ShepHyken
JULY 17, 2019
Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on! Just a few weeks ago the St. Louis Blues hockey team, which I’m a huge fan of, won the Stanley Cup championship against the Boston Bruins.
Upstream Works
JULY 17, 2019
Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. Nowadays it’s so easy to shop around and compare offerings for the best deal. In an instant we can get multiple quotes from different sources – all without even having to speak to anyone.
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Contact Center Pipeline
JULY 17, 2019
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral videos” captured the zeitgeist, and every brand decided they needed to have one—even if they didn’t fully understand what made a clip “go viral” or how to be strategic with its […].
Callminer
JULY 17, 2019
Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.
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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.
Taylor Reach Group
JULY 17, 2019
By JD Fairweather. “Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up. But there is no exaggeration when I declare robocalls are a nuisance that may very well destroy the future of virtual agents and digital messaging.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Stratifyd
JULY 17, 2019
Estimated reading time: 2 minutes. As a growing startup deeply rooted into the city of Charlotte, NC, Stratifyd is committed to leveraging partnerships for benefit of the local tech community. Coming off a successful first financial quarter, the company has had the opportunity to join several organizations. Stratifyd CEO Derek Wang was named to the CBJ Leadership Trust and the NC Tech Board , groups that promote technology, entrepreneurship, and education throughout the Charlotte area.
The Call Center School
JULY 17, 2019
Does your contact center do all of it’s training internally? Have you considered outsourcing some of it, but you're not sure if you should? Do your options seem overwhelming and you’re not sure where to start? Worried about cost? There may seem to be many factors to consider when deciding to outsource your training, but generally they all boil down to cost, quality, and capacity.
Jon Arnold
JULY 17, 2019
I just finished doing another podcast recording with UK-based EM360 , this time with Mayur Pitamber of 8x8. We covered a wide range of topics around how collaboration technologies are transforming business, both in the office and the contact center. A central theme is engagement, and what cloud-based offerings bring to make it better than what businesses are experiencing now.
Call Experts
JULY 17, 2019
Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. Customer experience must always be a focus for your company. Complete contact centers work to ensure that your business retains clients and provides a balanced, focused journey. .
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.
Cyara
JULY 17, 2019
Adoption of Contact Center technology in the Cloud is a trend that is well under way. According to IDC, nearly 50% of contact centers have deployed cloud-based solutions and an additional third are in the process. And, this isn’t just small contact centers. According to Forrester, 1 in 4 large contact centers currently deploys hosted, hybrid or cloud contact center environments, and 30% are expecting to move to subscription-type services.
5CA
JULY 17, 2019
As more and more companies embrace the work-from-home revolution, it is becoming evident that telecommuting is a big part of the future of the workplace. At 5CA, we embarked on this journey 5 years ago and haven’t looked back.
Eptica
JULY 17, 2019
Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019. Author: Taoufik Massoussi - Product Manager & Head of AI Every industry is facing greater competition and a need to react more quickly to customer needs , often in real-time.
NICE inContact
JULY 17, 2019
It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success.
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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.
JustCall
JULY 17, 2019
In real estate, simply generating leads is just not enough. It is important to analyze the quality of these leads and build relationships with them. It is important to recognize each and every lead as a customer. However, the issue arises that these leads can come to you in real estate at any time of the day. Staying responsive to them 24×7 is not humanly possible.
Advantage Communications
JULY 17, 2019
Artificial Intelligence (AI) is a controversial subject. It often comes with a worry that workers will lose their jobs and companies will have to implement new processes and ways of operating.
Tethr
JULY 17, 2019
In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty. Over the following years, the metric itself would be revised as companies adopted CES and started to leverage it to drive change in their customer experience.
Concentrix
JULY 17, 2019
Find out how Concentrix Intelligent Virtual Assistant Platform can deliver immediate and lasting value for your business and modernize your IVR. The post Virtual Assistant Technology: Understanding how to begin your digital transformation journey appeared first on Concentrix.
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!
Avoxi
JULY 17, 2019
Call management software is a business tool that allows your customers to get connected with the proper agents and help decrease wait times for those who call your business. There are a lot of options out there for call management systems and can be extremely overwhelming. We are here to help. In this article, we will… The post Best Call Management Software (2019) appeared first on AVOXI.
ForeSee
JULY 17, 2019
Forrester’s Faith Adams explains top CX trends and how leaders apply VoC across the enterprise “There’s so much opportunity in this space.” That’s how Faith Adams begins her presentation, “The.
Concentrix
JULY 17, 2019
Learn how to turn digital transformation hype into reality without jeopardizing your brand. The post Accelerate Your Digital Transformation appeared first on Concentrix.
Talkdesk
JULY 17, 2019
The longest road trip I’ve ever taken was an 11 hour trek from San Jose, California to Las Vegas, Nevada. Crossing the desert for a full day, tightly packed into a sedan did not make for a comfortable trip. I can definitely say that the allure of going to Las Vegas masked that discomfort as the drive home was much more agonizing than the drive there.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Bright Pattern
JULY 17, 2019
Klook is a start-up disrupting the travel industry. Now valued at over $1 billion and supported by some of the world’s largest investment firms, the company wanted to provide the most effortless and personal support to traveling customers regardless of channel, locations, device, or language.
CSM Magazine
JULY 17, 2019
As a local business, one of the hardest things to keep on top of is providing good customer service through a website. Ultimately, businesses lose clients because they can’t provide support or pre-sales answers promptly. Customers quickly get bored of waiting and look elsewhere for their needs. If you’re looking to provide the best support to your customers through your website, it can be done by implementing the following steps.
Concentrix
JULY 17, 2019
Learn how engaging employees with customer feedback drives business success. The post The Power of Engagement appeared first on Concentrix.
5CA
JULY 17, 2019
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
TLC Associates
JULY 17, 2019
Cheap isn’t our idea of a virtue. If you’ve ever driven a low-cost lemon off a used car lot or bought a shoddy home appliance, you’re all too familiar with the reasons why. Yet when the stakes are even higher, i.e. a business searching for a contact center to represent their brand and increase their revenue, some still choose to jettison quality in favor of a lower cost.
Stratifyd
JULY 17, 2019
Estimated reading time: 2 minutes. As a growing startup deeply rooted into the city of Charlotte, NC, Stratifyd is committed to leveraging partnerships for benefit of the local tech community. Coming off a successful first financial quarter, the company has had the opportunity to join several organizations. Stratifyd CEO Derek Wang was named to the CBJ Leadership Trust and the NC Tech Board , groups that promote technology, entrepreneurship, and education throughout the Charlotte area.
Quadient
JULY 17, 2019
I get it. It’s summer. You’re busy. You don’t want to write that CCM RFP. Don’t.
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