Contact Center Pipeline
AUGUST 24, 2021
Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one in 1968. 1968 was the year American singer-songwriter Joe South released a song called “Games People Play,” which was actually a protest song whose lyrics spoke against hatred, intolerance and inhumanity among people during the […].
ShepHyken
AUGUST 24, 2021
Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the
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Virtual Live Labs
AUGUST 24, 2021
Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. Here’s WHY these “Hybrid” Self-Directed Contact Center Teams work: 1.
Fonolo
AUGUST 24, 2021
A company’s work environment isn’t just about air conditioning, water cooler chats, and table tennis. Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center.
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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.
Virtual Live Labs
AUGUST 24, 2021
Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. Here’s WHY these “Hybrid” Self-Directed Contact Center Teams work: 1.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Help Scout
AUGUST 24, 2021
We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. They have information to share with customers, but they don’t always have an effective means by which to share it. Luckily, there’s a tool that addresses that very issue: knowledge base software.
CSM Magazine
AUGUST 24, 2021
Generating leads is one of the most important aspects for many businesses. You need to bring in as many leads as possible, as these leads are what drive the revenue for your business. Thanks to the internet, it is now easier than ever before to generate leads, provided you’re using the right strategies. For example, did you know that brands with a blog generate 67% more leads than those without one?
ConvergeOne
AUGUST 24, 2021
When neighboring school districts were hit with cyberattacks, Moreno Valley Unified School District knew they needed to upgrade their data protection. “That kept me up at night,” said Glenn Alegre, Executive Director of Technology, Innovation and Assessment, Moreno Valley Unified School District. “I would say, ‘I don’t want to be in the front page of the newspaper because our district is not prepared.
Transparent BPO
AUGUST 24, 2021
The post Transparent BPO Listed on Inc. 5000 For Sixth Consecutive Year appeared first on Transparent BPO.
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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
NobelBiz
AUGUST 24, 2021
In the past, brand and customer interactions were much simpler: you only had to give your phone number and sometimes your email address. But now, customers have digital tools that can handle multiple channels. For contact centers, the challenge is greater than ever, to offer a superior quality of experience in front of a multitude of communication channels.
Spearline
AUGUST 24, 2021
In a recent UCToday interview , Spearline’s CMO, Mike Palmer, states that good quality sound will create a better environment for employees. As Microsoft Teams grows past the 250 million monthly active users mark it would appear that the reliance on technology to communicate is not going anywhere. But after a year and a half of working out who’s line is interrupting the call and telling people they are on mute, it is time to ensure a level of consistency to the collaboration experiences w
JustCall
AUGUST 24, 2021
Engaged call center agents are 3.3X more likely to feel empowered to resolve customer issues. Well-planned call center campaigns help improve the win rate and speeds up customer resolution. Good cold calling practices can definitely increase success rate. Likewise, customer experience is subject to streamlined call routing and resolution process. Call center campaigns are meant to organize inbound or outbound calling operations according to the needs of the clients.
CSM Magazine
AUGUST 24, 2021
Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus. This phenomena, labelled the ‘pingdemic’, has resulted in 600,000 people being told to isolate by the NHS COVID app in one week, causing disruption to services across the country and widespread staff shortages.
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.
delighted
AUGUST 24, 2021
Collecting and analyzing survey data is critical for pinpointing where you can improve your business. It’s encouraging to see a high number of positive responses, but what if some of those positive statements are unconsciously biased? What if some of your “yes” responses should actually be “no?”. The truth is, it happens often. And acquiescence bias is likely to blame.
Satrix Solutions
AUGUST 24, 2021
Despite having been launched nearly 20 years ago, there continues to be a divide among practitioners as to the value of Net Promoter Score (NPS). Whether you are a Promoter of this methodology or a Detractor, you might have wondered: How do senior practitioners like yourself feel about the value and ROI of Net Promoter? Which departments most often ‘own’ NPS survey administration and/or the budget in other B2B companies?
Helpware
AUGUST 24, 2021
Learn what 13th month pay is and how to calculate it in this guide. This way, you can ensure complete salary compliance for your international workforce.
Quiq
AUGUST 24, 2021
Share This Story In 2020, eCommerce grew by a staggering 44% as shopping experiences typically associated with in-store visits rapidly migrated to digital marketplaces. While this shift in purchasing behavior has several implications for the retail industry, two changes stand out as particularly significant for eCommerce leaders: An increasingly digital retail market levels the playing field for brands – With greater access to a wider array of brands online, consumers’ purchasing decisions
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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.
PeopleMetrics
AUGUST 24, 2021
It's halfway through 2021 and your CX strategy needs a checkup! CX directors and managers, get together with your team to look at your customer experience metrics and where you want to go next. In this session, our customer experience management experts walk you through a 3-step customer experience framework (with downloadable PDF!) to assess your Voice of the Customer program and pivot as needed to keep driving customer-centricity and organizational alignment at your company through the end of
Nicereply
AUGUST 24, 2021
Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. There is a trend in customer service to make business messaging quicker, easier, and more convenient. Among consumers aged 44 and younger, 75% want to contact companies via text , and this number is likely to increase.
JustCall
AUGUST 24, 2021
Engaged call center agents are 3.3X more likely to feel empowered to resolve customer issues. Well-planned call center campaigns help improve the win rate and speeds up customer resolution. Good cold calling practices can definitely increase the success rate. Likewise, customer experience is subject to streamlined call routing and resolution process.
kommunicate
AUGUST 24, 2021
Industries around the world are being positively altered by the transformational power of AI. Even the Education sector is quickly assuming AI-powered learning & communication tools to churn out persistent quality! A large number of colleges in the USA are leveraging DLT (Digital Learning Technologies) to enhance teaching effectiveness & student learning.
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!
CSM Magazine
AUGUST 24, 2021
Do you wonder how commercial vehicle fleet management will look in the near future? Do you want to know more about new fleet management technology? Read on to find out more. The last year has changed our lives dramatically, and lots of industries have undergone various changes. On the one hand, there were plenty of roadblocks in different spheres. Many companies suffered from losses and didn’t know how to cope with the situation.
LiveVox
AUGUST 24, 2021
Each process in your call center is an important link in your customer service supply chain. You can optimize the service you provide to your customers by making sure each link is as strong as possible. Several staple metrics let you measure how well your service processes function holistically. They tell you whether or not […]. The post What Are Important Call Center Metrics?
ClientSuccess
AUGUST 24, 2021
It’s no surprise the handoff from sales to customer success is one of the trickiest parts of the customer success journey. It doesn’t help, either, that this handoff happens early on in the customer success journey. An awkward transition from the sales process to implementation and onboarding can set the tone for the entire customer relationship – good or bad.
Vcaretec
AUGUST 24, 2021
Customer care is a huge industry with fantastic career opportunities. Fantastic customer care reps really stand out from the pack, both to the customer and within the organizations they serve. Below are five characteristics that we believe every great customer care rep has. If you are interested in a career in customer care, it is worth working on these soft skills 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
TCN
AUGUST 24, 2021
ST. GEORGE, UTAH – August 23, 2021 – TCN, Inc., a global provider of a. The post TCN Launches “The Complete Guide to Managing Call Center Agents,” a Free Online Resource for Managers appeared first on TCN.
Zappix
AUGUST 24, 2021
Vaccination tracking, easy document uploads, and proactive daily symptom assessments delivered to GRM Information Management employees via text or email are helping keep.
SmartKarrot
AUGUST 24, 2021
Role: VP Customer Success Location: Remote, United States Organization: SocialChorus As a VP of Customer Success, you will create a vision and strategic plan for leading Customer Success teams with delivering a scalable best-in-class customer journey for the 500+ global customers that maximizes revenue and retention. Define the various stages of the customer journey and lead the Customer Success teams to ensure the customers achieve the best experience possible within each stage.
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