NICE inContact
OCTOBER 21, 2020
An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.
ShepHyken
OCTOBER 21, 2020
Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. Realize that others in your industry are probably asking themselves the same question.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
OCTOBER 21, 2020
With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.
CX Global Media
OCTOBER 21, 2020
Ty Montague had a career in advertising before getting into the business transformation business. He was doing very well in that job and was finding great success, except for the fact that he hated it. For Ty, the day-to-day activities was not satisfying and it seemed like he was just adding more problems to the world. He was able to get over the hump when Ty faced his fears of leaving the company and starting his own business and making positive change for other people.
Advertisement
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.
Ian Jacobs
OCTOBER 21, 2020
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
OCTOBER 21, 2020
FOR IMMEDIATE RELEASE Award Recognizes Top BPO at Delivering Superior Customer Experiences Rockville, MD, October 16, 2020 — Transparent BPO, a leader in nearshore and offshore contact center solutions, was announced the winner of the coveted “Best Outsourcing Provider” at the 2020 ICMI Global Contact Center Awards. This award honors Transparent BPO for delivering the […].
Contact Center Pipeline
OCTOBER 21, 2020
My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I know you’ll bring our main points home with well-researched facts and data! You may not recognize the name Karla Bonoff at first, but you surely know her music. A prolific songwriter, […].
Talkdesk
OCTOBER 21, 2020
We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again. Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider.
TeamSupport
OCTOBER 21, 2020
This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3 , now concludes with Part 4 where we review more solution tools to empower customer support teams.
Advertisement
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
Advantage Communications
OCTOBER 21, 2020
Customer service is the act of helping your customers before, during and after a purchase. This could involve solving an issue they are facing, educating them on how to correctly use a product or service, and answering any questions they may have.
Enghouse Interactive
OCTOBER 21, 2020
AI Makes It Possible (Blog Series). Key Learnings from Kate Leggett and Steve Nattress. Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.
SharpenCX
OCTOBER 21, 2020
Uber. Amazon. Facebook. By now you know the tales of tech giants who founded a unicorn company from a humble workspace. Garages, basements, their mom’s couch, a dorm room – you name it, tech has done it. . And while these companies are ultra-successful, it’s rare to find one that’s scaled a coveted culture, too. The more people and personalities you add to the mix, the harder it gets.
Ian Jacobs
OCTOBER 21, 2020
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […].
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.
Concentrix
OCTOBER 21, 2020
Learn how to get (and keep!) your employees focused on your CX mission. The post The Secret to CX Success: Four Tips for Inspiring Employee Engagement appeared first on Concentrix.
LiveVox
OCTOBER 21, 2020
Finding the best contact center software for your small- to medium-sized business can be a daunting task. With seemingly endless options to choose from, it’s hard to know which features will actually drive more meaningful customer experiences and which are just unnecessary fluff. Here, we’ll highlight three key features found in the best types of […].
Interactions
OCTOBER 21, 2020
Like most companies, ours went entirely remote in March. But unlike many, we already know that we won’t be going back. We were waiting for the greenlight to return to business as usual when a funny thing happened. Instead of asking when we should go back, we started asking why we should go back. Our employees were happy and productive, enjoying workouts and sit down breakfasts instead of battling Boston traffic.
Concentrix
OCTOBER 21, 2020
Capture customer and employee feedback anytime, anywhere, in any language. The post ConcentrixCX Solicited Feedback appeared first on Concentrix.
Advertisement
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.
TCN
OCTOBER 21, 2020
As call centers adapt to TCPA regulations, they may forget that staying up-to-date with these. The post 3 Ways TCPA Law Compliance Can Improve Call Center Efficiency appeared first on TCN.
Skybridge
OCTOBER 21, 2020
I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty. No matter how spectacular or well-funded your marketing strategy – and no matter how flawless your sales operation – you can’t get there if your customer care team isn’t delivering the your brand message.
Certified Languages International
OCTOBER 21, 2020
This is the fourth post in our series discussing the future of language access and COVID-19. Read part 1 , part 2 , or part 3 now. As we’ve seen with the COVID-19 pandemic, mainstream messaging doesn’t always resonate with every community. “ Avoid the Rona ” hits home with Black Americans, but misses the mark with white and Asian communities. Oregon leaders found that their initial campaign of “ Stay Home.
ScreenSteps Call Center
OCTOBER 21, 2020
If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?". To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide.
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!
CSM Magazine
OCTOBER 21, 2020
Ever wondered what you’d do if, when on a trip, someone decided to take a peek into your mailbox? Read on to learn how to manage your mail. Snail mail, though an outdated means of communication, is still as effective as it used to be years back. The fact is, there are those who’d rather send you a mail than using the modern means of communication. You have your water bills, electricity bills, cable, and not to mention your newsletter subscriptions that still come through the same channel.
Ian Jacobs
OCTOBER 21, 2020
Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […].
CSM Magazine
OCTOBER 21, 2020
While it pays off to concentrate on keeping your existing customers and boost brand loyalty, gaining new ones is the key to growing your eCommerce business. But how do you find fresh customers for your e-store? What marketing strategies do you need to employ? In this post, we’re discussing 6 different ways to gain new customers for your eCommerce store, so that you can keep increasing your sales and growing your business. 1.
Ian Jacobs
OCTOBER 21, 2020
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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
SmartKarrot
OCTOBER 21, 2020
Role: Vice President Customer Success Location: Salt Lake City, UT, US Organization: Collective Medical As a Vice President of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success team by setting their strategy, goals, and objectives. Building strategic relationships across multiple stakeholders across our clients to ensure alignment with business goals.
Noble Systems
OCTOBER 21, 2020
What is an ACD? The Basics of Automatic Call Distribution. An automated call distribution system, commonly known as automatic call distributor (ACD) , is a telephony device that answers incoming calls and distributes them within an organization. ACDs often provide some form of Automatic Customer/Caller Identification (ACIS) , such as Direct Inward Dialing (DID), Dialed Number Identification Service (DNIS), or Automatic Number Identification (ANI), for use in routing calls based on a series of us
SmartKarrot
OCTOBER 21, 2020
We all have repeatedly understood that meeting customer’s needs is the prime objective for your product to exist. Customers have varying needs, challenges, and pain points to cater to which you build and sell your products. But when you drill down those needs to the specific jobs to be done, you get a clearer picture. . Products and customers are mere means towards the specific jobs that you need to address.
Expert insights. Personalized for you.
102 
Let's personalize your content