If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center. But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up. MORE
Callminer
JULY 16, 2018
Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time.
Robert Davis
JULY 16, 2018
By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception of how the company treats them.
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InGenius
JULY 16, 2018
If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center. But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up.
Nexmo
JULY 16, 2018
As businesses and customers have come to rely on virtually unlimited digital communication to procure services and exchange information, privacy cannot be overlooked. Customers value it; businesses must defend it. By providing secure, private voice connection communications to their customers, innovative companies across industries can: Protect user privacy without exposing real phone numbers; Mitigate revenue […].
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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.
Up Your Service
JULY 16, 2018
? ? ?. A unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust. UP! Your Service is a long-term and satisfied customer of Salesforce.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ameyo
JULY 16, 2018
With the evolution of technology, the customers’ expectations of service and support have increased tremendously. Now, offering support over a phone call or email does not suffice. Businesses need something more. But, what could that be? Well, the answer is, a Live Chat Software. Some might feel that live chat is not very effective and setting it up might be complex process.
Russel Lolacher
JULY 16, 2018
? Stay tuned for a story of empathy, failure, and personal redemption. This is the CX Storytime tale of…. The Bird and the Baggage The Story ACT ONE: Alone, at the end of the driveway sits Don. A half-sipped glass of beer in hand, a satisfied smirk on his face and the strength of a white plastic. The post CX Storytime Podcast of The Bird and the Baggage appeared first on The Upsell.
Hello Customer
JULY 16, 2018
I don’t know if you have read one of our blogposts yet? If you have, did you read the post entitled “Looking for reasons, not ratings”?
Monet Software
JULY 16, 2018
Predictions are tricky things. Everyone likes to peer into the future and guess what life and work will be like in five or ten years, but often after that time passes we look back on those prognostications and shake our heads at how wrong we were. Two years ago, we gave our predictions for what you’d find in the 2020 contact center. We saw more agents being used in multiple roles – handling not just calls but chat and email as well.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Russel Lolacher
JULY 16, 2018
? Stay tuned for a story of public humiliation, misdeeds and good intentions This is the CX Storytime Tale of…. When Shame Came to Town In this episode, not one but THREE tales of customer experience shame. All the stories you are about to hear may be different in setting and players, but the result is always. The post CX Storytime Podcast of When Shame Came to Town appeared first on The Upsell.
Monet Software
JULY 16, 2018
A positive result is always the goal at a contact center – an order placed, a question answered. But these days those outcomes can be achieved entirely through technology. Orders can be completed online; questions – that’s why there is an FAQ page on your company website. But when customers call into a contact center, they are giving you an opportunity to deliver more than a positive result.
VocalCom
JULY 16, 2018
Artificial intelligence is transforming business practices across many industries. From retail to finance to entertainment, the technology can be used to target key customers with great accuracy—suggesting the right products and services to exactly the right people at optimal times. Indeed, many brands are turning to chatbots that are capable of deep learning, becoming smarter as they interact with customers and offering personalized solutions adapted to individual needs.
Russel Lolacher
JULY 16, 2018
Stay tuned for a story of frustration, confusion and disbelief This is the CX Storytime Tale of…. The Woman Who Was Told Differently The Story ACT ONE: It is the beginning of an unremarkable day. A day filled with errands and a “to dos” list that has built up over the previous weeks, and one Claire would. The post CX Storytime Podcast of The Woman Who Was Told Differently appeared first on The Upsell.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Kristina Evey
JULY 16, 2018
Hiring Right – Episode Number 007 Shownotes… So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a little additional work to do.
Revation Systems
JULY 16, 2018
The National Association of Area Agencies on Aging (n4a) is hosting its 43 rd annual conference and trade show July 28-August 1 in Chicago at the Sheraton Grand Chicago. n4a represents a national network of Area Agencies on Aging (AAAs) and operates with the mission of “help[ing] older adults and people with disabilities live with dignity and choices in their homes and communities for as long as possible.”.
Aspect
JULY 16, 2018
In 1917 Danish mathematician A.K. Erlang developed a model for predicting how many circuits the telephone company would needed to serve the city of Copenhagen. The model became known as Erlang C and eventually became the mathematical foundation for both automated and manual forecasting models used to estimate labor requirements in call centers. While useful, the approach had some significant limitations like the assumption that calls will never be abandoned or will never be blocked by busy si
Playvox
JULY 16, 2018
Keeping employees happy and motivated can be a challenge in any workplace, and is especially the case for call centers. Although you may be thinking that employee happiness seems a little too ‘touchy-feely’ to be a major concern, research shows that happy employees are more productive. This is where employee incentives come into play, at the juncture of happiness and productivity.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Hello Customer
JULY 16, 2018
As we continue to improve Hello Customer, we bundle our fixes, improvements and new features in our Release Notes. If you would like to see an overview of our updates, take a look at our Change Log. Here’s a roundup of everything we’ve released in the last month.
Unymira
JULY 16, 2018
Contact center agents must deal with many issues on a daily basis, these issues can reduce the quality of customer service that the agents are able to provide, can increase the operational cost of the contact center, can lower workplace satisfaction.
Robert C. Davis and Associates
JULY 16, 2018
By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ). In addition to all of the statistics she quotes, I particularly like her definition of CX: “Customer experience is your customers’ perception of how the company treats them.
Jive
JULY 16, 2018
Technology leads the latest nonprofit trends. In the past, technology didn’t have much of an impact on nonprofit trends. This was mainly because nonprofits and religious organizations tend to cut back on overhead. This led to these organization falling behind technology-wise and missing out on many beneficial updates. Luckily, that tendency has changed and technology is now the leading determiner of most nonprofit trends.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Enghouse Interactive
JULY 16, 2018
Digital Banking Success Begins with Customer Experience. As digital banking capabilities have expanded, so has consumer adoption of online and mobile channels. In 2018, 57% of all banks and credit unions have adopted digital mobile banking options. These apps have features such as bill pay, account alerts, mobile deposits, fingerprint authentication, and peer to peer transfers. 62% of Americans use some sort of digital banking as of 2018, so consumers have enrolled in these programs en mass.
Up Your Service
JULY 16, 2018
At UP! Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program. We are happy to share with you one of the many tools from our proprietary Service Culture Development Checklist: The Steering Committee Setup Checklist.
ShepHyken
JULY 16, 2018
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. 7 Customer Service Lessons from the Best Uber Driver Ever by Neil Pasricha. (Fast Company) This Toronto Uber driver has maintained a 4.99 rating after driving nearly 5,000 passengers.
Up Your Service
JULY 16, 2018
?. A unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust. UP! Your Service is a long-term and satisfied customer of Salesforce.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
C3Centricity
JULY 16, 2018
Be a true leader; share this post with the members of your team who need the inspiration and support. Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Everyone speaks about customer centricity and the importance of the customer, but just how well do you know yours – really?
Contact Center Geek
JULY 16, 2018
Before I begin, I want to tell you a love story. A story about how a man from Northern California fell in love with a chicken sandwich and those funny cows. Or at least, provide a little proof that it is not my intent to publicly shame the home of the best chicken sandwich in the nation. I love Chick-fil-A. I don't mean a little love, I mean I really love it.
InGenius
JULY 16, 2018
The contact center industry is changing. While phone continues to play an important role, customers have an increasing expectation that they’ll be able to contact a company through more than one channel. It’s predicted that the use of other channels besides voice, like messaging and social media, will grow from just 6% last year to 16% by 2019 ( Deloitte ).
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