Thu.Oct 17, 2019

Voice in the Contact Center: The Heart of the Matter

Contact Center Pipeline

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.”

How to Run a Successful CX Program With Salesforce

GetFeedback

Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program. Guides

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Frost & Sullivan Names MindTouch a Company to Watch

Mindtouch

Driven by new technologies and shifting customer demands, the contact center market is growing. And with this growth has come a considerable proliferation of vendors. IVR software, workforce management, and knowledge management platforms come to mind, though there are plenty of others to consider.

What’s the Difference Between Brand Positioning and Brand Messaging?

Guru

So you’ve decided to become a marketer. Welcome to the club! Before you get your swag though, we have one simple request: explain the difference between brand positioning and messaging. product marketing

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

SMEs: Do they Need MarTech or What?

Nicereply

Managing marketing endeavors is no easy task, especially with an SME that aims to grow and become successful in due time.

More Trending

Top 5 Most Used JivoChat Features

JivoChat

JivoChat is one of the few omnichannel free live chat solutions available on the market. We specialize in small to mid-size businesses with industries ranging from e-commerce to customer service, hospitality, tech, and more.

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Manage Calls Efficiently With Zapier Slack Notifications

VirtualPBX

Want to make your call handling more efficient with real-time Zapier Slack notifications? This tutorial will show you how to easily configure Zapier to recognize when you have an incoming call on your VirtualPBX Phone Plan.

Flawless Brand Experience Throughout the Customer Journey

Noble Systems

Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless omnichannel experience. Also essential is a holistic view of the customer across all channels of engagement and ensuring that they are all interconnected.

How to write a great CEP nomination

Customercount

Writing a nomination for an award can be pretty daunting. WRAP partner Yuri Duncan gives us his take how to make the process easier for you while ensuring your employees appreciate your attention to detail.

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

How Businesses Can Create Incredible CX

NICE inContact

Consumers value choice. Whether it's candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers' demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies.

TRMA Telecommunications Risk Management Association – A team huddle for telcos

Nuance

Today’s telcos are facing unprecedented fraudulent attacks. Fraudsters are outpacing solutions and evolving their schemes daily. In this digital climate, carriers want to offer the most robust options for engagement, payment and potential sales, supporting a true omni-channel experience.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service Western Europe

NICE inContact

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.

TRMA Telecommunications Risk Management Association – A team huddle for telcos

Nuance

Today’s telcos are facing unprecedented fraudulent attacks. Fraudsters are outpacing solutions and evolving their schemes daily. In this digital climate, carriers want to offer the most robust options for engagement, payment and potential sales, supporting a true omni-channel experience.

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.

The Voice of the Customer is Asking for a Better Citizen Experience, is Your Agency Listening?

NICE inContact

For the private sector, customer service has served as the cornerstone of a well thought out marketing strategy.

Voice Broadcasting Software for Businesses A Powerful, Cost Effective and Easy to Use Revenue Tool

Hodusoft

Reaching out to target customers is easy with so many tools like cold calling, email, text, fax. Some get you immediate responses. Some are expensive. Some require support personnel for campaigns and add to the cost, such as in cold calling.

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How Businesses Can Create Incredible CX

NICE inContact

Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has been written about the growth of self-service technologies, like mobile apps and chatbots.

Why QA and Performance Management Aren't Enough Anymore

PlayVox

Contact center agents are on the front lines in terms of your business’s contact with your buyers. Their performance is paramount to attracting and retaining customers as well as generating revenue. None of this is a surprise.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

More Digital Channels Can Come with Pitfalls for Contact Centers, but Omnichannel Can Help

Serenova

When companies open new lines of communication for customers through digital channels, the goal is to increase convenience and improve customer experience (CX), but if not implemented thoughtfully, it can also create unintended frustration.

Bring the Power of Unified Customer Data to your Contact Center

LiveVox

What is a unified customer data platform and what does it mean to you? In order to bring data sources together, you need a system to unify them. In this article, we consider just a few of the capabilities that a unified customer data platform can provide.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. For contact center executives and IT professionals interested in moving.

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 – 2020 Contact Center Analytics Product and Market Report. 8/28/2019. Expanded coverage driven by demand for omni-channel and customer journey analytics. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Contact Center Analytics Product and Market Report. When: Today, 28 August 2019.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

5 Reasons Not to Outsource Your Customer Service

Solvvy

Skyrocketing sales are great for your bottom line—but sometimes aren’t so sweet for your customer support team, who are suddenly deluged with inquiries about whether your products are vegan or hypoallergenic, and by the way, is the red shoe pattern more of a ruby-red or a maroon shade, and when is that order arriving again? .

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report

DMG Consulting

DMG Consulting Releases 2019 Robotic Process Automation Product and Market Report. 10/3/2019. Extraordinary demand brings new opportunities for human capital in the age of AI. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Robotic Process Automation Product and Market Report. When: Today, 3 October 2019. Where: Available at the DMG Consulting online store.

Aspect apresenta ferramentas para a força de trabalho e Experiência do Consumidor CX no CMS 2019

Aspect

Aspect apresenta ferramentas para a força de trabalho e Experiência do Consumidor CX no CMS 2019. Em parceria com a Resolutte, gigante americana de software apresenta ferramenta para a indústria do atendimento ao consumidor e novas formas de colaboração, interação e networking.

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To All The Bosses I've Had Before

Contact Center Geek

Happy Boss’s Day Yesterday, October 16, was Boss’s Day. In honor of that, I’d like to thank some of the managers that helped me get where I am today. There are a great number of people that have helped me get where I am in my career.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.