Contact Center Pipeline
AUGUST 6, 2020
In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or expand automated solutions will effect agent training and development in the new work environment, as well as which AI-powered support tools can add the most value for employees and customers during […].
Steve DiGioia
AUGUST 6, 2020
Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case. The employees who do the job each day usually have a better understanding of what works and how to perform the task than the boss who sits in the office thinking up policies and procedures.
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The Northridge Group
AUGUST 6, 2020
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are quite different. While sympathy is feeling “for” a person, empathy is feeling “with” a person. This can make all the difference when trying to connect with a customer, especially during a global health crisis or any other difficult situation.
HelpCrunch
AUGUST 6, 2020
Delivering great customer service should be the focus of any business that wants to be in the limelight. Unfortunately, it’s not always the case. You can still meet those brands that don’t invest in their [ … ]. The post 9 Customer Service Horror Stories That will Make Your Blood Turn to Ice appeared first on HelpCrunch blog.
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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.
NUSO
AUGUST 6, 2020
NUSO was thrilled to be a part of ASCII's MSP Connect Live Event for Toronto! Due to the global pandemic, the ASCII Group has shifted their in-person events to a series of engaging online experiences. Their virtual event series, MSP Connect Live , will continue in place of the physical events.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Wowdesk Blog
AUGUST 6, 2020
Your customers are the focal point of your business – it is important to keep them satisfied with your products/services. However, according to a customer service study, 62% of companies do not pay heed to customer emails which eventually turns opposite for them. . Customers are impatient when it comes to query resolution, Not responding to complaints is a clear sign that you do not care.
Tethr
AUGUST 6, 2020
Customer experience (CX) is a core business driver. In order to radiate a positive experience across an entire business, work and resources must be put into the call center. Making true progress on closing the gap between customer experience expectations and the actual experience delivered starts with your call center agents. But it certainly doesn’t end there.
Alorica
AUGUST 6, 2020
Alorica Inc., a global leader in customer experience solutions, today announced its plans to hire for 33,000 positions around the world. Having mobilized over 90% of its accounts and 70,000 employees in 14 countries to work-at-home, Alorica is quickly expanding with industry-leading virtual solutions that scale and deliver optimal performance. This has resulted in adding more than 20 new clients.
Jon Arnold
AUGUST 6, 2020
Been a busy week with Enterprise Connect Virtual , and lots of great content to digest. My session at the end of Monday’s program we well-attended, and the Q&A was pretty active. Lots has happened at the event since, and before too much time passes, thought I’d share the replay detail for anyone who didn’t catch my session, or wants to watch it again.
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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
Method:CRM
AUGUST 6, 2020
A strong customer retention rate is often the key to small business success. Here’s why: 80% of a small business’ revenue will come from just 20% of their customer base Repeat customers spend 67% more than new ones It costs 5 times more to get a new customer than it does to keep an existing one The probability of selling to an existing customer is 3 + times higher than selling to a new customer.
Nexmo
AUGUST 6, 2020
You can build extremely powerful and flexible contact center solutions with the Vonage Voice API. But what happens if there’s no one there to answer the phone on the other end? Well, I suppose you could just simply let the phone ring or play a message back asking them to call again later. Probably what most people would do, including myself, is to take the customer’s message in the form of a voicemail.
BlueOcean
AUGUST 6, 2020
2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate.
Avoxi
AUGUST 6, 2020
Customers today expect a highly personalized experience when they interact with your business, and they want to get answers to their questions quickly. Are your business tools connected and seamlessly working together to provide that experience? With businesses using on average 129 technologies within their operations, it’s easy to get distracted throughout the day with… The post Call Center Software + CRM Integration: The Lifeline for Improved Productivity and Customer Satisfaction appear
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.
Aspect
AUGUST 6, 2020
In July 2019, Aspect announced Aspect ® ?Unified IP ® ?Infinity, a multi-year program designed to help our customers protect their investment, reduce infrastructure burden, and ensure ongoing security and compliance for Aspect Unified IP deployments. . At that time, Aspect President and CEO , Patrick Dennis said, “The big news here is that Aspect will be supporting our customers who wish to continue using our Unified IP solution, on-prem, for years to come.
Toister Performance Solutions
AUGUST 6, 2020
How do you evaluate customer service training? Most trainers don't measure it beyond tracking attendance and giving people a smile survey at the end of every class. Employees attend training, then go back to work without any proof they learned something useful. Some trainers use gut instinct. For instance, a learner who asks fewer questions or displays greater confidence as the training goes along is considered trained.
Concentrix
AUGUST 6, 2020
Learn the fundamental steps to get started on the path to leveraging conversational AI in your IVR. The post 4 Steps to Conversational AI appeared first on Concentrix.
ConvergeOne
AUGUST 6, 2020
ConvergeOne’s customer had what was once considered a best-of-breed contact center solution, but faced challenges leveraging its legacy solution to satisfy the rapidly evolving needs of its business. Over the past decade, the company’s leadership team recognized that although its investments in self-service had paid off well, they’d also created a challenge.
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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.
Inbenta
AUGUST 6, 2020
What are the different types of chatbot companies? As with any important project, you need to understand what are the different options, i.e. chatbot companies, available on the market, and assess the suppliers you’ve short-listed to ensure you pick the right fit for your business. Chatbot development platforms. A chatbot development platform is a platform that allows you to build your own chatbot without the need for developers to be involved.
LiveVox
AUGUST 6, 2020
The topic of digital transformation in financial services has been a much-discussed aspect of banking customer experience for some time. Yet many firms still struggle with the concept despite having strategies in place and maybe even projects underway. Extractable’s Chief Strategy Officer Alex Jimenez spoke with us about emerging technologies like artificial intelligence and how […].
Maru Group
AUGUST 6, 2020
Canada is #1 in the world in quality of life, for the fifth year in a row, according to a study by the Wharton School at the University of Pennsylvania, and U.S. News and World Report. While it might be considered unCanadian to boast about that, it does help explain Canadians’ positive views of their country. We asked Canadians how they perceive their home and native land.
Skybridge
AUGUST 6, 2020
Take This 3 Question Quiz to Find Out – and Get Started. When Judy Weader, a senior analyst at Forrester, recently wrote about the importance and urgency of prioritizing CX strategy, she described prioritization as both and art and a science – and she defines it as critical to CX success. Think about that for a minute. At times like these – when most of us feel like we’re drowning in all those items on our to-do lists (plus all those items we haven’t even gotten onto our to-do lists yet) – it’s
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!
Waterfield Technologies
AUGUST 6, 2020
The adoption of AI in the contact center has long been a topic of discussion. With spikes in call volume due to the COVID-19 virus and accompanying global pandemic , […]. The post Implementing AI to address a global pandemic appeared first on Waterfield Technologies.
Strikedeck
AUGUST 6, 2020
Vincent Manlapaz, in an interview with Matt Goodman, talks about why CS should be an integral part of the business process, strategy, and guiding principles. Without CS, business growth, alignment, collaboration, and success are unlikely to achieve.
Nuance
AUGUST 6, 2020
It has been a challenging few months for customer engagement leaders. They have seen customer traffic spike across numerous engagement channels. They have been forced to adapt to new customer expectations and demands. And they have had to completely rethink their engagement strategies. But there is one thing that’s stood out: our customers are becoming [.
Ameyo
AUGUST 6, 2020
SP Madrid, a reckoned collections company in the Philippines has made its way through the lockdown imposition successfully. With a strong team of legal specialists, SP Madrid offers a variety of collections and other services that include- Call Collections, Field Collections, Credit Investigation, Legal Collections, Vehicle Repossession, and Housing Foreclosure.
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
CSM Magazine
AUGUST 6, 2020
Live chat is a wonderful way to provide customers with quick access to your customer service department 24/7. The good news is, it has never been easier to find and implement a live chat solution that is right for you. . Here are some of the key benefits of implementing live chat as well as some tips on how to choose the best software for your organization. 5 Benefits of Live Chat. 1.
Vcaretec
AUGUST 6, 2020
For many businesses, outsourcing has become an important part of business practice. The right outsourcing strategy can be a key component in your growth and development and can allow you several opportunities in other core areas of the business. One of the aspects of your business that can benefit greatly from outsourcing is customer support. As your business grows and more customers come on board, your customer support requirements can increase exponentially.
CSM Magazine
AUGUST 6, 2020
Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working.
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