Thu.Nov 28, 2019

Wishing All of Our Readers a Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving! Featured call center contact center

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

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Achieving better business outcomes with Call Journey and contactSPACE

Call Journey

Two of the top Australian-born contact centre solutions’ providers, Call Journey and contactSPACE, partner up to deliver advanced Conversation Analytics technology to help businesses develop a more holistic view of their company, mine actionable insights, and stay ahead of the curve.

Spearline Podcast | Episode 5: Assuring your customers with the highest Quality.

Spearline

In the newest episode of the Podcast series, Josh speaks with Quality Assurance Manager Patrick O’Connor, who tells us about his role and gives an insight into the importance of quality assurance in the customer’s journey.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

UPLIFTING SERVICE nominated for “Best Customer Service Development Program”

Up Your Service

For decades, we’ve been serving leaders and organizations all over the world helping them to Unleash Unbelievable! This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world.

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Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences

Up Your Service

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs.

Nemesysco Emotion Analysis Technology Improves Japan Call Center Operations

CSM Magazine

Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan.

Checking In: JetBlue and Gladly Partnership Improves Customer Service

Fonolo

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience.

9 Amazing Call Center Etiquette Tips Bringing Positive Customer Feedback

Dialer 360

Nowadays, customers seek for an interactive and skilled person on call for the problems that they can’t resolve by themselves. Mostly, customers prefer to talk with a cheerful professional who listens to them actively and handle the issue skillfully.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Why Businesses Turn Towards Customer Service Outsourcing

Vcaretec

Businesses in every industry need to provide an exceptional customer experience to potential and existing clients alike.

13 Call Center Innovation Ideas That Will Make Immediate Difference

Dialer 360

Every business needs perpetual up-gradation. So, the maxim that necessity is the mother of the invention becomes truer in case of business processes as well.

Full-featured IP PBX Software for Hospitality Industry Improves Collaboration and Guest Satisfaction

Hodusoft

Think of hospitality and what you see is a mix of services. You have hotels at the core with ancillary services like travel and catering plus support services required in the hotel on the one side.

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APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

By Philip Chuck, Territory General Manager, Greater China. This year the Hong Kong Call Centre Association (HKCCA) has been celebrating their 20th anniversary.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

Great Holiday Reads for the ‘Future Thinker’ on Your List

Quadient

The ‘Future Thinker’ is notorious for being open-minded and receptive to new ideas, even when those ideas go against conventional wisdom. . They do not find comfort in the status quo. . They look beyond the moment, rising above the here and now, to consider the big picture and formulate solutions that will change the landscape. For the Future Thinker seeking inspiration, here are three rich resources that should be on the top of their holiday reading list.

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