Contact Center Pipeline
MAY 25, 2022
The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the ending of restrictions on (and fear of) in-store shopping and also travel, and fresh economic growth that has freed up demand […].
Fonolo
MAY 25, 2022
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved c
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Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.
Callminer
MAY 23, 2022
Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.
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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.
Steve DiGioia
MAY 23, 2022
You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 27, 2022
This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share.
Beyond Philosophy
MAY 26, 2022
Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. The designation of small, medium, and large customers doesn’t reveal much about what customers want or why they are in the group they are. . Perhaps a different tack is in order.
Callminer
MAY 25, 2022
Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog.
Contact Center Pipeline
MAY 26, 2022
Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly, organizations have taken a reactive approach to the ADA. To illustrate, in a study conducted by the Great Lakes ADA Center, […].
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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
ShepHyken
MAY 24, 2022
Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience?
Avoxi
MAY 23, 2022
5 Common Problems with Multi-Carrier Phone Number Provisioning (& Solutions) A lot can go awry when you're balancing several VoIP providers manually at one time. Below, we've identified these common problems and how a cloud-based platform helps simplify IT tasks to eliminate frustration for you, your team and call center. As an IT or telecom… The post 5 Problems with Multi-Carrier Phone Number Provisioning?
Interactions
MAY 26, 2022
Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win.
Contact Center Pipeline
MAY 24, 2022
The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. This month’s article completes the topic and focuses on Caller Tolerance […].
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.
ShepHyken
MAY 25, 2022
Just the other night, my wife and I joined some friends for a nice dinner. The server, who may still have been in high school, was taking our order. She looked at my wife and asked, “Honey, what would you like?” . When the server walked away, my friend said to Cindy, “Don’t you hate when someone other than your husband refers to you as ‘honey’?” .
Nicereply
MAY 25, 2022
Eventually, it will happen. Something will go wrong, mistakes will be made and customers will be upset. When it happens, the right thing to do is own the mistake and apologize to anyone affected. In fact, a genuine apology is more effective in service recovery than compensation alone. The Carey School of Business found that only 37% of upset customers were satisfied when offered something in return for the issue.
Quadient
MAY 23, 2022
Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .
JustCall
MAY 26, 2022
10-minute guide to Setup Call Center for under $200. If you are planning to setup call center for giving support or handle inbound sales queries, here is your guide to set up a call center in minutes for under $200. Through this post, you will learn how to use JustCall to set up a 10 people call center for your company in 10 minutes or less. Let’s get started.
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!
ShepHyken
MAY 23, 2022
Each week I read many 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. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. (CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport.
Call Experts
MAY 26, 2022
Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . It has become much more accessible in recent years as technology has grown, and it can be beneficial for any business with a lot of phone calls coming in.
Hodusoft
MAY 26, 2022
HoduCC – Call Center and Auto Dialer Software Stands out as FrontRunner in the Gartner report. Providing impeccable services through tech-driven software, HoduSoft has become one of the reputed names in the unified communication industry. HoduSoft has bagged the title of FrontRunner as Top Call Center Software and Auto Dialer software, HoduCC from Software Advice, a Gartner company.
JustCall
MAY 26, 2022
JustCall ( [link] ) is a cloud-based phone system for sales and support teams. Over 400 companies use JustCall for their 5000+ agents to make, receive, record and track phone calls, texts and Fax – directly from their CRM or Helpdesk platform. JustCall is an integration partner with 20+ popular CRMs/Helpdesk platforms like Salesforce, Zendesk, HubSpot, Zoho, Freshdesk, Infusionsoft etc.
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.
VirtualPBX
MAY 25, 2022
It’s no secret that ride-sharing services like Uber and Lyft have taken over vehicle transportation services. Since 2014, the value of taxi medallions has dropped by a staggering 80%. With low fares, mobile apps, and increased convenience of these ride-sharing services, it’s no wonder that taxi businesses have had a hard time keeping up. While competing with these companies may seem like a significant feat, a text messaging service could be the solution you are looking for to make your business
Spearline
MAY 25, 2022
Welcome Bosnia and Herzegovina to Spearline! We are delighted to let you know that you can now test your numbers in Bosnia and Herzegovina across the country’s two major mobile networks – BH Telecom and M-Tel. Between these two operators, they hold around 90% of the overall market share in Bosnia and Herzegovina. The solution is hosted in Sarajevo which is where the calls will originate from and terminate in.
Hodusoft
MAY 24, 2022
Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. Many businesses are moving to cloud based contact center software to maximize the flexibility, scalability, and cost benefits. .
JustCall
MAY 26, 2022
We are excited to launch our Partner Program that will help agencies, IT businesses & affiliate marketers to earn revenue while helping SMBs with digital transformation. Demand for Cloud Telephony & Workflow automation is growing at an accelerated pace so partnering with us will allow you to become a part of a growing industry with great growth opportunities.
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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.
kommunicate
MAY 22, 2022
Last Updated on May 22, 2022 “ The best business experiences meet people where they are.” Mark Zuckerberg, Conversations Keynote speech, 2022 Mark Zuckerberg was not making a statement into thin air when he said these words during Meta’s first-ever Conversation’s event. Meta just announced that the WhatsApp Cloud API and businesses across the world [.].
Nicereply
MAY 23, 2022
Support leaders are likely to encounter a need to scale their teams at some point in their career. Brendan Ledger , Director of Support at 7shift s, has a three-step framework that sets your team up for success and helps you scale effectively and quickly. How do you view the evolution of scale when it comes to support? Brendan: I am quite passionate about this.
FluentStream
MAY 26, 2022
Here at FluentStream, we have one goal: Provide the best communications service and support possible for our customers. The goal may be simple, but boy howdy does it take continuous, passionate effort to pull off. That’s where our wonderful customer. Read More. The post Employee Spotlight: Amy Babcock appeared first on FluentStream.
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