Thu.Jan 14, 2021

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Boost Agent Satisfaction in Your Contact Center with These 9 Inclusive Practices

Fonolo

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires.

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Legal and Regulatory Developments in 2020—and What to Expect in 2021

Contact Center Pipeline

Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way of life and caused tremendous economic losses. On top of that, we just completed a bitterly contested presidential election. While all this was happening, important things were happening on the legislative […].

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Make Your World Revolve Around The Customer – Tip #24

Steve DiGioia

Customers need to know that you have their best interests at heart. As business owners or managers, we get too bogged down with the day-to-day machinations of business and forget the ultimate goal; to satisfy our customer’s needs. We forget what Peter Drucker famously said that the purpose of a business is to create and keep a customer. We focus more on payroll than the proper staffing needed to service our customers.

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Teach smart devices to see what you see: Why TechSee is one of the best R&D companies to work for

TechSee

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. Never heard of TechSee? That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward.

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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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Dive Into 2021 with an Eye on the Future of the Contact Center Industry

Aspect

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. Our industry has never experienced a global pandemic and subsequent multi-market meltdown as a plausible scenario. But as the markets have recently indicated, there is optimism as recovery is looming on the horizon.

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Migrating to VoIP

Spearline

The growth of VoIP and SIP. The clock is also counting down on the use of legacy global telephony infrastructure. Global Market Insights suggests that by 2025 the VoIP (Voice over Internet Protocol) market will have grown to $55 billion from approximately $20 billion in 2018. This prominent evolution has been spurred largely by three factors - firstly, the increased use of cloud services and personnel who are more experienced and comfortable operating in a virtual arena.

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ChurnZero Once Again Named the #1 Momentum Leader by G2

ChurnZero

ChurnZero is named the Momentum Leader, Highest Rated product, and the Best Relationship provider in the Customer Success category on G2. G2 #1 Momentum Leader. ChurnZero, the real-time Customer Success platform, has again been named the #1 Momentum Leader in the Customer Success category on G2 for the 7 th consecutive quarter in a row since the grid’s debut.

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7 steps to navigate the changing CX landscape

Talkdesk

The pandemic is forcing businesses to rethink how they approach and invest in CX. Business leaders have been turning to technology to improve customer interactions for years now, but the pandemic has put customer experience (CX) transformation into overdrive. CX leaders are being forced to rethink how they approach and invest in CX. CX is critical to every business, but before the benefits of a successful CX strategy can be felt, business leaders must be capable of quantifying and measuring CX.

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Customer loyalty survey questions

GetFeedback

20 essential customer loyalty survey questions and surveying best practices.

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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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The Most Effective Cold Calling Scripts Look Like This

Quality Contact Solutions

I can’t tell you how many times I’ve heard, read, or have had someone make a snarky comment about cold calling not working; it’s a thing of the past or my personal favorite…. cold calling is dead. I guess that those folks did not have their cold calling scripts effectively dialed in or just really didn’t like cold calling and were looking to hurry and skirt away from the topic altogether.

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7 Proven Strategies to Retain Your Customers During The Pandemic

Nicereply

The Pandemic has not just upended the world but also completely reorganized the way businesses operate. B2B marketers must now develop creative strategies to retain their customers even during the pandemic. The business landscape is always evolving and dependent on various external factors like cultural, economic, social, and political. And in such trying times, everything is uncertain.

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Why Your Call Center Needs to Make The Virtual Switch

TCN

What is stopping your call center from making the virtual switch? The year 2020 alone. The post Why Your Call Center Needs to Make The Virtual Switch appeared first on TCN.

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5 Reasons Call Center Agents Aren’t Learning Enough in Remote Training

ScreenSteps Call Center

Have you noticed that your virtual trainings haven't gone quite as well as your classroom trainings did? Reps quit out of the blue after the first week. No one's interacting (except for that ONE who always chimes in before anybody else can contribute).

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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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How BPO Services Help Edutech Win More Students

OctopusTech

The EduTech sector has come out of the boundaries of traditional educational services and adopts modern technology to enhance the educational experience. BPO Services play a crucial role in the process when a student wants guidance and certain information, call center’s experienced agents help them to solve the queries over calls, emails, and texts.

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Embracing Contact Center AI in 2021 - My Latest for Upstream Works

Jon Arnold

I recently finished a 3-part series for Upstream Works on CX drivers for 2021, and the last piece focused on AI. Contact center has long been a prime use case for AI, both for improving CX and supporting agent engagement. Lots of ground to cover, and this Insight Report has been posted now on their site. As with the other writeups in this series, the content is gated, so you need to register to get the download.

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Moving into CS Leadership Through Growth

Strikedeck

Mel Bilge shares her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position. The post Moving into CS Leadership Through Growth first appeared on Strikedeck | Customer Success Platform.

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Oracle Startup Idol - Am Judging Again

Jon Arnold

This one kinda crept up on me, as the event is at noon ET today, and am back serving to judge another round of startup pitches from the Oracle for Startups program. This time around, we’ll be hearing from ATLAS, Cognicor, HEARTio, Reengen, SmartHint and Tracifier. These are all new companies to me, and there’s a lot of AI, healthcare and sustainability in the mix, along with a bit of blockchain.

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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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Inference Analytics Advanced Neural Network generates impressions based on radiologist findings

Nuance

In radiology, a lot of attention has been focused on pixel-based solutions that analyze images to detect possible abnormalities, take measurements, and assess multiple parameters, such as tissue density and functionality. Inference Analytics is unique as it offers a non-pixel solution that applies deep learning-based Natural Language Processing (NLP) to unlock valuable clinical information trapped [.

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Success Story: How Royal Caribbean International Transformed CX and Agent Workflows Using SpeechIQ

LiveVox

Royal Caribbean International is one of the world’s leading cruise companies, priding themselves on continuous innovation and a commitment to providing friendly and engaging service to their global customer base. They were able to leverage SpeechIQ’s Call Driver reports to understand the reason for every inbound customer call. These reports gave much more detail, and […].

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Rising to #4 on FlexJobs’ 2021 Top 100 Companies

Working Solutions

Working Solutions ranked among the FlexJobs Top 10 as well. We placed #5 in 2020, again #5 in 2019, #10 in 2018, #7 in 2017 and #9 in 2016 in the rankings. The post Rising to #4 on FlexJobs’ 2021 Top 100 Companies appeared first on Working Solutions.

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Why are attendance management programs essential?

Call Experts

Employee experience can substantially impact how your business runs. One of the easiest ways to improve your team’s experience is by implementing an attendance management and call-out program. From old punch cards to administrative staff manually tracking call-outs in a spreadsheet, attendance management systems have historically cost companies a lot of time and money.

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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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CSat Scores in the Gutter? Send Them Skywards in 5 Simple Steps

Babelforce

Do you want to keep your customers? Then keep your customers happy. You know how important experience is because you’re a customer. And even if you’re an incredibly price-conscious customer, you know that saving a buck isn’t worth dealing with bad service. Here’s the flipside – when a business can provide A+ experience to customers, they don’t need to lean on their pricing to keep up customer loyalty.

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Rising to #4 on FlexJobs’ 2021 Top 100 Companies

Working Solutions

Working Solutions ranked among the FlexJobs Top 10 as well. We placed #5 in 2020, again #5 in 2019, #10 in 2018, #7 in 2017 and #9 in 2016 in the rankings.

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2021 Challenges and Priorities

Strategic Contact

In our sixth year of asking contact center professionals about their biggest challenges and priorities, we found out that their vision for the coming year was overshadowed by the global pandemic that has disrupted everyone and everything. As such the theme I’d pick for the year is agility. Not enough centers had it, and going.

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Employee Call Off Hotlines, Your HR Manager's Best Friend

Ambs Call Center

When you’re a busy HR Manager at a mid-size to large company, staying on top of employee absences can be a burden.

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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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How to end the conflict between marketing and customer service

Toister Performance Solutions

Some feuds are timeless. You have the Capulets and Montagues. The Hatfields and McCoys. And of course, there's marketing and customer service. What's their beef? I talked to both departments to get their sides of the story. The answers revealed a fundamental problem that plagues many companies. Here’s what they had to say. What does marketing want from customer service?

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What's Possible With JustCall-HubSpot Phone Integration?

JustCall

How often have you found yourself toggling between applications to ensure all your data is correctly placed? Quite often, isn't it? Thankfully, phone integrations are helpful tools for virtually every business, no matter the size or industry. Integrations ensure that all your data is in one place. So, if you are a HubSpot customer and looking for a cloud-based phone system for your business, then you have dropped in at the right blog post.

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3 Considerations for an opti-channel digital transformation strategy

Interactions

Advancing consumer technology and the pandemic has made digital transformation a top priority for business leaders across all industries. What once was a nice-to-have has quickly escalated to a must-have for businesses wanting to compete in the modern age. And it’s no longer just about having digital channels, like websites and apps, but having an integrated system of digital accessibility so that customers can quickly and efficiently get done what they need. .