Contact Center Pipeline
AUGUST 26, 2020
Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living. But businesses of all types and sizes rely on outbound calling to generate sales and drive revenue. In many cases, they turn to third-party call center outsourcers for the necessary resources and expertise. While today’s providers offer […].
ShepHyken
AUGUST 26, 2020
I depart from my typical customer service articles to write something that falls into the motivational category. I was on a Zoom meeting with some of my colleagues in the speaking profession. All of these people are brilliant and hearing how they have navigated the COVID-19 pandemic has been fascinating. In our group, we have a TV celebrity, the president of a major university, one of the top futurists in the world, a digital marketing expert, a retired, high-ranking military officer and more.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
AUGUST 26, 2020
We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent. Companies that deliver smooth, low-effort experiences that grab their customers’ attention will be the ones to thrive.
Taylor Reach Group
AUGUST 26, 2020
By Turaj Seyrafiaan. In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. And many understand the value of high FCR scores both in terms of customer satisfaction and loyalty as well as reduced operational costs. Most contact center want to improve on this element, but how? Where do you invest effort to achieve the best results?
Advertisement
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.
HelpCrunch
AUGUST 26, 2020
What is the driving force of any business? You guessed it right: it’s customer service. Sure, it’s not just about being courteous in every interaction with a client. This element is integral and can have [ … ]. The post Why is Customer Service Important: 7 Clear-Cut Reasons appeared first on HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
AUGUST 26, 2020
Recently, Steve Bederman was invited on Fernando Corona's Sage Executive podcast where he talked about his management technique and how NobelBiz started out. Join us in this exciting and illuminating discussion. The post Steve Bederman: My Job Is to Always Be in Management Mode appeared first on NobelBiz®.
Guru
AUGUST 26, 2020
Whatever this back to school season looks like for your family, it’s bound to be unconventional. In some states schools have fully reopened, others are giving students the option for in-person learning a few days a week, but for many families, school remains entirely remote for the foreseeable future. For those whose home has been converted into a digital classroom of sorts, parents suddenly find themselves in the position of homeschool administrator, IT support, recess monitor, and full-time at
NICE inContact
AUGUST 26, 2020
NICE inContact has been recognized as a leader in a new report from Forrester Research. The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment. NICE inContact ranks top in both the current offering and strategy categories and earned the highest possible scores in 29 of the 33 criteria.
Customercount
AUGUST 26, 2020
In this mini-series we take a look at the different types of customer feedback data available to business, the issues facing those collecting customer data and what data they should be collecting to increase profits and reduce churn. The post A guide to customer feedback and data types appeared first on CustomerCount.
Advertisement
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
SharpenCX
AUGUST 26, 2020
Editor’s Note: This post is brought to you by a new contributor, Hiba Amin, from our friends over at Soapbox – a solution that empowers over 100,000 managers to lead high-performing teams. The Agile Manifesto , which is usually your engineering team’s go-to guide for management, can help leaders in every department. Yes, including your contact center.
GetFeedback
AUGUST 26, 2020
An overview of the customer journey map for SaaS companies, why it's important, and how it's executed.
NobelBiz
AUGUST 26, 2020
DNIS stands for Dialed Number Identification Service. It is used in telecom to help call receivers and call dialers, and increase call center productivity and efficiency. By using DNIS, you can enhance call center metrics and first call resolution rates. Read the entire explanation here! The post What Is DNIS in Telecom and How Does It Work? appeared first on NobelBiz®.
Vcaretec
AUGUST 26, 2020
Picture this; you have been sent a coupon code by your favorite online retailer. You had been thinking about making a purchase from them, so you are thrilled to receive this little discount for your loyalty. You sit down at your computer and load the page. You spend the better part of an hour scrolling through their selection, making your choices, and building up your cart.
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.
Enghouse Interactive
AUGUST 26, 2020
It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . Blog #1 Into the Vortex “Cross Channel is the New Omni-Channel”. For many businesses, self-service is evolving into becoming a key factor for success.
Ameyo
AUGUST 26, 2020
In the contactless world, businesses are on the lookout for enhancing the customer experience with Remote Contact Center & Conversational AI. In our JAPAC webinar, our speakers, Ravi Saraogi, Co-founder and President (APAC), Uniphore Software Systems, Kalidas Ghose, Vice Chairman & CEO, FE Credit, Bilegt Tumurkhuyag, CX Senior Specialist, Khan Bank, and Sachin Bhatia, Co-founder … Remote Contact Centers & Conversational AI – Restructuring CX in the Contactless World Read
kommunicate
AUGUST 26, 2020
“Any customer that walks away, disrespected and defeated, represents tens of thousands of dollars out the door, in addition to the failure of a promise the brand made in the first place. You can’t see it but it’s happening, daily”. Seth Godin Customer support is one of the key aspects of driving growth for both [.]. The post Intercom vs Drift vs Kommunicate – Which is best?
Maru Group
AUGUST 26, 2020
A recent discovery of an enormous underground monument surrounding Stonehenge underscores the power of technology, teamwork, and a relentless pursuit of deep understanding. This discovery is a reminder to insights professionals of the value of embracing new insights tools that provide fresh perspectives. New discoveries amidst old stones. The discovery was made by a consortium of archaeologists working together as part of the Stonehenge Hidden Landscape Project. “The area around Stonehenge
Advertisement
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.
Babelforce
AUGUST 26, 2020
babelforce has joined forces with Awaken Intelligence to combine the best in contact center automation with call-scripting and workflow process management. The deep two-way integration between babelforce and Awaken Intelligence gives internal contact centers and BPOs a platform to create any process flow for live or virtual agents. How will our partnership work?
inSided
AUGUST 26, 2020
Imagine if someone said that you could build an army of customer advocates that were not only wizards with your product, but were also laser-focused on helping other users.
ConvergeOne
AUGUST 26, 2020
Should the dreaded day that your organization suffers a ransomware attack arrive, the severity of the damage could vary from a simple file system encryption to a total lockout. Depending upon the misfortune your IT team is dealt with, the recovery process could possibly consist of a total wipe of the servers, storage, backups, especially critical systems, logical configurations, and property.
BetterXperience
AUGUST 26, 2020
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!
Brad Cleveland Blog
AUGUST 26, 2020
I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it.
TeamSupport
AUGUST 26, 2020
In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Next, we explore how to use reporting to determine how happy your customers are and what to do if they’re not. Why? When B2B companies were asked to state the single most exciting opportunity for 2020, the number one response was customer experience (or CX), beating content marketing, video marketing and social!
Brad Cleveland Blog
AUGUST 26, 2020
I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it. … Continue reading → The post Understanding What Motivates Your Team appeared first on Brad Cleveland.
JustCall
AUGUST 26, 2020
Supervising a customer service team- the basic role of a customer service manager. The customer service manager is in charge of encouraging actionable workflows and a fertile environment for his customer service team(s). CSMs focus on building amazing customer experiences. They also hire teams, ensure robust training, and focus on multiplying progress.
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
Brad Cleveland Blog
AUGUST 26, 2020
I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it.
Revation Systems
AUGUST 26, 2020
Over the last few months, patient access teams across the country have struggled with the need to quickly pivot with making their workforce remote due to restrictive legacy technology in healthcare contact centers. Though some healthcare systems were able to make the transition to moving their patient access teams to work remotely from their homes, many may still lack the dynamic, multichannel, HIPAA compliant tools that are needed to adequately support their patients.
Expert insights. Personalized for you.
273 
Let's personalize your content