Tue.Oct 13, 2020

How Has COVID-19 Affected Call Center Agent Turnover?

Fonolo

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.

Amazing Business Radio: Jason Dorsey

ShepHyken

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.

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Four Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Contact Center Pipeline

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week?

How to Reduce Field Service Costs to Meet Optimization Goals

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Transparent BPO Expands its Belize Operations into Country Capital

Transparent BPO

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.

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On Being an Accountable Customer Service Leader

Customer Service Life

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.

Be the Best Informed Voter You Can Be

Guru

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.

7 Strategies for Turning Customers into Advocates

Totango

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.

Smart Certificates As A Marketing Tool

JivoChat

Most of us think that certificates are useful for the receiver of the certificate. They can use it to understand their skillset, get a job or further improve their educational background. And these are all correct!

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Top 10 Customer Success Takeaways from BIG RYG 2020

ChurnZero

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.

Are Labor Efficiency and Exceptional CX Mutually Exclusive? How to Achieve Both with Workforce Management

NICE inContact

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).

IVAs Role in Delivering a Great Service Experience

DMG Consulting

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.

Using CSAT Scores for Better Cross-Functional CX Collaboration

Nicereply

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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Supporting a More Secure Remote Workforce with Amazon WorkSpaces

ConvergeOne

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.

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Ditch the Script? Agent Empowerment Improves Customer Service

Edify

“I’m so happy I was able to help you today, ma’am!” Well, actually, you didn’t. Agent cloud solutions Agent Experience Contact Center Solutions call center software agent effort dynamic scripting

Custom Call Queue Management – VirtualPBX Custom Voice Solutions

VirtualPBX

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.

The next frontier of business excellence (a value-driven model)

Strikedeck

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 Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Data Management: Are you capturing the right information?

Customercount

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.

Lifesize CxEngage + Omilia: Evolving the Customer Experience Through Impactful AI

Serenova

No matter your industry segment or organization’s size, there’s a high likelihood that “artificial intelligence” has entered into your lexicon as the mother of all technology buzzwords.

Power of High-tech and High-touch Service for Retail

Working Solutions

COVID-19 accelerates the need for great online customer service while compounding retailers’ abilities to ensure the best experiences.

Adapting Customer Experience (CX) for a Post-COVID World

CSM Magazine

The coronavirus pandemic has had an indelible impact on consumer behaviour, from accelerating touchless and digitally-driven experiences to reviving traditional channels, and much more.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

The 5 R’s of COVID-era Customer Care

Skybridge

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.

How to Improve the First Contact Resolution

ProProfs Chat

When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team?

The Better BPO Choice: The Philippines or Nearshore Outsourcing?

Outsource Consultants

If you read the blog title and thought, “Great! A quick answer to my question,” I’m sorry. It’s not that simple. . The entire BPO industry has been turned upside down by COVID-related ramifications , and it’s a complex assessment of which regions are doing better than others.

Self-service and its importance to greater customer satisfaction

Eptica

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.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Super-Agents Are Real (Blog #2)

Enghouse Interactive

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Self-service and its importance of self-service to greater customer satisfaction

Eptica

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.

How to Extract Names in Dialogflow Chatbots and Use Them in Replies?

kommunicate

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.