Fonolo
JUNE 30, 2020
So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”.
TechSee
JUNE 30, 2020
Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning. These activities almost always have a negative effect on operations. Human schedulers must keep up to date with multiple technicians, including their availability and skills.
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NobelBiz
JUNE 30, 2020
Business continuity strategies during COVID 19 take into account how rapidly industries are changing in terms of IT and WFH solutions. More expert insights and frank talk based on actual customer experiences from international agencies inside! The post How Does WFH Affect a Contact Center Supervisor’s Responsibilities? appeared first on NobelBiz®.
Contact Center Pipeline
JUNE 30, 2020
More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored the value of frontline staff, what works and doesn’t work for contact center operations in the near- and long-term, as well as how the agent’s role is evolving. Also, Pipeline readers […].
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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.
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
JUNE 30, 2020
Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.
Noble Systems
JUNE 30, 2020
According to market research firms, the call center analytics field, especially for speech analytics, is one of the fastest-growing segments in the call center management technology market. Let’s look at what Speech Analytics is, and how the business insights it produces impact the contact center and the customer experience. What is Speech Analytics?
Certified Languages International
JUNE 30, 2020
Elizabeth Garvin, CLI’s director of HR. We thought it was high time we stopped hiding. It hasn’t been on purpose — it’s easier to talk about our interpreters and the incredible work they do. They are the reason non-English-speaking individuals can feel empowered to access the services they need. But for every Spanish interpreter we work with, there’s a CLI recruiter vetting their skills to ensure you receive only the best service.
Customercount
JUNE 30, 2020
Innovative Sales and Marketing is the subject for the second interactive Resort Trades Telephone Town Hall on July 16 at 1:55 ET. This complimentary virtual event features two of the industry’s leading proponents in sales and marketing, Shari Levitin and Ron Roberts. They will share their knowledge and experience then take live questions and comments […].
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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
Nicereply
JUNE 30, 2020
Providing a great and easy to use customer experience is the rising tide that floats all ships. It may feel like your product is unique, but it’s not. The fact of the matter is that it is so easy to create and market products today that there are probably at least three other companies doing the same thing as you. Sorry to say, but your product is probably the thing that differentiates you least from the companies around you.
Hero Digital
JUNE 30, 2020
Discretionary spending has taken a hit since the start of the COVID-19 pandemic — whether that hit is driven by circumstance (limited spending opportunities), choices (preparation for uncertainty), or necessity (loss of income). Restaurant and retail sales have started to bounce back, but industries like travel — which has higher price points and continued concerns around safety — are still feeling the pain of the pandemic.
Calabrio
JUNE 30, 2020
After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you. Calabrio’s recent Evolving World of Work study —which researched how the COVID-19 pandemic impacted and will continue to impact customer service expectations and contact center operations—found i
Spearline
JUNE 30, 2020
Managing telecommunications networks, call routing and dial plans can be challenging. Add multiple sites, multiple products or agent skill sets, and multiple carrier partners in the mix, and things might even get “fragile” at times. Spearline Voice Assure - Realtime delivers fantastic value in this complex space. Network engineering teams around the world have shared experiences that become legendary.
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.
GetFeedback
JUNE 30, 2020
Simplified CX YouTube series episode on how to run a successful VoC program.
Nuance
JUNE 30, 2020
Like many of my cybersecurity colleagues, I have friends and family members who are not exactly sure what I do for a living. Most of them are certain about one thing however, if you have security questions, “Just ask Leslie”. So, over the years I have shared advice on a great variety of topics ranging [.] The post At Home I’m a Cybersecurity Help Desk appeared first on What’s next.
OrecX
JUNE 30, 2020
"In software, an audio codec is a computer program implementing an algorithm that compresses and decompresses digital audio data according to a given audio file or streaming media audio coding format. The objective of the algorithm is to represent the high-fidelity audio signal with minimum number of bits while retaining quality." (wikipedia). Oreka AC ( Audio Capture ) streaming audio capture solution for speech analytics supports Opus , the highest fidelity and highest bitrate codec.
ConvergeOne
JUNE 30, 2020
In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. Customer behavior is continuing to drive this change. It can be overwhelming to consider how all customer contact departments need to evolve to care for this exponential rise in expectations.
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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.
Tethr
JUNE 30, 2020
Stop forgetting the customer in QA measurement. Are you ready to learn how to unlock details on how the specific contributions agents make are tied to business outcomes? Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences. Unsure if your organization is successfully aligning agent quality with effort reduction?
Guru
JUNE 30, 2020
It’s probably not surprising that the best customer support experience I’ve ever had was with Amazon. The company is known for setting the bar on customer delight, and with good reason.
Revation Systems
JUNE 30, 2020
SAN FRANCISCO–( BUSINESS WIRE )– Revation Systems , a leader in cloud-based, compliant messaging and communications, today announced the latest release of its flagship platform, LinkLive. Version 9.1 includes innovative enhancements to improve customer experience and security including groundbreaking chat functionality. LinkLive is unified communications software hosted in the cloud designed for healthcare and banking organizations that offers a broad range of capabilities including
NICE inContact
JUNE 30, 2020
What is new is the impact that rapid digital technology advances have had on younger age groups. "Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.
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!
Strikedeck
JUNE 30, 2020
Keri talks about how to guide and engage clients in today's climate.
Vcaretec
JUNE 30, 2020
As a premier call center outsourcing center in the USA , we look for the very best customer service reps in the industry. We dedicate a lot of time and energy to training our service reps to provide immediate help and service, resolve issues during the first call, and to have great product knowledge. That being said, there are a few qualities we look for in customer service reps during the hiring process that cannot be taught.
GetFeedback
JUNE 30, 2020
Simplified CX YouTube series episode on how to use the CSAT metric.
Hero Digital
JUNE 30, 2020
Consumer behavior and spending habits have changed significantly since the start of the pandemic — because of circumstance, necessity, or by choice. As states lift stay-at-home orders and businesses begin to re-open, the big question is: will consumer spending follow? While everyone is eager to get the economy back on track, there are lasting concerns about financial stability, health, and safety that continue to hold some consumers back.
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
Customercount
JUNE 30, 2020
Innovative Sales and Marketing is the subject for the second interactive Resort Trades Telephone Town Hall on July 16 at 1:55 ET. This complimentary virtual event features two of the industry’s leading experts in sales and marketing, Shari Levitin and Ron Roberts. They will share their knowledge and experience then take live questions and comments […].
Maru Group
JUNE 30, 2020
As we continue to explore the pet care space through our Pet Care Pod, this week in Episode 3 we focus on labeling fatigue and confusion in pet food. Clean, natural, organic? How do consumers make sense of these terms and what helps them determine if a brand or variety is the right choice for their pet? Erica Ruyle, SVP of Qualitative Insights at Maru/Matchbox, joined me once again to share her behavioral science insights, as well as her insights from the recent qualitative research conducted on
Cincom
JUNE 30, 2020
CPQ solutions have been around for quite some time and most customers of these solutions, industry analysts, system integrators, scholars, and CPQ vendors agree that these solutions can make a big difference to a company’s bottom line. This is great, but how does a customer determine what “Return on Investment” (ROI) they can actually achieve with a CPQ solution?
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