Altivon
JUNE 13, 2020
Contact Centers Demonstrate Value Amid COVID-19 and Beyond. Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Now, in an environment shaped by the coronavirus pandemic, that number is rapidly growing. In its latest report, “The Inner Circle Guide to Contact Center Remote Working Solutions,” ContactBabe l surveyed US contact centers about the challenges they are facing during the COVID-19 pandemic.
Callminer
JUNE 18, 2020
Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated.
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Satrix Solutions
JUNE 16, 2020
I am a huge fan of online shopping and meal delivery services. I have tried almost all the major meal delivery services currently on the market – some of which I am a Promoter and others I’d be a Detractor. Quality of the product and the meal prep is important, but one of the biggest impacts on my ranking is how they resolve service issues. A service issue, in this case, usually stems from damaged food-related to shipping or billing problems are the service issues I experience most.
Toister Performance Solutions
JUNE 18, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "I'm sure he's stealing," said the manager. "But I can't fire him." I was working for a parking management company at the time, and visiting with the manager of a busy hospital location.
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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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ameyo
JUNE 19, 2020
Call centers have traditionally been perceived as cost centers due to a number of factors like – being labor-intensive, high cost of infrastructure, and the overall high cost per agent. Leading to the organizations looking down upon them for not generating high ROI. However, all this is turning around rather fast with contact centers going … How to Build a Cost-Effective Remote Contact Center Read More » The post How to Build a Cost-Effective Remote Contact Center appeared first
Russel Lolacher
JUNE 14, 2020
Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business. It all sounds good, if it’s true. The problem is these are cliches. And not worth the poster paper they’re printed on in your boss’s office if your organization doesn’t actually put those words into co
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.
ShepHyken
JUNE 17, 2020
I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? What if renewal simply meant that the customer comes back—again and again? While repeat business may not be as steady as a subscription renewal, it can still be tracked in a similar way.
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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.
Beyond Philosophy
JUNE 13, 2020
The 5 Rules to. Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? How people make decisions is a complicated and fascinating subject.
Contact Center Pipeline
JUNE 18, 2020
The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences. As such, contact center execs are asking themselves, “Can we meet these goals with the communications solution we already have in place?” Moving to the Cloud—When, Not If With the […].
Callminer
JUNE 17, 2020
These employee experience questions may potentially enable you to discover important insights that can inform lasting improvements in your contact center.
ShepHyken
JUNE 16, 2020
Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. Shep Hyken interviews Dan Hill , founder of Sensory Logic. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions. Top Takeaways: Facial coding is not facial recognition, but rather how emotions are displayed on the face.
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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.
Beyond Philosophy
JUNE 17, 2020
We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.
Contact Center Pipeline
JUNE 16, 2020
The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around the world go on lockdown, company leaders are focusing their resources on stabilizing the operations. Without doubt, the top priority for contact center leaders during a crisis is the human element—taking care of your agents […].
Steve DiGioia
JUNE 18, 2020
How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions. Just as with other business tasks, there must be a clear-cut chain of responsibility on who will complete any given assignment, especially one that is important to the success of your business.
ShepHyken
JUNE 15, 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. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. (Retail TouchPoints) In 2020, revenue is critical.
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!
Callminer
JUNE 17, 2020
Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.
Contact Center Pipeline
JUNE 17, 2020
Contact Center Pipeline’s AUTHOR WALL OF FAME Paul Stockford is Founder, President and Chief Analyst at Saddletree Research, a veteran-owned boutique research and analysis firm with a sharp focus on the North American contact center industry. Area of Expertise: Demand-based contact center market trends, issues and opportunities. What is your background in the industry?
TechSee
JUNE 16, 2020
Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry knowledge retires along with them. In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations.
ShepHyken
JUNE 19, 2020
This week we feature an article by Daniel Ramsey, founder and CEO of MyOutDesk. He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant. There is no doubt that the presence of AI in today’s businesses has helped companies operate smoothly when teams cannot afford more customer service employees.
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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.
Callminer
JUNE 15, 2020
Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.
ProProfs Blog
JUNE 19, 2020
Recommendations work like magic, especially when a customer recommends a company/brand to a friend, family & colleague. These customers tend to repeat their purchase and act as brand advocates at various events/situations. Positive word of mouth is an ideal situation for any business. Many studies have found that people are more likely to buy products and services recommended by their friends and family.
Nicereply
JUNE 18, 2020
Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers. You’d probably spend a lot more time trying to retain them, right? Every customer that cancelled or didn’t repurchase would have a big impact on your business.
The Call Center School
JUNE 16, 2020
Whether in this crisis or in general, communication is critical to the success of your business. The communication stream between your frontline and upper management needs to be open. This enables your business to be nimble. It ensures your customers are being heard and your team adopts policy changes swiftly. But how do you strengthen organizational communication when most?
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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.
Callminer
JUNE 17, 2020
Learn more about machine learning algorithms and their current uses in a variety of industries.
Cisco - Contact Center
JUNE 18, 2020
Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. We’ve launched Webex Contact Center in multiple geographies, and recently introduced Webex Contact Center Enterprise , a robust, scalable, cloud contact center solution that meets the unique and sophisticated needs of very large enterprises.
Liveops
JUNE 18, 2020
Working from Home Vs. Virtual Work: Which Is the Better Option for You and Your Business? Words like “work” and “home” don’t mean what they used to. Today, millions of people do their jobs in the same places they live their lives. They can measure the distance to their offices, not in miles, but steps. They can wear practically anything to work (as long as the camera’s off).
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