Thu.Jan 09, 2020

Improving the Agent Experience

Contact Center Pipeline

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience.

The Power of Empowerment: Agents and CX

Upstream Works

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

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To respond, or not to respond, to that tweet

TELUS International

Customer Service Channels

A checklist for starting to measure customer experience


We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

What is Customer Churn? Learn About Types & Effects of Churn

ProProfs Blog

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business.

More Trending

Younger Next Year by Crowley and Lodge (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books.

Providing World-Class Support with Front


“If you make your customers happy, your business can succeed! How will you know how they feel if you don’t get their feedback? “. Front is the inbox for teams that gives you access to the people, messages, and apps you need to get work done.

Improving Customer Experience with Behavior-Based Quality Programs

The Northridge Group

When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that will improve the customer experience.

VirtualPBX Updates: Do Not Disturb and Dashboard Redesign


For all users of our User-Based and Minute-Based Business Phone Plans , you should see a few changes in your online dashboards, including a new Do Not Disturb setting and redesign of the VirtualPBX Dashboard.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today.

Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

Robert Davis

By Brad Baumunk , President and COO. This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe.

What’s Happening Now with Self-Service and AI? Four Must-Know Call Centre Strategies

NICE inContact

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that.

Intraday Agent Inspiration Techniques You Must Consider


According to Glassdoor, appreciation is the single most critical element for motivating customer service teams.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

5 Reasons to Agents Benefit from a Customer Experience Focused Platform


Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat. Along with messaging, support in apps is becoming a standard. Native app support reduces friction by allowing important customer information to be shared with agents automatically.

Ready for 2020? Put training at the top of your new year priorities.


The widespread availability of a diverse range of healthcare information technologies is staggering and awesome.

5 Essential Customer Data-protection Tips for Your Business

Working Solutions

In a story that made international headlines in 2018, British Airways was targeted by hackers who seized the private data of about 500,000 customers. So serious was this security breach that the UK government levied a fine of more than $200,000 on the airline.

Strategies for Boosting Outbound Sales in Your Call Center


Are you looking for ways to increase your outbound sales numbers but don’t want to skim through yet another list of common-sense approaches? Maybe it’s time to take a few tips from the industry experts.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Contact Centers Move to the Cloud in 2020


Advances in communication technology are forcing rapid change in the contact center.

Calabrio – one brand, one future for CX Intelligence


As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

6 New Years Goals For Contact Centers


We are all accustomed to the phrase “New Year, New You” With the celebrations completed and the holidays wrapping up, it’s always good to set goals for yourself in the new year.

What are the Five C’s of Employee-Centric Company Culture?

Etech GS

In today’s competitive recruiting environment, the significance of an engaged and active company culture can’t be overstated. The statistics reveal that 94% of executives and 88% of employees believe a distinct workplace culture is crucial to organizational success.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Understanding the Buying Experience Improves the Sales Process


Sales organizations strive to increase the velocity, volume and frequency of sales, and in many cases, this effort concentrates on … Continue reading "Understanding the Buying Experience Improves the Sales Process".

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2020 Collaboration Preview - Our BCStrategies Podcast

Jon Arnold

Last week, I posted about our BCStrategies 2019 in-review podcast for the collaboration space, and we’ve followed that up now with our 2020 outlook. As always, there’s no shortage of perspectives, and we had 13 analysts and consultants share their views on what the year ahead holds.

The Long View on Contact Centers – 2020 and Beyond


The death of the Contact Center has been greatly exaggerated. The industry continues to thrive with a growing workforce that increasingly plays a central role in supporting organisations to meet evolving customer needs. If you work in the contact center segment, you’ve doubtless read more than a few 2020 predictions for the industry. We’re taking [ ] The post The Long View on Contact Centers – 2020 and Beyond appeared first on Poly Blog.

Hindsight May Be 20/20 But CX Needs a 20/20 Vision

Creative Virtual

By Mandy Reed, Global Head of Marketing. They say hindsight is 20/20, but companies can’t afford to rely solely on hindsight when it comes to their customer experience (CX). They should, of course, learn from past successes and failures and pay attention to the feedback from both customers and employees. However, that’s not enough to attract new business and build a loyal customer base. Companies also need to have a 20/20 CX vision.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

11 Amazing Tips for Building the Successful Outbound Calling Strategies

Dialer 360

Several factors determine the fate of the outbound calling campaigns. Some of them are always in control and command of call center supervisors. So, smart strategies and cunning moves at the right time would be enough to tackle most of the nuisances in a call center.

Employee Engagement: A Key Metric in All Service Environments

Brad Cleveland

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

An Effective Guide for The Call Center Software

Dialer 360

Nowadays, call center software is managing modern call centers dynamically. It is helping them to develop more intelligent campaigns, promote sales, and offer better customer services. This is one side of the coin. Let’s see the other side when there was no software incorporated with call centers.