Tue.Jul 14, 2020

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Why Your Call Center Needs Speech Analytics

3CLogic

Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. That’s because an analysis of every single call by hand – a process that can take up to a half hour per call – would be a waste of time and resources. But there is value in this “dark data”. As a result, 66% of businesses are looking to invest in advanced analytics, such as Voice AI, to tap into the hidden insights of their call data and leverage tools

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Hello to “Hands-Off”: Visual Strategies for Contactless Service

TechSee

Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down. A tier one agent gathers the requisite information: model number and nature of the problem. Basic troubleshooting scripts are followed: power off, reboot, check error messages.

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Trending Sources

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Why the Call Center Was Already Collapsing—Even Before COVID-19

Contact Center Pipeline

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold for hours, and the very premise of crowded call centers has come to seem hopelessly outdated given the need for social distancing. In reality, the collapse of phone-based support is neither […].

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Amazing Business Radio: Ramon Ray

ShepHyken

Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. Top Takeaways: Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly.

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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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Transitioning Back to the Contact Centre

Call Design

With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day. There need to be strict safety guidelines in place for businesses that are bringing their workforce back into the office.

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The CX Reframe: Three predictions for CX after COVID

Talkdesk

Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan. In our first three pieces, we discussed the massive quantum shift brought on by the COVID-19 pandemic, and how CX leaders can adapt their contact center strategies to continue delivering excellent experiences while weathering the pandemic. In this piece we’ll discuss how CX leaders can Reform these strategies, and modify them to address a post-pandemic world.

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How to Connect Dialogflow With Facebook Messenger

kommunicate

Chatbots are very important in the field of Customer Support, Online Marketing, and eCommerce, etc. Implementing the chatbot technology at the early stage will give you a significant benefit over other competitors. The purpose of chatbots is to support and scale business along with maintaining good customer relationships. And nowadays, given the penetration of social [.].

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Customer Feedback Can Be Dangerous – Here Are Two Examples

Satrix Solutions

“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”. This statement is widely accepted nowadays. There are any number of research firms, professional associations, software companies, and investors advising company executives to keep their finger on the pulse of customer sentiment. Without line of sight into the evolving needs of your customers, it’s impossible to maintain a competitive edge.

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The importance of social listening on review sites

Customercount

Social listening including review sites keeps every part of the marketing machine on the right path and there are some great tools to automate the process. The post The importance of social listening on review sites appeared first on CustomerCount.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Transitioning Toward Bite-Sized Knowledge Sharing and Product Adoption

Guru

Yoni is a marketing manager at Cincopa and a guest blogger for Guru. It might be ironic, but the race towards cutting-edge, forward-thinking learning methods seems to be spearheaded by those far-removed from traditional classrooms and lecture halls. Modern companies, specifically those that are tech-oriented, have issued-in the era of bite-sized learning.

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3 of the biggest contact center challenges, and how voice authentication solves them

NICE inContact

AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time. Voice authentication automatically verifies customers and fraud is reduced in a more streamlined and reliable way, eliminating typical time-consuming KBA interrogation for faster service and a better experience.

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Colleen Beers of Alorica: How To Identify And Retain Fantastic Talent

Alorica

As a part of my HR Strategy Series, I’m talking to top experts in the field to teach prospects what hiring managers are actually looking for, while also supporting business leaders in their hiring and retention strategies. Today I had the pleasure of talking with Colleen Beers. With nearly 30 years of experience in strategic direction and operational processes, Colleen is President of North.

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Private Social Messaging Accelerates Customer Experience (CX) Transformation

NICE inContact

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger. This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark.

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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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My Latest White Paper - RingCentral Video and Fixing the Meetings Milieu

Jon Arnold

This one has been a long time coming, but it’s finally public. As part of RingCentral’s recent launch of RingCentral Video, I was commissioned to produce white paper, mainly to explain the problem set around meetings, and the various ways video brings value to make them more effective. My white paper was written earlier this year, and was finalized in late March, just around the official launch of RingCentral Video.

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Part 3: Ouch! Solve the pain caused by your current B2B customer support system.

TeamSupport

Break down silos and build up communication among teams. In today’s hyperconnected world of business, it’s hard to believe that silos still exist between departments. Sadly, they do. But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship.

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How to launch a successful customer advocacy program

Influitive

Customer advocacy has come a long way since its inception. Today, the most fervent supporters of customer advocacy report an uptick in both customer loyalty and customer engagement, and a stronger sense of community among their customers. But creating and launching a strong advocacy program can’t be done overnight. A successful program requires a dedicated […].

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The CISO's Perspective: Eight Lessons Learned From COVID-19

ConvergeOne

Given the already-expanded attack surface, in my estimation it is never too early to look at lessons learned from the pandemic—and there certainly isn’t a shortage of teachable moments, right from the top down. Here are eight lessons for Directors of Security and CISOs whose organizations and livelihoods have been imperiled by the pandemic.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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The Supreme Court Just Weighed in on the Constitutionality of the TCPA

LiveVox

The Supreme Court Just Weighed in on the TCPA The Case In Barr v. American Association of Political Consultants, a group of political organizations and polling institutions challenged the constitutionality of a 2015 amendment to the TCPA. The 2015 amendment allowed the use of an auto-dialer to collect on government-backed debt. So, you’re probably wondering.

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6 Difficulties Companies Face when Transitioning from Brick and Mortar to Virtual

NobelBiz

Business continuity strategies during COVID 19 take into account how rapidly industries are changing in terms of IT and WFH solutions. More expert insights and frank talk based on actual customer experiences from international agencies inside! The post 6 Difficulties Companies Face when Transitioning from Brick and Mortar to Virtual appeared first on NobelBiz®.

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The Supreme Court Just Weighed in on the TCPA

LiveVox

The Case In Barr v. American Association of Political Consultants, a group of political organizations and polling institutions challenged the constitutionality of a 2015 amendment to the TCPA. The 2015 amendment allowed the use of an auto-dialer to collect on government-backed debt. So, you’re probably wondering where the First Amendment comes in. In a nutshell, […].

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Pandemic Compounds 2020 Hurricane Season

Working Solutions

April Wiita poses a probing point in a new Contact Center World piece: As the Pandemic Continues: Is Your Customer Service Ready for Hurricane Season? Wiita has a grounded perspective to answer it. As vice president of Customer Success at Working Solutions, she is leading clients’ on-demand contact center workforces through the pandemic—just as she’s […].

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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How business processes benefit from SMS communication

Spearline

SMS for business. SMS (Short message service) uses standardized communication protocols to enable devices to exchange short text messages between one another. Initially, SMS was exclusively sent and received by cellphones; however, businesses can now use desktop applications or even automated software to send and receive messages between their organization and customers or even prospects.

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How To Build a Strong Sales Pipeline

kommunicate

“Always focus on the closing”, a piece of advice every salesperson has received, whether she/he has worked for a day or for a decade in the domain. But this advice often fails to explain the funnel’s meaning and its journey. We just can’t always focus on the outcome, the approach also plays a great role [.]. The post How To Build a Strong Sales Pipeline appeared first on Kommunicate Blog.

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PCI DSS: The Forgotten Superhero

CSM Magazine

As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments. According to UK Finance, card payments accounted for half (51%) of all payments in the UK in 2019 while consumer use of credit cards rose by 7% to 3.3 billion payments over the same period.

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COVID & CSAT: Keeping customers happy during the pandemic

Nicereply

It’s hard to be human right now. There are many scary and confusing things happening in the world that make it easy to be cranky. Wouldn’t it be nice if your support team could be a bright spot in your customers’ day instead of just making things challenging? Now is the time to hone your customer focus and work to delight the people that come in contact with you.

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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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Developing and Creating a Positive and Appropriate Experience

Strikedeck

Vincent Manlapaz, in an interview with Alicja Heyduk talks about the most important steps in mapping and designing a customer success journey.

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5 Communication Tips for Property Managers to Improve the Tenant Experience

Table

Seamless communication proves its value again and again with property managers and tenants. Here are 5 key points across the tenant journey where better communication can help you get and keep great tenants. The post 5 Communication Tips for Property Managers to Improve the Tenant Experience appeared first on TABLE CX - Amazing Customer Experience Software.

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Onboarding best practices: Delivering great agent experience

Knowmax

Onboarding best practices: Delivering great agent experience.