Contact Center Pipeline

OCTOBER 20, 2020

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that emerge from the crisis understaffed may find that their previous hiring profiles do not apply to a mostly work-from-home environment. Emotional intelligence skills are also in higher demand as callers require […].

Analytics 173

Analytics Contact Center Feedback Call Center 173

Beyond Philosophy

OCTOBER 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.

Journey mapping 288

Journey mapping Consulting Consulting Advertising 288

ShepHyken

OCTOBER 23, 2020

This week we feature an article from Geoff Webb, the Vice President of Products at PROS. He explains the importance of building a solid, human relationship with your customers in the digital world. There are no transactions. Not anymore. Two hundred years ago, buyers purchased all types of items – food, clothing, furniture – from vendors they knew and trusted.

Education 228

Education Marketing Analytics Sales 228

Myra Golden Media

OCTOBER 23, 2020

Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.

Customer Experience 287

Customer Experience 287

Advertisement

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.

TechSee

OCTOBER 21, 2020

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

ShepHyken

OCTOBER 21, 2020

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. Realize that others in your industry are probably asking themselves the same question.

Real estate 379

Real estate B2C B2B Customer Service 379

Beyond Philosophy

OCTOBER 17, 2020

When you bring attention to something, it influences people’s behavior. For example, The food and household goods supplier in the UK, Tesco, was recently accused of profiteering by raising the prices of a yeast extract spread called Marmite. There was quite an uproar about it in the UK. You would think that this would mean sales of Marmite would go down.

Consulting 150

Consulting Consulting Advertising Sales 150

Contact Center Pipeline

OCTOBER 22, 2020

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry was expected to get their teams home while continuing to serve millions of customers. So many leaders stepped up to the plate and served selflessly to make sure that their teams […].

Contact Center 147

Contact Center Employee engagement Call Center 147

Ian Jacobs

OCTOBER 21, 2020

The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.

Customer Care 166

Customer Care Customer Service Banking CRM 166

Advertisement

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

Surveys

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Is Voice of the Customer and What Does it Mean for Customer Experience? by Scott Clark. (CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insig

Customer Service 187

Customer Service Chatbots Metrics Wait times 187

Steve DiGioia

OCTOBER 22, 2020

We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out. When it does, and if you are not showing desirable traits, you will be shunned for being “fake” Here is how to be true to yourself and your business. We are who we are – until we’re not.

Personalization 130

Personalization Accountability 130

Peter Lavers

OCTOBER 21, 2020

Contact Centre specialists Fonolo sought out industry experts (including our own Peter Lavers) and leaders far and wide and asked them how Contact Centres — and the CX industry as a whole — fared in the first few months facing COVID-19. Please click here to read what they found.

CRM 130

CRM Marketing Customer Experience 130

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . But it’s not over yet. With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. .

Consulting 133

Consulting Consulting Finance Surveys 133

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

Transparent BPO

OCTOBER 21, 2020

FOR IMMEDIATE RELEASE Award Recognizes Top BPO at Delivering Superior Customer Experiences Rockville, MD, October 16, 2020 — Transparent BPO, a leader in nearshore and offshore contact center solutions, was announced the winner of the coveted “Best Outsourcing Provider” at the 2020 ICMI Global Contact Center Awards. This award honors Transparent BPO for delivering the […].

outsourcing 133

outsourcing Contact Center contact center solutions Customer Experience 133

Contact Center Pipeline

OCTOBER 21, 2020

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I know you’ll bring our main points home with well-researched facts and data! You may not recognize the name Karla Bonoff at first, but you surely know her music. A prolific songwriter, […].

Contact Center 147

Contact Center Call Center 147

Peter Lavers

OCTOBER 20, 2020

Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here.

Customer centricity 130

Customer centricity Analytics Customer Experience 130

Outsource Consultants

OCTOBER 23, 2020

?Saint Louis Park, MN, October 23, 2020 – Outsource Consultants is excited to announce that we are a Minneapolis/St. Paul Business Journal Fast 50 honoree for 2020. The Minneapolis/St. Paul Business Journal has named Outsource Consultants, a leader in outsource call center selection, to its 2020 Fast 50 list. This list represents the fastest-growing private companies in the Twin Cities, based on revenue growth from the previous three years.

Consulting 128

Consulting Consulting outsourcing Call Center 128

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!

Feedback

Fonolo

OCTOBER 20, 2020

Shrinking budgets, growing attrition, and a scramble to deliver safe and secure working environments. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Do you remember back in March when we were all going around saying, “When this is all over…?” and everyone had a weekend booked full of pub quizzes?

Contact Center 126

Contact Center Coaching Education Analytics 126

Guru

OCTOBER 19, 2020

Guru's digital speaker series Remotathon shines a light on some amazing people and companies — like Shopify , Slack , Handshake , and Noom — who shared insights on how we can best support our teams during this tough time. You can check out highlights of some of the essential CX conversations below, and catch up on all of the sessions here. Working Smarter, Not Harder: Process & Automation at Scale.

Customer Support 118

Customer Support Best practices Management 118

Talkdesk

OCTOBER 19, 2020

Remote contact centers present unprecedented challenges. A major shift to working from home has sparked new concerns for security officers who worry about the possibility of a data breach damaging the entire organization. Most (78%) IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces.

Contact Center 119

Contact Center Surveys 119

Concentrix

OCTOBER 19, 2020

The Concentrix Experience Platform (XP) delivers a managed technology solution for omnichannel customer experience and work-at-home agents Cloud customer experience platform brings digital journeys to life at scale FREMONT, Calif. October 19, 2020 – Concentrix, a leading global Customer Experience Solutions Company, today announced Concentrix Experience Platform (XP), the CX industry’s newest platform for next.

Customer Experience 106

Customer Experience At home agents Management Technology 106

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.

Contact Center

NICE inContact

OCTOBER 21, 2020

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

Call Center 102

Call Center Business Process Outsourcing outsourcing Sales 102

TELUS International

OCTOBER 19, 2020

In this virtual think tank article developed in partnership with Frost and Sullivan, discover key insights from customer experience leaders on the future of CX design, delivery and operations.

Customer Experience 91

Customer Experience Best practices 91

Talkdesk

OCTOBER 21, 2020

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again. Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider.

Self service 107

Self service Contact Center Call Center Customer Support 107

Concentrix

OCTOBER 22, 2020

Silicon Valley US Golden Bridge Awards recognizes Concentrix’ innovation in Technology and Wellbeing. The post Innovation at Concentrix Shines Through with 5 Golden Bridge Awards appeared first on Concentrix.

Technology 98

Technology 98

Advertisement

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

Nexmo

OCTOBER 20, 2020

The fundamental building block of any Interactive Voice Response (IVR) system is handling input. There are generally two types of input that you can take programmatically from a Public Switched Telephone Network (PSTN), both of which are supported by Vonage: Dual-Tone Multi-Frequency (DTMF) —these are input events collected from your user’s handset.

Interactive Voice Response 96

Interactive Voice Response APIs Construction Accountability 96

CSM Magazine

OCTOBER 19, 2020

With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today. The transition from physical stores to eCommerce was happening at a vigorous pace before the COVID-19 crisis. The pandemic has transformed the choice to shop online into a necessity for many shoppers.

Customer Support 98

Customer Support Chatbots Sales Wait times 98

TeamSupport

OCTOBER 21, 2020

This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3 , now concludes with Part 4 where we review more solution tools to empower customer support teams.

Customer Support 98

Customer Support B2B Wait times Chatbots 98