Contact Center Pipeline
FEBRUARY 23, 2021
Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example, at the beginning of 2020, our own research had overwhelmingly shown the importance of digital channels, particularly among younger demographics.
Fonolo
FEBRUARY 23, 2021
This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center. That includes the front-end software that call center agents use to respond to serve customers and find answers.
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SmartKarrot
FEBRUARY 22, 2021
Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. You will likely find people from different backgrounds, races, and cultures. As is often the case with diverse groups, each will signify a wide-spectrum of values that will innately help with building better relationships with customers.
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards.
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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.
ShepHyken
FEBRUARY 24, 2021
Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them focus on creating convenience and reducing friction for customers. But how about we look inside our organizations and the way we conduct business internally?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 25, 2021
In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. When I read this book, I thought, “Bloody hell! This is it!” I was working at British Telecom at the time, so I showed it to my boss. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history.
Callminer
FEBRUARY 22, 2021
Read this blog to learn about the 25 top trends for 2021 in call center technology.
ShepHyken
FEBRUARY 26, 2021
This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers.
CCNG
FEBRUARY 22, 2021
David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. He was asked to lead the team that developed Walt Disney World’s overall business continuity plan in preparation for Y2K. Business continuity is not just applicable for call centers, but for any organization / any type of business.
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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
FEBRUARY 20, 2021
Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. I was gobsmacked by it. I dashed down the hall to my boss at British Telecom. He read it and had a similar reaction to mine. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history.
Steve DiGioia
FEBRUARY 25, 2021
During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. You thought, “I just gotta get the hip crowd to check out my store.
ShepHyken
FEBRUARY 22, 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. Carole McCluskey: Create Memories That Count by SMG Events. (CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are o
CX Global Media
FEBRUARY 26, 2021
Influential leadership is well-rounded and transformational. How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how. Read more. The post Influential Leadership- How to Inspire Others In Customer Experience appeared first on Customer Experience Strategy and Tactics.
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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 Pipeline
FEBRUARY 26, 2021
This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year, and still dealing with COVID-related challenges. Our Top 5 posts for February indicate that contact center leaders are looking for more ideas and advice for managing through a challenging time. So […].
Fonolo
FEBRUARY 24, 2021
When you first start a business, everything is on you – from accounting to customer service to sales. However, as you grow your business, you can’t focus on everything internally. This is especially the case with customer service and customer care. Outsourcing customer service can potentially save your business money while allowing you to focus on other areas of the business.
TechSee
FEBRUARY 23, 2021
3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S running on 2G or 3G networks (over 50% of the total devices), much is at stake.
CX Global Media
FEBRUARY 25, 2021
Everything a leader does almost always trickles down to affect the rest of the team or company. While excellent customer experience is about teamwork, it. Read more. The post Lead Effectively With These 5 things For Excellent Customer Experience appeared first on Customer Experience Strategy and Tactics.
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!
Russel Lolacher
FEBRUARY 23, 2021
Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. But upon further reading those same articles, I found the biggest reason they give to get rid of them was because they sucked.
TeleDirect
FEBRUARY 24, 2021
Imagine this: you run a busy doctor’s office. Your administrative staff spends much of their time working directly with patients in the office or filling records and reports. This makes it difficult to answer every phone call from patients looking to schedule appointments or needing information about their account at your office. The same problem can happen in a financial office, such as a bank or wealth management firm.
HelpCrunch
FEBRUARY 23, 2021
Mobile app developers are feeling more and more enthusiastic about providing a seamless customer experience. What is the burning question for them in this context? Delivering timely help to a user. There are two teams [ … ]. The post What is In-App Support? appeared first on HelpCrunch blog.
PeopleMetrics
FEBRUARY 25, 2021
PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.
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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.
TELUS International
FEBRUARY 23, 2021
In this virtual think tank article developed in partnership with Frost & Sullivan, discover key insights on how top brands are embracing the future of CX delivery.
GetFeedback
FEBRUARY 21, 2021
From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience.
kommunicate
FEBRUARY 22, 2021
A chatbot is a tool to automate conversational experience and to simplify human interaction with customers for your businesses. Chatbots, can understand and respond to human inputs through voice or written language. It is used to automate frequently asked questions, lead capturing, Virtual assistant to customers, and many more tasks. What is a Multilingual Chatbot?
SoliCall
FEBRUARY 22, 2021
It is a well-known fact that noise in calls is disturbing. It might not be surprising to realize that the success of outbound sales calls is significantly impacted by the quality of the call. It is not rare that customers hear the ambient noise of the call center before the agents start talking and hang up without allowing the agent to start the pitch or during the pitch.
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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.
VirtualPBX
FEBRUARY 26, 2021
Remote workers are leaving California in droves in what many are labelling a “tech exodus” and the “great migration”. Given that nearly 50% of company executives will allow permanent work-from-home after the pandemic, big decisions lie ahead for the Golden State’s workforce. Out of full disclosure, I left the Bay Area in California in 2018 after our hybrid team went remote full-time.
Spearline
FEBRUARY 23, 2021
When it comes to monitoring and tracking the entire line of communication between a company and its customers, network monitoring solutions are often thought to have all the bases covered. However, in our over 50 million test calls experience, we recognize this is not the case! Following this, here are some advantages for testing your numbers with us that you won't get by just monitoring your network.
Satrix Solutions
FEBRUARY 26, 2021
Winning in the marketplace starts with winning in the workplace. So, when employee satisfaction is high, it pays dividends. If you want to leverage and capitalize on the benefits of an engaged workforce, read on. We’re sharing why the straightforward measurement tool, Employee Net Promoter Score (eNPS), is a “must” measure metric for your organization.
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