Tue.Sep 04, 2018

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AI is Not Reducing Call Center Agent Employment

Fonolo

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”.

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Top 20 Quotes for Coaching Inspiration

SharpenCX

We all need a little boost of motivation when we return to our desks after a long weekend. Sometimes we only need a cup of coffee or a quick break to read our favorite blogs to get our head back. Read More. The post Top 20 Quotes for Coaching Inspiration appeared first on Sharpen Contact Center Software.

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Amazing Business Radio: Kim Tucci

ShepHyken

Bend Over Backwards For Your Customers. How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??. Top Takeaways: You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity.

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5 Values of Speech Analytics for the Insurance Industry

Callminer

Read 5 tips on how monitoring and analyzing data on every interaction including calls, email, live chat, SMS messaging, and social media.

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The 2023 Verint Experience Index: Retail

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

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CX Storytime Tale of A Dish Bear-ly Served Cold

Russel Lolacher

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of…. A Dish Bear-ly Served Cold The Story ACT ONE: Robert gazed. The post CX Storytime Tale of A Dish Bear-ly Served Cold appeared first on The Upsell.

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New Training Video: How to Get Great Customer Service

Toister Performance Solutions

The lightbulb moment happened in a convenience store. I had gone in to buy a Coke on a hot summer day. As I approached the counter, I noticed everything about the cashier's body language suggested he didn't want to be there. His shoulders were slumped forward, he looked disheveled, and had a bored expression on his face. The cashier was ignoring customers as he heated a burrito in the store's microwave.

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Alorica Named One of America’s Fastest-Growing Private Companies by INC. 5000

Alorica

Global BPO Company Joins Prestigious List for First Time in Company History IRVINE, Calif. – Sept. 4, 2018 – Alorica Inc., the world’s leading platform for all customer interactions, today announced that for the first time it has earned a position on the 37th Annual Inc. 5000 list—the most prestigious ranking of the nation’s fastest-growing private companies.

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AskNicely NPS Software Now Available on the Salesforce AppExchange

AskNicely

AskNicely, Inc. announces its NPS software — the perennial #1 recommended software for Customer Feedback on G2Crowd — is now on the Salesforce AppExchange. Now you can comprehensively handle NPS feedback data in Salesforce with AskNicely. Quickly and easily automate the customer feedback loop to improve your customer experience, be more effective at every touchpoint, and amplify growth.

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The Many Advantages of Outsourcing your Medical Transcription Services

OctopusTech

Outsourcing medical transcription services , in the recent years, has become something of a trend in the healthcare industry, its major beneficiaries being health clinics, hospitals, physicians, healthcare providers and out-patient surgical centers. Now, it’s a medical field that requires only qualified individuals with a special skill-set which healthcare providers can rely on to take their transcription process such as accurate documentation and record keeping to the next level.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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BPO Site Visit: What You Can Learn in the First Few Minutes

Transparent BPO

My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. In the article, Muñiz outlined three critical areas you should focus on in the first few minutes of […] The post BPO Site Visit: What You Can Learn in the First Few Minutes appeared first on Transparent BPO.

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New Technology Strategist Dives Deep for Client Solutions

Working Solutions

Ashok Narayanan, an industrial engineering leader in healthcare and travel, joins the senior management of Working Solutions. He’s known for his expertise in transforming complex systems, such as Sabre flight reservations. His work simplified its use for agents industrywide. Narayanan, who holds dual engineering degrees, is an e-commerce pioneer, having been part of the team […].

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6 Ways to Securely Implement your AI-based Chatbot

Inbenta

Inbenta has extensive experience deploying intelligent, conversational chatbots throughout large enterprises. Over the years, we’ve learned a lot about cybersecurity measures, what to prepare for, and what to guard against. After a more recent in-depth review, we’ve outlined the following best practices for securely deployed your AI-based chatbot onto your site.

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Is Your Document Translation Process Straightforward and Secure?

Voiance

As an organization that services non-English-speaking customers, you need your marketing brochures, contracts, notification letters, and websites translated accurately, securely, and quickly to meet customer demand. Voiance is committed to giving you the best translation experience, which is why we are excited to announce the launch of our new Customer Portal.

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The Open CCaaS Advantage Report

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.

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What is a Cold Transfer in a Call Center? The Details on a Changing Call Center Technique

ChaseData

What are cold transfer calls ? How are they used? Do they have a place in the modern practices of call centers? The answer is yes – but the key to making that true is knowing exactly how to execute these calls properly.

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CX Myth #3: You Can’t Manage What You Don’t Measure

Customer Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #3: You Can’t Manage What You Don’t Measure What’s Wrong: When people talk about CX, they often repeat a popular saying “you can’t manage what you don’t measure.

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SaaS, BYOD, and Hosted VoIP: Communications Technology in 2018

Jive

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. If your company wants an understanding of each acronym and what they can do for your organization, then keep on reading. The following explains what each of these acronyms means, as well as how you can leverage them to bolster business growth.

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Concentrix Sweeps Asia Pacific HRM Congress Awards in India

Concentrix

Innovation and Commitment to Staff Reap Four HR Awards Bangalore, India – Concentrix won Asia Pacific HRM Congress Awards for excellence in HR in four categories. The post Concentrix Sweeps Asia Pacific HRM Congress Awards in India appeared first on Concentrix.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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?? Amazon Valuation Reaches $1,000,000,000,000

Branch Mesenger

Here's the stories we're reading about the world of commerce, retail and work this week: ?? Amazon = $1,000,000,000,000. ?? 7 Forces Changing Way We Work. ?? New Life For Retail. ???? Four Words To Competitive Advantage. ?? Dollar General Sales Surge. ?? There's Nothing Like A Big Bear Hug. ?? Do Your Customers Love Their Company? ?? Bon-Ton Collapse in Slow-Motion.

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3 Signs your Business is [Becoming] Irrelevant

Andrew Mcfarland

Would you recognize the signals your customers are sending right now that say “your company is irrelevant”? Not long ago, a friend of mine had been trying to schedule a recurring meeting with a Top 3 Telecom provider (let’s call.

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First impressions count – especially when it comes to IVR

Sabio

While organisations are encouraged to delight customers at every touch point, it’s also important to be realistic – particularly for routine interactions. For cost-efficient, low-effort engagement it’s perhaps wiser to focus your resources on reducing customer effort.

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Customer Retention Strategy: Measuring & Managing Subscription Consumption

Education Services Group

The need to measure product utilization and/or subscription consumption is a no-brainer. Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. If usage is low, odds are that your customer sees little if any value in your solution.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Next Stop - Slack Frontiers, San Francisco

Jon Arnold

Not wasting any time kicking off a busy fall, both on the work front and with conferences. Tomorrow, I'm flying way out west to San Francisco for Slack's Frontiers event. They've been both disruptive and innovative, and Slack has become a household name in very little time. This will be my first time attending their industry event, as it will be for most, so there will be lots to learn and many people to meet.

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Customer Retention Metrics Part 1: How to Create a Pre-Purchase Experience that Sells

Relay Blog

What’s the first thing that comes to mind when you think about customer retention? If. The post Customer Retention Metrics Part 1: How to Create a Pre-Purchase Experience that Sells appeared first on Relay.

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3 Steps to Deliver Contact Centre Transformation

Connect

The role of the contact centre is evolving at a rapid rate. As a result, the capability of the underlying technology must evolve to meet that. By taking an evolutionary approach to contact centre transformation, you can deliver that transformation quicker, more completely and with less cost compared to a “replacement” approach.

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Why an AI Virtual Assistant Helped TechStyle Fashion Group Hire & Keep Better Call Center Agents

SmartAction

TechStyle Fashion Group is one of the most innovative brands in the fashion and retail industry. They’re known through brands like Fabletics, Fabkids, JustFab, and ShoeDazzle, which offer a subscription model where members receive products selected by TechStyle’s “personal stylists” and based on their individual preferences. Their disruptive business model has helped them stand out against other high-level brands, and they’ve utilized technology as tools to give them a competitive advantage in t

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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6 Ways to Securely Implement your AI-based Chatbot

Inbenta

Inbenta has extensive experience deploying intelligent, conversational chatbots throughout large enterprises. Over the years, we’ve learned a lot about cybersecurity measures, what to prepare for, and what to guard against. After a more recent in-depth review, we’ve outlined the following best practices for securely deployed your AI-based chatbot onto your site.

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Customer feedback and trust; how a lack of feedback opportunities is costing the financial services industry dearly

Maru Group

Results taken from Maru/edr’s Financial Services Treating Customers Fairly report. Full exclusive insight available in Autumn 2018. Trust is the biggest driver of consumer decision making when it comes to financial services. Maru/edr research from just last month revealed 62% of consumers cite trust as the most important factor when considering which provider to open an account with.

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2018 Contact Centre WFM Benchmarking Study - powered by injixo

Injixo

London, England: injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters. The survey is not limited to users of injixo WFM, it is open to planning professionals in all industries and users of all software tools, even spreadsheets.