Like many things linked to technology, the communications landscape is constantly evolving. Once upon a time, the major modes of communication were generally bundled into a state institution providing postal, telegraph, and telephone services. Internationally these were often simply the PTT, while in North America, the private monopoly Bell Systems provided telecoms and government agencies covered other modes. MORE
Contact Center Pipeline
OCTOBER 17, 2019
On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.” Originally written by Mike Campbell, who was a guitar player and principal songwriter in Tom Petty’s Heartbreakers band, Henley first heard the song during a visit to Campbell’s home […].
GetFeedback
OCTOBER 17, 2019
Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program.
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Mindtouch
OCTOBER 17, 2019
Driven by new technologies and shifting customer demands, the contact center market is growing. And with this growth has come a considerable proliferation of vendors. IVR software, workforce management, and knowledge management platforms come to mind, though there are plenty of others to consider. To help business decision makers within the contact center space sort through it all and select the right vendors, Frost & Sullivan publishes its annual Contact Center Buyers Guide, North America.
Nicereply
OCTOBER 17, 2019
Managing marketing endeavors is no easy task, especially with an SME that aims to grow and become successful in due time. If you’ve got a business, you’re definitely trying to stand out from the crowd, doing everything you can, and more, investing in technology that can sometimes exhaust your budget and putting lots of effort into brainstorming sessions with your teams, in hopes of coming up with something cutting-edge and all around great.
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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.
TRUSTID
OCTOBER 17, 2019
In today’s fast-paced telephone customer environment, doing things the old way can be detrimental to the efficiency of your call center. Why? Outdated processes are slow, disruptive, and not as reliable as modern technology. Knowing this, why would any organization stick with a process that is clearly past its time? The answer may be as simple as: it’s all they know.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Monet Software
OCTOBER 17, 2019
If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents. With proper training, easy access to relevant resources, and a full picture of the customer’s history, your agents will be empowered to provide your customers with a positive experience.
BlueOcean
OCTOBER 17, 2019
Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. It’s not unusual for the process to take 12 to 18 months from discovery to go-live with significant time and budget required along the way. And we have seen deals with the successful bidder derailed by details in the eleventh hour, setting the buyer back to square one after more than a year of effort.
Aspect
OCTOBER 17, 2019
Aspect apresenta ferramentas para a força de trabalho e Experiência do Consumidor CX no CMS 2019. Em parceria com a Resolutte, gigante americana de software apresenta ferramenta para a indústria do atendimento ao consumidor e novas formas de colaboração, interação e networking. São Paulo, 14 de outubro de 2019 – A Aspect, pioneira no engajamento de equipes, introduziu a primeira interface de otimização da força de trabalho baseada em ícones e widgets em 2014 nos Estados Unidos.
Customercount
OCTOBER 17, 2019
Writing a nomination for an award can be pretty daunting. WRAP partner Yuri Duncan gives us his take how to make the process easier for you while ensuring your employees appreciate your attention to detail. Continue reading → The post How to write a great CEP nomination appeared first on CustomerCount.
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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
Noble Systems
OCTOBER 17, 2019
Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless omnichannel experience. Also essential is a holistic view of the customer across all channels of engagement and ensuring that they are all interconnected. That way, when a customer wants to switch channels, the journey experience will be seamless and consistent.
Guru
OCTOBER 17, 2019
So you’ve decided to become a marketer. Welcome to the club! Before you get your swag though, we have one simple request: explain the difference between brand positioning and messaging.
NICE inContact
OCTOBER 17, 2019
Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has been written about the growth of self-service technologies, like mobile apps and chatbots.
Contact Center Geek
OCTOBER 17, 2019
Happy Boss’s Day Yesterday, October 16, was Boss’s Day. In honor of that, I’d like to thank some of the managers that helped me get where I am today. There are a great number of people that have helped me get where I am in my career. I have a great boss today and my career has been shaped by a number of other great bosses. I consider myself very lucky to have only had a couple of not-so-great bosses, but they are not the subject of today’s post.
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.
NICE inContact
OCTOBER 17, 2019
Consumers value choice. Whether it's candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers' demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer?
DMG Consulting
OCTOBER 17, 2019
DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. 8/28/2019. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report.
NICE inContact
OCTOBER 17, 2019
Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals interested in moving.
DMG Consulting
OCTOBER 17, 2019
DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. 10/3/2019. Extraordinary demand brings new opportunities for human capital in the age of AI. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Robotic Process Automation Product and Market Report.
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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.
NICE inContact
OCTOBER 17, 2019
NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Not only that, but we’ve also been evaluated as a.
Solvvy
OCTOBER 17, 2019
Skyrocketing sales are great for your bottom line—but sometimes aren’t so sweet for your customer support team, who are suddenly deluged with inquiries about whether your products are vegan or hypoallergenic, and by the way, is the red shoe pattern more of a ruby-red or a maroon shade, and when is that order arriving again? . Sure, your agents want to be helpful and present your products in the best light, but with thousands of support requests coming in every day, they’re fin
NICE inContact
OCTOBER 17, 2019
For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy. Businesses make investments to improve all touch points across the customer journey to ensure that each one of those customers has an exceptional experience when it comes to engaging with the brand. Across agencies in federal, state and local governments, the experience imperative is every bit as crucial (I would argue, in many cases even more so) to fulfilling agency missions.
Interactions
OCTOBER 17, 2019
“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Our evolution and growing success can be attributed to two key factors: a passionate, hardworking team that believed in our core mission; and the invaluable, longstanding partnerships we’ve forged with forward-thinking companies that share our dedication to exceptional customer experiences.”.
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!
Ann Michaels and Associates
OCTOBER 17, 2019
Measure Your Customer Experience. In a world where one day you’re in and the next day you’re out, you would expect companies to be doing everything they can to attract new customers and retain those who are loyal. But a 2018 study by sales-and-service-solutions company NewVoiceMedia found that businesses were losing 75 billion dollars a year because their customer service wasn’t good enough, up from $62 billion in losses the year before.
Cisco - Contact Center
OCTOBER 17, 2019
Partner Success Story. When your goal is to help people take care of their finances, you need fast, trustworthy solutions. That’s precisely what Mcredit offers—but until recently, the Vietnamese consumer finance company did not have a speedy, reliable call center to match its user-friendly offerings. After joining forces with an established bank, Mcredit reached a tipping point: They needed to upgrade their call center to handle a growing customer base.
Nuance
OCTOBER 17, 2019
Today’s telcos are facing unprecedented fraudulent attacks. Fraudsters are outpacing solutions and evolving their schemes daily. In this digital climate, carriers want to offer the most robust options for engagement, payment and potential sales, supporting a true omni-channel experience. Whether subscribers engage on mobile, phone, web or (more than likely) a series of each during […] The post TRMA Telecommunications Risk Management Association – A team huddle for telcos appeared first on
JivoChat
OCTOBER 17, 2019
JivoChat is one of the few omnichannel free live chat solutions available on the market. We specialize in small to mid-size businesses with industries ranging from e-commerce to customer service, hospitality, tech, and more. Regardless of industry, our clients all have one common goal: to impact their customers by providing a unique experience. Wanna know our clients’ favorite Jivo features?
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
Nuance
OCTOBER 17, 2019
Today’s telcos are facing unprecedented fraudulent attacks. Fraudsters are outpacing solutions and evolving their schemes daily. In this digital climate, carriers want to offer the most robust options for engagement, payment and potential sales, supporting a true omni-channel experience. Whether subscribers engage on mobile, phone, web or (more than likely) a series of each during […] The post TRMA Telecommunications Risk Management Association – A team huddle for telcos appeared first on
Hodusoft
OCTOBER 17, 2019
Reaching out to target customers is easy with so many tools like cold calling, email, text, fax. Some get you immediate responses. Some are expensive. Some require support personnel for campaigns and add to the cost, such as in cold calling. A better alternative is voice broadcasting that works like SMS and, therefore, is bundled with text broadcasting feature in the package.
Jon Arnold
OCTOBER 17, 2019
In this part of the world - San Francisco/Bay Area - attending industry events can be a full-time job for tech analysts. I don’t quite travel in those circles, but this is one of those weeks. I actually had three events to attend this week out here, but could only - barely - manage two. Am about to fly back to Toronto, and for now, will just share some photos, but there’s more to come.
Spearline
OCTOBER 17, 2019
Like many things linked to technology, the communications landscape is constantly evolving. Once upon a time, the major modes of communication were generally bundled into a state institution providing postal, telegraph, and telephone services. Internationally these were often simply the PTT, while in North America, the private monopoly Bell Systems provided telecoms and government agencies covered other modes.
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