Monet Software
DECEMBER 12, 2019
Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the recruitment team needs to know how many full-time equivalents (FTEs) to bring on two months from now. With these demands alone, new call center analysts can easily be overwhelmed by the prospect of predicting costs and call volumes that include 12 months of forecasting.
Playvox
DECEMBER 12, 2019
Motivating a team of customer service agents can be daunting for a team leader.
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Guru
DECEMBER 12, 2019
What’s the key to the success of direct-to-consumer brands like Glossier and BirchBox? Well, the name of this new breed of businesses says it all: it’s that direct relationship with consumers. And in a world in which many customers never even set foot in a physical retail store, your customer support team is in charge of establishing and nurturing the relationship with your customers.
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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.
Customers That Stick
DECEMBER 12, 2019
Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be. But first, what do we mean by a game changer? It’s simply something that materially redefines how we look at or execute around customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Lumoa
DECEMBER 12, 2019
Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.
PeopleMetrics
DECEMBER 12, 2019
Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees.
Noble Systems
DECEMBER 12, 2019
“Noble Systems continues to shine in terms of offering proactive and interactive outbound solutions, but also has staked a solid reputation on offering a complete, integrated portfolio of customer contact applications, with its analytics, AI, workforce engagement and gamification offerings.” – Nancy Jamison, Principal Analyst, Digital Transformation, Frost & Sullivan.
Concentrix
DECEMBER 12, 2019
Concentrix Wins for Best Companies for Women and Best Companies for Diversity Fremont, CA – Every year Comparably celebrates the companies and leaders that are deemed as the most exceptional in 16 categories. Four different awards are released each quarter, culminating in the biggest awards given at the end of the year. Concentrix won two. The post Comparably Awards Recognizes Concentrix Again appeared first on Concentrix.
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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
Fonolo
DECEMBER 12, 2019
A thoughtful human being on the other end of the line when you call for help. An expertly-tied velvet bow adorning the top of a gift you purchased. A hand-written note with charming keepsake tucked into a box containing your online purchase. Empathy. Courtesy. Generosity. Humanity. Artfulness. Whatever the customer service flourish we encounter on our journeys as consumers, we know when it works.
Totango
DECEMBER 12, 2019
A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps. The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. This modular approach lets you focus on goals-based, results-driven KPIs that guide the customer and help them reap benefits from the use of your product.
Call Experts
DECEMBER 12, 2019
It is time to celebrate the holiday season; everyone is excited to shop and give gifts to their loved ones near and far. For your business, this season can be a challenging phase. Although businesses grow and flourish during the holidays, the holiday rush can be overwhelming with the increase in customer requests and orders. Consumers can be demanding, and at this time of year, their needs should be at the forefront of every business owner's mind.
Ansafone
DECEMBER 12, 2019
Having an expert contact center as part of your team can increase service quality, leading to increased customer loyalty, office productivity, and company profits. Here are some of the reasons why so many companies have entrusted Ansafone as their contact center. We Are the BPO Experts When you partner with Ansafone, we become a critical … Why Choose Ansafone?
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.
Interactions
DECEMBER 12, 2019
How are you delighting your customers? For large retailers, this question is of paramount importance, especially during the holiday shopping season. . A delighted customer is loyal. Increased loyalty often translates into those customers making more purchases, more often. A recent study found that 50% of loyal customers will make more purchases with their preferred retailer and 60% of those loyal customers are more likely to purchase more frequently.
VirtualPBX
DECEMBER 12, 2019
Today’s guest post was written by TechWarn , a digital safety advocate and news site. Data is not what it used to be, especially to brands and businesses. Of course, data has always been important in the business setting, but the rate at which data is being coveted these days brings a new twist to the whole game. That makes it necessary for brands to protect their data better.
CustomerSuccessBox
DECEMBER 12, 2019
Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment. First of all customer success is a long term game.
LiveChat
DECEMBER 12, 2019
As you might have noticed, we moved things around in the Reports section. Now, there are five categories, plus the summary and data export. Don’t worry, all reports are still there, we just wanted to make it easier for you to find a specific type of information. For example, in the agent category, you will see all reports that help you manage your team’s performance.
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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.
Connect
DECEMBER 12, 2019
When we talk about contact centre scalability, we tend to focus on the automation of the underlying technology. However, the ability for a contact centre solution to scale during the onboarding of a large workforce is equally important, especially during a period of peak or seasonal investment when much of your workforce is temporary like Christmas or Sale promotions.
JivoChat
DECEMBER 12, 2019
It’s that time of the year again, when people gather with friends and family to celebrate Christmas and, soon after, New Year. With this in mind, it’s time to start thinking about your new year resolutions, but this time - don’t just focus on your personal life, think about how you can create new goals for your own business and what you would like to achieve in the upcoming year.
CallSource Insights
DECEMBER 12, 2019
A service BDC department for your automotive dealership can help you create better first impressions and set more appointments to sell more cars. An earlier version of this article was originally published by Digital Dealer Magazine and can be viewed here. Successful dealerships know their service department is a huge opportunity for more business and to deliver great ROI.
CSM Magazine
DECEMBER 12, 2019
In business, just as in life, excellent decision-making skills draw the line between success and failure. Some of the things that make the great leaders of our world are fast thinking and reacting, betting right on expected values, and envisioning long-term strategies. Decision-making skills represent the cornerstone of good leadership and successful businesses.
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!
ChaseData
DECEMBER 12, 2019
With both cold and flu season and the most prevalent time for the symptoms of Seasonal Affective Disorder now at hand, contact centers should examine their attendance policies and absenteeism rates. Because of the demands on many call center agents, absenteeism is common in the contact center setting. This can result in a lot of problems for everyone on your team, from agents experiencing smaller paychecks as a result of missing work to those who are left to pick up the slack caused by agent abs
CSM Magazine
DECEMBER 12, 2019
Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for that: Retail sales hit a record of $6 trillion in 2018, according to the U.S. Census. That’s better than the pre-recession high of $4.4 trillion spent in 2007. It’s also a 50% increase from 2009’s record low of $4.06 trillion.
Transparent BPO
DECEMBER 12, 2019
FOR IMMEDIATE RELEASE Jason Sterns, Vice President of Business Development, joins select group of contact center industry professionals to contribute content to ICMI audience LAYTONSVILLE, MD (December 12, 2019) — Transparent BPO, a nearshore contact center and business process outsourcer, today announced that Jason Sterns, Vice President of Business Development, has been chosen to be an International Customer […].
bold360 Blog
DECEMBER 12, 2019
Sure, you know the importance of customer service. But do you know just how important it is? One look at customer service statistics and it’s clear that consumer expectations when it comes to service aren’t just rising—they’re skyrocketing. If you want to stay competitive, it’s critical to step up your customer service game. Because today’s customers aren’t just comparison shopping when it comes to what you sell; they’re looking at how you sell it.
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
McorpCX
DECEMBER 12, 2019
The CX Innovator’s Honor Roll: The Companies That Inspire CX Pros.
LiveChat
DECEMBER 12, 2019
As you might have noticed, we moved things around in the Reports section. Now, there are five categories, plus the summary and data export. Don’t worry, all reports are still there, we just wanted to make it easier for you to find a specific type of information. For example, in the agent category, you will see all reports that help you manage your team’s performance.
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