Tue.Jun 08, 2021

article thumbnail

5 Important Strategies for Agent Engagement in 2021

Fonolo

Look around your call center. Do your agents seem tired, frustrated, or fed up with work? Call centers have a reputation for being difficult places to work, especially for front-line agents. This results in high agent churn or disengaged employees. A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either.

article thumbnail

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry. It isn’t easy to develop training programs, implement exercises to keep your audience entertained, and make sure all the correct […].

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Amazing Business Radio: Dr. Jeffrey Magee

ShepHyken

Stress Test Your Business to Prepare for the Bad Times. How to Identify Market Opportunities that Your Competitors Miss. Shep Hyken interviews Dr. Jeffrey Magee, one of today’s leading Leadership Strategists. He is the author of Your Trajectory Code and more than 30 other books. They discuss how to stress test your business in the good times so that you are empowered to provide a great experience to your clients even in the bad times.

Marketing 247
article thumbnail

Why You Don’t Need an AI Support Chatbot

Help Scout

Artificial intelligence (AI) shows incredible promise in 2021, but the experience of interacting with an AI chatbot is more like talking to a distracted toddler than it is to Tony Stark’s Jarvis. Still, using AI chatbots for customer service makes plenty of sense. Perhaps you’ve read about recent AI breakthroughs, seen a compelling demo, or heard that your competition is installing an AI system.

Chatbots 144
article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

What is Customer Self-Service? Value, Benefits, Best Options

HelpCrunch

I prefer self-checkouts, mobile carsharing, and online shopping. Anytime I have a question, I google it first. Whereas my 50ish dad calls taxis via phone and goes for human cashiers or physical stores. When he [ … ]. The post What is Customer Self-Service? Value, Benefits, Best Options appeared first on HelpCrunch blog.

More Trending

article thumbnail

Current Status of Speech (and Text) Analytics

DMG Consulting

Current Status of Speech (and Text) Analytics. Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically, insights into their needs and wants. These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of cu

Analytics 107
article thumbnail

PPT Solutions Announces Scott Forbush as Senior Vice President of Global Sales

ppt solutions

TULSA, OKLAHOMA, June 8, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Scott Forbush as senior vice president of global sales. In this newly created role, he will be responsible for. The post PPT Solutions Announces Scott Forbush as Senior Vice President of Global Sales appeared first on PPT Solutions.

Sales 98
article thumbnail

Meet Morgan: Manager, Implementation Team at ChurnZero

ChurnZero

ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Morgan Carson , Manager of Implementation at ChurnZero . Morgan is responsible for cultivating exceptional experiences and sustained value for our customers by acting as their guide throughout the onboarding process.

article thumbnail

Email survey subject lines: 7 Best practices to improve your open and click-through rates

delighted

Guest contribution by Dmytro Zaichenko Marketing Specialist at Mailtrap. Many companies ask their customers for feedback with email surveys , often after a product has been received or a service has been completed. Ideally, your customers see your request, open the email survey, and provide their feedback. Though the flow sounds simple enough, in practice, there are many nuanced approaches you can try to get your customer to open the email in the first place.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Your 3-Part Action Plan to Improve Customer Retention Today

SharpenCX

Customer churn — just the thought of it can drive your stress through the roof. As a contact center manager, your team is responsible for keeping customers happy. Short term happiness isn’t enough, though. If your team can’t retain customers and establish long-term relationships that last, your entire company suffers the losses. According to research out of Bain & Company , increasing your customer retention rate by just 5% can increase profits anywhere from 25 to 95%.

article thumbnail

How ConvergeOne Uses AWS Well-Architected Framework for Migration into the AWS Cloud

ConvergeOne

The AWS Well-Architected Framework is used by Cloud Architects to plan, migrate, transform, and operate their workloads on AWS. Migrating your applications and servers from Data Centers into the AWS Cloud requires a specific approach and is different for all clients. But thanks to the AWS Well-Architected Framework, here at ConvergeOne we have the necessary tools and knowledge to access your applications/servers’ environments and design solutions that use the Five Pillars of the AWS Well-Archite

article thumbnail

Call Centers Agents: Time to Get Back to the Office?

CSM Magazine

As you are aware, most call centers transitioned to working from home (WFH) due to the current pandemic while a few continued to work in the regular brick-and-mortar format. Now as the dust settles and more people being vaccinated, call centers are gradually transitioning back into the office; for several reasons, the most prevalent is that businesses can collaborate and serve customers better.

article thumbnail

7 Important Customer Service Phrases to Use in 2021

Nicereply

One phrase used with a certain customer may not go down too well with another, and it’s important to remember that every customer is an individual. The phrases you use when talking to customers are crucial for good communication. Word choice and language can have a big effect on how you make a customer feel when talking to your service reps, so you should consider them carefully.

article thumbnail

Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

article thumbnail

How to demonstrate the ROI of contact center AI throughout your business

NICE inContact

Contact centers are at the heart of a company’s relationship with its customers. In no other business function do you see the exchange of ideas and feedback that happens between agents and customers during support interactions. This conversational information, plus a wealth of operational statistics, make contact centers a treasure trove of customer data.

article thumbnail

5 Customer Success Strategies from Medallia Experience 21

Strikedeck

During Medallia Experience 21, experts presented five B2B customer success strategies that can drive long-term value. The post 5 Customer Success Strategies from Medallia Experience 21 first appeared on Strikedeck | Customer Success Platform.

B2B 59
article thumbnail

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2021 – 2022 Interaction Analytics Product and Market Report. Benefits, insights and agility for companies transitioning to the “new world of work”. Who : DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services . What : Releases 2021 – 2022 Interaction Analytics Product and Market Report .

article thumbnail

Meet Momentive: agility and insights to help you shape experiences of tomorrow

GetFeedback

SurveyMonkey (SVMK inc.), the maker of GetFeedback, is now Momentive.

78
article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

Task Bot: Free 24/7 Automated Support for Small Business

Comm100

As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. 24/7 support is becoming commonplace among these well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value ta

article thumbnail

8 WFM Reporting & Analysis Mistakes You Can't Afford to Make

Injixo

Thanks to Ian Robertson of The Forum and Simon Waldron of injixo for their valued contributions to this post. Reporting & analysis matter. Reporting is seen by some planners as an administrative task, completely lacking in kudos. That rather misses the point. The purpose of reporting and analysis is to continuously improve planning outcomes so that the organization’s business objectives are achieved.

article thumbnail

Task Bot: Free 24/7 Automated Support for Small Business

Comm100

As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. 24/7 support is becoming commonplace among these well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value ta

article thumbnail

4 Simple Solutions For Optimal Contact Center Performance

Vistio

Metrics are a great tool for assessing contact center performance. But quality and customer satisfaction scores only tell part of the whole story. If your agents aren’t hitting their benchmarks, it’s time to evaluate your call handling processes—and you don’t need metrics to do it. Just take a stroll through your contact center floor and check out your agents’ desktops.

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

Task Bot: Simple but Effective 24/7 Automated Support

Comm100

24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, improving customer experience. . As this quality of support becomes commonplace, consumers expect it from every brand they interact with – no matter their size – and this has far-reaching consequences.

article thumbnail

Is a Partner Success Pilot Program for You?

Education Services Group

Partner Success is still a relatively new concept in a fairly new industry. More and more, larger enterprises are taking a look at their successful CS efforts and wondering, “Can I apply this to my channel partner relationships?” The answer is yes! But just how to go about applying Customer Success best practices to Partner Success has yet to be fully defined.

article thumbnail

How to Prevent Account Delinquency with Proactive Outreach

LiveVox

At the end of 2020, American Bankers Association (ABA) reported an increase in consumer credit delinquencies for the first time in two quarters. Home equity and mobile home loans saw the largest increase. Loan delinquencies are on the rise. So, how can you prevent loan delinquency? Today on the blog we’ll explore a few ways […]. The post How to Prevent Account Delinquency with Proactive Outreach appeared first on Livevox.

article thumbnail

How to Identify – and Stop – Customer Value Decay

ClientSuccess

When you stop to think about what ‘customer value’ really means, what things come to mind? It’s probably along the lines of customer sentiment, issues, and feedback. While these are all excellent baseline measurements, every customer is different. For that reason, all of these value-based metrics will hold a different meaning from customer to customer.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

Here’s What’s New from May 2021|Kommunicate Product Updates

kommunicate

Hey guys, thanks for coming back to us! In the month of May, we have added some powerful features in the Dashboard and Kompose bot builder. Also updated the existing ones to improve your overall experience with Kommunicate. Chat widget & Dashboard LINE Integration LINE is a freeware app for instant communications on electronic devices [.]. The post Here’s What’s New from May 2021|Kommunicate Product Updates appeared first on Kommunicate Blog.

52
article thumbnail

What is the best way of handoff between Customer Success and Sales

CustomerSuccessBox

Sales, like Customer Success, has a job to do and the job has to be done well. Remember that a job well done for Sales means surpassing their numbers while the major goal of customer success is to ensure customers achieve their desired business outcome using the product. Establish the Sales-Customer Success Handover. As a customer Success manager when do you engage with the sales manager.

Sales 52
article thumbnail

8 WFM Reporting & Analysis Mistakes You Can't Afford to Make

Injixo

Thanks to Ian Robertson of The Forum and Simon Waldron of injixo for their valued contributions to this post. The value of reporting & analysis. With each WFM cycle , high-performing planners analyze and report on what went right and what went wrong. Ideally, each iteration should see customers have a better experience, agents have a more consistent workload, schedule efficiency improve, and so on.

Metrics 52