Category: Customer Experience

The acquisition of MindTouch, a knowledge management software company based in San Diego, California. NICE offered no financial details of the acquisition. MindTouch was founded in 2005 and funded by its founders until 2016 when it received $12 million in a Series A round from PeakSpan Capital, SAP Startup Focus, and SK Ventures. In an analyst briefing, the company reported 100 employees and over 300 customers worldwide, including global brands (and a few NICE CCaaS competitors) such as 8×8, Cisco, Land Rover, Samsung, Verizon, and Whirlpool. In addition to direct sales, MindTouch technology is embedded in SAP Service Cloud as SAP Knowledge Central. At that time, 75% of MindTouch revenue came from North America and the remaining 25% from the rest of the world. Full article: https://www.nojitter.com/ccaas/nice-acquires-mindtouch-smarter-digital-self-service
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Call Center Dialer

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When we say this, we might not be as accurate in our description of the situation as we believe.

Perhaps we mean, “that’s not what I was hoping for.”

Or we might mean, “if you knew how hard I worked, you would have made a different decision.”

Possibly, we mean, “if you understood the world the way I do, you’d agree that this outcome isn’t fair.”

We rarely complain about fairness when the world lines up the way we hope it will. Even (or especially) if the outcome was unfair to someone else.

There’s an enormous amount of unfairness all around us. People who don’t get the benefit of the doubt, advantages that are multiplied, systems that are rigged. But right here, right now, it’s possible that what just happened was fair, though it was also disappointing.

Hand washing used to be controversial.

Before Ignaz Semmelweis did his groundbreaking work in proving that disease spread when doctors didn’t wash before and after treating patients, hygiene was ignored. In fact, it took decades for the system to change.

Today, of course, it’s understood that doctors, food service workers and everyone else ought to wash their hands to protect those around us. Doctors don’t wash their hands because they enjoy it, they do it because that’s what doctors do.

Disease evolves.

As it spreads from one person to another, a disease reproduces and has a chance to mutate. And those mutations create new problems, problems that we may be ill-equipped to deal with.

And disease is frightening. When it collides with culture, culture often demands we stand still. We stick with what we know, with what feels safe, with the status quo. Because to do otherwise means that we have to acknowledge that perhaps one day, the disease will win.

It’s easier to sell a new fashion or a sports team than it is to sell public health. Like most of the human challenges we face, it’s a marketing problem, a chance to use words and affiliation and possibility to create change.

There’s a long history of culture pushing back on the smart, generous, safe interventions that ultimately become standard. Because the status quo is the status quo precisely because it’s good at sticking around.

When we have a chance to make things better for the people we care about, we usually realize that this is exactly the thing we hope to do. But first, we need to see what our choices are based on and where they lead.

We can gain a lot of clarity if we insert the right words into daily conversation.

“That’s a good college,” is more accurately stated as, “that’s a famous college.”

Or perhaps, “That person is beautiful,” might be better as, “that person is conventionally beautiful.”

So many choices and measures seem obvious. But the obvious part might come from the fact that they are simply conventional and famous, not valid or useful.

This is just a story of mine probably not worth watching but maybe worth hearing for somebody with paranoia or anger/stress issues. Long story short forgive, be humble and seek help when you see something wrong, you can always voice if you’re unsure or need more time to make a true call, while making somebody else aware of it just in case. IDk if its any good tbh , but I make some good points in for my arguement against blizzard. The circumstances just happen to favor me , but those circumstances have not produced anything yet :/. Mental Health Month. Blizzard 72 Bans WHILE APOLOGIZING? Cultural Report Abuse Denied!!!!! – YouTube . Forgive , don’t be vengeful for good like me.
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Customer loyalty is an increasingly important commodity. KPMG has run a survey on the topic, interviewing consumers across 20 different states in the world. More than half of them say they would remain loyal to the favourite brand after a bad experience. With these statistics in mind, it’s quite natural that brands want to focus on…
The post Prioritizing employee experience for long-term success appeared first on Customer Experience Magazine.

Sometimes the rule is:

You don’t have to finish, but you do have to start.

And sometimes the rule is:

You don’t have to start, but if you do, you have to finish.

When building a personal habit, it might make sense to embrace the first rule. You don’t have to run all the way, every day, but you do have to get out of the house and start running.

And when making promises to a group where trust matters, the second rule definitely applies.

The post CCaaS Platforms: CX Today Expert Round Table appeared first on UJET.

Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses.
Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. But achieving a strong ROI is easier said than done.
The ROI of Call-Backs for Your Call Center
If you want to make your call center more profitable, the process starts with taking a long, hard look at your current expenses. Don’t worry, we won’t leave you hanging with such a daunting task. Read on for a simple guide on breaking down your call center costs.
Why should I break down my call center costs?
Call centers have many moving parts and associated fees that may not be immediately obvious. Conducting a full cost breakdown will help you gain a more holistic view of where your money is spent as well as areas of inefficiency.
Following a cost breakdown, it may be tempting to slash resources in an effort to lower spend. Instead, focus on how these problem areas affect your service as a whole and find a way to make them more efficient. Often, these challenges occur when processes or equipment become outdated, and it may make more sense to update these resources to increase profitability.

TIP:
Outsourced call centers are a great alternative to maintaining expensive in-house services.

Breaking down typical call center costs.
To make your cost breakdown more manageable, start by grouping them into the following four categories:
Fixed overheads.
No surprises here — these items are recurring costs at a fixed value that your business should expect to pay on a regular basis.

Rent. This applies mainly to in-house contact centers, not remote teams.

Equipment. Calculate your spend on computers, headsets, office equipment, and more.

Software. This refers to your call center management platforms, CRM platform, and any other software essential to running your operation.

Taxes. Need we say more?.

Variable overheads.
These charges will vary between billing periods. It’s best to leave some wiggle room in your budget so you’re not blindsided by unexpected cost spikes!

Utilities. This includes electricity, hydro, gas, internet, and more.

Hosting. If you have a contact center hosted on a cloud server, you’ll need to account for the associated fees.

Services. Consider costs associated with services your business relies on, such as call-back technology.

TELCO costs. Take note of all the fees associated with your call center licenses, hardware, and charges associated with incoming calls and call volume.

Staffing costs.
Your call center agents are some of the most important assets in your call center. They can also be costly resources if managed improperly.

Agent salaries and attrition. Look over the overall cost of paying your employees, — including the average salary for your agents — as well as the cost of staff turnover.

Training and benefits. How much are you spending on training? How are your agents performing? Are you getting value out of your investment?

HR & recruitment. Finding top talent takes time, effort, and resources.

Overflow centers. Keeping services on standby in case of call spikes comes with a price, of course.

15 Top Call Center Overflow Handling Services
Upkeep and maintenance costs.
This is the trickiest category to manage, as these costs are often hidden and unpredictable. All the more reason to track them carefully.

Updating software or equipment. Regularly updating your tools and technology can help you avoid last minute emergency costs.

Technology maintenance fees. Even the best tools break down, so it’s important to have room in the budget to account for unexpected issues.

Security compliance and auditing. These are important for maintaining compliance with laws and regulations surrounding the contact center industry.
The post Blog first appeared on Fonolo.