Sat.Feb 06, 2021 - Fri.Feb 12, 2021

article thumbnail

Build vs Buy: 8 Reasons to Buy your Remote Visual Assistance Solution

TechSee

Build vs. Buy. The epic question faced by IT leadership everywhere. With the Project Management Institute (PMI) painting a bleak picture of in-house IT projects – indicating that 14% of IT projects fail outright, 31% don’t meet their goals, 43% exceed their initial budgets, and 49% were delivered late – the facts on the ground show that it’s not always a question of whether your team can do it, it’s about whether they should.

CRM 109
article thumbnail

4 Call Center QA Trends Changing The Game In 2021

Tethr

It’s one of the great puzzles of the customer success world: How do I measure quality assurance (QA)? We’ve all tried to solve for this in one way or another over the years, incorporating solutions like post-call surveys, real-time agent scoring (ouch!), and reviewing a small sample of calls each month—all with varied results. Unfortunately, with the volume of interactions most reps handle these days, QA is really hard.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Top 5 Reasons Contact Centers are the best partners for COVID-19 Vaccination Clinics

Call Experts

Contact centers are the best partners for vaccine clinics and medical centers with the significant change in business and patient requests since coronavirus, Covid-19. According to the WHO , there are over 106 million confirmed cases across the world. This disease’s rapid spread has created unforeseen challenges for the people left to treat the symptoms and answer questions.

article thumbnail

Is This One of the Most Important New Jobs in Business Today?

Beyond Philosophy

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.

Finance 482
article thumbnail

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.

article thumbnail

The Show Starts When the Phone Rings

ShepHyken

You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. That experience in show business gave me the stage chops to start my business as a professional speaker. I share this background to give you some context.

B2C 314

More Trending

article thumbnail

WFM in 2021 to Meet the Work From Home Model

CCNG

In 2021 we are seeing some shifts with people asking about certain functionality, as it relates to the work from home or situation. Yes we've always had work from home agents, they've been anywhere from 10%, 15%, maybe as high as 20% in most contact centers in terms of the overall work staff.but with the (pandemic) work environment, most agree we have never seen anything on this scale!

Airlines 195
article thumbnail

Understanding and Leveraging Voice of the Customer

Callminer

Read this blog to understand the value of measuring and analyzing voice of the customer (VoC).

271
271
article thumbnail

Guest Post: Top 5 Ways to Support Your Customers in 2021

ShepHyken

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success. 78% of participants believed that improving customer ser

article thumbnail

Did You Give Your Customers a Valentine? – Tip #28

Steve DiGioia

We get so bogged down in life’s everyday chores. As songwriter Harry Chapin famously said, “There’s planes to catch and bills to pay” – thank goodness there’s Valentine’s Day to remind us to stop and show how much we care about the special people in our lives. They’re underappreciated and overworked too. Think about how much that special day means to them.

208
208
article thumbnail

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!

article thumbnail

How to Become a More Effective Positive Influence Leader and Inspire Change in Others

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

article thumbnail

Contact Center Recruiting: Tap into the Older Workforce

Contact Center Pipeline

We all at one time have fallen victim to the clickbait trap. You see an enticing notice that reads something like, “10 Full-Length Photos of Sasquatch Making Snow Angels.” Who can resist? This happened to me when I came across a piece about famous individuals who were still contributing long past retirement age. These included […].

article thumbnail

5 Top Customer Service Articles For the Week of February 8, 2021

ShepHyken

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. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. (CMSWire) Valentine’s Day is approaching.

article thumbnail

How CX is driving the future of payments

TELUS International

Digital payments continue to rise in popularity as consumers look for alternate ways to shop safely. Discover how CX is shaping the payments landscape.

article thumbnail

Contact Center Dialers Demystified

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.

article thumbnail

How to Be a Collaborative Leader and Transform Your Team Collaboration

CX Global Media

Being a collaborative leader does not begin with your customers. It begins with the team you work with. In customer experience, working with customers means. Read more. The post How to Be a Collaborative Leader and Transform Your Team Collaboration appeared first on Customer Experience Strategy and Tactics.

article thumbnail

The Rocket Man and a Watershed Year

Contact Center Pipeline

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review of the 2019 biopic movie about the life of Elton John, not coincidentally called “Rocket Man,” my apologies. The Rocket Man reference in this column dates back to my column in […].

article thumbnail

Amazing Business Radio: Gabe Larsen

ShepHyken

Welcome to the MEconomy. Creating the Most Convenient Experience in Customer Support. Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort.

article thumbnail

Is Customer Experience Worth It? And Much How Should You Invest?

360Connext

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

62 Useful Live Chat Script Examples for Your Support and Sales

HelpCrunch

Imagine your most hectic day. You chat with a customer explaining how to upgrade their account and another pile of tickets keeps landing in your inbox. No need to pull your hair out. A well-thought-out [ … ]. The post 62 Useful Live Chat Script Examples for Your Support and Sales appeared first on HelpCrunch blog.

Scripts 118
article thumbnail

5 Reasons You are Probably Missing the Greatest Opportunity in Our Industry

Contact Center Pipeline

One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of an opportunity, you will find these reactions are present. But is it fear that’s causing you to miss this massive opportunity in your contact center, or something else? During my interview […].

article thumbnail

How to Improve Call Center Engagement

TeleDirect

Is your call center suffering from a high turnover rate and disengaged clients? The call center as a whole is invariably plagued by the proverbial revolving door of representatives. Yet some contact centers, individually, manage to retain their top talent. What separates the haves from the have-nots? TeleDirect’s business process outsourcing (BPO) services, including our top-end call center platform and multi-industry flexibility across the entire business continuum, can help to keep your client

article thumbnail

Engage Your Workforce and Improve the Bottom Line

Call Design

Managing a business in the current times, with online sales booming and working from home a reality, has never been more challenging. Rapid changes to operating models and sales channels have seen many companies build out their contact centres with new staff, while others have moved some of their retail staff to phone, chat, or messaging channels. A big problem for all contact centres has been how to retain staff and reduce attrition.

article thumbnail

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

article thumbnail

Training Magazine Recognizes Concentrix’ Training and Development Excellence with the Top 100 Award

Concentrix

Concentrix Ranked #32 for Staff Training and Development Programs Concentrix’ deep investment in its staff and fanatical commitment to helping them grow has landed it on Training magazine’s exclusive 2021 Training Top 100 list for the fourth consecutive year at number #32. A huge leap from our 2020 rank of #58. Training, the leading publication. The post Training Magazine Recognizes Concentrix’ Training and Development Excellence with the Top 100 Award appeared first on Concentrix.

110
110
article thumbnail

Transparent BPO Solves Work-from-Home Headaches

Transparent BPO

“The cutting-edge service of the WorkSecure Suite is among the most unique offerings of its kind in the marketplace today.”. The post Transparent BPO Solves Work-from-Home Headaches appeared first on Transparent BPO.

article thumbnail

Remote Reconnect: Overcoming Talent Sourcing Challenges

TeleDirect

Well, 2020 is thankfully in the books. Unfortunately, many of the challenges the Worst Year in History introduced – limited face-to-face meetings, remote work, and more – are still here. Potentially for the long run. If you need to staff your call center with talented representatives, there are plenty of challenges to overcome. Your contact center’s automated and backend services can only do so much.

article thumbnail

Optimizing telehealth with AI-powered technologies – protect your patients and revenue

Nuance

“A telehealth program with efficient patient throughput, quality care and effective documentation drives significant financial benefits,” says Dr. Jesse Affonso, Orthopedic Surgeon at Cape Cod Orthopedics and Sports Medicine PC. Dr. Affonso recently did a webinar with me titled, “Optimizing telehealth with AI-powered technologies – protect your patients and revenue.“ In this webinar, we discussed [.

article thumbnail

The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

article thumbnail

Totango Honored with G2 2021 Best Software Company Award

Totango

Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.

article thumbnail

How B2B Franchise Organizations Grow Using Outbound Telemarketing

Quality Contact Solutions

For decades, businesses have used outbound telemarketing to facilitate their sales efforts. From direct telephone sales, appointment setting for their outside sales teams, toll-free inbound numbers, product & customer satisfaction surveys, and countless other ways. Today I want to focus on how a specific type of business organization, franchise organizations that offer products or services to other businesses (B2B) , can benefit from using an outbound telemarketing program.

article thumbnail

Top LinkedIn Learning Courses for Customer Success

ChurnZero

. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. What makes LinkedIn Learning so attractive is it is all on-demand to allow you to view courses anytime that works with your schedule, also when you complete a course you earn a certi