Connect
NOVEMBER 2, 2018
In Contact Centres around the world, a battle is raging. The prize: the best customer experience, underpinned by efficient, scalable, and flexible technology. Many would have you believe there are only two contenders: the Cloud Contact Centre (Contact Centre as a Service (CCaaS)), and the more conventional Contact Centre Infrastructure (CCI). The reality, however, is much more complex.
Aspect
NOVEMBER 2, 2018
The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment. In light of this, and the growing demands from customers, organisations must evolve to provide information and access across a wide range of channels.
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Beyond Philosophy
NOVEMBER 2, 2018
Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free!
ShepHyken
NOVEMBER 2, 2018
This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. We cannot escape the future. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.
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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.
Maru Group
NOVEMBER 2, 2018
Brands and businesses operating in the UK are facing an uncertain time. With Brexit just around the corner, Monday’s budget announcement came with the claim that ‘austerity is coming to an end’. Yet, Maru/edr research in the hours immediately after the latest budget publication showed that less than 1 in 4 (23%) UK consumers agree with Philip Hammond that austerity is coming to an end.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Liveops
NOVEMBER 2, 2018
Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were. Geography has been a major factor when we think of how to make a living. This pull to geographic locations and the corresponding promise of prosperity has been a defining feature in our history. High-risk money-making opportunities were all it took to spur mass migrations to far-flung locations.
Integrity Solutions
NOVEMBER 2, 2018
The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. by Boris Zecevic. Anyone who’s been in sales will tell you: The job comes with some unique challenges. And any number of those challenges has likely contributed to the findings by The Sales Management Association that only 51% of salespeople across all industries made quota in 2017.
Liveops
NOVEMBER 2, 2018
Look at the past and present state of workers to map out the future. For more than a century, workers went where the jobs were. Geography has been a major factor when we think of how to make a living. This pull to geographic locations and the corresponding promise of prosperity has been a defining feature in our history. High-risk money-making opportunities were all it took to spur mass migrations to far-flung locations.
TeamSupport
NOVEMBER 2, 2018
When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care” , “customer support” , and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them). These phrases, “customer service”, “help desk”, and “customer success” are among some of the most commonly used phrases in the industry.
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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
Jon Arnold
NOVEMBER 2, 2018
Subscribers to my newsletter have already seen and/or heard this podcast, but for just about everyone else, this will be new. I produce a monthly newsletter updating my activities and sharing industry insights, including a podcast that I produce with colleague Chris Fine. Each month we talk about a current topic, or hot trend, or a recent industry event we’ve attended.
DigitalGenius Blog
NOVEMBER 2, 2018
Recently, DigitalGenius participated in a joint webinar with Salesforce and 4C on the topic of Customer Service in the Age of AI , covering a range of topics from the application of machine learning technologies, to best practices in implementation, to the changing role of customer service. Our Chief Product Officer, Ivan Harris, was joined by Clement Tussiot, Senior Director Product Management at Salesforce, who leads product management for Einstein Bots, as well as Rita Martin, the Head of AI
Eckoh
NOVEMBER 2, 2018
Removing your contact center from the scope of PCI DSS audit is a smart strategy – we call it ‘de-scoping’. But how are you going to convince your business and senior management that it’s the right move?
Ambs Call Center
NOVEMBER 2, 2018
Using a virtual phone receptionist is a great way to impress your callers. On top of that it helps you take control of your calendar and focus on the things that matter. Here are 12 reasons why using a virtual answering service will help your business.
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.
kommunicate
NOVEMBER 2, 2018
For previous release notes, head over here. Editable user information section The user information section in the Conversations screen now supports manual editing. You can edit the user information section to update user’s name, email ID or phone number. Share conversations directly with teammates We have made it easier for your team to share customer conversations [.].
Hodusoft
NOVEMBER 2, 2018
Reach. Businesses must reach existing and potential customers and do it before others get there first and do so effectively at a low cost. The solution is voice broadcasting. A sophisticated yet simple to use voice broadcasting solution does more than just send recorded voice messages to a select target audience. It is simple in that it is a hosted voice broadcasting software which means you do not need to install any additional hardware.
ChurnZero
NOVEMBER 2, 2018
Breaking Down the Ultimate Question – NPS (Net Promoter Score). First, let’s start with the very basics- what is a Net Promoter Score ? Net Promoter Score was first developed by Fred Reichheld, Bain & Company and Satmetrix in 2003. Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses.
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