Contact Center Pipeline
FEBRUARY 19, 2019
The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.” I get it, having run brick-and-mortar call centers […].
Aspect
FEBRUARY 19, 2019
As advanced technologies with machine learning capabilities become more and more commonplace and the general public become more accustomed to interacting with these types of technologies and virtual assistants – such as Amazon Alexa and Google home – more organisations are looking at how they can incorporate these innovations into the customer service function.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Monet Software
FEBRUARY 19, 2019
We often say that contact centers are on the front line of customer service. They are also on the front line of protecting each customer’s personal and financial information. That security challenge is becoming more critical as hackers and scammers become more sophisticated. One article we found reports that incidents of fraud at contact centers rose more than 100% in 2017 over the previous year.
Beyond Philosophy
FEBRUARY 19, 2019
Organizations cannot afford to be operationally driven. A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience.
Advertisement
Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
ShepHyken
FEBRUARY 19, 2019
Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke. They discuss common rating systems implemented by many companies, the faults and flaws of these systems, and ways to improve the feedback process overall. In Shep’s Opening Monologue… He talks about the best ways to handle negative online reviews.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
FEBRUARY 19, 2019
As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices.
Eptica
FEBRUARY 19, 2019
Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Published on: February 20, 2019. Author: Guest author: Shep Hyken Do your customers trust you? How do you even know if they do, and why is it important? On a very basic level, people want to do business with other people that they know, like and trust.
Nexmo
FEBRUARY 19, 2019
Introduction In a previous tutorial, we showed you how to Receive a Phone Call with Java and respond using text to speech. We can also allow users to leave a message and then retrieve that recorded message. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t […]. The post Record a Phone Message with Java appeared first on Nexmo.
Taylor Reach Group
FEBRUARY 19, 2019
Are You Listening to the Canaries in Your Customer Experience Coal Mine? By: Colin Taylor. The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. Despite of numerous warnings most organizations don’t change, but rather convince themselves that ‘friction-less’ service is too difficult, expensive or just simply isn’t needed.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Toister Performance Solutions
FEBRUARY 19, 2019
I had just crawled into bed, exhausted after a long day. My four-month-old puppy tried to get comfortable in her crate next to me. She was still getting used to her new home and was full of pent-up energy. The torrential rain we'd experienced that day didn't help and she had worn me out. Plop. A drop of water landed on my shoulder. I looked up and saw a patch of ceiling above me was soaked through.
Noble Systems
FEBRUARY 19, 2019
Successful relationships between businesses and customers are built on communication and understanding. The language of persuasion, satisfaction, or resolution has a long history, but it has traditionally been more of an art than a science. Styles and vocabularies vary widely between industries – many fields develop unique libraries of catch-phrases and template statements.
SharpenCX
FEBRUARY 19, 2019
Customers who have a positive emotional experience are 6x more likely to purchase from your company again. And, they’re 12x more likely to recommend you to their network. That’s why building conversational customer relationships is so important for your agents. Read More. The post 6 Tips to More Conversational Customer Relationships appeared first on Sharpen Contact Center Software.
Concentrix
FEBRUARY 19, 2019
The post Concentrix Makes IAOP Best of Global Outsourcing 100 List appeared first on Concentrix.
Advertisement
The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Inbenta
FEBRUARY 19, 2019
What is a chatbot? A chatbot is a computer application that aims to simulate human conversation. Typically, a chatbot takes on the appearance of a messaging-type interface similar to those you see on Facebook Messenger or Whatsapp. At Inbenta, our chatbots benefit from proprietary and patented natural language processing technology. Natural language processing, or NLP, gives a machine the ability to process human language and understand the meaning of sentences or queries, all while taking into
Monet Software
FEBRUARY 19, 2019
Does your contact center offer messaging as an option? If not, it most likely will very soon. Look around anywhere and you’ll see dozens of people messaging rather than calling on their smartphones. It’s still used primarily as a way to communicate with family and friends, but that is now extending to communication between consumers and companies. In fact, among millennials just 12% prefer making a phone call to using a messaging app.
Working Solutions
FEBRUARY 19, 2019
Delivering a superior customer experience (CX) in an era when customers are savvier than ever, and the number of communications channels increasing seemingly overnight, is no easy task. And compounding this challenge is the fact that, today more than ever before, customers are demanding fast and satisfying access to information and responses to inquiries.
Monet Software
FEBRUARY 19, 2019
February means Valentine’s Day, and romance is in the air. What could possibly be more romantic than a contact center? Okay, forget we asked. But love can bloom here as well, and when it does it’s good for business. If you want customers to fall in love with your contact center, try these tips instead of sending flowers. Answer the Phone Quickly Nothing brings out feelings of joy faster in customers than a call that is answered promptly, without minutes of ‘on-hold’ music and messages, or a long
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.
InTheChat
FEBRUARY 19, 2019
Recently, I had a frustrating customer service experience that is still, sadly, all-too-common. Last year, I bought a couple of pairs of pants from a brand that I had known to be very reliable and durable when I. The post Why are companies still ignoring complaints on social media? appeared first on InTheChat.
Monet Software
FEBRUARY 19, 2019
When contact centers add Monet WFM, the result is a more efficient operation. Benefits include accurate forecasts, better schedules, monitoring of adherence in real time, intraday management, and easier exception handling. But as you make the transition, you may find some issues that must be addressed to maximize the positive impact of this technology.
FluentStream
FEBRUARY 19, 2019
Shopping for a new phone system can seem daunting, and while salespeople are always friendly, it's important to remember they aren’t necessarily your friends. Finding a phone. Read More. The post 3 Questions You Need to Ask When Shopping for a Business Phone System appeared first on FluentStream.
Chip Bell
FEBRUARY 19, 2019
The Pirate’s House is a restaurant in the edge of Savannah, GA that started as a tavern in 1753. In fact, the building housing the restaurant is the oldest standing building in Georgia. Locals will tell you that Captain Flint…you remember him in Robert Lewis Stevenson’s Treasure Island …died in the bedroom upstairs and his ghost still haunts the restaurant at night.
Advertisement
A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
ConvergeOne
FEBRUARY 19, 2019
In the first part of this blog series , we shared the importance of taking a step back and ensuring that your cybersecurity program addresses the basics before moving forward with “shiny new objects” like advanced analytics and machine learning. In this part, we will share some tips to help you build that strong foundation for your cybersecurity program.
Monet Software
FEBRUARY 19, 2019
Business doesn’t stand still. So the techniques we use to measure our success in business must keep evolving as well. “Performance management” is something of a catch-all term that incorporates a wide range of management aspects, from planning to developing agent skills, to evaluating performance based on metrics and making adjustments accordingly. It’s an essential process, and it can be a difficult one without software that tracks and analyzes the performance levels of your contact center team
NICE inContact
FEBRUARY 19, 2019
As we enter a new year of growth and opportunities, don’t miss the chance to be part of the excitement at NICE inContact’s flagship customer conference in London by sharing your experiences and insights with industry peers. As a speaker at Interactions EMEA 2019 , which boasts a compelling agenda featuring five user group tracks with over 25 highly attended breakout sessions, you’ll have the opportunity to share your story and enhance the knowledge and skills of your industry peers and to
Noble Systems
FEBRUARY 19, 2019
Successful relationships between businesses and customers are built on communication and understanding. The language of persuasion, satisfaction, or resolution has a long history, but it has traditionally been more of an art than a science. Styles and vocabularies vary widely between industries – many fields develop unique libraries of catch-phrases and template statements.
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
EPIC Connections
FEBRUARY 19, 2019
Delivering results within the corporate structure is primarily driven by meeting customers’ needs and reducing operating costs. This has kept the top three concerns of contact center executives fairly consistent over time. However, as technology advances, the methods to solve these challenges keep changing. While there is no “one size fits all” solution, the key to successfully delivering results for all three concerns requires expertly combining people, processes and technology to solve these t
Strikedeck
FEBRUARY 19, 2019
Brian shares five quick tips with real examples to ensure that the Customer Experience never breaks down.
Playvox
FEBRUARY 19, 2019
You’ve hired quality assurance analysts to help your agents improve their customer service. You’ve introduced them to the team, incorporated them into your everyday processes and eagerly await the fruits of their labor.
Expert insights. Personalized for you.
153 
Let's personalize your content