Contact Center Pipeline
MAY 11, 2021
Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies have recognized the contact center’s role as a critical connection point to their customers and are shifting their strategies accordingly. Notably, businesses can use their contact centers to offer excellent customer […].
ShepHyken
MAY 11, 2021
Applying the Velocity Mindset in Customer Service. How Empathy Accelerates Great Customer Experience. Shep Hyken interviews Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service. . Top Takeaways: . Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process.
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CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training. 2020 changed where and how we work, and especially how we learn to work.
TELUS International
MAY 11, 2021
Modernizing your company's IT doesn't have to be expensive or complicated. Discover the short- and long-term benefits of updating your IT infrastructure now.
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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.
Taylor Reach Group
MAY 11, 2021
by Patricia Ballantyne. Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
MAY 11, 2021
Over the past decade, Nuance and its customers have won more than 50 Stevie Awards worldwide for achievements in customer engagement, biometrics, and healthcare. While reflecting diverse applications in multiple industries, the common element in each award is how our customers use our state-of-the-art conversational and ambient AI technology and solutions to amplify their ability [.
Nicereply
MAY 11, 2021
Making sure customers can find all the information they need with minimal effort needs to be a priority. You are probably well aware that quality customer service is very crucial. After all, customer support is responsible for the direct connection between your customers and your business, making it one of the most important factors for success. But you probably know that quality customer support is expensive and very time-consuming too, so what can you do about it?
TeamSupport
MAY 11, 2021
“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. It was a provocative statement to introduce the session. What did they mean ?
ChurnZero
MAY 11, 2021
Last week Technology & Services Industry Association (TSIA) hosted their Spring virtual event called – TSIA Interact 2021. The event offered an opportunity for thousands of attendees to collaborate with one another and with TSIA member companies like DocuSign, RingCentral and ServiceNow. The theme for the online conference was “The Haves and the Have Nots”, which focused on the critical business capabilities you need for success in XaaS. .
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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
ConvergeOne
MAY 11, 2021
Just ask your Customer Service Representatives, "What is the toughest or most annoying part of your daily tasks?" The answer may not surprise you. You may find that your workforce is spending a large amount of time on things that are necessary, but repetitive. Frankly, these items do not add significant value to the business and, in turn, they diminish employee satisfaction.
Totango
MAY 11, 2021
Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.
delighted
MAY 11, 2021
It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. The significance of customer loyalty. It’s easy to get caught up in sales and onboarding new customers that you forget about the importance of retaining them.
SharpenCX
MAY 11, 2021
When contact centers turned on disaster recovery mode last year, it was next to impossible to send agents home with a clear strategy for helping customers. Customer demands heightened as anxiety engulfed the population. And agent attention was split between a home filled with pets, kids, spouses, roommates and everything in between paired with giving customers the best possible service.
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.
VirtualPBX
MAY 11, 2021
A number of updates have arrived for the Dash platform that runs our Business Phone Plans , including important changes to how users interact with the Dashboard and how their business Caller ID can be configured. Each one of the updates listed below will make life easier for all Dash users. They are welcome additions to our platform that were created in direct response to customer feedback.
SharpenCX
MAY 11, 2021
Every profession needs good coaching. What were the Chicago Bulls without Phil Jackson? The New England Patriots without Bill Belichick? The UCONN Huskies without Geno Auriemma? The answer is nothing. Without great coaching, you don’t have a team. You have a collection of individuals. As a manager, it’s up to you to coach your individual agents into a team that helps customers.
NICE inContact
MAY 11, 2021
Ready for a statement that will make you think? Gartner predicts that 85% of customer interactions will be managed without humans in 2021. This might be a scary notion for agents who are sensitive to job security but rest assured that human agent jobs aren’t going away. Why? The Contact Center is still inherently a forum for human engagement. The 85% of interactions that can be offloaded from human agents will be represented by the pesky repeat issues and questions that customers have that can s
Concentrix
MAY 11, 2021
Concentrix Corporation (Nasdaq: CNXC), a leading global provider of customer experience (CX) services and technologies, today announced it has been named a strong performer in The Forrester WaveTM: Customer Feedback Management Platforms, Q2 2021 report. . The post Concentrix Customer Feedback Management Platform Recognized as a Strong Performer by Independent Research Firm appeared first on Concentrix.
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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.
Avoxi
MAY 11, 2021
The BAT Group Leans on AVOXI to Modernize Communications with Seamless Path to Cloud for its Regional Shared Services Center BASS Americas S.A., the Regional Shared Services Center of the British American Tobacco Group, leans on AVOXI’s global communications software for 10+ years to support their HR and Finance services with a dependable and easy-to-activate… The post The BAT Group Leans on AVOXI to Modernize Communications with Seamless Path to Cloud for its Regional Shared Services Cent
NobelBiz
MAY 11, 2021
Writing a call script is a must for contact centers that want to excel in their prospecting effort. If you write it according to the rules of the game, the script is an observable, cost-effective, and efficient method of attracting and maintaining prospects and clients. Of course, it’s not straightforward, but once you get the hang of it, writing a script will become less and less difficult.
Maru Group
MAY 11, 2021
By Ged Parton, Chief Executive Officer | May 11, 2021. When sharing the Maru Text Analytics capability with clients, one of the first questions we are often asked is ‘What level of accuracy can I achieve?” Speaking to people keen to use automated verbatim analysis tools, they’ve often been promised 100% accuracy from this sort of technology in the past, only to find that this is never the case.
ConvergeOne
MAY 11, 2021
Just ask your Customer Service Representatives, "What is the toughest or most annoying part of your daily tasks?" The answer may not surprise you. You may find that your workforce is spending a large amount of time on things that are necessary, but repetitive. Frankly, these items do not add significant value to the business and, in turn, they diminish employee satisfaction.
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!
Cincom
MAY 11, 2021
Today most organizations are struggling with why they should even think about investing in a new customer-communications solution if they’re already getting things like contracts, policies and correspondence out the door. Why fix something that isn’t broken? Well, the answer to that question really depends on what roles the customer and distribution-channel experiences have in an organization’s overall business strategy, and the perception of how much documents and correspondence influence those
LiveVox
MAY 11, 2021
Contact centers are driven by agent productivity. Because of this, emphasis on individual agents’ achievements is the norm. While this can encourage productivity, it also creates a competitive atmosphere that makes collaboration difficult. Your customer benefits when contact center agents work like they are part of a team. Where one agent might lack knowledge or […].
24-7 InTouch
MAY 11, 2021
The contact center industry has a diverse, global footprint, and brands choosing to outsource their customer service face the challenge of determining which geography is the right fit for their needs. . A lot of factors influence a brand’s decision when choosing a geographic location for outsourcing their customer support. Macroeconomic reasons like time zone and travel accessibility, as well as microeconomic factors such as infrastructure and population all play into the decision making process
Noble Systems
MAY 11, 2021
Speech Technologies encompass a broad scope of tools. Conversation Analytics is just one piece of the puzzle. Speech recognition – the ability for a computer to recognize spoken words – is another piece, and it has become pervasive in everyday life, both at home and at work. In fact, its growing use by consumers has nudged businesses into utilizing the technology.
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
Injixo
MAY 11, 2021
Forecasting is the cornerstone of workforce planning. Without forecasting, it’s impossible to calculate the required staffing and consequently, impossible to schedule your agents to consistently cover demand. In an ideal world, contact centers would always have an accurate forecast of demand for months into the future, down to interval level, e.g. 15 minutes.
CSM Magazine
MAY 11, 2021
It is common knowledge that starting a small business is difficult for many people. There are several challenges that startups face, ranging from financial concerns to the challenge of competition. Any of these challenges require the sole proprietor of the company to take reasonable action to avoid. If you don’t address these issues, the company will have to shut down in the long run.
TCN
MAY 11, 2021
St. George, Utah – May 11, 2021 – TCN, Inc., a global provider of a. The post TCN Launches Operator, Next-Generation Call Center Platform appeared first on TCN.
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