Comm100

AUGUST 16, 2019

My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long. The death of the phone. During the course of a normal day, I rinse and repeat this sequence usually at least once, sometimes five or six times.

Interactive Voice Response 40

Interactive Voice Response Chatbots Personalization Contact Center 40

CSM Magazine

AUGUST 16, 2019

You’ve probably heard that it’s essential for businesses to use a VPN to protect their data. What you might not know is that using a VPN is just as crucial for customer service professionals. This is because they are the employees who deal most directly with clients. A great deal of these interactions take place online, and customer service professionals often have access to customers’ sensitive data.

Customer Service 40

Customer Service Government Education Personalization 40

JustCall

AUGUST 16, 2019

FlexJobs’ Annual Survey found that nearly 30% of the employees have left a job due to lack of flexibility. An additional 16% are looking for new opportunities because of flexibility issues at their current workplace. With a rise in remote jobs, employees are craving for more flexible work policies. They are looking for more days to work from home. They are even looking to shift into completely remote profiles.

Technology 56

Technology Personalization Surveys Management 56

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Lynn Hunsaker. Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Are you tracking all of these? Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances.

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

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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.

Beyond Philosophy

AUGUST 16, 2019

Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers.

Consulting 256

Consulting Consulting Marketing Customer Experience 256

NameShouts

AUGUST 16, 2019

– Hayley Ostrega, Linguistics Research and Data Associate. “What’s in a name?”. Societies have been growing more diverse, and thank goodness we have reached an era where individual authenticity is celebrated. This may come in the form of one’s hobbies, interests, and fashion; the hipster culture is in! What about the individual difference we are given at birth?

Scripts 77

Scripts Surveys 77

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Aspect

AUGUST 16, 2019

Each month, Aspect and ASUGA recognize and reward individuals using an Aspect solution to deliver experiences that go the extra mile (GEM). These exceptional customer experiences can come from both front-line agents and from back-office team members. Monthly winners receive: $25 Amazon gift card. GEM Swag. Their story shared on the GEM Wall of Fame page.

Engineering 64

Engineering Quality management Customer Experience Management 64

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ).

Contact Center 62

Contact Center Self service Surveys Management 62

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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

Surveys

TeamSupport

AUGUST 16, 2019

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support. However, with many businesses now realizing that support isn’t always a cost center (and can sometimes even pay for itself) the demand for actionable data has been on the rise.

Customer Support 63

Customer Support Management Upselling Sales 63

NICE inContact

AUGUST 16, 2019

Agents remain the most critical resource in any contact center. But, every contact center continues to struggle with big challenges when it comes to engaging, motivating and retaining agents. Agent turn over continues to soar at over 30-45%, more than double the average of all industries ( Research, The Quality Assurance & Training Connection ).

Contact Center 54

Contact Center Self service Surveys Management 54

ChurnZero

AUGUST 16, 2019

Author: Alexander Weihmann. As a member of the ChurnZero team, I’m lucky enough to work only a few desks away from our Customer Success Managers (CSMs). Summer vacation mode is in full swing, and many of my colleagues have planned trips to destinations near and far. It’s safe to say that members of our Customer Success (CS) team are ready to enjoy some well-deserved time off.

Customer centricity 53

Customer centricity SaaS Sales Metrics 53

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. In light of fast-changing customer demands, is your contact center keeping up? It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

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.

Customer Experience

plumvoice

AUGUST 16, 2019

It’s a simple fact that no business survives without revenue coming in. While there are plenty of ways to collect payments, one of the most popular is the phone –and that’s where your contact center gets involved with this mission-critical process. When your customers call to make a payment, contact centers have two basic options: Read More. The post Are You Overpaying to Process Transactions by Phone?

Contact Center 50

Contact Center Interactive Voice Response Call Center 50

FluentStream

AUGUST 16, 2019

We’re thrilled to announce that FluentStream was listed as #1401 on the Inc. 5000 Most Successful Companies in America! In the past year, we’ve more than doubled our team and. Read More. The post FluentStream is the #1401 Fastest Growing Company in America! appeared first on FluentStream.

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Stratifyd

AUGUST 16, 2019

Estimated reading time: 1 minute. It's pride weekend in Charlotte, and we’re thrilled to announce that Stratifyd will be participating in the seventh annual Bank of America Charlotte Pride Parade on Sunday, August 18! “As a company, we believe in leaving the world better than we found it,” Stratifyd CTO, Kevin O’Dell said. “We’re extremely excited to celebrate the diversity of Charlotte and want everyone to feel welcome no matter their gender, race, religion, or sexual orientation.”.

Banking 40

Banking Marketing Personalization 40

Spearline

AUGUST 16, 2019

Introduction. Businesses flourish on client communication and clients continue to have a preference for speech communications. Network management staff are always vigilant to guarantee that communication channels are open, working well and promoting company development and growth. But things can easily act up, and sometimes they go wrong in very large and dramatic ways.

Contact Center 40

Contact Center Feedback Technology Management 40

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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.

Self service

CrazyCall

AUGUST 16, 2019

Podcasts are a true 21st-century type of content. We’re living in such a fast-paced environment that we strive to consume information in as low-friction way as possible. And podcasts are the answer. The same goes for salespeople. Yes, you! I know you strive to get better, beat the competition and get to that next level in your career. One way to expand your knowledge is to listen to the best sales podcasts.

Sales 115

Sales B2B Coaching Personalization 115

Outsource Consultants

AUGUST 16, 2019

PLYMOUTH, MN, August 16, 2019 – This week, Inc. Magazine published its annual Inc. 5000 list, a ranking of the fastest-growing companies in the United States. Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. “Outsource Consultants is honored and excited by this recognition.

Consulting 104

Consulting Consulting outsourcing Call Center 104

delighted

AUGUST 16, 2019

The fast rise of digital channels where consumers can engage with or talk about your brand has created loads of challenges. 71% of consumers want a consistent experience across all channels, but only 29% say they actually get it. Consumers will leave your business altogether if they aren’t getting a personalized experience across channels. 33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough.

Customer Experience 55

Customer Experience Journey mapping Surveys Benchmark 55

Whitepages Pro

AUGUST 16, 2019

It’s all about speed and accuracy these days. Consumers want their packages as soon as possible, and on the flip side, manual review agents need to review those orders faster than ever before while balancing accuracy and efficiency. So as digital commerce continues to evolve and become more popular, it’s imperative to arm manual review agents with the right solution to approve more good customers and reduce fraud.

Analytics 40

Analytics Feedback Marketing 40

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!

Feedback

Hodusoft

AUGUST 16, 2019

Startups and enterprises with small teams may wonder why they should even consider call center software when they have mobile phones, skype, email and WhatsApp for communication. If you take a closer look you will find that contact center software can be transformational in boosting the growth of such enterprises. Drive customers into a single funnel The top priority for any startup or a small business enterprise is to not let slip a single lead.

call center software 40

call center software Call Center Contact center software Enterprise 40

Whitepages Pro

AUGUST 16, 2019

It’s all about speed and accuracy these days. Consumers want their packages as soon as possible, and on the flip side, manual review agents need to review those orders faster than ever before while balancing accuracy and efficiency. So as digital commerce continues to evolve and become more popular, it’s imperative to arm manual review agents with the right solution to approve more good customers and reduce fraud.

Analytics 40

Analytics Feedback Marketing 40