Toister Performance Solutions
JULY 25, 2019
Follow-up can be the difference between relationship-driven service or a mere transaction. A Customer Service Tip of the Week subscriber recently emailed to tell me she had stopped receiving the weekly tips. The subscriber wanted to know why they had stopped and how she could continue to receive them. The challenge was everything looked fine on my end.
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Bright Pattern
JULY 25, 2019
Call center software originated in the 1960s, when the UK-based tabloid The Birmingham Press implemented a system that used a simple algorithm to filter calls and assign them to the best agents available at any given moment. Fast-forward over 50 years, and the call center has expanded vastly in scope and has developed rapidly to incorporate every piece of new tech available.
Nextiva
JULY 25, 2019
In 2019, retaining customers is not about witty marketing or clever sales tactics. To be successful, you have to take a step back and design an amazing customer service experience. You have to be able to delight the customer from the very first touchpoint with your brand. And, it all starts with customer insight. What […]. The post 21 Tactical Tips to Uncover Real Customer Insights (Fast) appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
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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.
Avoxi
JULY 25, 2019
Whether you want to become the best call center agent you can be, or you want to make a new hire based on the top skills and abilities a great call center agent needs, having the right people on your team saves you time and money. But what are the most important qualities of a… The post 7 Qualities of a Successful Call Center Agent appeared first on AVOXI.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Journey
JULY 25, 2019
nGUVU integrates Conversation Analytics with advanced gamification technology to drive employee engagement, intrinsic motivation, and performance. nGUVU is the global leader in contact center employee engagement. In its quest to further improve agent operational metrics, nGUVU partners with Call Journey, the leading pioneer in Conversation Analytics, to provide businesses with an immersive and comprehensive solution in tracking insightful KPI’s and boosting agent satisfaction and engagement.
Fonolo
JULY 25, 2019
It’s no secret that, once upon a time, utility companies could get away with less than stellar customer service. Nowadays, increased competition means that customers have more alternatives than ever before, and are willing to switch providers if they are unhappy. Even utility companies that operate in a de facto monopoly have regulators mandating certain customer service levels with corresponding CSAT scores.
Kristina Evey
JULY 25, 2019
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read More Episode 60 – Customer Service Expert Shep Hyken Shares His Insights. The post Episode 60 – Customer Service Expert Shep Hyken Shares His Insights appeared first on Kristina Evey.
Ameyo
JULY 25, 2019
We have stepped in an era where the face of contact centers have changed and businesses are adopting the technologies to be available for their customers across touchpoints. But, how contact centers impact businesses? Moving from solving 80% queries over calls to analyzing customer journey while working across departments, businesses are working on a large … Contact Center: From Infrastructure to Business Enabler Read More » The post Contact Center: From Infrastructure to Business Ena
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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
Calabrio
JULY 25, 2019
From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies.
NICE inContact
JULY 25, 2019
Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics.
Advantage Communications
JULY 25, 2019
Today’s top nearshore outsourced call centers use a wide range of technologies to implement world-class customer support strategies for their clients. Technologies such as live-call guidance , artificial intelligence (AI) , omnichannel support and CRM platforms all help modern-day outsourced call centers to deliver a superior customer experience (CX).
JustCall
JULY 25, 2019
Selling is hard. It always has and it always will be. There is no buffer in between a won and a lost deal. Your sales reps are constantly faced with competing tasks, all seemingly more urgent than the next. And when we are talking about productivity, mere human fingers can’t cut much of the time. This creates a gap, that can be only filled with a sales automation tool like predictive dialer.
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
JULY 25, 2019
VoIP phone networks, typically, are easy to set up. You just plug your phones into ethernet cables. Job done! But sometimes a basic VoIP network configuration isn’t enough. Occasionally, businesses have unique or complicated situations that are best served by communications professionals. For example, a pop-up call center for a political campaign would want its installation of dozens of phones to work without error.
Talkdesk
JULY 25, 2019
We recently had the pleasure of interviewing Charlotte James Lisbonne (Customer Success Manager) and Lukas Williams (Head of Tech Support/Business Development Manager) from SMTP2GO. SMTP2GO, founded in 2006, is headquartered in New Zealand with customers in 130 countries. Their mission is to provide the fastest, most reliable SMTP service on the market.
CSM Magazine
JULY 25, 2019
One of the most frequent challenges frontline employees face is when they find themselves dealing with one customer in front of them, another on the phone, while a third arrives with just a quick question. While there are no absolute rules for juggling customers here are five tips that work well in reducing stress and boosting customer loyalty. Tip #1 Remember, this is good.
Monet Software
JULY 25, 2019
Workforce management in a contact center or help desk is the art and science of having the right number of employees with the right skills at the right times, to meet accurately forecasted volumes of work at a predetermined service level with minimized costs. Workforce management is a critical task for contact centers and help desks, as poor planning and execution can have a negative impact on your business (revenues, costs) your customers (satisfaction, loyalty) and even your employees (motivat
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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.
Kristina Evey
JULY 25, 2019
On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey.
Guru
JULY 25, 2019
“Let’s just give everyone a few more minutes.” It’s 9:02 am, and the words hang in the air as both sides of the group demo finish getting into character.
Nuance
JULY 25, 2019
Let’s face it: it’s hard to know what type of career you want to pursue when you don’t know what is out there. Many enter college feeling like we have to know exactly what major we want to pursue and that somehow we’re not driven – or worse, could meander without gaining meaningful experience – […] The post Advice To An Intern appeared first on What’s next.
A Better Answer
JULY 25, 2019
If you work in customer service or more specifically, a call center , chances are you've dealt with customer complaints before. And if you haven't, don't worry, your time is coming.
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!
Quiq
JULY 25, 2019
The announcement of Quiq’s Series B funding round has been picked up my multiple news outlets as an exciting continuation of the companies pursuit of being at the forefront of consumer communications across digital engagement channels. Quiq has set itself apart and this news is a clear indication of the confidence and strategic positioning the company has garnered in contact centers and enabling enterprise customer communications.
Cincom
JULY 25, 2019
Innovation is centered on how knowledge is gained and understood; agility is how quickly and effectively that knowledge is applied. … Continue reading "Don’t Assume Agility Makes You Innovative". The post Don’t Assume Agility Makes You Innovative appeared first on Cincom Blog.
COPC
JULY 25, 2019
This edition of Book Notes is shared by Himanshu Choudhary, Sales and Marketing Lead in the APAC region, and is a summation of Daniel H. Pink’s To Sell is Human – The Surprising Truth About Persuading, Convincing and Influencing Others. Working in a sales domain, I have been a keen follower of books about sales, influence and persuasion, not only because they explain the power of moving people, but because they help to develop people, both personally and professionally.
CSM Magazine
JULY 25, 2019
Declining reimbursements, increased overhead, patient overload and the rush to litigation are but a few of the reasons to “sweat the small stuff” in the medical arena. If you don’t think you need to pay attention to the details when it comes to making your patients happy as well as healthy, think again. If ever there was a time to mind your medical manners, it’s now.
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
ppt solutions
JULY 25, 2019
TULSA, OK, July 25, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it was certified for a second consecutive year as a great workplace by the independent analysts at Great Place to Work®. The certification is. The post PPT Solutions Recognized as a Great Place to Work for a Second Consecutive Year appeared first on PPT Solutions.
CSM Magazine
JULY 25, 2019
To significantly improve team performance, coaching offers a new role for today’s managers. Good coaching requires day to day engagement with employees to give assistance as needed. Few managers do this well. Behaviorists Evert and Selman have over 15 years of study about organizational effectiveness. They argue that, “a management paradigm based on coaching can readily out-perform a management paradigm based on control.
Hello Customer
JULY 25, 2019
Engaged employees = happy customers! By mapping the different departments of your company as concentric circles around the customer, you'll create a customer-centric workflow that is bound to lead you to success! Intrigued? Watch our next episode of 'Leslie Illustrates' to find out more!
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