Fonolo

MARCH 11, 2021

Over the past year, the medical field has been facing one of its greatest tests in history, as frontline workers continue to fight against the global pandemic. Medical contact centers have been inundated with worried members seeking answers and support. While not physically on the front lines, call center agents have been facing their own challenges with massive call volumes as they attempt to help callers navigate health networks to get the support they need.

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

Contact Center Pipeline

MARCH 11, 2021

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister Rogers was a patient and gentle character created by the real-life Fred Rogers, and the host of the PBS children’s show “Mister Rogers’ Neighborhood.” The show aired nationally on American […].

Contact Center 162

Contact Center Call Center Management 162

Integrity Solutions

MARCH 11, 2021

Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. By Bruce Wedderburn. What is the ‘digital disconnect’ and how effectively are you dealing with it? While salespeople across industries are settling in to a world of hybrid and remote sales , most are still working to adapt to the nuances and variables that can affect success in a virtual selling environment.

Sales 137

Sales Personalization Technology Accountability 137

Toister Performance Solutions

MARCH 11, 2021

This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. Others saw their businesses dry up and were forced to lay people off. A report from Benchmark Portal found that agent satisfaction has remained fairly high.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

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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.

Liveops

MARCH 11, 2021

Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. How do companies ensure that their teams remain efficient, productive, and satisfied while working from home?

Gamification 118

Gamification Enterprise Contact Center Contact center software 118

CSM Magazine

MARCH 11, 2021

More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. It is vital to understand both pros and cons of outsourcing to know whether it’s the right move for your company. In this article, you can read about the good and the bad and decide based on what you learned.

outsourcing 105

outsourcing Contact Center Multi-channel support Call Center 105

Expivia

MARCH 11, 2021

How do you make sure you have the right number of agents on call? Your call center’s success depends on it. Yet, it’s not easy to find the optimal number of agents you need. Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? Workforce management is the institutional process of maximizing the efficiency and performance of an organization.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

Quality Contact Solutions

MARCH 11, 2021

By A.J. Windle, Director of Client Engagement. At Quality Contact Solutions , we believe our company exists because sales drive the world. Consumers demand great products/services, and businesses worldwide work tirelessly to fill that demand every day. Quality Contact Solutions is no different, and proud to be part of the sales world that keeps our economy running.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Nuance

MARCH 11, 2021

Nuance’s Global Campus Program is more than just an internship. The time interns spend at Nuance is filled with the best and brightest minds in the Conversational AI industry. Whether they’re developing new solutions with other engineers or strategizing Nuance’s next steps in the tech space, they’re working alongside a team that is fiercely dedicated [.

Engineering 98

Engineering 98

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

Satrix Solutions

MARCH 11, 2021

No matter what B2B industry you’re part of, be it SaaS, Management Consulting, Manufacturing, or another, almost every company monitors the competitive landscape and changes that are shifting around them. However, there may be circumstances when deeper research and awareness into the competition is required. As might be expected, gathering competitive intelligence can benefit many areas of the organization, including the customer experience, as my colleague shared in this post: How to Leverage C

B2B 78

B2B Sales SaaS Feedback 78

AnswerConnect

MARCH 11, 2021

Just signed up for service? Great! Welcome! Here is a walk through of your CWA! The post Managing your Client Web Access (CWA) Portal with ease appeared first on AnswerConnect Blog.

Management 83

Management Answering services 83

NICE inContact

MARCH 11, 2021

The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.

Contact Center 62

Contact Center Customer Experience 62

Interactions

MARCH 11, 2021

Bringing people and technology together has always been a key tenet of Interactions’ philosophy. We’re constantly looking for new perspectives on how to elevate our Conversational AI to better meet the evolving needs of customers. In light of this goal, we recently brought on Susan Hura as our new Director of Conversational Design Services. . Susan has a long history in the world of conversational design.

Automotive 62

Automotive Consulting Consulting Interactive Voice Response 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

ConvergeOne

MARCH 11, 2021

Current Status of Hafnium. Coming on the heels of the still evolving SolarWinds data breach, it is now verified that four previously unknown or "zero-day" vulnerabilities in Microsoft Exchange Server are being used in widespread attacks against thousands of organizations, with many more potentially affected, according to security researchers. Microsoft on Friday, March 5, warned of active attacks exploiting unpatched Exchange Servers carried out by multiple threat actors, as the hacking campaign

Government 60

Government Enterprise Accountability Scripts 60

Select VoiceCom Blog

MARCH 11, 2021

It will cost your business more to attract new customers than to retain current ones. Here are some customer retention strategies to keep your customers happy. The post Keep Them Happy: 8 Customer Retention Strategies You Can’t Ignore appeared first on Telemarketing & Call Centre Outsourcing in Philippines.

Customer retention 52

Customer retention Telemarketing outsourcing Customer Support 52

Maru Group

MARCH 11, 2021

By Michelle Walkey, Managing Director of Canada & Retail | March 11, 2021. Canada’s big 5 banks have stood the test of time, generating generous profits through good times and bad. They appear so solid that they seem to be carved from the unyielding granite of the Canadian Shield. But a look beneath the surface using our unique tools reveals a weakness.

Banking 52

Banking Consulting Consulting Management 52

Select VoiceCom Blog

MARCH 11, 2021

It will cost your business more to attract new customers than to retain current ones. Here are some customer retention strategies to keep your customers happy. The post Keep Them Happy: 8 Customer Retention Strategies You Can’t Ignore appeared first on Telemarketing & Call Centre Outsourcing in Philippines.

Customer retention 52

Customer retention Telemarketing outsourcing Customer Support 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

LiveVox

MARCH 11, 2021

In an omnichannel world of customer engagement, context and information flow with the customer no matter how or where they start their journey and picks up where they left off if they choose to reengage. Ideally, omnichannel is a seamless flow of synchronous and asynchronous communication. For instance, a customer might chat with an agent, […].

Customer Experience 52

Customer Experience 52

Call Experts

MARCH 11, 2021

Are you tired of dealing with upset customers? Do you need more time to focus on essential tasks? Are you ready to increase your bottom line? If you answered yes to any of these questions, you need to understand the differences between customer service and success. So, what is customer service? It’s a reactive tactic that focuses on fixing problems and keeping your customers satisfied.

Customer Service 52

Customer Service Technology Customer Support Contact Center 52

Helpware

MARCH 11, 2021

WASHINGTON, DC - February 23, 2021 - After conducting extensive research and data analysis on thousands of different service providers, Clutch announced that Helpware took the number one spot in 5 different industry leader categories. Clutch, the premier platform for B2B reviews and ratings, published their top leaders lists in multiple categories within “Top Voice Services” and “Top BPO Companies.”.

B2B 52

B2B 52

CSM Magazine

MARCH 11, 2021

Manchester’s Royal Exchange Theatre has selected PCI Pal to securely manage telephone-based payments and refunds via its cloud-based Agent Assist solution and ensure it complies with PCI DSS rules. Having opened in 1976 by the famed actor Laurence Olivier, the Royal Exchange Theatre has a rich history. With the ability to seat up to 700 people in it’s unique in-the-round auditorium the theatre invites audiences to join them from a vibrant programme of work featuring around ten original product

Government 52

Government SaaS Management Customer Service 52

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.

Contact Center

TCN

MARCH 11, 2021

“How are my agents performing?” “What are some roadblocks that can be solved with online. The post How Your Call Center Can Utilize Online Transcription Services appeared first on TCN.

Call Center 52

Call Center call center software Analytics 52

Inbenta

MARCH 11, 2021

When customers visit an eCommerce website, they want to find things easily and they want your replies to be fast – and unfailingly efficient. They wish as well to feel listened to and understood, and then cared for and assisted. What customers want is human empathy matched by machine efficiency, the sort of service that makes successful and enduring business-customer relationships happen.

Benchmark 52

Benchmark Chatbots Customer retention Marketing 52

Creative Virtual

MARCH 11, 2021

By Chris Ezekiel, Founder & CEO. It’s been a tough year for every organisation and one that created a renewed, and often urgent, push for digital transformation projects. In their new ISG Provider Lens Intelligent Automation – Solutions and Services study, the experts at ISG found that the market for conversational AI has shown a steady growth over that time.

Virtual Agent 52

Virtual Agent Enterprise Chatbots Consulting 52

Influitive

MARCH 11, 2021

With only 28 days to engage and delight their advocates, our customers’ programs have been pumping out creative campaigns, recruitment strategies and engaging community discussions this past month. Creating captivating content is crucial and with Valentine’s Day as the common backdrop, our customers delivered stellar results. Without further ado, let’s dig into last month’s data […].

Customer advocacy 11

Customer advocacy Best practices 11

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

Spearline

MARCH 11, 2021

Welcome China to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers' call experience with your organization. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are pleased to announce that China mobile is now certified, and is available for immediate testing.

Telecommunications 97

Telecommunications Enterprise Management 97

Comm100

MARCH 11, 2021

If you work in post-secondary education, you’ll know just how competitive an industry it is. Institutions compete with one another to win national and international students and spend huge amounts of money to do so. New York University reportedly spent $500,000 more on marketing in June 2020 than in June 2019, despite the financial challenges caused by Covid-19.

Education 59

Education Customer Service Chatbots Healthcare 59

VirtualPBX

MARCH 11, 2021

Our new e-book, Managing Remote Teams reaches out to managers and team leads as they bring their teams into part- or full-time remote work. Chapter 4 speaks about the direct role managers play in remote team success. Now that you know about how remote teams function and the ways your business can benefit from allowing your staff to work from home, you can concentrate on the daily impact managers have on their employees who work from a range of locations.

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Feedback Management Personalization 69