Thu.Jul 16, 2020

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2 Key Technologies Contact Centers Need for WFH Agents

Upstream Works

This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. See Part 1 and Part 2. As the pandemic wears on, contact centers face challenges on two different but highly related fronts. The need to provide great CX hasn’t changed, but the environment has changed for both agents and customers. The CX environment has shifted and, in many cases, has been re-invented as a touchless experience.

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How Customer Centric Are You?

Skybridge

Use this 10-Trait Scale for a Quick Reality Check. Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. And you’re probably committed to leading – and promoting – your organization in ways that reflect a truly customer centric philosophy.

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Evolution, not Revolution – Transforming Voice Reliant Contact Centres in a Digital World

Babelforce

Contact centres are often faced with a myriad of issues when it comes to adapting and adopting practices and solutions that can transform the way they operate. Cutting through the layers of legacy technology and adopting a hybrid approach to incorporating omni-channel communications can be the best way forward. Stakeholders understand the operational problems, the bottle-necks in service and support.

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How to Enhance Your Customer’s Memory of Their Experience

Beyond Philosophy

I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.

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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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Promotions – Tip #7

Steve DiGioia

Not the kind that gets you the corner office, a big expense account, or stock options; I’m talking about the kind you use to advertise and spread the word about your business. How dedicated are you to promoting your business to the throngs of potential customers not yet aware of your product or service? It’s a never-ending process. Promoting your business, and the print, internet and radio advertising used, will build a foundation for your future success. “Advertising is the ar

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The Long and Winding Road

Contact Center Pipeline

If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something about music in just about every one of them. That’s because I like music. Barely a day goes by that I’m not doing something with music in one way or another; […].

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Best Desk Phones for Any Business

FluentStream

Not all phones are created equal. That sentence seems so obvious that I honestly felt silly writing it. After all, many of us upgrade our cell phones regularly and get into verbal fisticuffs with our friends over which brand is. Read More.

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The Best Training Tips on How to Master Contract Negotiation

Nicereply

Know exactly what you want out of a deal and what you’re willing to provide in exchange. Negotiating contracts is a skill that every business owner needs at one point or another. Even though many of us don’t have the natural ability to negotiate, we can improve outcomes by learning from those with more experience. Contracts are a set of legally binding promises and obligations.

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Part 4: Ouch! Solve the pain caused by your current B2B customer support system.

TeamSupport

Stop playing ticket volleyball with your B2B customers. When you stop playing ticket volleyball with your B2B customers--bouncing tickets from agent to agent or even dev ops—and achieve swift ticket resolution with the right B2B customer support software, everybody wins. We conclude our four-part series about how a B2B customer support software solution like TeamSupport can help solve the many points associated with your current customer support system.

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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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Lessons From The Overlook: See the Big Picture

Toister Performance Solutions

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. One small mistake caused the whole relationship to unravel. My wife, Sally, and I had high hopes when we hired a company to install air conditioning at The Overlook.

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QA measures customers actually care about

Tethr

Our last post introduced a new way to connect (QA) measures with business outcomes we all care about, such as retention, share of wallet and advocacy. Tethr’s latest scoring algorithm, the Agent Impact Score (AIS) isolates the agent’s impact on perceived customer effort, with potentially damaging effects on customer loyalty. Too often our quality assurance processes rely heavily on very binary, black and white measures.

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It’s here: our revolutionary new version of ISAAC

Hello Customer

Delivering on customer expectations supposes you know what they are. A continuous feedback process is a great start, but you need a top-notch AI to help you figure out exactly what your customers want and need. We were already delivering on that, but with our new, industry-leading approach to text analytics, we’re taking it to a whole new level. The problem with most customer feedback platforms.

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How CMIOs can adapt to the “new normal”

Nuance

The new normal, other than the donning of facemasks in public places and calls for frequent handwashing, is the spike in virtual doctor visits. At the recent Health Management Academy (HMA) CMIO Virtual Forum, many CMIO’s at various organizations shared their experiences on how they rapidly transitioned to telehealth. Whereas virtual doctor visits cannot immunize our [.

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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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Using Knowledge Management As A Service In Different Industries

Guru

Knowledge transfer is inextricably linked with all knowledge worker professions — healthcare, finance, legal, information technology, tech, education, journalism, the list goes on. So why do so many still struggle with it?

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ConcentrixCX Mobile

Concentrix

Customer feedback at your fingertips! The post ConcentrixCX Mobile appeared first on Concentrix.

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A Digital-First Contact Center Strategy Can Deliver Customers for Life. Is It Time to Start Your Digital Revolution?

NICE inContact

Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.

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Conversational AI 101 – Know What You Don’t Know

SmartAction

At SmartAction, we design, build, and operate AI-powered virtual agents for more than a hundred brands, ranging from mid-sized companies to the Fortune 500. That means we’ve done a lot of end-to-end customer journeys from “press 1” to “How Can I Help You Today?” As you can imagine, operating the AI-powered CX for some of the most trusted brands in the world means we’ve experienced every pitfall and peak imaginable over the last few years.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Web Conference on the Go With VirtualPBX Mobile Softphone

VirtualPBX

Our strategy in developing the VirtualPBX Video Calling feature is to support as many devices as possible. This includes our VirtualPBX Mobile Softphone that allows you to hold web conferences while on the go. Our softphone works with all our VoIP phone plans and has access to their many included features like Ring Groups and Voicemail. Our Video Calling feature is still in beta testing, and we’re happy to report that the VirtualPBX Softphone is able to create video conferences between two and m

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To Improve Customer Experience Financial Services Firms Must Make Agent Retention a Priority

CSM Magazine

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. This has not been the only change contact centres have been forced to contend with. We are also seeing more and more organisations working to improve customer self-service options through digital channels. With reduced numbers of contact centre agents available, and many now working from home, it’s necessary for organisations to try and drive down phone transactions and encou

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It’s here: our revolutionary new version of ISAAC

Hello Customer

Delivering on customer expectations supposes you know what they are. A continuous feedback process is a great start, but you need a top-notch AI to help you figure out exactly what your customers want and need. We were already delivering on that, but with our new, industry-leading approach to text analytics, we’re taking it to a whole new level. The problem with most customer feedback platforms.

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Artificial Intelligence: 3 Benefits for the Insurance Industry

CSM Magazine

As the insurance sector competes to win market share, Henry Jinman at EBI.AI discusses three ways companies can benefit from the power of Artificial Intelligence. . The UK general insurance market continues to be fiercely competitive. While the battle for repeat business keeps downward pressure on pricing, a constantly changing regulatory agenda increases costs.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Best Phones for Businesses on a Budget

FluentStream

For small or growing businesses, buying new phones can be a big, even downright scary, investment. There are so many models to choose from so many features and specifics to consider, that it’s easy to become overwhelmed. Clients have said. Read More.

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Connect with a family time capsule!

FreshGrade

If you’ve got some time with your family this summer, why not celebrate the moments you share? A family time capsule might be a just the summer-long project everyone can contribute to. Why a family time capsule? Spend time together, connect, and make memories. Typically, the purpose of a time capsule is to capture memories that you’ll be able to look back upon one day.

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Best Conference Phones for Your Business

FluentStream

As businesses adapt to hosting meetings and keeping in touch remotely, conference phones have become more important than ever. If you’re like us here at FluentStream, you have some employees working in your main office, others working from home, and. Read More.

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Brand Move Roundup – July 16, 2020

C Space

The Brand Move Roundup – July 16, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Best Cordless Phones for Business

FluentStream

BEST CORDLESS PHONES FOR BUSINESS We’ve all had that moment where we just sat down in the breakroom to enjoy a freshly-toasted sandwich, or just got everyone together for a team meeting… and all of the sudden you hear the. Read More.

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Crisis, What Crisis? How Conn3ct Overcame Complex Transformation Challenges During COVID-19

Connect

At Conn3ct, our expert team solves complex transformation challenges that the larger OEMs and SIs can’t. Discover some of the problems we’ve helped our customers overcome, and find out how we help our partners build best-fit solutions for their customers.

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Practical Benefits of Using a Robust Survey Software

Wowdesk Blog

To run a successful business, you need to have a tool to gauge the opinions of your customers. It will help you improve and adopt the best practices advised by consumers to meet the industry expectations. . Surveys are a powerful solution that makes you learn about your company’s image and what impacts the customers. In the earlier days, door-to-door surveys were carried out to know about services and customer satisfaction.

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