Tue.Jul 20, 2021

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Embracing Agility in the Contact Center

Contact Center Pipeline

Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward. It has been 20 years since a group of software industry thought leaders created the […].

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Amazing Business Radio: John Ball

ShepHyken

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).

Chatbots 384
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6 Tips to Optimize Your Call Center IVR

Fonolo

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs. An optimized IVR system is essential to call center software , as it reduces costs, improves customer satisfaction, increases first-call resolution (FCR), and increases overall call center efficie

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Building Sales Confidence is Everything

Integrity Solutions

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. They’re secure in the knowledge that they have what it takes to deal with whatever challenges or setbacks come their way—and they behave accordingly.

Sales 128
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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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Alorica Taps Former SiriusXM And Fox Executive Michael Moore As Senior Vice President, Customer Experience And Digital Solutions

Alorica

IRVINE, Calif., July 20, 2021—Alorica Inc., a global leader in customer experience solutions, announced today the appointment of Michael Moore as Senior Vice President, Customer Experience (CX) and Digital Solutions. Expanding on his successful executive consulting engagement with Alorica, Moore assumes responsibility for strategic leadership, account development and client advocacy in customizing.

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Recruiting Smarter: Key Tips for Hiring Quality Agents in the Work-From-Anywhere World

Vistio

Remote work is here to stay. As contact centers reopen, contact center managers and recruiters are faced with a new challenge: adapting pre-pandemic recruiting practices to a new business environment. But what if instead of adapting your old hiring practices, you take this time to start fresh? Establishing new hiring practices allows you to support an environment that includes agents working both in a brick-and-mortar contact center and remote.

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How To Get Your Customers Thriving (Not Just Surviving) in the Wake of the Pandemic

Momentum Telecom

The way we approach work has been altered, potentially for good. While the workforce may not be completely remote, it doesn’t look the way it did before either. In the wake of the pandemic, we’re seeing the rise of the hybrid workforce. . How can today’s businesses ensure their customers are set up to be as successful as possible when they can’t meet face to face?

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How do VoIP codecs affect your business?

Spearline

Voice over Internet Protocol (VoIP) is an efficient and cost-effective solution which allows individuals to make calls over an internet connection. It is a flexible system that converts your data, voice or video into digital signals. VoIP allows for clear communications, without reliance on large, expensive and often complex telecommunications equipment.

voip 98
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Webinar Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies

Education Services Group

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. (Watch it here if you missed it!). They answered a number of audience questions during the session (recapped here on ChurnZero’s blog, but there were so many great ones, they didn’t have a chance to answer them all.

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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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How to Use Call Tagging to Enhance Your Contact Center?

NobelBiz

Imagine having to manage hundreds of document on a daily basis without a way to categorize them. In this regard, contact centers require a system for sorting, categorizing, and organizing all of their call data. Otherwise, client files are rendered useless without this process, unable to give price andrelevant information since there is simply too much data to sort through.

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How to get started understanding and improving employee satisfaction

delighted

At the end of the day, do your employees feel a sense of pride in the work they’ve accomplished? Do they feel motivated to reopen their laptops the next day to keep pursuing and achieving their goals? Do they feel productive, valued, and recognized for their contributions? The answers to these questions reveal how satisfied your employees are. And while you want to understand what makes each of your employees happy and motivated, it’s also critical that you understand the overall level of satisf

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Scale and efficiency—why AI makes more sense than medical scribes

Nuance

When I was interviewing at the University of Virginia Medical School for their residency program, they told me I’d see just as many patients in three years as the average resident in a four-year program because of their medical scribe program. I knew that documentation was a burden and a significant contributor to burnout, so [.] The post Scale and efficiency—why AI makes more sense than medical scribes appeared first on What’s next.

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Send Zapier SMS From VirtualPBX

VirtualPBX

Since we released our Business SMS feature, our Zapier Integration has allowed to you to receive SMS messages and act on them, such as by saving your messages in a spreadsheet or database. Our latest update lets you send Zapier SMS messages as an action. If you have our Business SMS feature active on your account, you can now respond automatically to other inbound triggers within your Zapier account.

CRM 98
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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Address the Needs of a Hybrid Workforce with Cloud Communications

Momentum Telecom

Virtually every company had to address the issue of a remote workforce when the pandemic hit in 2020. Today, research indicates [1] that a hybrid workforce – where some employees work in the office, some work from home, and some split their time between the office and home – is likely to be the future of work. Cloud communications is a critical component because one of the biggest challenges business leaders face is ensuring that all employees interact effectively, regardless of where they’re

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Best Zoho Survey Alternatives & Competitors

ProProfs Blog

Zoho Survey is a popular survey creation tool that helps you create a reliable and actionable survey in minutes. It has all the features required to create a basic survey. You can choose from interesting templates like customer satisfaction surveys , employee engagement surveys , healthcare surveys, education surveys, non-profit organization surveys, and much more.

Surveys 78
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Supply Chain Risks: It’s Everybody’s Business

ConvergeOne

There is an old saying that states, “Take care of your house and let others worry about theirs.” This might be valid in the pre-internet world, but with so many dependencies and relationships that have been created between partners and third-party suppliers, the “trust but verify” motto has become commonplace—or has it? Companies are only as strong as their weakest links.

Education 112
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3 Things You Need to Know About Measuring and Boosting Customer Net Retention

ClientSuccess

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. It can be markedly more expensive to find new customers rather than keeping existing ones, not to mention taxing on internal resources. The past year has highlighted precisely how critical current customers are to the success of SaaS organizations, thanks in large part to net retention rates.

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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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Chatbot vs. Live Chat: Which is Better for your Customer Service?

Comm100

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. As a result, they stick with the channels that have worked for them in the past, without putting much thought into whether that channel is also right for their future.

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Guide to Porting Landlines to a VoIP System

FluentStream

Porting your phone numbers from a landline provider to VoIP sounds like a complicated process. But fortunately for businesses both big and small, all it takes is a little prep work for Number Porting to be a breeze. The most. Read More. The post Guide to Porting Landlines to a VoIP System appeared first on FluentStream.

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Customer Retention Strategies: 16 Methods for Retaining Customers

JivoChat

Are you having trouble retaining customers? It’s a problem for many businesses, especially in competitive markets. People have a lot of options these days, so if you don’t have good customer retention strategies , your business won’t be as stable or profitable. It costs five times as much to win a new customer as it does to retain an existing one. Customer retention is cheaper, more profitable, and in many ways easier than acquiring new customers.

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Guide to Porting Landlines to a VoIP System

FluentStream

Porting your phone numbers from a landline provider to VoIP sounds like a complicated process. But fortunately for businesses both big and small, all it takes is a little prep work for Number Porting to be a breeze. The most. Read More. The post Guide to Porting Landlines to a VoIP System appeared first on FluentStream.

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The Truth About Customer Journey Mapping

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.

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Why You Need Vanity Phone Numbers for Business?

JustCall

Did you know that 74% of customers contact customer service by phone? Moreover, did you know that customers and customers-to-be will prefer calling you to others only if your contact number is easy to remember? And, how about the well-known old jingle? How many cookies did Andrew eat? Andrew ate 8,000. Andrew 8- 8000. Yes, you got that right. We are talking about the easy-to-remember alphanumeric sequences.

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Building Confidence in Sales is Everything

Integrity Solutions

In many ways, building confidence in sales is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. They’re secure in the knowledge that they have what it takes to deal with whatever challenges or setbacks come their way—and they behave accordingly.

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What Is Predictive Search? Reasons & Tips to Implement It

Inbenta

Contents: What is predictive search? Are autocomplete and predictive search synonyms? =. How does predictive search work? Reasons to implement predictive search. Implementing predictive search with Inbenta. Imagine how our ancestors would react if they saw the way we look for, find and consume information. Pretty sure they would be shocked. Online search was a revolution from its very first beginnings.

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The Best Combination for You Call Center: TCN and Salesforce

TCN

Used as a unified platform within Salesforce, TCN is now fully integrated with Salesforce. Branded. The post The Best Combination for You Call Center: TCN and Salesforce appeared first on TCN.

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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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Technology’s Most Significant Contribution to Sports Development

CSM Magazine

As we all know, technology has progressed throughout time. This implies it has taken a significant step toward making our lives smoother, and it is constantly striving to improve and provide a more industrialized living for all. Technology advancements in sports have dramatically increased the quality of our favorite contests. Athletes and teams are greater than ever before, and the bar is being upped as technology improves.

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How Did the Pandemic Affect the Global Language Industry? A Webinar Recap

Certified Languages International

The panelists: Simon Andriesen, CEO at MedLingua; Michelle Rabie, ST Communications; Jinny Bromberg, President at Bromberg & Associates; and Kristin Quinlan, CEO at Certified Languages International. In a webinar hosted by the Globalization and Localization Association (GALA), leaders from four language companies gathered to reflect on what the heck happened over the last year.

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Spearline expands number testing to cover 94% of global GDP

Spearline

Spearline has rapidly expanded its global presence and enhanced its testing and monitoring capabilities through increasing its in-country points of presence (POPs). The technology company allows global organizations to proactively carry out testing on their numbers and network through an automated Voice Assure platform. Customers receive realtime alerts as soon as an issue is detected and these can be used to escalate the problem to the carrier.