Contact Center Pipeline
DECEMBER 17, 2020
How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives. Google the term “employee engagement” and you’ll get 347 million results in less than one second, so it’s safe to say this is a topic […].
Myra Golden Media
DECEMBER 17, 2020
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ProProfs Blog
DECEMBER 17, 2020
Ever wondered how challenging it must be for your operators to handle multiple chats at the same time? What if they make a mistake while managing multiple chats or one of their responses prompts the visitor to leave the website before getting a solution? These are some pressing questions that need your immediate attention. Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can
Fonolo
DECEMBER 17, 2020
Dangling calls, Queues are stalled. What’s taking you so long? I just want to know why you. have got my order wrong. Hour two, why have you. abandoned my concerns? Why am I still wasting time? When will they ever learn? Dashing through the day. With my phone stuck to my ear. Endless songs on loop. I pray the end is near. I just want support. For the product that I bought.
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.
Concentrix
DECEMBER 17, 2020
Comparably recognizes Concentrix with Best Companies for Women, Best Companies for Diversity, and Best Company Culture award wins Every year, Comparably recognizes the businesses and leaders that go the extra mile to ensure their organization is the best company for people to work for. Four different awards are released each quarter, culminating in the biggest.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
DECEMBER 17, 2020
Concentrix Recognized for Security Excellence The 10th annual DSCI Excellence Awards were presented as part of the 15th edition of the Annual Information Security Summit (AISS). Judges recognized Concentrix’ Rishi Rajpal as Security Leader of the Year. This is the 4th time Concentrix has been recognized for its best-in-class cybersecurity practices both within and outside.
CSM Magazine
DECEMBER 17, 2020
Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. I’ve made literally thousands of calls over the years and – since I pay particular attention to customer communication – I’ve created a list of Top 10 Telephone Turnoffs.
Nicereply
DECEMBER 17, 2020
What if there was a way to drive more value by making a few changes to how you service your existing customers post-sale? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Our customers come to us because we provide them value through the solutions we sell. Across the software industry, there are plenty of theories on how to increase software value, stickiness, and sell to wider audiences.
Nuance
DECEMBER 17, 2020
Hope is in the air as the first trucks loaded with COVID vaccines pulled out of production plants in Michigan and began delivering supplies to pharmacies and healthcare facilities nationwide. It was an important milestone in Operation Warp Speed’s successful public-private collaboration to bring a desperately needed vaccine to market quickly. It also marked the [.
Advertisement
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.
VirtualPBX
DECEMBER 17, 2020
Today’s guest post was submitted by Stevie Nicks at Just Another Magazine , an online magazine that covers lifestyle topics. As of December 2020, many of us are now nine months into working remotely. Despite this, only a few of us have really mastered the art. Sure we enjoy the extra half hour in bed, we’ve had time to conquer the coffee machine and we can finally make those healthy lunches we craved after five supermarket sandwiches in a row, but the question still remains — are we as pro
UJET
DECEMBER 17, 2020
Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced
Playvox
DECEMBER 17, 2020
Over the past several years, Playvox has grown rapidly. In that time, we have serviced hundreds of companies encompassing dozens of industries around the globe, emerging as the leader in digital-first call center quality assurance.
UJET
DECEMBER 17, 2020
Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced
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
DECEMBER 17, 2020
Using a data-driven approach to develop your CX best practices ensures you’re both being practical and working from the customer’s biggest needs as you craft your support strategy. Consider these 9 CX best practices rooted in data as you develop your inbound support systems. 1. 1 in 3 customers will walk away after just one […]. The post Inbound Customer Service Best Practices Backed by Data appeared first on Livevox.
BlueOcean
DECEMBER 17, 2020
A Case Study in Strategic Partnership. We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. We enjoy the freedom they grant us in being able to creatively take on new challenges and goals. Read on to discover how we: Achieved a 96% success rate of a two-hour delivery window.
PeopleMetrics
DECEMBER 17, 2020
Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? In this edition of PeopleMetrics LIVE!, we provided some practical tips and guidance for what you and your team should be planning for NOW in order to deliver the best possible customer experience (CX) in 2021.
Hodusoft
DECEMBER 17, 2020
In order to provide superior customer service and enhance customer satisfaction, businesses need to have a seamless call center operation. With the help of a call center, businesses can easily track, monitor, manage, and route phone calls. However, businesses that deal with a large volume of calls must employ sophisticated call center software to manage their daily operations.
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.
Vcaretec
DECEMBER 17, 2020
The decision to outsource call center support is a big one. After all, call center representatives will be interacting with your customers directly. They need to represent your business confidently and effectively, and they need to do everything they can to resolve customer issues before leaving them with a positive impression of your business. Fortunately, there are many companies out there ((v)WeCare among them) that can handle call center support wonderfully.
CSM Magazine
DECEMBER 17, 2020
Customer service has always been an essential factor for businesses in every industry, but it’s now more vital than ever before. The accessibility to a broader range of competitors online has meant that in order to succeed, your customer service really needs to stand out. With sites such as Trustpilot offering the ability for customers to leave feedback and reviews , delivering poor service in the modern world has consequences.
Talkdesk
DECEMBER 17, 2020
As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints.
Maru Group
DECEMBER 17, 2020
By Sharan Duggal, Vice President Research, Financial Services | December 17, 2020 Maru’s MoneyScreen interactive payments innovation platform evaluates consumer perceptions of payment concepts, both traditional and groundbreaking, that may or may not be in-market yet. This tracker helps us, and our clients, assess and keep a pulse on how the payments world is constantly innovating, and which payment methods or brands are resonating with consumers.
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.
Call Experts
DECEMBER 17, 2020
Communication is a pillar of success in business. If you cannot communicate effectively, you will lose essential customers and never acquire new customers who can change your business. Poor communication fosters negative customer experiences, misinformed decision-making, unorganized processes for your team, and always frustrates customers. Protect your brand and prioritize communication with your customers and team. .
CSM Practice
DECEMBER 17, 2020
Improving CX customer service is a challenge for many companies, and the number of organizations that are doing this is growing daily. Many people think that it’s not worth the effort to improve customer service or too hard to do it. The truth is that enhancing CX customer service can change the way your business operates and how well your customer relations operate.
Maru Group
DECEMBER 17, 2020
Maru/Matchbox’s MoneyScreen interactive payments innovation platform evaluates consumer perceptions of payment concepts, both traditional and groundbreaking, that may or may not be in-market yet. This tracker helps us, and our clients, assess and keep a pulse on how the payments world is constantly innovating, and which payment methods or brands are resonating with consumers.
C Space
DECEMBER 17, 2020
Episode 17. 2020 “In” Review. We look inside ourselves for what breaks through. 2020 “In” Review. In March of 2020, we launched “Customer, Now” as an exploration with 504 people in China, Germany, India, Japan, UK and the US, to understand how people’s lives are changing amidst the new realities thrust upon us in 2020. As a study of humanity, COVID-19 created the context of the world’s biggest deprivation study – having forced people everywhere to spend time without.
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.
NobelBiz
DECEMBER 17, 2020
Steve Bederman joins the Benchmark Portal Podcast - hosted by Bruce Belfiore - for a eye opening discussion about the future of the contact center industry in 2021, and how can the omnichannel method help businesses thrive in the new economic environment. The post How 2021 Looks for Contact Centers? | With Steve Bederman appeared first on NobelBiz®.
LiveVox
DECEMBER 17, 2020
The telecommunication industry has always been on the cusp of change and 2020 has been a year that’s amplified that position. It is ever evolving just as every aspect of the way humans communicate is. Our language, the medium we use to convey a message, our speaking style, even body language is ever-changing. The top […]. The post Top Challenges in Telecom appeared first on Livevox.
CSM Magazine
DECEMBER 17, 2020
What does time mean to you? Whether you are an adult or a schoolchild, whether you are a businessman or a regular worker, whether you are at the very beginning of your career path or already an established specialist – in any case, time is your most valuable asset. And you should treat it accordingly. Although we hear a lot about it, most of us only realize the value of time when we’ve already wasted too much of it.
Expert insights. Personalized for you.
195 
Let's personalize your content