Contact Center Pipeline

JULY 8, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Panviva’s Stephen Pappas outlines the benefits of a cloud-based knowledge management solution. He also discusses the work-from-home (WFH) challenges that knowledge […].

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Contact Center Technology Management Call Center 147

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. Contact centers use a few different metrics to measure customer experience. Floor-level metrics assess the efficiency of the contact center’s operations, and include Average Speed to Answer (ASA), Auxiliary Time, Handle Time, and more.

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Benchmark Contact Center Metrics Airlines 142

Help Scout

JULY 8, 2021

When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests.

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Average Handle Time Accountability Self service Analytics 115

Infinity

JULY 8, 2021

" Companies have a choice, are you simply going to focus on survival or are you going to innovate and transform to meet a new reality? We know travel is coming back, travel cannot be stopped. " Stephanie Linnartz | President, Marriott International ( Source ). After the Green List was introduced on the 7th of May, many travel brands were given a renewed sense of optimism.

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Analytics Sales Marketing 98

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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.

Uniphore

JULY 8, 2021

WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level

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Sales B2B Best practices Enterprise 98

Babelforce

JULY 8, 2021

In this post: What is a BPO call center? Are outsourced teams as effective? What services do BPOs offer? How to choose a great BPO call center. Your guide to contact center automation. Scaling customer service is not easy (or cheap). . You’ve got to hire new staff, train them, and then find time to manage their performance. And this assumes you already have somewhere to house new agents.

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outsourcing Call Center virtual call center Contact Center 98

LiveVox

JULY 8, 2021

“Lost time is never found again” – Benjamin Franklin Resolving issues in a timely manner is the bedrock of agent productivity and customer satisfaction. We tend to summarize this in just three letters – AHT (Average Handle Time). But there is a lot more going on here – we need to break it down. Average […]. The post Causes of Excessive Wait Time & Helpful Strategies to Turn the Dial appeared first on Livevox.

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Wait times Average Handle Time 96

Toister Performance Solutions

JULY 8, 2021

What is the right amount of time to spend on training? That's the question a customer service leader recently asked me. He had contacted me with some questions about lesson plans for a training class he was running with his team. The team had gathered to take my Customer Service Foundations course on LinkedIn Learning. It was taking the team 4.5 hours to watch the videos and complete the exercises as a group.

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Customer Service Coaching Management Accountability 71

Totango

JULY 8, 2021

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention.

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Upselling Accountability Customer retention Metrics 65

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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

Surveys

Aspect

JULY 8, 2021

The recent merger of Aspect Software and Noble Systems, two leaders in the CX space, to become Alvaria has created a center of excellence that benefits customers of both companies and beyond. Alvaria combines the best and brightest of both companies into a new global force delivering leading-edge customer experience and workforce engagement software as well as cloud services technology solutions. .

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Best practices Feedback Technology Customer Experience 62

Interactions

JULY 8, 2021

At the beginning of the summer, we purchased a small do-it-yourself pool for our backyard. The set-up was easy enough. We simply had to piece together the frame, hook up the liner, and pop-it up. We filled it with water, installed the pump, and blew up our pool floats. We were about to enjoy the fruits of our labor when I asked my husband what chemicals we needed to keep the water clean and safe for swimming for the season.

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Management Call flow Customer Care Self service 62

Jon Arnold

JULY 8, 2021

Being the first week of the month, the current issue of JAA’s Communications and Collaboration Review is out now, along with our latest Watch This Space podcast. If the topic as per the thumb below piques your interest, you can give it a listen here. Otherwise, feel free to peruse earlier episodes here on my website , and same for past newsletter issues.

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Contact Center 59

Creative Virtual

JULY 8, 2021

By Mandy Reed, Global Head of Marketing. Last year many of us were spending much more time at home than usual as we did our part to slow the spread of COVID-19 in our communities. This created a surge of another kind, though: a wave of do-it-yourself project attempts. If you’re at home anyway, why not try to tackle that project yourself? As many DIYers quickly discovered, the devil is in the details.

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Chatbots Virtual Agent Self service Marketing 59

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

TMP Direct

JULY 8, 2021

The digital revolution in insurance. The insurance industry is undergoing profound change. But this disruption is not just digital — harsh market conditions, demanding customers and innovative new market entrants are just some of the forces transforming the insurance industry. But where there is a challenge, there is an opportunity. And all these sources of disruption can be harnessed.

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Big data Customer retention Personalization Technology 52

ViiBE Blog

JULY 8, 2021

ViiBE Blog. What are the different kinds of top cybersecurity companies? Customer experience , Technology. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. July 8, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article.

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Government Automotive Transportation Construction 52

CSM Magazine

JULY 8, 2021

The economy is in flux. The job market is strange. With millions of people going back to work, there is also a lack of incentive. Some of these people were making more money on unemployment than they were at their jobs. There are also thousands of college graduates entering, or at least trying to enter, the workforce. It hasn’t been easy for them. Almost half of those who graduated in 2020 is still without a job and now the 2021 graduates are looking too.

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Education Personalization Marketing 52

Influitive

JULY 8, 2021

In 2020, many companies found themselves taking their in-person conferences and events virtual. Netchex, a leading HR payroll software provider, had hosted their Netconnect user conference in-person in New Orleans since 2012 and, after a hiatus in 2019, needed to take their event online. Powered by Influitive’s Virtual EventHub, Netconnect 2020 was a free two-day […].

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Personalization 52

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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

COPC

JULY 8, 2021

COPC Inc. continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our customers actionable training, resulting in higher CSAT scores and reduced costs within their operations. The EMEA region of COPC Inc., recently graduated its 5,000th student, Marc Birker. Mark is a Process Manager of Transformation & Continuous Process Improvement GEE at Majorel Outsources in Cologne, Germany.

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Best practices Contact Center outsourcing Quality management 52

Influitive

JULY 8, 2021

Program managers will often fixate on business objectives and center their programs around achieving them but forget to infuse their personality or take the time to build genuine relationships. Without a customer-first approach, relationships will fizzle out, and the program will lack the long-term foundation to succeed. Jeni Asaba, Manager of Community Engagement & Advocacy […].

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Technology Personalization Management Customer centricity 52

inSided

JULY 8, 2021

Together with Planhat, we surveyed 150+ Customer Success professionals to get a better grasp on how the industry utilizes technology, data, and metrics. Because while CS teams have in many cases established themselves as true growth drivers, the industry is experiencing some growing pains. But there’s never been a better time for CS teams to step on the gas and capitalize on the momentum fuelled by a growing appreciation (and understanding) of Customer Success, not just as an industry, but as a

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Metrics Surveys Technology 52

CSM Magazine

JULY 8, 2021

Social media users are exposed to ads daily. Badly designed or irrelevant content is annoying, while a wise promotion strategy can be insanely effective. Discover the most common mistakes and avoid them to boost efficiency. Seasoned marketers take advantage of automatic systems, which allow them to launch, manage and monitor campaigns across networks.

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Entertainment Advertising Marketing Personalization 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

kommunicate

JULY 8, 2021

Express.js, or simply Express, is a Node.js backend web application framework. This is a lightweight and adaptable Node.js web application framework that offers a comprehensive set of features for web and mobile applications. In this article, I will make it very easy for you to understand how to integrate the chatbot into the Express Js [.]. The post How to Add Chatbot to Your Express jS Framework appeared first on Kommunicate Blog.

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Chatbots 52

ConvergeOne

JULY 8, 2021

What role does the IT department play in your business? Does it contribute to strategic initiatives, or does it mostly provide day-to-day support for your users and systems? Many users desire IT to serve as an innovation enabler that contributes to strategic initiatives and business success. What’s preventing IT from stepping up to lead innovation efforts?

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Enterprise Marketing Management Technology 59

Knowmax

JULY 8, 2021

Decision trees for call centers for cost efficiency.

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Call Center Scripts Customer Experience 52

ConvergeOne

JULY 8, 2021

What role does the IT department play in your business? Does it contribute to strategic initiatives, or does it mostly provide day-to-day support for your users and systems? Many users desire IT to serve as an innovation enabler that contributes to strategic initiatives and business success. What’s preventing IT from stepping up to lead innovation efforts?

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Enterprise Marketing Management Technology 52

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

Knowmax

JULY 8, 2021

5 Must-have call center agent skills.

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Call Center Customer Experience 52

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. Where are the opportunities to get even better? How do you keep day-to-day operations and every decision aligned with your customer service vision? Learn more about two common and effective lenses to use when approaching innovation in this video from my LinkedIn Learning course “Customer Service … The post Harness innovation to deepen customer relationships first appeared on Brad Cleveland.

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Customer Service Contact Center Call Center Customer Experience 32

SmartKarrot

JULY 8, 2021

Understanding the customer success pyramid is vital for the upliftment of your business. You will have to walk down the lane where your product meets the customer’s needs – a path that wreathes longstanding loyalty and commitment. How do you build that road? By understanding your customers – their expectations, desires, demands and emotions. And history has it – with Maslow’s ‘Hierarchy of Needs’, we saw how simply the basic to complex human aspirations were described and disseminated.

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Chatbots Education Personalization Technology 10