Customer Service Life
NOVEMBER 5, 2018
I’m not crying, you’re crying (at work). Photo cred: Ban.do. Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. She didn’t seem to mind that everyone saw her with tears streaming down her face. I remember her scampering, post call, out of the office to catch her breath.
Contact Center Pipeline
NOVEMBER 5, 2018
When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages. Fast-forward to 2018 where the CDC reported that 50.8% of American households are now wireless only […].
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Aspect
NOVEMBER 5, 2018
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for. As you start planning to move your contact center to the cloud, there are five considerations worth digging into. .
Callminer
NOVEMBER 5, 2018
The CallMiner Index report shows that the wrong behavior drives customer churn, with 55% of consumers saying they are very or extremely likely to switch after a bad call center experience.
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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.
Steve DiGioia
NOVEMBER 5, 2018
This original article was written by Steve DiGioia. My cat is diabetic. “Domino” was diagnosed 3 months ago and since then must receive 2 insulin shots per day, 12 hours apart. That’s my job. Domino. On those times when I’m not available, the job falls on my wife or daughter. They don’t like giving her the shot (nor do I) and always have difficulties.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
NOVEMBER 5, 2018
If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The Harvard Business Review did some digging and found that analyzing the productivity of departments and individuals is not a reliable measure for the productivity of an entire organization.
Customer Service Life
NOVEMBER 5, 2018
This article was originally published on the FCR blog on October 8, 2018. Click here to read the original post and to see a video discussing this content. When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading documentation and knowledge articles, testing the product or service, and shadowing experienced agents.
C3Centricity
NOVEMBER 5, 2018
I remember reading an article in the Financial Times a couple of years ago, that challenged companies to search for a new style of marketer. They weren’t speaking about the current need for marketers to be both creative and comfortable with data. They were referring to the growing need for marketers to stand up to the challenge of taking local brands global.
Amity
NOVEMBER 5, 2018
We know that having clear objectives is paramount, regardless of what project you’re undertaking, both in your personal and professional life. In Customer Success, we’re responsible for helping our customers reach their goals by pointing them towards the right tools and resources with the solution we’re supporting to ultimately help them achieve their desired outcomes.
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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
Talkdesk
NOVEMBER 5, 2018
Many contact center leaders are preparing for the holidays now that November is here. Whether it’s to maximize the return on an influx of customer contacts, meet staffing requests while managing an increase in employee time-off requests, or a combination of the two, going into the holidays (or any peak period) requires having a good plan in place. The US Army has a saying for situations like this, “proper prior planning prevents poor performance”.
Call Center Pros
NOVEMBER 5, 2018
We just left Halloween behind and Thanksgiving and the Christmas holidays are just around the corner. It is no secret to anyone that this is the busiest season of the year for most businesses. Parties, presents, dinners with friends and family, Black Friday, Cyber Monday… In short, everybody is spending money hands-full. The Holidays are a great opportunity for commerce.
SharpenCX
NOVEMBER 5, 2018
Contact centers have struggled to retain agents for years. This directly impacts the centers’ ability to provide the high-quality customer service that people expect. It also impacts a contact center manager’s ability to develop agents. According to the Mercer’s 2016. Read More. The post Hire Smart and Cut Attrition Costs appeared first on Sharpen Contact Center Software.
VocalCom
NOVEMBER 5, 2018
Customers have so many ways to engage with brands these days. But which channels really serve them best? The answer depends on many factors, from a customer’s profile to his immediate needs. While you might think that digital channels are ideal for providing faster service, there’s good reason to believe that the traditional voice channel is as vital as ever.
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.
OrecX
NOVEMBER 5, 2018
Today’s contact center is a complex organization with a number of moving parts, all designed to help customers and sell prospects. As such, contact centers need various tools to help them facilitate day to day operations and to continue to move the needle toward being a “profit center” and away from being a “cost center”. In addition to Workforce Management and Customer Relationship Management software, there is a real need for compliance recording and quality monitoring software – sometimes one
GetFeedback
NOVEMBER 5, 2018
Find out how to use your customer journey map to boost productivity across your organization.
Jon Arnold
NOVEMBER 5, 2018
That’s my destination tomorrow, and am looking forward to attending Talkdesk’s Opentalk18 conference. Will be a first-timer for me to meet the company, and I’ll provide updates as time allows. More details here , and for social, the hashtag is #Opentalk18. Time to buckle up! This is the first of three industry events I’ll be travelling to in the US during November, so watch for updates here, on my Event Calendar page, and on my social channels.
iCiDIGITAL
NOVEMBER 5, 2018
What is Conversational UX? Conversation is a structured method of requesting, exchanging, and expanding on information. It is one of the primary ways that humans have evolved to learn about each other and the world around us. Conversational UX is a way of thinking about and designing the interactions between humans and the technology that tries to mimic it.
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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.
Help Scout
NOVEMBER 5, 2018
Our Engineering Coach, Megan Chinburg, recently called for further removing ableist language from Help Scout’s company vernacular. “I observed us using the word ‘crippled’ a few times in various conversations and presentations. I realize this is a common word used in English to emphasize just how destructive a particular pattern or event can be. However, there are several other words that mean the same thing and don’t compare dire or sub-ideal situations with the physical state of another human.
RapportBoost
NOVEMBER 5, 2018
RapportBoost to Showcase New Chat Sales Boosting Platform at Booth #318 at ICMI Contact Center Demo Nov. 12-14. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA. November 6, 2018 – RapportBoost , a Los Angeles based technology company that boosts chat sales for contact centers, will exhibit at next week’s ICMI Contact Center Demo
CSM Magazine
NOVEMBER 5, 2018
The Technology and Its Capabilities. VPNs have rapidly grown in popularity lately as a way to ensure online privacy and to secure the Internet traffic of their users. Nowadays, almost anyone who browses online regularly knows at least something about VPNs or has heard about the term. You can visit bestvpnrating.com to find out more about the technology, usage scenarios and to examine and compare the features offered by a series of top VPN providers.
RapportBoost
NOVEMBER 5, 2018
We were honored to be a part of this Mitel-sponsored event with our valued client, Heidi Rote, Director of North American Sales Center for Jenny Craig. The full transcript is below, as well as the archived recording. Take a listen! We welcome your feedback. . Nicholas Rodriguez : Thanks for joining us for our first section of our Moving to the Cloud webinar series presented by Customer Experience Update and Customer Contact Central, sponsored by Mitel.
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!
Hero Digital
NOVEMBER 5, 2018
When the Houston Methodist Hospital Foundation came to Hero Digital to help reimagine their online giving experience, we knew the project would be a special one. As their strategic partner, we got to bring an incredible vision to life – a mission to accelerate medical research, promote healing, and increase clinical training and residency opportunities.
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