Fonolo

JUNE 24, 2021

Did you know that 61% of customers don’t like the traditional IVR (Interactive Voice Response) audio model? Nobody likes lengthy phone prompts, and customers usually prefer to speak to a human. However, IVR is an efficient tool with benefits for both contact centers and customers when used correctly. IVR helps route customers to the right person to satisfy their needs, and with customers’ growing disdain for audio IVR, Visual IVR is fast becoming a standard for contact centers.

Interactive Voice Response 91

Interactive Voice Response Contact Center Advertising Scripts 91

Advantage Communications

JUNE 24, 2021

It’s one thing to go through the process of determining that you need to outsource your customer service program to a contact center and getting buy-in from your upper management, it’s a completely different thing to find the right outsourced partner.

Contact Center 80

Contact Center outsourcing Management Customer Service 80

Babelforce

JUNE 22, 2021

In this post: What is an application service provider? How does an ASP work? Is an ASP the same as SaaS? Pros of ASP Cons of ASP Your free guide to conversational AI (eBook). What is an application service provider? An Application Service Provider (ASP) is an organization that offers applications and software to customers via the Internet. ( Call center CRM software is typically a good example of this.).

SaaS 85

SaaS CRM Call Center Sales 85

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Advertisement

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

JUNE 23, 2021

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel. We are seeing business in most industries returning to pre-pandemic levels. Still, some companies are still struggling.

Customer Service 357

Customer Service Management 357

CCNG

JUNE 21, 2021

For too long, contact center leaders have been trying to operate their business with one arm tied behind their backs. That’s because unlike other lines of business, contact centers have been unable to continuously value the cost and financial efficiency of performance in a way that is actionable, trusted by everyone, and manageable. It’s the root cause of most contact center issues.

CCNG 195

CCNG outsourcing Contact Center Management 195

Beyond Philosophy

JUNE 19, 2021

A lot of the behavioral sciences 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. The concepts behind behavioral science are powerful stuff. The psychology that drives how people make decisions has far-reaching and critical influences on how people act as customers.

Consulting 221

Consulting Consulting Customer Experience Surveys 221

ShepHyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? . Back in 2019, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv’s annual client Forum.

Customer centricity 304

Customer centricity Coaching Consulting Consulting 304

TechSee

JUNE 23, 2021

The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers. Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay.

Self service 168

Self service Enterprise Upselling Technology 168

Advertisement

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

JUNE 21, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Five9’s Mike Bourke discusses how workforce optimization solutions give agents more influence over their schedules, while providing managers with tools for […].

Contact Center 147

Contact Center Technology Management Call Center 147

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Call Center 151

Call Center call center software Employee engagement Gamification 151

ShepHyken

JUNE 22, 2021

Investing in the Customer Experience. Looking at Business through the Eyes of the Customer . Shep Hyken interviews Paula Courtney, President of the Verde Group. They discuss how businesses should invest in delivering a WOW customer experience. Top Takeaways: Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.

B2B 236

B2B Technology Customer Experience Customer Support 236

Taylor Reach Group

JUNE 21, 2021

The Taylor Reach Group, Inc. (TRG) has been enlisted to ensure compliance for a statewide youth crisis line. The 24-hour crisis line caters to children that are a risk to themselves or others, having a mental health crisis. “Of course, being a crisis line means the operation needs to be functioning optimally,” says Colin Taylor, CEO and Chief Chaos Officer at TRG.

Consulting 128

Consulting Consulting Contact Center Government 128

Advertisement

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

Nicereply

JUNE 21, 2021

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job. Many customer-facing roles deal with high-pressure situations, emotional customers, negativity and insults, delivering bad news, and many other draining activities. On top of that, agents need to handle these scenarios with a smile and polite, helpful service.

Coaching 124

Coaching Customer advocacy Technical Support Best practices 124

Contact Center Pipeline

JUNE 25, 2021

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace. She discusses the work-from-home (WFH) challenges that online learning […].

Contact Center 100

Contact Center Technology Call Center 100

ShepHyken

JUNE 21, 2021

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. Do Your Rewards Rock? These 6 Rules Will Tell by Wise Marketer Staff. (The Wise Marketer) Too many reward programs solely focus on the points, rather than on the rewards their points or miles make possible.

Customer Service 213

Customer Service Marketing Personalization Customer Experience 213

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. (TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace.

Government 120

Government Consulting Consulting Contact Center 120

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

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. But, your contact center KPIs are an important piece of creating a happy team and happy customers. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Plus, you need a high-performing, empowered contact center. It can be hard to manage. But, don’t feel burdened to track the dozens of KPIs in your contact center.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Eptica

JUNE 25, 2021

Date: Friday, June 25, 2021 Author: Pauline Ashenden - Demand Generation Manager The 3 business benefits of focusing on your agents. Published on: June 25, 2021. Author: Pauline Ashenden - Demand Generation Manager Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.

Best practices 99

Best practices Marketing Technology Management 99

Alorica

JUNE 24, 2021

Finding an entry-level job is an exciting rite of passage that can also bring about some uncertainty. The job market appears to be gradually improving for now, but it’s important that those seeking entry-level employment adjust their job search strategies to be successful. So, as you’re looking for an entry-level job, take heart. If you are willing to think outside the box and look at entry-level.

Marketing 98

Marketing 98

Hello Customer

JUNE 21, 2021

The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning. The power of retailers is increasing as a lot of supermarkets are selling their own non-branded products to compete with big FMCG players at a lower price.

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

Advertisement

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.

Calabrio

JUNE 21, 2021

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace. And I’m very proud that the Star Tribune has named Calabrio a Top Workplace for the eighth year in a row.

Benchmark 98

Benchmark Engineering 98

kommunicate

JUNE 24, 2021

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than contact forms or communicating through emails. In this post, we will see how you can add a live chat to Blogger. Blogger is Google’s free tool for creating [.]. The post Blogger Live Chat: Step by Step Installation Guide appeared first on Kommunicate Blog.

97

97

Working Solutions

JUNE 22, 2021

When Mary Susan Costa joined Working Solutions as a contractor in 2003, she was one of only two people in human resources. “I was brought in to provide overflow relief to Kristin Skiko (vice president of Talent Management) in adding agents,” Mary Susan said. When Mary Susan became a full-fledged employee in 2006, the company’s name […].

Management 97

Management 97

Hello Customer

JUNE 21, 2021

Don't focus too much on the process. This might come as a surprise but think about it, what do processes really do in an organization? They ensure that something is delivered as promised. This is not the part where the value of customer experience lies. It’s about figuring out how you can build on top of the process. Because the process enough isn’t enough for a good customer experience.

Scripts 98

Scripts Feedback Chatbots Customer Experience 98

Advertisement

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

Aspect

JUNE 22, 2021

Our Partner Spotlight Series identifies our best and brightest channel partners around the globe. Our partners deploy Aspect’s deep and broad solutions portfolio for both premise and cloud. This series highlights how strong partnerships impact agent and customer experiences. . This month our spotlight is on Call Design NA , a powerhouse in optimizing resources in the contact center since 1999. .

Interactive Voice Response 91

Interactive Voice Response Contact Center Consulting Consulting 91

Advantage Communications

JUNE 22, 2021

Business growth and customer service go hand in hand. After all, the success of your business relies heavily on the satisfaction, loyalty and advocacy of your customers. Happy clients won’t just spend more with your business, they’ll refer you to their friends and colleagues.

Customer Support 96

Customer Support Customer Service Contact Center 96

AnswerConnect

JUNE 21, 2021

Some companies use the word “remote employees” to talk about their distributed teams. It fits, but also makes remote work sound distant and isolated. That is why we prefer the term working from Anywhere. The post The Anywhere Mindset appeared first on AnswerConnect Blog.

96

96