Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Steve DiGioia

SEPTEMBER 14, 2020

You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.

Management 217

Management Customer Service 217

ShepHyken

SEPTEMBER 14, 2020

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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. (Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service

Customer Service 213

Customer Service B2B B2C Call Center 213

Ameyo

SEPTEMBER 14, 2020

Video contact center software is certainly the next big thing in the world of contact centers. Businesses are already opting for this miraculous customer service software to witness a bumping improvement in their customer service success rate. No matter what business, a video contact center can surely work wonders for you. A report from Delloite … Video Contact Center- The New Big Thing and It’s Top Benefits Read More » The post Video Contact Center- The New Big Thing and It’s Top Ben

Contact Center 96

Contact Center Contact center software Customer Service call center software 96

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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

SEPTEMBER 14, 2020

IRVINE, Calif. – September 15, 2020 – Alorica Inc., a global leader in customer experiences, has launched Alorica Anywhere, an end-to-end platform focused on the unique requirements of servicing clients in a work-at-home (WAH) environment. Alorica’s work-at-home solution integrates its data-protected, omni-channel technology with its award-winning employee experience programs to power its globally.

Technology 86

Technology Customer Experience 86

C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic. Like many CPG companies, they were considering online retailing.

Transportation 77

Transportation Finance Sales Banking 77

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support. Although the fundamental Support model may not need to change, the objectives and outcomes from Support operations must increasingly focus on sustaining and retaining e

B2B 81

B2B Customer Support SaaS Strategic Value 81

Education Services Group

SEPTEMBER 14, 2020

147

147

Guru

SEPTEMBER 14, 2020

Humans are social creatures. While the image of the lone genius — the person who works night and day alone in singleminded pursuit of greatness — persists, if there’s anything the last year has taught us, it’s that, well, being alone is hard. Working alone is hard too (ask anyone who’s ended up owning a group project at school), and while many of us still quote the mantra of “If you want something done right, do it yourself,” that lonely experience takes a real toll.

Personalization 71

Personalization Management 71

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

Customer Contact Central Submitted Articles

SEPTEMBER 14, 2020

Feedback 130

Feedback 130

Education Services Group

SEPTEMBER 14, 2020

B2C 130

B2C B2B Customer Experience 130

VirtualPBX

SEPTEMBER 14, 2020

At VirtualPBX, we do more than develop Business Phone Plans and sell VoIP phones. Our marketing team uses visual design principles to better connect with its audience. Throughout our website, emails, and print marketing materials, we project a consistent and purposeful design that caters to our audience. Our VP of Design & Marketing, Rachel Anderson, leads the marketing team in its charge to establish a professional look and create materials that are easy for our readers to understand and b

Telecommunications 69

Telecommunications voip APIs Marketing 69

Interaction Metrics

SEPTEMBER 14, 2020

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most. Rating questions show your scores, but verbatim comments do the heavy lifting. Verbatims uncover what to change and for whom.

Surveys 62

Surveys Interactive Voice Response Feedback Metrics 62

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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

SmartAction

SEPTEMBER 14, 2020

Welcome to another episode of Customer Driven with Chad McDaniel. On this episode, Chad sits down with Brian Morin, Chief Marketing Officer at SmartAction, an industry leader in developing and deploying purpose-built, AI-powered virtual agents for customer service. In this episode, Chad and Brian discuss the impact of the COVID-19 pandemic on self-service trends, as well as other topics including: The COVID-19 impacts on consumer behavior.

Virtual Agent 61

Virtual Agent Self service Chatbots Marketing 61

Interaction Metrics

SEPTEMBER 14, 2020

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most. Rating questions show your scores, but verbatim comments do the heavy lifting. Verbatims uncover what to change and for whom.

Surveys 62

Surveys Interactive Voice Response Feedback Metrics 62

CallSource Insights

SEPTEMBER 14, 2020

Voice for Pest Call Management Powered By CallSource. Westlake Village, CA. Voice for Pest , a leader in providing telephone and call center solutions to the pest control industry, announced its integration with CallSource , a leader in call tracking and business phone analytics. Together they are helping PCOs track online and offline marketing efforts in a seamless phone solution, the companies report. .

Advertising 59

Advertising Coaching Analytics call center solutions 59

ClientSuccess

SEPTEMBER 14, 2020

For many CSMs, the list of ‘best things about working with clients’ probably doesn’t include dealing with churn. Most of us who love working in customer success do so because we love working with people and want to help customers see maximum value with the products they’ve invested in. Unfortunately, customer churn is a very real part of the job that all CSMs will have to deal with, regardless of how attentive you may be with your customers.

SaaS 59

SaaS Accountability Metrics 59

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

Journey mapping

kommunicate

SEPTEMBER 14, 2020

With more services shifting to the digital world, customers’ patience and attention span have been shrinking more than ever. Customers today anticipate a top-notch service around an average product. There is an increasing demand for assistance with a click of a button. It has pushed businesses to opt for automating customer service and offer the [.].

Customer Service 59

Customer Service Customer Support 59

Vcaretec

SEPTEMBER 14, 2020

Live chat support is an excellent way to resolve customer issues quickly and efficiently. It tells your customers that you are responsive and that you care about their experience. For many companies, building the technology infrastructure required for chat support and hiring, training, and managing live chat support operators is too tall an order. That is why outsourcing live chat support can be a fantastic option.

outsourcing 59

outsourcing Automotive Telecommunications Healthcare 59

JivoChat

SEPTEMBER 14, 2020

JivoChat keeps developing. We have added some new features, which help you to control your employees’ work, set tasks, and keep track of their progression. But — first things first. Task setting. We launched a new feature titled “Tasks”. All tasks are stored here, filtered by date and importance. The agents can add the task directly to the chat, select the date and time, and set the priority.

Management 52

Management 52

CSM Magazine

SEPTEMBER 14, 2020

Customer service is a constantly evolving area – almost daily, new customer trends and new ways of approaching customer relationships seem to emerge. Technology has increased the opportunities and avenues for customer interaction. As innovation continues to influence the approaches to customer service, ensuring that you and your customer service agents are future proof is key in keeping up with the customer service needs of today.

Customer Service 52

Customer Service Technology Feedback Customer Experience 52

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.

Contact Center

Topdown

SEPTEMBER 14, 2020

In the past decade, an enormous amount of communication channels have emerged. Most notably, many, if not most of these new communication channels have become digital, a key indicator of the powerful shift toward an interactive world where businesses must be able to operate and communicate with their customers in this realm. ‘Digital-first’ does not necessarily mean digital-only: a digital-first mindset provides companies with greater agility and flexibility to communicate directly with their cu

Customer Experience 48

Customer Experience 48

CSM Magazine

SEPTEMBER 14, 2020

Most people think that as soon as you get a franchise, you will easily get rich and essentially print money. While there is a potential for a lot of money to be made, there is potential for you to lose everything if you are not careful. Therefore, you always have to plan out each step along the way to guarantee success for you and your company. Not sure where to get started?

Construction 52

Construction Management Customer Service 52

SmartAction

SEPTEMBER 14, 2020

Please provide a brief overview of SmartAction’s conversational AI. . At a 50,000 ft level, the best way to think of us is having all skills to mimic live agent behavior minus complex critical thinking skills or judgement that you can only get from a human. This means having the ability to engage conversations in natural language, the ability to understand full sentences, ability to read and record data much like a human and even sound like a human.

Virtual Agent 45

Virtual Agent Self service outsourcing Call flow 45

Edify

SEPTEMBER 14, 2020

Contrary to the title, what you’re about to read isn’t related to team building. Instead, I want to discuss how various technologies must play nice with one another, why it’s important, and how it impacts organizations. That’s right, some technologies work well together and some just don’t -- no matter how hard you try or how savvy your IT team may be.

Technology 44

Technology APIs 44

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.

Journey mapping

Back Office Centers

SEPTEMBER 14, 2020

A common business operation depends on its front-end and back office services. But oftentimes, the back office services do not get the attention that they so desperately deserve. It is the front office that directly deals with the customers and brings in new clients, which stays in the focus of company owners. In the past, companies used to operate like this without much problem because the leash of regulatory bodies was not too tight.

outsourcing 40

outsourcing Management Service level Sales 40

BetterXperience

SEPTEMBER 14, 2020

Customer Service 62

Customer Service Customer Experience 62