CX Global Media

AUGUST 28, 2018

Contact centers around the world face similar challenges, yet so many continue to work in silos. To tear down the barriers that are preventing you from delivering an exceptional customer experience, you can’t do it alone. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. When they do, value is returned in shortened learning curves and the ability to make better business decisions.

CCNG 136

CCNG Contact Center Chief Customer Officer Coaching 136

Dialer 360

AUGUST 28, 2018

Your call center is the bleeding edge of your activities, requiring progressing and continuous checking to work well. To adequately deal with your clients, you require steady following and estimating of measurements which are essential to deciding operators. There are some call center practices which will help. Do you know why team leaders are so concerned about performance evaluations in contact centers?

Call Center 21

Call Center Scripts Entertainment Contact Center 21

Toister Performance Solutions

AUGUST 28, 2018

Responding to customer email is a vexing challenge. Many companies I know struggle to keep up with the volume. It can be difficult to balance customer demands for fast responses while handling other channels at the same time. Emails often require additional research before responding, which also takes extra time. I recently partnered with customer service writing expert Leslie O'Flahavan to facilitate a webinar on meeting customer demands for speed while still sounding like a human.

Morale 48

Morale Contact Center Customer Service Management 48

Callminer

AUGUST 28, 2018

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Customer interaction analytics throughout the relationship is key to success.

Call Center 182

Call Center Analytics 182

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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.

ShepHyken

AUGUST 28, 2018

Be Nice… Always. Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?. Top Takeaways: Customers aren’t always looking for money or a “yes” to fix their problems.

Airlines 174

Airlines Customer Service Customer Experience Marketing 174

Liveops

AUGUST 28, 2018

Meet the people handling your most important customer interactions. When you buy traditional call center services, you’re getting the customer service equivalent of a black box. The agents are typically represented by Suzy Stockphoto—a smiling model in a headset—but who is really answering your customers’ calls? Since employee turnover is high, the true quality of these agents is difficult to evaluate.

Scripts 85

Scripts Call Center Healthcare Personalization 85

Omnicus

AUGUST 28, 2018

Why you should reinvent your organization to take advantage of the best of digital and human capabilities.

Customer Service 89

Customer Service Customer Experience 89

The Northridge Group

AUGUST 28, 2018

Recent research reveals that 81% of businesses strive for customer experience to be their competitive differentiator, yet only 22% of businesses themselves report that they are exceeding customers’ expectations.

Quality management 65

Quality management Management Customer Experience 65

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? Seriously though: If you slack off with your reading during the summer months, you’ll be too far behind in the autumn to ever catch up. Make sure you have already looked through the reports in our last report round-up post , too. So, here are 5 more reports worth your time.

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Contact Center Call Center Abandon rate Surveys 65

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

Transparent BPO

AUGUST 28, 2018

As a call center, we are a transactional business. Everything we do is a transaction. Whether it comes in the form of a phone call, web chat, email response, or even data entry, it’s all a touchpoint with a customer. That’s why quality monitoring — the process of ensuring all customer service transactions are carried out […] The post 10 Call Center Quality Monitoring Best Practices for Process Improvement appeared first on Transparent BPO.

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Best practices Call Center Customer Service outsourcing 66

FiveStars

AUGUST 28, 2018

Word of mouth is often seen as the holy grail of marketing. It’s low-cost, effective, memorable, and often viral advertising for your business. But how do you become the talk of the town? How do you get to be the local business that everyone is buzzing about? Here are 5 easy ideas that you can […]. The post 5 Easy Ways to Drive Word of Mouth for Your Business appeared first on Fivestars Insights.

Advertising 66

Advertising Marketing 66

SharpenCX

AUGUST 28, 2018

It’s obvious that customers make or break a company, no one will argue that. What’s less obvious, though, is how contact center agents and the agent experience impact a company. Because agent experience isn’t as obviously important to companies, it’s tagged with a lower-impact sticker and isn’t considered a focus compared to the gold star [.]. Read More.

Contact center software 59

Contact center software Contact Center Customer Experience 59

Method:CRM

AUGUST 28, 2018

[…]. The post Sales Follow-Up Emails to Convert Leads Into Customers appeared first on Small business insight from the #1 QuickBooks CRM.

Sales 68

Sales CRM Customer Service Customer Experience 68

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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

Branch Mesenger

AUGUST 28, 2018

From Sears to Whole Foods, here's the stories we're reading about the world of commerce, retail and work this week: ?? Whole Foods Reels In Shoppers. ?? Retail Rises From Sears' Ruins. ?? Skyrocketing Rents for Millennials. ? Burden of Student Loan Debt. ?? Dunkin' Drops the 'Donut'. ?? Apocalyptic Retail Architecture of the 1970s. ?? Decoding Tariff Impacts on US Electronics Manufacturing. ??

Real estate 54

Real estate Education Marketing Metrics 54

Outsource Consultants

AUGUST 28, 2018

A recent article by Bill Price gives the viewpoint that first contact resolution (FCR) can be the most important contact center metric that drives customer satisfaction. However, it’s often a faulty metric with how contact centers track and report it as a one-size-fits-all piece of data. Price says that FCR needs to be defined for each customer service channel and the analytics need to be collected based on agent interactions and the specific nature of the issues themselves.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Relay Blog

AUGUST 28, 2018

How many times does a customer need to contact your support team to find an. The post 16 Tactics for Boosting Your First Contact Resolution Rate appeared first on Relay.

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Outsource Consultants

AUGUST 28, 2018

People don’t remember everything. In a recent article, Anand Subramaniam states that humans retain less than 5% of information a month after learning it. Contact center agents are not immune to this reality. As a result, customer service consistency can vary from agent to agent depending on how solid their training was when they were onboarded. Subramaniam also notes that traditional training isn’t always effective with younger generations.

outsourcing 52

outsourcing Contact Center Call Center Consulting 52

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

USAN

AUGUST 28, 2018

Calculating the Total Cost of Ownership for Amazon Connect. Total cost of ownership (TCO) is an important factor to consider when deciding whether or not to migrate your contact center to the cloud. However, unlike a move from one on-premises application to another, calculating the TCO for a cloud-based app is like comparing apples to oranges. At USAN, we’ve helped many clients determine the TCO of moving to Amazon Connect.

Contact Center 55

Contact Center APIs Consulting Consulting 55

Outsource Consultants

AUGUST 28, 2018

Companies on the rise can expect rapid departmental growth. The more needs you have as a result of more customers, the more roles you need to fill in the office. Customer service is perhaps the most important department to increase as your business evolves. The more customers you have, the less likely you’ll be to help them without adding new agents and representatives.

outsourcing 52

outsourcing Call Center Management Education 52

Connecting the Dots

AUGUST 28, 2018

CCMC ~. Has your business struggled with its customer experience? How empowered is your workforce? Do you know what authentic empowerment is, its value, how to empower your employees to provide more seamless and empathetic customer experiences that will also enhance your bottom line, and how to fix what might be in your way? If not, learn more from John Goodman’s recent LinkedIn post.

Consulting 48

Consulting Consulting Customer Care Customer Experience 48

Nuance

AUGUST 28, 2018

I often talk about people with a strong work ethic. Have you ever really thought about what work ethic truly means? Do you think you have work ethic? I recently attended a keynote presentation by former NFL quarterback Peyton Manning. A great storyteller, Peyton kept the audience fully engaged, but what stayed with me most […] The post At the end of the day…earn your money appeared first on What’s next.

Healthcare 44

Healthcare 44

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Avaya

AUGUST 28, 2018

At the most prestigious soccer tournament in the world, Avaya put champion-level technology and solutions throughout the stadiums. The international association #football competition that took place in Russia during June and July was the most widely viewed and followed sporting event in the world, as more than 200 countries competed for a coveted spot and a chance to win the cup.

Entertainment 43

Entertainment contact center solutions Contact Center Technology 43

Helpware

AUGUST 28, 2018

Customer service is one of the toughest jobs out there. To be good at customer service , one must be able to put their own needs aside for their working hours and be able to concentrate fully on other people. Focusing solely on the needs of others can be mentally and emotionally exhausting, this is why consistently great customer service representatives can be hard to come by.

Customer Service 42

Customer Service Scripts Benchmark Government 42

Nuance

AUGUST 28, 2018

Win in today’s hyper-competitive world by harnessing actionable insights to continuously improve user experience and solution performance. As many organizations continue their journey to digitally transform, those that focus on delivering exceptional experiences that engage end-users and reduce effort will see the rewards of higher rates of digital adoption, containment and customer satisfaction.

Customer Experience 40

Customer Experience Big data Analytics Call Center 40

Talkdesk

AUGUST 28, 2018

Talkdesk is Back at the Largest Software Conference in the World! Last year we did it big at Dreamforce with a ton of sessions, an amazing giveaway, the conference’s best happy hours and more. We are back again, Trailblazers , for 2018. Here are some of our big announcements: . Platinum Sponsorship, VIP Lounge and More. Talkdesk is sponsoring at the Platinum level and, back by popular demand, we’re bringing back the Talkdesk VIP Lounge at Tropisueno Restaurant.

Customer Experience 40

Customer Experience 40

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

Technology

Genroe

AUGUST 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post 33 Net Promoter Score® Case Studies With Links to Business Value appeared first on Genroe.

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Management 40

Eckoh

AUGUST 28, 2018

Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel - rather than letting it spin out of control? Now it's possible.

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Genroe

AUGUST 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe.

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Management 40