Thu.Mar 12, 2020

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Call Center Regulatory Compliance

Callminer

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. As communication technologies continue to evolve, so too do the various threats that target them. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Such organizations regularly intercept and process important, sensitive data pertaining to customers and clients across a large variety of industries.

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Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […].

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The Meditations of Marcus Aurelius by Marcus Aurelius (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service. About The Meditations of Marcus Aurelius. FROM THE PUBLISHER: One of the world’s most famous and influential books, Meditations, by the Roman emperor Marcus Aurelius (A.D. 121–180), incorporates the stoic precepts

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How Revolut Provides High-Quality Service Through In-App Chat Support [Podcast]

Nicereply

Success for Revolut is a constantly updated knowledge base to solve repeatable problems and allow support agents to find answers fast. Customers have high expectations for chat support. The real-time nature of a chat request requires that customers receive a fast, accurate, professional response every time. Delivering that at scale can be a difficult challenge.

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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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What Does Customer Experience Look Like in the World of Coronavirus?

inmoment

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic). As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes.

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Your best sellers are prescribing solutions

Tethr

Today’s top sellers help customers decide not just what to buy but how. In order to drive conversion upward, sales teams must sell solutions, not products. While the modern buyer is more informed and savvy than ever before, information overload along with too many options can confuse customers to the point of slowing down or even stopping their purchasing journey.

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Why Knowledge Management is Critical for Remote Teams

Guru

You slam the snooze button. “I’ve got another fifteen minutes,” you tell yourself. You’re working from home today. No sweaty subway ride. No bumper to bumper traffic. And, as an added bonus, you can even stay in your Frozen pajama pants (side note: this author’s cover is now blown). Ah, remote work. Remote work has earned a media spotlight for all the wrong reasons recently amid panic relating to COVID-19 (coronavirus).

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Building a Strong Foundation for Employee Engagement

Monet Software

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price. Enticed by these benefits, some contact center leaders dive into employee engagement strategy with motivational speeches and recognition programs to fire up the team—only to find the initiatives don’t move the needle.

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The State of AI Decision-Making

Interactions

AI is everywhere, and the use cases and new implementations are growing Almost every day in the news, you see articles about new ways that AI is being implemented to solve problems and increase productivity for businesses. There’s no question that AI is rapidly changing and improving the way we do businesses, but there is still great hesitation as business leaders question the best way to implement such a large (and complex) technology.

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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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Top 30 Call Center Metrics To Supercharge Customer Satisfaction

Nextiva

Call centers serve as the voice of customer service for many companies around the world. They have been so for decades, but its underlying technology has evolved. By all indications, contact centers will remain a viable channel for customer engagement, even in the age of messaging apps. But these days, having an average call center […]. The post Top 30 Call Center Metrics To Supercharge Customer Satisfaction appeared first on Business VoIP, Customer Experience, Sales & Marketing Conten

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XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey

Customer Experience Matters

Watch Bruce Temkin & Moira Dorsey discuss the ROI of Customer Experience (CX) during this "XM Fireside Chat.". The post XM Fireside Chat: ROI Of CX With Bruce Temkin And Moira Dorsey appeared first on Experience Matters.

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COVID-19: Announcement

Ansafone

At Ansafone, we are keenly aware of the potential impact of the coronavirus (COVID-19) and are taking steps to provide for the continuity of our services and the safety of our employees. Disaster preparedness is an integral part of our risk management program and includes a viable pandemic plan. Click here to read some of the features of the plan and actions we are taking.

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How to go virtual when your live event gets cancelled

Toister Performance Solutions

The coronavirus is having a huge impact on the meeting business. Many conferences are being cancelled or postponed. Other events are still moving forward, but organizers are monitoring high cancellation rates. Preventing the spread of the disease is understandably the first priority. We want to keep ourselves, our family, our friends, and our communities safe.

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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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How to Create an Employee Training Plan

VirtualPBX

Want to learn how to create an employee training plan? Here’s your chance. In today’s blog, we’ll talk about developing a set of goals, creating tasks to engage employees, and iterating to keep everyone up to date, including mentions of our Business Phone System as an important tool in this process. Setting Goals. Your employee training plan is only as good as your goals.

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Studio Stories: How a full-service CX solutions provider manages omnichannel customer journeys

Talkdesk

As customer expectations evolve, so does the contact center. Shifting customer demands and technologies can be challenging for enterprises to keep up with — even more so when the enterprise happens to be a Customer Experience (CX), Artificial Intelligence (AI) and Automation Solutions provider, responsible for meeting requirements across a diverse collection of industries.

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Demand Shock

C Space

Demand Shock: Some companies are set up to manage disruption much better than others. Businesses across the world are bracing for a “demand shock”. This is not only hard to manage and bad for sales – as the photos of empty shelves in supermarkets and online recipes for DIY hand sanitizer are starting to show. The bigger risk is that the customers you lose may never return, limiting your future growth potential.

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Maximising UC & Contact Centre Technology To Provide Coronavirus Contingency

Connect

Like Conn3ct I’m sure your organisation is closely monitoring the outbreak of coronavirus COVID-19. Whilst the Government is continuing to try and contain the virus, it is becoming increasingly likely that it will spread significantly.

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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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CEO update: How COVID-19 is impacting telecommunications

Spearline

How COVID-19 is impacting telecommunications in China, South Korea, Italy and Japan. Spearline has been closely monitoring the impact of the Covid-19 pandemic on global telecommunications infrastructure. Countries that have been affected by this coronavirus have now begun to significantly restrict the movement of individuals, imposing travel freezes and implementing work-from-home arrangements.

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Why Adopt Automation When I Have WFO

Uniphore

I believe Gartner’s progression from an optimized employee (WFO) has finally matured to the engaged employee (WEM). It's time to accept that automation can support traditional coaching methods. Read More.

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How To Setup FluentStream WebPhone

FluentStream

With FluentStream WebPhone, you can comfortably work from home while staying fully connected to your customers and coworkers. What is the WebPhone? WebPhone is a browser-based softphone that gives you access to all the call, voicemail, and text functionality you. Read More.

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Brand Move Roundup

C Space

The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Chris Nurko. Chief Innovation Officer, C Space. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Staying true to their ambition creates a perception of integrity.

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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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how COVID-19 is impacting telecommunications

Spearline

How COVID-19 is impacting telecommunications in China, South Korea, Italy and Japan. Spearline has been closely monitoring the impact of the Covid-19 pandemic on global telecommunications infrastructure. Countries that have been affected by this coronavirus have now begun to significantly restrict the movement of individuals, imposing travel freezes and implementing work-from-home arrangements.

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5 Reasons to Attend CXNext 2020, a Virtual Event

bold360 Blog

CXNext 2020 on May 12 is a 100% virtual event, and it’s FREE. Register here. Virtual events are growing in popularity, not only because of the many inconveniences associated with traveling to live events (lost time in transit, large carbon footprints associated with jet fuel and auto emissions, monetary costs and the growing concerns with Covid-19 ) but also because virtual events offer unique benefits and added perks that live events simply can’t match.

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Top 5 Ways to Optimize Your LinkedIn Profile in 2020

CSM Magazine

Whether you are looking to be discovered or seeking new talents for your company, LinkedIn can help. It is much more effective than other social media platforms as can be seen in this new data published by Hubspot which found LinkedIn to be 277% more effective than Twitter and Facebook. Stand out among other professionals in your pursuit to land your dream job or connect with potential partners, investors, or customers by creating a LinkedIn profile that highlights you as a competent professiona

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What You Need to Know About Call Recording Laws

ChaseData

Call recording is an ideal solution for contact centers to improve both training approaches and customer satisfaction levels. It can be used to create training materials based on actual calls that have transpired in the center, as well as to train individual agents based on their own unique strengths and weaknesses. It can also help to create goals that can be used to improve overall agent performance and work toward improving the customer experience.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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The Contact Center Questions Raised by Coronavirus

CSM Magazine

We all know we should expect the unexpected – that’s the nature of business. But what if you had to cease operations in multiple cities and countries at the same time? What if your employees had to work from home and you had to close your contact centers indefinitely? Would you be able to bounce back to business as usual in a matter of days and protect your workforce from short and long term unexpected change?

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Satisfaction Visualized: The Power of Multimedia Customer Feedback

inmoment

Surveys are at an interesting crossroads in the modern experience landscape. On one hand, brands have traditionally relied on written questions to solicit feedback and suggestions from customers. However, as technology and social media continue to evolve, the idea of a long survey that’s packed with nothing but questions seems a bit antiquated. Some might even call that type of survey a sore thumb amid all the visual media swarming the internet.

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Call Centres Coming Home: How Technology Can Smooth the Move

CSM Magazine

Britain is ending its long-distance love affair with foreign call centres. However, this has raised the long-standing issue of high costs in the industry. Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology. The biggest problem affecting call centres is constraints on budget. 80.6% of centres reported this as an issue affecting them in 2018.