Fonolo
MARCH 16, 2021
Still getting to grips with call center metrics and which ones are the most important? This blog will teach you what FCR is, the difference between First Call Resolution and First Contact Resolution, and everything about FCR that you need to know to succeed in a contact center. Contact Center Trends 2021. What is First Call Resolution (FCR) in Call Center Metrics?
ShepHyken
MARCH 16, 2021
A Prescription for Excellent CX. Customer Service Lessons From the Disney of Healthcare. Shep Hyken interviews Neil H. Baum, MD , Professor of Clinical Urology at Tulane Medical School in New Orleans, Louisiana. They discuss some of the foundational concepts in creating an exceptional customer experience. Top Takeaways: Some businesses such as a healthcare practice or provider, do not have a product that the customer touches.
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Contact Center Pipeline
MARCH 16, 2021
For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions, to gathering small teams in collab office spaces for networking and brainstorming sessions. The recent global pandemic raised the prominence of “collaboration” to buzzword status.
Aspect
MARCH 16, 2021
Nossa Série de Parceiros em Destaque entrevista os principais parceiros da Aspect em todo mundo e destaca o impacto nas experiências de agentes e clientes. O programa de parceiros de canais da Aspect é projetado para proporcionar maior engajamento do cliente, através da identificação dos melhores e mais brilhantes parceiros de canais para implantar o portfólio de soluções profundas e amplas da Aspect tanto locais (on-premise), quanto na nuvem.
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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.
Talkdesk
MARCH 16, 2021
Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. The Paycheck Protection Program (PPP)—a business loan program established by the U.S.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Unymira
MARCH 16, 2021
SAP’s licensing revenue has changed. It is increasingly difficult for them to track and to charge for Indirect Access, in which you pay a Named User license for accessing SAP data via third-party.
Nicereply
MARCH 16, 2021
When you have the right customer experience tools the accountability is clear, for example with a vendor contract or an internal ops team, which reduces your effort and alleviates these risks. We all use tools every day. From simple tools that help us eat or groom to complex tools that run entire businesses or infrastructures. Some tools are so common that they appear invisible to us; gadgets like can openers or keyboards that we may not even truly think about and seemingly simply ‘exist&#
SharpenCX
MARCH 16, 2021
My first time at Disney World, we arrived at Cinderella’s Castle at dusk, when the sky was cotton candy pink and the air breathed a perfect warmth. The castle almost looked fake because it was so spectacular. In that moment, I couldn’t imagine a more beautiful place. The excitement was almost too much to handle. I couldn’t have dreamed up a more magical experience.
Strikedeck
MARCH 16, 2021
Vincent Manlapaz, in an interview with Ronni Gaun talks about the lessons she learned during this time and what she thinks helps serve customers effectively. The post Making an Impact During These Unprecedented Times: Ronni Gaun, Top 100 CS Strategist in 2020 first appeared on Strikedeck | Customer Success Platform.
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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
NobelBiz
MARCH 16, 2021
How to maintain a healthy company culture after a period of downsizing? Gary is sharing with us some ways of boosting morale after layoffs and tips for managing these actions on both sides, with a minimum of side effects. The post VIDEO & ARTICLE: How to Boost Morale after Layoffs appeared first on NobelBiz®.
Edify
MARCH 16, 2021
Do your contact center agents currently utilize their mobile phones for work? My guess is no. But what if using their phones could help them do their jobs better? What if having agents use their mobile phones could help solve the struggles that many contact centers are facing since having to move to a remote working environment?
SharpenCX
MARCH 16, 2021
About two-thirds of contact center leaders struggle to realize ROI from their customer service organization because they can’t integrate their systems and channels. When your call center interaction data lives siloed off from your customer history, it’s harder for your agents to help your customers. Your teams get stuck bouncing between screens while trying to gather customer info, so they can offer the best solutions.
ConvergeOne
MARCH 16, 2021
This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. Anxiety surrounding identity theft is high, and justifiably so. 83% of Americans are concerned about their identity being stolen, as 9 million Americans had theirs compromised last year. The pandemic has only exacerbated the situation, causing a 10%+ rise in identity theft.
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.
ChurnZero
MARCH 16, 2021
Last week SaaStr hosted their SaaStr Build event where they had 20,000+ virtual attendees and 20+ top VCs come together for two days to teach you everything you need to know to grow your revenue, scale up your team and close deals faster. . The two-days were complete with hands on, tactical, virtual sessions for founders and practitioners who aren’t afraid to get their hands dirty to do the heavy lifting and get to $100M ARR.
JustCall
MARCH 16, 2021
Yet again, we are super proud to announce that JustCall ranked Number 8 on the Deloitte Technology Fast 50 India, 2020 ! Besides, we not only made it to the top 50 but also secured a position in the Top 10 fastest-growing tech businesses in India! About Deloitte Deloitte Tech Fast 50 India Awards, 2020. The Deloitte Technology Fast 50, India is a ranking of the 50 fastest growing technology companies in India.
NICE inContact
MARCH 16, 2021
Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results.
Guru
MARCH 16, 2021
There are two versions of every tech stack: the long list of tools and platforms you have, and the short list of the ones you actually use. As tech stacks expand and workforces change, the number of moribund apps in a company’s ecosystem (those with low adoption or without clear owners) may start to go unnoticed, becoming budget drains and security risks.
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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.
NobelBiz
MARCH 16, 2021
Gary Pudles is considered a ‘serial entrepreneur’ in the vast business world. Find out more about his life journey in this remarkable discussion about acquisition, downturn, morale and much more! The post The Unexpected Journey of a Serial Entrepreneur, with Gary Pudles appeared first on NobelBiz®.
LiveVox
MARCH 16, 2021
Customer and agent experiences are two points on the continuum of customer service. If you want to improve that service, you need insight into both areas. The ability to qualify and quantify sentiment embedded in conversation is a growing field of interest across industries. When you can gauge the feelings your customers and agents have […]. The post What is Sentiment Analysis and How Do You Do It?
Maru Group
MARCH 16, 2021
By Audra Priluck, Vice President, Media & Entertainment | March 16, 2021. Super Bowl LV had the lowest TV rating of any Super Bowl in over 50 years , and it was cause for much hand-wringing. But a focus on television broadcasting obscures the fact that the way people interact with sports is changing, with people embracing video highlights and moving away from watching entire games.
NobelBiz
MARCH 16, 2021
In his work with Connect Direct, Gary has helped bring customer service solutions and jobs to the deaf community. Find out what services are they offering and what is the goal behind this amazing partnership. The post VIDEO: Gary Pudles’ Work for the Deaf Community appeared first on NobelBiz®.
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!
bold360 Blog
MARCH 16, 2021
The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . To understand the scope of these dramatic shifts and what Bold360 customers are planning to do next, Customer Relationship Manager Jeff Shane weighs in from the frontlines of a changing CX landscape. .
NobelBiz
MARCH 16, 2021
Gary Pudles is considered a ‘serial entrepreneur’ in the vast business world. Find out more about his life journey in this remarkable discussion about acquisition, downturn, morale and much more! The post VIDEO: The Unexpected Way Gary Pudles Got Into the Call Center Business appeared first on NobelBiz®.
CSM Magazine
MARCH 16, 2021
Businesses right now are becoming more strict about how employees are spending their working hours. In this article, you’ll get to know how you can track your employees’ hours and understand how they spend their time. You’ll also learn more more about an awesome tool “Sharepoint time tracking”. There was a time when businesses would be able to trust employees that they are spending their hours doing work.
NobelBiz
MARCH 16, 2021
To ensure business continuity, sometimes you have to compromise and make the toughest decisions. When facing a period of business downturn, it's important to follow these steps for a successful management. The post VIDEO: Managing Through a Downturn appeared first on NobelBiz®.
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
3CLogic
MARCH 16, 2021
In this 3CLogic Fireside Chat video ServiceNow's Head of Product Strategy for Customer Service Management, Nitin Badjatia , shares his views on the role of AI for customer service and how it will help solve the productivity downfalls of mundane tasks while improving agent performance. What is Artificial Intelligence (AI)? At its core, artificial intelligence (AI) refers to the machine learning of technology.
NobelBiz
MARCH 16, 2021
Gary has a straightforward explanation on how important it is to have an aligned goal when aquiring a new company. In his opinion, business acquisition is much more than a financial decision and a desire for company growth. The post VIDEO & ARTICLE: What to Look for When Acquiring a Company appeared first on NobelBiz®.
CSM Magazine
MARCH 16, 2021
eDesk steps up expertise to meet ever-evolving needs of increasingly busy online sellers including Sennheiser, Superdry and CarParts.com. Global online sales grew 27.6% in 2020 to reach $4.28tn and the number of transactions needing customer support increased from one-in-eight to one-in-six. In response, eCommerce customer service specialist eDesk is supercharging support for its 23,000 agents with AI advancements, expediting the company product roadmap.
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