Tue.Sep 01, 2020

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Preventing Contact Center Agent Burnout

Contact Center Pipeline

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The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve.

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Trending Sources

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Amazing Business Radio: Robert Glazer

ShepHyken

Building an Authentic Company Culture. Aligning What You Believe, What You Say and What You Do to Create Excellence. Shep Hyken interviews Robert Glazer , Founder and CEO of Acceleration Partners. They discuss lessons from his new book, Friday Forward: Inspiration & Motivation to End Your Week Stronger Than It Started , including how companies can build an amazing culture.

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Gone Virtual: Recap of the CETX Conference

Callminer

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experien

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The 2023 Verint Experience Index: Retail

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

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Where are My Friends? Adjusting to Life as a Leader

Taylor Reach Group

By Peg Ayers. A good leader is a person who takes a little more than his share of the blame and. a little less than his share of the credit. John C. Maxwell. In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions as, “Should we allow people to wear shorts to work?”, “Is one minute late REALLY late?

More Trending

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How to establish security best practices for remote work

Talkdesk

Whether your workforce is back at the office and adhering to new safety measures, working from home or navigating a mix of both options, the reality is that you’re probably not doing business as usual anymore. The way your employees are performing their tasks, interacting with customers, prospects and to each other, has likely changed. The so-called “new normal” brings new concerns.

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Collaborative Learning Is A Major Benefit Of Virtual Training

Integrity Solutions

With people working remotely and dealing with professional and personal stresses alike, leaders are recognizing the value of collaborative learning. Investing in the workforce and keeping people engaged and growing is an effective way to walk the talk of those repeated value statement phrases about people being a company’s most important asset. by Steve Schmidt.

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Entrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Be

McorpCX

Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market—because if you haven't identified a specific need and aligned your offerings to meet it, you have little chance of success.

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Top 5 Must-Attend Virtual Conferences for Customer Success Professionals

ChurnZero

For many of us, 2020 will be known as the year business conferences moved from convention halls to online. The reality is that virtual events will be the norm going forward, at least in the short term. For those of us who love the in-person conference experience, this adjustment is tough. There is, however, a silver lining. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behin

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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New TeamSupport CEO sees wide open market for us to attack

TeamSupport

This article was originally published Aug. 28, 2020 at 3:56pm EDT to Dallas Business Journal. As Pete Khanna interviewed with TeamSupport before he became CEO, there were no in-person chats. Instead, it was all handled over videoconferencing, a new experience for him amid COVID-19. [“In my mind, you actually had more quality interactions during this process than you had in the past, because back then, people felt like you only had a certain amount of time to cover a lot of information, and they

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Call Center Rewards and Recognition Ideas to Boost Team Morale

NobelBiz

We gathered 6 efficient and innovative call center recognition ideas to help you motivate your agents and keep their energy up. The post Call Center Rewards and Recognition Ideas to Boost Team Morale appeared first on NobelBiz®.

Morale 98
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What a Virtual Switchboard Does for Your Business

VirtualPBX

We want to provide you with an overview today about the function of an Automated Attendant in your VirtualPBX phone system. But before we get underway with that task, let’s clarify that we’re all talking about the same basic piece of telecommunication tech when we mention any of the following names: virtual switchboard, auto attendant, virtual receptionist, and automated teller.

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Empower Customers With Self-Service Blog #2

Enghouse Interactive

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy.

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The Open CCaaS Advantage Report

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.

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3 Technology Trends to Increase Customer Engagement

Working Solutions

Leveraging Technology to Increase Customer Engagement The goal of increasing customer engagement is central to any effective sales and marketing plan, and for good reason. Engaged customers are more likely to expand their relationship with you to other transactions, and even bring new customers into the fold via positive word of mouth. High levels of […].

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4 barriers when implementing a fruitful VoC program

Tethr

The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. Effective VoC programs take multichannel feedback and transform it into meaningful improvements that enhance the customer experience. In turn, customers sit at the center of product development, exactly where they belong.

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Guru Customer Q&A: Brooklinen

Guru

When the team behind the internet's favorite sheets had to onboard remote hires fast during their biggest sales rush of all time, they realized something had to be improved: their access to internal company knowledge. We sat down with Brooklinen's Knowledge & Training Manager, Caroline Svenson , who shares more about their journey to wrinkle-free knowledge management while navigating COVID-19.

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Alorica Expands Its Emerging Digital Solutions To Support Communities’ Adaptability To The COVID-19 Norm

Alorica

IRVINE, California (August 31, 2020) –Alorica Inc., a leading global customer experience solutions provider, has announced the expansion of its digital support offerings to meet surging client demand. As the world adjusts to evolving COVID-19 guidelines—closures, stay-at-home orders and social distancing—Alorica’s suite of services is tailored to digital CX including social media customer care.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Eight Actions CISOs Should Take Right Now

ConvergeOne

In my previous blog post , I promised more guidance on the next steps to consider taking now, while the pandemic is still upon us. Here are eight actions CISOs should consider taking.

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OrecX Key Design Benefits

OrecX

OrecX's modern and open audio capture platform creates strategic, technical, economic and collaborative benefits for businesses, and this is all intentional. We see call recording as a business imperative today and thus we continue to build and refine our solutions to enhance an organization's competitive advantage. Here is an overview of our key design benefits: Modern.

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Digitcom Insight Paper #3 Now Posted

Jon Arnold

This is the last in a three-part series I produced for Digitcom , in partnership with France-based Centile. The series is for Canadian businesses, providing guidance on cloud migration, and how communications technology needs to be part of their thinking about digital transformation. Part 3 has been posted now on Digitcom’s website, and here’s the link to register for downloading.

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Part 3: Using Data from Reports to Improve B2B Customer Support

TeamSupport

We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. In Part 2 we explored how to use reporting to determine how happy your customers are and what to do if they’re not. We conclude this series with Part 3 where we walk you through how to make strategic business decisions based on trends.

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Contact Center Dialers Demystified

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.

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4 Super Powers You Gained This Year

Skybridge

There’s no point in sugar-coating it: 2020 has been a year of unprecedented challenges, unknowns, headaches and, at times, heartaches. But it’s also been a time of learning, adapting, radically re-thinking, and staying the course – all in different measures, at different stages. In many ways, many brands and brand leaders have gained strengths and improved abilities at speeds unimaginable before this year.

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Improving Customer Service in the Engineering Sector

CSM Magazine

The U.S. engineering sector is estimated to generate in the region of $236.9 billion in revenue a year, according to a recent industry report. While the sector is renowned for its superb range of innovations and ideas, it is also known to under-perform in one crucial department: customer service. Although customer service may not be the main focus of an engineering concern, it does yield immense power.

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Momentum Spotlight Interviews

Momentum Telecom

Get to know team members from across Momentum Telecom in this fun and informal ongoing Q&A series. September 2020. Max Shadmani. Account Management. Birmingham, Ala. Q: Introduce yourself! How long have you have been with the Momentum account management team? Have you worked in any other roles at Momentum? A: I’m Max Shadmani, and I’m the father of three kids — a boy and two girls — as well as a Belgian Malinois named Jocko.

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Building a CX Brand That Customers Can Trust, Relate and Value

Strikedeck

Vincent Manlapaz, in an interview with Jonathan Beretta talks about the importance of improving the product and user experience in measuring the impact of your customer experience (CX) program.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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What's the Process for Filling Up ScreenSteps with Content?

ScreenSteps Call Center

If you're thinking about using ScreenSteps as your company knowledge base, two questions that come up are: "What does the process look like for filling up my knowledge base with content?". "How can we update and maintain ScreenSteps?". Those are great questions! You and your team want to know what you're getting yourselves into when you purchase ScreenSteps.

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CustomerCount® to hold Women in Technology webinar

Customercount

Join this distinguished panel of successful women who are members of the technology community as they discuss what they do, how they got there and show you don't need to be on the nerdy side of tech to be successful. The post CustomerCount® to hold Women in Technology webinar appeared first on CustomerCount.

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What Type of Procedures and Guides Should You Send us?

ScreenSteps Call Center

If you're trying out ScreenSteps to see if it will be a good solution for your company, the very best way to determine if it will meet your needs is to see YOUR procedures, guides, policies, and protocols IN ScreenSteps. The problem is that, just like any new tool, it takes time to learn how to use ScreenSteps and it will take time to migrate content into ScreenSteps.