Wed.Sep 29, 2021

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Best in Class Versus Best in Industry

ShepHyken

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

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AI-Enabled Agent Assessment: Now It’s a Reality

Contact Center Pipeline

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents will adhere to call scripts, manage conflicts and comply with regulations while treating customers with empathy, how do you make sure?

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How Can I Reduce Labor Costs for My Business?

Quality Contact Solutions

Can you guess the percentage of businesses, large and small, that want to reduce their labor costs? Well, that is an easy answer even without researching the specific data, as it would be (or should be) 100%. Large or small companies alike, the number one cost associated with most companies is labor, with workspace being a close second. Understanding Workforce Expenditures is Fundamental to Reducing Labor Costs These days, labor costs are fluid and ever-changing.

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Exploring Key Microsoft Teams Features and Collaboration Benefits

Momentum Telecom

The needs and preferences of the modern workforce are rapidly evolving. Even when the pandemic is over, remote working will likely continue to be widespread. Today, organizations are exploring the possibility of creating a hybrid workforce that’s more efficient and productive. But there’s one significant challenge that every company must overcome before building a hybrid workforce.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Are You Looking to Build a Contact Center RFP? Here's a Tool Kit!

Advantage Communications

If you’re ready to outsource your customer service program to a contact center vendor, then you’ll know that an RFP is the most effective way to find the right partnership. The problem is RFPs can become complex. If you don’t provide potential vendors with the right information and ask the right questions, then you’re not going to find the right partner to fulfill your company’s specific customer service requirements.

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Press Release: Quiq Launches Conversational Commerce Payments and Surveys

Quiq

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop. BOZEMAN, MT and NEW YORK CITY — SEPTEMBER 29, 2021 — Quiq , the AI-powered conversational platform that enables businesses to engage with customers across the most popular digit

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The rise of hyper-personalized retail and changing consumer expectations

Nuance

In December 2019, PSFK reported that 70 percent of customers expected retailers to offer them the same level of personal service, whether they were shopping online, on their mobile device, or in a physical store. Then the pandemic forced previously reluctant shoppers into unfamiliar online spaces. But once they arrived, they found a range of [.] The post The rise of hyper-personalized retail and changing consumer expectations appeared first on What’s next.

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Productivity in the Era of Hybrid Work Environments

aircall

Employees and employers alike have started to realize that hybrid work environments are here to stay. Zoom meetings are the norm, and many have adjusted to working from home, while others are starting to return to the office. One of the most pressing concerns facing businesses today? How to maximize productivity. What Is a Hybrid Work Environment? A successful hybrid work environment gives employees the ability to work productively, regardless of where they are located.

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The rise of hyper-personalized retail and changing consumer expectations

Nuance

In December 2019, PSFK reported that 70 percent of customers expected retailers to offer them the same level of personal service, whether they were shopping online, on their mobile device, or in a physical store. Then the pandemic forced previously reluctant shoppers into unfamiliar online spaces. But once they arrived, they found a range of [.] The post The rise of hyper-personalized retail and changing consumer expectations appeared first on What’s next.

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The Open CCaaS Advantage Report

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.

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Customer lifetime value

NICE inContact

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers.

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It’s Not the End, it’s a New Beginning

Aspect

“Every new beginning comes from some other’s beginning’s end.” – Lucius Annaeus Seneca the Younger . The Roman Stoic philosopher – and more recently Semisonic – were on to something. In May, we announced the combination of Aspect Software and Noble Systems, creating Alvaria, a major unified force for innovation and growth in the customer experience and workforce engagement management industry.

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CCM Use Case: Certificates of Insurance

Topdown

Insurance policies come with more than a file’s worth of important documentation and pertinent information. Luckily, as a policy holder, you aren’t necessarily inclined to know each and every detail about the policies, that is, afterall, why you have an agent. However, it’s incredibly vital for insurance agencies and organizations to not only keep detailed records of the policies distributed, but to also create a smooth and simplified process that prioritizes the customer experience.

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How to Improve Customer Service? The Lifeline of Small Businesses

Abby Connect

The places I enjoy being a customer at all have the same thing in common: they treat people with dignity, respect, and, most of all, like humans. But not all small businesses get customer service right and it shows. You almost want to send them “How to Improve Customer Service” for dummies. Customer service matters.… The post How to Improve Customer Service?

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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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How a HIPAA Certified Outsourcing Partner Can Benefit Your Business

Select VoiceCom Blog

Thanks to the latest technological advancements, companies of all sizes and industries can now run their daily operations online. As the world continuously relies on the internet, communication platforms, cloud-based apps, and other digital channels, modern technologies have become vital players in the quick exchange of information. While these innovations are without a doubt a […].

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What is Business Intelligence and Why Do Contact Centers Need It?

TCN

What is Business Intelligence? Business intelligence (BI) is a key asset for any organization, especially. The post What is Business Intelligence and Why Do Contact Centers Need It? appeared first on TCN.

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How a HIPAA Certified Outsourcing Partner Can Benefit Your Business

Select VoiceCom Blog

Thanks to the latest technological advancements, companies of all sizes and industries can now run their daily operations online. As the world continuously relies on the internet, communication platforms, cloud-based apps, and other digital channels, modern technologies have become vital players in the quick exchange of information. While these innovations are without a doubt a […].

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How to Improve Your Quality Process with Speech Analytics

LiveVox

The post How to Improve Your Quality Process with Speech Analytics appeared first on Livevox.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How to drive recognition in your customer service team

Enghouse Interactive

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SaaS Sprawl: What It Means and How It Impacts Business

SmartKarrot

The manner in which we use software today has taken a drastic change from the previous times. That is mainly due to the evolution of SaaS (software as a service) and how that has become a standard application delivery. While it is a given that the SaaS applications have gifted us with many advantages over disadvantages, such as quicker time to value, minimized vendor management and enhanced accessibility, relationships and scalability as well.

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4 Employee Training Templates for a Powerful Contact Center

SharpenCX

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. I understand. Your task list is long and overwhelming. Where do you start? We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center.

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5 Steps Support Teams Can Take To Get Product Bugs Fixed

Help Scout

Bugs are inevitable. No codebase is perfect, and even the best engineers can’t predict with 100% certainty what will happen with each new release. Though many bugs are caught shortly after deployment, many are also found by customers over time. Since customer support professionals are the main point of contact for customers, they’re often the ones who customers report bugs to — and who work on the customers’ behalf to get them resolved.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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8 Best Practices to Boost Your First Contact Resolution Rate

Inbenta

Good customer service is all about a speedy resolution. If a customer can find a solution to their problem in a single interaction, they’ll view the experience in a positive light. The goal is to offer a solution to a customer’s problems on their first contact with you, otherwise known as first contact resolution (FCR). FCR is so crucial you can measure a company’s success by it. .

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7 Steps to Improve Your Sales Cadence

Calltools

Making sales requires good communication and careful planning. A sales cadence can set you and your sales reps up for success. Having a sales cadence is important for providing your reps with a foundation to follow up on leads. By managing follow-ups, your reps can close leads at a higher rate of efficiency. What is a Sales Cadence? A sales cadence is the process of following up on a lead after initial contact.

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Sep 29 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Cincinnati, OH, US Organization: Vector Solutions As a Director of Customer Success, you will drive the service strategy and accountable for performance and customer satisfaction. Develop and implement effective strategies for ensuring client engagement and adoption. Manage enhancement requests and work with the technical team to implement changes.

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Life as a CSM, as Told by Memes

Education Services Group

If you’re like me, you prefer to communicate via gif, meme, or emoji whenever possible. There truly isn’t a better way to capture a sentiment than a well-done, relatable meme. Of course, we’ve all seen sales and marketing memes galore, but just like everywhere else, Customer Success is taking over the meme space! As a CSM, you will be required to wear many hats, and all CSM’s “out in the wild” have had similar experiences with mile-long to-do lists or have been a part of some “hot topic” Custome

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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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14 best email marketing platforms

JivoChat

What marketing strategies does your company use? Creating email campaigns remains one of the most effective actions to turn leads into customers. Having the best email marketing platform will make it much easier and simpler to design templates, customize the message, and automate processes, such as sending your emails. . These platforms allow you to add big email lists, segment them into smaller groups, according to your criteria.