Contact Center Pipeline

SEPTEMBER 24, 2020

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. In a service-based economy, positive customer interaction is more important than ever. According to a Blackhawk Network study, […].

Analytics 279

Analytics Contact Center Call Center Technology 279

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth.

Entertainment 349

Entertainment Consulting Consulting Finance 349

Steve DiGioia

SEPTEMBER 24, 2020

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.

Customer Service 310

Customer Service Banking Sales Personalization 310

Customer Service Life

SEPTEMBER 24, 2020

Image by Gerd Altmann from Pixabay. I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a whole lot about this topic here and read the opinions of 14 contact center professionals here. Now for the honest truth about the scoreless QA discussion. While I’ve spent a lot of time working with contact center teams on quality assurance, I, myself have not actually done a quality evaluation and coached an agent

Coaching 128

Coaching Contact Center Feedback Customer Service 128

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.

Fonolo

SEPTEMBER 24, 2020

There’s a golden opportunity for credit unions in the next five years, but only if they act fast. With the rise of P2P lending and socially responsible investment, it’s clear that consumers are looking for alternatives to big banking institutions. Credit unions typically have much higher customer satisfaction scores compared to other financial institutions.

Banking 109

Banking Contact Center Call Center Technology 109

Working Solutions

SEPTEMBER 24, 2020

In a recent CEOWorld Magazine viewpoint, chief executive Kim Houlne turns decades of experience into practical business lessons for leaders to deal with these trouble times. Houlne, who has led her own private company for 24 years, draws from personal ups and downs to guide others during the pandemic in the piece, “Courage in the […].

Personalization 98

Personalization outsourcing Call Center 98

Spearline

SEPTEMBER 24, 2020

To the majority of individuals the humble fax (facsimile) machine is now a distant memory and for younger generations, it is a memento of years gone by and a technology that they are unlikely to encounter in the future. However, research shows that fax technology is far from obsolete and in certain sectors and industries, its usage is actually growing.

Healthcare 92

Healthcare Surveys Technology Accountability 92

Totango

SEPTEMBER 24, 2020

Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges. In strict business school translation, value is benefit minus cost. In a real-world sense, however, value is the potential for success a customer gains by partnering with you and your product.

Enterprise 78

Enterprise Upselling Accountability Metrics 78

Interactions

SEPTEMBER 24, 2020

This blog is written courtesy of Interactions R&D team. Technological shifts during the past three decades in computing, including personal computers, hardware acceleration, and ubiquitous computing, complemented by a data revolution — collection, aggregation, storage, and dissemination made possible by ever expanding communication network infrastructure– have had a profound and transformative impact on our daily lives.

Metrics 71

Metrics Engineering Enterprise Technology 71

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

Surveys

Toister Performance Solutions

SEPTEMBER 24, 2020

The assistant called on behalf of her boss. Ashley (not her real name) had been instructed to round up some quotes for customer service training. She had dutifully performed an internet search for customer service trainers and discovered some of my courses on LinkedIn Learning. The boss had given Ashley simple instructions. Find some trainers, learn about their standard training program, and find out how much the training costs.

Customer Service 71

Customer Service Self service Surveys Wait times 71

Nicereply

SEPTEMBER 24, 2020

Every team member in support needs to know which OKRs they are directly impacting, and what tasks they need to do to ensure they achieve their goals. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Often company OKRs (Objectives & Key Results) focus on metrics that don’t have an obvious connection to the work a support team does day-to-day.

Metrics 75

Metrics Sales Management Customer Experience 75

Chip Bell

SEPTEMBER 24, 2020

“You can pretend to care, you cannot pretend to be there,” wrote Texas Bix Bender in his book Don’t Squat with ‘Yer Spurs On! Bender was describing a vital feature of effective leadership—command presence. People who spend more than twenty minutes in the military know the power of command presence. Officer school candidates are drilled on the proper manner of a leader—focused, attentive, and engaged.

Management 76

Management 76

Alorica

SEPTEMBER 24, 2020

This article originally appeared on [link] To read the full article go to [link] With unprecedented disruptions causing the local unemployment rate to shoot up to 45%, thousands of Filipinos are now uncertain about their future. This is particularly true for this year’s new graduates, whose lack of career experience already pose a challenge when it comes to.

62

62

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

SharpenCX

SEPTEMBER 24, 2020

2020 didn’t cancel National Customer Service Week. The festivities are set for October 5-9, and it’s up to you to celebrate your team, no matter where they’re working. I blinked in March and now somehow we’re finalizing our plans for Q4. This year, we’ve been robbed of ritual. We were tossed into a situation none of us asked for – and certainly, none of us wanted.

Virtual Agent 52

Virtual Agent Customer Service Scripts Coaching 52

LiveVox

SEPTEMBER 24, 2020

What does it take to roll out an optimization project or new process in a virtual working environment? LiveVox dives in in this episode of Thoughtline. Full Transcript Boris Grinshpun: [00:00:00] Good morning. Good afternoon to everybody. Welcome again to our weekly podcast show. And today we’re lucky enough to have James Cisneros from Metre22 […].

52

52

Nuance

SEPTEMBER 24, 2020

Spain’s EVO Banco just became the first bank in Spain to leverage Nuance’s AI-powered biometrics technology for authenticating customers, eliminating passwords and PIN codes for mobile banking. When customers use the bank’s mobile application, the new EVO VoiceID will empower people to simply speak the phrase, “En EVO, mi voz es mi contraseña” (In EVO, [.

Banking 52

Banking Technology Enterprise Customer Experience 52

Skybridge

SEPTEMBER 24, 2020

(It Will actually save you money. Here’s how.). A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience. Long considered one of the “squishier” performance goals, CX has grown in importance among customer-centric brands. Still, when times are tough or unpredictable, there can be a temptation to cut CX budgets.

Customer centricity 52

Customer centricity Analytics Feedback Sales 52

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.

Self service

Maru Group

SEPTEMBER 24, 2020

Halloween is a time of campy spookiness and fun frights. But this year, for many Canadians, COVID-19 has added a very real layer of fear that’s putting a damper on the season. Rising COVID-19 cases and physical distancing requirements are causing widespread concern about participating in many of the classic Halloween traditions, including door to door trick-or-treating and having Halloween parties.

Surveys 52

Surveys Accountability Personalization 52

Spearline

SEPTEMBER 24, 2020

To the majority of individuals the humble fax (facsimile) machine is now a distant memory and for younger generations, it is a memento of years gone by and a technology that they are unlikely to encounter in the future. However, research shows that fax technology is far from obsolete and in certain sectors and industries, its usage is actually growing.

Healthcare 52

Healthcare Surveys Technology Accountability 52

CSM Magazine

SEPTEMBER 24, 2020

A small business with big dreams needs all the right tools in the right places to make a big impression and grow at a fast pace. Making use of small business CRM is one of the ways in which businesses can grow and get organized in a far better manner. Customer Relationship Management (CRM) software is an important tool that allows businesses to monitor their customer interactions, provide better customer experiences and increase sales.

CRM 52

CRM Marketing Sales Customer Service 52

Influitive

SEPTEMBER 24, 2020

Think back to the last in-person event you attended. I’d be willing to bet that in addition to walking away with new knowledge, new skills and new connections, you likely also left with something else: swag! Everyone loves getting swag, gifts and rewards during events. But sadly, with the departure of in-person events and the […]. The post How to Reward your Virtual Event Attendees Without Breaking the Bank appeared first on Influitive.

Banking 52

Banking Personalization 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

Babelforce

SEPTEMBER 24, 2020

In this post: What is SMS marketing? SMS marketing – better than email? How will SMS marketing help your business? How does SMS marketing help customers? How does SMS personalization work? Your free guide to SMS and IVR automation (eBook). What is SMS marketing? Let’s start at the beginning. . SMS marketing uses the nearly universal SMS channel to deliver marketing messages.

Marketing 52

Marketing APIs CRM Surveys 52

inSided

SEPTEMBER 24, 2020

The rapid acceleration and demand for Customer Community platforms in the B2B SaaS & subscription-based market continues to drive customer and revenue growth.

SaaS 52

SaaS B2B Management Marketing 52

Tethr

SEPTEMBER 24, 2020

Customer conversational data is an incredibly powerful tool that CX leaders can use to improve the customer experience, identify customer churn risk and mitigate disloyalty. But it’s one thing to have conversational data—it’s another to harness that data and combine it with powerful workflow tools so you can automatically drive actions to improve the customer experience.

Customer Experience 48

Customer Experience 48

Alorica

SEPTEMBER 24, 2020

Join Adrian Brady-Cesana, author of The Four CX Pillars and host of The CXChronicles Podcast, as he welcomes Brandon Rosipko, Director of Customer Experience Transformation at Alorica. Adrian and Brandon touch on several key areas, including Alorica’s digital capabilities, journey mapping and the importance of data and feedback—and agree that above all, CX starts and ends with our people!

Journey mapping 48

Journey mapping Feedback Customer Experience 48

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

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. For the most part, managers tend to think about QA in terms of improving customer experience (CX) or, unfortunately, as a mere policing function intended to “crack down” on undesirable agent behaviors.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Jon Arnold

SEPTEMBER 24, 2020

Been doing a lot of webinars lately, but am doing plenty more, including podcasts. I’m a regular contributor for BCStrategies , including podcasts. Our most recent podcast took a look at what companies are doing, and how they’re using collaboration technologies to keep employees engaged during the pandemic. It’s a rich topic, and we had a lot of interesting perspectives to share, all of which was moderated by Blair Pleasant.

Employee engagement 45

Employee engagement Technology 45

Waterfield Technologies

SEPTEMBER 24, 2020

The post 3 Tools Your Agents Need to Make Working from Home Successful appeared first on Waterfield Technologies.

Technology 52

Technology Self service 52