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.”

Frost & Sullivan Names MindTouch a Company to Watch


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.

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.

Improve Employee Performance in Your Call Center with Effective Training and Resources

Monet Software

If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

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


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

More Trending

How to Shortlist Potential Contact Center Partners


Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite.

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.

One Day, Two Events - Talkdesk and Zoom

Jon Arnold

In this part of the world - San Francisco/Bay Area - attending industry events can be a full-time job for tech analysts. I don’t quite travel in those circles, but this is one of those weeks. I actually had three events to attend this week out here, but could only - barely - manage two.

Why QA and Performance Management Aren't Enough Anymore


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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

SMEs: Do they Need MarTech or What?


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

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


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


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.

Simple. Integrated. Powerful. FreshGrade’s gradebook has arrived.


You asked and we listened. Over the past 6-years, we have been compiling all of your feedback in order to build you the most powerful gradebook yet! We have an all-new more powerful than ever gradebook that empowers teachers to assess their way.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Manage Calls Efficiently With Zapier Slack Notifications


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.

How to write a great CEP nomination


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.


Isn’t it time to remove manual authentication processes?


In today’s fast-paced telephone customer environment, doing things the old way can be detrimental to the efficiency of your call center. Outdated processes are slow, disruptive, and not as reliable as modern technology. Knowing this, why would any organization stick with a process that is clearly past its time? The answer may be as simple as: it’s all they know. For today’s contact center managers, that’s no excuse. Just because something is familiar doesn’t mean we stick with it.

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 Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

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.

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.

5 Reasons Not to Outsource Your Customer Service


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? .

Interactions Celebrates 15 Years


“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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


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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Designing Extraordinary Experiences: Filling the Gaps with Intelligent Automation


In the evolving e-commerce market, consumers have just as much power as brands, if not more. As a result, the demand for intelligent, user-friendly customer experience (CX) has only increased, with no signs of it slowing down. In a highly competitive market, traditional methods will no longer cut it.

Top 5 Most Used JivoChat Features


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


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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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

TRMA Telecommunications Risk Management Association – A team huddle for telcos


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 Customer Service Still Needs Improvement

Ann Michaels and Associates

Measure Your Customer Experience. In a world where one day you’re in and the next day you’re out, you would expect companies to be doing everything they can to attract new customers and retain those who are loyal.

Talk to me: UC, UCaaS, CPaaS, CCaaS


Like many things linked to technology, the communications landscape is constantly evolving. Once upon a time, the major modes of communication were generally bundled into a state institution providing postal, telegraph, and telephone services.

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