Contact Center Pipeline
MAY 20, 2020
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. These are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff. Calculating ROI for […].
HelpCrunch
MAY 20, 2020
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 [ … ]. The post What is Proactive Customer Service and How to Implement It appeared first on HelpCrunch blog.
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Transparent BPO
MAY 20, 2020
“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. We tend to agree with Hyken’s assessment, but for contact centers specifically, what does “business as usual” in this “new normal” look like? Many contact centers, including those […].
ShepHyken
MAY 20, 2020
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. She recently responded to one of my tweets, which was the creative spark for this post.
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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.
TechSee
MAY 20, 2020
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. TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
MAY 20, 2020
Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it.
CustomerServ
MAY 20, 2020
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.
Uniphore
MAY 20, 2020
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. They are considered to be one of the most vulnerable places for the spread of this contagious virus.
Wowdesk Blog
MAY 20, 2020
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. An outstanding service or product indeed makes people your customer in the first place, but the after-sales support is something that decides whether they would stay loyal to you or jump ship to your
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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
LiveVox
MAY 20, 2020
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. In this short webinar, you’ll hear about the performance analytics and metrics that can help you understand the bigger picture of how your business outcomes and strategies are being impacted by. The post On-Demand Webinar: Key Metrics You Should Be Watching to Evaluate Your WFH Performance appeared first on Livevox.
Wowdesk Blog
MAY 20, 2020
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. . Great customer support builds trust and helps in establishing a long-term business relationship.
SharpenCX
MAY 20, 2020
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. And, you’ve culled through tips on how to engage remote teams and keep productivity pulsing through your dispersed workforces.
OrecX
MAY 20, 2020
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. That's right, with poor quality audio capture, the transcription engine struggles to discern what was said by the customer and the agent, and the results are flawed.
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.
NICE inContact
MAY 20, 2020
Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Concentrix
MAY 20, 2020
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. The following is a roundup of key events that have happened around the world in the last 24 hours. Global update: There have been 5,044,796 confirmed cases of COVID-19, 1,998,665 recoveries and 327,439 fatalities reported.
NICE inContact
MAY 20, 2020
Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. First agents had to be set up with the tools and technology to be productive in their new setting. Once agents were home and safe, priorities shifted to keeping them engaged and productive. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.
Totango
MAY 20, 2020
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. Earlier this year we launched the SuccessBLOC marketplace to make finding best practices and templates easier.
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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.
Cincom
MAY 20, 2020
How COVID-19 Changes the Workplace. Organizations are beginning to reopen their offices to employees. In almost all cases, the workplace and company they left will be a far different place moving forward. The differences will be evident in things like physical distancing between employees, the ubiquitous use of gloves and facemasks and a new etiquette that relates to common areas such as restrooms, kitchenettes and copy centers.
Nuance
MAY 20, 2020
Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.
Influitive
MAY 20, 2020
We’ve been hard at work building new things here at Influitive and we thought it would be good to do a quick review of what we’ve built and what’s been released recently. Let’s jump right in. Custom Profile Fields Personalization is critical for your customers to feel as though their experience is in fact, their […]. The post Recent Updates to the Influitive Platform appeared first on Influitive.
Cincom
MAY 20, 2020
How COVID-19 Changes the Workplace. Organizations are beginning to reopen their offices to employees. In almost all cases, the workplace and company they left will be a far different place moving forward. The differences will be evident in things like physical distancing between employees, the ubiquitous use of gloves and facemasks and a new etiquette that relates to common areas such as restrooms, kitchenettes and copy centers.
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!
Nuance
MAY 20, 2020
Consumers want choice. Contact Centers are the front-door to those choices. When thought of as Virtual Engagement Centers powered by a range of customer input options from voice and video to text, Contact Centers are vital lifelines for organizations’ digital transformation and customer engagement strategies. And, while the shift to using digital channels like SMS [.
Skybridge
MAY 20, 2020
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. But as time has worn on, it’s becoming more and more clear that this has also been a period of unprecedented innovation, collaboration, and breakthrough problem solving.
kommunicate
MAY 20, 2020
Recently, I met a SaaS veteran in a brewery tucked in a cozy corner of Bengaluru, India. He emphasized on the fact that the ability of SaaS product to integrate with a number of other apps, and creating a connected and centralized workflow network is the future. And I couldn’t concur more. On similar lines, [.]. The post Introducing Zapier Integration – Now Connect Kommunicate With 2000+ Apps appeared first on Kommunicate Blog.
Hodusoft
MAY 20, 2020
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. In this regard, tailored visual healthcare experience with a call center solution in place will surely help the patients to communicate with doctors when needed.
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
Skybridge
MAY 20, 2020
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. But as time has worn on, it’s becoming more and more clear that this has also been a period of unprecedented innovation, collaboration, and breakthrough problem solving.
5CA
MAY 20, 2020
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. Game marketing truly has changed in the era of digital, community, and influencers.
C Space
MAY 20, 2020
The Brand Move Roundup – May 19, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
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