Fonolo

OCTOBER 13, 2020

The COVID-19 pandemic threw a wrench in the works of many contact centers. We found a surprising and concerning trend during our analysis into the State of the Contact Center in 2020: agent attrition is getting worse. Despite that, the end to your agent attrition woes may be in sight. They say the night is darkest before the dawn. Similarly, COVID-19 could be the best thing to happen to contact center agent attrition for a long time.

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

ShepHyken

OCTOBER 13, 2020

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. Top Takeaways: To understand Generation Z as consumers is to understand the future of your (and every) business.

Sales 265

Sales Technology Customer Experience Personalization 265

Contact Center Pipeline

OCTOBER 13, 2020

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good reasons right off the bat: One study found that a full 40% of employees have experienced symptoms of burnout—a condition characterized by excessive stress, exhaustion and the inability to cope—at some […].

Customer Service 216

Customer Service Contact Center Call Center 216

TechSee

OCTOBER 13, 2020

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

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.

Customer Service Life

OCTOBER 13, 2020

Image by Daniel Reche from Pixabay. I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. The other day I was reviewing emails sent to our customers to make sure they were doing all of the following behaviors (Coincidentally, these are the behaviors on our quality form): Making a human connection.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Guru

OCTOBER 13, 2020

In the words of the late, great weird Twitter account @Horse_ebooks , “Everything happens so much.” If the crush of news is making it tough for you to figure out how to vote on everything from the next US president to the next school board president, we’re here to help. Assuming you’re registered to vote (and if you’re not, there might still be time to register !

Accountability 125

Accountability 125

Transparent BPO

OCTOBER 13, 2020

FOR IMMEDIATE RELEASE Belmopan expansion will provide hundreds of employment opportunities for Cayo district residents ROCKVILLE, MD (October 13th 2020)— Transparent BPO, the leader in outsourced customer experience solutions in Belize, today announced the opening of a new contact center in Belmopan, the nation’s capital. The new facility operates 400 workstations to meet the growing […].

outsourcing 118

outsourcing Contact Center Customer Experience 118

kommunicate

OCTOBER 13, 2020

Google Dialogflow is a powerful tool to build chatbots and conversational interfaces. Once you start using the Dialogflow, you will begin to acknowledge Google’s AI’s power. You can stick together a stream of potential questions your users ask and their answers. More importantly, you can also extract and use named entities such as names, cities, [.].

Chatbots 98

Chatbots 98

ChurnZero

OCTOBER 13, 2020

Don’t know about all of you, but we are still on a conference high from an amazing first ever BIG RYG virtual conference last week. If you attended, than you know how jam packed our lineup was. Featuring speakers from the likes of G2, Mailchimp, and Pendo, we tackled some of the most pressing issues in Customer Success today. We are excited to share that the recordings are now available ungated and on-demand here. .

Best practices 98

Best practices Accountability Management Technology 98

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

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. Published on: October 13, 2020. Author: Pauline Ashenden - Demand Generation Manager Consumers rank getting fast answers as one of their top requirements when it comes to customer service – and more and more of them are happy to find these answers themselves through self-service, either online or through the telephone.

Self service 92

Self service Customer Service Management 92

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Register for our upcoming webinar on October 21 st at 11:00 EDT, “How AI-Enabled Super-Agents Improve CX” with Kate Legget , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

DMG Consulting

OCTOBER 13, 2020

IVAs Role in Delivering a Great Service Experience. Three years ago, few companies had heard of intelligent virtual agents (IVAs), and fewer were willing to invest in them. Today, companies are trying to put these solutions in production as quickly as they can. (There’s nothing like a worldwide pandemic that requires people to social distance to emphasize the mission-critical nature of intelligent, artificial intelligence (AI)-based, omni-channel self-service solutions.

Self service 87

Self service Virtual Agent Consulting Consulting 87

Satrix Solutions

OCTOBER 13, 2020

The first experience a new customer has with your company sets the stage for a successful relationship. Therefore, a smooth onboarding experience is critically important to not only ensure product adoption but accelerate time to value as well. Evan Klein , Founder and President of Satrix Solutions, sat down with Peter McCoy , co-founder of Baton , a software implementation management platform, to discuss how companies can overcome common challenges when onboarding new customers and gather their

Best practices 78

Best practices B2B Feedback Metrics 78

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

Nicereply

OCTOBER 13, 2020

Use your CSAT scores to open up conversations with other teams about where issues are, who is responsible for fixing them, and how they will get fixed. Traditionally, customer satisfaction (CSAT) surveys provide insights about how your customer support team is performing. That said, they can also be useful indicators for other teams’ successful behaviors and a valuable tool in promoting cross-functional collaboration to level-up your customer experience.

Customer Support 71

Customer Support Surveys Marketing Self service 71

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. Published on: October 13, 2020. Author: Pauline Ashenden - Demand Generation Manager Consumers rank getting fast answers as one of their top requirements when it comes to customer service – and more and more of them are happy to find these answers themselves through self-service, either online or through the telephone.

Self service 63

Self service Customer Service Management 63

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website,

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

NICE inContact

OCTOBER 13, 2020

Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX). This balance of efficiency and CX is made possible by strong workforce management practices.

Management 62

Management Contact Center Customer Experience Best practices 62

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

VirtualPBX

OCTOBER 13, 2020

One of our biggest software releases of 2020 was ACD Queues Pro that gives businesses a range of options for custom call queue management, including matching their queues with webhooks to gather detailed information about the state of a call center. Additionally, our customers can request custom phone system setups from us either in whole or in parts.

Management 64

Management Call Center 64

Customercount

OCTOBER 13, 2020

ADS Consulting Services CEO David Stroeve explains how data management requires having a strategy and reliable methods to access, integrate, and prepare for analytical use. The post Data Management: Are you capturing the right information? appeared first on CustomerCount.

Management 59

Management Consulting Consulting Analytics 59

Strikedeck

OCTOBER 13, 2020

Vincent Manlapaz, in an interview with Keri Keeling, talks about the importance of establishing a value-driven business model and why it needs to be the central focus of the conversation.

Customer advocacy 59

Customer advocacy SaaS Customer Experience 59

Creative Virtual

OCTOBER 13, 2020

By Mandy Reed, Global Head of Marketing. The world always seems to be on the hunt for the next thing that will be bigger and better – the newest tech gadget, the latest fashion trend, the hottest social media challenge, the next break-out Netflix show. As customers, we want the best deal, the most innovative products and the greatest experience possible.

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

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

Enghouse Interactive

OCTOBER 13, 2020

Especially in current times, customers want the control and reassurance of being able to access information and find answers to their queries themselves, 24 hours a day, without having to wait. This means they are happy to use web or telephone self-service systems to help themselves, without needing to speak to a contact centre agent or email a company.

Self service 60

Self service Chatbots Technology Customer Service 60

TCN

OCTOBER 13, 2020

In today’s world, customers depend on technology more than ever before. New technologies have surfaced. The post Call Center Technologies that Revolutionize the Customer Experience appeared first on TCN.

Call Center 52

Call Center Technology Customer Experience Interactive Voice Response 52

Working Solutions

OCTOBER 13, 2020

COVID-19 accelerates the need for great online customer service while compounding retailers’ abilities to ensure the best experiences. Kim Houlne, chief executive of contact center leader Working Solutions, acknowledges this ongoing disease-and-digital dilemma in her viewpoint, “The Key to E-Commerce Success: Blending Artificial Intelligence with Intelligent (Human) Agents,” posted on destinationCRM.

Contact Center 52

Contact Center Customer Service outsourcing Call Center 52

Maru Group

OCTOBER 13, 2020

The impact of COVID-19 has changed so much about the food industry: occasions, locations, and access. But has it altered our relationship with food? In a recent roundtable with experts from the food and beverage industry, there was skepticism that anything so fundamental had changed. What was certain is that shifts in how and where we eat have shaken up people’s relationship with brands and created opportunities to create new loyalties.

Morale 52

Morale Marketing 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

Spearline

OCTOBER 13, 2020

In a recent interview with Moshe Beauford, technology journalist for UCToday, Spearline Software Engineer, Brian Mullins, spoke about two of the company’s products that recently received a makeover. He added, the offerings, which today go by new titles, reflect what they enable for Spearline customers who rely on audio testing in over 70 countries.

Customer Experience 52

Customer Experience Interactive Voice Response Engineering Enterprise 52

Skybridge

OCTOBER 13, 2020

You’re likely familiar with the concept of “React, Respond, Recover” as a framework for describing how businesses can successfully navigate and survive crises. As with so many things brought on by the current international pandemic, I find that model useful – but ready for some revision. If these past several months have taught me anything, it’s that “recovering” from a tough situation isn’t nearly enough.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

ConvergeOne

OCTOBER 13, 2020

In today’s pandemic times, we are finding more and more customers and end users are working remotely from home. This requires users to access a number of devices, including laptops and tablets, while at home. Is this secure? Absolutely not.

54

54