Contact Center Pipeline
MAY 14, 2020
Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public organizations are proactively hiring CX strategists to design and guide their customer-centric transformation initiatives. Other organizations are choosing to self-navigate a learning curve to explore how to make CX improvements.
Transparent BPO
MAY 14, 2020
by Jason Sterns, VP, Business Development We are surrounded in our day-to-day world by metrics and measurements that track how we are doing, from the gauge in our cars that ensures we aren’t speeding to the number on the bathroom scale we might not agree with at times. Despite the comfort level with metrics in […]. The post 10 Tips to Set KPIs to Align with Your Company’s Goals appeared first on Transparent BPO.
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Nicereply
MAY 14, 2020
Be sure to use the strategies above to boost your customer-facing activities, retain your existing customer base, and continue delivering superior customer service. The customer experience (CX) is not a new concept, but it’s certainly one that has taken off in recent years. As increasing competition in digital spaces becomes the norm, the interaction that a consumer has with a company has become more important than ever.
Beyond Philosophy
MAY 14, 2020
Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.
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Taylor Reach Group
MAY 14, 2020
‘ By Peg Ayers. If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
MAY 14, 2020
Until recently, just 10% of patients took advantage of telehealth in lieu of an in-person visit—but that is changing rapidly before our eyes. So many of us have been told to stay home, to work from home, to shelter in place. Following these guidelines means shifting more and more of our interactions to digital platforms [.] The post Increased Health Risks and a New Telehealth Playing Field appeared first on What’s next.
VirtualPBX
MAY 14, 2020
Like most organizations, you want to keep your business efficiency high. Your scheduling system keeps employees and managers on task. Your calendars keep everyone informed about company goals. Yet parts of your operations might not meet your expectations. How can you inch forward the average inbound ring time at your call center or the number of calls that reach voicemail instead of a storefront employee?
Spearline
MAY 14, 2020
In this whitepaper, we examine the impact of connectivity and communication practices on emerging markets. One of our responsibilities as thought leaders is to help educate and guide global organizations about where they can improve their networks by providing excellent standards of communication with their customers. Throughout this whitepaper, we will explore and discuss what exactly an emerging market is, provide insight into the vital role telecommunications networks play, and ask if the qua
Ameyo
MAY 14, 2020
There has been a digital shift with consumers choosing alternative channels to connect with the brand or seek customer support. Customer engagement is no more confined to traditional channels like voice or emails, its time for omnichannel customer engagements. And today we are going to talk about one such channel – VIDEO! There is no … Video Engagement Channel: For a True Omnichannel Experience Read More » The post Video Engagement Channel: For a True Omnichannel Experience appe
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.
Toister Performance Solutions
MAY 14, 2020
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. My wife, Sally, and I bought The Overlook in October, 2016. It's lost money every year.
Cincom
MAY 14, 2020
Cincom has counted thousands of companies as customers over its 50 years in the software and services business. We have been privileged to work with many exceptional companies and to get to know many more exceptional individuals during that time. But sometimes it takes a crisis like COVID-19 to open our eyes to see the greatness in the people and companies we interact with on a daily basis.
NICE inContact
MAY 14, 2020
Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.
Interactions
MAY 14, 2020
Everyone is talking about The New Normal. How will life be different after the pandemic has ended? One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months.
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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.
Guru
MAY 14, 2020
One of my favorite activities to work on as a product marketer is win/loss reviews. Every time an Account Executive closes an opportunity in Salesforce—either Closed Won ?? or Closed Lost ??—we ask them to introduce one of our product marketing managers (PMMs) to their main point of contact to do a win or loss review. It’s a chance to get unfiltered feedback from prospects and future customers about our messaging and positioning, sales process, product offerings, and more to help us learn and gr
Concentrix
MAY 14, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, various countries have announced new packages designed to offset the economic impact of the pandemic. Others are continuing to gradually reopen select industries and establishments. The following is a roundup of key events that have happened around the world in the last 24 hours.
NICE inContact
MAY 14, 2020
Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.
HelpCrunch
MAY 14, 2020
A long-lasting impression has a great impact on the customer experience. And who is in the frontline when a customer comes in to form that impression? You guessed it right — customer service representatives. Given [ … ]. The post 9 Ways to Grow a Customer Service Mindset in a Team appeared first on HelpCrunch blog.
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!
Enghouse Interactive
MAY 14, 2020
Dealing with the Human Side of it All. The unexpected emergence of COVID-19 is requiring that organizations move at unprecedented speed to serve their customers with the quality they have come to expect, and to care for their employees in ways they never considered. With compassion. Organizations are realizing that their contact centers are the single most important point of contact they now have with their customers…which is shining a very strong spotlight on how those employees engage with t
Nuance
MAY 14, 2020
A surge in online grocery shopping over the past several weeks as a result of shelter-in-place orders is fast-tracking the growing trend of ordering food and drugs online, influencing retailers to deliver the digital-first grocery shopping experience of tomorrow – today. Recent surveys show 52 percent of U.S. consumers have shopped for groceries online because [.
TeamSupport
MAY 14, 2020
Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many different touchpoints factoring into customer satisfaction, from ticket response time to NPS (Net Promoter Score) and everything in between, getting actionable information in a timely way can be a challenge. This doesn’t mean you should take the easy way out when it comes to measuring customer satisfaction.
ConvergeOne
MAY 14, 2020
Zoom: Perception vs. Reality. Negative Press: We have undoubtedly all heard the many reports questioning the security readiness of Zoom as of late. Are there impactful vulnerabilities, and is Zoom safe? We have even seen negative fallout due to some of the reported concerns. For example, the New York City school system has banned the use of Zoom as a direct result of the perceived security flaws within the Zoom platform.
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.
Anexa BPO
MAY 14, 2020
We all know that Texas is the second largest state in the US – the heavily populated state covers approximately 268,596 square miles, making it larger than any country in Europe. With almost 29 million residents, Texas is not only large in scale, but in marketing potential. Perhaps one of the most important facts is that its Hispanic population makes up approximately 37% of Texas residents – that’s roughly 11 million people.
Cincom
MAY 14, 2020
Cincom has counted thousands of companies as customers over its 50 years in the software and services business. We have been privileged to work with many exceptional companies and to get to know many more exceptional individuals during that time. But sometimes it takes a crisis like COVID-19 to open our eyes to see the greatness in the people and companies we interact with on a daily basis.
Nuance
MAY 14, 2020
A surge in online grocery shopping over the past several weeks as a result of shelter-in-place orders is fast-tracking the growing trend of ordering food and drugs online, influencing retailers to deliver the digital-first grocery shopping experience of tomorrow – today. Recent surveys show 52 percent of U.S. consumers have shopped for groceries online because [.
Injixo
MAY 14, 2020
One-to-one meetings, team meetings, online training, on-site training, coaching sessions… Every planner struggles with incorporating these into the schedule. Are they even necessary? Don’t they just create worthless overhead, distracting agents from their job? How can you keep these activities from impacting service levels?
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.
Babelforce
MAY 14, 2020
If you list the best features to add to your IVR services, ‘conversation skills’ are a slam dunk. We’re going to look at why that is, but here’s the short version: your IVR is better if it can listen. Listening well is the cornerstone of customer service. You teach it to agents. So why not teach it to your most productive ‘agent’ – your IVR. What is Conversational IVR?
pindrop
MAY 14, 2020
The financial services industry is reacting in real-time as widespread telecommuting and a general environment of confusion has exposed an uptick in fraudulent activity and a higher susceptibility to customer service disruption. The challenges facing today’s financial institutions go beyond the obstacles inherent in transitioning whole segments of the workforce to remote working.
Babelforce
MAY 14, 2020
If you list the best features to add to your IVR services, ‘conversation skills’ are a slam dunk. We’re going to look at why that is, but here’s the short version: your IVR is better if it can listen. Listening well is the cornerstone of customer service. You teach it to agents. So why not teach it to your most productive ‘agent’ – your IVR. What is Conversational IVR?
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