TCN

APRIL 5, 2021

A Look Back at March There are many things that go into making your call. The post Shaping Your Call Center and Its Customer Service appeared first on TCN.

Call Center 52

Call Center Customer Service call center software 52

ShepHyken

APRIL 5, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. (TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers.

Customer Service 305

Customer Service Contact Center Self service Customer Experience 305

Steve DiGioia

APRIL 5, 2021

As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to live their lives in peace and will no longer accept subpar work or attitudes. Me too. During our young adult years, we’re still concerned about “fitting in” and finding our place in “work world” – which is either far different from or eerily similar to “school world”.

Customer Service 246

Customer Service Personalization 246

CX Global Media

APRIL 5, 2021

The only way to guarantee customer satisfaction and retention is by giving the ultimate customer experience. It is the kind of experience that drives the. Read more. The post Ultimate Customer Experience: What’s Missing From You Delivering The Best Customer Experience? appeared first on Customer Experience Strategy and Tactics.

Customer Experience 156

Customer Experience 156

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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.

Alorica

APRIL 5, 2021

IRVINE, California (April 5, 2021)—Alorica Inc., a global leader in customer experience solutions, announced today that it helped its client Major League Baseball (MLB) take home two Bronze Stevie® Awards in the 15th annual Stevie Awards for Sales & Customer Service. MLB was recognized in key categories—Contact Center of the Year and Customer Service Training Team of the Year—with operational.

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Contact Center Sales Customer Service Customer Experience 118

Russel Lolacher

APRIL 5, 2021

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing. Our scope of work has grown from those early days to not only include leading our ever growing social customer care program and web development and maintenance but also in leading the business of

Customer Care 98

Customer Care Government Transportation Employee engagement 98

NICE inContact

APRIL 5, 2021

This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete. The first article focused on cloud call center software as a growth enabler, the second was all about building customer loyalty, and now we'll discuss how to use modern technology to compete more effectively and take performance to the next level.

Call Center 70

Call Center call center software Analytics Technology 70

Concentrix

APRIL 5, 2021

Improve experiences and ROI with these 3 fresh closed loop strategies. The post Closed Loop Strategies for the New World appeared first on Concentrix.

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Aspect

APRIL 5, 2021

“ Anyone can lead when the plan is working. The best lead when the plan falls apart.” – Robin Sharma. I ran across this quote the other day and it stopped me in my tracks. This is exactly where we were collectively a year ago. I remember how pumped I was about the plan my team and I had set out to achieve in 2020. Our mission was simple, we were going “ old school ” , the mandate was : invest in programs and activi ties that would result in our people shaking hands and sitting down face ̵

Enterprise 62

Enterprise Schedule adherence Contact Center Consulting 62

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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

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Concentrix

APRIL 5, 2021

Turn unhappy customers into brand advocates. The post ConcentrixCX Closed Loop appeared first on Concentrix.

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Ansafone

APRIL 5, 2021

Ansafone Contact Centers Welcomes Ben Martorano, our new VP of Operations, to Our Leadership Team! Santa Ana, CA- January 12, 2021 With the New Year in full force, Ansafone Contact Centers is pleased to announce that Ben Martorano will take on the role of Vice President of Operations. With multiple locations nationwide, this leading … Ansafone Contact Centers Welcomes Ben Martorano, our new VP of Operations, to Our Leadership Team!

Contact Center 62

Contact Center 62

Concentrix

APRIL 5, 2021

Improve experiences and ROI with these 3 fresh closed loop strategies. The post Closed Loop 2.0: Where Feedback Meets Experience Orchestration appeared first on Concentrix.

Feedback 62

Feedback 62

Integrity Solutions

APRIL 5, 2021

As the economy picks up steam, organizations are seeing the next 12 to 24 months as a unique opportunity to capture increased market share and margin growth. This begs the question: Does your team have the confidence and skill to take advantage of these complex sales opportunities? By Bruce Wedderburn. You don’t have to tell your salespeople that selling in the current business environment has become increasingly challenging.

Sales 64

Sales Accountability Strategic Value B2B 64

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.

Customer Experience

JivoChat

APRIL 5, 2021

Looking to improve customer service for your ecommerce business? Read on. Buying online and connecting with brands over the internet is now a normal part of our lives. We reach out to companies online to find out about products, get an answer to our questions, or solve issues we’re having with their service. And as the pace of our daily life increases, so do our expectations of how quickly customer service teams on the internet will answer our needs.

Customer Service 52

Customer Service Self service CRM Metrics 52

LiveVox

APRIL 5, 2021

Lasting relationships with your customers are built upon the control of the quality of goods and services you provide. An effective quality management system (QMS) ensures your standards of goods and services are upheld and delivered consistently. An effective QMS should outline policies and resources that reflect your organization’s purpose and goals.

Quality management 52

Quality management Management 52

Ansafone

APRIL 5, 2021

Welcoming Gina Robertson, new VP of Client Services, to Ansafone Contact Centers’ Leadership Team! Ocala, FL- January 18, 2021 Ansafone Contact Centers is ringing in the New Year with new leadership. This leading contact center and BPO provider is pleased to announce and welcome Gina Robertson as the new Vice President of Client Services. With … Welcoming Gina Robertson, new VP of Client Services, to Ansafone Contact Centers’ Leadership Team!

Contact Center 48

Contact Center 48

Blueship Call Center

APRIL 5, 2021

A call center process is dependent on many factors for its success. The proficiency of agents, the motivational ability of managers, the scrupulous fault-finding approach of Quality Analysts and the dedication of trainers are some of the factors responsible for the quality of call center services. However, one aspect that does not get the due consideration it deserves is call management.

outsourcing 40

outsourcing Call Center Management Interactive Voice Response 40

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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.

Self service

GetFeedback

APRIL 5, 2021

We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice.

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SmartKarrot

APRIL 5, 2021

Role: Director of Customer Experience Location: Atlanta Metropolitan Area, US Organization: Reibus International, Inc As a Director of Customer Experience, you will own the customer journey from initial outreach through user onboarding, and post-sale follow-up. Works closely with all other functional teams to deliver world-class service for the users.

Government 10

Government Sales Accountability Education 10

aircall

APRIL 5, 2021

Teamwork is the best way to increase your call center team’s productivity levels. But if you’re not sure how to go about fostering better teamwork in your contact center, then these productivity tips will help take your agents’ performance to the next level. . One of the first questions you should ask yourself is: Is the topic of productivity a key component of your team development program?

Call Center 59

Call Center Best practices Sales Morale 59

NobelBiz

APRIL 5, 2021

What is ACD or Automatic Call Distribution? An ACD or Automatic Call Distribution System is an essential part of an overall contact center software solution as it connects incoming calls to specific agents who are skilled in specific skill sets. This technology is a component that takes calls and assigns them to the appropriate agent. ACDs are critical in the contact centers, as they assist in meeting the goals and objectives of your business.

Interactive Voice Response 52

Interactive Voice Response Contact center software Contact Center Call Center 52

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!

Feedback

SmartKarrot

APRIL 5, 2021

Making sure customers love your product is important for any business. Growing a company is all about that customer friction is minimized and customers feel attached to the company. It is necessary to make sure customers use the product in its best way to get value. Product-led growth is necessary to optimize ROI, find customer journey bottlenecks, and increase product adoption.

Metrics 10

Metrics SaaS Upselling Engineering 10