5CA
MAY 4, 2020
For almost two decades, 5CA has been perfecting our work from home customer service model. The latest version, where we only ever hire agents to work from home, has been around since 2015, so it is clear that for us this is very much business as usual.
ClientSuccess
MAY 4, 2020
Over the past few months, SaaS organizations have seen their fair share of change and uncertainty. Regardless of your industry, there are changes occurring in the world that will have a lasting impact on the way SaaS teams and their customers do business. For customer success teams, challenging times can manifest themselves through different customer conversations (or lack thereof).
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Talkdesk
MAY 4, 2020
There’s very little certainty to these times, but there’s still work that has to be done, fast. According to recent research , 84% of IT decision-makers state integration challenges are slowing down their digital transformation efforts. Now working from home , contact center professionals are facing the challenge of quickly integrating new systems to ensure employees have access to all the data they need to properly support their customers.
Myra Golden Media
MAY 4, 2020
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In this short clip, learn how to use partnering language to show customers you’re on their side, and quickly create calm and regain control of the interaction. GET MORE IDEAS LIKE THIS.
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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
Contact Center Pipeline
MAY 4, 2020
What a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true. Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Victor Midgley
MAY 4, 2020
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Customer Experience Matters
MAY 4, 2020
Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.
Victor Midgley
MAY 4, 2020
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TeleDirect
MAY 4, 2020
You Can Say that Again: The Importance of Redundancy for Business Continuity. Now more than ever, remote-based business processing outsourcing (BPO) services are essential for businesses and non-profits to handle everything from customer service to lead generation. In the face of the COVID-19 global pandemic, it’s very much business as usual for certain sectors of the economy.
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.
OrecX
MAY 4, 2020
Several speech analytics vendors are now offering their solutions as a service. So-called Speech Analytics as a Service (SAaaS) presents a unique opportunity for businesses to mine their customer interactions for business intelligence and customer insight without the significant capital outlays and time required with premise-based approaches. Moreover, with so many agents working from home these days, SAaaS can also mine remote interactions.
Alorica
MAY 4, 2020
TUCSON, Ariz. — Those looking for a job in southern Arizona may have a new place to turn. Alorica — a customer service company — is hiring 460 workers at a call center in Tucson. A spokesperson for the company that employees, depending on their position, can recieve benefits like flexible schedules, paid training, medical/dental insurance, paid time off, paid holidays, sick time, a 401(k) plan and.
Tethr
MAY 4, 2020
Delivering a low-effort experience isn’t just important for customer service or customer experience departments, but for sales teams. Effort reduction and the ability to measure effort of sales calls is something sales leaders should concentrate on in order to boost sales conversion. Using the Tethr Effort Index (TEI), effort scores are assigned for every customer interaction and sales call without the need of survey deployment.
Jon Arnold
MAY 4, 2020
The Cloud Conventions virtual event is a week away, so it’s a good time to do a shout-out. Nobody knows how well these events will do in the current climate, but it’s free to attend, and I guess you just stay for as long as you want or can. My talk is titled The Evolution of Workplace Strategies , and happens next Tuesday, May 12, at 3pm - and I’ll be presenting live, via Zoom.
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!
pindrop
MAY 4, 2020
The cloud offers a lot of great functionality for contact centers, from slashing operational costs to reducing the burden on staff. However, despite its many benefits, many contact center companies are still wary of the cloud. Digital transformation can feel like a huge undertaking with all of the technology and operational changes companies must go through, and many companies are satisfied with their current infrastructure. .
Alorica
MAY 4, 2020
A workplace injury two decades ago when she was newly pregnant left Robin Ervin with neuropathy in her left leg and without a functioning bowel or bladder. She has been living on disability benefits since. Now as the coronavirus pandemic upends the economy, Ms. Ervin, 46, has found a way to get back into the work force: She is answering customer service calls for a regional retail chain.
Concentrix
MAY 4, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, various countries have started testing the Ebola drug Remdesivir as a potential coronavirus treatment. Other countries are continuing to ease existing lockdown restrictions. The following is a roundup of key events that have happened around the world in the last 24-48 hours.
Alorica
MAY 4, 2020
TUCSON, Ariz. — Those looking for a job in southern Arizona may have a new place to turn. Alorica — a customer service company — is hiring 460 workers at a call center in Tucson. A spokesperson for the company that employees, depending on their position, can recieve benefits like flexible schedules, paid training, medical/dental insurance, paid time off, paid holidays, sick time, a 401(k) plan and.
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
Uniphore
MAY 4, 2020
Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.
Alorica
MAY 4, 2020
Customer service provider Alorica Inc. said Friday it will be hiring 205 full-time employees in Las Vegas. The Irvine, California-based company is looking to fill positions at its two call centers, at 625 E. Pilot Road and 5070 W. Badura Ave. The openings include remote and on-site positions, but the company told the Review-Journal that all jobs will transition to on-site “when things return to.
Maru Group
MAY 4, 2020
I had a therapist tell me once to “replace the fear of the unknown with curiosity”. It took me a while to get it, but I did and over the past 15 years it worked. Until now. Because there is the unknown and then there is the unknown unknown. The “unknown” is the lack of knowledge about the immediate and/or long-term future but within a known social, cultural construct.
Alorica
MAY 4, 2020
A California-based call center wants to hire hundreds here and triple its Montgomery workforce as the coronavirus pandemic creates a surge in demand. Alorica employs about 200 people in Alabama’s capital city. Earlier this month the company said it wanted to hire about 50 more over the next few months. Now, Alorica says it wants to hire 398 more people in Montgomery right away.
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.
GetFeedback
MAY 4, 2020
We’ve written this guide as an introduction to the fundamentals of IxD.
Alorica
MAY 4, 2020
TUCSON, Ariz. — KGUN 9 is dedicated to helping our community rebound during these troubling times and part of that is letting you know whose hiring. One company in Tucson is looking to hire 400 people. “Actually we started our first class of 40 today and that will go through August,” said Alorica Site Director Jacob Vigil. “Flex schedule, paid training, medical and dental insurance, paid time off.
Skybridge
MAY 4, 2020
4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now. At a time when leadership teams of just about every brand in America are brainstorming ways to encourage customers to return, re-engage, and resume purchasing, there is a growing recognition that one of their greatest obstacles is an emotional one. Customers are spooked.
Alorica
MAY 4, 2020
A workplace injury two decades ago when she was newly pregnant left Robin Ervin with neuropathy in her left leg and without a functioning bowel or bladder. She has been living on disability benefits since. Now as the coronavirus pandemic upends the economy, Ms. Ervin, 46, has found a way to get back into the work force: She is answering customer service calls for a regional retail chain.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Calabrio
MAY 4, 2020
Here at Calabrio, like many companies, we are entering our eighth week working from home. For a team where the majority are based in an office environment, we have now passed the phase where working from home is an experimental novelty. By now, we have settled in. We have created new routines, made decisions about what is and is not possible to maintain during quarantine, and generally revolutionized the way we operate as a company.
Alorica
MAY 4, 2020
Customer service provider Alorica Inc. said Friday it will be hiring 205 full-time employees in Las Vegas. The Irvine, California-based company is looking to fill positions at its two call centers, at 625 E. Pilot Road and 5070 W. Badura Ave. The openings include remote and on-site positions, but the company told the Review-Journal that all jobs will transition to on-site “when things return to.
Skybridge
MAY 4, 2020
4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now. At a time when leadership teams of just about every brand in America are brainstorming ways to encourage customers to return, re-engage, and resume purchasing, there is a growing recognition that one of their greatest obstacles is an emotional one. Customers are spooked.
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