Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers. Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole.

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Contact Center Call Center Gamification Wait times 345

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time —it becomes much easier.

Self service 349

Self service Customer Experience Customer Service Technology 349

Contact Center Pipeline

NOVEMBER 18, 2020

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic. As we are adapting our processes and strategy at LaunchDarkly, it’s moments like […].

Contact Center 255

Contact Center Call Center 255

CX Global Media

NOVEMBER 18, 2020

When Dr. Robert E. Quinn was in the 6th grade, there was a popular boy in school who was good at basketball and almost every cute cheerleader loved him. Due to certain circumstances, he had to leave the school, and Dr. Quinn, wanting to be loved by the cheerleaders as well, saw it as an opportunity to replace him and become the best basketball player he could be.

Management 156

Management 156

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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.

OrecX

NOVEMBER 18, 2020

Despite their limitations and continued decline, closed call center software solutions still exist, even though they can be difficult to modify, support and integrate into an existing telephony environment. Open systems, on the other hand, offer tremendous benefits to call centers, and therefore these solutions are becoming more ubiquitous. These benefits range from ease of integration and the ability to repurpose hardware to leveraging existing IT skills and staff to administer and support the

Call Center 127

Call Center call center software Analytics Technology 127

Certified Languages International

NOVEMBER 18, 2020

For anyone who uses telephone interpreters, you’ve probably had at least one experience where you felt like something was “lost in translation.” And it’s not only because you and your customer are communicating in different languages. Using a telephone interpreter isn’t difficult, but it’s something you have to get used to. If you’re a native English speaker, you may never have thought about the ins and outs of using an interpreter, let alone over the telephone!

Best practices 98

Best practices Accountability Management Technology 98

Hero Digital

NOVEMBER 18, 2020

Healthcare feels like it’s been on the verge of transformation for years, if not decades. Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. In a matter of months, COVID-19 changed all of that. The pandemic broke down longstanding barriers and accelerated digital health at a pace few could have imagined.

Customer Experience 98

Customer Experience Healthcare Management 98

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on. It is important to identify ways to shorten and simplify onboarding so by the end of the process, there are a repeatable series of clear, logical steps that turn a new customer into a loyal customer

Feedback 77

Feedback Best practices Customer retention Enterprise 77

LiveVox

NOVEMBER 18, 2020

Fintech funding set a record in the U.S. in 2019, securing investments of nearly $60 billion. Over the last decade we’ve watched fintech startups grow up before our eyes, evolving from disruptive outsiders to industry mainstays known for their ability to leverage technology to outperform and outpace legacy banking institutions. And yet, the acceleration of […].

Banking 79

Banking Technology Contact Center 79

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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

SharpenCX

NOVEMBER 18, 2020

Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust. Companies understand that gathering data is important. But they often neglect to do anything with it.

Contact Center 67

Contact Center Big data Coaching Metrics 67

Interaction Metrics

NOVEMBER 18, 2020

NEWS: Jason Bader interviews Martha Brooke about Surveys in Pandemic Times. Nov 11, 2020: Jason Bader, Supply Chain & Distribution Thought Leader interviewed Martha Brooke about customer surveys and how to get an objective read on your company’s performance, especially considering COVID times. Take a Listen! They agreed that when the world is in flux, it’s more important than ever to understand what’s going on with partners, customers, and employees.

Banking 62

Banking Surveys Metrics Marketing 62

Concentrix

NOVEMBER 18, 2020

Refine your digital roadmap with insights from our latest research. The post How Fit Is Your Digital Experience Strategy? appeared first on Concentrix.

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Jon Arnold

NOVEMBER 18, 2020

I’ve been doing work for Canadian contact center provider Upstream Works for a few years now, and we’ve got a new Insight Series going. Main focus is about the impact of COVID-19 on the contact center as well as how CX is changing as a result. The first report in this series has been posted now to their website, and the others will be coming over the next few weeks.

Contact Center 59

Contact Center 59

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

Advantage Communications

NOVEMBER 18, 2020

To win the digital race and jump ahead of their competitors, many organizations are transforming their front-end systems and offering the latest and most innovative technologies to ensure their customers are both satisfied and loyal. However, many organizations, both small and large alike, are dividing the most important aspects of their business into two buckets - front end (customer-facing) and back end (everything else).

Customer Experience 59

Customer Experience Technology Customer Service 59

Nuance

NOVEMBER 18, 2020

PowerScribe One is the cloud-based centerpiece of our portfolio of diagnostic imaging solutions. Its structured data model, standards support, real-time communications, and AI-powered workflow and decision support tools help radiologists improve care and financial outcomes while enhancing productivity and reducing burnout. The PowerScribe One cloud platform also unites a wider collaborative community of innovators and [.

Healthcare 52

Healthcare 52

TCN

NOVEMBER 18, 2020

The effects of COVID-19 have transitioned agents from the workplace to the home office. This. The post Outbound Call Center Services: Helping Home-Based Agents Succeed appeared first on TCN.

Call Center 52

Call Center 52

CSM Magazine

NOVEMBER 18, 2020

Robots have become one aspect of manufacturing that evolves with the industry. Changes in the makeup and the work that robots do define the manufacturing industry. In the technology age, robots have transformed and are leading in the manufacturing changes defining these eras. Mass customization, human-to-robot collaboration, robot-to-robot collaboration, are among many other changes that have come about as robots have transformed manufacturing and themselves in the technology age.

Technology 52

Technology Management 52

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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

Skybridge

NOVEMBER 18, 2020

A CX Report Card from 4,000 retail customers. In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. As I read through their summary, I found plenty to celebrate. Notably, fully 60% of consumers report that they’ve seen CX improve this year.

Customer Care 52

Customer Care Surveys Technology Sales 52

CSM Magazine

NOVEMBER 18, 2020

Modern problems require modern solutions: as the lockdown has proved, many businesses are now utilizing the internet to send their employees to work remotely. It is the solution that has already helped many people to keep their working positions, and even allows companies to hire new specialists from anywhere in the world. Changes in working schedules and unstable communication can harm your employees’ productivity and may even lead to anxiety or burn out.

Management 52

Management 52

Edify

NOVEMBER 18, 2020

Contact: Liz Cahill for Edify Labs.

Technology 93

Technology Customer Experience 93

CSM Magazine

NOVEMBER 18, 2020

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Since the pandemic working from home and how we interact with each other has changed almost everything.

Journey mapping 52

Journey mapping Coaching Customer Service Analytics 52

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

SmartKarrot

NOVEMBER 18, 2020

Role: Director, Customer Success Location: Toronto, Ontario, Canada Organization: Book4Time Inc. As a Director of Customer Success, you will assume direct responsibility for a handful of extremely strategic customers in providing a white-glove level of Customer Success. Drive customer success outcomes by focusing on improving an already high retention rate, with less than 5% churn per year.

Customer advocacy 10

Customer advocacy Best practices Finance Enterprise 10

CSM Magazine

NOVEMBER 18, 2020

Business in the web 2.0 era is all about increasing and getting the most out of collaboration. Hierarchical organizational flattening where different specialized business units share information and work together to improve operational efficiency and provide better offerings for customers is now the norm. What’s more, global teams and new working conditions often require modern businesses to be able to connect employees located in far-flung places around the world, reliably, and with functionali

APIs 52

APIs Accountability Management 52

SmartKarrot

NOVEMBER 18, 2020

The school of marketing teaches you the subtle art of enticing and converting prospects. In the SaaS industry, the whole ball game is about turning a prospect into a potential, loyal brand advocate. Your existing client base is more like a lucrative offspring of the newer and existing opportunities that you must not wash your hands off. In such a case, you must delve into the chapters of SaaS customer marketing and know, how to ace business.

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SaaS Marketing Customer advocacy Customer retention 10

ClientSuccess

NOVEMBER 18, 2020

In 2020, customer success has become one of the most critical positions in any SaaS organization. With so much confusion and uncertainty across every single industry, an experienced, clear-headed CSM can be the defining difference between a reassured customer and a churned one. One additional side effect of the last year has also been a huge shift in the way organizations manage their staff.

SaaS 59

SaaS Accountability Management Personalization 59

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

Journey mapping

SmartKarrot

NOVEMBER 18, 2020

The expectations of the customer are on the rise. In such a scenario, it is much-needed to be on par with their taste. And that is why you must zero in on pursuing customer excellence. The term simmers down to emphasizing efforts to generate front-end changes that surface perfection. Here are 10 such essential tips that can help you achieve customer excellence in no time.

SaaS 10

SaaS Metrics Customer centricity Technology 10

SmartKarrot

NOVEMBER 18, 2020

Okay! So now you have gotten over the customer acquisition stage and want to perfect the succeeding stages. Your marketing and sales team has made numerous promises to the customer. The customer, after getting convinced of all the future opportunities, has decided to purchase your product. So far so good! But this is not the end of the story. How you execute the sales to customer success handoff is a major deciding factor in forming a further relationship with the customer.

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Sales Customer retention Upselling Customer centricity 10