Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

Contact Center Pipeline

NOVEMBER 19, 2020

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations are interrupted. With customer service as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance. Delivering top-notch service […].

Contact Center 147

Contact Center Customer Service Call Center Technology 147

CSM Magazine

NOVEMBER 19, 2020

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you. Nonetheless, academic writing is a very useful skill that you must acquire as a manager.

Management 139

Management outsourcing Construction Employee engagement 139

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. Automating processes and tasks is a key step to reducing stress and boosting productivity. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

Contact Center 136

Contact Center Average Handle Time Customer centricity Call Center 136

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Cyara

NOVEMBER 19, 2020

There is nothing as scary as testing against a production system. The number of possible “what if” scenarios include everything from system crashes and software failures, to faulty reporting and annoyed agents. Yet, running test calls through production is the only way to monitor all aspects of the customer experience. So is there a way to safely validate the production system without the risk of causing a career-ending situation?

Customer Experience 128

Customer Experience Technology 128

HelpCrunch

NOVEMBER 19, 2020

What concepts do spring to your mind when it comes to building bridges with your customers? I’m all but certain you picture this: nice talks, smiley faces, and “Have a good day!” message tails. However, [ … ]. The post How to Create a Customer Intimacy Strategy in 8 Effective Steps appeared first on HelpCrunch blog.

118

118

Babelforce

NOVEMBER 19, 2020

Do you remember this from your teenage years: you’d leave a gig late at night, get out your smartphone and try to order an Uber, but… oh no! They’re on surge pricing so you have to book with Lyft instead. No? You’re shaking your head. That never happened to me because Uber didn’t exist back then. Neither did Lyft. Nor even smartphones. But a whole generation has grown up with that kind of convenience in their pocket.

Contact Center 98

Contact Center Personalization Accountability Customer Experience 98

Call Experts

NOVEMBER 19, 2020

Are you in charge of finding new ways to generate leads for your business? Have you ever considered contact centers and call centers? You have come to the right place. Success with lead generation strategies makes a significant difference in your business’s bottom line. But, the practice doesn’t end with the lead generation. Once you receive the lead, you have to nurture their experience to convert them into customers!

Best practices 98

Best practices Contact Center Call Center Telemarketing 98

Spearline

NOVEMBER 19, 2020

With Black Friday's built-up enthusiasm about to be launched across retail stores and websites, contact centers are another industry that will quickly be affected and should be prepared for the spike in traffic. If you operate a contact center, you must ensure that your agents are not left abandoned or fatigued. You need to be proactively prepared for your customers during one of the busiest periods of the year.

Contact Center 98

Contact Center Interactive Voice Response First call resolution Surveys 98

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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

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Ameyo

NOVEMBER 19, 2020

Virtual call center solution is quickly transforming the face of customer service, and the global pandemic has given acceleration to it. Many businesses are pushed a decade ahead of the technology and fortunately, the call center agents can now get the flexibility to work from their preferred locations. As ‘work from anywhere’ has become a … The Virtual Call Center Starter Kit: Tools You Need to Run an At-home Call Center Read More » The post The Virtual Call Center Starter Kit: Tools

virtual call center 97

virtual call center Call Center call center solutions Technology 97

Nuance

NOVEMBER 19, 2020

The logistics and realities rural hospitals face have unique complexities vs. organizations in metropolitan or urban settings. The challenges of rising costs, new regulations, changing reimbursement models, clinician burnout, and staffing shortages are intensified in the rural community. Rural hospital risk compounded with the COVID-19 pandemic and surges.

Healthcare 95

Healthcare 95

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. The problem is that many API integrations facilitate the bare minimum when it comes to data sharing and functional app connectivity.

CRM 82

CRM Contact Center APIs Customer Service 82

Upstream Works

NOVEMBER 19, 2020

As the pandemic continues and businesses continue shifting focus to accommodate necessary changes, we’ve seen brand new drivers of customer experience (CX) success arise. These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. 1.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

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

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. But for many businesses, it is. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. The problem is that many API integrations facilitate the bare minimum when it comes to data sharing and functional app connectivity.

CRM 82

CRM Contact Center APIs Customer Service 82

Nuance

NOVEMBER 19, 2020

Aortic emergencies, as a category, have “one thing in common: if not diagnosed and managed in due time, they are life threatening.” Thus, responding to them effectively requires the rapid activation of a complex health ecosystem; and even when these responses are done well, the healthcare team must still battle against unfavorable mortality odds. Such [.

Healthcare 90

Healthcare Management 90

ConvergeOne

NOVEMBER 19, 2020

It goes without saying that 2020 has been the most chaotic year of our lifetime, and changes we have experienced this year are likely to remain in place for the foreseeable future—if not indefinitely. The way that we collaborate with each other at work, the way our children are educated at school, and even how we spend our personal time with clubs, family, and church have changed.

Education 88

Education Service level Personalization Management 88

VirtualPBX

NOVEMBER 19, 2020

All users of our Unlimited Minutes Plans and VirtualPBX 1000 Plans will now receive voicemail-to-text transcription as part of their system reminder emails. Your users have always had the ability to receive alerts about new voicemail messages through brief emails. Now those alerts have been expanded to include Voicemail Transcription , which offers computer-generated text that matches the messages callers have left to the voicemail box associated with those users.

Management 85

Management Personalization 85

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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.

Self service

NICE inContact

NOVEMBER 19, 2020

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day. There are a lot of other indicators that impact customer loyalty and overlooking them can lead to missing the mark on customer experience.

Metrics 79

Metrics Contact Center Customer Experience Best practices 79

Avoxi

NOVEMBER 19, 2020

Twenty-twenty has been an unpredictable year, to say the least. Despite the business disruptions caused by the pandemic, your customers are still expecting an exceptional experience every time they call into your business. AVOXI’s product and development teams have been hard at work optimizing, streamlining, and enhancing our contact center software to keep your inbound… The post AVOXI’s 2020 Contact Center Software Product Highlights appeared first on AVOXI.

Contact center software 62

Contact center software Contact Center 62

NICE inContact

NOVEMBER 19, 2020

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

Contact center software 62

Contact center software Contact Center Best practices Call Center 62

Alorica

NOVEMBER 19, 2020

With Black Friday just around the corner, this holiday season is projected to be unlike any other, especially with announcements from major retailers like Walmart and Target to close their stores on Thanksgiving Day. Brands can no longer depend on the rush of holiday foot traffic to keep sales momentum, and with the explosion of e-commerce creating new methods of shopping.

Sales 62

Sales Customer Service 62

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

PeopleMetrics

NOVEMBER 19, 2020

What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? What role do real-time alerts play in a Voice of Customer (VoC) program? What are the best types of alerts? How do you use them? In this edition of PeopleMetrics LIVE! , we talked about 3 different types of Voice of Customer (VoC) alerts (Recover, Recognize & Grow), and provided some practical tips and guidance on how to set up your team to successfully and effectively respond to real-time alerts.

Surveys 62

Surveys Accountability Feedback Customer Experience 62

Interactions

NOVEMBER 19, 2020

This holiday season is unlike anything we had ever imagined. COVID-19 has changed everything that signifies the holidays – the gatherings, the travel, and well, the shopping! Retailers around the country are gearing up for the most important time of the year while maintaining the safety of their customers and employees. . COVID-19 has changed consumer behavior dramatically.

Chatbots 62

Chatbots Sales Customer Experience Technology 62

Concentrix

NOVEMBER 19, 2020

Moving your contact center to the cloud can deliver remarkable benefits! The post From Chaos to Harmony: 3 Ways Cloud is Better appeared first on Concentrix.

Contact Center 62

Contact Center 62

Jon Arnold

NOVEMBER 19, 2020

Got a new webinar shout-out here - am back with another RingCentral engagement, and it’s on Tuesday, December 8 at 2pm ET. Heading into the last month of the worst-year-ever, we’re all looking ahead to hopefully better things in 2021. For businesses still going with their premises-based phone systems - the value proposition is weakening, and with many workers happily entrenched at home, it’s going to be difficult to keep supporting them this way in the year ahead.

voip 59

voip 59

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

Journey mapping

Concentrix

NOVEMBER 19, 2020

Telecommunications company delivers record CSAT with text messaging. The post Sending a Message about Digital Transformation appeared first on Concentrix.

Telecommunications 62

Telecommunications 62

CSM Magazine

NOVEMBER 19, 2020

Good customer service requires quick and efficient attention to client needs. While customers may be happy to wait for certain results, there are some things you should never make them wait for. Boost your reputation for great customer service by ensuring that you don’t make them wait for these basics. 1. Price Estimates, Price Lists, and Quotes. Customers may be willing to wait for delivery of goods and services, but they do want to know what they’ll cost before they commit.

Complaint resolution 59

Complaint resolution Wait times Consulting Consulting 59

Ameyo

NOVEMBER 19, 2020

COVID-19 has changed the way brands & consumers interact, and the BFSI sector is not an exception. And as with other verticals, digital started becoming the preferred channel of interactions. One of the leading public sector banks viz SBI changed its work-from-home policy to work-from-anywhere in response to Covid-19. Also, the efforts to encourage contactless … Will the Indian Financial Sector Be More Tech-driven Post The Pandemic?

Banking 52

Banking call center software Call Center 52