Callminer
FEBRUARY 10, 2020
The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone can do their job uninterrupted, allowing customers on the lines to benefit from fast, efficient service.
ChaseData
FEBRUARY 10, 2020
Debt collection is a challenging profession to work in. Your agents speak to people every day who would probably rather not hear from them. They are seen as an aggressor or a “bad guy”, despite their training in managing exchanges politely and professionally. It can be very frustrating - and that’s just a typical day at the office! To make work easier and less stressful for your agents, your job as a manager is to provide them with the tools they need to make accounts receivable management less
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GetFeedback
FEBRUARY 10, 2020
We kicked off our Customer Experience (CX) Ambassadors Program in January featuring an interview with Myshka Sansoin , manager of customer advocacy and self-service activation at BRP. This month, a few members of our team — including yours truly — had the privilege of meeting, Graham Clark, one of our CX Ambassadors, at his place of work: B Cellars Vineyards and Winery in Napa, California.
Beyond Philosophy
FEBRUARY 10, 2020
Beyond Philosophy did research late last year with our clients and within the marketplace to sort out what business wants in the next decade. The results showed the mantra in business today is growth. However, defining business growth is essential here because it will dictate how you go about gaining it. . We discussed what growth is to organizations and how to approach getting it in today’s marketplace on a recent podcast [TL1].
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Customer Service Life
FEBRUARY 10, 2020
Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. I’ll keep this one short and sweet. Articles. The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
FEBRUARY 10, 2020
Hola Costa Rica! 70 countries and counting … Welcome Costa Rica to Spearline fixed line testing! We are delighted to announce that Costa Rica has joined our list of certified countries for fixed line testing. We secured fixed line services directly with Telefónica to support the testing of toll and toll-free numbers. About Telefónica.
Nextiva
FEBRUARY 10, 2020
Conducting surveys is a smart business practice that enables you to keep your finger on the pulse of your organization. Surveys allow you to get critical feedback from the people who matter the most – your customers and employees. Figuring out survey best practices can take time to get the most out of them for […]. The post 23 Survey Best Practices + Examples appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
OrecX
FEBRUARY 10, 2020
BPOs have among the highest agent turnover rate in the contact center industry. This issue can cause significant cost pressures to the customer service organization as it can cost upwards of $7,000 to on-board and train a new agent. And when they leave, all of that learning and knowledge is lost. Fortunately, call recording and high-fidelity audio streaming can help improve agent satisfaction to help you keep your staff happy, while at the same time improving customer satisfaction.
Certified Languages International
FEBRUARY 10, 2020
Many forward-thinking organizations consider interpreting services a value-center rather than a cost-center, integrating them as an indispensable component of their customer service or care delivery model. They know that offering interpreting services can help maintain customer trust and loyalty, reach a more diverse market, and empower individuals to take control of their health and well-being.
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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
GetFeedback
FEBRUARY 10, 2020
Interview with Graham Clark, sales and marketing manager at B Cellars, a vineyard in Napa Valley, CA, about his career in the customer experience space.
Jon Arnold
FEBRUARY 10, 2020
Last week was quite the blur with back-to-back industry events, and am chairing another one this week. As such, time is short, and for now I can only manage to share a few photos from last week’s Cisco double-header in San Jose. First was their Collaboration Analyst Summit, followed by their Contact Center Deep Dive. I was in the cohort of analysts attending both events, and there’s lots to talk about.
Interaction Metrics
FEBRUARY 10, 2020
Portland, OR: Feb. 10, 2020 – For its proven customer experience excellence, Yaskawa America has won the Interaction Metrics 2019 Gold Award. This is the fifth year in a row, Yaskawa America has achieved this honor. To achieve the Gold Award, Interaction Metrics sent surveys to Yaskawa customers and employees. 93 aspects of Yaskawa performance were analyzed and the data was statistically valid with less than a 5% error rate.
Sampson Lee
FEBRUARY 10, 2020
In my opinion, there are three long-held beliefs in the customer experience (CX) world which adversely affect the dreams and careers of CX professionals: 1. Customer obsession. 2. CX transformation is needed to become a customer-centric company. 3. Improving customer experience will drive business results. CX professionals have a noble aspiration “Customer-centricity is a commitment […].
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.
Genroe
FEBRUARY 10, 2020
We performed some Net Promoter Score comment coding work for a successful Australian health fund called nib health insurance. At the time nib had recently de-mutualised and was very focused on providing its customers with the best levels of service possible. Nib had investigated the use of NPS® had started to use transactional Net Promoter Score, […].
LiveVox
FEBRUARY 10, 2020
5 Financial Services Use Cases for Two-Way SMS In the financial services industry it can be tough to differentiate your brand because, well, you’re not all that different. Chances are that you offer nearly the same services as most of your competitors do. So how do you stand out in a crowd and give your. The post 5 Financial Services Use Cases for Two-Way SMS appeared first on Livevox.
Etech GS
FEBRUARY 10, 2020
As cybercriminals find new ways to infiltrate an organization’s private data stores, we are seeing an increasing number of breaches being reported in the news. When a breach has the potential to affect organizations, it must be ensured that the facts are communicated to the teams through the release of an emailed Security Brief. If the breach is critical, organizations must opt to send a Security Alert that will come in the form of an email as well as an SMS.
Spearline
FEBRUARY 10, 2020
Hola Costa Rica! 70 countries and counting … Welcome Costa Rica to Spearline fixed line testing! We are delighted to announce that Costa Rica has joined our list of certified countries for fixed line testing. We secured fixed line services in Costa Rica directly with Telefónica. About Telefónica. Telefónica is one of the largest telecommunications companies in the world by market capitalization and number of customers.
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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.
Etech GS
FEBRUARY 10, 2020
As cybercriminals find new ways to infiltrate an organization’s private data stores, we are seeing an increasing number of breaches being reported in the news. When a breach has the potential to affect organizations, it must be ensured that the facts are communicated to the teams through the release of an emailed Security Brief. If the breach is critical, organizations must opt to send a Security Alert that will come in the form of an email as well as an SMS.
Helpware
FEBRUARY 10, 2020
As we move into 2020, we are forecasting our biggest growth year yet. And we’d like to start with a major announcement.
Robert Davis
FEBRUARY 10, 2020
A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Brad Baumunk , President and COO, Robert C. Davis and Associates . Robert C. Davis and Associates’ quick laps with a purpose model helps contact center leaders focus on the positive outcomes happening with their agents and call out individual success. We all like to be recognized, and we help leaders build the skills to be genuine and thoughtful with their approach to this.
Helpware
FEBRUARY 10, 2020
As we move into 2020, we are forecasting our biggest growth year yet. And we’d like to start with a major announcement.
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!
Robert Davis
FEBRUARY 10, 2020
A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Brad Baumunk , President and COO, Robert C. Davis and Associates . One thing we know for sure is that contact centers get very busy. Sometimes, everyone on the team is on call after call after call! During busy times like these, supervisors should still do quick laps (Robert C. Davis and Associates’ quick laps with a purpose model): Standing behind team members one at a time and listening for them to do what they agreed to do.
pindrop
FEBRUARY 10, 2020
In a world where technology continues to evolve, most companies are currently experiencing a digital transformation. However, companies aren’t made up of just one channel of operation – and it may be hard to determine priority. Over the years, we have noticed that the call center is often pushed to the back burner, making it the weakest link. .
Robert Davis
FEBRUARY 10, 2020
A four-part series: Part 1 | Part 2 | Part 3 | Part 4. By Brad Baumunk , President and COO, Robert C. Davis and Associates . Robert C. Davis and Associates’ quick laps with a purpose model can be a powerful tool for your supervisors. As part of this process, a great way to validate that team members are working on their commitments is to ask them, “Please give me an example.”.
NameShouts
FEBRUARY 10, 2020
NameShouts does its job: name pronunciation. If you’re here reading this, you’ve probably given it a try and found this is true. NameShouts helps people pronounce names, literally: it searches our database for you and gives you the audio pronunciation of an unfamiliar name. But in a world of productivity hacks and life optimization, doing your job isn’t enough.
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
Robert Davis
FEBRUARY 10, 2020
By Brad Baumunk , President and COO, Robert C. Davis and Associates. Recently I attended a client quarterly business review. Each quarter, they choose one of the contact center locations for the meeting, and we get time to observe leadership in action. We were deploying new coaching tactics to 17 locations for this particular client and were about 70% complete.
ShepHyken
FEBRUARY 10, 2020
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. How the Digital Era Is Redefining Customer Experience by John Finch. (No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.
Pipkins
FEBRUARY 10, 2020
Yes, Pipkins has been court ordered to supply a warning to contact center managers who are using our workforce management products. It has been determined by the governmental office of People Who Know More Than You (PWKTY), that some algorithms found in Pipkins’ products, particularly Merlang have developed unusual characteristics that sets it apart from Erlang C. .
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