CCNG

MARCH 23, 2021

Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Outsourcing has reduced costs and made customer service more accessible, but it hasn't solved the three fundamental problems of contact centers: Predicting call center capacity is a challenge: Even with the best workforce management tools, it is difficult to predict customer calls' volume and schedule the right amount of agents to handle fluctuating customer demand.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

ShepHyken

MARCH 23, 2021

The Customer Love Formula. How to Make Your Customers Love Doing Business with You. Shep Hyken interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. They discuss how valuable customer love is to succeed in an ever-changing world of business. Top Takeaways: The reality of today’s digital world is that the transformation of technology is never done.

B2C 196

B2C B2B Metrics Technology 196

Contact Center Pipeline

MARCH 23, 2021

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated that trend at lightning speed as contact centers around the world were shut down to comply with stay-at-home orders and forced to enable associates to work remotely almost overnight.

Contact Center 189

Contact Center outsourcing Call Center 189

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. Plus, it’s really nice to be inspired every now and then!

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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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.

Fonolo

MARCH 23, 2021

Running an effective call center is all about resolving customer issues in a timely fashion. One of the best Key Performance Indicators (KPIs) to reflect this is Average Speed of Answer (ASA). In this guide, we’ll walk you through the basics of ASA, why it’s important, and how to calculate it. How to Overcome Challenges with Your Call Center Metrics How to Overcome Challenges with Your Call Center Metrics.

Call Center 121

Call Center Abandon rate Metrics Abandon Call 121

TeamSupport

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. However, most companies do not offer great customer experiences.

B2B 105

B2B Customer Support Self service Big data 105

Working Solutions

MARCH 23, 2021

Nearly 17 years ago, when Billy West joined Working Solutions, he was a rare breed in the brave new world of virtual contract outsourcing–an IT guy. “In the early days, the IT ranks were pretty sparce,” Billy recalled. “You had me, one young existing IT person and a Russian programmer. That was it.” Today, as […].

outsourcing 98

outsourcing Personalization Technology 98

Spearline

MARCH 23, 2021

Frustrated customers can create uncomfortable situations for your contact center agents, damaging their morale and the working environment. We often see demanding customers as a sign of a dysfunctional organization, but challenging customers offer us a great chance to find new, innovative solutions. In every successful organization, you must have the correct training and strategy implemented for your agents.

Contact Center 98

Contact Center Morale Telecommunications Wait times 98

JustCall

MARCH 23, 2021

Do you have a dedicated phone number for your business? The business phone number is one of the main points of contact for customers. But, what exactly is a business phone number? How do you get one? Which business number should you go for? In this blog post, we will help you answer all these questions. For new and old businesses alike, effectively communicating the highlights and selling point of your products is imperative.

voip 98

voip Interactive Voice Response CRM Analytics 98

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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

Nuance

MARCH 23, 2021

Each year, there are 1.62 billion customer interactions with telecom companies — a number that iGR, a market research consultancy, predicts will increase to 1.765 billion within the next two years. Unfortunately, prevalent fraud in the industry threatens the security of each of these interactions. With every one of these interactions representing real human beings, [.

Customer Experience 92

Customer Experience Consulting Consulting Marketing 92

Ansafone

MARCH 23, 2021

When you trust a call center, you need to know they will keep the information about your customers safe. Many companies have industry standards when it comes to the information they hold onto about their customers and if the call center does not maintain these standards, it will cause a lot of problems for you … Customer Information Security in a Call Center Read More ».

Call Center 71

Call Center industry standards Contact Center Business Process Outsourcing 71

Voiptime

MARCH 23, 2021

Remote work is becoming a reality for an increasing number of businesses. Many contact centers have also followed this trend. Do you also need to choose a virtual call center? If yes, what are the advantages? Let’s try to find out.

Call Center 76

Call Center virtual call center Contact Center 76

NICE inContact

MARCH 23, 2021

NICE inContact CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few.

Contact Center 62

Contact Center Chatbots Management 62

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

Talkdesk

MARCH 23, 2021

Transform your Technical Support to Boost Productivity and Deliver Dynamic Engagements Across any Channel Talkdesk brings the industry’s best cloud contact center together with Salesforce Service Cloud to give your organization everything you need to manage the complex support process. Our tight integration makes it simple to engage customers on any channel, route the issue to the right teams and solve customer’s problems quickly.

Contact Center 66

Contact Center Technical Support Cloud contact Management 66

ClientSuccess

MARCH 23, 2021

For most CSMs – and SaaS organizations in general – the work from home era is officially here, and has been for a while. As more companies announce they will continue remote operations indefinitely, customer success teams are either auditing their existing remote communications strategy or looking for ways to keep things running smoothly long-term. This is because, for customer success teams, there are more than just internal conversations to think about. .

SaaS 65

SaaS Personalization Accountability Sales 65

NobelBiz

MARCH 23, 2021

Telephony software has evolved into a powerful tool for increasing productivity and enhancing customer satisfaction within contact centers. While business owners must consider their own goals when selecting the best technologies, having a CRM is one of the cornerstones of high performances in contact centers. The post CRM Key Functions for Customer Service appeared first on NobelBiz®.

CRM 59

CRM Customer Service Contact Center Technology 59

Edify

MARCH 23, 2021

You know what I find especially irksome? A scripted call center agent saying my name too many times during their spiel. I find nothing LESS authentic than hearing my name inserted into a line that’s clearly being read verbatim from a screen. If this is what some brands think “personalization” is, we have a lot of work to do.

Scripts 52

Scripts Customer Experience Call Center Personalization 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

Maru Group

MARCH 23, 2021

By Ged Parton, Chief Executive Officer & Carlos Palacio, Chief Information Officer | March 23, 2021. Questions of Cybersecurity and Compliance are rarely out of the headlines these days. It is a serious set of issues for Enterprise working with Software vendors. For the vendor appropriate delivery requires a serious commitment in resource, policy and continuous assessment.

Government 52

Government Enterprise APIs Consulting 52

Vistio

MARCH 23, 2021

Vistio is changing the way the industry integrates technology, people and processes to achieve excellent customer service. Vistio’s Executive Managing Director, Gregg Antenen, recently met with Phil Ideson, the host of Art of Procurement , to discuss how Vistio helps your agents deliver quick, accurate, and consistent customer service. See the full interview below!

Technology 52

Technology Customer Service Management 52

Skybridge

MARCH 23, 2021

How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer. When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX leaders around the world, whittling his findings down to 4 simple but powerful best practices.

Best practices 52

Best practices Banking Consulting Consulting 52

ChurnZero

MARCH 23, 2021

This is a guest blog post by Howie Bick the founder of The Analyst Handbook. Whenever a new SaaS product is introduced to a company, there are often lots of difficulties, obstacles, and learning that’s needed to get them acclimated to the product, how to use the product, to understand it’s functionality, and it’s capability. Showing a customer how a SaaS product works, the way it can provide value, the data it can produce, and how they can incorporate it into their business is often a bit of a j

SaaS 52

SaaS Finance Advertising B2B 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

LiveVox

MARCH 23, 2021

What is an outbound dialer? An outbound dialer is a software or cloud-based solution that allows your contact center to make outgoing calls. Outbound dialing systems help your agents expedite and automate the outbound calling, increasing efficiency and output. Depending on the efficiencies you’re trying to solve, there are four types of outbound dialer types […].

Contact Center 52

Contact Center Call Center 52

CSM Magazine

MARCH 23, 2021

Thoma Bravo announces strategic acquisition of Calabrio to accelerate company’s cloud-first customer experience Growth. Acquisition follows significant growth and successful evolution to the cloud. Thoma Bravo, a leading private equity investment firm focused on the software and technology-enabled services sectors, and Calabrio , the customer experience intelligence company, today announced a definitive purchase agreement whereby Thoma Bravo will acquire Calabrio from KKR, a leading global inve

Customer Experience 52

Customer Experience Finance Enterprise Analytics 52

TCN

MARCH 23, 2021

Back to the Basics Let’s take a step back and brush up on the basics. The post What is TCPA Compliance and How Does it Apply to My Call Center? appeared first on TCN.

Call Center 52

Call Center call center software 52

5CA

MARCH 23, 2021

Did you know over 70% of start-up founders don’t have a customer support strategy in place? In this post, we look at the facts and figures of the most useful CX features.

Customer Support 52

Customer Support 52

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

ConvergeOne

MARCH 23, 2021

On a global scale, there are about 2.5 quintillion bytes of data created each day. The data grows exponentially by ten times every five years, and as the data being created continues to grow, the need to store, clean, process, and analyze the data is becoming a growing concern for many organizations. We are now storing and analyzing data in a different class beyond CRM and ERP systems, and our data includes more social media, web analytics, and IoT data from various devices, as well as machine-g

Analytics 54

Analytics CRM 54

Blueship Call Center

MARCH 23, 2021

While looking to outsource customer services, there are a number of options in front of a company owner. The BPO market is flooded with customer service outsourcing companies that promise great things for you and your business. The competition is very high, especially when it comes to costing. So much so, that it is easier to fall into the trap of a superficial customer service outsourcing company that promises a lot but delivers very little.

outsourcing 40

outsourcing Customer Service Call Center Marketing 40

CSM Magazine

MARCH 23, 2021

Following PCI Pal’s inaugural virtual conference ‘Payments: The Future of Security and CX’, an audio podcast has been released that follows-up with some of the event’s contributors, to further probe their views and predictions around the future of payment security and customer experience. Attendees from around the globe gathered to discuss and learn about the future of payment security and customer experience, including contact centre professionals, customer service heads and payment/finance r

Finance 52

Finance Engineering Enterprise Marketing 52