Mon.Mar 08, 2021

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3 Signs Your Call Center Needs Automatic Call Distribution (ACD)

TCN

Sometimes as a call center manager, you only see things up close and it can. The post 3 Signs Your Call Center Needs Automatic Call Distribution (ACD) appeared first on TCN.

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How to Stop Giving Customer Service Like a Useless Scarecrow

Steve DiGioia

The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 1.

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AI + collections: How technology can help organizations adapt to change, fast

Callminer

Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 on March 18.

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The Cure for BPO Procurement and RFP Headaches: Read This and Call Me in the Morning

Outsource Consultants

What’s that tension building in your temples? It’s been a growing nuisance ever since your company decided to outsource to a new call center partner— and now it won’t seem to go away. Finding and selecting an outsource call center can easily become a time-consuming headache. The procurement process has become more complex, with “hot” outsourcing geographies emerging and the BPO vendor landscape rapidly evolving.

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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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After the Consultants Leave

Taylor Reach Group

By Peg Ayers. The decision to engage a contact center consultant is not made lightly. Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed. Here at The Taylor Reach Group, for example, we are often called in to complete Strategic Assessments, where we analyze all aspects of a contact center and make a significant number of transformational recommen

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Best practices guide to addressing — and preventing — fraud in your IVR system

TELUS International

IVR fraud is on the rise. Learn how to leverage a multi-layered approach to better protect your customers and your brand.

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10 Best Practices for Delivering Virtual Training

Quality Contact Solutions

Ryan Apodac, Trainer Understanding how to deliver training virtually is more relevant now than ever before. With more employees working remotely, we spruced up and added a few more helpful nuggets to this post to share with our readers. Since 2011 Q uality C ontact S olutions has delivered training in a virtual environment. We’ve ironed out the wrinkles and determined what’s been the most successful in information delivery and retention.

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2 Guided Ways to Test Your IVR Experience so You Understand How it Impacts Your Entire Customer Journey

SharpenCX

I can’t tell you the number of times I’ve heard my mom yell “TALK TO A HUMAN” or “HELP” after battling with an IVR that didn’t have crystal clear instructions. It happens. A lot. And I know I’m not the only witness to these episodes of battle of the bots. Turns out, more than 80% of customers get immediately frustrated with your brand after interacting with your IVR.

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International Women's Day: In Recognition of Our Pioneers

Cyara

Today is International Women's Day , a great day of celebration, reflection and re-dedication to the advancement of women in all aspects of society. I often reflect on how we got here: it was some intrepid women pioneers who led the way. My mother was one of them.

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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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Why we must #ChoosetoChallenge not just on International Women’s Day, but every day

Nuance

Women’s participation in the workforce pushes the economy forward; diversity in the workplace drives innovation, critical thinking, and problem solving in powerful, irreplaceable ways. Now consider this: a recent report from McKinsey and LeanIn.org revealed that 3 million women have left the labor force in the last year, and estimates that global economic growth could [.

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Today is International Women's Day: Let Your Passion Show

Cyara

Each March, International Women’s Day provides us an opportunity to reflect on all of the advances women have made. Even more importantly, it’s an opportunity to look forward to how much more we can all do to accelerate gender equality. This year’s theme of “Choose to Challenge” strikes a chord as it reminds me that each day we can choose progress and inclusion, and rise to the challenge.

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Cold Calling Tips: Your Guide to Successful Cold Calling

aircall

When you search “cold calling guide” on Google, you see 116,000,000 results. Cold calling, it turns out, is not dead. It is alive and well and still in high demand. This disproves the many articles proclaiming that cold calling is dead. Another quick search and you will find industry leaders, such as Dmitri Akhrin, president at CRMDialer & IRIS CRM, explaining that “cold calling can be effective when done correctly.

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Unsung Heroes of Telecom: Hedy Lamarr

airespring

Hedy Lamarr was an Austrian-American film star during Hollywood’s “Golden Age.” But many people are not aware that she was also a scientist and inventor. Lamarr co-invented an early technique for spread spectrum communications that was designed to combat Nazi jamming signals that could redirect torpedoes. Her patented frequency-hopping signal led to the development of GPS, Bluetooth, and Wi-Fi.

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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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212 Area Code Questions & Answers

Avoxi

212 Area Code Number Questions & Answers AVOXI answers your 212 area code questions! What is a 212 number, why are they so rare, and how can you buy or sell 212 numbers for business or personal use? We cover all of that and more in this 212 area code FAQ. Catching Up on 212… The post 212 Area Code Questions & Answers appeared first on AVOXI.

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My Microsoft Ignite Takeaways on BCStrategies - Their Vision for a Post-PC World

Jon Arnold

I managed to take in some sessions during last week’s Microsoft Ignite , including the main event - their annnouncement about Mesh, a mixed reality platform that brings the physical and virtual worlds together in ways that most of us have never seen or imagined before. Gamers may rule in this world, but yes, there will be applications in the collaboration space, and Teams is part of the story.

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Digital Communications: a Path to Exceeding Customer Expectations

Cincom

For many organizations, the thought of delivering communications digitally can seem a bit daunting. Driven by the increasing expectations of customers and distribution partners, the transition to digital is an unstoppable trend. Research shows that most organizations are still in the beginning stages of their digital-communication initiatives. While some of the larger and more innovative enterprises are farther along, most organizations have limited options or even no options for digital communi

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Edify Labs Named a “Best Places to Work in Indiana” Company

Edify

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx.

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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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Digital Communications: a Path to Exceeding Customer Expectations

Cincom

For many organizations, the thought of delivering communications digitally can seem a bit daunting. Driven by the increasing expectations of customers and distribution partners, the transition to digital is an unstoppable trend. Research shows that most organizations are still in the beginning stages of their digital-communication initiatives. While some of the larger and more innovative enterprises are farther along, most organizations have limited options or even no options for digital communi

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How to Develop a Customer Success Strategy

CSM Practice

How do you build a mature customer success organization? What are the steps to achieve world-class Customer Success with End-to-End Strategy Design? How can you define the current situation of the company, uncover core challenges and opportunities, develop and execute customer success strategies best fit for your organization? CSM Practice continues to host highly interactive sessions for the customer success community to exchange strategies and tactical advice with top customer success thought

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4 Expert Tips for Educating, Engaging Remote Workforces

Working Solutions

Remote workforces came of age en masse during the pandemic. Now, they are transforming from short-term fixes into long-term labor solutions for companies, big and small. Today’s stories tell the tale of businesses born again, from Forbes reporting about the new-age permanence of remote workers to Fast Company predicting about the remote work revolution.

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Celebrating International Women’s Day: Spotlight on LiveVox Women Leaders

LiveVox

Diversity, inclusion, and representation are all important topics in technology. They’re essential for bringing disparate perspectives to product and company initiatives and shaping the impact companies have within the communities they serve. Celebrating Influential Women @ LiveVox for International Women’s Day 2021 To celebrate International Women’s Day and to recognize Women’s History Month, we spoke […].

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Tracey Sloan Personifies the Company’s Roots and Culture

Working Solutions

If you want the history of Working Solutions, there are few people better to talk with than Tracey Sloan, the company’s vice president of Innovative Solutions and Support. The third-longest tenured employee, Tracey was there with founder Kim Houlne soon after she started the on-demand contact center service, an industry innovation at the time. “I’ve […].

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How Loyalty Coupons Can Help Your Business

CSM Magazine

One of the ways on how you can introduce your products and services to people is through advertising. Advertising your brand is a marketing strategy that helps business owners to showcase their best deals and offers to their target market. You can do this marketing strategy by posting your offers to various platforms and social media channels. Aside from advertisements for your products, you may also give some free promotional coupons to the customers for their shopping or purchasing such items.

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The exciting future of customer-brand relationships

5CA

Brand ambassadors have been around since the dawn of advertising. As far back as the late 1900s, people like famed American writer Mark Twain were endorsing products they loved to use. These days, in our social media savvy landscape, it’s everyday people who are brand ambassadors. And those everyday people are the not-so-secret ingredient to your marketing campaign.

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Where are all the feminist businesses?

C Space

Where are all the feminist businesses? International Women’s Day (IWD) – simultaneously a celebration of women’s achievements, and a reminder of how much more needs to be done. Now, almost exactly one year on from the start of a pandemic that has set women’s progress back more than 30 years in the USA alone, we wanted to explore how far working women feel gender equity has come for them.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Merchants Change a Life Warriors continue to soar

Merchants

The Martin Dreyer Change a Life (CAL) Academy changes the lives of talented youths in KwaZulu Natal’s Valley of a Thousand Hills, one of South Africa’s most impoverished and socially challenged regions. The post Merchants Change a Life Warriors continue to soar appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Best IT service desk software for call centers in 2021

Knowmax

Best IT service desk software for call centers in 2021.

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_Divi Test

C Space

_Divi Test.

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