TechSee

FEBRUARY 9, 2021

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

CRM Technology Self service Best practices 109

Tethr

FEBRUARY 8, 2021

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.

Call Center 116

Call Center Coaching Surveys Accountability 116

Call Experts

FEBRUARY 11, 2021

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.

Contact Center 97

Contact Center Call Center Analytics Management 97

Beyond Philosophy

FEBRUARY 6, 2021

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

Finance Consulting Consulting Customer Experience 482

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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.

Contact Center

ShepHyken

FEBRUARY 10, 2021

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 329

B2C Entertainment B2B Sales 329

CCNG

FEBRUARY 11, 2021

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

Airlines Contact Center Service level Marketing 195

Callminer

FEBRUARY 10, 2021

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

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ShepHyken

FEBRUARY 12, 2021

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

Chief Customer Officer 291

Chief Customer Officer Call Center Consulting Consulting 291

CX Global Media

FEBRUARY 10, 2021

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

Engineering 156

Engineering Customer Experience 156

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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.

Analytics

Contact Center Pipeline

FEBRUARY 11, 2021

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 […].

Contact Center 147

Contact Center Call Center 147

Fonolo

FEBRUARY 11, 2021

It’s easy to get complacent in the call center, taking customer queries one after the other. The Executive Guide to Improving Call Center Metrics. If this sounds familiar, it’s probably time to take a step back and look at the bigger picture. By revisiting your business’ goals and values, you can make a much-needed pivot to improve the impact your call center has on your company — and more importantly, your customers!

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

ShepHyken

FEBRUARY 8, 2021

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.

Customer Service 254

Customer Service B2B Chatbots Self service 254

CX Global Media

FEBRUARY 8, 2021

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.

Customer Experience 156

Customer Experience 156

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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.

Contact Center

Contact Center Pipeline

FEBRUARY 10, 2021

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 […].

Employee engagement 147

Employee engagement Contact Center Call Center Management 147

TELUS International

FEBRUARY 8, 2021

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

Best practices 143

Best practices 143

ShepHyken

FEBRUARY 9, 2021

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.

Multichannel 219

Multichannel Chatbots Self service CRM 219

360Connext

FEBRUARY 9, 2021

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.

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Customer Experience Sales Journey mapping Metrics 133

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!

Customer Experience

Contact Center Pipeline

FEBRUARY 9, 2021

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 […].

Contact Center 147

Contact Center Call Center 147

HelpCrunch

FEBRUARY 12, 2021

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

Scripts Sales Accountability 118

TeleDirect

FEBRUARY 10, 2021

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

Call Center 117

Call Center Business Process Outsourcing outsourcing Benchmark 117

Call Design

FEBRUARY 11, 2021

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.

Self service 103

Self service Consulting Consulting Sales 103

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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.

Concentrix

FEBRUARY 8, 2021

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.

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Transparent BPO

FEBRUARY 12, 2021

“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.

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outsourcing 109

TeleDirect

FEBRUARY 9, 2021

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.

Business Process Outsourcing 115

Business Process Outsourcing outsourcing Call Center Chatbots 115

CSM Magazine

FEBRUARY 8, 2021

Even the best, most highly regarded brands in the world experience service delays or snafus. . When they do, they need to react promptly and appropriately to address the issue, assuage the unhappy customer and boost the odds that the customer will remain a client for the long term. Coupons are commonly used by all types of companies to appease customers when regular communications fail.

Engineering 105

Engineering Call Center Customer Service Marketing 105

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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.

Customer Experience

Totango

FEBRUARY 8, 2021

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.

Analytics 99

Analytics Enterprise Metrics Marketing 99

Nuance

FEBRUARY 9, 2021

“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 [.

Technology 101

Technology Healthcare 101

Quality Contact Solutions

FEBRUARY 12, 2021

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.

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Telemarketing B2B Call Center B2C 98