Serenova

OCTOBER 24, 2019

We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing. And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether

Customer Service 67

Customer Service Quality management Airlines Scripts 67

Contact Center Pipeline

OCTOBER 24, 2019

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules. There are certain unchangeable facts about any business. In the contact center, our business is people. On the surface, it may appear that our business is service, infrastructure or technology. But, […].

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Contact Center Technology Morale Call Center 133

The Call Center School

OCTOBER 24, 2019

Part 1: Workload Forecasting Skills. In contact centers today, roughly 65% to 75% of the total operating cost is consumed through paying the frontline staff. For that reason, the biggest opportunity for contact centers to manage or reduce cost is to optimize the utilization of their frontline workforce. To do this, most contact centers today have a workforce manager or an entire workforce management (WFM) department.

contact center workforce 71

contact center workforce Workload forecasts Contact Center Management 71

ChaseData

OCTOBER 24, 2019

The agents that fill the seats at your contact center are the lifeblood of your operation. Without them, your company could not function. However, just because they are vitally important does not mean you should let your agents dictate every aspect of their workdays. Rather, top-performing call center agents are those who receive proper direction, instruction, and correction when necessary.

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call center workforce Call Center Management Contact Center 40

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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.

Spearline

OCTOBER 24, 2019

A call center manager's role in a company is a difficult one. From analyzing the center's metrics, providing excellent support for their customers, and setting clear long-term goals and objectives for the company, they have a lot on their plate. But, one of the most important roles that a manager has is making sure the call center agents are trained, well looked after and motivated for their roles.

Call Center 56

Call Center Construction Feedback Advertising 56

Noble Systems

OCTOBER 24, 2019

If you’re a contact center manager, you might justifiably worry about having to cut your staff. You like your staff – they’re well-trained and personable and they make your customers feel great. What you notice, however, is that other companies are investing in automation as part of their contact center technology. Automation, in your mind, means replacing your human workers with software in order to cut costs.

contact center workforce 52

contact center workforce Contact Center Metrics Analytics 52

NICE inContact

OCTOBER 24, 2019

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. But maybe there is a happy medium for your agents - like when you are playing your favorite game or sport and completely lose track of time. Some people refer to that phenomenon as “being in the.

Contact Center 48

Contact Center Management Best practices CRM 48

Advantage Communications

OCTOBER 24, 2019

Statistics from the National Retail Foundation found that a staggering 20 to 40 percent of yearly sales for small and mid-sized retailers take place within the last two months of the year. Additionally, a study from LiveChat found that on average, retail websites receive 63 percent more visits during the holiday season - and can expect up to 120 percent more website visits on the busiest days.

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Working Solutions

OCTOBER 24, 2019

Today, more than ever, customer satisfaction is essential to your success. After all, a happy customer is a loyal customer—and loyal customers not only purchase more frequently from your company, but they tend to spend more, too. They’re also more likely to recommend you to their friends and family, which can bring you even more […].

Metrics 45

Metrics Call Center Customer Experience 45

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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

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McorpCX

OCTOBER 24, 2019

The Importance of Measuring the Customer Experience. In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many organizations are taking important steps to deliver on the promise of CX, they’re also challenged with measuring customer experience and tracking the value of CX and how it drives business results.

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Metrics Customer Experience Analytics Customer centricity 45

CSM Magazine

OCTOBER 24, 2019

With a recent study revealing that 75% of UK consumers are ‘expected to buy in at least one peak event’, and 60% expected to use a laptop or PC for their purchases, there’s no doubt that the peak retail season is continuing to grow in popularity year-on-year. How, when and why consumers buy has a massive influence on national business performance. Shopping is something fundamental to the mood and confidence of UK plc. but how we do it is constantly evolving, being driven by a perfect storm of co

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Big data Technology Analytics Personalization 45

LiveChat

OCTOBER 24, 2019

In one of our recent posts, we’ve talked about measuring the ROI of customer service. You’ve learned how to set up goals, measure them, and check the reports in the LiveChat app. You also know that the better the customer service, the easier it is to charm customers to buy your product. They’re also more likely to recommend you to their friends. Customer service is one of the factors that can give you leverage over other businesses.

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Benchmark Management Metrics Scripts 51

Noble Systems

OCTOBER 24, 2019

If you’re a contact center manager, you might justifiably worry about having to cut your staff. You like your staff – they’re well-trained and personable and they make your customers feel great. What you notice, however, is that other companies are investing in automation as part of their contact center technology. Automation, in your mind, means replacing your human workers with software in order to cut costs.

contact center workforce 44

contact center workforce Contact Center Metrics Analytics 44

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

LiveVox

OCTOBER 24, 2019

People with Disabilities Are Adding Value to Contact Centers October is National Disability Employment Awareness Month. Over 50 million Americans identify as visually or hearing impaired. That’s more than the populations of our two largest states — Texas and California — combined. But differently-abled Americans are disproportionately impacted by unemployment despite being a large talent.

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Quiq

OCTOBER 24, 2019

Share This Story. Accessing financial records, certain account information, and other sensitive data requires you to authenticate your customer’s identity. Quiq enables you to authenticate your customer’s identity without asking them to leave the messaging experience across all of our supported channels. You can even complete transactions with the confidence of having an authenticated customer.

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Accountability Customer Support Contact Center Customer Service 40

Working Solutions

OCTOBER 24, 2019

It’s been said many times before, but it bears repeating: Your customer service is only as good as the people who deliver it. No matter how sophisticated your contact center is, or how great your sales and marketing strategy may be, if the agents you use to deliver it are subpar—or understaffed—then the customer experience […].

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Creative Virtual

OCTOBER 24, 2019

By Chris Ezekiel, Founder & CEO. Artificial intelligence (AI) and data analytics are two components of customer experience (CX) plans that have the potential to either create noteworthy improvements to customer engagement or undermine efforts to increase customer satisfaction and loyalty. It’s essential that companies take advantage of the recent developments in these areas but do so in a thoughtful and strategic way.

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Virtual Agent Chatbots Self service Consulting 40

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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

Nicereply

OCTOBER 24, 2019

Political campaigns may conjure images of deceit, trickery, and underhandedness, especially when we imagine a House-of-Cards style election. But, the truth is, political campaigns are all about promoting the image and message of the political candidate as effectively as possible. When running a business, there are plenty of good (and bad) takeaways we can learn from political campaigns that can be used in everyday businesses.

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Marketing 40

Guru

OCTOBER 24, 2019

How does the Guru team stay on top of the changing sales enablement landscape?

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Sales 9

SharpenCX

OCTOBER 24, 2019

What if your newest MSRs could get their credit union education through technology? They could learn about the industry and their daily training without pulling in an already-over-scheduled manager. And, when they do interact with their managers and executives, they can focus on moving work forward, not just learning what the work is. Studies show MSRs who learn new skills or behaviors online use up to 60% less employee time than learning the same material in a traditional classroom.

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Education Coaching Contact center software Contact Center 64

inmoment

OCTOBER 24, 2019

We live in a fast-paced and sometimes disconnected, impersonal world. Many prefer texting to calling or face-to-face communication. We shop online for convenience—and because some of us just don’t feel like interacting with a sales associate. Waiting in line at a store or having to call into a service center can be painful. When the retail experience can sometimes be a hassle, why would we bother buying at brick and mortar when we can from the comfort of our homes?

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Personalization Feedback Surveys Sales 40

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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NICE inContact

OCTOBER 24, 2019

I don't know if the retail industry invented the term omnichannel but it was the first place I can remember hearing the term. The term was intended to capture the fact that, until then, you could deal with a single brand that had both brick-and-mortar and online stores, but the customer experience was as if they were.

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Customer Experience Best practices Contact Center Call Center 48

NICE inContact

OCTOBER 24, 2019

I don’t know if the retail industry invented the term omnichannel but it was the first place I can remember hearing the term. The term was intended to capture the fact that, until then, you could deal with a single brand that had both brick-and-mortar and online stores, but the customer experience was as if they were two completely different business.

Contact Center 48

Contact Center Enterprise Customer Experience Best practices 48