Contact Center Pipeline

OCTOBER 20, 2020

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that emerge from the crisis understaffed may find that their previous hiring profiles do not apply to a mostly work-from-home environment. Emotional intelligence skills are also in higher demand as callers require […].

Analytics 173

Analytics Contact Center Feedback Call Center 173

Fonolo

OCTOBER 20, 2020

Shrinking budgets, growing attrition, and a scramble to deliver safe and secure working environments. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Do you remember back in March when we were all going around saying, “When this is all over…?” and everyone had a weekend booked full of pub quizzes?

Contact Center 126

Contact Center Coaching Education Analytics 126

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.

Customer Experience 84

Customer Experience Education Customer centricity Metrics 84

Peter Lavers

OCTOBER 20, 2020

Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here.

Customer centricity 130

Customer centricity Analytics Customer Experience 130

Advertisement

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

Surveys

Nexmo

OCTOBER 20, 2020

The fundamental building block of any Interactive Voice Response (IVR) system is handling input. There are generally two types of input that you can take programmatically from a Public Switched Telephone Network (PSTN), both of which are supported by Vonage: Dual-Tone Multi-Frequency (DTMF) —these are input events collected from your user’s handset.

Interactive Voice Response 96

Interactive Voice Response APIs Construction Accountability 96

Edify

OCTOBER 20, 2020

Our world and our lives as we knew them changed overnight, with little to no warning. Whether it's working from home, curbside pickup, or wearing a mask in a store or restaurant, things are dramatically different in the COVID-19 world. Now that companies and customers are settling into a whole new way of living and working (what has become the "new normal"), how do we keep business momentum moving?

Employee engagement 94

Employee engagement Customer Experience 94

Call Design

OCTOBER 20, 2020

Many employees in multiple industries are equipped with the right tools to work from home without hesitation. While it’s an easy shift for those companies, not everyone has the same luxury. Contact centres are facing a huge obstacle as they continue to struggle to provide effective WFH solutions for their remote agents. Providing your employees with the tools they need to work from home requires flexibility, resources and a fair bit of trust.

Surveys 78

Surveys Consulting Consulting Feedback 78

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to succeed. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Government 82

Government Coaching Self service Analytics 82

Concentrix

OCTOBER 20, 2020

Learn ways to act now to save your brand from negative consumer sentiment. The post Survival and Growth in Times of Crisis: What CX Leaders Can Do Now appeared first on Concentrix.

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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.

Customer Experience

Customercount

OCTOBER 20, 2020

CustomerCount's On-Site Service Request Web App provides resorts with real-time alerts to meet the immediate needs of their guests using their smartphones. The post On-Site Service Request Web App improves your CX appeared first on CustomerCount.

Employee engagement 59

Employee engagement Management Customer Service Customer Experience 59

ClientSuccess

OCTOBER 20, 2020

In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. Customer success departments were truly put through the ringer this year, with some teams dealing with an incredible amount of uncertainty, change, and, unfortunately, customer churn. 2021 Customer Suc

SaaS 59

SaaS Accountability Management Sales 59

LiveVox

OCTOBER 20, 2020

Your customer service conversations are a gold mine of insights that can flag important issues, drive new product developments and help you continuously improve your customer experience. As your volume of conversations grows, however, it becomes increasingly difficult to capture those nuggets of wisdom from every individual call. Screen recording software for contact centers is […].

Contact Center 54

Contact Center Customer Experience Customer Service 54

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to succeed. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Government 52

Government Coaching Self service Analytics 52

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.

Self service

ScreenSteps Call Center

OCTOBER 20, 2020

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps.

Call Center 52

Call Center 52

CSM Magazine

OCTOBER 20, 2020

Today, going global is an extremely important part of doing business, regardless of what exactly you do or where you are located. Internationalization has a large number of benefits , some of which are a higher audience reach, stronger potential, and greater revenue. This notion is strengthened even further by the number of companies that are expanding their business overseas.

Advertising 52

Advertising Marketing Customer Support Personalization 52

Influitive

OCTOBER 20, 2020

CS and CX professionals know better than anyone that having clean, up-to-date and actionable customer data is often the difference between a truly personalized customer journey and a sloppy one-size-fits-all attempt at it. Collecting customer data should be easy. And once you have it, it should be just as easy to leverage it to engage […]. The post Influitive’s Custom Profile Fields Take Personalization to the Next Level appeared first on Influitive.

Personalization 52

Personalization Best practices 52

Spearline

OCTOBER 20, 2020

"In the event of a service interruption, Spearline's alerts notify our regional NOC teams in real time, with call detail records included, to expedite the mean time to restore service." Helen Scahill. Service Delivery Manager, Intel. Many large organizations that have local access and toll-free service numbers across the United States and Canada could potentially be handling millions of calls every day from customers and prospects.

Telecommunications 52

Telecommunications industry standards Benchmark Metrics 52

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

Journey mapping

CSM Magazine

OCTOBER 20, 2020

In today’s world, customer expectations are extremely high and going cloud-native within the business is one of the most effective ways to make sure those expectations are met and even surpassed. Customers are no longer willing or able to remain on hold to customer service lines for long periods and the want and need for more instant services is crucial.

Customer Experience 52

Customer Experience Entertainment Enterprise Customer Service 52

Skybridge

OCTOBER 20, 2020

Cooped-up customers say they’re ready to spend, big, online this season. Are you – and everyone on your team – ready to make their brand experience a merry and memorable one? . If you’re looking to your plans and experiences from holidays past, you’re probably not. I don’t say that only because your sales – and customer call volumes – are very likely to go through the roof this year.

B2C 52

B2C Sales Marketing Personalization 52

Table

OCTOBER 20, 2020

Email is a tried-and-tested way to stay in touch. But is it time to move on? In this article, we'll explain how email can hurt your efforts to deliver an exceptional Customer Experience. We'll also share some better ways to meet the changing needs of your customers. The post Is email hurting your Customer Experience (CX)? appeared first on TABLE CX - Amazing Customer Experience Software.

Customer Experience 52

Customer Experience 52

CSM Magazine

OCTOBER 20, 2020

Enterprise digital transformation consultancy ECS today announced a cluster of contact centre transformation engagements with some of the UK’s leading organisations. The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. The full roster of clients also includes ECS’s flagship Amazon Connect deployments at RBS, which began in 2018.

Engineering 52

Engineering Consulting Consulting Enterprise 52

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.

Contact Center

Chip Bell

OCTOBER 20, 2020

Check out the photo of this bearded iris in my side yard. Poet John Keats reminded us that “A thing of beauty is a joy forever.” I have a friend who grew up in the U.K. His two favorite superlatives are “beautiful” and “brilliant.” And, his labels have little to do with prettiness or with smarts, but everything to do with awesome. So, how would your customers characterize their experiences with your unit or organization?

Customer Experience 51

Customer Experience Customer Service 51

CSM Magazine

OCTOBER 20, 2020

Registration is now open for the next Reuters Events Customer Service webinar: ‘Reduce Cost By Connecting With Your Customers More Easily’. Hear from a Global VP at DHL, a telecoms expert and a CX leader. Register for FREE to join live or pre-order the recording! Providing world class service is worthless if you cannot reach your customer in their time of need.

Consulting 52

Consulting Consulting Customer Service 52

Strikedeck

OCTOBER 20, 2020

Vincent Manlapaz, in an interview with Daniel Ross, talks about the importance of human interaction in business relationships: for without it, sustainability, growth, and success are not easy to achieve.

Customer advocacy 40

Customer advocacy SaaS Customer Experience 40

ChurnZero

OCTOBER 20, 2020

This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. There has been a seismic shift in terms of how organizations are making the transition to structuring their customer teams to focus on Customer Success and Customer Service separately. Traditionally, this wasn’t the case prior to the maturity of Customer Success as a capability. .

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

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.

Journey mapping

Knowmax

OCTOBER 20, 2020

Call Center Best Practices: Customers matter the most.

Best practices 52

Best practices Call Center Scripts Feedback 52

Totango

OCTOBER 20, 2020

Hi, We have finally virtually arrived in Fiji and I am excited to spend from now until the end of 2020 there. I am so excited to fill you in on what we have been working on. Our Fiji product releases will focus on a plethora of usability enhancements and more tools than ever to help you drive effective digital engagement which we all know is so crucial these days.

Accountability 13

Accountability Best practices Enterprise Feedback 13

Knowmax

OCTOBER 20, 2020

The essentials of customer service etiquette.

Customer Service 52

Customer Service Scripts Call Center Customer Experience 52