Contact Center Pipeline
AUGUST 15, 2018
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. Over the intervening years, the prevailing standards of service excellence have continued to rise. New technologies […].
Call Center Weekly
AUGUST 15, 2018
Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront. A lot of screening and evaluation prior to conducting the first interview must also take place. I’ve spent countless hours mulling over applicant resumes to determine if a candidate’s skills translate into the skill set I am looking for.
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OrecX
AUGUST 15, 2018
As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer. Therefore, you are under enormous pressure to over-perform each and every day or you risk losing business. With the help of the right call recording, screen recording and quality monitoring software in your arsenal, you stand a far greater chance of satisfying (if not wowing) your clients.
ShepHyken
AUGUST 15, 2018
Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member.
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Nexmo
AUGUST 15, 2018
For many years, companies with global customer support operations could only dream of conducting voice communications with their customers directly through their web browsers. They have become tired of proprietary technologies that require time-consuming downloads and plug-ins that often crash because they have trouble serving real time communications.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Return Customer
AUGUST 15, 2018
American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. This confirms the psychological phenomenon that negativity garners more lasting responses than positivity.
Ansafone
AUGUST 15, 2018
Since first call resolution (FCR) helps companies measure customer satisfaction, it is an essential element in nurturing lifelong relationships with buyers. Customers understand that mistakes happen, so they are able to forgive when a problem is fixed swiftly and adequately. In fact, companies have a unique opportunity to gain a deeper buy-in from customers during … 4 Strategies for Achieving First Call Resolution Read More ».
Fonolo
AUGUST 15, 2018
Whether we’re talking about relationships, leisure, or work, gender differences play a significant role in the way we interact with the spaces and places around us. It is, after all, a marker of identity that helps us make sense of ourselves, and the world. The way we engage with or provide customer service is no exception to that. The hard truth is: Perceptions and gender, and gendered consumer habits, are real.
GetFeedback
AUGUST 15, 2018
It’s no surprise that successful brands are built on the positive relationships they create with their customers. After all, modern consumers want more than just a product —they want a personalized experience that addresses their unique needs and expectations. And nowhere is this better reflected than the field of customer support. According to a 2016 study conducted by Ubisend , 51% of customers polled feel that brands should be reachable 24 hours a day, seven days a week.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
AskNicely
AUGUST 15, 2018
You have a Net Promoter Score (NPS). How did you get that score? What does it mean? Why should you care? I know it sounds like something from Black Mirror season three’s “Nosedive” episode. You know the one where members of Charlie Brooker’s dystopian society are judged by a numeric rating given to them by their interactions with other people – better interactions can lead to a higher rating, while bad ones lead to a lower one?
GetFeedback
AUGUST 15, 2018
Customers love live chat. It's fast, easy, and casual. But with instant gratification comes added responsibility. Learn how to ace the live chat experience.
Interactions
AUGUST 15, 2018
AUGUST 15, 2018 Over the last few years, the word. Read more » The post What is the technology behind a true omnichannel solution? appeared first on Interactions Resource Center.
Voiance
AUGUST 15, 2018
From Voiance's ICMI Whitepaper: "Research shows that the United States is one of the most linguistically diverse countries in the world with 80% of foreign-born Americans speaking a language other than English. The U.S. Census found that 21% of the U.S. population aged five and over speaks a language other than English at home, and greater than 9% are unable to speak English well enough to transact business over the phone, which causes significant complications for both the customer and the agen
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.
TELUS International
AUGUST 15, 2018
Four proven best practices for delivering exceptional customer service from TELUS International.
Russel Lolacher
AUGUST 15, 2018
What if no matter what you did to better serve your customer, it didn’t matter at all? Stay tuned for a story of mixed signals, valiant efforts and broken promises. This is the Customer Experience Storytime tale of… A Delivery Most Foul And so it begins… The Story ACT ONE: David and Anna had just moved in. The post CX Storytime Tale of A Delivery Most Foul appeared first on The Upsell.
Nexmo
AUGUST 15, 2018
Introduction In a previous tutorial, we showed you how to create an application that can Receive a Phone Call with Java. In this tutorial, you will create an application that can receive a phone call and respond to user input using the Nexmo Voice API. Prerequisites To work through this tutorial, you will need a […]. The post Handle Keypad Input (DTMF) with Java appeared first on Nexmo.
Aspect
AUGUST 15, 2018
Wir alle sind sicher irgendwann der Vorstellung begegnet, dass der Kunde König sein soll. Aber passt ein solches Bild von Kundenservice noch in die heutige Zeit? Wollen Menschen wirklich hofiert werden, als säßen sie auf einem Thron? Ich glaube, den meisten Kunden geht es vielmehr darum, dass man sie ernst nimmt und ihnen hilft, ihr Anliegen so schnell und zufriedenstellend wie möglich zu klären.
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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.
Russel Lolacher
AUGUST 15, 2018
What if no matter what you did to better serve your customer, it didn’t matter at all? Stay tuned for a story of mixed signals, valiant efforts and broken promises. This is the Customer Experience Storytime tale of… A Delivery Most Foul. And so it begins…. The Story. ACT ONE: David and Anna had just moved in together. It was a big milestone in their relationship as they had been dating 2 and a half years and this felt like the next logical step.
JM Robbins & Associates
AUGUST 15, 2018
Have you ever felt like your life was overly complicated? If I’m being honest, my life feels complicated way more often than it feels uncomplicated. I don’t like making decisions about where to eat; my schedule is always consumed with things to do; and I often find myself craving more margin; more freedom; and more opportunities to sit in the silence that is simplicity.
Strategic Contact
AUGUST 15, 2018
We see common situations in our contact center assessment projects: The IVR needs fixing. It’s been static for years. But nobody thinks it matters too much. Or they are afraid to touch it, out of fear it will “break” something. Without reports, they lack visibility to the problems and the data to show the potential.
Monet Software
AUGUST 15, 2018
The fundamental goal of performance management is to promote and improve employee effectiveness. One important aspect of that undertaking is the agent assessment form. The assessment form plays a central role in framing discussions between agents and managers with an aim toward setting specific performance goals, measuring progress, providing feedback and coaching for improved performance, and rewarding achievements.
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!
ForeSee
AUGUST 15, 2018
We live in a world of consumers on-the-go, where more than half of daily digital hours are spent on a mobile device. That’s why it should come as no surprise. The post Three UK improved its mobile app experience to drive add-on sales, NPS, and more appeared first on ForeSee.
Relay Blog
AUGUST 15, 2018
SMS is quickly becoming the communication channel of choice for many customers. 98% of adults. The post Driving Digital Engagement with SMS Messaging appeared first on Relay.
Bright Pattern
AUGUST 15, 2018
Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. For instance, it directly influences waiting time, abandonment rate, occupancy of agents, workforce demand, and ultimately both customer satisfaction and cost of operation.
Sabio
AUGUST 15, 2018
Despite continued innovation in voice-enabled customer engagement channels, it’s surprising how many organisations seem to overlook their ‘voice-first’ focus when it comes to their often long-established Interactive Voice Response (IVR) systems.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Playvox
AUGUST 15, 2018
If you're reading this, it's probably because you are growing quickly and sure enough, you've found the need to build a sturdy foundation upon which to scale your customer service support team.
Russel Lolacher
AUGUST 15, 2018
What if no matter what you did to better serve your customer, it didn’t matter at all? Stay tuned for a story of mixed signals, valiant efforts and broken promises. This is the Customer Experience Storytime tale of… A Delivery Most Foul. And so it begins…. The Story. ACT ONE: David and Anna had just moved in together. It was a big milestone in their relationship as they had been dating 2 and a half years and this felt like the next logical step.
ppt solutions
AUGUST 15, 2018
TULSA, OKLAHOMA, Aug. 15, 2018 — Inc. magazine announced today that PPT Solutions (LLC), a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, was named on its 37th annual Inc. 5000 list, the most prestigious ranking of the nation’s fastest-growing private companies. The list represents a unique look at.
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