Callminer

MARCH 9, 2020

Scheduling forms the foundation of every successful call center operation. Ensuring your organization has enough hands on deck at all times keeps callers from waiting too long or abandoning calls altogether before their questions can be answered. However, call center scheduling is much more complex than most other scheduling concerns. This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization.

Best practices 182

Best practices Call Center Analytics Metrics 182

TechSee

MARCH 9, 2020

To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers. Organizations will often ask staff to work from home in order to minimize physical contact and because transportation is limited.

Transportation 136

Transportation Contact Center Consulting Consulting 136

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

Steve DiGioia

MARCH 9, 2020

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away.

Advertising 310

Advertising Sales Feedback Consulting 310

Advertisement

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.

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.

Customer Service 307

Customer Service Chatbots Customer Experience Personalization 307

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. (SmarterCX) The chatbot age is here.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

CX Accelerator

MARCH 9, 2020

Author: Erica Marois Have you ever found yourself in a situation where you didn’t feel like you belonged? Perhaps you’ve felt this way in a work setting. Maybe you’ve been sitting at a boardroom table feeling unprepared, overwhelmed, and out of your league. Or perhaps you’ve just started a new job, and you’re second-guessing that you can do the work.

Advertising 182

Advertising Contact Center Management Customer Experience 182

Concentrix

MARCH 9, 2020

CUSTOMER magazine award recognizes innovative customer experience technology solutions TMC announced today the winners of the 2020 CUSTOMER Products of the Year Award, presented by CUSTOMER magazine. The award highlights products which enable clients to meet and exceed the expectations of their customers. “Every year I am so impressed by each winning company’s dedication to quality in.

Technology 121

Technology Customer Experience 121

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few if them from a customer communication / customer service perspective.

Airlines 106

Airlines Customer Service Personalization 106

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

Aspect

MARCH 9, 2020

A couple of years ago, I went to Mexico for a wedding. I had a great time, many frozen daiquiris, and, (unrelated to the daiquiri consumption) my credit card number swiped. A side effect of Cabo San Lucas I thought. But it turns out that that credit card was connected to several things that I wasn’t even tracking including a monthly charitable donation and an auto-pay arrangement for my electric bill.

Customer Experience 104

Customer Experience Accountability Customer Care Marketing 104

ClientSuccess

MARCH 9, 2020

When many of us in the business world (yes, even those of us in customer-facing roles) hear the phrases ‘Customer Success’ and ‘Customer Experience’, we often think of them as interchangeable. After all, don’t they both deal with engaging customers? As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

Spearline

MARCH 9, 2020

Fixed-line capacity increases in Puerto Rico. Here at Spearline, our goal is to replicate your customers' call experience. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are delighted to announce that we have increased fixed-line capacity in Puerto Rico by opening up more routes with telecoms carrier, WorldNET.

Telecommunications 93

Telecommunications Enterprise Technology Management 93

Customer Experience Matters

MARCH 9, 2020

Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters.

Management 86

Management Customer Experience 86

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

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few of them from a customer communication / customer service perspective.

Airlines 62

Airlines Customer Service Personalization 62

DMG Consulting

MARCH 9, 2020

For most companies, putting contact center systems and applications in the cloud, whether public or private, is the way to go. The benefits of cloud-based solutions are clear – small up-front investments, ease of provisioning, ability to scale up and down and paying only for what you use, easy access to contact center experts to help with the implementation and ongoing operations, continuous access to all updates at no or low cost, and increasingly “one throat to choke.” .

Contact Center 62

Contact Center Virtual Agent Self service 62

TeleDirect

MARCH 9, 2020

Set up your call center agent desks’ for optimal success! Take a look at the interactive image below to learn more about how you can help your agents meet their goals in a practical and productive environment. The post How To Set Up Your Desk For Your Best Day At Work appeared first on TeleDirect.

Call Center 62

Call Center 62

Call Design

MARCH 9, 2020

Call Design shares the concerns of the community regarding the human impact of the Coronavirus (COVID-19) and the potential implications of an outbreak. We continue to follow advice and recommendations posted by the Australian Government. Call Design is well positioned to manage any significant or disruptive events that may impact operations with existing business continuity plans, covering our distributed geography and the technology we use.

Government 60

Government Education Accountability Technology 60

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

DMG Consulting

MARCH 9, 2020

Tips for Mitigating the Impact of Pandemics on Contact Centers. 2/14/2020. By Donna Fluss. View this document on the publisher’s website. Companies in general, and contact centers and other service organizations in particular, need to be prepared to keep operating, even if their region is stricken by a pandemic. Many companies have disaster recovery (DR) and business continuity (BC) plans that address how to operate if one or a few sites and offices go down or there is a massive failure in

Contact Center 59

Contact Center Healthcare Transportation Self service 59

Call Design

MARCH 9, 2020

Call Design shares the concerns of the community regarding the human impact of the Coronavirus (COVID-19) and the potential implications of an outbreak. We continue to follow advice and recommendations posted by the Australian Government. Call Design is well positioned to manage any significant or disruptive events that may impact operations with existing business continuity plans, covering our distributed geography and the technology we use.

Government 60

Government Education Accountability Technology 60

Playvox

MARCH 9, 2020

Throughout the course of the COVID-19 pandemic, many companies have been forced to reevaluate the culture of their workplace, prioritizing the most important aspects: health and safety. In efforts to keep the members of their teams safe, contact centers closed their physical doors and agents began to work remotely. Although managers may have scrambled to assemble work from home (WFH) teams initially, reports showed productivity levels increased.

Call Center 52

Call Center Contact Center Management 52

Hero Digital

MARCH 9, 2020

Remember the days when getting your hands on anonymous data from shopper loyalty cards was considered revolutionary? Over the last decade, marketers refined their strategy, becoming hyperfocused on account-based marketing (ABM) and genuine “personalization” of audiences. This evolution of personalization across B2B and B2C initially started with handcrafted campaigns, eventually leading to mass campaigns, customizations, and now sophisticated omnichannel experiences.

Personalization 52

Personalization Technology B2C B2B 52

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!

Feedback

Playvox

MARCH 9, 2020

Work from home programs have become an appealing option for call center agents. Even with the benefits, there are several challenges that call centers must work through that cause some hesitation or rejection. Yet, these problems are not impossible to overcome when making managing or making the transition.

Call Center 52

Call Center Management 52

Altivon

MARCH 9, 2020

Artificial Intelligence (AI) is the next wave of the customer experience revolution. The first waves took time, as customers invested in Internet access and mobile devices. This wave is moving fast, because there are no more barriers to adoption from the customer’s perspective. Now the expectation is that every interaction will be like the best interactions they’ve already had with Amazon, Netflix and Google.

Customer Experience 52

Customer Experience Virtual Agent Analytics Personalization 52

ChaseData

MARCH 9, 2020

April fifteenth is just around the corner. Is your contact center ready? This is the question on many minds of call center managers as they work toward readying their staff and their center for the often-dreaded tax deadline. This year, though, that deadline doesn’t have to spell doom - or even stress - for your center. Prepare your call center for tax time with these tips and be ready when Uncle Sam asks for their cut.

Call Center 52

Call Center Contact Center Management 52

Creative Virtual

MARCH 9, 2020

By Rachel F Freeman, Operations Director. Accolades and list rankings can never be taken for granted no matter how often a company appears on industry recognised lists or is selected for voter’s choice awards. Indeed, even direct positive customer reviews and feedback should be treasured as unique and appreciated even if hundreds or thousands are received, because one bad experience wipes out scores of positive comments.

Self service 52

Self service Chatbots Feedback Enterprise 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

MARCH 9, 2020

For some people, a job is there to serve one purpose – to earn money that can be used to cover bills and fund the more enjoyable purchases. However, for those driven in their careers and development, there are many reasons why a job is beneficial and why they are motivated to get up each morning to go to work. The average person is estimated to spend over 90,000 hours in their lifetime at work and so may need some motivation along the way – especially on a Monday morning.

Personalization 52

Personalization Management Customer Service 52

Advantage Communications

MARCH 9, 2020

62 percent of customers, according to a study from American Express , believe that service insight and knowledge is essential to a good customer service experience.

Customer Service 52

Customer Service Contact Center 52

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. 2/18/2020. Artificial intelligence, machine learning and predictive analytics ushering in a new era of servicing. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Optimization Product and Market Report.

Consulting 48

Consulting Consulting Marketing Contact Center 48