ChaseData

JANUARY 28, 2019

We all like to think our employees are doing the most that they possibly can with their paid time, but are your call center agents really making the best use of theirs? It can be difficult to determine whether they are – but in most call centers, there is always room for improvement when it comes to agent productivity. Here are some call center agent tricks to help your staff make better use of their time and boost call center productivity - without sacrificing employee satisfaction.

Call Center 56

Call Center Management 56

NICE inContact

JANUARY 28, 2019

I’ve ditched a company due to bad customer service before… have you? If so, you and I reflect the 8 in 10 consumers that are willing to switch companies due to poor customer service. We, like most consumers, have come to expect high quality interactions at each company touchpoint. That’s why it’s critical that contact centers have solid quality programs bolstered by a strong call center evaluation scorecard. .

Call Center 54

Call Center Contact Center Quality management Analytics 54

SmartAction

JANUARY 28, 2019

Level Setting at a Time of Rapid Change. AI-powered virtual agents present significant potential to improve the customer experience (CX) in the contact center. The advantages of automating more customer care-related processes are real and it’s important to understand why these new AI-powered options are superior to the traditional automation that most contact centers offer.

Virtual Agent 48

Virtual Agent Interactive Voice Response Self service Contact Center 48

Beyond Philosophy

JANUARY 28, 2019

Customer Experience is having some growing pains. There are a lot of reasons for it, which I have shared before. However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. We discussed these five areas in a recent podcast.

Consulting 349

Consulting Consulting Benchmark Personalization 349

Advertisement

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.

ShepHyken

JANUARY 28, 2019

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. What Do Customers Really Think Of Your Brand? by Athina Mallis. (Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold.

Customer Service 241

Customer Service Customer Care Contact Center Customer Experience 241

Myra Golden Media

JANUARY 28, 2019

Every week I silo for three uninterrupted hours to invest in myself. For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. If I’m in my office during this three-hour window, my phone is on Do Not Disturb and my inbox is paused. Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read.

Entertainment 166

Entertainment Personalization Customer Service Customer Experience 166

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. From telling you that the majority customers are extremely annoyed with your new website design to predicting that your customers are about to switch to your closest competitor, there are so many valuable insights that are lost if you’re only looking at your NPS as a number. .

Surveys 98

Surveys CRM Upselling Analytics 98

Aspect

JANUARY 28, 2019

Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports. With many companies offering discounts during Cyber Week last year, one could assume that these kits were once again popular holiday gifts in 2018.

Management 92

Management Finance Healthcare Call Center 92

HelpCrunch

JANUARY 28, 2019

Looking for a free live chat tool? We've got 10 of them! Just choose what suits your business best. The post Top 10 free live chat tools appeared first on HelpCrunch blog.

Sales 81

Sales Marketing Customer Service 81

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.

Customer Experience

Aspect

JANUARY 28, 2019

Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports. With many companies offering discounts during Cyber Week last year, one could assume that these kits were once again popular holiday gifts in 2018.

Management 82

Management Finance Healthcare Call Center 82

Certified Languages International

JANUARY 28, 2019

A lot hinges on an interpreter’s ability to accurately and quickly interpret questions about plan benefits for a prospective limited English proficient (LEP) beneficiary during CMS test call season. That’s why many language access companies, like CLI, focus their preparation efforts on making sure their interpreters are prepared to handle all aspects of a CMS call.

Healthcare 75

Healthcare Call Center Education 75

aircall

JANUARY 28, 2019

Team morale can be hard to gauge. However, knowing how well your team is doing is key to making informed decisions that benefit both your team and your organization. Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member.

Employee engagement 67

Employee engagement Surveys Morale Feedback 67

Etech GS

JANUARY 28, 2019

Customer Experience successfully drives the business to the path of growth and profit. It is the critical competitive differentiation that sets a business apart from its competitors. Here are the three technologies that are imperative for delivering the best customer experience. Said so, it is essential to understand that the technology is just the enabler and a good CX is the outcome of the consolidation of people, processes, and technology.

Technology 70

Technology Customer Experience Big data Analytics 70

Advertisement

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.

Self service

Customer Service Life

JANUARY 28, 2019

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem: the best insights are housed in the customer conversations (phone call recordings and chat and email transcripts) and it’s traditionally been incredibly time consuming or costly, to garner actionable insights.

Analytics 60

Analytics Coaching Engineering Contact Center 60

Outsource Consultants

JANUARY 28, 2019

On February 5, 2017, building supply company 84 Lumber was poised to vault to national notoriety. The relatively unknown building supply company was running an ad during Super Bowl LI. The 90 second spot told the story of a mother and her daughter but ended abruptly on a cliffhanger, instructing viewers to visit their website to learn the duo’s fate.Millions of viewers, many of them with smartphone already in hand, obliged.

Call Center 59

Call Center outsourcing call center solutions Contact Center 59

GetFeedback

JANUARY 28, 2019

A Net Promoter Score isn't just a number. Learn how to use your NPS survey results to boost customer retention and provide the best customer experience.

Surveys 60

Surveys Customer retention Customer Experience 60

Cyara

JANUARY 28, 2019

We’re often discussing customer engagement here on the Cyara blog. I recently sat down with the person who is Cyara’s front-line guy for engagement with our customers. Cyara just appointed George Skaryak as EVP of worldwide sales, a role in which he will be interacting with current and future customers across three continents. Right before he hopped on his next flight, I caught up with him to learn more about how he sees the CX market and Cyara’s role within it.

Sales 52

Sales Marketing Personalization Contact Center 52

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!

Feedback

CrazyCall

JANUARY 28, 2019

Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! (Take a look at Part 1 and Part 2 if you haven’t read them yet!). In our previous blog posts, we’ve discussed the most basic inbound and outbound call center metrics to help you ensure customer satisfaction and keep your call center agents organized. We’ve already given you some tips for KPI calculations.

Call Center 49

Call Center Metrics Average Handle Time Management 49

VocalCom

JANUARY 28, 2019

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as well as a demand for secure experiences will dominate as well.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Jive

JANUARY 28, 2019

Time is money. Given that, how much do you think you’re spending on ensuring your operational efficiency? . Considering the time you spend communicating with your team, managing paperwork, and hosting meetings with colleagues, chances are it’s a lot. In fact, according to an article published in The Muse , middle managers spend about 35% while upper management can spend as much as 50% of their time in meetings. .

Feedback 51

Feedback Management Technology 51

City Communications

JANUARY 28, 2019

If you've already made the decision to upgrade your contact center, discover the five vital questions to ask before deploying new contact center software. Doing so will help you make the most of the deployment and ensure that you've made the right decision for your business. Questions ranging from integration to tools to upgrades and more will help you start the process of integrating a successful contact center with a clear goal in mind.

Contact center software 49

Contact center software Contact Center 49

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.

Contact Center

Advantage Communications

JANUARY 28, 2019

In a previous blog, titled “ 5 Reasons Low Attrition Rates are Great for Customer Service ”, we looked at how a low attrition rate in your company’s customer service is absolutely essential to a successful customer experience. Whether you outsource your customer service to a contact center or have your own in-house team, happy and engaged employees are the very foundation of your business.

Employee engagement 45

Employee engagement Contact Center Brand ambassadors outsourcing 45

Playvox

JANUARY 28, 2019

Scaling your customer support facilities is essential to cope with increasing demand. If you don’t, you run the risk of leaving calls unanswered, tickets unsolved and social-media messages without a response (in full view of other customers).

Customer Support 40

Customer Support Customer Experience 40

Serenova

JANUARY 28, 2019

It’s been 20 years since James H. Gilmore and B. Joseph Pine coined the term Experience Economy to describe the shifting consumer appetite from commoditized products and services to complete brand experiences. Pine and Gilmore argued that consumers’ experiences with brands—and their memory of the experiences—become the product. The modern consumer’s experience expectations are now sky-high.

contact center solutions 40

contact center solutions Contact Center Marketing Customer Experience 40

Zoom International

JANUARY 28, 2019

Native Cloud solutions enable improvements to resiliency, scalability, portability and agility, however fully containerized solutions with microservice architectures equate to more overall services and individual components to monitor. In ideal environments, high availability software manages problems by moving traffic around them by restarting services, or spinning up new ones, which creates excellent up time statistics.

Metrics 40

Metrics Management Technical Support Engineering 40

Advertiser: ZoomInfo

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

Best practices

Rant And Rave

JANUARY 28, 2019

Brisk morning runs, mindfulness, spinach smoothies for brekkie… January’s a great time to make a change (even if it only lasts for the first two weeks). But there’s one change that lasts considerably longer, and that’s moving jobs. Apparently, mid-January is the busiest time for new job applications – great news for recruiters, but less exciting if you’re tasked with tackling poor employee retention rates at your own organisation.

Employee engagement 40

Employee engagement 40

Eckoh

JANUARY 28, 2019

PODCAST: Eckoh's Omni-Channel expert, Ross Sampson, discusses how Chatbots can bring real value to your contact centre engagement and increase sales.

Chatbots 40

Chatbots Sales 40

Dialer 360

JANUARY 28, 2019

This is very easy to get distracted at work. Unfortunately, the age of distraction, applications, gadgets, people and passions are continually vying for attention, may leave you feeling distracted. It would be unproductive. The less productivity may generate a vicious cycle of deadline cashing. You will never give enough time to recharge. Therefore, it can not manage tasks with your full potential.

Call Center 20

Call Center Banking Personalization Management 20