Troublesome Trends & Predictions for 2018

Beyond Philosophy

My concerns only grow as we roll into 2018. The post Troublesome Trends & Predictions for 2018 appeared first on. I am apprehensive about my industry. Having worked in Customer Experience since 2002, I may be too much of a purist.

Congratulations to the 2018 LISTEN Awards Winners

Callminer

Watch this video to hear from Marvie directly and learn more about Dialog Direct’s journey and results with CallMiner Eureka: The post Congratulations to the 2018 LISTEN Awards Winners appeared first on CallMiner.

Think 2018

Peter Lavers

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. You can find out more and register to attend at the Think 2018 website.

Top 10 Posts in 2018

Contact Center Pipeline

It’s hard to believe that 2018 is already drawing to a close! The following were our 10 most-read posts in 2018. At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog readers.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

Web: www.egain.com © 2018 eGain Corporation. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

iQorian Values Week 2018

iQor

Exciting week of celebrations highlighting iQorian Values Week 2018. Events iQorian Values

72

What to Expect for Contact Centers in 2018

Contact Center Pipeline

As we kick off 2018, businesses will continue to improve the […]. Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list.

Top 10 Contact Center Technology Posts in 2018

Contact Center Pipeline

If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. Advances in technology continue to accelerate an exponential rate. What were the biggest technology-related concerns for customer care and contact center leaders in the past year?

The Ultimate CX Infographic, 2018

Customer Experience Matters

The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®. Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf pdf format.

HITRUST — 2018 and Beyond

Revation Systems

IBM’s 2018 “Cost of a Data Breach” study reports the global average cost of a single data breach is up 6.4 The post HITRUST — 2018 and Beyond appeared first on Revation Systems.

Artificial Intelligence and the Customer Experience

14-16, 2018 among 2,022 adults ages 18+. AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? AI AIAI AI AI Artificial Intelligence: Helpful or Harmful for CX?

Regifting for 2018

Contact Center Pipeline

Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].

The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. White Paper: CX Trends You Need to Watch in 2018.

2018 Customer Experience Trends

The Center for Client Retention

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones.

2018: The Year In Review

Monet Software

It’s safe to say that 2018 was an eventful year at Monet Software. And the accolades just kept coming for Monet WFO, which this month was named a 2018 Contact Center Technology Award winner. The post 2018: The Year In Review appeared first on Monet Software.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

in February 2018. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing. Opportunities to Meet the Real Needs of.

2018 Contact Center Survey Results

Monet Software

The post 2018 Contact Center Survey Results appeared first on Monet Software. For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry.

Key customer authentication learnings from 2018

TRUSTID

In our recently released 2018 Learnings on Customer Authentication market report , we take what we have seen throughout the year to give more insight into the current status of call center authentication.

2018 Priorities

Insite Managed Solutions

Most of our clients are currently focusing on their 2018 priorities and you might be too! We explored 2018 priorities in our previous email. How have we helped our clients? Here, you will find a number of ways we have helped our clients achieve their priorities over the past year.

Business SIP Trunking Guide 2018

Avoxi

We made this guide… The post Business SIP Trunking Guide 2018 appeared first on AVOXI. Request Demo Talk to a Specialist Contact Us Business SIP trunking allows companies to reduce call costs and upgrade their phone system without having to replace their existing setup.

62

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

November 28th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTAn ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. One of the main inhibitors is fear.

[Infographic] The Hottest Customer Experience Trend of 2018

Bright Pattern

AI and bots might have been the most talked about trend of 2018. But why then are 40% of the chatbots implemented in 2018 going to be ripped out?

Amazon: Top Retailer in 2018

Branch Mesenger

As we approach the end of 2018, this week's round-up features a variety of "top" stories and "best of" lists, as well as reviews of the year that was in retail, including what one publication is dubbing the top retailer of the year.

Amazon: Top Retailer in 2018

Branch Mesenger

As we approach the end of 2018, this week's round-up features a variety of "top" stories and "best of" lists, as well as reviews of the year that was in retail, including what one publication is dubbing the top retailer of the year.

Guest Blog: Customer Service Trends for 2018

ShepHyken

In this article, let us discuss a few upcoming trends of 2018 that will affect the customer service as well as CX for business and look at some resolutions that you may have to undertake. This is not going to happen, at least in 2018.

Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

November 6th, 2018 9:00 AM PST, 12:00 PM EST, 4:00 PM GMT With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry.

2018 Contact Center Technology Survey Reveals Critical Needs

Contact Center Pipeline

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.

My Most Popular Blog Posts of 2018

Toister Performance Solutions

As 2018 winds to a close, it's time to take a look back at the past year. One thing I like to do is review my blog to see which posts resonated the most with readers. There were a couple of surprises here, including my most popular one. #1:

Infographic: 2018 Challenges for Digital Retailers

InTheChat

In our last post, we looked at 2018 facts about consumer behavior and consumer trends with regards to digital transformation and digital customer experience, including: Thanks to the Internet of Things, we’re drowning in data The continued growth.

The 7 Sleaziest Phone Scams of 2018 (and How to Foil Them)

Jive

The scummiest phone scams of 2018. We’ll look at the leading phone scams of 2018, describe how they work, and explain how to avoid them. The post The 7 Sleaziest Phone Scams of 2018 (and How to Foil Them) appeared first on Jive Resource Center.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

October 31st, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTThis webinar will explore how a professional or an organization can create distinction to stand out in their industry. In a business landscape with many iconic companies, many organizations struggle with how to become noteworthy.

To a More Cost-Efficient 2018

Contact Center Pipeline

Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to).

CEO’s Message – 2018 Fourth Quarter Update

Avoxi

We continued to add countries, and to add cities, to our long list of Global Virtual Numbers – allowing you… The post CEO’s Message – 2018 Fourth Quarter Update appeared first on AVOXI. A Special Hello to Our Loyal Customers Thanks once again for your continued business and your encouragement to do more and go further. Much has been happening at AVOXI this last quarter of the year.

63

Infographic: Consumer behavior on digital channels in 2018

InTheChat

It’s hard to believe, but 2018 is rapidly coming to a close! The post Infographic: Consumer behavior on digital channels in 2018 appeared first on InTheChat.

21 Most Active Sales Influencers on Social Media in 2018

CrazyCall

million in total revenue in Q1 2018. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing.

Sales 110

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

October 23th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers.

Chatbot Statistics: The 2018 State of Chatbots [New Study]

Relay Blog

The post Chatbot Statistics: The 2018 State of Chatbots [New Study] appeared first on Relay. These days, chatbots are all the rage. Or at least, it seems that way. Chatbots b2b chatbot statistics study use

A Look Back at Dreamforce 2018

GetFeedback

Dreamforce 2018 was a blast from start to finish. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration.

Workforce Optimization Newsletter – October 2018

Monet Software

Wrapping Up Dreamforce 2018. The post Workforce Optimization Newsletter – October 2018 appeared first on Monet Software. Commitment to Customer Experience Tops Priority List.

Flexon Eyewear "VR experience" (2018) 1:00 (2018) (USA)

ShepHyken

Health & Beauty Read more about Flexon Eyewear "VR experience" (2018) 1:00 (2018) (USA). Flexon Eyewear's memory frames are nearly indestructible which is pretty cool because they are on the edge of technology.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

October 17th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMTThis webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience.