Contact Center Pipeline
NOVEMBER 20, 2018
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization. So, analysis of contact center cost structures should consider the main elements that contribute to the company’s budget, not just the center’s budget. Costs […].
Voiance
NOVEMBER 20, 2018
BPO providers offering contact center support handle hundreds or thousands of phone calls a day on for their clients. And with nearly 60 million US residents preferring a language other than English at home, a growing percentage of those calls likely arrive in need of interpretation.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 20, 2018
There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. Still, even with all of these bells and whistles, nothing beats the emperor of all customer service options: Speaking to an actual human being.
ShepHyken
NOVEMBER 20, 2018
The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.
Advertisement
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
TechSee
NOVEMBER 20, 2018
The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Every time technician is dispatched, the company incurs a significant expense. Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
NOVEMBER 20, 2018
Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. This is exactly why a strong survey email subject line is so important—without a compelling reason to open your email, your survey runs the risk of getting lost in your customers’ inboxes forever.
Nexmo
NOVEMBER 20, 2018
Any company I ever phone always has one of those automated answering systems that ask me questions before I get to speak to a real person, and because I’m a bit weird, I’ve always thought “why can’t I have one of those?” My daughter started secondary school a few months ago, and the form they […]. The post Build a Family Hotline with the Nexmo Voice API!
GetFeedback
NOVEMBER 20, 2018
Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Over half of marketers use real-time marketing tactics to promote and gauge events. Surveys make an excellent addition to the marketing toolbox.
Nextiva
NOVEMBER 20, 2018
The post 100 Essential Customer Service Statistics and Trends for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
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.
Ansafone
NOVEMBER 20, 2018
Companies are increasingly choosing to outsource functions to outside expert providers. Professional contact centers deliver streamlined services, reliable technology and engaging customer experiences, which gives partner agencies a rare opportunity to simultaneously reduce operating costs and boost revenue. Here are 10 reasons why smart companies are choosing to partner with BPO companies that supply customer … Top 10 Benefits of Outsourcing Your Contact Center Needs Read More ».
GetFeedback
NOVEMBER 20, 2018
Customer satisfaction surveys get a bad rap, because they tend to be. well, bad. But surveys don't have to suck! Use these 8 best practices.
Concentrix
NOVEMBER 20, 2018
Stevie Awards for Women in Business go to Paula Kennedy Garcia New York, NY – The Stevie Women in Business Award recognized Concentrix VP Paula Kennedy. The post Concentrix Vice President Named Female Executive of the Year appeared first on Concentrix.
customer sure
NOVEMBER 20, 2018
It’s often said that customer complaints can be blessings in disguise. And while it’s true that businesses are better off knowing when a customer is unhappy – so they can lend support and rectify the root cause – most of us would prefer to make complaints disappear altogether. For many companies, a customer complaint going “viral” on social media is their worst nightmare.
Advertisement
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.
LiveChat
NOVEMBER 20, 2018
The IoT (Internet of Things) is one of the most popular phrases in the tech industry at the moment. The technology is rapidly expanding and so are the number of devices. In fact, IHS Markit expects that by 2030, 125 billion devices could be connected via the IoT. So what exactly is the IoT? It’s a network of devices that are connected to each other via the internet.
AskNicely
NOVEMBER 20, 2018
Ever think about just how many debit transactions happen on any given day? Debit card purchases, membership dues, utility bills, childcare, tuition… it boggles the mind. So who manages the millions upon millions of daily transactions? Debitsuccess, for one. Debitsuccess , a part of Transaction Services Group, is a full-service direct debit payment processor.
CallSource Insights
NOVEMBER 20, 2018
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Josh Oosterhof. Title: Strategic Partner Manager. When did you start working for CS? October 2010. What position did you start in? Sales Opener. What is your current position? Strategic Partner Manager in Home Services. What do you like best about working directly with our strategic partners?
Aspect
NOVEMBER 20, 2018
Die Kanalvielfalt wächst – das ist unbestreitbar. Doch inwieweit spiegelt sich diese Vielfalt in den tatsächlichen Kommunikationsangeboten von Contact Centern? Und nur weil etwas machbar ist, muss es ja noch nicht von Vorteil sein. Wie lassen sich also verschiedene Kanäle am besten einsetzen, um Kundenerwartungen zu erfüllen? Mit diesen Fragen befasst sich ein vor kurzem veröffentlichter Bericht der Aberdeen Group.
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!
SharpenCX
NOVEMBER 20, 2018
Last week we talked on issues troubling your contact center, like stuck CSAT scores and sky-high agent turnover. Turnover so high, in fact, that some teams throw pizza parties when it dips into the 30-percent range versus the alarming near-50. Read More. The post Create Better Agent and Customer Experiences [CRMXchange Demo Wrap-Up] appeared first on Sharpen Contact Center Software.
Chip Bell
NOVEMBER 20, 2018
Standing on the banks of a magnificent river, your imagination can run wild. A mighty river can take you many miles, connecting you with countless ports and people along the way. Rivers are still an important source of commerce transportation. It is the source of electric power in many places. Just, consider of all the stories told about the Mississippi river running over 2000 miles from Minnesota to the Gulf of Mexico near New Orleans.
Zingtree
NOVEMBER 20, 2018
Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help. A typically busy time of year for most people out there, these raised stress levels can directly translate into how the customer experience is perceived.
GetFeedback
NOVEMBER 20, 2018
Customer satisfaction surveys get a bad rap, because they tend to be. well, bad. But surveys don't have to suck! Use these 8 best practices.
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.
Guru
NOVEMBER 20, 2018
At Guru, we have seven core values around which we orient our company culture. These values are not simply suggestions, but principles we live by. We hire people who embody them and incorporate them into all aspects of Guru’s culture, including weekly meetings, monthly town halls, and yearly performance reviews.
Toister Performance Solutions
NOVEMBER 20, 2018
Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. I've heard from a number of Customer Service Tip of the Week subscribers who have recently been promoted. It can be challenging to go from an individual contributor to managing people who were once your coworkers. You've probably heard the advice that you should take time to re-establish positive relationships with new subordinates.
Aspect
NOVEMBER 20, 2018
The evolution of the customer service experience has seen the advent of a host of new ways for customers to interact with a business, with technology such as chatbots and automated self-service options becoming increasingly prevalent. While this transformation is proving to be instrumental in increasing customer choice, it cannot be expected to be a long-term success if customers or staff are not prepared for it.
Avoxi
NOVEMBER 20, 2018
Michael Pace is a winning ICMI’s industry leader and the owner of The Pace of Services. He believes wildly successful companies start with successful customers and associates. Michaels daily goal is to envision and inspire companies to create environments, journeys, and actions that help make their customer's more successful. I recently caught up with Michael… The post Michael Pace – Revolutionizing the Customers Experience appeared first on AVOXI.
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.
Call Experts
NOVEMBER 20, 2018
Most business owners have a perception that in order to ensure explosive growth, it is essential to make significant changes. The truth is that small improvement with a positive direction can lead a company on the path of success. Businesses owners and managers often over utilize their time spreading attention across many areas of their company. It then becomes difficult to focus on new strategies and self-reflection.
MicroAutomation
NOVEMBER 20, 2018
As we approach year's end, many of us are reflecting on our accomplishments and planning for 2019. Some might even be scrambling to gather data and summarize business outcomes right at this moment. This is the perfect time of year to ask, "In a world full of data, are you getting the insight you need to effectively manage your contact center?" If you are spending a lot of time creating and sifting through a myriad of reports and are wondering if there are worthwhile options to explore in Busines
Nuance
NOVEMBER 20, 2018
We all start to pause and reflect on the many things to be thankful for around the holidays. On a personal note, I’m thankful, each-and-every day, for my beautiful wife and kids. I appreciate the hard work from the dedicated team of professionals that surround me. I marvel at the solutions our company continues to […] The post When gratitude extends beyond a single workday appeared first on What’s next.
Expert insights. Personalized for you.
178 
Let's personalize your content