Contact Center Pipeline
MARCH 25, 2021
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations looking for new market differentiators have identified customer service and experience as an opportunity to stand out amongst the crowd, and have transformed this former cost center into a revenue driver […].
Fonolo
MARCH 25, 2021
We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? It’s more important than ever to pay attention to your staff and motivate them on the daily. Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change.
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Toister Performance Solutions
MARCH 25, 2021
Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash. To say I ordered a lot of Domino’s was an understatement. I ordered A LOT of pizza. And when I wasn’t ordering Domino’s, my friends were.
5CA
MARCH 25, 2021
Earth 2 and 5CA are delighted to announce their customer experience partnership for the brave new world of Earth 2. As pioneers of work-from-home global CX, 5CA will bring its expertise and passion for brilliant customer experience to Earth 2’s revolutionary online project.
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Quality Contact Solutions
MARCH 25, 2021
Aurora, NE (March 25th, 2021) Quality Contact Solutions, Inc (QCS) , a leading outsource telemarketing company in the U.S., is pleased to announce that Erin Langenberg has joined the organization as Implementation and Quality Assurance Manager. Langenberg is responsible for project management of all new outsource telemarketing and call center program implementations, including planning, organization, staff forecasting, technology design and client coordination.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
MARCH 25, 2021
The contact center industry has seen a big growth in the demand for their services. As such, they invest a lot of money in different technology and AI options to ensure they can get the job done efficiently. Some of the different emerging technology and AI available in this industry includes: EQ From Top-Down One … Emerging Technology and AI in the Contact Center Industry Read More ».
SharpenCX
MARCH 25, 2021
As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges catapult to the top of priority lists. Gartner research shows in two years, nearly nine in 10 leaders think 20-80% of the customer service workforce will still work from home. The trend we once saw as an industry outlier is here to stay.
Totango
MARCH 25, 2021
March marks the official one-year anniversary of the COVID-19 pandemic. Can you believe it has been a year? As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. No one knew what the “new normal” meant for the market, industry, businesses, or customers.
NICE inContact
MARCH 25, 2021
CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses a variety of applications, and it may be challenging to convince internal stakeholders of AI’s value.
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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
PeopleMetrics
MARCH 25, 2021
3 Easy Ways To Quickly Understand Customer Survey Comments. Customer survey comments (i.e. open-ends; unstructured feedback; verbatims) are incredibly valuable because they indicate WHY people feel the way they do. Without this additional context, experience measurement professionals wouldn't have enough information to determine the best way to go about fixing respondent problems.
Alorica
MARCH 25, 2021
IRVINE, California (March 25, 2021)—Alorica Inc., a global leader in customer experience solutions, today announced its continued growth in Latin America (LATAM) by establishing a new contact center in Cali, Colombia. As Alorica scales and diversifies its world-class talent, Cali serves as the latest investment to provide clients across a variety of industries with next-generation solutions to.
Interactions
MARCH 25, 2021
It’s hard to believe that only a year ago, we were meandering around our offices, sitting side-by-side in desk pods, and chatting by the water cooler. When office operations first shut down in March 2020, remote work felt like a mini vacation from our day-to-day routines. For Interactions, however, remote work quickly turned into a permanent solution—one that completely redefined what office culture means for the better.
Guru
MARCH 25, 2021
“I know they do stuff, I’m just not exactly sure what that stuff is.”. How many times have you heard (or let’s be honest, said ) those words from one of your colleagues in reference to another team or department? It’s easy for us to get lost in our own corners of our company in our day-to-day work, which sometimes leads to a lack of understanding of what our peers on the other side of the house do to help our business function.
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.
Creative Virtual
MARCH 25, 2021
By Mandy Reed, Global Head of Marketing. As many people around the world reflect on more than a year of pandemic-related lockdowns, restrictions, and public health measures, it’s impossible not to marvel at how we all adapted to our current reality. This has involved a lot of trial-and-error as we learned new skills and created new routines in both our personal and professional lives.
Maru Group
MARCH 25, 2021
By Rene Huey-Lipton, SVP, Qualitative Insights | March 25, 2021. Exploring consumers own innovations is a brilliant and insightful way to provide new stimulus for the innovation cycle and the concept development process. We recently explored cooking and food on our flexible HUB Instant Qual application and gave our respondents the freedom to invent the coolest kitchen gadget they could imagine.
JivoChat
MARCH 25, 2021
Are you interested in the state of digital marketing in 2021? Then look no further. Customer buyer behaviors and communication expectations are changing. Today, consumers expect real-time communication, on the channel of their preference. Live chat is one of these channels — 41% of customers expect live chat on your website. In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately de
FluentStream
MARCH 25, 2021
Outbound sales, especially cold calling, is a constant arms race of tactics and technology. As the saying goes, “to be the man, you gotta beat the man.” In this case, “the man” just happens to be every one of your. Read More.
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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.
JivoChat
MARCH 25, 2021
Are you interested in the state of digital marketing in 2021? Then look no further. Customer buyer behaviors and communication expectations are changing. Today, consumers expect real-time communication, on the channel of their preference. Live chat is one of these channels — 41% of customers expect live chat on your website. In this article, we’ll share 10 live chat statistics that show how live chat can help improve the customer experience, lower costs, increase revenue, and ultimately de
FluentStream
MARCH 25, 2021
It’s happened to all of us — the guilty moment you need help from a business, knowing full well they’re closed. So you call anyway, still holding onto a glimmer of hope that your problem can be solved… “You have. Read More.
Anexa BPO
MARCH 25, 2021
March 25, 2021 – The winners of the 2021 Premio Nacional awarded by the Mexican Institute of Teleservices (IMT) were announced this Thursday. This year Anexa BPO won a silver trophy in the category of BEST OPERATIONS STRATEGY. The Premio Nacional seeks to recognize initiatives that have a positive impact on the financial, technological, operational, organizational development, and even brand positioning results of companies in the customer service sector in Mexico.
FluentStream
MARCH 25, 2021
No matter your industry or size, a quality customer service team is the cornerstone of a successful business. They’re the ones who connect with customers, provide support, and give your company a warm, caring voice. When customer service is executed. Read More.
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!
Expivia
MARCH 25, 2021
What’s the difference between a manager and a leader? Knowing how to engage employees well. This is the trick to create a positive and productive work environment in a call center. To improve the performance and success of your call center, follow this simple guide on how to engage employees. What Is Employee Engagement? Employee engagement is about aligning your employees’ goals with the goals of the company.
FluentStream
MARCH 25, 2021
Business VoIP phone systems have become increasingly popular among small businesses and enterprises alike, especially now that many of us are working remotely at least some of the time. The reasons why aren’t hard to pinpoint. VoIP excels at providing. Read More.
Nuance
MARCH 25, 2021
This year’s AI Business Week Digital Symposium may be over, but there’s still so much to discuss from the sessions. I’ve been thinking back on the retail and e-commerce session I joined to talk about the progress the industry is making in AI. You can watch the session on demand now, to hear the full [.] The post The “perfect launch.” When’s the right time to deploy your retail AI project?
CSM Magazine
MARCH 25, 2021
Last-mile delivery is a terminology that is commonly used in the area of Logistics. Last-mile delivery is a part of the logistics where the products and goods are transferred from the company hub to the destined delivery point. The main focus of this delivery system is to deliver the products as fast as possible with efficiency and safety. The current last-mile delivery system utilizes modern technologies software for making the process easier and quicker.
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
VirtualPBX
MARCH 25, 2021
Your business and its remote workers can benefit greatly from the use of business process analysis. Chapter 5 of our new e-book, Managing Remote Teams helps you understand the process of examining your business processes, turning them into blueprints, and using those as a guide for future company tasks. The lessons learned in our e-book this chapter can apply to generalized business tasks as well as specific departments, like sales or customer service.
Nicereply
MARCH 25, 2021
Brands that use digital adoption platforms can predict customers’ needs, wants, and best interests as they have access to rich data and useful apps. Did you know that 70% of companies either already have a digital transformation strategy that they are implementing or have plans to implement it? The reason why so many companies are leveraging digital adoption platforms is simply that the benefits of digital adoption are countless.
JustCall
MARCH 25, 2021
Thinking of shifting to a new service provider, but fearing about what is going to happen with your long-held business phone number while your new provider is porting it into the service? There is actually nothing to worry about, and here’s what you need to know about the VoIP number porting process. Your first concern when you switch phone providers is that, "Can I keep my favorite business phone number?
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