Call Center Weekly
JANUARY 16, 2019
By Diana Aviles Sometimes, you just get stuck. You sit there at your desk trying to come up with every way possible a person can say something with the hope that it will help make some progress on getting your category or query to pass validation. But like Pac-Man, you keep getting hit by the ghosts repeatedly dying. I think it’s important to slow things down and be honest with everyone.
ChaseData
JANUARY 16, 2019
The holidays are a busy time for everyone. For those who work in the field of customer service – especially in call centers and similar settings – the winter holidays and the days that directly follow them are some of the busiest and most difficult. With so many people making holiday purchases, there’s bound to be an increased need for customer service when something goes wrong along the way.
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Contact Center Pipeline
JANUARY 16, 2019
Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Everyone is looking for a silver bullet to stop absenteeism. A quick Google search brings up thousands of articles with countless ideas for reducing absenteeism. Suffice it to say, there is […].
Beyond Philosophy
JANUARY 16, 2019
I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.
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Myra Golden Media
JANUARY 16, 2019
One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. Eliminate Your Fears and Doubts About Coaching. No one likes to talk to employees about unacceptable performance, but for a lot of us, talking to people about problems with performance is a regular part of managing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
JANUARY 16, 2019
Let’s play a game of good news/bad news. Bad news first: too much customer churn is detrimental to business growth. The good news? As a contact center manager, you can deliver a positive customer service experience to reduce customer churn. Read More. The post 7 Fail-Proof Methods to Reduce Customer Churn appeared first on Sharpen Contact Center Software.
Concentrix
JANUARY 16, 2019
Flexjobs listed Concentrix as number nine in its “100 Top Companies with Remote Jobs in 2018” listing. This list is based on an analysis of. The post Flexjobs Names Concentrix Among Top 100 Companies for Remote Workers appeared first on Concentrix.
GetFeedback
JANUARY 16, 2019
Some people might say that the secret to a successful customer feedback survey campaign is quantity. If you send out enough surveys, you’re bound to get some responses eventually, right? Wrong. While this approach might have worked in the past, the modern customer isn’t eager to take time out of their busy day to take any survey. Today, to collect the best customer data you must ask the right questions while also providing the ideal customer experience. .
Fonolo
JANUARY 16, 2019
For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the call center space where the term “BPO” is often used interchangeably with “outsourced call center”. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion.
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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
HelpCrunch
JANUARY 16, 2019
Which of the two most popular help desk tools is better for you? We've compared their features, prices and more to make your choice easier. The post Zendesk vs Freshdesk: the ultimate comparison of help desk tools appeared first on HelpCrunch blog.
Zingtree
JANUARY 16, 2019
Image via Call Centre Helper. Call centers are constantly changing and adapting to fit the growing needs of customers, and – surprise – those changing demands and expectations are more dynamic than ever. When we’re looking at the overall landscape of call centers and support teams putting in the time with these customers, it’s always important to identify trends and patterns that help us shape our strategies.
Avoxi
JANUARY 16, 2019
Many companies choose to buy custom business phone numbers because a memorable business number improves brand recognition and credibility. If you aren’t sure how to get a custom phone number for your business, we’re here to help! In this article, we explain: The types of custom business phone numbers available Can you create custom phone numbers or… The post How to Buy Custom Business Phone Numbers in 2019 appeared first on AVOXI.
Eptica
JANUARY 16, 2019
Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty. Markets are volatile, competition is increasing in every sector and new innovations threaten established business models.
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.
Etech GS
JANUARY 16, 2019
It is often perceived that leaders gain influence with their team members solely based on how a message is communicated. As leaders, we’re taught the importance of tone fluctuation, being energetic and making direct eye contact, but the truth is there’s more to effective communication than the delivery alone. From performance reviews and quarterly updates to casual conversations by the water fountain, we’re constantly trying to improve communication with our teams, but we neglect one critical fa
Kristina Evey
JANUARY 16, 2019
In a recent podcast, I discuss how CEO’s, C-Suite and Leadership Teams seem to understand the high-level vision of CX, … Read More Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood. The post Business Leaders Increase Success When Customer Experience is Clearly Defined and Understood appeared first on Kristina Evey.
Amity
JANUARY 16, 2019
Most of today's SaaS businesses already have a Customer Success department built in order to improve the experience provided to their customers and to help them achieve the desired outcomes. We all know that an organization is not going to be fully successful until customers are put at the core of the business. One of the factors that will lead to a company's success is to make sure that Customer Success is properly done internally, before manifesting it externally.
Interactions
JANUARY 16, 2019
With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry. From making AI truly conversational and the possible end of the chatbot as we know it today, to deciding how to implement your customer care strategy, here’s a look at what we can expect to
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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.
GetFeedback
JANUARY 16, 2019
The best customer experience starts with great customer data. Collect actionable customer data with these 5 online survey tips.
Ameyo
JANUARY 16, 2019
Have you thought of upgrading your contact center? Are you still stuck with on-premise contact center solution? With the rapid growth in the cloud contact center, you need the best-in-class technologies to support your businesses. An increasing number of companies are shifting from infra to cloud and why not? The feasibility to onboard employees becomes […].
NICE inContact
JANUARY 16, 2019
For many companies, making outbound calls and texts to customers makes up a large volume of everyday work that their live agents handle today. Outbound calls and texts are used in a variety of ways, such as to preempt situations or to keep customers up-to-date. They are often used to remind customers about important or upcoming appointments, deliveries, and confirmations, typically helping businesses run smoothly.
Hero Digital
JANUARY 16, 2019
Many healthcare companies are lagging behind on the urgent need for customer experience management in their organizations. A study from PwC shows that just 49% of consumers say that the healthcare customer experience is satisfactory. In the digital arena, in particular, discontent is high. According to an NTT DATA study, the majority (62%) of customers report they are unable to accomplish their goals online, such as searching for a doctor, accessing health records, or paying bills.
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!
Concentrix
JANUARY 16, 2019
The post Flexjobs Names Concentrix Among Top 100 Companies for Remote Workers appeared first on Concentrix.
Bright Pattern
JANUARY 16, 2019
Ask your organization this: Would you let the marketing department take over for your contact center agents? No! So why would the marketing department own social media customer service? The usual response is that since the marketing and PR departments started the company’s social presence, they should field service inquiries and then funnel them when and where appropriate.
Talkdesk
JANUARY 16, 2019
As an American and a Mother whose son serves in the Army, the Wounded Warrior Project has a special meaning to me. The mission of Wounded Warrior Project (WWP) is to honor and empower Wounded Warriors. Their vision is to foster the most successful, well-adjusted generation of wounded service members in our nation’s history. When WWP needed a solution to more efficiently connect, serve and empower wounded warriors they evaluated many providers.
Playvox
JANUARY 16, 2019
Your call center is (like most) focused on delivering great customer service while keeping your costs low. That’s fair enough: your budget only stretches so far and every cent counts. But while maintaining a tight grip on your finances is sensible, it’s all too easy for the quality of your service to suffer as a result.
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
Working Solutions
JANUARY 16, 2019
For the fifth consecutive year, Working Solutions has landed near the very top of the FlexJobs list of Top Companies with Remote Jobs! Once again, we’re proud to announce that we’ve made the FlexJobs list of Top Companies with Remote Jobs for 2019—this time, ranking all the way up at #5. “Through an analysis of […]. The post Working Solutions Ranked #5 on FlexJobs 2019 List of Top Companies with Remote Jobs appeared first on Working Solutions.
Hodusoft
JANUARY 16, 2019
Video chats and conferencing are fast replacing audio as the preferred means of communication and collaboration. Video conferencing has become easier with the availability of OTT services and WebRTC. Enterprises and even contact centers routinely implement video into their communication but a dedicated system comes with built-in obsolescence as well as recurring expenditure.
Pipkins
JANUARY 16, 2019
The Right Tools Make FMLA Management and Absence Tracking Easier While Discouraging Potential Time Off Abuses. I need a vacation. Seven inches of snow fell this weekend, and I know a tropical vacation will lift my spirits immensely. Time off works wonders for the mind and spirit, but in all things business, even time off must be managed with the needs of others balancing with the demands of the company.
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