Wed.Apr 10, 2019

How to Optimise your Contact Centre for Efficiency and Get the Most Out of Your Budget

Connect Managed

An efficient Contact Centre makes it easier to provide customers with the support they need, improving their overall customer experience and increasing their loyalty to your brand. Contact Centre

5 tips to create a customer service philosophy that will empower your team

HelpCrunch

Having an empowering customer service philosophy is a great way to inspire and motivate your team. Sounds good? Then try these 5 steps to create one. The post 5 tips to create a customer service philosophy that will empower your team appeared first on HelpCrunch blog. Customer service

Beware Healthcare… Your Access Center May Be at Risk!

Contact Center Pipeline

Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have also been absorbing physician private practices and centralizing functions.

Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

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To Respond or Not Respond to Customer Feedback – That is the CX Question

Kristina Evey

Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey. customer complaints customer feedback

Top 10 things to look for when choosing a digital portfolio

FreshGrade

Article written by: Gerard Dawson. The options for teachers and school leaders when it comes to digital portfolios have advanced significantly over the last few years.

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Blog

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

Leading the Charge in Cybersecurity and Compliance

Bright Pattern

In today’s digital business realm, companies are looking to migrate away from traditional customer service platforms into more robust, cloud-based contact centers (CCaaS).

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Now that both worlds are increasingly cloud-based, the collision is accelerating.

CRM 105

How to Get the Most Out of Empower 2019: Webinar Recap

Guru

Empower 2019 is less than a month away! We want you to get the most out of your time in Philadelphia, so we hosted a quick webinar to run through what you should expect at Empower, how to plan for your trip, ways to make meaningful connections, and how to turn ideas into action.

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CXone Workforce Management Enterprise: A Game Changer for Oscar Health

NICE Systems

As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly inbound calls from members looking for assistance with claims, benefits and the mobile app.

Personal data still the vector for account takeover attacks

TRUSTID

Our recent 2019 State of Call Center Authentication survey found that 51 percent of financial services respondents say the telephone channel is the primary source for account takeover attacks.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Blog

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

Reduce Agent Turnover with Better Omni-Channel Support

Unymira

When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First Call Resolution Rate, and more. Customer Service

Forward a Phone Call via Voice Proxy with Java

Nexmo

Introduction. Making phone calls is a necessity for some of us. But every time you put your phone number out there, you’re exposing it to strangers. The balance between security and convenience is a fine line.

Working Solutions Surveys the Experience and Expertise of its On-demand Travel Experts

Working Solutions

The customer-service demands of the global travel industry require contact center agents to be well-versed in this ever-evolving industry to serve more sophisticated travelers. Jamie Biesiada in the Travel Weekly piece, “Survey illustrates advisor-agent divide,” recently reports on this fact. Her story features a new agent survey done by Working Solutions, polling about 1,000 of […]. Call Center Outsourcing travel customer experience

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Gareiss leads Nemertes Digital Transformation research.

Why Do We Need A Strong Call Center Software In FinTech Industry?

Ameyo

The banking landscape has changed over time and FinTech has established its footprint in the market with a strong digital foot to meet the unmet financial needs. The majority of financial service providers share a common strategy of transferring control to the customer. While poor people, immigrants, students find the door of the banks closed […]. The post Why Do We Need A Strong Call Center Software In FinTech Industry? appeared first on Ameyo. Call Center Software FinTech

Are you really listening to your customers?

5CA

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it? Unfortunately, the reality is different.

13 Notable Inbound Phone Call Automotive Stats for Dealers

CallSource Insights

Even in 2019, the phone is not dead. While smartphones have become smarter and smarter, they are still being used to make actual phone calls – and consumers are calling auto dealerships as a part of the buying process.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Where Can I Source Data to Build an Effective Performance Campaign

PlayVox

Performance is everything. It’s that simple. Customer Experience CX Culture

Cisco Contact Center in action at Google Cloud Next Conference

Cisco - Contact Center

We are excited to participate at Google’s Cloud Next conference where we are announcing enhancements to some of the solutions we are building with Google. Collaboration ai contact center Customer Journey Solutions Google Next

Part 1 – Podcast featuring Kathleen Peterson

RapportBoost

Listen to Part 1 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices.

?CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

Callminer

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Creating trust with collaborative driving

Nuance

The autonomous vehicle revolution is gaining momentum. The technology promises to make our lives far easier, taking the stress out of traveling, make commuting time more productive and entertaining, while at the same time making our roads safer.

The Fact and Fiction of Chatbots: Expectation vs. Reality

Interactions

Chatbots! We all have a weird love-hate relationship with them – we love the promise, but hate the reality. In almost all cases, they frustrate us beyond repair. As someone who reads, writes, and speaks about customer engagement technologies for a living, I make it my job to use as many virtual assistants and chatbots as I can to accomplish my day-to-day tasks. Over the last few weeks, I captured both the positive and negative traits of the chatbots that I used. Remind me, what are chatbots?

18 Call Center Metrics You Need To Be Tracking Today

Talkdesk

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software.