Fonolo

NOVEMBER 3, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. One recurring theme was that of agent satisfaction. Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend.

Contact Center 167

Contact Center Consulting Consulting Coaching 167

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Top Takeaways: Don’t fall into the trap of thinking your service is “good enough.

Customer centricity 332

Customer centricity Surveys Technology Feedback 332

CX Global Media

NOVEMBER 3, 2020

Nathanael Zurbruegg has been chronically ill since he was 3 years old. He has been through 3 failed kidney transplants, over 4300 Dialysis treatments, and 3 lung infections. Doctors have said he shouldn't be alive for 6 times by now! Having been through this many challenges in life, Nathanael shares his strategy of having a victorious mindset in life and having an attitude of never giving up.

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Contact Center Pipeline

NOVEMBER 3, 2020

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and setting new records. That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Fortunately, we are […].

Contact Center 133

Contact Center Management Analytics Call Center 133

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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.

TechSee

NOVEMBER 3, 2020

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service? The result of this shift is an explosion of remote service delivery. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand.

Customer effort 109

Customer effort industry standards Contact Center Surveys 109

ChurnZero

NOVEMBER 3, 2020

In honor of Election Day, we decided to share some poll results of our own. Just last month we hosted our first ever virtual conference – BIG RYG 2020. Throughout the conference we conducted a series of audience poll questions, that related to the session topics. We received poll responses from over 800 Customer Success professionals who also attended the conference. .

Time management 98

Time management Management 98

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

DMG Consulting

NOVEMBER 3, 2020

WFM Solutions for a more Agile Business World. Change is born of necessity. The business world today is dramatically different from what it was 15 years ago, and not just because of the pandemic. The workforce has changed, management practices have changed, how we do business has changed, and customer expectations have changed. Technology must adapt and transform, and nowhere is this more evident than in the workforce management (WFM) sector.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

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

NICE inContact

NOVEMBER 3, 2020

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand. This guide will review different types of dialers, and help you decide which dialer is best suited for you.

Call Center 77

Call Center Telemarketing Contact Center Best practices 77

DMG Consulting

NOVEMBER 3, 2020

Question: Is contact center performance management something more than advanced reporting? Answer: Leading workforce optimization (WFO) and best-of-breed providers have offered contact center performance management (CCPM) applications for decades, yet they continue to be one of the most misunderstood and under-appreciated applications in the contact center market.

Contact Center 77

Contact Center Management Enterprise Marketing 77

TeamSupport

NOVEMBER 3, 2020

“It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness…” So begins the classic novel, A Tale of Two Cities , by Charles Dickens. It refers to the premise of the story: A time of despair and suffering on one hand, and joy and hope on the other. Let’s use this analogy in “A Tale of Two Customer Support Departments” to tell about the despair and suffering of the B2B customer support department that still struggles with silos between support, sa

B2B 76

B2B Customer Support Education Sales 76

Spearline

NOVEMBER 3, 2020

Welcome Belgium to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers' call experience with your organization. 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 pleased to announce that Belgium mobile is now certified, and is available for immediate testing.

Telecommunications 52

Telecommunications Enterprise Management 52

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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.

Self service

Jon Arnold

NOVEMBER 3, 2020

Tomorrow, I kick off the first of a three-part series on AI and how consultants can apply to it bring new value to their customers. This a webinar format, under the moniker of Fireside Chats that the SCTC has been running weekly for a while - this one is #32. We do these on Wednesdays from 12-1 EST, and for this one, I’ll be joined by Tracy Fleming of Avaya.

Consulting 52

Consulting Consulting 52

Cincom

NOVEMBER 3, 2020

Companies join forces to deliver a better way to configure, price and quote complex products and services. Cincinnati, OH (November 2, 2020) – Cincom Systems, Inc., a global supplier of enterprise software solutions, announced today that it has entered into a partnership with Reenhanced to implement CPQSync by Cincom. Reenhanced is a certified Microsoft partner that specializes in CRM implementations.

CRM 52

CRM Finance SaaS Sales 52

Nicereply

NOVEMBER 3, 2020

Whether All Hands Support works for your business or not, make the decision to bring your customers and your employees closer together. When you search for All Hands Support, the top four results are conflicting. Two of them are from successful, customer-centric companies sharing their methods for All Hands Support (also known as Whole Company Support).

Engineering 52

Engineering Customer centricity Morale Accountability 52

kommunicate

NOVEMBER 3, 2020

In the month of October, we have added some powerful features like Teams, IBM Watson integration, Dialogflow CX integration, additional features in Kompose, and Bot analytics. Also updated the existing ones to improve your overall experience with Kommunicate. If you have missed the previous updates, please head here. Web App Teams/Departments To better organize your [.].

Analytics 52

Analytics 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

Dialer 360

NOVEMBER 3, 2020

Press 1 campaign is a powerful way to generate more leads and sales through Robocalling. Voice broadcasting software automatically manages campaigns with smart dialing and auto keypad response options. Importantly, the dialer auto sends IVR’S and pre-recorded voice messages. The targeted person can get connected with the agent by pressing the Press 1 button.

Telemarketing 49

Telemarketing Advertising voip Sales 49

Knowmax

NOVEMBER 3, 2020

Challenges in customer service during the digital age.

Customer Service 52

Customer Service Customer Experience 52

SmartKarrot

NOVEMBER 3, 2020

Source: Pexels. For the businesses to run smoothly between the customers and the company, you need a certain person who fills in, as a bridge. That bridge in the customer success space is the relationship manager. He/She is usually from the sales team and acts as a liaison among the duo. The designation of the relationship manager is mostly senior level, given to someone having quality experience, qualified qualifications, and requisite skills.

Management 10

Management Sales Finance Upselling 10

VirtualPBX

NOVEMBER 3, 2020

Business SMS stands as the feature our customers have requested most in the past year. We know SMS texting is important to them and that it’s a key component of many businesses’ marketing plans, so we’re happy to announce that VirtualPBX now offers this capability on several of our plans. Both our Advanced and Enterprise Plans now offer Business SMS for use in a variety of devices.

APIs 98

APIs Enterprise Call flow voip 98

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.

Contact Center

SmartKarrot

NOVEMBER 3, 2020

Role: Director of Customer Success Location: Los Angeles Metropolitan Area, US Organization: 80Twenty As a Director of Customer Success, you will lead, scale, and manage a team of CS Specialists with immediate global expansion plans. Drive a high performing CS team strategy with a highly consultative, analytic, and customer-centric mentality to cater to both SMB and enterprise-level accounts.

Engineering 10

Engineering Consulting Consulting Enterprise 10

IdeasUnlimited

NOVEMBER 3, 2020

Whether you’re new to SEO or just looking to refresh your fundemantals, you’re in the right place. Google’s search engine algorithm is one of the world’s best kept secrets. Years of updates have ensured that it’s secrecy remains intact while also forcing marketers to constantly change their approach. Through many years of trial and experimentation, people have slowly figured out how the algorithm works (though not a 100%).

Engineering 52

Engineering Morale Marketing Best practices 52

SmartKarrot

NOVEMBER 3, 2020

Being customer-centric has become more than necessary for modern companies to sustain in this competitive world. Customers need to be treated with utmost care right from the beginning of their relationship. Hence, to maintain such relationships, there are many roles that fulfill this responsibility. The client services manager is the most widely known role among those.

Management 10

Management Customer centricity SaaS Metrics 10

IdeasUnlimited

NOVEMBER 3, 2020

Whether you’re new to SEO or just looking to refresh your fundemantals, you’re in the right place. Google’s search engine algorithm is one of the world’s best kept secrets. Years of updates have ensured that it’s secrecy remains intact while also forcing marketers to constantly change their approach. Through many years of trial and experimentation, people have slowly figured out how the algorithm works (though not a 100%).

Engineering 52

Engineering Morale Marketing Best practices 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

Cincom

NOVEMBER 3, 2020

The insurance industry sells promises–promises that are made and fulfilled by people. Unlike other industries that manufacture and deliver physical products, the value that an insurance customer experiences is a result of the interaction they have with the insurer and the perception of how well the insurer has delivered on the promise of the insurance contract.

Customer Service 52

Customer Service Healthcare Customer Experience Management 52

Merchants

NOVEMBER 3, 2020

Work from Home (WFH) has been an option for contact centres for many years, but its utilisation globally has been sporadic at best, with penetration never breaking single figure percentages. The post Successful WFH strategies are based on selecting the right people appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

SharpenCX

NOVEMBER 3, 2020

The call center experience of today’s world can be hostile at best and abusive at its worst. Record number of leaders, like you, are frantically searching Google to find a way to protect the mental health and well-being of their agents. But frankly, it’s tough. Yet, your agents are still sitting there, taking it all in. As queue interactions continue to pile up, you know your team of frontline agents is on fire.

Call Center 67

Call Center Agent Empowerment Management Coaching 67