Contact Center Pipeline
APRIL 22, 2021
2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A raging global pandemic accelerated the transition to digital technology and cloud solutions, permanently altered consumer behavior and expectations, sped up the move to a work-from-home model, and emphasized the demand for […].
Steve DiGioia
APRIL 22, 2021
Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it. But what happens when the boss isn’t around? What do the employees do?
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Myra Golden Media
APRIL 22, 2021
This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules, when they need a graceful exit, and more. (All you’ll have to do is print (or just save) my guide and walk your team through the phrases!).
SharpenCX
APRIL 22, 2021
Angry customers consume the majority of your agents’ time at work. Turns out, 75% of customers believe it takes too long to reach a live agent. And another one-third of customers find phone support the most annoying service channel. So more often than not, when customers reach out for help, they’re already fuming by the time they reach an agent. These angry customers leave an imprint on you and your agents.
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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.
Avoxi
APRIL 22, 2021
Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform Caribbean Airlines relies on AVOXI’s global communications software to effectively manage their inbound reservations, connecting their North American and Canadian customers with agents in their Trinidad and Tobago call center. The airline also utilizes AVOXI’s extensive international coverage to better connect with customers in… The post Caribbean Airlines Finds Contact Center Paradise with AVOXI’s
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
kommunicate
APRIL 22, 2021
One of my cousins just graduated from high school and was looking for some career advice. He told me about an experience he had on Facebook when he set out to understand what to consider as a career. He came across a university page and decided to have an interaction with a messenger bot. It [.]. The post How to Build Chatbot for Facebook? appeared first on Kommunicate Blog.
Spearline
APRIL 22, 2021
With a data set of hundreds of millions of data points across 2020, our global inbound voice call testing allows us to glean unique insights. We looked at the results of test calls placed in each of the 49 countries selected for analysis and this report highlights the poorest and best-performing countries for both connectivity and audio quality. Discover in our updated whitepaper the highest and lowest performing countries for connectivity, audio quality, and post-dial delay (PDD).
Comm100
APRIL 22, 2021
By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.
VirtualPBX
APRIL 22, 2021
This is the final chapter of our e-book, Managing Remote Teams. We want to share some important remote work resources with you. Although we can’t hope to list all the tools all our employees use every day, we have listed in Chapter 7 an extensive collection of important tools to both individuals and the entire VirtualPBX company. Our vast cabinet of experience points us individually in the right directions, and as a company, we have thrived by making good choices with our remote work tools.
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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
Toister Performance Solutions
APRIL 22, 2021
Customer service managers write a lot of procedures. The big challenge is getting employees to follow them. Employees forget. They get confused. Sometimes, they just don't wanna. This creates consequences. Customer experience becomes inconsistent. Service quality erodes. The manager has to spend extra time fixing problems. There is a simple solution.
OrecX
APRIL 22, 2021
According to techtarget.com, “Data gravity is the ability of a body of data to attract applications, services and other data.”. In the world of contact center voice interactions, captured voice data has greater value when it can be shared in real time with transcription and speech analytics applications and then combined with ACD, IVR and CRM data. If your audio capture solution is closed and proprietary, it can affect the velocit y at which you can access, share and activate your data to uncove
Ansafone
APRIL 22, 2021
Gartner, a research and advisory company, has found that businesses are now starting to prepare for how they will run things after the Covid-19 pandemic. Many of these businesses find that they now have a new kind of challenge to handle. They need to manage a new hybrid workforce with some of the employees coming … As COVID-19 Restrictions Lessen, Is Remote Work here to Stay?
Talkdesk
APRIL 22, 2021
How Aspiration is disrupting the financial industry and building a better world for us all. Fifty-one years ago, on April 22, 1970, the first Earth Day took place, with over 20 million Americans demonstrating in cities across the country. . Former Senator Gaylord Nelson (Wisconsin) created Earth Day to drive awareness of the lack of legal and regulatory mechanisms to protect the environment.
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.
Joe Rawlinson
APRIL 22, 2021
If you run a business, then you know the importance of having a strong communication system. Unfortunately, a lot of companies have problems with their phone service. If you are looking for a new phone service, you want to minimize your chances of suffering serious problems. What are some of the most problems companies have with their business phone service?
aircall
APRIL 22, 2021
The right data at the right time makes a world of difference for your sales and support agents — that is, when they can find it easily. But when a customer’s email address is recorded in one program and their phone number in another, it’s not an efficient way to serve customers. Data is the most valuable when records are clear, accessible, consistent, and complete.
Avoxi
APRIL 22, 2021
What is a Session Border Controller (SBC)? We don’t need to tell you that the COVID-19 pandemic changed the way businesses do business forever- you already know that. Unified communications was a leading reason organizations were able to thrive while working from home. Practically overnight, team members needed the ability to collaborate, message, video conference… The post What is a Session Border Controller (SBC)?
Nuance
APRIL 22, 2021
April is National Volunteer Month and this week is Earth Day, and what better way to honor them than picking up trash in a local park? My husband and I both work at Nuance, and we decided to take some of our Nuance Cares program Volunteer Time Off (“VTO”) together with our 11-year-old son on a gorgeous spring day. Cleaning up litter reminded me of an Easter egg hunt – only instead of searching for pretty little eggs, [.
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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.
Maru Group
APRIL 22, 2021
By Vik Sood, Senior Vice President, & Patrick Tillman, Senior Research Manager, Consumer Goods and Services | April 22, 2021. Continuing with our 3-part series on HENRYs, those High Earners who are Not Rich Yet, we discuss a topic that appears close to the hearts of this group – Travel. Using our proprietary software, Maru/HUB , we studied this niche group in the US through Maru’s Instant Qualitative environment.
TMP Direct
APRIL 22, 2021
Call centers have leveraged advanced technology for decades. As nascent applications in artificial intelligence gained traction in the 2000s, call centers were more focused on using tech to reduce costs than they were on improving customer experience. It’s no surprise that the market for call-center AI technology is expected to increase from $800 million in 2019 to $2.8 billion by 2024.
Hodusoft
APRIL 22, 2021
The COVID-19 pandemic has badly affected every part of our life. Millions of people throughout the world are facing disastrous challenges including financial, health, emotional, and more related to the COVID-19 pandemic. This outbreak has affected almost all the industries and healthcare is among one of them. The way people used to access healthcare facilities has changed drastically.
kommunicate
APRIL 22, 2021
This era of business is led by customer experience. You can not afford to put a foot wrong while it comes to customer service nowadays. With the availability of a plethora of competition, customers are ready to jump ship with the slightest dip in their experience. According to Microsoft, 90% of customers continue to place [.]. The post How to Reduce Customer Service Queries appeared first on Kommunicate Blog.
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!
CSM Magazine
APRIL 22, 2021
Planning an event and organising a social gathering is an incredibly exciting thing. Life is nothing without the people in it and getting together as groups whether it be for personal or professional reasons, is massively important for a number of different reasons. As guests we arrive at an event with everything laid out, things are clean-cut and everyone is ready to go.
kommunicate
APRIL 22, 2021
One of my cousins just graduated from high school and was looking for some career advice. He told me about an experience he had on Facebook when he set out to understand what to consider as a career. He came across a university page and decided to have an interaction with a messenger bot. It [.]. The post How to Build Chatbot for Facebook? appeared first on Kommunicate Blog.
LiveVox
APRIL 22, 2021
This month, we’re rolling up our sleeves to celebrate the beauty of our planet across our global locations with a few group volunteer activities. Earth Day 2021: We’re Rolling Up Our Sleeves for a Greener Future for Our People & Planet It’s April and we’re celebrating Earth Day with a few volunteer initiatives across our […]. The post Earth Day 2021: We’re Rolling Up Our Sleeves for a Greener Future for Our People & Planet appeared first on Livevox.
kommunicate
APRIL 22, 2021
This era of business is led by customer experience. You can not afford to put a foot wrong while it comes to customer service nowadays. With the availability of a plethora of competition, customers are ready to jump ship with the slightest dip in their experience. According to Microsoft, 90% of customers continue to place [.]. The post How to Reduce Customer Service Queries appeared first on Kommunicate Blog.
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
CSM Magazine
APRIL 22, 2021
Delivering a great customer experience (CX) is the ultimate aim of contact centres but how do organisations stand out from the crowd? In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. . CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic.
Call Experts
APRIL 22, 2021
Employee attendance data, tracking, and management are a problem for many organizations. Today, to manage your team, you must integrate the most powerful tools that can support the needs and questions of your management and team members. . Do you know how much absences cost your business? . Does your team have the employee attendance data they need to make decisions?
CSM Magazine
APRIL 22, 2021
Still not sure why the wellbeing of your employees matters to the wellbeing of your business? We have five reasons why you Should care. Keep reading below to find out why your team’s wellbeing is a key factor for a thriving business. . The importance of employees in the workplace has come a long way over the past couple of decades. Today, the modern workplace is a very different place than it used to be , say, 30-40 years ago, in terms of how valued the employees are.
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