Fonolo

SEPTEMBER 27, 2018

Big news in the call center world broke last week: NewVoiceMedia (NVM) was acquired by Vonage for $350M. What does it mean? Well, the obvious take-away is that cloud-based call centers continue to be a hot space and a great way to build value for investors. Some commentators talk about a “wave of consolidation” as if it’s a time-limited event, but as I look back at the last decade, it seems more like a constant rhythm in the industry.

Call Center 76

Call Center voip CRM industry standards 76

Contact Center Pipeline

SEPTEMBER 27, 2018

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the work environment. Our five most-read blog posts in September included onboarding practices to setup new-hires for long-term success; simple techniques to provide meaningful recognition to frontline agents; strategies for promoting supervisors […].

Sales 100

Sales Contact Center Call Center Management 100

Nexmo

SEPTEMBER 27, 2018

In today’s hyper-competitive business environment, companies need to leverage technology solutions in order to keep up with competitors and the overall market. Interactive voice response—more commonly known as IVR technology—is one such solution. IVR has been continuously updated over the years, and today it offers the capability to quickly and easily add new functionality to […].

Interactive Voice Response 110

Interactive Voice Response Technology Marketing Contact Center 110

Customers That Stick

SEPTEMBER 27, 2018

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Customer Service 103

Customer Service 103

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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.

UJET

SEPTEMBER 27, 2018

Customer Service Week isn't just an opportunity for your team to celebrate. It's a great time to reinforce the importance of making sure each customer's experience is the best it can be. Parties, awards, and recognition for your customer service agents should be baked into the week as well, but if you're not using this week as a chance to refocus on the customer experience, you'll be missing out.

Customer Experience 89

Customer Experience Customer Service 89

Alorica

SEPTEMBER 27, 2018

More Utility Companies Plug into Alorica to Provide Customer and Financial Solutions Services IRVINE, Calif. (Sept. 27, 2018) – Alorica Inc., the world’s leading provider of customer interactions, announced today it has signed multiple utility outsourcing agreements, worth approximately $150 million, to deliver customer and financial care solutions.

outsourcing 83

outsourcing 83

Liveops

SEPTEMBER 27, 2018

Seasonal spikes are the worst time to let customers down. The holiday shopping season is just around the corner and competition for consumer dollars is increasingly aggressive. Although customer care is typically regarded as a cost center, savvy brands know that 80% of their shoppers will return after a positive customer experience. That’s why customer care teams must work hard to deliver service on par with what customers are promised.

Customer Care 82

Customer Care Brand ambassadors Call Center Sales 82

Mindtouch

SEPTEMBER 27, 2018

Customer success is a trend that continues to evolve in software companies and is rapidly expanding into other industries. Its presence in a world where customers demand personalization and instant gratification means that companies without a customer success team are quickly falling behind the competition. For MindTouch, that’s where Keri Detrick comes in.

Management 80

Management Best practices Upselling Coaching 80

GetFeedback

SEPTEMBER 27, 2018

A few years ago, trade publications were plastered with phrases like “the retail apocalypse” and “the end is near for retail.” The reality is, retailers aren’t going anywhere. Big players like Target are experimenting with both digital channels and in-store formats. They’re building seamless, unforgettable customer experiences that consumers feel every time they walk into a store or open the app.

Customer Experience 68

Customer Experience Technology Chatbots Feedback 68

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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

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Clay that’s well-centered yields a strong result; off-centered clay is ugly or eventually cracks. Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids^®” and may eventually cease to exist.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success. For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning.

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SaaS Finance Metrics Upselling 74

Alorica

SEPTEMBER 27, 2018

When Karly Jandoc, Alorica’s Sr. Director, Talent Acquisition, was in college, she knew one thing for sure about her career goals. She wanted to work with people because building relationships was her passion. So, it’s no surprise that a job in recruiting was her next step. With a background in temporary staffing, employment management in the hotel industry, and corporate recruiting, her role at.

Management 67

Management 67

AskNicely

SEPTEMBER 27, 2018

?. Ryan Carson, Founder and CEO of online coding school Treehouse , knows how important it is to hire diverse teams. Not only is it good for the world, but it also helps companies discover new perspectives, see new problems, and even increase profits (to the tune of up to 30%, according to Ryan). Unfortunately, there is still a sizable gap between the number of new tech jobs created and the number of women and minorities who pursue computer science careers.

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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

CX Advantage Walker

SEPTEMBER 27, 2018

Self-service and DIY. It’s a growing expectation among all of us and more and more prominent in our everyday lives. It’s no different in CX, where self-service / DIY Enterprise Feedback Management (EFM) platforms have become the norm. Many companies now have formal CX functions with adequate resources and expertise in order to manage and. Continue reading.

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Self service Enterprise Feedback Management 63

SharpenCX

SEPTEMBER 27, 2018

Monday, Oct. 1, kicks off the week-long celebration dedicated to customer service agents: Customer Service Week. Your agents tirelessly serve customers and make your companies better. And they do it while worrying that an angry soccer mom might negatively rate. Read More. The post Your Week-Long Agenda to Celebrate Customer Service Week appeared first on Sharpen Contact Center Software.

Customer Service 59

Customer Service Contact center software Contact Center Customer Experience 59

GetFeedback

SEPTEMBER 27, 2018

Retailers that embrace developing technology will keep consumers coming back for more. Here's how the retail customer experience is adapting to innovation.

Customer Experience 60

Customer Experience Technology 60

Comm100

SEPTEMBER 27, 2018

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on. Customers expect a lot more from customer service agents than a simple greeting.

Coaching 64

Coaching Feedback Customer Service Customer retention 64

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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

inSided

SEPTEMBER 27, 2018

Sometimes B2B software users need product support beyond basic help documents. In this blog post, we discuss how incorporating user-generated content (UGC) can enrich your help center and boost customer satisfaction.

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B2B 60

TELUS International

SEPTEMBER 27, 2018

Five advanced call center technologies that are adding new levels of personalization to the customer experience.

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Call Center Technology Personalization Customer Experience 66

Revation Systems

SEPTEMBER 27, 2018

Searching for a call center solution that can securely provide your credit union members with the financial services they need from anywhere, at any time and on any device? Look no further! Join the Revation team and hundreds of credit union professionals as we kick off the National Credit Union Call Center Conference October 14 – 17 at the Park MGM (formerly the Monte Carlo) in Las Vegas!

call center solutions 54

call center solutions Call Center Technology 54

ChaseData

SEPTEMBER 27, 2018

How do agents get incoming calls? Once upon a time, incoming calls were simply routed to the first available open extension. The agent answering that line had to deal with whatever was on the other end. To accurately directed call required a live receptionist transferring the call to the appropriate agent, or different numbers for different functions within the organization.

Interactive Voice Response 56

Interactive Voice Response Customer Service call center software Call Center 56

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

CX Advantage Walker

SEPTEMBER 27, 2018

Self-service and DIY. It’s a growing expectation among all of us and more and more prominent in our everyday lives. It’s no different in CX, where self-service / DIY Enterprise Feedback Management (EFM) platforms have become the norm. Many companies now have formal CX functions with adequate resources and expertise in order to manage and. Continue reading.

Self service 48

Self service Enterprise Feedback Management 48

Mindtouch

SEPTEMBER 27, 2018

When you call MindTouch for support, you might find yourself speaking with Braeden Austgen, one of our Technical Support Agents. Braeden started his career with MindTouch as a part of the Import team and soon realized he wanted to join the front lines. On a daily basis, he helps customers navigate their MindTouch sites and shows exceptional care while attending to customers’ concerns.

Best practices 48

Best practices Customer Service Construction Technical Support 48

VHT

SEPTEMBER 27, 2018

The holiday season is just a few short months away, so now is the perfect time to start preparing the Holiday Rush! Over the holidays, you will surely see an influx of customers reaching out to your contact center through all means, including calls, emails, chat, website forms and social media, so it’s essential to compensate for this increase in activity by adjusting your strategies, preparing your service reps, and planning ahead.

Contact Center 48

Contact Center First call resolution Morale Metrics 48

Mindtouch

SEPTEMBER 27, 2018

Anthony Correia has a passion for building products from the ground up. After co-founding a startup, Anthony realized he wanted to learn more about the technical end of business. He attended Origin Code Academy and started working for the MindTouch content import team shortly thereafter. Anthony continues to put his coding skills to use as an Implementations Specialist and branding expert for various customers looking to achieve cohesive styling across all brand assets.

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Self service Customer effort Feedback Marketing 48

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

Genroe

SEPTEMBER 27, 2018

Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].

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B2B B2C Marketing Personalization 45

Eckoh

SEPTEMBER 27, 2018

Are US insurance companies in danger of shooting themselves in the foot? Even the best of brands are at risk — if they get exposed in one vital area of customer care.

Customer Care 45

Customer Care 45

Playvox

SEPTEMBER 27, 2018

According to a study done by CCW , training is the #2 priority for contact centers in 2018. As they believe tools and training play crucial roles in driving the agent experience. You have to be diligent if you want to improve your agents’ performance with call center soft skills training activities. Skills like communication, questioning techniques, self-awareness, empathy, and dealing with difficult customers don’t change easily.

Call Center 42

Call Center Contact Center Management 42