Fonolo

JUNE 10, 2021

Managing a call center team isn’t easy. Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. And if managers aren’t paying attention, this dynamic can severely impact work performance, customer satisfaction, and other aspects of their operation.

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

TechSee

JUNE 10, 2021

It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot. Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. Sure, they divert your workforce from more strategic tasks. . But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations.

Self service 207

Self service Analytics Transportation Healthcare 207

Steve DiGioia

JUNE 10, 2021

The other day I got a voicemail message from someone who sounded like they had a mouth full of marbles. I couldn’t understand most of what she said, and she spoke so quickly that each word just bled into the next. I even played the message back hoping to catch what I missed the first time. No difference. A question for you salespeople…. Why waste your time making a phone call and then expect someone to call you back when we can’t even understand what you are saying?

Customer Service 195

Customer Service Personalization 195

Contact Center Pipeline

JUNE 10, 2021

Chicago’s first hit “Make Me Smile” broke into Billboard’s Top 10 in March 1970. The song was written by founding member James Pankow as part of a song suite consisting of several movements. Different versions were edited together to complete the version most people are familiar with today, and the growling vocals were delivered by […].

Employee engagement 147

Employee engagement Contact Center Call Center Customer Experience 147

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. We all love a win-win. A two-for-one. A prize in the Cracker Jack box. Getting a little extra can be amazing. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Concentrix

JUNE 10, 2021

Collect and act on digital feedback fast with our preconfigured solution. The post ConcentrixCX VOC Essentials for Digital appeared first on Concentrix.

Feedback 118

Feedback 118

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

ChurnZero

JUNE 10, 2021

Celebrating the 35th class of unstoppable entrepreneurs who transform Mid-Atlantic and beyond. Ernst & Young LLP (EY US) today announced that Founder and CEO, You Mon Tsang of ChurnZero was named an Entrepreneur Of The Year ® 2021 Mid-Atlantic Award finalist. Now in its 35th year, the Entrepreneur Of The Year program honors unstoppable business leaders whose ambition, ingenuity and courage in the face of adversity help catapult us from the now to next and beyond.

Consulting 98

Consulting Consulting Enterprise Marketing 98

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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

Surveys

OrecX

JUNE 10, 2021

The goal of any voice capture platform is to record the customer and agent's voices in a high quality format and store that audio for later recall (for order verification, proving compliance, settling disputes, etc.) and to feed one's third party apps (speech analytics, voice biometrics and so on) to derive advanced customer intelligence. As such, capturing audio without any restrictions on storage, playback and portability is imperative to not hinder its ultimate utility.

APIs 87

APIs Contact Center Enterprise Analytics 87

Satrix Solutions

JUNE 10, 2021

Skim your inbox today and you might find a message from a company that does business with you asking for help in the form of a referral request. This is because there are so many benefits of generating leads from existing customers, not the least of which is that it can significantly bolster sales results. With B2B companies, loyal customers are especially valuable.

B2B 78

B2B Surveys SaaS Best practices 78

Jon Arnold

JUNE 10, 2021

Am back for Year 3 as Chair of this event, which runs under the much larger ITExpo banner, which is TMCnet’s flagship event. This is the first in-person event I’ve been involved with during the pandemic, and it’s difficult to say what the turnout will be. Being in Canada, travel is off the table for now, so I’ll be running some of the sessions virtually, while colleague Phil Edholm will be doing others in person.

Personalization 90

Personalization 90

Spearline

JUNE 10, 2021

Most organizations understand the importance of having numbers where their customers can reach them to discuss issues, raise questions, or receive additional information on products and services available to them. Businesses understand the value of such numbers in providing an omnichannel offering, improving customer experience, and enhancing brand reputation and loyalty.

Telecommunications 86

Telecommunications First call resolution Benchmark Engineering 86

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.

Customer Experience

Guru

JUNE 10, 2021

Routine allows some certainty in a world over which we have little control. As many of us try to predict how our routines will shift now that the CDC has revised its guidelines , there’s a cognitive and emotional difference between attending a family BBQ and the anxiety provoked at the thought of returning to one’s place of employment. Science (and common sense) says that human connection improves health, happiness, and productivity.

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PeopleMetrics

JUNE 10, 2021

Collecting customer feedback is one thing. Measuring and managing that customer feedback is quite another! And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

Feedback 71

Feedback Management Customer centricity Best practices 71

Avoxi

JUNE 10, 2021

Buy Online Get a Free Demo Travel and Hospitality Industry KPIs The Top Travel & Hospitality Industry KPIs KPIs or Key Performance Indicators are values that can help airlines, hotels, and resorts measure their progress and stay on track with their revenue. KPIs help provide a clearer picture of a company's performance and health—companies in… The post Hospitality KPIS appeared first on AVOXI.

Airlines 71

Airlines Contact Center 71

SharpenCX

JUNE 10, 2021

Most people don’t grow up dreaming about being a frontline customer service agent. It’s hard work. And, handling complaint after complaint is just plain exhausting. Unfortunately, even the best call center leaders can’t get rid of the high-stress moments and angry customers agents have to face on the job. But you do have influence over making your contact center a great place to work and motivating your team. 52 Questions to Ask Your Agents in 1:1s How to start a 1:1 conversation to foster meani

Morale 67

Morale Call Center Contact Center Coaching 67

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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.

Self service

Avoxi

JUNE 10, 2021

Buy Online Get a Free Demo Hosted PBX vs. VoIP vs. SIP Trunking How are Hosted PBX, VoIP, and SIP Trunking different, and what role do they play in business platforms like Microsoft? The Role of PBX, VoIP, & SIP Trunking for Business Moving your business phone system to the cloud is a big decision… The post Hosted PBX vs. VoIP vs. SIP Trunking appeared first on AVOXI.

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voip 62

Alorica

JUNE 10, 2021

IRVINE, Calif., June 10, 2021—Alorica Inc., a global leader in customer experience solutions, announced today the promotion of Dan Montenaro to Executive Vice President & General Counsel. In his new role on the company’s executive leadership team, Montenaro will oversee all global transactions, compliance, corporate governance, dispute resolution, and intellectual property functions for Alorica.

Government 62

Government Customer Experience 62

Interaction Metrics

JUNE 10, 2021

No more useless data! Biased questions are out. Representative samples are in. Objectivity is the standard. Nuanced analysis wins. Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. The goal continues to be to help clients understand the customer experience deeply so they can grow customer loyalty.

Metrics 62

Metrics Surveys Education Feedback 62

BlueOcean

JUNE 10, 2021

As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different. Today we look at how this last consideration applies to the way companies are investing in customer care. We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers.

Customer Care 62

Customer Care outsourcing Contact Center contact center solutions 62

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!

Feedback

Concentrix

JUNE 10, 2021

Learn about innovative ways technology helps capture feedback across digital micro-journeys. The post The Evolution of Digital Feedback appeared first on Concentrix.

Feedback 62

Feedback Technology 62

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results? The problem comes down to a lack of coaching quality and on-the-floor facetime.

Coaching 59

Coaching Call Center Average Handle Time Contact Center 59

Concentrix

JUNE 10, 2021

Deliver better digital customer experiences with our new next-gen feedback solution. The post ConcentrixCX VOC for Digital appeared first on Concentrix.

Feedback 62

Feedback Customer Experience 62

Nicereply

JUNE 10, 2021

Relationships are complicated already, but imagine missing an exciting date with a person you really connected with because of a bug in your dating app. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. The value of customer experience is clear. It is a differentiator for companies. Customer-facing teams, such as Support and Success, can help you provide the CX your customers expect.

Customer Support 59

Customer Support Customer Experience Self service Customer effort 59

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

Journey mapping

Concentrix

JUNE 10, 2021

Get three tips for transforming your digital customer feedback surveys. The post The Evolution of Digital Feedback appeared first on Concentrix.

Feedback 62

Feedback Surveys 62

Quiq

JUNE 10, 2021

Share This Story During their annual F8 Refresh conference, Facebook announced the Messenger API for Instagram has exited beta and is now available to all businesses looking to forge deeper relationships with their customers through scalable, 1:1 conversations. The new API enables consumer brands to scale automated conversations within Instagram Direct Messages and presents a strategic opportunity to deliver premium customer experiences on one of today’s most popular social networks.

APIs 52

APIs Accountability CRM Personalization 52

Grupo Noa

JUNE 10, 2021

Why do we need multilingual customer services? Contact centers all over the world tend to satisfy the needs to those who does not necessarily know English. Having that in mind, most of the call centers, telecallers have multilingual proficiency for inbound customer support. This is why multilingual customer services are the most frequently looked for.

Customer Service 52

Customer Service virtual call center Call Center outsourcing 52