Tue.Jul 28, 2020

Important Trends in Workforce Management Technology

Contact Center Pipeline

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition, market shares, trends, drivers and obstacles. The reports are quantitative and qualitative.

31 Empathy Statements to Improve Your Customer Service Today


Words are important. Keywords and phrases are how we show that we are listening and that we want to help, especially those rooted in empathy

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Do Your Call Center Agents Need Sensitivity Training?


The most important skills a call center agent should have are soft skills. For both an inbound and outbound agent, knowing how to communicate with the customer is crucial and trumps even an innate ability to sell. The post Do Your Call Center Agents Need Sensitivity Training?

Amazing Business Radio: Chuck Surack


The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

COVID Has Already Changed Customer Perceptions


A recent Brand Sentiment Report from Vesta has investigated customer perceptions during COVID with some interesting findings. More than half of the 6,000 people surveyed said that their perceptions of brands has changed since the COVID crisis began.

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10 Tips to Improve Your Feature Request Responses


Feature requests don’t need to be a sore spot for your customers or your CSAT—you just need to help everyone feel heard. Imagine this scene: a customer reaches out with a feature request.

Registration Is Open for Xchange 2020: 3 Reason's to Attend This Virtual Event!


You guys! Registration is open for Xchange 2020 Virtual Summit – our two-day, interactive event packed with experts who will be sharing relevant, real, and valuable insight on CX best practices, use cases, industry knowledge, challenges, and success stories.

The Best of the Best: Calabrio Customers Are Finalists for SWPP WFM Pro of the Year (We Have a Winner!)


Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders.

Business App Integrations Extend Phone System Functionality


One of the most important aspects of the VirtualPBX Phone System is its extensibility through business apps – what we refer to as integrations in our website. Business integrations are ways our Phone Plans interact with other enterprise applications you may be familiar with.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Meet Guru’s Search Team


We’re always working to enhance and improve our users’ experiences with Guru, from the way knowledge is created in our editor to how it’s shared through Slack , Teams , and beyond.

7 Ways to Easily Boost Customer Service Empathy


It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must. Customer Experience CS Management CS Trends CS Tips

How Best Egg’s Move to a Single Platform Helped Unify the Customer Experience


Overview Best Egg is the consumer-lending platform developed and operated by Marlette Funding, LLC, a financial technology provider.

Q&A: Building a Forever Transaction with Every Customer


With the explosion of subscription-based businesses, customers and consumers alike are becoming increasingly sophisticated buyers. Expectations are high, and competition is fierce to win their engagement and loyalty.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Wowdesk – A Robust Case Management Software

Wowdesk Blog

Every business wants to expand and win more clients. . For the success of a company, not only new customers but the existing ones are also great assets.

4 Ways to Elevate Support for Internet of Things Users


The Internet of Things (IoT) harnesses the power of connectivity through the devices we use every day. Products range from smart speakers to smart thermostats, lightbulbs and refrigerators.

BNY Mellon discusses multi-channel fraud detection and layering authentication in the evolving world of COVID-19


The challenges of fighting fraud across multiple channels I started by asking Chuck about the overlap between the challenges he faces and those of companies like Fidelity and Prudential.

How to Implement Successful Omnichannel Customer Service: Use These Three Omnichannel Best Practice Tips to Avoid Accidentally Delivering a Messy Multichannel Customer Experience


For the past few months, I’ve been using a service called Instacart to order all my groceries. The fewer people in stores, the better, right?). It’s a safe option for getting the necessities. And, it’s terribly convenient. Every week when I place my order, the service I get continues to impress me.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Why Fax Numbers still matter


To many of us, the fax machine might be viewed as an ancient and obsolete piece of machinery with no role in the modern workplace. So, it may surprise you to hear that there are approximately 46 million fax machines in use around the world, supporting critical business processes.

Concentrix XP: Bring Extraordinary Experiences to Life


Concentrix Experience Platform (XP) digital self-service and cloud solutions make everyday interactions fast, easy, and convenient. The post Concentrix XP: Bring Extraordinary Experiences to Life appeared first on Concentrix. Videos Resources Video

Developing and Creating a Positive and Appropriate Experience


Vincent Manlapaz, in an interview with Nuno Paiva das Neves talks about the importance of integrating customer feedback into developing a coherent and cohesive customer journey. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Brand Move Roundup – July 28, 2020

C Space

The Brand Move Roundup – July 28, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.