Contact Center Pipeline
MARCH 29, 2022
Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving brand loyalty and equity. Often neglected however, was the agent. But their voices can no longer be ignored. Employers are losing talent at an incredible pace, and the Great Resignation shows […].
ShepHyken
MARCH 29, 2022
Rolling the Red Carpet Out for Your Employees. Employee First: How Culture, People, and Service Work Together. Donna Cutting is the Founder and CEO of Red-Carpet Learning Systems, Inc., an organization that provides training and tools to transform your customers into loyal fans. She is the author of Employees First!: Inspire, Engage, and Focus on the Heart of Your Organization.
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Myra Golden Media
MARCH 29, 2022
I started offering my courses through LinkedIn Learning six years ago. Since then, more than 2 million people have taken my classes on LinkedIn Learning. I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn! The #GreatReshuffle has inspired millions of people to reconsider their work today. Whether it’s learning a technical skill for their role or cultivating a better work-life balance, the LinkedIn Learning Pathfinder can help you get the skills to
Hodusoft
MARCH 29, 2022
Digital India is transforming with the advancement of technology in every sphere. One of the most influential tech expos in India, the 29th Convergence India Expo 2022 provided a platform for tech giants to exhibit their innovative approach towards technology through their unique product line. The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement.
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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.
Russel Lolacher
MARCH 29, 2022
Social public service isn’t effective off the side of your desk. Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. And if you don’t have them, you’re going to suck or stall.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
MARCH 29, 2022
What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management.
delighted
MARCH 29, 2022
Do you know if your employees are satisfied? If not, have you considered asking them directly? Employee satisfaction surveys reveal how happy and engaged your employees are, as well as their intention to stay at your organization. But you can’t understand – or improve – employee satisfaction without asking your people about it. Below, we’ve taken a closer look at what an employee satisfaction survey is, why employee satisfaction surveys matter, the type of survey(s) best suited for measuring emp
SQM Group
MARCH 29, 2022
The chat touchpoint is known as the 'safety net' touchpoint for helping customers resolve their inquiry or problem when using the web self-service touchpoint. Uncover the best practices for using the agent chat touchpoint for serThe chat touchpoint is known as the 'safety net' touchpoint for helping customers resolve their inquiry or problem when using the web self-service touchpoint.
Jon Arnold
MARCH 29, 2022
Book reviews are a different kind of writing, and I’m always up for different and creative challenges. First off, this isn’t a review of the whole book - it’s just one chapter, but it’s the one I think my readers will find the most interesting. The back story is part of the review, but here’s the teaser. Today, a long-awaited book was launched, titled Empathy in Action , co-authored by two luminaries from Genesys - Tony Bates and Dr.
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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
Helpware
MARCH 29, 2022
Here is a full-proof mantra for success – change! Yes, change is the only constant thing in the world that guarantees success. Look around and see how quickly we outgrow technology and how our money habits change. Well, rules and regulations are not far behind. Within the blink of an eye, you have a new bill that has the potential to change the course of the stock market and the economy for good.
customer sure
MARCH 29, 2022
As readers of this blog know, I enjoy receiving invitations to leave my feedback. , and having the opportunity to critique others’ surveys. There is a strange phenomenon I’ve seen a few times in recent months in surveys, and some other people I follow on LinkedIn have made the same observation. It’s the gaming of survey design to get better scores. And it seems to be happening more and more often.
Avoxi
MARCH 29, 2022
Swipe Right: 5 Questions to Ask Before Selecting a CPaaS Partner Finding a cloud communications provider is kind of like dating. Knowing the right questions to ask can help you find the right match for your business. Below, we've identified five must-ask questions to narrow down your short-listed providers. CPaaS partner research is similar to… The post Swipe Right: 5 Questions to Ask Before Selecting a CPaaS Partner?
aircall
MARCH 29, 2022
We have officially landed in Berlin! After opening offices in Sydney, Madrid, and London, we’re continuing our ride across the globe by arriving in the German capital. . Our first German office is located in the WeWork Atrium Tower in the heart of Berlin so we can be even closer to our DACH customers and partners. “I can proudly look back on a very talented and committed team of over 30 German native speakers in Paris, who offer our customers and partners an excellent service in German.
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.
Playvox
MARCH 29, 2022
As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. WEM suites are an evolutionary shift — beyond workforce optimization — brought about by the need to take customer service operations to the next level by placing the agent experience at the center.
ConvergeOne
MARCH 29, 2022
This article originally appeared in CIO Dive. Cloud modernization is more than the technology industry's favorite new buzzword. It is a critical process for enhancing operations and taking advantage of the flexibility and range of new possibilities offered by cloud environments. Yet while many organizations are now pushing to move more of their applications and operations to the cloud, only a handful may derive real value in the short- and long-term.
NobelBiz
MARCH 29, 2022
With the growth of digital technologies and the rise of new communication channels, the notion of consumer engagement took a whole new dimension. It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. In the contact center sector, customer engagement is one of the strategic objectives of many companies today.
Injixo
MARCH 29, 2022
Workforce management (WFM) is one of those software application categories that lives or dies depending on integration with other systems. At the most basic level, integration with the automatic call distributor (ACD) or routing platform for contact statistics and agent status is a must. But other integrations can make a dramatic difference to planning outcomes and your ability to collaborate with the wider business.
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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.
Babelforce
MARCH 29, 2022
In this post: What is business intelligence? How does BI relate to contact centers? Here’s how call center BI can impact your business 3 questions to ask when choosing a BI tool Call center BI helps you make data-driven decisions. What is Business Intelligence? Business Intelligence (BI) is the process of using data to generate insights that influence your business strategy.
ClientSuccess
MARCH 29, 2022
Onboarding a new customer is an exciting time. The customer has already decided to move forward with your product or service, and now it’s up to the CSM and onboarding team to kick things off and make the best first impression possible. Whether your team is looking for new ways to spice up and improve your onboarding process or if you’re just starting with onboarding customers and want to get started on the right foot, here are some tips to help you out: Crush your introductions.
LiveVox
MARCH 29, 2022
Growing companies are investing heavily in IT initiatives. About 75% of companies plan to invest in automation technologies such as artificial intelligence and process automation. And for good reason, as 52% of customers revealed that they have made an additional purchase from a company after a positive customer service experience. The post A Guide to IT Ticketing Systems for Call Centers appeared first on Livevox.
ClientSuccess
MARCH 29, 2022
Onboarding a new customer is an exciting time. The customer has already decided to move forward with your product or service, and now it’s up to the CSM and onboarding team to kick things off and make the best first impression possible. Whether your team is looking for new ways to spice up and improve your onboarding process or if you’re just starting with onboarding customers and want to get started on the right foot, here are some tips to help you out: Crush your introductions.
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!
LiveVox
MARCH 29, 2022
Are you researching VoIP providers for your business? Making the switch to a VoIP system can be daunting. There is a lot of information out there and it can be difficult to know where to start. The post VoIP Providers: Everything You Need to Know appeared first on Livevox.
CSM Magazine
MARCH 29, 2022
Running an eCommerce business can be a lot of work. There are so many things to keep track of – inventory, shipping, marketing, etc. But one thing that is often overlooked is customer service. This can be a huge mistake, because customer service is one of the most important aspects of any business. In this article, we will discuss eleven ways that you can provide excellent customer service and create happy customers!
LiveVox
MARCH 29, 2022
Successful businesses invest in customer service software to improve their customer experience. When you look at the numbers, you don’t have to wonder why so many of these companies are prioritizing their customer service software. The post Customer Service Software: The Complete Buyer’s Guide appeared first on Livevox.
Arbeit
MARCH 29, 2022
Whether you are an agent who is unable to do any part of your job, or a manager who is struggling to find ways to keep your team productive and engaged, downtime can be inconvenient - but it's also costing you. The post The 4 Costs Of Unscheduled Downtime In The Debt Collection Industry appeared first on Arbeit -.
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
LiveVox
MARCH 29, 2022
Customer experience management (CXM) is one of the most important practices that a company implements in their contact center. In today’s market, customers rarely base their loyalty on product or price. Instead, they stay loyal to companies based on their experiences. The post Customer Experience Management Is Key in Contact Centers appeared first on Livevox.
NobelBiz
MARCH 29, 2022
With the rise of digital technology and the emergence of new communication channels, the concept of customer interaction has taken on a whole new dimension. It is becoming more common and visible as a result of digital communication platforms that enable multichannel interactions between customers and call centers. This article details, 9 smart strategies that promotes customer engagement for your contact center.
CSM Magazine
MARCH 29, 2022
So you’ve tried a number of approaches to boost staff productivity. Despite the fact that your employees have received internal or external training, their productivity has not increased, despite the fact that you have spent a significant amount of money on it. However, it’s not the end of the world. More than one-third of employees agreed that they are productive for less than 30 hours a week.
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