CRM Archives

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• Why You Need Business Process Management to Make Your Business Run Like a Well-Oiled Machine
  — Presented By: CrmXchange
  

  Suppose your current business processes could do with a bit of improvement. The solution could involve implementing business process management to streamline your operations, processes, and systems. To this end, why you should invest in business technology?

• Is the Customer Always Right?
  — Presented By: CrmXchange
  

  The phrase "the customer is always right" is often used to justify giving the customer what they want, even if it's not what's best for them. However, this isn't always the best course of action.In some cases, it's necessary to explain to the customer why their request isn't possible or why it would be detrimental to their interests.

• How to Boost CX with Next-Gen Knowledge Management?
  — Presented By: CrmXchange
  

  The customer experience can be defined as each customer interaction with your company, from browsing your website to contacting customer service to receiving the purchased product or service. Everything you do impacts your customers' perceptions and their decision to return or not. Thus, providing a positive customer experience is critical to your success.

• 7 Contact Center Predictions for 2023 and Beyond
  — Presented By: 8x8
  

  Since the start of the decade, customer experience (CX) and employee experience (EX) have done a collective 180°. Organizations with a cloud first, digital first mindset have quickly leaped ahead,

• CRM Focus: How It Propels Your Business Forward
  — Presented By: Amanda Winstead
  

  Customer relationship management (CRM) plays a key role in a business's success. It allows a company to build relationships with customers. The result: CRM drives customer loyalty and retention.

• How To Write Your Own Customer Service Code Of Conduct
  — Presented By: CrmXchange
  

  Companies in all industries want to maintain a sense of organization within themselves. This is why most businesses have a code of conduct for the way employees have to behave in the workplace.

• 2 Out of 3 Agents Want to Change Their Script
  — Presented By: Balto
  

  At their best, call scripts provide agents with a way to guide their call in a consistent and clear way to achieve optimal call outcomes. Scripts or talk tracks are meant to provide avenues for agents to respond to objections

• Best Practices for Securing the Cloud
  — Presented By: CrmXchange
  

  The cloud provides benefits to today’s businesses, especially in the post-pandemic world where more employees are working from home. Whether a business has all employees in the office, is trying out a hybrid model, or is completely virtual, the cloud makes it possible for employees to work. When storing data in the cloud, however, it must be secure. Businesses can use the following best practices to start securing the cloud and preventing hacks or other attacks that can compromise vital data.

• Choosing the Right Contact Center Solution for Your CX Strategy
  — Presented By: 8x8
  

  Navigating a sea of options    Choosing the right contact center (CC) infrastructure for your business can be tough. The process can be time consuming and somewhat daunting as you look upon an array of options that all seem alike.

• How to Improve Contact Center Interactions for Agents and Customers
  — Presented By: CrmXchange
  

  Tips to Delivering More Delight and Value in Every Interaction

• Virtual Assistant Hacks 101: How To Become An Expert Online Support Agent?
  — Presented By: CrmXchange
  

  Without any doubt, online support agents are a key factor in the growth of any company in terms of sales. According to stats, 86% of the customers do not purchase due to poor online support experience, which costs more than $62 billion annually to various companies. This is the reason that online support is critical and being a support agent is a busy yet interesting job. If you are looking for some tips to become an expert online support agent, this article is surely for you.

• Using Data Analytics in Business Operations
  — Presented By: CrmXchange
  

  Many businesses today run on data. It helps businesses understand their customers better, streamline operations, and improve advertising and product quality. The advantages of data to your business are plenty. However, you cannot access these benefits without proper data analytics and processes.

• 4 Things Your Business Needs To Focus On For CX
  — Presented By: CrmXchange
  

  There is no better moment for a business owner to focus on improving the client experience than now. You're likely to lose consumers and eventually go out of business if you don't.

• How is Customer Relationship Management Helpful For Business?
  — Presented By: CrmXchange
  

  Customer relationship management (CRM) involves all the strategies, activities, and technologies businesses use to manage their interactions with potential and current customers. With CRM, companies can build a strong relationship with customers, which leads to brand loyalty and increases customer retention. However, both are factors affecting a company's revenue, making CRM a vital management strategy to help businesses maximize their profits.

• 12 Best Tips for Effective Contact Center Management
  — Presented By: CrmXchange
  

  Effective organizational management has always been challenging for managers in any industry and is particularly valid for contact centers. To ensure that the customers always get the best experience, contact center leaders and administrators

• Is Customer Experience The Ultimate Marketing Tool?
  — Presented By: CrmXchange
  

  Contributed article by Frank  Advertising surrounds us everywhere. Companies have to try hard to stand out from the crowd and prove that their product or service is trustworthy to customers. Improving marketing customer experience is one of the top opportunities

• The Importance of Keeping the Lines of Communication in Business Open
  — Presented By: CrmXchange
  

  Collaboration in the workplace is as necessary for the workplace as it ever was. With company culture taking front and center stage in many workplace settings, the concepts of teamwork, unity, and how a team collaborates all play a part in how well a business functions overall.

• Changing Customer Service: The Impact of the Metaverse
  — Presented By: CrmXchange
  

  How the metaverse is evolving the customer experience.and how to take advantage of what is available now.

• 5 Tools to Have in 2022 to Boost Employee Productivity
  — Presented By: CrmXchange
  

  When it comes to hiring, promoting, and terminating employees, their productivity is a critical factor to consider. However, determining whether or not an employee is functioning to their total capacity is challenging.

• Improving Marketing Experiences With Customer Data
  — Presented By: Amanda Winstead
  

  Gathering customer data, in particular, can help you hone your customer service strategy, better your sales techniques, and improve the marketing experience you're providing to your customers.

• How Do You Build Confidence in Customer Service?
  — Presented By: CrmXchange
  

  The only way you can get any ROI from your expensive advertising and marketing campaigns is if it convinces customers to purchase your products.

• 5 Ways To Write The Perfect Customer Service Response
  — Presented By: CrmXchange
  

  A good customer service email is the key to ensuring that your customers are happy with the service that you provide. As a business, you need to be able to offer the very best customer service responses, to keep customers happy and coming back to you. Here's how you can create the perfect customer service response, each and every time.

• The 5 Latest Customer Service Trends You Need To Know In 2022
  — Presented By: CrmXchange
  

  Customer service has been changing rapidly in the past few years mostly due to the changing business landscape. There are five latest customer service trends companies need to keep up with these shifts in the industry and implement the necessary changes within their own organizations.

• 3 Methods for Leveling Up Survey Participation Rates
  — Presented By: CrmXchange
  

  Surveys are the bread and butter of market research. They offer an invaluable view into a consumer's mind — how they feel about brands, what trends influence their behaviors, what they

• Create a Customer Support Experience That Works for Your Customers and Your Team
  — Presented By: Intercom
  

  The customer support industry is at a critical tipping point. With the majority of a company’s customer interactions now happening online, providing fast and personal customer support is more critical than ever. The rules are being rewritten, and businesses need to embrace change fast–or risk losing valued customers and talented teammates.

• Driving Business Growth Through Knowledge Management System
  — Presented By: CrmXchange
  

  Contributed article by Every business wishes to make a mark. Growth is extremely important for that, and to accelerate it, one needs to plan everything. From setting a strategy to identifying what would make working towards a goal easier, organizations

• Creating Meaningful Customer Experiences is the Differentiator for Successful Businesses
  — Presented By: CrmXchange
  

  In today’s omni-channel customer experience world, companies can connect to their customers in a variety of ways through multiple touch points. Making it easy for your customer to connect in a way that is comfortable for them is key for your business’s success. Our blog will discuss consumer trends around malleability in the customer journey, providing up-to-date statistics for customer preferences.

• 5 Tips How to Use Email to Communicate With Your Customers
  — Presented By: CrmXchange
  

  Contributed article by Thomas Jackson (Source https retail insider.com articles 2020 11 5 tips for effective customer service via email ) Communication is a crucial tool for the success of any business. However, this is restricted to internal communications within

• How to Handle Negative Customer Feedback
  — Presented By: Amanda Winstead
  

  Image Source Unsplash How to Handle Negative Customer Feedback No matter how great your business is, negative customer feedback is sometimes inevitable. As the old saying goes, “you can’t please everyone”. But, you can actually use negative feedback to your

• The Role of Automation in CRM
  — Presented By: Amanda Winstead
  

  Unsplash The Role of Automation in CRM For many professionals, life without a CRM is inconceivable. Over 91% of businesses that have more than 11 employees use a CRM, and an effective CRM

• New Research from Grammarly and Harris Poll Estimates U.S. Businesses Lose $1.2 Trillion Annually to Poor Communication
  — Presented By: CrmXchange
  

  Contributed Article by Grammerly Grammarly’s new report “State of Business Communication The Backbone of Business Is Broken” the far reaching impacts of poor workplace communication on U.S. businesses and employees. In partnership with The Harris Poll, the study estimates up

• How Do You Build Trust with Customers?
  — Presented By: CrmXchange
  

  A contributed article by Thomas Jackson Customers have to trust you before they make a purchase. They need to trust your products or services and your messages. They want you to support them if anything goes wrong. While trust is

• 2022 Website Design Trends for a Stellar User Experience
  — Presented By: Amanda Winstead
  

  However you decide to go about designing your website, you must make a stellar user experience the main priority. User experience is so important because of its place in the overall customer experience. In addition, its value to any company lies in its direct impact on profitability and customer relationship development. Start with these five website design trends to create an incredible user experience for all visitors.

• How to Boost C-SAT Score Through a Robust Knowledge Management Strategy?
  — Presented By: CrmXchange
  

  The interdisciplinary process of developing, utilizing, sharing, and managing an organization's information and knowledge is known as knowledge management (KM). It's an approach for maximizing the value of an organization's knowledge assets to meet business goals including increasing competitive advantage,

• For Better CX in 2022, Focus on Closing Your Feedback Loops
  — Presented By: CrmXchange
  

  If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty By Matt DiMaria What defines good customer experience? When the customer experience (CX) is

• 8 Reasons Why Professional IT Companies need CRM
  — Presented By: CrmXchange
  

  Contributed by  Customer Relationship Management (CRM) technology isn’t new. It has been used for decades and is considered the most important tool for businesses of all types and sizes. The advanced CRM technology is expected to reach$128.97 billion in 2028,

• Why Customer Service and Marketing Must Go Hand-in-Hand
  — Presented By: Amanda Winstead
  

  Image Source Pexels Customer service and marketing teams serve different purposes. A customer service team engages with clients, responds to their concerns and questions, and supports them in any way possible.

• Nearshore Vs Offshore Customer Service. What Is Better?
  — Presented By: CrmXchange
  

  Outsourcing is a collaboration between two organizations that specialize in the identical (related or complementary) field of work and seek mutual advantage. When, for instance, an American firm outsources customer service to a team in Ukraine, given the existence of

• How to Outsource Your Customer Support in 2021
  — Presented By: CrmXchange
  

  Contributed by  Aziz Nicleson - Outsourcing customer support goes beyond dealing with long queues of queries, answering telephone calls, and responding to emails. It is more about sustaining the image of the company for the continuous flow of business. Most businesses

• Hiring Tips for Customer Service Teams
  — Presented By: Amanda Winstead
  

  According to a study done by HubSpot, “Of the consumers polled, 92% would stop purchasing from a company after 3 (or less) poor customer service experiences.” In other words, one bad customer service experience could turn

• 8 Best Yet Inexpensive Customer Appreciation Ideas
  — Presented By: CrmXchange
  

  Most businesses consistently thank their customers for doing business with them. This simple act of demonstrating gratitude to consumers who support your business is not to be underestimated. Customers want to feel appreciated. And the more

• IntelePeer Delivers an Omnichannel Communications Platform that Enables Enterprises to Improve CX via Enhanced Business Processes
  — Presented By: CrmXchange
  

  As enterprise organizations endeavor to evolve to the higher level of service demanded by customers in the emerging post Covid environment, they seek to offer more choices to enable people to better communicate with them on the channels they prefer.

• Ozonetel Offers a Full-featured Omnichannel Communications Platform at a Competitive Price Point
  — Presented By: CrmXchange
  

  Ozonetel, founded by an experienced team of technologists and entrepreneurs, built full stack customer experience software from the ground up to solve the practical problems that keep call centers from optimizing their communications platforms. The goal was to offer secure,

• Top 5 Crucial CRM Trends To Pay Attention To In 2021
  — Presented By: CrmXchange
  

  Any business that wants to remain competitive understands the importance of consumer engagement. Regardless of the exceptional quality of a company’s products or services, growth and profitability are only possible with strong customer relationships. CRM (Customer Relationship Management) solutions provides

• How to Handle Burnout Among Your Customer Experience Team
  — Presented By: CrmXchange
  

  Customer experience professionals are no strangers to burnout. Dealing with less than happy customers all day can take its toll on anyone regardless of how long you've been in the profession. However, if left unchecked,

• 9 Easy Hacks To Increase Customer Engagement And Slash Your Bounce Rate
  — Presented By: CrmXchange
  

  When it comes to getting people to your website and keeping them there, the key is engagement. If your visitors aren’t engaged with what you are offering them, they are highly likely to bounce onto the next website that is able to capture their engagement.

• DMG Consulting LLC’s Cloud-Based Contact Center Infrastructure Product and Market Report
  — Presented By: DMG Consulting LLC
  

  The CBCCI market is the fastest growing IT sector in contact centers because these solutions are giving enterprises what they want – the agility to meet their customers’ evolving inbound and outbound needs, in voice and digital channels.
  

• Impact of Digital Channels on Contact Center Forecasting and Scheduling
  — Presented By: DMG Consulting LLC
  

  Contact centers that adopted new channels during the pandemic now need to properly incorporate them into the fabric of their servicing infrastructure, including their automatic call distributor (ACD) and customer relationship management (CRM) solutions.

• The Link Between xP&A and Customer Experience
  — Presented By: CrmXchange
  

  Most modern organizations put a significant portion of their resources into customer retention, customer loyalty, and expansion. For the majority of those organizations, retention and expansion are key drivers for their business planning and budgeting.

• Tips and Tools to Provide Excellent Customer Service in Healthcare
  — Presented By: CrmXchange
  

  Healthcare institutes have to stay as much on their toes to serve & retain their “customers” as other businesses.

  Now here’s why we’re emphasizing so much on healthy patient services and experiences.

• The Moral Crisis of Firing an Employee
  — Presented By: CrmXchange
  

  There's a good probability you'll have to fire an employee as a manager at some time in your career. Regardless of the reasons why you’re letting someone go or who they are, the result is usually an awkward and emotional time afterwards, especially for the employees who are staying at your business.

• Make the Customer’s Behavior Work for You: Customer Analytics
  — Presented By: Amanda Winstead
  

  In broad strokes, customer analytics gives businesses the tools they need to make data-driven decisions regarding just about anything. To take advantage of all the benefits this creates, you’ll need to craft an expert approach to working with analytics if you want to incentivize customer behavior that works for you.

• Prioritizing Customer Experience in Every Aspect of Your Business
  — Presented By: Amanda Winstead
  

  You might immediately think of your manager or the CEO. Or, if you own the company, you might proudly say, “Me!” However, there is someone else who is above you in the chain of command — your customers!

• How Amazing Team Leaders Communicate To Build Deeper Rapport
  — Presented By: Marc Carriere
  

  Do you find it hard dealing with all the different personality types in your call centre, whether you’re dealing with Team Members, other Team Leaders and especially your manager? It can be really frustrating dealing with different personality types and

• DMG Consulting’s 2021 – 2022 Interaction Analytics Product and Market Report Highlights
  — Presented By: DMG Consulting LLC
  

  DMG Consulting’s 2021 – 2022 Interaction Analytics Product and Market Report, our 16th annual report on this sector, focuses on contact center and service related uses of interaction analytics (IA). It also covers broader applications of IA throughout the enterprise,

• RPA for Contact Centers and Customer Service
  — Presented By: DMG Consulting LLC
  

  Robotic process automation (RPA) solutions have been in the market for more than 15 years, but it was only 5 years ago when they started to capture the attention of enterprise and IT managers. Seemingly out of nowhere, automation technology

• STIR-SHAKEN - Helpful, But Still a Bit Unsteady
  — Presented By: Sevis Systems
  

  By Krishna Korlepara, Director of Product Management at Sevis Systems   “Do not answer the call if you don’t recognize the number.” The Federal Communications Commission took this well adopted behavior one step further last year when it passed regulations

• Workforce Management in 2021 - Better than Ever
  — Presented By: DMG Consulting LLC
  

  Interest in workforce planning has picked up over the last few years as companies have looked for ways to improve employee engagement. Identifying methods for improving scheduling flexibility is an enterprise concern and opportunity.
  

• Current Status of Speech (and Text) Analytics
  — Presented By: DMG Consulting LLC
  

  Current Status of Speech (and Text) Analytics Interaction analytics removes the mystery from customer conversations. It gives companies access into what customers are “talking” (or writing) about and, specifically,

• Automation and IoT Trends for Customer Service in 2021
  — Presented By: Onilab
  

  On the whole, AI, IoT, and automation are becoming more and more essential for every company. The COVID-19 pandemic only fuels this tendency. Since business processes and relationships with customers have largely moved online, there is a growing need for cutting-edge solutions linked with the former and the latter.

• How Big Data & IoT Are Revamping The Customer Service Industry
  — Presented By: Blue Label Labs
  

  Across many different industries, customer service is a vital part of building a business. Interactions and impressions made with customers can make or break your long term success. In fact, great customer service is often a catalyst for building an

• Call Center Responsibilities Allocation Matrix
  — Presented By: Marc Carriere
  

  One of the biggest concerns Team Leaders have (especially new Team Leaders) is not having a clear understanding of their role and all their responsibilities. This can cause a lot of unnecessary confusion and anxiety within the team and between Team Leaders and their Call Center Manager.

• Meeting the New Challenges of Employee Training, Coaching and Engagement
  — Presented By: CrmXchange
  

  Since the contact center agent is the face and voice that often defines a company in the eyes of existing and potential customers, workforce recruiting must focus on identifying vital traits, skills, and abilities in individuals. But even when those who meet the highest qualifications are put in place, they must be trained, continuously coached, and kept actively engaged to be successful.

• 8 Common Mistakes Made By Newly Promoted Team Leaders
  — Presented By: Marc Carriere
  

  We are all human and make mistakes, and there are some mistakes newly promoted Team Leaders make in particular.

• How Embedded Video Advances Digital Engagement
  — Presented By: Glance
  

  By Tom Martin, CEO, Glance   Digital customer engagement has become the new norm. What began last year as a quick reaction to social distancing mandates has now manifested in consumer behavior changes that will be with us for the

• The Future of Customer Support is Conversational
  — Presented By: Intercom
  

  By Bobby Stapleton, Director of Customer Support at Intercom Today, customer support is undergoing a massive, irreversible change. Support teams are struggling to manage increasing conversation volumes. Simultaneously, a survey we ran found 73% of support leaders say customer expectations

• 2021 Predictions from Pega – What’s Next for Customer Service?
  — Presented By: Pega
  

  By  Jeff Nicholson, Global Head of CRM, Pega While technologies like virtual or augmented reality tend to conjure images of immersive gaming, advanced robotics, or even intense military training these solutions are much more broadly accessible than you think. Digital

• 7 Pillars For Creating Amazing Team Leaders
  — Presented By: Marc Carriere
  

  Team Leaders are the backbone of any call center   Yet typically what happens is one of the better operators is made a Team Leader and thrown into the deep end with little or no understanding of their role, much

• “Branded Calls” Enable Legitimate Businesses to Reach Fraud-Weary Consumers
  — Presented By: CrmXchange
  

  The original Telephone Consumer Protection Act (TCPA) was passed into law by Congress and signed into law by President George HW Bush in 1991. It has since been updated several times to more effectively deal with issues related to cellular

• 2021 - The Year of the Contact Center
  — Presented By: DMG Consulting LLC
  

  2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID 19 pandemic. Human ingenuity will triumph over adversity ­­­­­­and ineptitude. If scientists around the world could develop a series of

• 15 Essential Habits of Amazing Team Leaders
  — Presented By: Marc Carriere
  

  15 Essential Habits of Amazing Team Leaders     Creating amazing Team Leaders takes a lot of work and it’s certainly not always easy, but, the surprising thing is it isn’t the hardest thing in the world either… especially if

• Amazing Team Leader Scoring Model
  — Presented By: Marc Carriere
  

  Team Leaders are the backbone of any call center and depending on who you have in that critical role can make or break you.   Many Call Center Managers usually promote a really good operator as a Team Leader thinking

• How to prepare customer service teams to deliver a top-notch social media experience in 2021
  — Presented By: Majorel
  

  Author Estelle Wienk, Global Research and Solutions Manager at Majorel Companies have had to increasingly focus on social media as part of their strategy to serve up an amazing experience on customer preferred platforms for interacting with brands. Then when

• 2020 Contact Center Retrospective
  — Presented By: DMG Consulting LLC
  

  What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact center. Below are

• Taking a Proactive Approach Prepares a Contact Center for Any Eventualities
  — Presented By: CrmXchange
  

  We all want to believe we are taking the right measures to stay one step ahead of whatever life might throw at us next. We put blankets, tire inflators and glass cutters in our cars to be ready for emergencies.

• Three Tips for How Brands Can Avert a CX Crisis Amidst COVID-19
  — Presented By: CallMiner
  

  By Eric Williamson, CMO at CallMiner   Every organization has its own philosophies and methodologies for how best to establish customer relationships, but despite how companies get there, the end goal has always been the same Treating people with care

• The True Costs of an In-House Customer Service Team
  — Presented By: Cloudtask
  

  Customer support and success are key to your company’s survival and growth, otherwise you wouldn’t retain any of your customers. Research shows that it costs 5X more to obtain a new client than to keep an existing one. Of course,

• Experience Counts in Shaping a Meaningful Virtual Conference Event that Offers Quality Education and More
  — Presented By: CrmXchange
  

  Over the past few months, people who wish to dine out as safely and enjoyably as possible have often sought outdoor options. Suburban restaurateurs have responded to this demand by carving out a section of their parking lots and putting

• Learn to Identify the Five Interaction Categories that are Most Effectively Handled by AI-Powered Virtual Agents
  — Presented By: SmartAction
  

  Just about everyone has an IVR horror story to share. Being forced to listen to repetitive menus. Getting stuck in an endless cycle of trying to navigate through options that don’t meet their needs.

  
  

• Let’s Get Digital: COVID-19 Reveals How Brands Can Improve CX Across Channels
  — Presented By: Sitel
  

  By Kelli Harrison, VP, Account Management Retail, Sitel Group Surviving COVID 19 meant a major increase in online shopping. It’s how many consumers safely went grocery shopping, treated themselves with new devices and even ordered needed medication to their front

• Unearthing the Most Important CX Initiatives for 2021 Requires Going Far Beneath the Surface
  — Presented By: CrmXchange
  

  It’s always been a tried and true topic for seminars and webcasts to divine the most significant changes and new directions in a specific industry. Until now, when someone set out to predict what the major trends might be in

• Leading Remote Teams: Why Emotional Intelligence Matters More than Ever
  — Presented By: CrmXchange
  

  As the coronavirus pandemic lingers worldwide, more call center workers are finding themselves suddenly and in some cases indefinitely thrust into remote settings. These circumstances require agile leaders with the skills and capacity to unite and sustain their teams.

• How Can Businesses Ensure They’ll Reach Customers When So Many Don’t Answer Their Phones?
  — Presented By: CrmXchange
  

  It happens to nearly all of us every single day the mobile phone buzzes and we encounter an   unrecognized number and simply don’t answer. It could be an 800 number, an out of state exchange or a spoofed number that

• Employee Wellness Monitoring and the Call Center Industry
  — Presented By: Nemesysco
  

  In early February, Time Magazine declared that the Coronavirus has become the “world’s largest work from home experiment”. In the following month, Gartner published an analyst report on managing costs during the Coronavirus outbreak and revealed that 74 percent of

• Data Breaches: What Business Owners and Shoppers Need to Know
  — Presented By: CrmXchange
  

  Do you think about what happens to your data when you swipe your card at a coffee shop or enter your credit card number online? Or, if you’re a business owner, do you have a plan for protecting customer data,

• Adapting Workforce Optimization to Meet the Rapidly Changing Priorities of Contact Center Operations
  — Presented By: CrmXchange
  

  In normal times, workforce optimization is a business approach that utilizes advanced contact center technologies to improve customer experience while boosting overall operational efficiency. WFO includes…but is not limited to…automating processes, creating greater data visibility, ensuring compliance, performance management, recording,

• How Can Companies Provide a Human Touch and Ensure Consumers’ Calls are Answered During a Crisis?
  — Presented By: CrmXchange
  

  By now, we are all only too aware that contact centers have had to adjust to a new paradigm. Thousands upon thousands of formerly premise based agents have transitioned to become home based agents, often in the face of dramatic

• The New Knowledge Management Required for Customer Service in the COVID Era
  — Presented By: eGain
  

  “Due to overwhelming demand for service, we are not able to take your call.”   “Our wait times for customer service may be longer than usual due to COVID 19.” These caveats are typical of what you get these days

• Listen to Your Contact Center Now for CX Insights Beyond the Pandemic
  — Presented By: CallMiner
  

  With the impact that the current pandemic has had on all our lives customer experience rightfully takes a backseat to concerns for health and safety when directly impacted by pandemic challenges. This is, however, a journey from which we all

• Companies that are Serious about CX Need to Up Their Mobile Customer Support Game
  — Presented By: CrmXchange
  

  It is no secret that customer experience (CX) has become perhaps the most compelling influence in the consumer’s decisions to initially do business—and build an ongoing relationship-- with a company. CX can be defined as the sum of all

• Now is a Better Time than Ever to Update from Manual to Automated Forecasting Models
  — Presented By: CrmXchange
  

  Even in the best of times, determining the right staffing levels needed to keep a contact center operating efficiently while adequately meeting customer demand is a delicate balancing act. Staffing too many agents needlessly drives up costs staffing too few

• Discovering the Value of Attended Automation as a Digital Transformation Tool to Enhance the Productivity of Remote Agents
  — Presented By: CrmXchange
  

  It was a transition that was already in progress before the current emergency unfolded. The migration to a reduced population of work at home agents, coupled with the unprecedented spike in demand for information, has dramatically accelerated the need for

• Managing Contact Centers Through the COVID-19 Pandemic
  — Presented By: DMG Consulting LLC
  

  The COVID 19 pandemic is front of mind for all of us, as it’s next to impossible to avoid hearing and reading about the Coronavirus and the impact of this disease on the stock markets and

• Navigating the Winding Path to Effective Digital Customer Engagement
  — Presented By: CrmXchange
  

  The phrase “Digital Customer Engagement” has been broadly applied to incorporate a variety of elements everything from developing interactive websites and establishing responsive social media accounts to deploying customer surveys and providing convenient user apps. However, this all encompassing definition

• Finding an Easy Formula to Do the Math is a Challenge for Contact Centers
  — Presented By: CrmXchange
  

  When you google “contact center metrics,” there’s no shortage of suggestions to peruse. Lists of varying numbers of suggested metrics to be monitored pop up on the screen 7, 13, 20, 27.  But which are the right ones for a

• The Crucial Points of CRM Implementation
  — Presented By: CrmXchange
  

  By Nikolaus Kimla, Serial Entrepreneur, Pipeliner CEO and author of over 50 e books  Ask any business leader what the most valuable capability in business is and they’re likely to answer the ability to make accurate predictions. Why? The ability

• Unlocking Voice of the Customer with Emotional AI
  — Presented By: CallMiner
  

  By Jeff Gallino, CallMiner   Every customer behavior is driven by an emotion, and as we know, some emotions are more powerful than others. Anger, disgust, rage — these are feelings that typically lead to customer churn and a very

• 2020 Contact Center Investment Priorities
  — Presented By: DMG Consulting LLC
  

  DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments.     As it’s difficult to get

• CCW Nashville 2020 - Solution Providers and End Users Harmonize in Music City
  — Presented By: CrmXchange
  

  CCW Nashville 2020   Solution Providers and End Users Harmonize in Music City     CCW Winter, the first event on the CX contact center calendar, took place in Nashville, TN from January 28 31, 2020, attended by professionals representing

• How Analytics Enable You to Bring Your Company Closer to the Customer than Ever Before
  — Presented By: CrmXchange
  

  There are divergent opinions in what technologies are most effective in creating a better customer experience, but one thing that just about every expert agrees upon is analytics can be   a real game changer.  According to a recent Harvard Business

• Changing the World Technological Climate to Enhance Human Wisdom
  — Presented By: CrmXchange
  

  The Center for Humane Technology   Changing the World Technological Climate to Enhance Human Wisdom Everyone has an opinion on climate change. While people have divergent beliefs on whether human activity is causing it, there is universal awareness of the

• Why Bad Customer Service Won’t Improve Anytime Soon
  — Presented By: CrmXchange
  

  By Yi Zhu Associate Professor of Marketing, University of Minnesota and Anthony Dukes   Professor of Marketing, University of Southern California   Some of the most hated companies in the U.S. are also the most profitable. Much of this consumer

• 3 Datasets That Will Enhance Your Customer Experience
  — Presented By: incfile
  

  Customer experience. User experience. Data and analytics. What do these things really have to do with improving the bottom line?   Today, more and more companies are realizing that true competitive advantage lies in creating an engaging customer experience (CX)

• 2019 Was a Fantastic Year for Service
  — Presented By: DMG Consulting LLC
  

  Enabled by the digital transformation and enterprise wide initiatives to retool and position companies to succeed in a digital service economy, 2019 was a great year for service organizations and contact centers. The level of investment was one of the

• DMG Consulting’s Cloud-Based Contact Center Infrastructure Product and Market Report
  — Presented By: DMG Consulting LLC
  

  The cloud has become the preferred delivery model for contact center solutions. Companies large and small are taking advantage of the market changing innovation and automation that the cloud based solutions provide. On premise solutions will continue to be available,

• Biometric Authentication and AI Technology - How Companies are Keeping Customers Satisfied and Safe from Fraud
  — Presented By: Nuance
  

  With the constantly increasing need for customer service and sales support, contact center operations continue to expand, generating over $300 billion in revenue each year according to JLL Research. Given the vast amount of sensitive data that flows through contact

• What New Paths Will Companies Take to Shape the Customer Journey in the Years to Come?
  — Presented By: CrmXchange
  

  As the time honored adage puts it, ‘a journey of 1000 miles begins with a single step.’ These days, the journey a customer takes when engaging with a company may be far more geographically limited but usually starts with a

• Predictive Behavioral Routing - Advancing the Capabilities of the ACD to Meet the Needs of 21st Century Customers
  — Presented By: CrmXchange
  

  We’ve all had the frustrating experience of trying to extract information we need from a random agent who is not attuned to the specific issue with which we need assistance. We explain and try to provide context, but the conversation

• Customer Service Summit Brooklyn 2019 Review
  — Presented By: CrmXchange
  

  With the capability to consistently provide a superior customer experience now overshadowing both price and product as what sets a business apart from its competition, customer service is finally being given the recognition it deserves as a strategy that can

• Protect Your Brand, Keep Your Customers Happy
  — Presented By: Jornaya
  

  These days, organizations need to keep an eye on more than just the ROI of customer acquisition programs. At the risk of incurring fines and costly lawsuits, it’s critical to harness technology that functions as an alarm system to ensure brand and legal compliance.

• When Creating a Better IVR Experience Has Become a Simple Process, Why Do Some Businesses Continue to Frustrate their Customers?
  — Presented By: CrmXchange
  

  IVRs (Interactive Voice Response) is a ubiquitous and often misunderstood contact center technology that provides many undeniable benefits. First and foremost, it eliminates the need for a switchboard operator to answer incoming calls, presenting callers with a menu of options

• Moving Workforce Planning from Manual Uncertainty to Digital Age Efficiency
  — Presented By: Genesys
  

  Workforce management in the contact center has always sounded like a simple proposition having the right people, with the right skills, in the right place, at the right time. Adhering to this   formula means companies are not only able to

• Robotic Process Automation: Bridging the Widening Gap Between Customer Demand for Service and Real-Time Agent Availability
  — Presented By: NICE
  

  Driven by the instant gratification offered by ubiquitous handheld devices, consumers want all their issues resolved a minute ago and any other questions answered instantly. In the current contact center environment, these constantly rising expectations have reached

• QATC Annual Conference - Nashville
  — Presented By: CrmXchange
  

  The Quality Assurance and Training Connection held their annual conference this month in Nashville, Tennessee.  This three day event provided the opportunity to network with professionals in the call center industry to learn the latest information on quality assurance, training

• Can Emotional Analytics Help Businesses Get in Tune with How their Customers Are Really Feeling?
  — Presented By: CrmXchange
  

  “I’ll be your savior, steadfast and true…I’ll come to your emotional rescue.” The Rolling Stones Anger. Fear. Disgust. Happiness. Sadness. Surprise.  Contempt. These are defined as the seven universal emotions (some lists have 10, 21 or even more, but we’ll

• How Does Employee Engagement Help Companies Deliver on the Marketing Promises Made to Customers?
  — Presented By: RingCentral
  

  Businesses spend enormous amounts of time, effort and capital building a brand to which people can relate. They use terminologies such as “dependable,” “on your side,” “you’ve got a friend,” “like a good neighbor,” “we treat you like you’d treat

• Contact Center Analytics and Market Report 2019 – 2020
  — Presented By: DMG Consulting LLC
  

  The 2019 2020 Contact Center Analytics Product and Market Report, formerly titled the Contact Center Speech Analytics Product and Market Report, is DMG Consulting’s 14th annual report on this analytics sector. The Report was renamed this year to reflect DMG’s

• NICE RPA Expands Automation Training and Certifications to Support Enterprises & Partners Ahead of Automation Jobs Boom
  — Presented By: NICE
  

  The upsurge of RPA adoption is creating enormous demand for professionals with the technical and business skills to drive through successful automation projects.

• Customer Contact Week 2019 Celebrates its 20th Year
  — Presented By: CrmXchange
  

  CRMXchange Onsite Review Customer Contact Week 2019 Celebrates its 20th Year  In 2019, CCW reached a significant milestone. The event marked 20 years as a leading industry forum that has helped to define, shape, and continuously deliver relevant information on

• Forrester CXNYC 2019 Review
  — Presented By: CrmXchange
  

  As the first twenty years since the millennium have zipped by, the concept of customer experience has evolved from a hypothetical notion into a vital and expanding set of proven practices. Businesses of all sizes have learned to size up

• ICMI 2019 Contact Center Expo and Conference Summary
  — Presented By: CrmXchange
  

  Ed Mooney Director of Sales, North America for ASC notes that the recording and analytics company, based near Frankfort, Germany is a worldwide concern with 12 international locations. They started out over 50 years ago

• Seven “Must Have” Capabilities for Customer Service Applications
  — Presented By: CrmXchange
  

  Written by Basabdutta Chakraborty For CRMXchange Submitted byTrade Press Services April 2019 In the era of technological advancement, customers have endless choices of what products and services to purchase. To capture and maintain a higher market share require companies to

• The 2019 – 2020 edition of the Workforce Management Product and Market Report
  — Presented By: DMG Consulting LLC
  

  DMG Consulting DMG Consulting’s 12th annual Workforce Management Product and Market Report provides the most comprehensive and insightful coverage of this evolving technology sector. The 292 page Report contains detailed vendor, product, technology, trend, price and market data to help

• 2019 CRMXchange Enterprise Connect Review
  — Presented By: CrmXchange
  

  Delivering Detailed Analyses of the Technological Tools needed to Provide a Superior Customer Experience Over its nearly three decade history, Enterprise Connect has been the premier showcase to help businesses achieve transformation via communications and collaboration technologies. While much of

• Managing Digital Transformation with an Agile, Holistic Approach
  — Presented By: Majorel
  

  Jody Arebalo, Vice President of Transformation and Consulting, Majorel   As organizations look to become more customer centric in response to evolving consumer expectations, executives are increasingly seeking to improve and innovate customer service processes. With the rise of technologies

• Personality - When Language Leaves Footprints
  — Presented By: NICE Nexidia
  

  Personality, When Language Leaves Footprints Our language is a clue into who we are and how we operate. Our style needs and characteristics are prevalent in how we communicate, because at the end of the day, we want others

• CCW Gets 2019 off to a Rousing Start in Nashville
  — Presented By: CrmXchange
  

  Like the ever evolving industry it serves, the event originally known as ‘Call Center Week’ has been through a lot of changes over its 20 year history. Outsourcing that sent many customer care jobs overseas, then a movement toward work

• Call Center Compliance – Using Technology to Follow the Key Rules and Regulations
  — Presented By: CallMiner
  

  by Scott Kendrick, VP of Marketing at CallMiner   Risk taking is an essential element of business success. The marketing team might embark on a new edgy slogan to grab attention, or the product developers create a new item that’s

• ICMI Contact Center Demo-Conference Provides Guidance for Professionals Questing for Customer Service Excellence
  — Presented By: CrmXchange
  

  Every company acknowledges that there is a growing need to deliver superior customer service. For executives and managers to lead their teams to peak excellence requires making a dedicated effort to gain the knowledge, skills and technological tools to position

• Can your Contact Center Keep Up with Changing Consumer Demands?
  — Presented By: NICE CXone
  

  Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom

• Blurred Lines - How AI and ML are Enabling Human Agents to Be More Effective and Responsive
  — Presented By: CrmXchange
  

  The opening lines of Robin Thicke’s hit song from several years ago, “Blurred Lines,” echoes a common complaint of many consumers, “If you can’t hear what I’m trying to say…if you can’t read from the same page.”  Throughout the history

• There’s No Need to Compromise When Moving to the Cloud
  — Presented By: NICE inContact CXone Enterprise
  

  Organizations of all shapes and sizes are beginning to understand that the era of the connected customer is upon us. As technology becomes a larger part of our everyday lives, customers now have access to an increasing amount of channels.

• Unlock the Power of VOC Data Using Advanced Contact Center Analytics
  — Presented By: Calabrio
  

  How to Use Advanced Contact Center Analytics to Unlock the Power of VOC Data  A revolution in Big Data is underway. Advanced contact center analytics technology unlocks rich voice of the customer (VOC) insights that have been buried in contact

• Data Management: How It Can Boost Employee Engagement and Customer Retention
  — Presented By: docInfusion
  

  As your company grows, so does the mountain of customer data and other information. With all that growth comes a need to manage data effectively—and in a way that makes it accessible to all relevant teams and employees throughout the