Fonolo
DECEMBER 8, 2020
AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it.
Myra Golden Media
DECEMBER 8, 2020
In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.
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ShepHyken
DECEMBER 8, 2020
Create Value for Your Customers. Helping Customers Recover and Plan for a Successful Future. Shep Hyken interviews Teresa Anania , Vice President of Customer Success at Zendesk. They discuss strategies for helping customers find value throughout the entire customer journey. Top Takeaways: Customer service is what ties all other aspects of a business together.
Contact Center Pipeline
DECEMBER 8, 2020
Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®. Area of Expertise: Customer-centric leadership, CX journey analysis, voice of customer strategies, ideal customer experience design, customer metrics linked to performance management.
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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.
Myra Golden Media
DECEMBER 8, 2020
In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
DECEMBER 8, 2020
An outbound script can have unsuspected effects. It is not built in one fell swoop, it has to be matured, ingested, tested, and modified over time. Prospects themselves react to the script and can help you validate, adjust, and perfect every part it. The post The Pivotal Role of Outbound Call Scripts appeared first on NobelBiz®.
Totango
DECEMBER 8, 2020
Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.
Spearline
DECEMBER 8, 2020
Video conferencing has become a core facet of the year 2020, enabling organizations to communicate, family and friends to stay connected, and even for medical practitioners to assess their patients. By 2024 , research projects that the video conferencing industry will be worth US$20 billion. The impact of video conferencing and the opportunities it provides has been indisputable during the current pandemic, especially for organizations who rapidly had to migrate from offices to a work from home
Integrity Solutions
DECEMBER 8, 2020
By Mike Esterday for the December 2020 edition of Top Sales Magazine. My last column for Top Sales World – in the July 2020 issue – was titled Successful Selling When Your World Turns Upside Down. That piece had a warning for salespeople and customer service teams everywhere: Your jobs have changed – your customers too – and it’s time to understand selling in a new world.
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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
LiveVox
DECEMBER 8, 2020
The financial services industry has undergone a fundamental shift for many years now. As more people rely on digital to handle tasks and expect businesses to meet their new digital needs, financial services have been pivoting. In the unprecedented year of 2020, the focus on digital transformation has accelerated. Finding ways to exceed customer expectations […].
Virtual Live Labs
DECEMBER 8, 2020
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OctopusTech
DECEMBER 8, 2020
Every year, Clutch announces their Leader Award winners. These companies represent the highest-ranking service providers on the site according to geographic location and service line. We are excited to announce that Octopus Tech Solutions is a global B2B leader on Clutch’s directory. We have been specifically recognized for our BPO services , coming in at #4 in the world!
Virtual Live Labs
DECEMBER 8, 2020
[link].
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.
NICE inContact
DECEMBER 8, 2020
Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.
Interaction Metrics
DECEMBER 8, 2020
In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific Method asks us to formulate a testable hypothesis and run experiments to measure phenomena.
BlueOcean
DECEMBER 8, 2020
This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. Launched on-time despite major challenges of the pandemic.
Nicereply
DECEMBER 8, 2020
Agents should be held responsible for situations where it’s in their remit to keep the customer happy. “It’s not my fault!” When should agents be held accountable for bad CSAT scores? Creating positive customer service experiences should be the ultimate goal of any company, but there are still going to be times when customers are less than satisfied.
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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.
Comm100
DECEMBER 8, 2020
Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. Using artificial intelligence to make business processes more efficient is no longer a thing of the future.
NobelBiz
DECEMBER 8, 2020
No matter the business objectives of a brand. To this day, phoning remains the most efficient to contact and reach potential customers. For contact centers, it’s easier said than done! Outbound call campaigns represent a tedious strategy in terms of resources, process, and technology. The first step toward running a successful campaign starts with creating a good outbound call script.
Expivia
DECEMBER 8, 2020
Outsourcing is not for everyone, and we have been very open about that, in fact, we did an entire episode on 10 reasons why you should NOT outsource. These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource. This is a false narrative. This week we talk specifically about these seven excuses for reasons not to outsource.
Comm100
DECEMBER 8, 2020
If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. And the reasons are straightforward. When a customer is looking for an answer to their question, they want three simple things – speed, ease, and accuracy (plus often a touch of personalization).
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!
LiveVox
DECEMBER 8, 2020
Speech analytics is changing how contact centers operate. By surfacing critical insights about call intent and customer concerns, this emerging technology allows CX leaders to make more informed business decisions. This can lead to: Lower call volumes Better quality assurance Reduced compliance risk An improved CX Greater efficiency and ROI. Watch this on-demand webinar to learn […].
Expivia
DECEMBER 8, 2020
Outsourcing is not for everyone, and we have been very open about that, in fact, we did an entire episode on 10 reasons why you should NOT outsource. These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource. This is a false narrative. This week we talk specifically about these seven excuses for reasons not to outsource.
Quiq
DECEMBER 8, 2020
Share This Story Many consumers love the convenience of eCommerce sites but become frustrated if they can’t get questions answered. This obstacle causes lost sales and missed opportunities. First and foremost, people want to feel confident when making purchases. A live, text-based conversation removes doubts that would otherwise cause them to decide against completing transactions.
Jon Arnold
DECEMBER 8, 2020
How’s that for a catchy title? It’s exactly what it sounds like, and it’s all about analytics. Baseball fans know about Moneyball , and based on research I’ve been doing on contact center reporting, my view is that there’s too much focus on reporting and not enough on analytics. The latter approach seems to be working pretty well for teams like the Rays, who were certainly competitive in this year’s World Series, against a far more talented and expensive LA Dodger juggernaut.
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
Merchants
DECEMBER 8, 2020
The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with brands and businesses through omnichannel strategies. The post The pitfalls of AI for customer experience appeared first on Business Process Outsourcing Services | Merchants CX SA.
Jon Arnold
DECEMBER 8, 2020
Sure has been busy lately with a constant stream of virtual industry events, writing, podcasts and webinars. I’m a regular contributor to No Jitter , and my latest was inspired by a talk from Dr. Michio Kaku during a recent NEC event. Sometimes, it takes the perspective from a physicist to reframe how we think about AI in the communications and collaboration space.
Merchants
DECEMBER 8, 2020
In the last six months or so, business leaders across industries and sectors have been focused on finding ways in which to reinvent and transform their processes to allow for success beyond 2020. The post Sourcing strategies are key for business success beyond 2020 appeared first on Business Process Outsourcing Services | Merchants CX SA.
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