Contact Center Pipeline
MAY 6, 2021
Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in any economy—whether the markets are going up, down or sideways? I won’t mention any of them since you’ve probably listed a few, but what makes people want to get into these […].
CCNG
MAY 6, 2021
If simulation training isn’t part of your training regimen now, it will be soon. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. How do you get to Carnegie Hall? Practice. In today’s call center, agents must train on all products, protocols, compliance, customer service, processes, and application topics.
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Guru
MAY 6, 2021
Sure, you know that making changes at work can be difficult, but at your company, it seems like it’s nearly impossible. Plenty of great ideas come through the pipeline, but for whatever reason, the execution always seems to fall apart. Some changes get close to being done then end up fizzling out right towards the end. Others never seem to make it past the ideation stage.
Toister Performance Solutions
MAY 6, 2021
I recently went online to check the status of a delayed order. This should be an easy process in today's age. It wasn't. The company wasn't sharing any helpful information via it's ecommerce system. So I went looking for live help. The company's contact information was intentionally buried. I had to first navigate through an endless series of menus designed to deflect my question.
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!
VirtualPBX
MAY 6, 2021
We know everyone is busy with work tasks this week and, well, every week, but perhaps you can take a few minutes this Mother’s Day to call your mom and set work aside. Most workplaces grant you a couple breaks throughout your day. In addition, if you’re on a VirtualPBX Unlimited Minutes Plan , then you have nothing to worry about with overages of any kind.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
MAY 6, 2021
Despite the last 12 months of chaos, the management of investor relationships continues to be a crucial element of successful business operations. Even before the pandemic, with investors potentially scattered across regions and even continents, it was important to ensure reliable lines of communications were critical to business operations. “As a conferencing facilitator or operator, the main responsibility is to provide a high-end line of communication that multiple people can dial in to
Nicereply
MAY 6, 2021
Analyzing your NPS data can help you identify where your detractors are getting the wrong idea from what you promise them. Responding to customer feedback is the hallmark of a customer-centric marketing strategy. Incorporating new information, like the results of a Net Promoter Score (NPS) survey , into your plan can help you be more impactful in your marketing efforts.
Jon Arnold
MAY 6, 2021
Virtual events with analysts are tricky to plan, especially for pacing out the program. Over the last year, vendors have tried all kinds of formats, but it seems clear that the best approach is to do it in manageable chunks of time. Nobody is going to sit through a day-long marathon of video streaming - it’s just too intense, and too easy for folks to wander off.
Education Services Group
MAY 6, 2021
In part one of this two-part series , I shared the five secondary effects of churn on your organization. I discussed the reality that churn impacts more than just your bottom line, including these very real potential consequences for your brand: 1. Perception of product becoming reality. 2. Negative publicity from churned users. 3. Employee anxiety. 4.
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.
Totango
MAY 6, 2021
What is customer retention ? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation.
Cyara
MAY 6, 2021
Recently, Cyara officially announced the release of a new automated Interactive Voice Response (IVR) testing feature, Call Explorer. If you haven’t had the chance watch or read up on how this feature helps make it easier to shift from manual to automated testing, you can learn more here. In addition to making test case authoring much easier, Call Explorer also helps to support teams of manual contact center and IVR testers.
Interactions
MAY 6, 2021
Which is better: machines or humans? We’ve seen the debate for years. When it comes to customer service, there are strong opinions for each. . On one hand, automated systems can handle an unlimited number of customers at once, resulting in less time wasted and lower operational costs. On the other hand, humans can elevate customer satisfaction by bypassing business rules and emotionally supporting customers.
Transparent BPO
MAY 6, 2021
Industry Veteran to Lead Philippines Operations Rockville, MD, April 29, 2021 – Steve DeBari has been appointed as Vice President of Operations of Transparent BPO, a global contact center and business process outsourcer. He reports to Lance Hale, President, Transparent BPO. DiBari will be responsible for the company’s growing operations in the Philippines and will […].
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Comm100
MAY 6, 2021
WordPress powers over 40% of all websites on the internet. To put this into perspective, Joomla is the second most used and only has 2.6% market share. A key reason why so many businesses use WordPress is because the software is free. But it’s so much more than that. WordPress is so popular because it is easy to use and install, is feature-rich, has strong security, and offers extensive templates and customizations.
Transparent BPO
MAY 6, 2021
Customer Experience Skills Augment Company’s Management Ranks Rockville, MD, May 6, 2021 – Alan Jackson has been appointed as Vice President of Business Development of Transparent BPO, a global contact center and business process outsourcer. He reports to Scott Newman, CEO of Transparent BPO. Jackson will be responsible for helping build the sales pipeline for […].
Call Experts
MAY 6, 2021
Real estate agents and property managers, if your business takes too long to react to requests and return messages, your renters, buyers, and owners can get disappointed. Then, word will spread. And from there, you will become the company that has poor customer service and doesn’t care about your clients. Instead, be known as the company that keeps renters supported and happy. .
CustomerSuccessBox
MAY 6, 2021
From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . I’m sure by now you’re convinced about the importance of having a customer success platform and want to implement one, but scared.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Babelforce
MAY 6, 2021
Contact center service is all about helping people. But your agents can only help if they understand the problems customers face. What’s the best way to gain this understanding? By listening. That’s why so many businesses train their agents in active listening, where agents consciously focus on the customer. The problem is that the average contact center role has plenty of distractions.
GetFeedback
MAY 6, 2021
Learn what the CCXP is, why it matters, and how to get it.
TCN
MAY 6, 2021
To understand where STIR/SHAKEN is taking us, it is important to understand how we got. The post STIR/SHAKEN: Where Do We Go Next? appeared first on TCN.
Solvvy
MAY 6, 2021
Customer support agents are instrumental to every company. They are problem solvers and product and service experts. At times, they are sales people. They are a company’s first line of support when inquiries and issues arise. And while customer support agents are indispensable players in any organization, they simply cannot do it all. Thankfully, agents and support leaders have an ally – next-gen chatbot and automation platforms provide help agents and improve customer retention rate
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
The Petrova Experience
MAY 6, 2021
Post-COVID employee experience is a top priority of every HR executive. Most executives I know are losing sleep. They are challenged to design the optimal way to bring employees back to the office and/or keep remote work employees engaged. The gamut runs from “Don’t come in until 2022” to “let’s get back 100% by September.” . For businesses in 2021 – and for the future of remote work – what is wrong with this picture?
Brad Cleveland Blog
MAY 6, 2021
Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my LinkedIn Learning course “Customer Service: Managing Customer Feedback.” Establishing your goals from Customer Service: Managing Customer … The post Establishing Your Customer Feedback Goals first appeared on Brad
SmartKarrot
MAY 6, 2021
90%! As much as 90% of the customers read online reviews even before considering a purchase. Were you under the impression till now that customer reviews were needed only by the prospects? Sadly, that’s not the case. Software advice states that a collective mix bag of positive and negative reviews inspire customers the most. On that note, let us take a look at top 20 SaaS product review websites of 2021.
Brad Cleveland Blog
MAY 6, 2021
Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts. The … Continue reading → The post Establishing Your Customer Feedback Goals appeared first on Brad Cleveland.
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
SmartKarrot
MAY 6, 2021
Role: Customer Success Director – Healthcare Location: Remote, San Francisco Bay Area, US Organization: Innovaccer As a Customer Success Director, you will understand customer needs and be a client counselor by working together with the customer to come up with solutions to key customer problems. Build a client relationship and acts as a trusted advisor to the client.
SharpenCX
MAY 6, 2021
Prioritizing customer satisfaction starts with your call center and ends with higher revenue for your entire organization. Turns out, more than two-thirds of companies with growing revenue prioritize customer satisfaction, compared to only 49% of companies with stagnant or decreasing revenue. But how do you know what takes top priority when it comes to improving customer satisfaction?
Fonolo
MAY 6, 2021
The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception.
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