Concentrix

APRIL 13, 2020

Discover how AI can be used in your contact center to help transform the customer experience. The post Role of AI in the Contact Center appeared first on Concentrix.

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JustCall

APRIL 13, 2020

Are you finding it difficult to manage remote customer service teams? Well, you’ve dropped in at the right place. With the pandemic leading to global lockdowns, teams are moving to work from home and remote culture. We interviewed several customers and customer service teams that have shifted to remote working. And summed up all the best performing hacks in this blog post they are using to achieve team success.

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Customer Service Interactive Voice Response Analytics First call resolution 98

bold360 Blog

APRIL 13, 2020

As the COVID-19 global pandemic continues, customer experience (CX) is experiencing a double-whammy. On the customer side, there’s a higher volume of need and more urgency around getting those needs met fast. Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed.

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Myra Golden Media

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra 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.

Steve DiGioia

APRIL 13, 2020

I never understood how some people keep a pot-bellied pig in their house as a pet. What’s wrong with a cat or dog? Or maybe some pretty fish, a hamster, or even a darn ferret. But a pig? Don’t get it. I never understood how the geniuses who thought it was ok to stop teaching cursive writing (it was called “script” when I was in school) figured today’s school kids would sign a contract later in life.

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Scripts 191

Lumoa

APRIL 13, 2020

What is voice feedback? With modern technologies available today, such as speech-to-text and artificial intelligence it’s possible to automatically generate insights from calls. In this article, we'll explain what voice feedback is and how to generate customer insights from it.

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Feedback Technology 155

Serenova

APRIL 13, 2020

Now that your contact center agents are safely working from home, it’s time to focus on the business of managing and coaching to ensure productivity. Motivating agents and helping them stay productive is possible—and critical—during this crisis and for long-term success once it’s behind us. Keeping agents motivated to do well despite the stress and distractions of new routines, processes, challenges—and life—takes effort.

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Gamification Contact Center Metrics contact center solutions 145

Lumoa

APRIL 13, 2020

”Calls may be recorded for training and monitoring purposes”. This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. Some firms receive over 10 000 hours of calls per day and it would take several years for one person to listen to and transcribe those calls. Having a person listening to every call and transcribing them isn’t really an effective strategy.

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Feedback Interactive Voice Response call center professionals Surveys 83

JustCall

APRIL 13, 2020

The perks of working remotely are finally coming to the fore. As enterprises are going remote, they are also switching the way they communicate with target audiences and approach prospects. Even if you make a shift to remote work, you need to ensure that your business runs as usual. Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home.

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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

Advantage Communications

APRIL 13, 2020

Artificial Intelligence (AI) is radically changing all types of industries and business, and none more so than IT customer service. In recent years, AI-powered chatbots have become a huge part of the customer experience. In fact, despite chatbots being a relatively new technology, a study from Chatbots Magazine found that 67 per cent of consumers expect to either see or use messaging apps when talking to a business.

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Chatbots Customer Service Technology Customer Experience 98

FluentStream

APRIL 13, 2020

Operating a business takes all of your focus and energy. Doing that remotely from the comfort of your home, a small cafe, or somewhere exciting like a beach or mountain lodge can seem nearly impossible to handle. With the current. Read More.

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Up Your Service

APRIL 13, 2020

We are pleased to announce that Uplifting Service: The Proven Path to Unleashing Unbelievable! has been named the World’s Top Customer Service Development Program in 2020 by the GlobalGurus.org. We sincerely thank all Uplifting Service Leaders and Champions, our own Uplifting Service team, and all supporters who made this happen. You bring this program to life around the world.

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Customer Service 98

FluentStream

APRIL 13, 2020

If you’re anything like me, you’re almost never at your desk. Yes, it has your name on it, your stress ball, your bobbleheads, the picture from your last family vacation just before you got horribly sunburned. But between all your. Read More.

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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

TeamSupport

APRIL 13, 2020

“Right now, you as leaders have only one option: Lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advises. He’s right. But leading in the best of times is difficult, and while many of the best leadership qualities and practices must apply these days more than ever, leaders must quickly adapt to an ongoing, very complex way of getting work done.

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Coaching Accountability Consulting Consulting 95

Customer Experience Matters

APRIL 13, 2020

Last week, my colleagues Steve Bennetts, Sally Winston, and I held a webinar (watch it here) focused on how organizations should manage their employees’ work-from-home experience. While we covered several meaty topics, we also tried to keep the discussion light and lively. In fact, we covered this topic while working from our own homes and at certain points during the webinar, you can clearly hear children playing and laughing in the background.

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Management 88

Ansafone

APRIL 13, 2020

For many businesses, choosing the right partner can mean sink or swim. As your business grows, it is important to be mindful of what your capabilities are for scaling and handling a higher volume of calls with ease and efficiency. While your business grows so does your workload. Your employees will eventually need to expand … Outsourcing to a Call Center is Not a Risk, but a Necessary Choice Read More » The post Outsourcing to a Call Center is Not a Risk, but a Necessary Choice appeared fi

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outsourcing Call Center Contact Center Answering services 77

Uniphore

APRIL 13, 2020

It’s become clear that the contact center needs to offer customers a better experience. Customer expectations for help and support have increased dramatically, Gartner noted in 2019. And it didn't matter what industry -- expectations were high across the board. More people today demand always-on support. They expect customer service to be available across all digital channels.

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Contact Center Customer Service 75

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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

Concentrix

APRIL 13, 2020

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, multiple countries have extended national lockdown periods while others are considering easing restrictions. The WHO announced it will be releasing strategic advice for global leaders making decisions on lifting restrictions. The following is a roundup of key events that have happened around the world in the last.

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Revation Systems

APRIL 13, 2020

Revation Systems, a leader in cloud-based, compliant messaging and communications, was recently named as one of CIOReview’s Most Promising FinTech Solution Providers for 2020, an annual listing of 20 companies that are at the forefront of providing FinTech solutions and impacting the marketplace. Revation’s flagship solution, LinkLive Banking, is unified communications software hosted in the cloud that offers a broad range of capabilities including rich digital banking messaging, a s

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Banking Contact Center Customer Experience 62

FiveStars

APRIL 13, 2020

As the novel coronavirus pandemic sweeps across the world, the economic fallout has been devastating. Especially for small businesses. Businesses across the country have had to lay off workers to deal with sudden cash flow crunches which, in turn, limits what those businesses can do in this time. On March 27, the White House signed […]. The post 4 Tips on How to Handle Coronavirus as a Small Business Owner appeared first on Fivestars Insights.

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Concentrix

APRIL 13, 2020

Learn how AutoML makes it easy to use machine learning to uncover hidden trends and insights. The post XP AutoML appeared first on Concentrix.

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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

pindrop

APRIL 13, 2020

Last week, Sales Engineers Jay Hart & Dave Dalebroux facilitated an engaging discussion concerning the rise of social engineering, the how and why social engineers are targeting contact centers, and what you can do to address it. In last week’s Pindrop Pulse webinar, Jay Hart & Dave Dalebroux discussed social engineering and presented recommendations on how you can address social engineering and protect your call center.

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Engineering Interactive Voice Response Call Center Contact Center 52

Skybridge

APRIL 13, 2020

This is the fourth in our blog series on COVID-19 Rapid Response. You can find them all, starting with the first post in this series, here. In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. But of course, there are longer-term factors to consider – and conquer – in order to lead high performing customer care teams capable of delivering superior customer and patient experience.

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Coaching Customer Care At home agents Call Center 52

pindrop

APRIL 13, 2020

This week, Thursday, April 16, join Sales Engineers, Darren Baldwin and Shawn Hall for an in-depth discussion on how and why criminals are assaulting your IVR and what you can do to address it. In this week’s Pindrop Pulse webinar, Darren and Shawn discuss IVR assault and present recommendations on how you can address it and protect your entire call center.

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Interactive Voice Response Engineering Self service Call Center 52

JustCall

APRIL 13, 2020

The perks of working remotely are finally coming to the fore. As enterprises are going remote, they are also switching the way they communicate with target audiences and approach prospects. Even if you make a shift to remote work, you need to ensure that your business runs as usual. Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home.

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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

inmoment

APRIL 13, 2020

With everything going on in the world, many workplaces are making the switch and having their employees work from home. As nice as it sounds to stay home all day, routine changes can take quite a toll on physical and mental health. Between trying to figure out how to collaborate on projects and find balance between working, online meetings, and being at home, your employees may find themselves exhausted with the process. .

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Entertainment Best practices Education Technology 52

JustCall

APRIL 13, 2020

The perks of working remotely are finally coming to the fore. As enterprises are going remote, they are also switching the way they communicate with target audiences and approach prospects. Even if you make a shift to remote work, you need to ensure that your business runs as usual. Start with your remote sales teams, first. In this blog, we will share some hacks and tips sales teams can follow, as they work from home.

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Sales Chatbots Analytics Wireless 52

SmartKarrot

APRIL 13, 2020

SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. Growing at the same pace, a report from BetterCloud had anticipated that 73% of the organizations will have all SaaS apps by 2020.

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SaaS Engineering APIs Analytics 19