CX Global Media
SEPTEMBER 14, 2017
The rate of change in contact centers is accelerating. Fueled by the worldwide proliferation of mobile devices, more interactions are pointed to your contact center than ever before. To survive, you must learn about chatbot best practices in contact centers NOW. “You must learn about chatbot best practices in contact centers NOW.” Click to Tweet.
Contact Center Pipeline
SEPTEMBER 14, 2017
Sennheiser has been in the business of creating high-performance audio for more than 70 years, and is one of the world’s leading manufacturers of headphones, microphones, audioconferencing solutions, and wireless transmission systems. The company has created a line of premium headsets and audioconferencing systems that utilize technologies originally researched and developed for devices such as […].
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Call Center Weekly
SEPTEMBER 14, 2017
By Sean Hawkins There's no getting around it ! Support teams dislike the QA team! This seems to be problem particularly when someone received a score that is lower than they expected. Depending on the number of agents, and the number of interactions reviewed each week or month, this can be quite difficult to manage. I am constantly reminding everyone how important the QA team is to the contact center's success.
The Center for Client Retention
SEPTEMBER 14, 2017
This week, our CX Beat rounds up some interesting customer service articles all focusing on how different industries are experimenting with customer experience investment and how important that investment is in order to remain competitive in today’s challenging business landscape. From one company that is investing in the latest technology to test customer experience, to an industry that should be prioritizing customer experience and frankly isn’t, these articles provide a good look
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Fonolo
SEPTEMBER 14, 2017
Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. But when unpredictable events occur, even the best in the industry need a helping hand.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
SEPTEMBER 14, 2017
Today we hosted a webinar on Customer Health with our customer, iPerceptions. There has been a TON of interest in this topic which is why we’re calling it Part 1 of our Customer Health series. For those of you who couldn’t attend today’s webinar but have an interest, catch the highlights below the link to the recording! What is a Customer Health Model?
Toister Performance Solutions
SEPTEMBER 14, 2017
You may be tempted to survey employees to ask about their training needs. Don't. Asking employees what training they need is like asking young kids what they want for dinner. An enthusiastic answer doesn't mean that's what they need. I once worked with a payroll department that was struggling to serve its internal customers. They frequently couldn't process payroll on time and made many errors.
Amity
SEPTEMBER 14, 2017
We've made some exciting updates on the Amity platform. Take a look below to find out what new features and product enhancements just came out! Account Views. Amity’s newest updates include a powered-up version of the views engine. For each view, filter your accounts and keep it concise by selecting which columns to display. When creating the view, select an original sort order and favorite the view to always display it at the top of the side panel.
Clarabridge
SEPTEMBER 14, 2017
By: Barbara Hoffman, Product Marketing, Clarabridge. Henry Ford once said “It is not the employer who pays the wages, employers only handle the money. It is the customer who pays the wages.”. When you focus on the customers, they certainly do pay wages. In fact, customer-centric companies are 60% more profitable compared to companies not focused on customers.
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.
HelpCrunch
SEPTEMBER 14, 2017
In the first part of the article, we explored 5 things that people expect from a modern online shop. Time to dive deeper and get even more useful tips. So what else do customers want [ … ]. The post Modern shoppers want more: key customer expectations from your online store (Part II) appeared first on HelpCrunch blog.
Revation Systems
SEPTEMBER 14, 2017
Is your contact center concerned about the increasing need to satisfy growing consumer demand for seamless, omni-channel communications? Searching for ways to improve agent productivity and transform your customer service? Search no more! Join Revation Systems , along with leading contact center professionals seeking solutions to today’s challenges, at the ICMI Contact Center Demo Conference on September 25-27 at the Mandalay Bay North Convention Center in Las Vegas, NV.
Amity
SEPTEMBER 14, 2017
What's new on the Amity platform ? Take a look below for a detailed rundown of Amity's newest features and product improvements. Account View Improvements. Pre-Select Columns in Views. When you add or edit a view, you can now control which columns are displayed when the view is selected. To select a column, drag the column name from the Available list and drop in the Selected list.
8x8
SEPTEMBER 14, 2017
For retailers, clear communications between customers, employees and suppliers is critical for increasing business productivity and accelerating revenue growth. Town Fair Tire , a New England-based tire business with 1,800 employees and over 95 stores across six states, values the long-standing relationships it has developed with both consumers and wholesale customers such as auto dealerships, repair shops and other outlets.
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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.
Amity
SEPTEMBER 14, 2017
What's new on the Amity platform ? Take a look below for a detailed rundown of Amity's newest features and product improvements. Account View Improvements. Pre-Select Columns in Views. When you add or edit a view, you can now control which columns are displayed when the view is selected. To select a column, drag the column name from the Available list and drop in the Selected list.
CX Journey
SEPTEMBER 14, 2017
Journey maps are a catalyst for change. But only when done right! You've heard me say that before, and it's the truth. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. What are they doing wrong? I address this question - and many more - in my session for GMC Software's (now Quadient's) second CX Transformation Day.
Provide Support
SEPTEMBER 14, 2017
FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves.
Talkdesk
SEPTEMBER 14, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Fireside Chat with Doordash and TechCrunch. Session Host / Moderator: Josh Constine, Editor-At-Large, TechCrunch.
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!
Influitive
SEPTEMBER 14, 2017
At the heart of every successful advocacy program is a single marketer—a forward-thinker, a trailblazer, an innovator—who recognized the power of advocate marketing and ran with it. It takes a special kind of marketing professional to plan, execute, and measure the success of an advocacy marketing program—especially since they also must continually demonstrate to their.
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