Talkdesk
APRIL 14, 2020
Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. The healthcare sector, government sector and e-commerce business owners are seeing a spike in their inbound calls, but contact centers are traditionally staffed with dozens to thousands of agents working in the office.
Babelforce
APRIL 14, 2020
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call again later. Worst case scenario? Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for?
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Inbenta
APRIL 14, 2020
Why transform your customer journey? The customer journey refers to the entire path a prospect follows when interacting with you. Another definition of the customer journey could be the succession of stages from the moment a prospect identifies a need, up to the moment he becomes a customer of yours. Nowadays, digital technology plays an increasingly important role in the lives of consumers.
ShepHyken
APRIL 14, 2020
Working Remotely in Times of Crisis. How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. Shep Hyken interviews Daniel Ramsey, CEO of MyOutDesk. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Top Takeaways: These are strange and unprecedented times.
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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.
Contact Center Pipeline
APRIL 14, 2020
When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent. Or they might get a specific answer the first time around from the agent or self-service system. Such precision is the […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
APRIL 14, 2020
Voice user interfaces, voice search, voice-based user experience, and more are transforming the world around us. Voice interaction is a major focal area for technology and process development and it’s all about making life easier. With voice interaction, the user or customer bypasses any need to read, type, or think, which are all requirements of typical screen and keyboard style interfaces.
Fonolo
APRIL 14, 2020
At the moment, many call centers are faced with a torrent of unexpected demand. At Fonolo, we are watching our customers cope in real-time with this demand, with vary degrees of success. For our banking customers, demand is related to payment deferrals, emergency loans, etc. For our partners in the travel and hospitality sectors, it’s floods of cancellations and rescheduling.
Nicereply
APRIL 14, 2020
The organization not only collects data to help make these key observations, but they embed it into their ticket management tool making it accessible to the support agents. Today in tech, data is plentiful. Companies and products are gathering information constantly. Customer Relationship Management (CRM), Customer Success, and Case Management tools have become business-critical metadata containers for every type of company, and Voice of Customer feedback is starting to take on a more prominent
Babelforce
APRIL 14, 2020
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call again later. Worst case scenario? Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for?
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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
OrecX
APRIL 14, 2020
Speech analytics relies on spoken word transcription (from recorded calls) of the customer and the agent to arm contact centers with customer intelligence such as buying behavior, competitive insight and so on. What many don’t realize is that when it comes to the transcription engine, ‘garbage in equals garbage out’. That is, if the engine cannot clearly distinguish what is being said by each party, it cannot accurately transcribe the conversation and yield usable intelligence.
Babelforce
APRIL 14, 2020
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call again later. Worst case scenario? Negative social media, terrible feedback and a lost customer. Luckily, when it comes to reducing call abandonment, your contact center has options… In this post: What abandon rate should you aim for?
Concentrix
APRIL 14, 2020
Meet ConcentrixCX, our industry-leading VOC platform. The post ConcentrixCX: Unleash the Power of Feedback appeared first on Concentrix.
ChurnZero
APRIL 14, 2020
This is a guest blog post by Alexa Drake from G2. No matter if you’re an associate or a CEO, you know how important the relationship you have with your customer is. . All business models rely on one thing: the people who like your product or service, buy it, and keep your company afloat. The rapport you keep with your customers is mission-critical to the success of your business.
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.
ForeSee
APRIL 14, 2020
How your business deals with customer struggles on digital channels right now is vitally important. Our recent webinar with Virginia Lottery provided insights relevant to any organization that aspires to.
Tethr
APRIL 14, 2020
As COVID-19 continues to circulate around the world, fraudsters are taking advantage of the panic to spread scams. A huge percentage of the U.S. workforce has transitioned to work-from-home roles, and as a result, companies are at more risk than ever before of falling victim to these hoaxes. Practicing prudence during the pandemic. The Federal Trade Commission (FTC) has already received approximately 16,800 consumer complaints related to the outbreak , including 9,400 about Coronavirus fraud.
Guru
APRIL 14, 2020
What is Sales Effectiveness? Sales effectiveness is how well your teams use the tools available to achieve sales goals along the entire buyer journey continuum. The processes built around your sales effectiveness strategy will drive revenue. Having this expertise right at their fingertips allows your reps to add value to every sales cycle, which is one of the best ways a rep can increase their win ratio and improve their sales effectiveness.
Alorica
APRIL 14, 2020
CARSON CITY, NV – The Nevada Department of Employment, Training and Rehabilitation (DETR) will open a new Unemployment Insurance (UI) call center tomorrow, April 15, 2020 to help assist claimants with general questions related to the unemployment insurance filing process. The agency is partnering with global customer service provider Alorica to manage the inquiries and anticipates that Alorica’s.
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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.
Concentrix
APRIL 14, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, countries are continuing to extend national lockdown periods amid various drops in COVID-19 cases. The following is a roundup of key events that have happened around the world in the last 24 hours. Global update: World Health Organization COVID-19 is 10 times deadlier than the swine flu, which caused.
InGenius
APRIL 14, 2020
Imagine this perfect scenario: A contact center with tenured and empowered agents. Agents that look forward to coming to work every day because they have been equipped with the tools they need to do their jobs effectively and easily. Agents that feel that they are making a difference to your customers, while at the same time feeling like they are contributing to their colleagues' success and by extension, the business.
Totango
APRIL 14, 2020
Hi, Two more weeks have gone by, and we are all still at home focusing on keeping our daily routines. Most importantly staying safe. Today we are launching our new release Belize. As you can see we are still looking for the most desirable vacation destinations and Belize definitely qualifies as such – beautiful and relatively safe from COVID-19. .
CSM Magazine
APRIL 14, 2020
It probably won’t surprise you to know that the UK legal services market represents a genuine growth entity, and one that was valued at £35.1 billion in 2018 (up by 6.3% on the previous year’s figures). When dealing with legal experts, there are a number of things that you’re likely to expect from your service provider. More specifically, you’ll expect informed advice and a swift resolution to your legal issue, while in some cases you may also demand your representatives to be competitively pric
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
APRIL 14, 2020
At-Home Options with LiveVox: March 16 Webinar Full Transcript Below is the full transcript from a webinar that we hosted on March 16, 2020 as part of our Work from Home Series. “At-Home Solution with LiveVOx” featured Jason Queener, Senior Director of Business Consulting, Boris Grinshpun, General Manager of Digital Solutions, Paul McGee, General Manager.
Maru Group
APRIL 14, 2020
In adjusting to life in a time of pandemic, there are some obvious concerns: the health of your loved ones and yourself and getting the groceries you need. Those we all acknowledge. But what is lurking in the shadows of our minds is an unspoken concern about the fundamental underpinnings of our society: public order, the economy and the function of government.
FluentStream
APRIL 14, 2020
FluentStream is dedicated to helping our fellow businesses as much as possible during these difficult times. Part of that effort is passing along resources that can provide relief or information to our clients and fellow businesses. The COVID-19 Telehealth Program. Read More.
Uniphore
APRIL 14, 2020
You make the dreaded phone call. You are placed on hold. When the agent answers, he asks for your name and the last four numbers of your social security number. You state your problem; he transfers you to another department. The next agent asks for your name and the last four numbers of your social security number. The agent places you on hold. Again.
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 14, 2020
Using technology to spice up your real agent business is nowadays a necessity. Some of the available tools in the market can give you a competitive edge in your industry. Some will help you save valuable time by speeding up business processes such as lead generation. Others will make it convenient for you to communicate and engage leads and customers.
C Space
APRIL 14, 2020
The Brand Move Roundup – April 14, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
CSM Magazine
APRIL 14, 2020
We all have a credit score, and depending on how we have treated our finances throughout our lives, will be either good, average, or bad. Sometimes we find ourselves in a situation where our credit score is affected in a negative way which wasn’t our fault, and sometimes we end up with a bad credit rating due to silly decisions regarding our finances.
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