INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. MORE
Machine learning is shaping the e-learning space today. Before we get started, let’s understand: what exactly is machine learning? Is it similar to AI? It’s a subset of AI and the two are closely related but each of them performs a different task. MORE
BPO, or business process outsourcing, is a type of outsourcing that giving some tasks and responsibilities to a third-party service provider. BPO services are usually separated into two groups. The first group is back office outsourcing. MORE
The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially in the retail industry, can bring forecasting and scheduling headaches that rival those induced by too much eggnog at the office party. MORE
Support centers are high-stress environments. Most incoming calls are complaints, and so understandably, the people calling aren’t in the best of moods. It isn’t easy to motivate agents to thrive in this environment MORE
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I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line. MORE
In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams. MORE
This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. They are the role models for the rest of the employees. MORE
By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. MORE
People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. MORE
You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . MORE
Employees often seek employers who can help them get ahead, and hourly employees are no different. Providing inclusive financial services in your business could be the first step in improving employee retention and performance. MORE
An Introduction to Two-Way SMS for Contact Centers A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication. MORE
Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own. MORE
It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator. MORE
Create a Disney-Worthy Customer Experience. Building a magical customer experience at every level. Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company. MORE
Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips MORE
As a business, chances are that you have a cross-platform presence, can be accessed across a plethora of gadgets, and your customer base is geographically dispersed. Your infrastructural reality is probably challenging too. MORE
Is it just us or did fall appear out of thin, crisp air this year? There’s been an uptick in pumpkin-flavored cookies and red coffee cups ( sans gingerbread lattes) around our office lately, which can only mean that we are in the thick of Instagram’s favorite season. MORE
Happy customers, happy MindTouch. That’s why we’re so honored to be named the KMWorld 2019 Readers’ Choice Award winner for “Best Customer Experience and Support,” having edged out Salesforce and Nuance Communications. MORE
I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […]. MORE
By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Whether you take 500 or 5,000 calls per day in your contact center, each and every interaction should be considered an opportunity to sell. Of course, prospects calling into your sales queue are sales calls. MORE
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. MORE
Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS MORE
Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next? MORE
What Does Content and Ad Review Have in Common with Customer Service? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices. MORE
ShepHyken
NOVEMBER 13, 2019
It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator.
Contact Center Pipeline
NOVEMBER 13, 2019
The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially in the retail industry, can bring forecasting and scheduling headaches that rival those induced by too much eggnog at the office party.
Pam Plyler
NOVEMBER 11, 2019
Ensure your contact center is equipped with the right recruiting, screening, and training processes to boost call center strategies with these three tips
Beyond Philosophy
NOVEMBER 8, 2019
People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image.
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The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
Prashanth Kancherla
NOVEMBER 11, 2019
Support centers are high-stress environments. Most incoming calls are complaints, and so understandably, the people calling aren’t in the best of moods. It isn’t easy to motivate agents to thrive in this environment
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Joe Rawlinson
NOVEMBER 13, 2019
Machine learning is shaping the e-learning space today. Before we get started, let’s understand: what exactly is machine learning? Is it similar to AI? It’s a subset of AI and the two are closely related but each of them performs a different task.
Beyond Philosophy
NOVEMBER 8, 2019
You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. .
Nikolina Maskaric
NOVEMBER 11, 2019
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.
ShepHyken
NOVEMBER 11, 2019
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.
TechSee
NOVEMBER 11, 2019
Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.
Contact Center Pipeline
NOVEMBER 7, 2019
I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].
Totango
NOVEMBER 13, 2019
In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Neha
NOVEMBER 11, 2019
As a business, chances are that you have a cross-platform presence, can be accessed across a plethora of gadgets, and your customer base is geographically dispersed. Your infrastructural reality is probably challenging too.
ShepHyken
NOVEMBER 8, 2019
This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. They are the role models for the rest of the employees.
Taylor Reach Group
NOVEMBER 13, 2019
By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do.
BlueOcean
NOVEMBER 13, 2019
What Does Content and Ad Review Have in Common with Customer Service? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices.
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It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.
Lumoa
NOVEMBER 12, 2019
Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS
Guru
NOVEMBER 12, 2019
Is it just us or did fall appear out of thin, crisp air this year? There’s been an uptick in pumpkin-flavored cookies and red coffee cups ( sans gingerbread lattes) around our office lately, which can only mean that we are in the thick of Instagram’s favorite season.
Transparent BPO
NOVEMBER 12, 2019
I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line.
Totango
NOVEMBER 12, 2019
Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next?
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
Ansafone
NOVEMBER 12, 2019
BPO, or business process outsourcing, is a type of outsourcing that giving some tasks and responsibilities to a third-party service provider. BPO services are usually separated into two groups. The first group is back office outsourcing.
Mindtouch
NOVEMBER 11, 2019
Happy customers, happy MindTouch. That’s why we’re so honored to be named the KMWorld 2019 Readers’ Choice Award winner for “Best Customer Experience and Support,” having edged out Salesforce and Nuance Communications.
Branch Mesenger
NOVEMBER 11, 2019
Employees often seek employers who can help them get ahead, and hourly employees are no different. Providing inclusive financial services in your business could be the first step in improving employee retention and performance.
Taylor Reach Group
NOVEMBER 11, 2019
Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Robert Davis
NOVEMBER 11, 2019
By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Whether you take 500 or 5,000 calls per day in your contact center, each and every interaction should be considered an opportunity to sell. Of course, prospects calling into your sales queue are sales calls.
Genroe
NOVEMBER 13, 2019
“The one number you need to grow”: who’d have thought such a simple statement could cause such a fuss. Net Promoter Score is of course famous for being that one number and this fame has lead some people to think that you only need one question in your Net Promoter Survey.
LiveVox
NOVEMBER 13, 2019
An Introduction to Two-Way SMS for Contact Centers A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication.
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