Contact Center Pipeline
SEPTEMBER 10, 2020
In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping our agents online, connected and maintaining service continuity. The next phase requires every supporting function to adjust their processes and technology to support and enable our employees as work-at-home moves from […].
Beyond Philosophy
SEPTEMBER 10, 2020
Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.
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Steve DiGioia
SEPTEMBER 10, 2020
I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions. I used to love watching the faces of new employees when I tell them that I want to hear their thoughts and views of “how we do things here”.
Bill Quiseng
SEPTEMBER 10, 2020
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Bell than any other author. Several of his 24 customer service books that I highly recommend include “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Aweso
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Joe Rawlinson
SEPTEMBER 10, 2020
Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office. If you think that there is a possibility that you could turn your hobby into a business, it might be time to stop daydreaming about it and make your vision a reality.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Pointillist
SEPTEMBER 10, 2020
By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Customer journey orchestration enables enterprises to engage prospects and customers at optimal points along their journeys, in real time and through the most effective channels.
Talkdesk
SEPTEMBER 10, 2020
Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. In some cases, organizations saw themselves dealing with more calls while transitioning to a WFH practice.
Toister Performance Solutions
SEPTEMBER 10, 2020
Email remains a strong customer service channel despite its age. The convenience is perfect for non-urgent issues. You quickly type out your message, send it, and then go on with your day until you get a response. Email is good for companies, too. Employees can serve far more customers per hour than on live channels such as phone or chat, while also avoiding the potential for public scrutiny that comes with social media.
Acquire BPO
SEPTEMBER 10, 2020
Acquire BPO’s domestic growth, service innovation and corporate responsibility were recognised at the 17th Annual International Business Awards® today—its fifth consecutive year in the winner’s circle. We won the Silver Stevie Award for the Company of the Year – Large category and the Bronze Stevie Award for Most Valuable Corporate Response in the COVID-19 Response category.
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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
Eptica
SEPTEMBER 10, 2020
Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future. 19% of UK contac
Monet Software
SEPTEMBER 10, 2020
How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support. And new challenges—such as job loss affecting the ability to pay a bill or confusion about the technical demands of a child’s remote schooling—mean they’re contacting companies with a wide variety of pressing needs.
Interactions
SEPTEMBER 10, 2020
What a difference a year can make. Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season. You probably contributed to this yourself, as you desperately searched in stores and online for that must-have toy or perfect present.
SharpenCX
SEPTEMBER 10, 2020
Picture the last time you bought something online. You’re sitting on your couch, watching The Office from start to finish for the 17 th time, sifting through items you’ve saved to your cart on Amazon. If you’re like me, you’re shopping from the couch because it’s wildly convenient. I can multitask: entertain my brain, make the purchases I need AND avoid leaving the house.
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.
NICE inContact
SEPTEMBER 10, 2020
If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.
Solvvy
SEPTEMBER 10, 2020
Today’s economy has forced individuals worldwide to consider how they handle and keep track of their money. Consumer fin-tech companies have capitalized on this renewed focus on personal finance and many have seen a spike in activity during this period. While leading consumer fin-techs in payments, lending, and banking are always looking to provide best-in-class customer experience and multi-channel accessibility, however, significant, rapid growth can strain customer support teams, increa
Connecting the Dots
SEPTEMBER 10, 2020
CCMC ~. Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys. Further, the alternatives Cappelli offers also have weaknesses.
NICE inContact
SEPTEMBER 10, 2020
Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.
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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.
Concentrix
SEPTEMBER 10, 2020
Learn new VOC strategies designed to drive more value in a digital world. The post The Future of VOC Is Coming Fast. Are You Ready? appeared first on Concentrix.
Humach
SEPTEMBER 10, 2020
About as common as unjustified fears of AI overlords enslaving the human race, are blanket defenses of AI technology as something inherently good, ethical, and safe. In short, we supposedly have nothing to worry about. While I find it admirable to want to paint a more accurate portrait of what AI is and isn’t, neither extreme represents the truth. Like any technology, AI presents both benefits and new dangers, and it’s only through recognizing these dangers and consciously working to avoid them
CSM Magazine
SEPTEMBER 10, 2020
Identifying a Customer Experience Map. Satisfactory customer experience is essential for any company and entrepreneur, from a small beauty product retailer or essay writer to an international corporation. After all, you arrange all of your business aspects to satisfy your clients’ needs and generate sales. Or do you? We will help you find this out with customer experience maps.
Connect
SEPTEMBER 10, 2020
Contact centres are a key customer experience touchpoint and inevitably a substantial cost base too. Companies are rightly concerned about delivering the best contact centre experience for the best possible cost. There are other factors too – scalability, reliability, and integration with legacy systems.
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!
AnswerConnect
SEPTEMBER 10, 2020
What does an answering service do? This is a frequent question. Answering services provide businesses with virtual receptionists. These agents are real people who work on your behalf and represent. The post What is an answering service? appeared first on AnswerConnect Blog.
Comm100
SEPTEMBER 10, 2020
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!
Ameyo
SEPTEMBER 10, 2020
The world after COVID-19 is unlikely to return to the world that was. The COVID-19 crisis has affected economies around the globe. It is permanently reshaping our lives as it continues to unfold. Trends in all spheres of life are getting impacted by the pandemic. Be it a basic habit of wearing a mask to … Why Video Contact Centers will transform Customer Engagement after COVID -19?
Waterfield Technologies
SEPTEMBER 10, 2020
Your organization has made a significant investment in the best customer engagement platform. Your channels are integrated, and your workforce is primed for top performance. However, many contact centers under-utilize […]. The post How to Measure Contact Center Performance appeared first on Waterfield Technologies.
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
LiveVox
SEPTEMBER 10, 2020
Learn about the pioneers ushering in a new wave of banking that’s sustainably focused and community conscious. That’s exactly the kind of thing financial services trailblazer Lynn Marie Auzenne discusses in our latest edition of Thoughtline. As the CMO of Beneficial State Bank, she’s focused on giving her customers great service and the opportunity to […].
Comm100
SEPTEMBER 10, 2020
Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!
Jon Arnold
SEPTEMBER 10, 2020
Hey, this is fun! It's a compilation of Top 5 Moments from the Energy Thought Summit , and I'm in one of them. Most of you don't know that I was active in the smart grid space for many years, alongside my focus on communications technologies. I was part of the first few ETS events, and in 2016, I hosted an open mic session there in Austin, complete with an off-the-street piano player to set the mood.
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