/initiatives to solve complex business challenges by working with business stakeholders across the organization, managing communications, overseeing milestones and timelines, and leading

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Tenfold Powers Salesforce High Velocity Sales (HVS) with Native CTI for more than 100 voice platforms

Tenfold - Contact Center Blog

Tenfold provides Advanced CTI for Salesforce High Velocity Sales (HVS) giving enterprise companies and global teams the solutions they need to enable this high-powered offering from Salesforce with fully integrated voice. Tenfold integrates High Velocity Sales with more than 100 voice platforms including Avaya, Cisco, Genesys, Skype for Business, RingCentral and more.

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Business Operations under COVID-19

Cincom

Business operations do not necessarily have to come to a complete stop during the COVID-19 global health emergency. The coronavirus known as COVID-19, no doubt, caused the amendment or outright modification of more than a few business plans. Measures put into place to mitigate the transmission of the virus during the 14-day incubation period physically separate all of us by the recommended minimum of two meters.

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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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PMCTreize Generali sets up remote working model in 48h for its contact center agents thanks to the flexibility of Vocalcom Cloud solutions

VocalCom

As the COVID-19 crisis settles in everywhere in the world, companies are confronted by new challenges with regard to maintaining their business operations while preserving the health of their staff. This is the case in the insurance industry, in which contact centers are important facilities established for handling customer service and optimizing the customer experience.

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Campaign Monitor empowers marketers worldwide with Talkdesk technology

Talkdesk

Campaign Monitor is a global technology company that provides an email marketing platform that’s easy to use yet extremely powerful, giving more than 250,000 customers the email tools to make lasting impressions on their audiences. Helping marketers around the world succeed is Campaign Monitor’s main mission and motivation. The company provides software that enables marketing teams to easily create, send and measure the impact of email campaigns, consequently increasing sales and user engagement

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3 Benefits a Customer Success Platform Provides Remote Teams

ClientSuccess

For many of us in SaaS-based businesses, the recent uncertainty surrounding the COVID-19 pandemic means that, while our offices are closed, we’re working from home full time. While the rise of team management tools like Slack or Google Hangout has definitely made this transition easier, specific departments are being forced to figure out how they want to weather this extended period at home.

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