Wed.Jul 17, 2019

Get Over It and Move On

ShepHyken

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!

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

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.

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Making AI Work in the Contact Center

Contact Center Pipeline

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives.

Robocalls’ Impact on the Digital Contact Center

Taylor Reach Group

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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Hotel Industry Changing Customer Service Patterns with Rise of Technology

Fonolo

Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines.

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Indie Campers Drives Improved Customer Experience with Talkdesk and Salesforce

Talkdesk

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.

Get to the Benefits of Amazon Connect Faster with Cyara Accelerator

Cyara

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.

[Webinar] Measuring Customer Effort: How to stop relying on post-call surveys and start listening for it instead

Tethr

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.

Give your real estate business an edge with SMS Bot

JustCall

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

How Outsourced Call Centers Make Use of AI-Powered Virtual Agents

Advantage Communications

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. Artificial Intelligence

Why does Brand Perception Matter?

Ansafone

Brand perception is crucial to the success of a business because it sets the tone for future progress. In today’s dynamic world, consumers share their experiences with peers and friends. These experiences are reflected across social media channels and the whole world via the internet.

Best Call Management Software (2019)

Avoxi

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.

See the Future of CX: How to Listen, Interpret, Act, and Monitor Like a Leader

ForeSee

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. CX Best Practices CX Strategy ROI of CX

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

3 Ways Your Customers Can Help Your Company Turn Around a Failing Product

ClientSuccess

In the world of SaaS products, fine-tuning is a near constant endeavor. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up shop.

Getting the Most from Aspect Via, Unified IP, and Advanced List Management? Meet the Coach and Find Out

Aspect

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” ” .

Bright Pattern Customer and Innovative “Unicorn” Wins Excellence in Customer Experience Award

Bright Pattern

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

Empowering agility through AI-based Voice of the Customer programs

Eptica

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Growing the Tech Community in Our Backyard

Stratifyd

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.

How to Handle Online Customer Queries Efficiently

CSM Magazine

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.

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Best Practices: Engaging Remote Contact Center Agents

5CA

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. Customer Support Work From Home

Going Mobile: Building a Remote Workforce

NICE inContact

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.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

New Podcast with 8x8 - How Collaboration is Transforming Business

Jon Arnold

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.

Impact of Customer Experience on Churn and Retention

Call Experts

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.

Roper St. Francis Healthcare Improves Patient Experience through Real-Time Data

Revation Systems

The Challenge. R oper St. Francis Healthcare, located in Charleston, South Carolina, cares for Lowcountry families along the South Carolina coast with a mission of healing all people with compassion, faith and excellence.

Accelerate Your Digital Transformation

Concentrix

Learn how to turn digital transformation hype into reality without jeopardizing your brand. The post Accelerate Your Digital Transformation appeared first on Concentrix. Thought Leadership Resources

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Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Best practices: engaging remote contact center agents

5CA

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

Virtual Assistant Technology: Understanding how to begin your digital transformation journey

Concentrix

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.

Tired of Low-Cost Offshore Vendors? It’s Time to Try a Nearshore Contact Center

TLC Associates

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.