Tue.Jun 22, 2021

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3 Tips to Boost Call Center Agent Engagement

Fonolo

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

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Amazing Business Radio: Paula Courtney

ShepHyken

Investing in the Customer Experience. Looking at Business through the Eyes of the Customer . Shep Hyken interviews Paula Courtney, President of the Verde Group. They discuss how businesses should invest in delivering a WOW customer experience. Top Takeaways: Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.

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Trending Sources

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Always Active, Mary Susan Costa Assembles Our On-demand Workforce

Working Solutions

When Mary Susan Costa joined Working Solutions as a contractor in 2003, she was one of only two people in human resources. “I was brought in to provide overflow relief to Kristin Skiko (vice president of Talent Management) in adding agents,” Mary Susan said. When Mary Susan became a full-fledged employee in 2006, the company’s name […].

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Partner Spotlight: Call Design

Aspect

Our Partner Spotlight Series identifies our best and brightest channel partners around the globe. Our partners deploy Aspect’s deep and broad solutions portfolio for both premise and cloud. This series highlights how strong partnerships impact agent and customer experiences. . This month our spotlight is on Call Design NA , a powerhouse in optimizing resources in the contact center since 1999. .

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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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5 Ways to Boost Your Customer Support Efficiency

Advantage Communications

Business growth and customer service go hand in hand. After all, the success of your business relies heavily on the satisfaction, loyalty and advocacy of your customers. Happy clients won’t just spend more with your business, they’ll refer you to their friends and colleagues.

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5 Reasons Not To Ignore the Rants of Your Call Center Agents

Uniphore

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you.

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Understanding your customer effort score (and how to improve it!)

Tethr

We talk a lot about the customer effort score (CES). Between our work in customer experience, the research that went into The Effortless Experience , and our own effort measurement score, the subject comes up, well, kind of a lot. But if you’re new to the conversation about low-effort experiences, you may be wondering… What is a customer effort score?

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Voiptime Cloud achieved recognition from SoftwareSuggest for the fastest implementation of software in 2021

Voiptime

Once again Voiptime Cloud achieved recognition from SoftwareSuggest. This is the fourth award in a row and we’re looking for more.

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4 Steps to Build a Call Center Training Program that Works

SharpenCX

Designing an effective training program in a call center is no easy task. Sure, your onboarding may be sufficient for new hires. But as those new hires become seasoned employees, their initial training fades, and you need to supplement it with new knowledge. Why? Well-trained call center agents are essential to your customer loyalty. When PwC surveyed 15,000 consumers, they found that 1 in 3 customers leave a brand they love after just one bad experience.

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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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Our 1st Classic Transportation Video Has Arrived

VirtualPBX

This week we want to thank our customer, 1st Classic Transportation, for participating in our new case study video that shows how successful the company has been in using its phone system to power through the economic slowdown caused by COVID-19. We had previously written about 1st Classic Transportation in our case study about their business relationship with us.

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Announcing $120 Million Series D Funding — We’re Ready for Takeoff!

aircall

At Aircall, we didn’t expect to grow as quickly and as robustly as we did. It has been a very humbling experience. As many disruptors may know, we experienced setbacks and tough moments, but we always had this powerful drive to help millions of professionals create better communication between each other and their customers. With that in mind, I am thrilled to announce our $120 million Series D funding round.

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7 statistics that illustrate the importance of a good call routing strategy

NICE inContact

Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic.

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What is employee engagement?

delighted

Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute. In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. And there’s a good reason for that. What is employee engagement? Engagement is an attitude that employees form about their organization and their work.

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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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Securing Microsoft Azure Natively

ConvergeOne

Since its launch in 2010, Microsoft Azure has gained popularity and trust with customers on a global scale. Azure is a public cloud offering that provides solutions for Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS). However, as with any cloud provider, there are concerns around security and breach issues (i.e., how safe is my data?

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What is an API? How Can APIs Enhance Customer Service in the Contact Center?

LiveVox

As customers, we take for granted that technology works when we want it to. When we order food on Grubhub, a delivery driver soon appears with the order. When there’s heavy traffic, we trust our GPS apps to find an alternate route. All of this happens instantaneously, but it wouldn’t be possible without the technological […]. The post What is an API?

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Transforming Customer Service in a Student’s World – a Q&A with Dawson College

Comm100

The world of higher education is a unique and challenging space. Competition is incredibly tough, and it shows no sign of getting any easier. The majority (86%) of higher education leaders expect competition to intensify. Institutions across the world are battling to grab even the slightest bit of attention from an already bombarded student demographic to convince them to choose their school.

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Returning to In-Person Customer Success Meetings? 5 CSM Keys to Remember

ClientSuccess

The last fifteen months have been a whirlwind of Zoom backgrounds, instant messages, and lengthy email chains with customers. Although most SaaS companies are still operating remotely, the signs are pointing to a return to offices. While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings.

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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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Why do customer health scores set up by CSMs most often fail?

CustomerSuccessBox

An account health score is a value that indicates the long-term prospect for a customer. A SaaS customer goes through onboarding, retention, and upsell.At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. Data Driven Way. Account Health is the data driven way of measuring who’s getting value and who’s not, who you need to pay attention to, who might be at the risk o

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Call Experts Earns Diamond Plus Award for Outstanding Customer Support

Call Experts

For the 12th year, the contact center earns this prestigious award of excellence based on outstanding customer support. Charleston, SC – Call Experts has been honored with the exclusive ATSI 2021 Award of Excellence for the 12th year. This award is presented annually by the Association of TeleServices International (ATSI), the contact center services trade association across North America and the UK.

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Merchants continues to lead the way on impact sourcing

Merchants

During the first quarter of 2021, Merchants created almost 1000 new jobs through its digital recruitment platform, MyCalling. The post Merchants continues to lead the way on impact sourcing appeared first on Business Process Outsourcing Services | Merchants CX SA.

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Understanding the Statute of Limitations

TCN

The statute of limitations is not something that collectors can overlook, and it’s not always. The post Understanding the Statute of Limitations appeared first on TCN.

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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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How to Boost Business Growth with Customer Support

Helpware

Customer support does more than solve client issues— it can be a strong business driver and revenue generation vector.

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Future of Work Session Tomorrow - Post-Pandemic Workplace

Jon Arnold

Busy tying up loose ends for TMC’s Future of Work event, starting tomorrow - Wednesday - at 9am ET, running through Friday. I’m conference Chair, but due to travel restrictions, I can’t travel from Canada to be there. Colleague Phil Edholm will be running the sessions in the room, so we’re in good hands there. However, I’ll be moderating two virtual sessions, with the first one running at 9am tomorrow.

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How To Scale Up Your Business By Improving Customer Experience CX?

NobelBiz

In 2020, there has been significant development in digital changes. Businesses have to rapidly implement remote work and improve digital platform use. In fact, the use of digital solutions may have been accelerated by 5 years. What technologies and mindsets should contact centers adopt today to prepare for the future? The post How To Scale Up Your Business By Improving Customer Experience CX?

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Future of Work Session Tomorrow - Hybrid Work - It's Complicated!

Jon Arnold

Busy tying up loose ends for TMC’s Future of Work event, starting tomorrow - Wednesday - at 9am ET, running through Friday. I’m conference Chair, but due to travel restrictions, I can’t travel from Canada to be there. Colleague Phil Edholm will be running the sessions in the room, so we’re in good hands there. However, I’ll be moderating two virtual sessions, with the first one running at 9am tomorrow , and the one below at 11am.

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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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Competitive Advantage with a New Perspective: How Does it Lead to Continued Customer Growth? In an Interview with Zsuzsanna Ferenczi, Co-Founder at Bunes & Ferenczi (Part 2)

Strikedeck

Zsuzsanna Ferenczi, in the second part of an interview with Vincent Manlapaz, discusses how a business can take customer success to the next level. The post Competitive Advantage with a New Perspective: How Does it Lead to Continued Customer Growth? In an Interview with Zsuzsanna Ferenczi, Co-Founder at Bunes & Ferenczi (Part 2) first appeared on Strikedeck | Customer Success Platform.

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Zappix Launches Three New Retail and eCommerce Visual IVR Customers

Zappix

Zappix, the leading Visual IVR and Digital Self-Service vendor, has launched its Visual IVR solution for three more customers in the retail and eCommerce industry. Zappix has seen increased demand for its On-Demand Customer Service solutions in recent months.

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Virtual Assistant vs. Answering Service: Which Is Right for You?

A Better Answer

So you’ve finally decided to upgrade your customer service? Good choice, and congratulations!