Mon.Oct 14, 2019

Why You Need an Omnichannel Call Center


An outsourced omni-channel call center is a great option when you have too many incoming and outgoing calls and not enough time. The post Why You Need an Omnichannel Call Center appeared first on Ansafone Contact Centers. Ansafone omni-channel call center customer service omnichannel

At-Home Training for Call Center Agents


Training is one of the most important things a call center agent can do to improve their performance. Think of it as a formula for success in your contact center. No matter how long an agent has been working, there is always something new to learn and, therefore, new reasons to train.

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CX, There Is More Behind It Than Your Frontline Staff

Hello Customer

Customer Centricity Metrics & Methodology

The Top 4 Customer Experience Challenges and How to Overcome Them


The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

How Tech Can Make CCM Easier or Harder


Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.

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The Top 4 Customer Experience Challenges and How to Overcome Them


Learn how to overcome the top four challenges that may be getting in the way of executing a successful customer experience (CX) program. Articles

It’s Getting Late: Do You Know Where Your Cornerstone Support Content Is?


In the world of architecture, a cornerstone is the first stone set in the foundation. It joins walls, bears weight, and is the basis for which the rest of the structure is built—both outward and upward. In many ways, the structural integrity of the building itself relies heavily on its cornerstones.

How to Make Customer Support More Accessible to All Users


More accessible service makes the world more approachable for everyone – not just those with disabilities. According to the World Health Organization, roughly 15% of the world’s population experiences a disability of some type.

Focusing on Customer Success Leads to Improved Customer Satisfaction


Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related.

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

4 Problems Hosted VoIP Can Solve


Today, businesses have the option to email, video conference, instant message or text to reach out to customers and colleagues. Despite the variety of options businesses have, they still rely on voice calls as a primary means to communicate.

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Next Stop -San Francisco Area - Talkdesk and Zoom

Jon Arnold

Double-header this week, thanks to some last-minute jockeying with the folks at Zoom. Tomorrow I take an early flight to San Fran for Talkdesk’s analyst event, and will then join the tail-end of Zoom’s event on Wednesday in San Jose.

9 Acronyms to Make You Sound Like a Language Industry Expert

Certified Languages International

Nothing is more inescapable in the present-day workplace than the acronym. True, they aren’t embraced by everyone — especially those who think acronyms are elitist, confusing, or just plain unnecessary — but that won’t stop their use. Not unless you’re Elon Musk , of course.

Caution: Feedback Iceberg Ahead!

Hello Customer

Metrics & Methodology Customer Engagement

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Should Companies Use Corporate Philanthropy to Increase Employee Engagement?

Andrew Mcfarland

Intrinsic motivation comes from a combination of purpose, autonomy, and mastery. If employees lack purpose, their engagement diminishes. Many companies address this gap through corporate philanthropy – should they? PRO/FOR Earlier this year I joined several hundred other strangers and.

Customer Experience and the ROI

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Customer Centricity CX & Business Strategy

5 Top Customer Service Articles for the Week of October 21, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Alorica Launches Global Recruiting Initiative To Hire 25,000 Insanely Great Customer Experience Associates


Leading Digital Transformation Provider in Search of Thousands of Top Talent to Help Fulfill its Vision of Making Lives Better, One Interaction at a Time IRVINE, Calif. – (Oct. 14, 2019) – Alorica Inc., a global leader in customer experience solutions, today announced plans to hire at least 25,000 customer experience associates across 100 contact centers worldwide. To kick off this ambitious. Source. Press Release

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Customer Service Week 2019 at iQor


iQorians and other support specialists around the world celebrated the magic of customer service during Customer Service Week 2019! Customer Service Events

5 Ways to Reduce Patient Engagement Costs with True Omnichannel


How to Reduce Patient Engagement Costs with True Omnichannel? Demand for customer service is rising, yet providing more staff to meet the demand is an expensive solution.

To Stimulate Engagement on the Outside? Start on the Inside

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Customer Centricity Employee Engagement

Zippia Names Stratifyd a Great Place to Work


STRATIFYD: GROWING FAST. by Lindy Gullett, PhD. Today, we're doing a deep dive into the company culture at Stratifyd. The fastest growing tech company in Charlotte, North Carolina, Stratifyd creates real-time data visualizations of customer feedback.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Hello Customer Digest: 2018 CX Trends

Hello Customer

Metrics & Methodology Artificial Intelligence Employee Engagement

Podcast: Is Messaging the Next Brand Channel?


Share This Story. “Waiting for email to come back is like watching paint dry.” ” Today’s digital and mobile environment is driving customer preferences to quickly evolve and affect how consumers choose to engage with brands.

Customer Experience? A.I. Captain, A.I.!

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Artificial Intelligence

Raj Thiagarajan Joins Stratifyd as an Advisor


Estimated reading time: 1 minute. Raj Thiagarajan, also known as “The Startup Guy,” has come aboard at Stratifyd in an advisory role. Thiagarajan’s primary role as Global Director at Microsoft for Startups is helping to grow companies that are just starting out and initiate new programs at enterprise organizations.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.