Contact Center Pipeline
OCTOBER 30, 2018
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. Following are five over-arching business trends from Pelorus Associates’ latest report, 2018 World Market for Workforce Management Systems Market. The first two trends have […].
Toister Performance Solutions
OCTOBER 30, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. The classic definition of employee empowerment never seemed right. Most customer service leaders I talk to think of it as giving employees a certain degree of autonomy.
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Fonolo
OCTOBER 30, 2018
These days, customers are savvier than ever. Generic, sales-heavy marketing campaigns no longer have the same impact they once did. Thanks to social media platforms, customers wield more power than ever before. Customer service and call center agents are certainly feeling the effects of this power: They are working harder than ever to successfully meet customer demands to earn rave reviews rather than damaging social media rants from customers.
ShepHyken
OCTOBER 30, 2018
Five Myths About Monetary Incentives. Why Giving Monetary Incentives is a Bad Idea. Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery.
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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.
Lumoa
OCTOBER 30, 2018
We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Monet Software
OCTOBER 30, 2018
Yes, every year we do a blog on this. Because every year, many contact centers rely on increased holiday business to pay the bills. If we are entering your busiest time of year, you’ll get through it if you have prepared in advance. It’s not too late to start. Here’s what to do: The Stand-By Agent List. More calls means you may need more agents to handle them.
Relay Blog
OCTOBER 30, 2018
These days, chatbots are all the rage. Or at least, it seems that way. When. The post Chatbot Statistics: The 2018 State of Chatbots [New Study] appeared first on Relay.
SharpenCX
OCTOBER 30, 2018
Stroll through Target or your go-to shopping spot, and what do you see? Skeletons replaced with Santa Claus and tiny Fir trees with frosted tips where the pumpkins used to rest on the shelves. We still have one day until. Read More. The post How to Handle Agent PTO During the Holidays appeared first on Sharpen Contact Center Software.
GetFeedback
OCTOBER 30, 2018
Now companies can seamlessly integrate elegant surveys at the end of their live chat conversations and collect real-time, contextual customer feedback.
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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
Avoxi
OCTOBER 30, 2018
You recently purchased a sales-boosting toll free number and your sales have tripled in the past three months! Or, like many other businesses you are not yet reaping the full rewards and are now looking for tips to promote your new number. In this article, we share vital marketing strategies to help you promote your toll… The post How to Promote Your Toll Free Number appeared first on AVOXI.
Monet Software
OCTOBER 30, 2018
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of the more important metrics at the contact center for good reason – no company wants to have customers leaving them “completely and finally.”. We define abandon rate as the percentage of calls that hang up before an agent could take the call.
Guru
OCTOBER 30, 2018
Happy Halloween from the guys and ghouls of Guru! We got into the spooky spirit a little early this year with a Halloween-themed bash. We’ve rounded up our favorite costumes from the night for a little last-minute costume inspiration.
Monet Software
OCTOBER 30, 2018
The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and performance these solutions provide. According to one new study, the global WFM market size will increase from $4.49 billion (in 2016) to $7.37 billion in 2023. That averages about 10% growth every year. One of the reasons for this trend is the increasing role of social media in customer engagement.
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.
LiveChat
OCTOBER 30, 2018
The Holiday season is right around the corner. It means more chats, more sales, more… work! Am I right? If you follow our blog, you know already how to make the most out of your eCommerce store , but not to die from work overload. Mateusz gave us solid advice on how to handle everything the best way you can. But before the Holiday craziness, we have Halloween first.
Monet Software
OCTOBER 30, 2018
The script your agents use serves a multitude of purposes. It provides a guide for how to best interact with customers. It assures that agents are speaking for the company and only sharing information that is appropriate. It helps to keep calls on track so they can be resolved efficiently. It should result in more confident agents and more consistent service.
Fonolo
OCTOBER 30, 2018
Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businessess. There are 3 main forms of text-based communication battling for the future: Messaging, chat, and text. Messaging: With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users.
CallSource Insights
OCTOBER 30, 2018
It’s time to trust data, not just your gut, when it comes to important business decisions. It can get spooky out there in October. Not only because of Halloween on the 31st. October is the start of Q4 – the final quarter of the year also known for businesses as the sort of “make it or break it” time. If you’re already ahead of your goals, then you may not be too worried.
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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.
Branch Mesenger
OCTOBER 30, 2018
What does it take to hire an employee? Without a doubt, this is one of the most important questions circulating around hiring managers and business owners today. Let's take a look at the most recent statistics from the Bureau of Labor to see just what the job market looks like: Record low unemployment: 3.7%. U.S. economy continues to add jobs: 2.4M jobs created.
VHT
OCTOBER 30, 2018
If it feels like everyone has a smartphone these days, it’s because they do. In the United States, smartphone usage has grown—and continues to grow—to record heights. For contact centers, that means that the overwhelming majority of customers and prospects have a web browser at their fingertips, at all times. And considering the rise of mobile web traffic , contact centers simply can’t afford not to provide a seamless transition from browsing the web to initiating a voice call.
Branch Mesenger
OCTOBER 30, 2018
What does it take to hire an employee? Without a doubt, this is one of the most important questions circulating around hiring managers and business owners today. Let's take a look at the most recent statistics from the Bureau of Labor to see just what the job market looks like: Record low unemployment: 3.7%. U.S. economy continues to add jobs: 2.4M jobs created.
Monet Software
OCTOBER 30, 2018
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is a good idea, and in this blog we’re going to focus on the operational benefits this solution provides. Perhaps the more important of these benefits is time. For contact center managers this is a precious and limited resource. With WFM, managers won’t have to spend hours every day on necessary recurring tasks such as forecasting and scheduling.
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!
InGenius
OCTOBER 30, 2018
In this post , we showed you how to add call duration to a Salesforce Activity page. However, you might have been reading through it and thought - hey wait, Salesforce is only showing me call duration in seconds! That might work just fine for you and your organization, but some of our users will want to display call duration in minutes. Here's how to do it.
Infinity
OCTOBER 30, 2018
“A brand is a promise. At its core, your brand promise should define your entire business and should touch every aspect of your company”. Nick Westergaard | Author and branding expert. Two young lovers meet for the first time, their eyes catch each other from across the room. Conversation begins along with nervous hair twirling and sweaty palms. Their whirlwind romance begins.
Nuance
OCTOBER 30, 2018
Look at any business productivity plan. They often center around several core elements, from the best strategies to drive efficiency; how to automate workflows to improve processes; to why flexibility makes for happier – and more productive employees. All of these, in fact, are the core tenants of documentation productivity improvement. Improving one improves the […] The post Improve business productivity with better documentation appeared first on What’s next.
BlueOcean
OCTOBER 30, 2018
Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Job seekers in the Halifax area interested in boosting their résumé with a permanent customer support or claims administration position are encouraged to apply.
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
TELUS International
OCTOBER 30, 2018
Learn how to avoid the most common robotic process automation (RPA) pitfalls.
Bright Pattern
OCTOBER 30, 2018
Midsize companies today can pull ahead of enterprise brands by offering outstanding customer service that is faster, better, more nimble, and at a lower cost than what larger companies can deliver. What is their secret?
Chip Bell
OCTOBER 30, 2018
Halloween is coming soon. Kids are starting to think about “who ‘ya gonna be this year,” doorbells and knocks, candles in pumpkins, goblins and witches, bats and spiders, oh my! Parents are thinking about sugar highs, yard decorations, and too many visitors. But, the phrase that most characterizes the season of scare is “trick or treat.” The front door command literally means, “Give me a treat or be prepared to be the victim of my trick.”.
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