Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Now, more than ever, companies are evaluating their goals and priorities for the coming year in the context of our “new normal”. Explore Contact Center Trends for 2021. How can businesses position themselves for success when the future is so uncertain? Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming yea

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Contact Center Pipeline

APRIL 1, 2021

As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the new administration will bring many changes to our society and our economy. Predictions as to what these changes may be are fraught with peril. President Biden’s narrow majorities in both houses […].

Contact Center 147

Contact Center Call Center 147

Fonolo

APRIL 1, 2021

For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.

Contact Center 152

Contact Center Call Center Interactive Voice Response Feedback 152

HelpCrunch

APRIL 1, 2021

Customers love chatting. At least, live chat is their channel of choice when they do need to contact support. Chatting is fast, it allows to multi-task, and a chat conversation can be saved for later [ … ]. The post 10 Live Chat Best Practices You Can’t Go Without appeared first on HelpCrunch blog.

Best practices 118

Best practices 118

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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.

SmartAction

APRIL 1, 2021

Let’s be honest. The last situation anyone wants to encounter when facing an issue is a voice on the other side of the line that cannot perceive human interaction. Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service line has been anything but.

Virtual Agent 106

Virtual Agent CRM Wait times Engineering 106

Quality Contact Solutions

APRIL 1, 2021

By Megan Fallis. Before we dive into the meat and potatoes (see what I did there?) of why the best inbound call center services companies are in the Midwest, let’s talk about the basics of inbound call center services. We’ll start by defining what they are, services offered, experience with Midwest call centers, and questions to help determine the scope of your work.

Call Center 98

Call Center outsourcing Telemarketing B2C 98

VirtualPBX

APRIL 1, 2021

Try something new in your company meetings! Keep the production and efficiency high and your meetings short with our new Video Conference Survivor feature. You can vote your colleagues out of a meeting for any reason you want: It’s nothing personal, but maybe that speech has lasted a little too long. Vote them off! We really need to get started, so that story about your bearded dragon has to end right now.

Morale 98

Morale Metrics Personalization 98

Solvvy

APRIL 1, 2021

Solvvy, the Next-Gen Chatbot and Support Automation Platform, today announced that it has added new capabilities to help parents better interpret and manage requests from their own children. While Solvvy typically partners with businesses in retail, ecommerce, fin-tech , and other industries to support millions of customers and shoppers each month, the Solvvy team felt a social responsibility to use their powerful technology to help out this new audience. . “We are thrilled to help out all

Management 83

Management Chatbots Technology Customer Experience 83

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us. G2 is a peer-to-peer business software review site that provides buyers with unbiased and insightful reviews to help them make better product decisions.

B2B 79

B2B Accountability Analytics Engineering 79

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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

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Spearline

APRIL 1, 2021

Poor audio quality can be a large inconvenience during virtual meetings, especially when everyone is remote working. The good news is that most problems are simple to solve. The last thing you want is to have a technical issue right when it’s time to dial in; there’s no one to help troubleshoot your connection, and it can get in the way of a productive afternoon.

Entertainment 80

Entertainment Telecommunications Accountability Feedback 80

Nuance

APRIL 1, 2021

Today’s organizations are bombarded with niche vendors offering spot conversational AI fixes whether it be to deal with volume on messaging channels or for fraud detection on a voice call. While in some cases these kinds of quick fixes can be useful, in most situations they are resource intensive and only end up solving one [.] The post Meeting customers across voice and digital channels with intelligence appeared first on What’s next.

Enterprise 79

Enterprise Customer Experience 79

Eptica

APRIL 1, 2021

Date: Friday, March 26, 2021 Author: Pauline Ashenden - Demand Generation Manager How Microsoft Teams delivers contact centre ROI. Published on: March 26, 2021. Author: Pauline Ashenden - Demand Generation Manager Businesses understand the benefits that Microsoft Teams can deliver but need to quantify them properly to create an effective business case for implementing it within their contact centre.

Best practices 72

Best practices Technology Management Customer Service 72

Toister Performance Solutions

APRIL 1, 2021

There's a new hiring tool on the rise, and candidates aren't happy. Hiring managers are increasingly using asynchronous video interviews to screen job applicants. These are one-way interviews where candidates are given a short time to record their answers to pre-set interview questions. Recruiters then review the videos at a later time. According to this article from CBC, video interview platforms such as HireVue, Knockri, and VidCruiter saw dramatic increases in volume during 2020.

Personalization 71

Personalization Management Feedback Customer Service 71

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.

Customer Experience

Nicereply

APRIL 1, 2021

Swapping to a new system, even if it will bring high value, is an onerous and daunting task. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. There are few aspects of a support team that are as sticky and integrated into daily work as the ticket management tool. It is the keystone of support operations and is often deeply connected to all channels, business tools, and processes.

Management 72

Management Service level Feedback Marketing 72

Interactions

APRIL 1, 2021

At any given moment, my phone has at least five notifications from apps, mail, texts, and missed calls. Consumers face information overload on a daily basis. But we are also reliant on it. One of those notifications is usually from my pharmacy telling me to reorder my prescription, another is from my favorite brand informing me that my order has been shipped, and another is letting me know that my credit card has been charged. .

Best practices 62

Best practices Airlines Healthcare Contact Center 62

OctopusTech

APRIL 1, 2021

In recent years, it has become a common practice for smartphone manufacturers and mobile application developers to submit their applications for approval to prominent review sites like Google Play, App Stores, and Yelp. The goal of these websites is to give consumers an accurate assessment of the functionality and features of the mobile applications available on the market.

Customer Support 62

Customer Support Marketing Surveys Feedback 62

GetFeedback

APRIL 1, 2021

4 tips from the SurveyMonkey CX Leader Roundtable Community.

Feedback 99

Feedback 99

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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.

Self service

DMG Consulting

APRIL 1, 2021

Workforce Management in 2021: Better than Ever. It’s the year of workforce management (WFM), despite (or maybe because of) the pandemic. Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity, although contact centers have it toughest, with little apparent flexibility as they must maintain strict schedules to ensure they

Management 67

Management At home agents Contact Center Self service 67

Jon Arnold

APRIL 1, 2021

I’m continuing to stay busy, with March being one of my strongest months ever for new business. That aside, I managed to get some writing done, and here are the highlights. What are the Challenges of Using Multiple Team Collaboration Apps? , TechTarget, March 31 Hybrid Work - It’s Complicated , No Jitter, March 30 High Availability Direct Routing for Teams , BCStrategies, March 16 4 Ways AI in UC Boosts Collaboration , TechTarget, March 11 Microsoft Ignite - Their Vision for a Post-PC World and

Management 59

Management 59

Call Experts

APRIL 1, 2021

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It’s a file that plainly and concisely lays out how contact center representatives and technologies are expected to manage your callers. A script’s goal is to manage the customer experience via detailed, consistent, and productive conversations.

Scripts 59

Scripts Contact Center Call Center Best practices 59

Concentrix

APRIL 1, 2021

Strengthen your emotional connections to customers with multimedia feedback. The post ConcentrixCX Media Center appeared first on Concentrix.

Feedback 62

Feedback 62

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!

Feedback

DMG Consulting

APRIL 1, 2021

Workforce Management Grows in Importance. April 1, 2021 By Donna Fluss. Read this article on the publisher’s website. The workforce management (WFM) market is hot. This IT sector attracted more investments and research and development (R&D) dollars in 2020 than in any prior year. At first look, it appears as if the worldwide COVID-19 pandemic was what convinced contact center leaders to modernize their WFM practices and tools, which, in turn encouraged vendors to see the great potentia

Management 59

Management Self service Contact Center Enterprise 59

Spearline

APRIL 1, 2021

In this whitepaper, we examine the role fax plays as one of the most commonly used forms of communication across a wide variety of sectors, such as medical, financial and legal. One of our responsibilities as thought leaders is to help educate and guide global organizations about where they can improve their networks by providing excellent standards of communication with their customers.

Telecommunications 52

Telecommunications Education 52

Noble Systems

APRIL 1, 2021

The Supreme Court issued its Facebook v. Duguid Ruling this morning. The case involved the proper interpretation of the TCPA ’s definition of an ATDS (autodialer) and addressed two competing interpretations. The “broad” interpretation would have any equipment that stores and dials numbers be considered an autodialer, whereas the “narrow” interpretation required the equipment to have the capability of dialing numbers that were stored or produced using a sequential or rando

Wireless 52

Wireless Construction Technology 52

Expivia

APRIL 1, 2021

Why is USA customer service is so terrible? Why is it done poorly in so many service centers? There are many reasons for this, just look at all the books written on this subject. We would like to focus on 7 core reasons that we have seen in many different companies and have helped correct: Who Has the Say in your Customer Service Call Center? Who is running your USA customer service call center?

Customer Service 52

Customer Service Education Self service Call Center 52

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

Journey mapping

CSM Magazine

APRIL 1, 2021

New functionalities include performance indicators and quota forecasting plus a set of visual aides to help sales leaders ascertain current and future performance trends. Pipeliner CRM announced that it is launching the most comprehensive reporting and Analytics solution available to provide automatic, instant, actionable, and dynamic insights into past, current and future performance trends.

CRM 52

CRM Analytics Sales Engineering 52

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. We have many clients that have differing views on this so we have been using both models for many years and layer them on top of one another to create an overarching QA plan that takes into account the associate and program health.

Quality management 52

Quality management Call Center Management Coaching 52

LiveVox

APRIL 1, 2021

While the cost of hiring and onboarding new agents is high, it is not just the onboarding process that is costly. The reason you are bringing a new agent on board in the first place is most likely due to a vacancy created by an agent’s departure. When you lose an agent the effects are […]. The post What is the Cost of Hiring and Onboarding New Agents?

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