Contact Center Pipeline
APRIL 23, 2019
There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. (You read that right: Three out of every four people who voluntarily leave a company do so because of poor management.) So how can call center managers—and, by extension, their companies—avoid the same […].
InTheChat
APRIL 23, 2019
For most contact centers, agent attrition is the biggest ongoing drain on budgets. Contact centers have an average turnover rate of 30%, with employee resignation attributing to 60% of the cause of turnover. Recruiting, hiring and training the. The post How to reduce agent turnover by improving agent experience appeared first on InTheChat.
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Nicereply
APRIL 23, 2019
It’s essential to keep an eye on how things change for your product and team, so you can make sure the support you’re offering your customers is the best option for everyone. Unless you’ve been seriously off the grid lately, I’m betting you’ve heard about Marie Kondo. She’s the creator of The KonMari Method —a way of organizing your home—and stars in her very own Netflix show called Tidying Up with Marie Kondo.
ShepHyken
APRIL 23, 2019
Music and the Customer Experience. Growing Your Business One Customer at a Time. Shep Hyken interviews Mike Grande, the founder and CEO of Rock Out Loud and The Staten Island School of Rock. They discuss Mike’s successful philosophies of providing an outstanding experience to his customers. The Interview with Mike Grande: Focus on a simple growth philosophy: to grow your business one customer at a time.
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Callminer
APRIL 23, 2019
PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
APRIL 23, 2019
A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed. According to the Customers’ Voice: Predictive Maintenance in Manufacturing report by Frenus, approximately 50% of all large companies face quality issues following an unplanned shutdown.
ijgolding
APRIL 23, 2019
If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer. As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. As a result, when I was asked to contribute to a new educational video series on the subject that has become my vocation, it was a very easy decision
ProProfs Blog
APRIL 23, 2019
Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. According to a Smart Insights report, 63% of people expect brands to offer customer service via their social media channels, and 90% of social media users have communicated with brands via these platforms.
Kristina Evey
APRIL 23, 2019
Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey.
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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
Ansafone
APRIL 23, 2019
When it comes to gauging the effectiveness of your BPO call center at delivering quality customer experiences, first call resolution (FCR) is the pinnacle metric. FCR tells you how well you are doing at resolving customers’ issues quickly and accurately. When there is a need for further follow-up, customer frustration occurs, which hurts the overall … The Most Common Reasons Customers Call Back Read More ».
Mindtouch
APRIL 23, 2019
Have you ever awakened in the middle of the night with a gasp, covered in a cold sweat, calling out “Hey Google, how do I fix that error code on my washing machine!?”. Okay, maybe it’s not that dramatic. But the impulse to seek self-service can come at any time. Consumers will Google troubleshooting steps during their morning cup of coffee. They’ll search for knowledge base articles while they’re riding the elevator up to work.
Nexmo
APRIL 23, 2019
As most who work in the industry will tell you, the SIP market is a relatively commoditized landscape. There is a set number of standards and features that everyone has more or less come to expect as baked in. And for the most part, the determining factor between one vendor to the next boils down to the age old driver of price—who can give me the best deal?
Voiance
APRIL 23, 2019
Are your agents using multilingual support, including phone interpretation, in the most effective way possible? In Part One of this series, we shared four tips from Voiance designed to help your agents get the greatest possible benefit from their use of phone interpreters. But don't stop there. Take a look at the four more best practices we're sharing today, then (if you haven't already) click below to check out our RFP guide for more insights into choosing a language services provider.
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.
Etech GS
APRIL 23, 2019
Imagine this. You are invited to a board meeting, and everyone is getting settled. While putting his cup down, the CEO accidentally spills coffee onto the desk and floor. What is the aftermath your picture? Do you already, through your mind’s eye, see interns and mid-level managers rushing to clean up the mess? Or, even better, do you envision the CEO calling for janitorial to tend to it so that he can carry on with his meeting?
FreshGrade
APRIL 23, 2019
Teachers have long understood how parental engagement helps students perform better in school. At the same time, families are often hungry for information about what is happening in their child’s classroom. But even as schools work hard to encourage parent engagement, families have continued to feel disconnected from their child’s educational experience.
Ameyo
APRIL 23, 2019
Globalization and economic development in the past decade or so has significantly improved the purchasing capacity of people. One of the industries which has benefitted from this changing trend is the automobile sector. Owning a vehicle has become a necessity for a major section of the population today as opposed to a decade ago. This … Why does the Automobile Industry Need a Call Center Software Read More » The post Why does the Automobile Industry Need a Call Center Software appeare
Chip Bell
APRIL 23, 2019
Your mother likely told you that you did not get a second chance to make a good first impression. That is literally true but may not be completely accurate in its intent. But, the point of the power of first impressions is a solid one. And, one to be carefully considered as a service provider. The power is amplified if your first impression helps tell your story.
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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.
Nuance
APRIL 23, 2019
“Make the world a better place.” That’s the stereotypical catch phrase fans of “Silicon Valley” tend to hear from the various tech startups pitching their products on the show. But it’s more than a catch phrase. For some tech innovators, it’s a vital mindset. In order to rise above the hype of artificial intelligence, they […] The post How to make a difference in the world appeared first on What’s next.
Education Services Group
APRIL 23, 2019
Imagine one of those food subscription services that sends you the ingredients to easily make meals at home — we’ll call it FoodBox. You sign up for a FoodBox subscription that sends you five dinners for the week, and the box arrives the following Monday. As it turns out, some of the recipes are too tricky for you to cook — you have a small kitchen and a toddler to keep track of, and you can’t “stir constantly” for 20 minutes while you watch him.
Fonolo
APRIL 23, 2019
It’s getting warmer, which means this year’s vibrant trade show season is upon us! And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. This time, Fonolo will be spreading joy at booth #909!
CSM Magazine
APRIL 23, 2019
There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. But are you asking the right questions? Some of the usual questions asked to gain insight include: Is our product/service no longer useful to you? Did the price of our product/service cause you to leave? Have you decided to test out a competitor?
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!
Interactions
APRIL 23, 2019
We live in an age where we frequently come in contact with retailers. Whether you are buying groceries in your local supermarket, online shopping with your favorite clothing brand, trying on makeup at a large department store or searching for a birthday present in a toy store catalog, the retail industry is large and diverse. With the focus being on customer experience, many of these retailers are beginning to offer many different ways to conduct transactions, especially self-service options, in
Toister Performance Solutions
APRIL 23, 2019
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. We've all heard an employee say something cringeworthy when explaining an unfriendly policy or procedure to a customer. "It's our policy, there's nothing I can do about it.
ChaseData
APRIL 23, 2019
Businesses spend a lot of time and money honoring and reaching out to their so-called “loyal customers” every year. There is a great emphasis placed on this loyalty – but why? What is the importance of customer loyalty, and what does this term really mean for your business? Here, we examine all of that – and why you should be making an effort to retain customers and keep them happy!
ConvergeOne
APRIL 23, 2019
ConvergeOne recently announced the availability of ConvergeOne Secure Connect , our new software-defined wide area network (SD-WAN) managed services offer. In a nutshell, Secure Connect is a subscription-based, fully-managed SD-WAN that connects our customers’ networks to ConvergeOne Cloud Experience (C1CX) collaboration solutions. I know what you may be thinking: What is SD-WAN?
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
Advantage Communications
APRIL 23, 2019
If you have decided to transition from in-house customer service to an outsourced call center then it’s likely that you have already been through the request for proposal (RFP) process and you know exactly how outsourcing your contact center will benefit your business. You’ll understand that by partnering with a highly advanced contact center, such as Advantage Communications , you’ll have access to highly skilled customer service agents, next-generation technology and much more.
Nuance
APRIL 23, 2019
In an earlier blog, I wrote about how relying on manual documentation alone is error-prone, can be inefficient, and costly. There are many other obstacles to manual documentation processes, but for this blog, I want to focus on one area most often addressed by our customers – paperwork burnout. According to a recent study, many […] The post Don’t’ let paperwork become an obstacle for your employees appeared first on What’s next.
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