Tue.Jul 12, 2022

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When Is It Time for a New Call Center Vendor? Where To Look and How to Vet the Right Partner

CustomerServ

The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer experience and sustained growth for both parties. Partner with the wrong vendors, however, and the experience could be quite different. That begs the question: When is the right time to look for call center and BPO vendors?

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Amazing Business Radio: Julius Robinson

ShepHyken

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.

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The Beginner’s Guide to Voice Quality Testing

Spearline

An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. ‘Sorry, what was that?’, ‘Can you repeat that?’… Poor voice quality can lead to misunderstandings, stress and, sometimes, calls being abandoned completely. Poor voice quality affecting your personal calls is frustrating.

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How To Reduce After Call Work in Your Call Center

LiveVox

Everyone wants to know how to reduce call work in their call or contact center! An agent’s work isn’t complete when the call is over. After-call work is a back-end contact center process that brings the most drastic impact on the customer experience, efficiency level of call centers, and even ROI on CX investments. So, […]. The post How To Reduce After Call Work in Your Call Center appeared first on Livevox.

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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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How BPO Can Transform Your Fintech Business

Helpware

Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies alike feel the pressure associated with hiring tech professionals, which is impacting their bottom line.

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140 Bio for WhatsApp Ideas

JivoChat

Are you without inspiration to write your bio for WhatsApp? WhatsApp bio is a space to present yourself or your brand. You can talk a little bit about yourself or write a phrase that represents you. . For example, you can write a motivational, funny, or creative bio, it depends on the image you wish to transmit. Take a look at the article and select the bio for WhatsApp that suits your purposes the best!

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Web3 and Customer Engagement: How Blockchain Technology is Revolutionizing CX

Concentrix

Learn how Web3 is more than a techy buzzword, and read some practical use cases and guiding info on how to leverage it for better CX and engagement. The post Web3 and Customer Engagement: How Blockchain Technology is Revolutionizing CX appeared first on Concentrix.

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Ongoing Training is Critical in the Contact Center

Real Blue Sky

In our last blog post , we talked about how employee turnover rate can often be 100%+ annually in a contact center. It goes without saying – employee turnover can significantly impact the bottom line of your business. To reduce this turnover rate, you should be laser focused on employee experience. We have talked about tools and onboarding being critical to the employee experience.

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Web3 and Customer Engagement: How Blockchain Technology is Revolutionizing CX

Concentrix

Learn how Web3 is more than a techy buzzword, and read some practical use cases and guiding info on how to leverage it for better CX and engagement. The post Web3 and Customer Engagement: How Blockchain Technology is Revolutionizing CX appeared first on Concentrix.

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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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5 Tips to Improve E-commerce Customer Service

Quiq

What do customers want from your e-commerce business? Did you think of products first? That’s a good guess but think again. Do you buy from Amazon because you’re getting the best products? Probably not. It’s more about how easy it is to find and buy what you want, how quickly you get it, and how easy it is to make returns. More than individual products, they’re selling an experience.

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AR App Development Virtualizes the Sports Experience

Concentrix

Learn how early adoption of virtual technologies like augmented reality (AR) can position you to become a leader in social commerce. The post AR App Development Virtualizes the Sports Experience appeared first on Concentrix.

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KPI Series: How to Measure Manager Productivity

Balto

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. We track just about everything in contact centers including average handle time , first-call resolution, customer satisfaction , ramp time , and dozens of other metrics to make sure we are meeting our customer service objectives.

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Winning with Personalized CX in Digital Commerce

24-7 InTouch

The world of digital commerce has seen unprecedented shifts since the start of the decade, in both customers’ purchasing behavior and their expectations from the brands they purchase from. It’s no surprise that digital commerce growth spiked in 2020, but it doesn’t stop there. Digital commerce is projected to reach nearly 23.6% of total retail sales by 2025.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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All You Have to Know About Cloud Call Center Solution

Voiptime

With the world shifting towards cloud alternatives and many vendors changing gears, it's no secret that lots of companies seek cloud call centers. Unlike on-premise systems, cloud alternatives aren’t only easier to set up but are significantly cheaper to maintain.

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Zappix Signs a New Healthcare Provider for its Digital Patient Engagement Solution

Zappix

The Digital Patient Engagement and Visual Self-Service solutions provider has announced the signing of another healthcare provider to implement and launch its innovative engagement platform. The solution creates.

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Sabio Group Enhances Agent-Wellbeing Offering with Latest Acquisition

CSM Magazine

Sabio Group has enhanced its contact centre agent wellbeing offering following its acquisition of leading workplace mental health platform provider, People Matter. The digital customer experience (CX) transformation specialist announced completion of the acquisition today in a move that enriches its current intellectual property (IP). People Matter specialise in helping organisations measure and improve mental wellbeing in the workplace – recognising warning signs and helping companies address p

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Make Lemonade from Supply Chain Lemons [Part 2]

ConvergeOne

In part one of this blog series , I discussed how supply chain issues have given us the gift of “bonus” time. If you still have budget, but you can't get any hardware to run your typical project cycle, what are you to do? Here are some more efforts that will make a competitive difference to your business both today and for years to come. Public Cloud.

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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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I’m Launching My Trucking Company. What Kind of Insurance Do I Need?

CSM Magazine

An owner-operator or a small firm that provides transportation services is strongly encouraged to get great trucking insurance as an essential coverage option. Your choices for insurance will vary according to the sort of truck that your drivers are operating, the commodities they are transporting, the number of years of experience, and the dangers being taken on.

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7 Professional Development Goals for Call Center Agents

Fonolo

In today’s work climate, it’s becoming increasingly difficult for employers to retain team members. Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving. According to Gallup’s findings, highly engaged employees bring 21% greater profitability ; focusing on employee engagement reduces the risk of churn and improves business results.

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BigChange Lifts the Weight of Job Management for Upholstery2u

CSM Magazine

Gym equipment repair specialist Upholstery2u, is using the latest technology to streamline workflows and boost customer service levels. Supplied by BigChange, the complete job management platform dynamically schedules work for a nationwide team of upholsterers which is shared, via an app, to mobile phones that synchronise in real time with the back-office solution.

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Building a Loyal Network of Happy Shoppers with E-Commerce Customer Service

Ansafone

One aspect that sets e-commerce apart from regular retail is the advantage of 24/7 access. Though in-person stores may close, having the capability to purchase things online at any hour of the day or night comes as a perk for customers who utilize e-commerce businesses. All the while, the ability to reach a national and global market becomes possible.

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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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An “Experience” Renaissance is Underway – Beyond CX Lies the Business of Experience

Anexa BPO

In 2022, companies are being galvanized to expand their CX philosophy and reimagine their business as a whole, all through the lens of customer experience. The businesses that embrace this major shift will rise to the top of the market by meeting their customers’ needs and becoming indispensable. A byproduct of this success will be the discovery of new opportunities, sustained growth, and the flexibility and ability to remain relevant no matter what the future brings.

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It’s Time to Confront Reality: Monitoring Customer Health

Totango

It can be really easy to overlook signs that may indicate something is wrong. That illuminated Check Engine light in your car, that slight ache in your tooth when you drink something cold, or that persistent feeling of exhaustion that you just can’t seem to shake. Then one day, your car won’t start, your dentist identifies the need for a root canal, and your nutritionist recommends more iron in your diet.

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