Thu.Jul 23, 2020

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Healthcare Contact Centers: Readiness ROI and What’s Next

Contact Center Pipeline

WFH… work from home. Everyone knows this acronym by now. Just about everywhere you look, people are “working from home.” Yet, this is not the way it was intended to happen! While many folks at all levels in all industries are working from home, this article focuses on contact center agents within healthcare environments moved […].

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The Big Mistake People Make with AI

Beyond Philosophy

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Trending Sources

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11 Key Sales Metrics and KPIs to Track for Sales Success

JustCall

In sales, relying on your gut can be detrimental. Instead, data-driven decision making is the best way to go. But then the question is: which data should you be paying attention to? In this blog, we'll run you through all the important sales metrics and KPIs you need to assess for optimum results. . Measuring your sales metrics and KPIs is a healthy exercise for improving overall sales performance.

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Customer Care Versus Gossip – Tip #8

Steve DiGioia

The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds). One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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5 Low-Budget Ways to Improve Customer Experience in 2020

Guru

Providing great customer experience is vital in our modern world. A recent survey found that 66% of consumers rate experiences over price when they make a purchasing decision. Now is the time to look at the customer experience you provide and determine how you can spruce it up — even if you are on a tight budget.

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An Undeniable Choice for Current Times: Move your Contact Center Virtual for the Future to Solve Old Problems, Boost Agent Satisfaction and Drive Productivity

SharpenCX

The room is dimly lit, tightly packed, and windowless. The air seems tense. It’s hard to hear above the clatter of keyboards and phones ringing off the hook. Agents juggle phone calls, quickly type out emails and talk down angry callers. We’ve seen the typical call center in TV shows or in movies. This scene makes for good drama, but today contact centers look different. .

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A celebratory toast to customer success, CX innovation and helping others

Talkdesk

There’s an ancient proverb that reads, “If you want happiness for a lifetime, help someone else.” The world’s greatest thinkers, for centuries, have agreed that, at its core, happiness comes from helping other people, and we see evidence of this everywhere today, even in the smallest ways. . In my role as CEO of Talkdesk, I have the opportunity to speak with and hear from hundreds of customers and agents each year.

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Strengthening relationships with customers remotely.

Spearline

The role of a Customer Engagement Manager at Spearline is to build a long-lasting, relationship with the customer, ensuring they have a positive experience with the company, and that they get the most out of our products and services. The role entails having regular contact with customers to get to know them and their organization, allowing us to help them achieve their goals and objectives, focusing on key indicators in their telecoms infrastructure.

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What is a Busy Lamp Field and BLF Extension?

VirtualPBX

Many IP desk phones come with a feature called busy lamp field, or BLF for short. This feature allows for easy spotting of free and busy phone lines within an organization. BLF can be extremely useful for receptionists and individuals who complete a lot of call transfers. It can also be helpful at businesses that see a large volume of internal calls between employees.

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The Open CCaaS Advantage Report

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.

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Call Center Software, Customer Experience as Survival Tools for Small and Medium Businesses (SMBs)

NICE inContact

Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis.

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Powering coaching opportunities with the Agent Impact Score

Tethr

When it comes to the contact center, agent performance is always top-of-mind. The Agent Impact Score (AIS) enables organizations to unlock details on how the specific contributions agents make are tied to business outcomes, addressing many of the problems with traditional QA scorecard-approaches to performance management. QA scorecards as they stand present limitations to CX and customer service leaders.

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Lending Support During COVID-19: How New Credit America Brought a Human Touch to Personal Finance

LiveVox

Even in the most challenging times companies can make life easier for their customers. While other financial institutions provided blanket deferment options in response to the coronavirus pandemic, New Credit America decided to come up with a different approach – one that aligned with its mission to assist consumers with the restoration of their financial […].

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ASUGA Webinar: What’s New in Aspect Unified IP 7.4 SP1?

Aspect

Next week we’re excited to launch Aspect Unified IP 7.4 SP1. If you’d like to learn more about what’s new in this release, join us for the upcoming ASUGA webinar, What’s New in Aspect Unified IP 7.4 SP1. Thursday, August 13, 2020, at 12:00 PM EDT. . You’ll learn about the new features and capabilities that were delivered in our latest release of Aspect Unified IP and Advanced List Management. .

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Why Financial Companies Need Call Recording Software

Return Customer

With the growing rate of fraud and misinformed people being taken advantage of, it is becoming increasingly important to protect customer information. For a financial company of any type, maintaining appropriate documentation is almost a must. Here is how call recording software can help protect your company against these issues. Call Recording Software for the Finance Industry.

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Nuance and Australia’s IAG virtual assistant ‘Arlo the Koala’ wins APAC Stevie® Award

Nuance

This week, Nuance took home another Stevie® Award, this time in the APAC region for our Innovative Use of Technology in Customer Service within the financial services industries for ‘Arlo’, Australian insurer NRMA’s virtual assistant. More than 100 executives around the world judged over 1,000 nominations from APAC organizations in the seventh annual Asia-Pacific Stevie® [.

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Content Moderation : Leveraging Technology to Enhance Performance

24-7 InTouch

In our most recent blog post , we discussed the importance of employee wellness initiatives in the contact center, when it comes to supporting content moderators. In addition to these wellness initiatives, companies should be investing in innovative solutions and technology to enhance overall performance. . PERFORMANCE. One of the biggest challenges that companies and content moderators face is in their ability to hit quality and performance goals.

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New Partnership for Real-Time Insights: eMite

Altivon

Altivon recently partnered with eMite for its real-time insight capabilities. eMite announced our partnership on July 9, 2020 on the eMite blog. Here is what they said: Announcing eMite’s Newest Partner, Altivon. We are excited to announce our new partnership with Altivon, as they are passionate contact center experts who design flexible contact center solutions for today’s objectives and tomorrow’s evolving needs.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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5 Strategies to Improve Your Contact Center Management Software

NobelBiz

Check out how to improve your contact center management software by using 5 easy to implement strategies. The post 5 Strategies to Improve Your Contact Center Management Software appeared first on NobelBiz®.

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Small Business? Here’s How A Help Desk Software Can Help You Deliver Professional Support Like A Big Giant!

Wowdesk Blog

Businesses, whether large or small, require a set of fabricated technology to run smoothly. Along with technology, the support staff is significant to keep the business in shape. However, once in a while this system fails especially when you are loaded with work. Usually, things in larger organizations are quite easy as the helpdesk system is efficient to report an issue, monitor tools, and take the notice further.

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CustomerCount’s Lisa Kobek to feature in third Town Hall

Customercount

Resort Trades Town Hall – New Rules for Owner Communications with Lisa Kobek Date: Thursday, August 13, 2020 Time: 1 pm EST Where: Online at the Resort Trades Learning Center How: Register your complimentary place now Ever since RCI first invented Comment Cards, resort professionals in the vacation ownership business have recognized the value of […].

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How To Keep Service Levels High In A Crisis

Connect

As the immediate chaos of the COVID-19 pandemic eases, most contact centres are reflecting on how they can become more resilient. Is your contact centre ready to weather the next storm?

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Contact Center Dialers Demystified

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.

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How to Be Prepared for Accidents at Work

CSM Magazine

Being involved in an accident is sometimes unavoidable. An accident at work can be devastating and can prevent you from being able to work for some time, thereby reducing your income significantly. Accidents at work, providing they are not your fault, can result in huge settlements being paid. If you have a job that is considered dangerous, then you should always be prepared for an accident to take place at work.

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COVID Needs Both Short & Medium Term Customer Service Strategies

Brainfood

Speed Of Change. During my time working with the Coveo team over the last few months, listening to customer stories during online pizza lunches and reflecting on key themes in these posts, it is the sheer speed of change that hits me the most. Every week is epic. Jam packed with significance. It feels reality has superseded the box set for fast paced drama.

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The Segmented Campus Network

ConvergeOne

Does your network meet all of your needs, or is it the sum product of a series of compromises put in place to meet competing needs for different applications and use cases?

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Zappix Has Launched Its Visual IVR Solution With Two More Customers

Zappix

Zappix has launched its flagship Visual IVR solution for two more customers. Zappix has seen increased demand for its Visual IVR solution in recent months as businesses handle the significant impact of COVID-19 on contact centers.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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The Seven Essential Metrics in Times of Crisis

Brad Cleveland Blog

In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions on using an overall KPI. The article begins: The disruptions that the COVID-19 crisis is bringing to economies around the world is truly unprecedented.

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How to Humanize Your Digital Interactions

Humach

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The Seven Essential Metrics in Times of Crisis

Brad Cleveland Blog

In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions on using an overall KPI. The article begins: The disruptions that the COVID-19 crisis is bringing to economies around the world is truly unprecedented.

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