Contact Center Pipeline
DECEMBER 10, 2020
The COVID-19 pandemic has led to a rapid and global shift of moving contact center agents and supervisors to a work-at-home model, giving rise to two central questions: How has this impacted performance; and is the traditional work-at-home model sustainable? Common industry wisdom favors a 100% work-at-home model as the best chance for sustainability, and […].
Aspect
DECEMBER 10, 2020
Call centers around the globe experienced some truly remarkable phenomena in 2020. There was a complete shift to remote work, unprecedented demand and tireless efforts of our workforce and administrators who had to juggle innumerable challenges but remained focused and dedicated. This year has also been the year that omnichannel communications and marketing exploded.
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Toister Performance Solutions
DECEMBER 10, 2020
Customer service is getting worse. That's the finding from two recent reports. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. You can stand out from the competition by being average. Forget wows. Stop worrying about delight. Don't fret over extraordinary.
Talkdesk
DECEMBER 10, 2020
We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. . With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.
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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.
Concentrix
DECEMBER 10, 2020
Best in Biz Awards Recognizes Concentrix’ People-Focused Approach to Culture, Diversity and Inclusion. The post Concentrix Named Best Place to Work appeared first on Concentrix.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
DECEMBER 10, 2020
In a recent podcast interview, Kees and Josh were joined by the owner and founder of Screenzest, Michel Colaci has a background in digital communications and the telecommunications industry. Screenzest creates tailored web design, app development, video production, and graphic design, primarily specializing in schools and the education sector. During the conversation, Michel provided insights into the benefits of different communication services, such as Fax and SMS messaging for businesses.
Hello Customer
DECEMBER 10, 2020
2020 accelerated customers’ expectations. It has pushed companies to rethink their value proposition and to show creativity in the face of adversity. But how has consumer behavior changed concretely? And where will it head towards in 2021? We asked Tom De Ruyck, global consumer expert, to share his knowledge on the matter. Here are some key takeaways from our latest webinar session. #1: Is the ‘new normal’ really all that new?
Ameyo
DECEMBER 10, 2020
When an organization decides to set up its contact center, one of the most important (if not the most important) considerations is to decide whether to go for an on-premise contact center solution or a cloud-based solution. With so much conflicting information available today (thank you internet), making this decision can be tricky. Today, let … On-premise Vs Cloud Contact Center: How to Make the Right Choice Read More » The post On-premise Vs Cloud Contact Center: How to Make the Rig
UJET
DECEMBER 10, 2020
Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.
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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
Interactions
DECEMBER 10, 2020
A brand’s long term success and relevance is directly related to their appetite to innovate. We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Think of Blockbuster, the once movie distribution giant of the early 2000s who didn’t accept the reality of their own digital transformation and eventually succumbed to disruptive new company, Netflix. .
UJET
DECEMBER 10, 2020
Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on. Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player.
NICE inContact
DECEMBER 10, 2020
The holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too. Here are easy tips and ideas for low-cost ways to diffuse tension and bring more fun to December, no matter what industry you’re in.
Avoxi
DECEMBER 10, 2020
Dear Valued Customers, Oh, what a year 2020 has been. First and foremost, thank you to all of our customers, vendors, and employees who’ve helped us navigate through this unprecedented time. Your steady outreach to us regarding your needs, challenges, and desires for a better user and customer experience has me excited to share with… The post CEO Message: A Look Back at 2020 appeared first on AVOXI.
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!
Guru
DECEMBER 10, 2020
Scaling up a successful customer support team is no simple task. It takes the right combination of product, processes, and people to hit the mark. 84% of companies that work to improve their customer experience report an increase in their revenue. Let's explore the three components of scaling a best-in-class success team that is positioned to build and retain stronger customer relationships.
Jon Arnold
DECEMBER 10, 2020
The folks at UK-based Enterprise Management 360 have come up with a new series called Emerge5, where speakers like me share our perspectives in short, 5-minute video segments. Being December, they wanted my outlook for 2021, so the focus was 5 key trends to watch for in the collaboration space. My segment is running now on the EM360 sit e, and if you give it a watch, I’d love to hear your feedback!
Skybridge
DECEMBER 10, 2020
A New Standard in Customer Experience. Laresa McIntyre, CFO of Skybridge Americas possesses that rare combination of visionary leadership, an acute focus on bottom line results, and a passion for building and leading motivated, high performing teams. She believes that, by inspiring all team members to approach their work collaboratively and innovatively, the organization can maintain the superior operational and financial excellence that benefits all stakeholders: customers, investors, and team
Call Experts
DECEMBER 10, 2020
The coronavirus pandemic (COVID-19) has hit the world. Businesses across the globe are in a critical position, many fighting to stay open. As health experts work hard to serve patients and create a vaccine, the truth is that the numbers are rising in America, and no one can be sure when we will be “out of the danger zone.”. Anthony Fauci, director of the National Institute for Allergies and Infectious Diseases , said, .
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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.
JustCall
DECEMBER 10, 2020
Customers look for quick resolutions to their queries-be it before buying a product or using a service. The quick resolution power of agents comes from experience, that begins with effective call center training. Managers supervising a call center or a contact center know that their agents require regular call center trainings. Call center training is crucial for agents, both of sales and support so that they can deliver exceptional customer service.
FluentStream
DECEMBER 10, 2020
The countdown to the holidays has officially begun! Unlike me, assembling a checklist of seasonal changes to your business phone system is probably the last thing on your mind. I don’t blame you. It’s a busy, and sometimes stressful time. Read More.
TCN
DECEMBER 10, 2020
As times are changing for a post-pandemic transition, call centers are switching to inbound solutions. The post Inbound Call Center Services for COVID Times and Beyond appeared first on TCN.
bold360 Blog
DECEMBER 10, 2020
As the COVID-19 pandemic has shown, organizational agility is essential for crisis-proofing (and future-proofing) your customer and employee experiences. With change happening now faster than ever, organizations must be ready to pivot amid ongoing uncertainty. Adopting digital-first approaches to engagement (for both CX and EX) empowers you to do exactly that, providing the needed flexibility to scale your support strategy and as your customers and employees adjust to the “new normals” of today
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
Creative Virtual
DECEMBER 10, 2020
By Mandy Reed, Global Head of Marketing. Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020.
CSM Magazine
DECEMBER 10, 2020
In recent years, names like Siri and Alexa have become part of our daily lives. From calling a friend to searching for the closest café, we are embracing voice technology increasingly more every day. Data shows the number of people using voice technology will only increase in the coming years. According to the Capgemini Research Institute, in the next two years, 70% of people will start using voice assistants instead of using brick-and-mortar stores.
Knowmax
DECEMBER 10, 2020
The importance of effective knowledge management to support remote workers.
Brad Cleveland Blog
DECEMBER 10, 2020
When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this video, I summarize three tools that we often recommend for their usefulness in customer service settings.
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.
SmartKarrot
DECEMBER 10, 2020
The importance of having a milestone for completing a task can rarely be over-emphasized. Until you have a goal in mind, the overall steps needed for completing a task seem to be meaningless. And when the process of reaching that goal turns into a game, the likelihood of completion of the task increases manifold. SaaS gamification is one such technique that has helped businesses up to a vast extent in this context.
Brad Cleveland Blog
DECEMBER 10, 2020
When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this … Continue reading → The post Root Cause Analysis in Customer Service appeared first on Brad Cleveland.
SmartKarrot
DECEMBER 10, 2020
Role: Director of Customer Success – (Must have experience with HR Tech) Location: London, England, United Kingdom Organization: Expert Executive Recruiters As a Director of Customer Success, you will be responsible for owning EU Enterprise and Mid-Market book of business with targets on net retention (with main KPIs on low churn and upsells). Mentor and empower Senior Account Managers to be the leaders of tomorrow while all the time scaling for business growth.
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