Callminer
APRIL 24, 2020
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. What this means is there’s an imperative for call centers to drive operational performance excellence in order to remain competitive in the industry.
Contact Center Pipeline
APRIL 24, 2020
As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future. If you’re a business leader, lots of people are looking to you for guidance—and you have a responsibility to help those around you cope […].
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Totango
APRIL 24, 2020
In customer retention, every engagement counts. There is no final effort in the days and weeks leading up to an anniversary that can overcome a poor relationship in the months prior. Rather, customer retention for SaaS enterprises is a result of the customer experience. It is an outcome based on an emotional reaction and connection to the performance of a supplier and the value a customer experiences through using that enterprise’s product.
ShepHyken
APRIL 24, 2020
This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
ProProfs Blog
APRIL 24, 2020
We’ve seen popular brands create some of the most memorable and successful customer service stories. And we’ve all tried to follow their footsteps. But rather than following them, why not see what really worked for them? Believe it or not, but customer service psychology is one of the driving factors for their success. Well, just in case you are thinking about how we actually work upon our customer service psychology, then it is important to monitor whether you’ve managed to achieve your goal of
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Influitive
APRIL 24, 2020
The post Creating an engaging, personalized experience with your virtual event appeared first on Influitive.
Hello Customer
APRIL 24, 2020
How can empathy make a difference as we are all adapting to a changing world? Last week we hosted a strategic session with some of our customers, together with Steven Van Belleghem. During this session, they had the chance to put some of the biggest challenges they’re facing on the virtual meeting room table. In this blog post, we gladly share some of the insights with you.
Concentrix
APRIL 24, 2020
Find out why researchers turned to surveys to help predict the course of the pandemic. The post The Unlikely Hero Behind Predicting Covid-19 appeared first on Concentrix.
Serenova
APRIL 24, 2020
Simple and secure has never been more important to a positive customer experience than right now. When it comes to your contact center’s payment collection system, customers want to feel confident that the payments they make through your contact center are secure, even when your agents are working from home and the security risk can be exponential. To keep payment transactions secure while still providing helpful service means your agents should be available to assist throughout the payment tran
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
VirtualPBX
APRIL 24, 2020
In lieu of recent events, many businesses are finding solutions for remote workers to maintain lines of communication that offer reliability, flexibility, and cost-savings. Whether your goal is to forward calls to a home office, manage a remote call center, or improve call handling at your essential business, VoIP will keep you connected and productive.
Influitive
APRIL 24, 2020
The post Creating an engaging, personalized experience with your virtual event appeared first on Influitive.
ChurnZero
APRIL 24, 2020
A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. For those of us who have never created a journey map before, it might seem like an intimidating development to undertake. That’s why we asked one of our customers to share their experiences and lessons learned in building out a customer journey map.
Tethr
APRIL 24, 2020
Regardless of what local officials say, COVID-19 isn’t going away May 1. Unemployment, lower consumer demand and stress will carry on for months, possibly years. There is still time for businesses to proactively communicate with their customers, though, even if they were off to a slow start. Approach before being approached. Brands that take-charge to engage with and comfort customers will maintain positive reputations and relationships in the long haul.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
inSided
APRIL 24, 2020
Episode 2 of The inSide Scoop is here! In today's episode we talk to Megan Huddleston , Community Manager at ShootProof, about the launch of their community. ShootProof wanted to get their community started as quickly as possible to ensure their photographers had a secure place to come together, especially during these difficult times. So, grab a cup of coffee and give it a listen.
Nextiva
APRIL 24, 2020
A vast majority of consumers are frustrated with bad customer service. Our recent research into business communication trends revealed that a third of companies had lost customers in the past year due to a communication issue. This statistic means that you have a massive opportunity to improve your customer experience by speaking to them clearly and […].
Concentrix
APRIL 24, 2020
As we continue our efforts to keep you informed of the COVID-19 situation across the globe, some countries are continuing to announce extensions to national lockdown measures, while others have started announcing measures for the gradual reopening of economies. The following is a roundup of key events that have taken place around the world in the last 24 hours.
Monet Software
APRIL 24, 2020
How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Most contact centers have had to quickly transition to working from home as a direct effect of COVID-19. Contact centers will hopefully see the cost savings of shrinking their in-house call center facility.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Totango
APRIL 24, 2020
This week Totango hosted our virtual Customer Success Summit: CXO Connect for executives and leaders of Customer Success. We were fortunate to have David McKenney, SVP Digital Advancement at Bentley Systems, and Marco Innocenti, Head of Customer Success Operations at Zoom, join Guy Nirpaz, Founder and CEO of Totango to share how they’ve adapted their customer success capabilities to face these challenging times and better serve customers.
NobelBiz
APRIL 24, 2020
This is First Contact: Stories of the Call Center. In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis. The post VIDEO: How Can a Consultant Help Your Business During Crisis, with Christa Heibel appeared first on NobelBiz®.
Talkdesk
APRIL 24, 2020
A Fortune 100 healthcare leader is the latest addition to a number of enterprises moving to Talkdesk® Enterprise Cloud Contact Center. The renowned healthcare company is ensuring business continuity in this time of crisis by supporting its employees in the transition to a remote way of working. Talkdesk’s new customer previously relied on a combination of aging on-premises systems for its contact center operations.
NobelBiz
APRIL 24, 2020
This is First Contact: Stories of the Call Center. In episode 4, we talk with Christa Heibel, Founder & CEO of CH Consulting about how she manages to consult businesses in the call center industry in times of crisis. The post What Makes a True Leader: Christa Heibel appeared first on NobelBiz®.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Talkdesk
APRIL 24, 2020
Building outstanding customer experience (CX) and creating positive disruption across the contact center solutions industry is what drives Talkdesk® every single day. The heart and soul of Talkdesk is to help our customers make CX a competitive advantage across markets, with a lifelong mission to end bad customer service. We are proud and excited to announce that Talkdesk is ranked #33 in G2’s 2020 list for Best Software Companies and #39 of Fastest Growing Companies.
LiveVox
APRIL 24, 2020
WFH Guidance for ARM: Best Practices from The CMI Group Our Senior Director of Product Marketing Jim Lynch hosted leaders from The CMI Group, a prominent BPO in the Accounts Recovery Management space, to discuss how they’re managing these uncertain times. The discussion centered around steps they took to transition agents to work from home. The post WFH Guidance for ARM: Best Practices from The CMI Group appeared first on Livevox.
Hero Digital
APRIL 24, 2020
If you’ve been feeling the urge to find new series to stave off cabin fever under quarantine, you’re not alone. During its first 10 days on Netflix, Tiger King averaged 19 million US viewers per minute, according to Variety. Overall, connected television (CTV) viewership rates have skyrocketed (Sling and Hulu viewership rates doubling week over week) across the United States since shelter-in-place orders have been issued across the country.
ForeSee
APRIL 24, 2020
With people confined to their homes, and most stores and branches closed, customers are relying on digital channels at historic levels. And when digital fails, they head to contact centers.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Skybridge
APRIL 24, 2020
As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share. Most of the calls and emails I’m on with new customers these days start out with one core need: how fast can we get our call center teams moved off-site and set up to work from home?
Merchants
APRIL 24, 2020
The popularity of loyalty programmes among global consumers has grown steadily over the last decade, with 2020 statistics showing that 72% of economically active South Africans are making use of loyalty programmes. The post Loyalty programmes – is your business ready? appeared first on Business Process Outsourcing Services | Merchants.
Hodusoft
APRIL 24, 2020
In order to give yourself the best possible framework to cultivate a loyal customer base as well as attract a cadre of new customers, you need to figure out how to meet those people along their customer journey and successfully address any concerns or worries. You have to make any interaction that those people have with you memorable and positive, and ease any concerns.
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