Callminer
NOVEMBER 6, 2018
If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear keen to move on to their next meeting rather than listen to you, then you’re unlikely to want to invest in that relationship. This is the same reaction that customers will have after a bad experience with your call center.
ShepHyken
NOVEMBER 6, 2018
Creating A Customer Experience Initiative. Owning Your Customer Service Initiative From the Top Down. Shep Hyken sits down with Christa Heibel to discuss the role the c-suite level plays in creating a CX strategy, how to keep track of your omnichannel presence, and how to measure and improve your customer experience strategy. Top Takeaways: Christa says she has yet to find a successful customer service initiative that didn’t involve the C-suite level.
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bold360 Blog
NOVEMBER 6, 2018
Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? It’s at the point of conversion that most companies turn their focus to their next objective: landing another customer.
CX Global Media
NOVEMBER 6, 2018
Virtual Boot Camps provide a hands-on and action-based way for contact supervisor training to be more engaging and fun for the learner – and significantly more affordable than any other boot camp method. As the only provider of virtual boot camps in the industry Call Center Coach is disrupting the old call center school thinking. “Nobody Wants to Sit in Your Classroom”.
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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.
TechSee
NOVEMBER 6, 2018
What is augmented reality remote assistance? Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians. . The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily view or control a computer or a mobile device over a network or the Internet in order to help solve software issues.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
NOVEMBER 6, 2018
Everyone involved in customer service wants to understand consumer channel preference. Otherwise, how can you allocate resources between phone, email, chat, SMS messaging and social channels? So, we’re all involved in a little anthropology project. In my best David Attenborough voice: “Let’s observe this 35 year-old male as he wishes to find out why his order is late.”.
Etech GS
NOVEMBER 6, 2018
No matter what technological advances may bring, a company’s employees remain the essential component of its success. At Etech, the following character commitments promote an employee-focused servant leadership approach. Adaptability. When faced with new situations, company leaders often make two major types of mistakes. While some steadfastly refuse to accommodate any changes, others get carried away and completely throw out older approaches.
aircall
NOVEMBER 6, 2018
Gifts Your Support Reps Really Want. Even though eCommerce customer service representatives are safe from the threat of shopping mall stampedes this holiday season, they still have to prepare for a period of record-breaking sales and support inquiries. And right at the top of their professional wishlist are customers who: Understand how your product works.
Contact Center Geek
NOVEMBER 6, 2018
This article originally appeared on ICMI.com. The end of the calendar year often brings with it the inexorable look into the crystal ball. It seems everywhere you look there is someone touting that they know what the future holds. So, as many of us are starting to look ahead to 2019 and beyond, especially since we likely already finalized our budgets and plans for next year, I thought I would add my bold predictions.
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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
Avoxi
NOVEMBER 6, 2018
Request Demo Talk to a Specialist Contact Us The digital age has transformed the way businesses view their marketing strategies. Although inbound marketing continues to grow in popularity, outbound campaigns remain an effective sales tactic used by many businesses around the world. In this post, we share our top tips for running successful outbound calling campaigns to help drive revenue… The post Marketing Strategies for Contact Centers appeared first on AVOXI.
Toister Performance Solutions
NOVEMBER 6, 2018
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Okay, excuse the clickbait title. I imagine some readers are indignant. Enthusiastically indignant, if you will. "What do you mean enthusiasm is worthless?!
Avaya
NOVEMBER 6, 2018
I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center? And how can AI be practically leveraged in the contact center to achieve these customer and business outcomes.
NICE inContact
NOVEMBER 6, 2018
Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. Your need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.
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.
Guru
NOVEMBER 6, 2018
A strong foundation of core company values is crucial to building the right culture — and the right team. Anchoring your interview process in your company’s core values attracts the sort of hires who will not only complement your company’s vision, but help you achieve it.
Branch Mesenger
NOVEMBER 6, 2018
Is Amazon doubling down on HQ2? Monday evening, the New York Times reported that Seattle-based Amazon was nearing a deal to place it's oft-debated "HQ2" in not one city, but two: Crystal City (Virginia) and Long Island City, New York. An official statement has yet to come from either Amazon or the cities being mentioned this week, but we've curated a selection of articles we're reading that highlight the current state of the quest to bring Amazon's HQ2 to a new American city or region. ?
VHT
NOVEMBER 6, 2018
Improving ASA (average speed to answer) can have many positive impacts on your call center, and one method of improvement is through a callback system. ASA has a direct correlation to important call center metrics such as call abandonment rate, efficiency and customer satisfaction. By decreasing ASA, call centers can improve these metrics and create a better overall customer experience.
Branch Mesenger
NOVEMBER 6, 2018
Is Amazon doubling down on HQ2? Monday evening, the New York Times reported that Seattle-based Amazon was nearing a deal to place it's oft-debated "HQ2" in not one city, but two: Crystal City (Virginia) and Long Island City, New York. An official statement has yet to come from either Amazon or the cities being mentioned this week, but we've curated a selection of articles we're reading that highlight the current state of the quest to bring Amazon's HQ2 to a new American city or region. ?
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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
NOVEMBER 6, 2018
Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Ashton’s career has spanned over many years with well-known projects on screen and film, but his passion in technology, entrepreneurship and investing that has brought him notable recognition. He’s been named of TIME magazine’s “100 Most Influential People in the World,” as well as being honored by Vanity Fair ‘s New Establishment List, which identifies the top 50 of an innovative new
DigitalGenius Blog
NOVEMBER 6, 2018
DigitalGenius cares deeply about the security of our customer service automation platform , and about your data. We operate a highly secure platform that goes above and beyond all relevant legal, industry, and regulatory concerns.
Sabio
NOVEMBER 6, 2018
Earlier this month I read about how Ofcom, the UK telecoms regulator, has received a government grant to examine how blockchain technology could be applied to improve the way that our phone numbers are managed. And, unlike most of the blockchain stories I see, it actually came across as a potentially useful application.
Nuance
NOVEMBER 6, 2018
What is poor documentation? In general terms, it’s anything that prevents the clear presentation of information. It lacks clarity, accuracy or the specificity required to deliver data in either written or electronic form. For financial advisors, it also extends well beyond the documentation itself and can cause risk to their business – whether that risk […] The post Poor documentation is risky business for financial advisors appeared first on What’s next.
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!
ConvergeOne
NOVEMBER 6, 2018
Has your business undergone the transformation it needs to thrive in an increasingly mobile-driven world? Enacting a bring your own device (BYOD) policy and making your employees accessible anywhere, with any device, is a good start. According to a KPMG survey, 74% of executives who work for highly profitable companies say they have a mobile-enabled workforce.
Talkdesk
NOVEMBER 6, 2018
It’s the eve of Opentalk18 and the flurry of activity that’s happening in our San Francisco Talkdesk office is creating an electricity that you can feel in the air. Our leadership team is making the final preparations for the keynote address that’s happening tomorrow, many of our amazing customers are already onsite and in the midst of training, and our event team is completing the transformation of Pier 48.
TeamSupport
NOVEMBER 6, 2018
Starting this month, we're excited to launch our new webinar series in conjunction with the Association of Support Professionals (ASP). These won't be your standard, boring webinars! Instead, ASP is pairing TeamSupport's CEO, Robert Johnson, up with some of the most innovative and forward-thinking minds in the customer support industry. These webinars will delve into ground-breaking topics you want to know more about and will uncover great insights to help you improve your support operations.
Salmat
NOVEMBER 6, 2018
Don't miss out on the opportunity to use popular and compelling Letterbox Marketing due to a misinformed assumption that you can't prove the ROI of the channel.
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
LiveChat
NOVEMBER 6, 2018
Running a successful online business is never an easy task. Whether a business will succeed or not depends on numerous factors, some of which aren’t even in your control. Luckily, this means that there are factors that you can control and it means that choosing the best e-commerce platform is up to you. Attracting visitors and turning them into customers is one of the biggest challenges for e-commerce businesses , and one of the best ways to do it is to give your potential customers a quick and
Revation Systems
NOVEMBER 6, 2018
In today’s fast-paced digital society, innovations in technology are driving the ways that businesses interact with their customers. With the abundance of smart devices in the hands of consumers across the country, the amount of data that exists in the cloud is enormous — making the need for security more urgent than ever. Current State of Security.
Relay Blog
NOVEMBER 6, 2018
What is the single most crucial customer support metric? Well, there’s no definitive answer –. The post Support Metrics: A Visual Guide to Measuring Service Speed, Efficiency, and Effectiveness [INFOGRAPHIC] appeared first on Relay.
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