Contact Center Pipeline
MARCH 10, 2021
The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees could gain access to company systems and serve customers from home, they breathed a sigh of relief—crisis averted. But for employees, […].
Monet Software
MARCH 10, 2021
The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Is it us, or is the “new normal” starting to feel kind of, well, normal ? We’re all adapting since COVID-19 struck, maybe better than we initially expected. But what does the future hold once this pandemic passes?
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Quality Contact Solutions
MARCH 8, 2021
Ryan Apodac, Trainer Understanding how to deliver training virtually is more relevant now than ever before. With more employees working remotely, we spruced up and added a few more helpful nuggets to this post to share with our readers. Since 2011 Q uality C ontact S olutions has delivered training in a virtual environment. We’ve ironed out the wrinkles and determined what’s been the most successful in information delivery and retention.
CCNG
MARCH 12, 2021
New data from The Northridge Group provides a clear message to businesses. Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.
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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.
ShepHyken
MARCH 10, 2021
I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
MARCH 8, 2021
The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 1.
Callminer
MARCH 8, 2021
Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 on March 18.
ShepHyken
MARCH 12, 2021
This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick. Needless to say, luxuries of life have been replaced by the ‘must-have’ items.
CX Global Media
MARCH 9, 2021
Employers must first know what their workforce looks like compared with the labor market and inequities based on demographics. You need to identify how a. Read more. The post Enhancing customer experience: How Equity, Diversity And Inclusion Enhances CX appeared first on Customer Experience Strategy and Tactics.
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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
Contact Center Pipeline
MARCH 11, 2021
I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister Rogers was a patient and gentle character created by the real-life Fred Rogers, and the host of the PBS children’s show “Mister Rogers’ Neighborhood.” The show aired nationally on American […].
TechSee
MARCH 10, 2021
We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers.
Integrity Solutions
MARCH 11, 2021
Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. By Bruce Wedderburn. What is the ‘digital disconnect’ and how effectively are you dealing with it? While salespeople across industries are settling in to a world of hybrid and remote sales , most are still working to adapt to the nuances and variables that can affect success in a virtual selling environment.
Toister Performance Solutions
MARCH 11, 2021
This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. Others saw their businesses dry up and were forced to lay people off. A report from Benchmark Portal found that agent satisfaction has remained fairly high.
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.
Contact Center Pipeline
MARCH 9, 2021
The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which people used idiomatically early in the 1700s to mean continue something,” according to the website Writing Explained. This article continues my January 2021 Pipeline column, “Get the Ball Rolling,” which means to start the action. […].
Eptica
MARCH 12, 2021
Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Published on: March 12, 2021. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.
Liveops
MARCH 11, 2021
Forrester recently announced that remote work will rise to three times pre-COVID levels. Many enterprises managed to work through the logistics of having a remote team, and as they adapt to a more remote environment moving forward, unique challenges persist. How do companies ensure that their teams remain efficient, productive, and satisfied while working from home?
HelpCrunch
MARCH 11, 2021
No man is wise at all times. And there is no getting around it. Mistakes do happen, no matter the industry you’re engaged in. The system went down, a client’s package is lost, the food [ … ]. The post How to Apologize for the Inconvenience More Elaborately appeared first on HelpCrunch blog.
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!
GetFeedback
MARCH 7, 2021
We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space.
Outsource Consultants
MARCH 8, 2021
What’s that tension building in your temples? It’s been a growing nuisance ever since your company decided to outsource to a new call center partner— and now it won’t seem to go away. Finding and selecting an outsource call center can easily become a time-consuming headache. The procurement process has become more complex, with “hot” outsourcing geographies emerging and the BPO vendor landscape rapidly evolving.
CSM Magazine
MARCH 11, 2021
More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. It is vital to understand both pros and cons of outsourcing to know whether it’s the right move for your company. In this article, you can read about the good and the bad and decide based on what you learned.
Nicereply
MARCH 9, 2021
Support automation helps customer support teams deliver the same (or better) customer experience much faster. Automation seems too good to be true. The marketing buzz can often stretch the truth of what’s currently possible. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human.
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.
Taylor Reach Group
MARCH 8, 2021
By Peg Ayers. The decision to engage a contact center consultant is not made lightly. Discussions may take place over weeks, months or even years, identifying problems in need of solutions, perhaps trying ideas that don’t solve those problems, and eventually deciding experts are needed. Here at The Taylor Reach Group, for example, we are often called in to complete Strategic Assessments, where we analyze all aspects of a contact center and make a significant number of transformational recommen
Expivia
MARCH 11, 2021
How do you make sure you have the right number of agents on call? Your call center’s success depends on it. Yet, it’s not easy to find the optimal number of agents you need. Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? Workforce management is the institutional process of maximizing the efficiency and performance of an organization.
Quality Contact Solutions
MARCH 11, 2021
By A.J. Windle, Director of Client Engagement. At Quality Contact Solutions , we believe our company exists because sales drive the world. Consumers demand great products/services, and businesses worldwide work tirelessly to fill that demand every day. Quality Contact Solutions is no different, and proud to be part of the sales world that keeps our economy running.
Nicereply
MARCH 10, 2021
Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system. In fact, a poor customer service experience is one of the top reasons consumers (B2B and B2C) switch brands, providers, or partners.
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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.
ChurnZero
MARCH 10, 2021
ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. . “As shown by our employee engagement research and exceptional revenue growth rates of the cloud sector, SaaS companies are very well-manager,” commented Matt Harney
TeamSupport
MARCH 10, 2021
“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. The challenge is to gather and use the data from every interaction to move your team out of reactive mode and into far more effective proactive stances.” 1. That’s part of the definition of Customer Success as given to us by the Customer Success Association.
Working Solutions
MARCH 8, 2021
If you want the history of Working Solutions, there are few people better to talk with than Tracey Sloan, the company’s vice president of Innovative Solutions and Support. The third-longest tenured employee, Tracey was there with founder Kim Houlne soon after she started the on-demand contact center service, an industry innovation at the time. “I’ve […].
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