Wed.May 20, 2020

Boost ROI by Enhancing Contact Center Agent Performance

Contact Center Pipeline

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months.

What is Proactive Customer Service and How to Implement It

HelpCrunch

Today customers expect more from companies than ever before. They decide between brands that invest in their needs and are committed to delivering the best service possible. Customers can afford to have the highest expectations [ … ].

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How Contact Centers are Responding to the COVID-19 Crisis

Transparent BPO

“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken.

The Peace of Mind Call

ShepHyken

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

TechSee recognized in Gartner Cool Vendors in CRM Customer Service and Support 2020 report for its significant advances in Computer Vision AI for customer service

TechSee

Two years ago, we cracked open the champagne when Gartner named TechSee as a Cool Vendor in its CRM Customer Support and Service Report. TechSee was honored as a pioneer in Computer Vision AI-powered Visual Assistance for customer service, based on our proprietary, multi-patented technology.

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More Trending

Get more out of SuccessBLOCS and APIs

Totango

Hi, We are two months in and finally we are starting to see the light at the end of the tunnel. While we have been sheltering-in-place we have been very busy building some exciting new functionality for you. SuccessBLOCs continue to be a focus for the second release of our Belize update.

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Get Your Guide: The Top 10 Fears and Misconceptions of Outsourcing Your Call Center

CustomerServ

Over the years, CustomerServ has answered numerous questions from business leaders about outsourcing. Misconceptions and fears related to outsourcing often prevent organizations from experiencing the benefits of a strategic partnership with the right call center vendors. Industry Insights

Redundancy: Preparing Customer Care for Crisis Situations

BlueOcean

Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….”

On-Demand Webinar: Key Metrics You Should Be Watching to Evaluate Your WFH Performance

LiveVox

Last week, LiveVox’s Jason Queener and Aaron Easley met to discuss how to optimize new workflows and get back to previous standards of performance.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Contact Centers Are Not Dead. Course-Correct Your Strategy Now.

Nuance

Consumers want choice. Contact Centers are the front-door to those choices.

Supercharge Your Agent Workforce With These 8 Bots

Jacada

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.

What are the Core Benefits of a Help Desk Software?

Wowdesk Blog

It is essential to build and maintain good relationships with your customers. . Loyal ones will continue to give you steady business, and eventually, act as your brand advocates – thus bringing in new leads. . However, to retain your customers, it’s important to work on after-support service.

Why healthcare industries should use Contact Center Software

Hodusoft

One cannot deny the fact that the patients seek the utmost support from the hospitals and laboratories at the time of emergency. Gone are the days when the patients used to wait in hospitals for their turn. Now, patients seek effective methods for immediate care.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

5 Ways COVID-19 Has Changed Call Centers Forever

Skybridge

The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right.

Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters

Comm100

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk with a live chat agent, post a question on Facebook, or even text you through SMS.

Supercharge your community for increased engagement, retention and organic reach

5CA

Did anyone see that Assassins’ Creed Valhalla announcement trailer? Of course you did. Chances are you did not discover it on your own, but instead it appeared on your social media channels, most likely shared by a fan of the franchise or an influencer. At least that is how it happened to me.

5 Customer Support Service Mistakes That Can Hurt Your Business Performance

Wowdesk Blog

It is common for humans to make mistakes, but when you are a customer support agent, you ought to leave no room for errors. . A strong customer base is an essential part of the business, and poor customer service can greatly impact your company’s performance and image. .

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

5 Strategies to Use for Customer Acquisition in 2020

CSM Magazine

No business can thrive without new customers. And in order to get new customers, a company has to have a good customer acquisition strategy. A customer acquisition strategy needs to be a crucial business component. If you fail to devise one, you will struggle with business growth.

Don’t deny your customers the ability to pay

Eckoh

Alternative Payments mean you can offer every possible payment channel to your customers. Apparently, we spend more than one day per week online - largely due to the 78% of us doing so on our smartphones. In fact, we’re’ so tied to them that we check them every 12 minutes.

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The impact of knowledge on current customer satisfaction

Eptica

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. Published on: May 20, 2020.

Hi-Fi Audio Capture Powers CX through Speech Analytics, BI and AI

OrecX

Enterprises and customer service organizations use speech analytics today to analyze customer interactions to assess agent performance and identify service gaps. That likely isn't news to you, but what might be is that speech analytics results rely IMMENSELY on the quality of the audio recording.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Lead With Empathy and Watch Poor CX Fade: 4 Methods for Workforce Managers to Reconstruct Remote Work With People, not Processes, in Mind

SharpenCX

I read an article last night talking about how big tech is handling work during the pandemic, and one line stood out: companies aren’t in any rush to get back to the office. By now you know that work (and life) is different than we thought it’d be in the new decade.

COVID-19 Global Update May 20, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, several countries have extended national states of emergency while others continue the gradual process of reopening economies.

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How the cloud makes work easier for contact center agents

TELUS International

Next-Gen Technology

Capitalizing on the Digital Customer Experience

Cincom

The Imperative. While the notion of the “customer experience” is not new, the energy and action that businesses are starting to devote to the digital aspects has reached new levels in the wake of the COVID-19 pandemic and “shelter-in-place” mandates.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.