Thu.Nov 19, 2020

Contact Centers Are Using More Call-Backs Than Ever


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.

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

Contact Center Pipeline

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.

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What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone.

Why Academic Writing Skills Are Useful for Managers

CSM Magazine

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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Taking charge of community health: The power of rural hospitals


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.

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Testing in Production. Safely


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.

The Power of Sharing Saves Lives: hospital wins battle against time for one patient’s aortic emergency


Aortic emergencies, as a category, have “one thing in common: if not diagnosed and managed in due time, they are life threatening.”

How To Get Customers To Wear Masks

Toister Performance Solutions

Two hair stylists in Springfield, Missouri developed coronavirus symptoms, but kept working. The first stylist, we'll call her Stylist A, got a COVID test six days after symptoms first appeared. She continued serving clients while awaiting the results.

Receive Voicemail-to-Text With Our Newest Feature


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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Top Leading and Lagging Metrics to Track to Improve Customer Satisfaction (CSAT)

NICE inContact

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.

AVOXI’s 2020 Contact Center Software Product Highlights


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.

5 Key Aspects of Cutting-Edge Contact Center Software and How to Choose the Right One

NICE inContact

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.

WATCH NOW: What Are the Best Voice of the Customer (VoC) Alerts? How Do You Use Them? | PeopleMetrics LIVE!


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! ,

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

2020 Holiday CX Trends


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!

Ready for the Bracingly High Expectations of Your Young Customers?


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. You’re shaking your head. That never happened to me because Uber didn’t exist back then.

Embrace the digital era by automating key business processes in the contact center


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.

My Next Webinar with RingCentral - the Case for Cloud Telephony in 2021

Jon Arnold

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.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Milk & More Carries on in a Crisis With Secure Automated IVR and Agent Assisted Payments From Encoded

CSM Magazine

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.

How Unifyed is Focusing the Responsibilities of a Customer Success Team


When Sukhpreet identified that the team was not excelling as much as hoped, she started to look deeper into the customer needs. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Customer Success is a concept that isn’t well defined.

Beyond CRM Contact Center Integration: Why Data Unification Is the Key to Customer Service Success


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.

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Ensuring an Optimal Microsoft Teams Experience for Your End Users


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.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

How to Create a Customer Intimacy Strategy in 8 Effective Steps


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, [ … ].


Will the Indian Financial Sector Be More Tech-driven Post The Pandemic?


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.

Best Practices for Effective SaaS Revenue Forecasting


Revenue recognition is not that straightforward in a subscription-based business model. For a traditional revenue model, the forecasting job is quite simple and easy. You sell a product for $10 and your revenue is $10. As simple as that.

The Virtual Call Center Starter Kit: Tools You Need to Run an At-home Call Center


Virtual call center solution is quickly transforming the face of customer service, and the global pandemic has given acceleration to it.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Importance of Video Chat Contact Center Software for Banks


Banks and Financial institutions are the backbones of any economy. Since digitalization is happening in almost every sector, the banking sector is also getting digital. With such a huge customer base, it becomes very important to provide high levels of customer service.

Key Considerations for Customer Service in the Hospitality Industry

CSM Magazine

Like any customer facing industry, the world of hospitality is built on customer service. For those in ownership and management roles within the sector, understanding the importance of service to the customer experience is absolutely paramount.

Bob Kobek Vlog 6: CX questions


In his latest Vlog, president Bob Kobek explains the type of CX questions you should be asking and the ones you should avoid. The post Bob Kobek Vlog 6: CX questions appeared first on CustomerCount.