Contact Center Pipeline
MARCH 17, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company: WFMSG provides a unique and simplified approach to forecasting and scheduling contact center agents and is used by hundreds of the world’s most widely […].
TechSee
MARCH 17, 2020
In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Failure to achieve a first time fix means more downtime for the customer, another tech dispatch and lower satisfaction ratings. Technicians are therefore expected to arrive fully prepared, armed with knowledge about the history of the problem and any previous work on done on site, as
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UJET
MARCH 17, 2020
A strong customer support team is integral to the success of any business. But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences.
Aspect
MARCH 17, 2020
Contact Center Community –. I have always believed it is important to deliver the right message at the right time. The COVID-19 pandemic is challenging many of our conventions every day. What it will never change is that most people sincerely want to help other people. I have spent the last several days writing, calling and working with customers I have developed relationships with.
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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.
GetFeedback
MARCH 17, 2020
The most popular CX metrics catalogued by purpose and best use case.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
MARCH 17, 2020
Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed. Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. This is largely due to complex and inflexible tools that are difficult to customize and require IT resources, developers or professional services to build and
Customers That Stick
MARCH 17, 2020
It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “ customer lifetime ”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I don’t really rant for the sake of ranting, because that makes these posts about me and not you, and that’s not what we’re about.
Nicereply
MARCH 17, 2020
A happy support team should never feel like it’s them against the world (even though your worst outages may make it feel like that at times). The world will celebrate the seventh annual International Day of Happiness on March 20, 2020. The International Day of Happiness was started by the United Nations in 2013 with the goal of bringing greater focus and recognition to the importance of happiness and well-being in the lives of people around the world.
Up Your Service
MARCH 17, 2020
As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened.
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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
Tethr
MARCH 17, 2020
There’s no getting around it, COVID-19 has already seriously impacted businesses and people alike. In the coming weeks (probably months) organizations must continue to adjust in order to maintain business operations. Businesses who weren’t previously prepared have been rapidly forced to come up with continuity plans. Just as natural disasters can affect every part of a company and its staff, it is now apparent that international viruses can be equally damaging—if not, more so. .
inSided
MARCH 17, 2020
Yes—times are hard. As the cases of Coronavirus (Covid-19) increase on an hourly basis, the difficulties we face do too. It’s hard and for some companies life threatening. But we cannot give up and we must look for ways to get out of this situation stronger. Faced with a lot of travel and personal contact restrictions, there has never been a better time to build—and engage with—your online community.
Fonolo
MARCH 17, 2020
“Hyundai, like Sunday.”. I asked for it. I asked for the correct pronunciation of that internationally-renowned and beloved car brand, and now I’ll never forget it. And neither will you. Hyundai: You’ve probably heard of it; the name again on the tip of everyone’s tongues thanks to a memorable, highly-lauded SuperBowl Hyundai Sonata 2020 commercial featuring John Krasinski, Rachel Dratch, and Chris Evans sporting some iconic Boston accents — “Smaht Pahk” — an ad which has so far attracted
Strikedeck
MARCH 17, 2020
Shane gives tips on how to retain your customers through improved customer service.
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.
Waterfield Technologies
MARCH 17, 2020
Organizations around the globe are struggling to manage the rapid influx of customer outreach resulting from COVID-19. The post Supporting Your Agents and Customers Throughout the COVID-19 Crisis appeared first on Waterfield Technologies.
Liveops
MARCH 17, 2020
4 Tips for businesses who are embracing a work-at-home workforce. Today many workers are sitting in their make-shift home offices for the first time. Many more will soon be working remotely. With the COVID-19 pandemic quickly spreading, many companies are encouraging their teams to exercise social distancing or requiring historically in-office employees to work from home.
NICE inContact
MARCH 17, 2020
Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc. In honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Meet Meryl Sonon, Senior Engineering Manager in NICE inContact’s R&D organization.
Liveops
MARCH 17, 2020
Today many workers are sitting in their make-shift home offices for the first time. Many more will soon be working remotely. With the COVID-19 pandemic quickly spreading, many companies are encouraging their teams to exercise social distancing or requiring historically in-office employees to work from home. Whether your teams are seasoned remote workers, or this will be their first time working outside the office, a distributed workforce doesn’t have to be a hassle.
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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.
GetFeedback
MARCH 17, 2020
How to connect your CX results to the overall performance of your organization.
Injixo
MARCH 17, 2020
Employee engagement can be a huge problem. The latest employee engagement trend report by Quantum Workplace reports that 30% of the workforce is moderately engaged at best (that is 1 out of 3 employees!). Another study , by Cornell University, reports that contact centers experience a 25% to 33% attrition rate on average. But depending on the size of the center and the industry, average turnover rates are between 45% and 60%.
GetFeedback
MARCH 17, 2020
The top CX metrics—NPS, CSAT and CES—and how to use them successfully.
JustCall
MARCH 17, 2020
What makes a good sales team? A good sales manager leading a moderately-performing sales team? Or vice versa? It is better to have a skilled sales manager over a team of sales reps. A sales manager pretty much drives the sales process of a company. From training sales teams to implementing the sales processes, sales managers have a very complex and versatile role.
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!
GetFeedback
MARCH 17, 2020
How to measure customer loyalty across your customer experience program.
JustCall
MARCH 17, 2020
What makes a good sales team? A good sales manager leading a moderately-performing sales team? Or vice versa? It is better to have a skilled sales manager over a team of sales reps. A sales manager pretty much drives the sales process of a company. From training sales teams to implementing the sales processes, sales managers have a very complex and versatile role.
Hodusoft
MARCH 17, 2020
It can always be a challenge for a small enterprise to compete with larger or more established competitors. Today, however, various tech-driven developments are enabling smaller businesses to take steps to streamline their operations, improve results, and ultimately become more competitive. So, from improving internal communications to modernizing customer services, we’re taking a look at some tech changes small enterprises ought to embrace in 2020. 1.
Maru Group
MARCH 17, 2020
Delivering meaningful connections with digital qualitative alternatives. The world has changed drastically in the past week. School closures, social distancing measures and inventory shortages has led to many of our clients and friends asking how best to support their employees and act as good global citizens at this time. But consumers, too, are struggling to adapt practically and emotionally to the ‘new normal’.
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
5CA
MARCH 17, 2020
Four years ago at the World Economic Forum (WEF) in Davos, WEF Founder Klaus Schwab predicted that the world of business wa s about to undergo a radical and sudden change. He called it the ‘Fourth Industrial Revolution’ and based his prediction on a wave of digital technology that would create a world of unprecedented connectivity. The world is changing.
Maru Group
MARCH 17, 2020
If you can’t go to the mall, can you do surveys? It’s a good question. With so many of our regular rules of social conduct being upended, it’s important to consider what effect the Coronavirus crisis is having on survey research. Will people stop wanting to do surveys? Will the people who do the surveys be weird? Has our ability to get representative feedback from citizens and consumers changed forever?
JustCall
MARCH 17, 2020
With competition creating lofty tides in the market, both candidates and recruiters have tightened up their seat belts. A well-phrased job description easily catches the audience, be it the applicant or the recruiter. But, are you still figuring out what to highlight in a Customer Service Representative job description? In this blog, you will get to know what responsibilities customer service representative jobs comprise.
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