Avoxi
JULY 30, 2019
Looking for the best ways to motivate call center agents? As a call center manager, it’s your job to make sure that your agents stay productive and motivated. We all know that working in a call center can be demanding and difficult, so agent motivation is an important topic to focus on in order to… The post How to Motivate Call Center Agents appeared first on AVOXI.
ChaseData
JULY 30, 2019
The millennial customer is notorious for disliking the contact center. In many facilities, this is simply a fact of the industry that has been accepted and isn’t challenged. Maybe yours is one of them - but it doesn’t have to be! Here, we’ll show you exactly what it is about most contact centers that millennials don’t like and how to avoid those qualities in your facility.
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Strikedeck
JULY 30, 2019
Andy shares his insights on the top 3 myths about Customer Loyalty.
ShepHyken
JULY 30, 2019
Crisis Management in the Customer Experience. How to Take Care of Your Customers When Things Go Wrong. Shep Hyken interviews Josh Ginsberg. They discuss crisis management and why brand integrity is important to customers. The Interview with Josh Ginsberg: When a problem or crisis occurs, it’s essential for customers to see the company take action. However, that action must come from a place of authenticity.
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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.
Contact Center Pipeline
JULY 30, 2019
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Whitepages Pro
JULY 30, 2019
Poorly Implemented PSD2 Processes Increase Friction. September 14, 2019, is fast approaching, the date where the Strong Customer Authentication (SCA) requirements of the Payment Services Directive (PSD2) become legally applicable. One of the technical requirements of SCA involves payment service providers (PSPs) enabling two-factor authorization (2FA) when consumers make online payments or transactions that fall within the EU.
Avoxi
JULY 30, 2019
Employee turnover is a problem, and not many people take the steps to help lower it. Call center agent turnover rates are off the charts compared to other industries, but what can be done to fix it? Lucky for you, we have compiled some of the causes of call center agent turnover and how to… The post How To Reduce Call Center Turnover appeared first on AVOXI.
Monet Software
JULY 30, 2019
No long introductions here because we know you’re busy. Here are the four reasons your call center should be looking into speech analytics. 1. It Delivers Data. Every call that comes in is a valuable source of data. Call centers have long understood this and try to mine the elements from each conversation deemed most relevant to company performance and customer service.
Chip Bell
JULY 30, 2019
Several years ago, my consulting firm worked with a large retail shopping center company. At the time this REIT owned over 300 shopping centers around the country. The question my firm was asked to determine was this: Will the customer experience in the shopping center drive increased revenue in the stores? They knew they could put a carnival in the middle of the mall and get traffic…so the issue was not just mall attendance; it was increased revenue.
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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
SharpenCX
JULY 30, 2019
In the contact center industry, we tend to think of digital customer experience only as a thing we control. But it’s embedded inside every interaction in the digi-sphere a person has with your company. Your digital CX is the way. Read More. The post Why Your Digital Customer Experience is a Catalyst to Future Growth and Agent Retention: The Ultimate Guide to Digital CX Strategy Your Contact Center is Missing appeared first on Sharpen Contact Center Software.
VirtualPBX
JULY 30, 2019
You have questions about managing a remote team. Kevin has answers. Our KP360 series continues today with Kevin Peyton’s perspective on managing a remote team. As our Vice President of Sales, Kevin has interviewed, hired, onboarded, and managed dozens of individuals during his tenure — preparing them to sell the VirtualPBX Business Phone System.
3CLogic
JULY 30, 2019
Since digital transformation is the integration of digital technology into all areas of a business , at some point all enterprises embarking on this journey must address this challenge. How will we connect the digital channels in our cloud-based CRM or service management platform with our existing on-premise telephony system? If preserving their investment in telephony equipment is a priority, they can choose between Computer Telephony Integration (CTI) connectors offered "out-of-the-box" by a n
NICE inContact
JULY 30, 2019
Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More. If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time.
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.
Toister Performance Solutions
JULY 30, 2019
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Many years ago, I managed a customer service team for a catalog company that sold imported items from Eastern Europe, including antiques.
Noble Systems
JULY 30, 2019
Did you know that just 34% of employees feel engaged at work? Worse yet, 16.5% say they’re actively disengaged with their jobs. The reality is that not every job feels like a dream. Debt collectors, for example, must endure never-ending rejection that challenges even the most intrinsically motivated people. And that causes problems for BPO organizations and debt collections agencies.
Avoxi
JULY 30, 2019
Looking for call center gamification ideas? Keeping your call center agents productive means keeping them satisfied and appreciated, and games with rewards are a great way do so. Call center gamification can easily liven up the office and improve team performance and efficiency. Before we get into specific games, let's talk about the metrics and… The post Best Call Center Performance Games appeared first on AVOXI.
Monet Software
JULY 30, 2019
“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. For the purposes of this paper, we will define analytics this way: It is the discovery and communication of meaningful patterns in data.
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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.
Nuance
JULY 30, 2019
Growing shifts in mobilization mean business is moving faster than ever today. Technology not only enables us to work with increased efficiency and speed but also more productively. The demand for smart devices and cloud-based applications make it easier to work across different platforms to capture, report, and share data and helps drive better customer […] The post Making real-time reporting and data sharing a reality appeared first on What’s next.
ConvergeOne
JULY 30, 2019
What’s the difference between a data leak and a data breach? I think this is both a great question and an important distinction to understand in today’s climate, where instances of both are regularly making national headlines.
Maru Group
JULY 30, 2019
Netflix. Hulu. Amazon Prime Video. YouTube TV. And coming soon, Disney+ and HBO Max. If you’re looking for an ad-free streaming tv service , or to join the growing ranks of cable cord-cutters, the options are plentiful, and for many, overwhelming. For years, the landscape of streaming services was the California gold rush of the 21 st century with consumers just as eager to get a piece of the action as producers.
Quadient
JULY 30, 2019
Unless your business is targeting one particular age group, aiming your communication initiatives at one specific generation at the exclusion of the others is not ideal. So how can you effectively communicate with multiple generations when each age group has a different comfort level with technology?
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!
Guru
JULY 30, 2019
When you have a company that’s growing rapidly (hello, fellow SaaSters!), you have to nail your employee onboarding experience. But what does that look like?
3CLogic
JULY 30, 2019
Since digital transformation is the integration of digital technology into all areas of a business , at some point all enterprises embarking on this journey must address this challenge. How will we connect the digital channels in our cloud-based CRM or service management platform with our existing on-premise telephony system? If preserving their investment in telephony equipment is a priority, they can choose between Computer Telephony Integration (CTI) connectors offered "out-of-the-box" by a n
Talkdesk
JULY 30, 2019
Traditionally, contact centers are considered cost centers—a necessary evil that companies fund because they have to, not because they want to. Of course, there is no way to avoid delivering customer service and support, but for decades the goal has been to keep the costs of doing so as low as possible, all while trying (often ineffectively) to maintain a good experience for all.
Connect
JULY 30, 2019
Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong. Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress.
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
Comm100
JULY 30, 2019
Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices. Now with the emergence of Artificial intelligence (AI) in every facet of both our personal and professional lives, the phrase “risky business” has once again surfaced, albeit in a different context (although personally, “Old Time Rock and Roll” will play in my head wheneve
Connect
JULY 30, 2019
Every business that relies on contact centres to engage with customers will know how important the customer experience is. You can win customers over with your customer experience but risk losing them when things go wrong. Getting the contact centre experience right is a tough task, at least according to the CFI Group who found that the private sector, in particular, is not making much progress.
Whitepages Pro
JULY 30, 2019
Data update: Increased automation and quality enables 32M new links to fuel our US and EU endpoints. For nearly thirty releases, we’ve scaled and optimized our Identity Graph to provide our customers with clean and up-to-date data. Nothing new here. But Data Version 29 marks a wave of firsts in our data story. This is the first release we’ve published since we’ve rebranded to Ekata.
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