Tue.Jan 29, 2019

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Coach Agents More Effectively: 5 Steps to Master Asynchronous Call Review

OrecX

Coaching agents at scale is no easy feat. Between administrative tasks, meetings, and your own workload, there is little time left in the day to focus on individual agents. Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. The problem with these methods is that A) They put your reps on edge and B) Coachable moments don’t always appear when you’re paying attention.

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10+ ways to reduce contact center hold time

InTheChat

One of the few universal truths of customer service is that nobody likes being on hold. In a world with ever-increasing demands on our time, we all have better things to do than listen to poorly-looped smooth jazz. The post 10+ ways to reduce contact center hold time appeared first on InTheChat.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

One of the most famous lyrics in classic rock is from The Who’s 1971 classic, Won’t Get Fooled Again. Whether or not “Meet the new boss same as the old boss” is a reference to political unrest of that generation, the message is clear: The more it changes, the more it’s the same thing. Credited to 19th century French Author, Jean-Baptiste Alphonse Karr, the proverb holds true more than 150 years later; turbulent changes do not affect reality on a deeper level other than to

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Amazing Business Radio: Ryan Minton

ShepHyken

Thanks for Coming in Today. Taking Care of Employees So They Can Take Care of Customers. Shep Hyken interviews Ryan Minton. They discuss his new book, “ Thanks for Coming in Today ,” the hospitality industry, employee and customer appreciation, and the concept of aggressive hospitality. In Shep’s Opening Monologue… He discusses current trends in the digital customer service world.

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The 2023 Verint Experience Index: Retail

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

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Computer Vision: The pathway to a personalized CRM experience

TechSee

Samantha is preparing for a party she’s hosting this weekend. She’d like to purchase a standalone freezer so she can cook in advance. Between carpool, the dry cleaners’ closing time, and the dog’s appointment at the vet, there is simply no time to hit the stores, or browse through a myriad of online options. Samantha takes 30 seconds to snap a photo of her available space and uploads it to the snap-to-purchase app.

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More Trending

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7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s Day (and Beyond)

Contact Center Pipeline

Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s a nice gesture. But don’t think your work is done… far from it. Loving your employees is an all-year-long endeavor and it involves a lot more than saying, “Thanks” or “I […].

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IT Manager Career Path: The A-Z of Being on This Career Track

Nextiva

Are you thinking about becoming an IT Manager? Great news! The demand to be on the IT Manager career path is continuously growing by up to 15% every year. Stepping into the technology industry gives you job security and the opportunity to work on innovative projects that are ever changing. However, the IT Manager career […]. The post IT Manager Career Path: The A-Z of Being on This Career Track appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Bl

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Concentrix Wins Technoviti

Concentrix

Banking Frontiers Awards Concentrix for Technology Innovations Mumbai, India – Concentrix shined once again as one of the key innovation leaders in BFSI sector by bagging two Technoviti awards for our Trade Finance and Supply Chain Finance products, TradeFree™ and Factorin™. The organizers of these awards, Banking Frontiers, have been facilitating the spread of excellence in.

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17 Surprising Stats About Call Centers

Fonolo

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-power

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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The Edge That Will Help Sales Leaders Get Ahead

Integrity Solutions

The best sales leaders know that sales coaching is an investment of time that ultimately creates time on the back end. Firms that coach their salespeople effectively rack up 9% higher sales than the rest. What’s more, the ones that are ineffective at coaching fall 6% below the average when it comes to achieving sales objectives. That’s a 15% gap. And it’s a huge issue for many businesses today.

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Best Australia Virtual Number Providers in 2019

Avoxi

Types of Virtual Phone Numbers in Australia There are three types of virtual numbers in Australia covered in this article: 1.1800 Numbers (International Toll Free) Also known as free call numbers No geographical limitations These numbers allow your customer to call your business for free Toll free numbers help to give your business a more… The post Best Australia Virtual Number Providers in 2019 appeared first on AVOXI.

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The 90-Day Plan You Can Implement Today to Boost CSAT Scores

SharpenCX

There’s no fail-proof template for customer satisfaction. Creating happy customers comes with tons of careful intention, a thoughtful strategy, and consistent actions from you and your team of agents. A copy-and-paste button to transfer one positive service experience to the. Read More. The post The 90-Day Plan You Can Implement Today to Boost CSAT Scores appeared first on Sharpen Contact Center Software.

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New and Improved! GetFeedback Survey Templates

GetFeedback

New Pre-Built Survey Templates by GetFeedback. We’re excited to release our new and improved in-app survey templates. Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. They say that motor oil is lifeblood for a car. It travels through all parts of your engine, keeping each component greased so it can function properly.

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The Open CCaaS Advantage Report

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.

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10 Steps to Reduce Call Center Attrition

NICE inContact

Keeping good employees is a priority in every industry. But in call centers, it can be significantly more challenging. QATC estimates that the turnover rate in the call center industry ranges between 30-45%. If you’re a veteran of the industry, you already know this because hiring and retaining good agents is something successful contact centers constantly focus on.

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New and Improved! GetFeedback Survey Templates

GetFeedback

GetFeedback provides pre-built survey templates for every stage of the customer journey so you can successfully create surveys with ease.

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3 Ways Customer Service Roles Can Evolve in the Post-Automation World

DigitalGenius Blog

We’re living in a moment of expectation and promise, but also of deep anxiety, for what AI, automation and robotics will bring to our lives and to society as a whole. Questions on fundamental changes in the quality of, and access to, work are both challenging and commonplace, and have been acutely manifested in western politics. Disruption, hand-ringing and displacement are inevitable, pitting the interests of society and businesses into conflict.

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Why You Need to Analyze Survey Comments

Toister Performance Solutions

I'm putting the finishing touches on the second edition of my book, Getting Service Right. The book was originally called Service Failure, and I've now updated both the title and some of the research. The cover is one of the most important sales tools for a book, so I worked with Anne Likes Red to come up with a few designs. I then launched a survey to ask readers for their feedback on three cover options.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Agent Empowerment: Putting Firstline Employees First in the Contact Center

Noble Systems

One of the most famous lyrics in classic rock is from The Who’s 1971 classic, Won’t Get Fooled Again. Whether or not “Meet the new boss same as the old boss” is a reference to political unrest of that generation, the message is clear: The more it changes, the more it’s the same thing. Credited to 19th century French Author, Jean-Baptiste Alphonse Karr, the proverb holds true more than 150 years later; turbulent changes do not affect reality on a deeper level other than to

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Voiance: Texas DIR-Contracted Interpretation and Translation Solutions

Voiance

Government agencies in Texas understand the need for language interpretation and document translation as part of their day-to-day operations. After all, they serve and communicate with all Texans, including those who aren't able to read English or speak it fluently.

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It’s a Digital-First World—See Which Brands Delivered in Q4

ForeSee

Leaders Netflix and PayPal hold strong in Q4—Walmart and others make gains Today’s customers are going “digital first”—but what do they expect from their experiences in retail, banking, media, and.

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How to Set up a Service Level Agreement (SLA) for Your Contact Center

Injixo

Does your contact center have a robust Service Level Agreement? If not, here is your chance to introduce one. Service Level Agreements are a tried and tested tool to improve alignment, productivity and service quality in contact centers. In this blogpost you’ll learn how to set up a solid Service Level Agreement (SLA) that your contact center will truly benefit from.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Peak Shopping Season Is Over - What Did We Learn?

DigitalGenius Blog

When High Street Retailers gingerly published revenue figures earlier this year, there were familiar cries despairing the death of the High Street, smug Ecommerce techies grinning “I told you so” while high-fiving in-between rounds of table tennis, and whoever coined the term “Brick & Murder” could be found somewhere nodding in approval. However, despite the less than stellar commercial results, is this really the end of the in-store experience?

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An Executive’s Introduction to Conversational AI

Interactions

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry. However, its important to understand what a true conversational AI solution is, and who the key stakeholders are in it’s implementation.

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Customer Effort 2.0 – The next evolution of effort reduction

Tethr

Several years ago, back when I was running the Customer Experience Practice at CEB (now Gartner), we set up a fascinating research partnership with a little-known AI venture out of Austin called Tethr. The idea was to take many of the concepts we had discovered over the course of the research that went into our book, The Effortless Experience , and to see if we could teach the concepts to a machine, effectively scaling effort-based listening for companies.

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Speak Up and Share: Every Voice Matters

Alorica

Six-foot-tall Pency Smith says she can sometimes seem intimidating, especially when she’s thinking. Armed with a master’s degree in philosophy, this Director of Client Solutions uses deep analysis to uncover the root causes of an issue and to help guide her to a solution. Pency started out as an agent and has since held positions in quality, training and operations management.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Episode 36 – Building the Right CX Team

Kristina Evey

Shownotes… The majority of your Customer Experience works falls on the shoulders of the people you put in charge of … Read More Episode 36 – Building the Right CX Team. The post Episode 36 – Building the Right CX Team appeared first on Kristina Evey.

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Changing Conversations In the Chat Window and Chat Team

RapportBoost

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order. No matter the query, live chat agents must make good interactions great, and unhappy customer inquiries even better.

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Mooring Customers

Chip Bell

Boating is a lot of fun, especially on a large lake with lots of great sights to see and places to go. I live on the shores of beautiful Lake Oconee. One of my favorite evening activities is piloting my pontoon boat to one of three nice restaurants on the water. The return trip on a moonlit night is awesome. Our favorite restaurant is Gaby’s by the Lake at the nearby Ritz-Carlton.

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