ChaseData
DECEMBER 30, 2019
It seems that everywhere you look these days, artificial intelligence is enhancing the way we go about our everyday lives. Our phones and tablets talk back to us, and devices in our homes help us do everything from remembering to turn out the lights to starting the oven for dinner or adjusting the shower’s water temperature. It is a truly technology-driven world!
SharpenCX
DECEMBER 30, 2019
Each year, customer expectations grow yet budgets stay flat. Customers want more ways to connect with your company; better, faster, and now. You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Turns out, much of that happiness comes from the service you deliver.
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Unymira
DECEMBER 30, 2019
There's a lot going on in the customer service world. New technology, rapidly changing customer expectations and an increasingly competitive environment means staying on top of change is critical to today's companies.
CSM Magazine
DECEMBER 30, 2019
Customer returns can be a huge burden on businesses, especially around peak shopping seasons. More and more consumers are expecting frictionless returns with businesses, while businesses are looking to save time, money and their reputation by making the returns process simple. What’s more, having a poor returns policy or returns management process could pose a serious risk to your business’ reputation.
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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.
ShepHyken
DECEMBER 30, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Using Social Media to Connect with Your Most Loyal Customers by Michael A. StankoBlanca Isabel Hernández OrtegaFrancisco-Jose Molina-CastilloRishika RishikaJosé Franco.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Certified Languages International
DECEMBER 30, 2019
This post was written by Marisol Varela, lead QA specialist and certified Spanish interpreter at Certified Languages International. As a person who identifies with the pronouns she/her, I’ve never had to stop and think about the gender binary, or why our pronouns and the ways we use them matter. Lately, however, we have been experiencing an evolution of language use with the visibility that social media brings to language and language justice.
OrecX
DECEMBER 30, 2019
If your contact center or enterprise is like most others, you have call recording software in place to capture your customer interactions for compliance, customer service and dispute resolution purposes. Like most, you also likely have some common issues from time to time which require troubleshooting, such as: Past call recordings were not saved. Can't listen to recordings offline.
Sampson Lee
DECEMBER 30, 2019
In my previous article, Ryanair: Achieve Customer Success with One-ply Toilet Paper, I stated the three limitations of customer-centricity and promised to provide a better option in the context of business strategy. In this article, I will feature the recommended substitute: extreme experience. What is extreme experience? To put it succinctly, it means enlarging the […].
NICE inContact
DECEMBER 30, 2019
Sir Francis Bacon is credited with coining the phrase, “Knowledge is power.” If he were alive today, he’d make a great contact center consultant. He’d be touting about the increased knowledge your agents—and your business—gain when you integrate your contact center software with your customer relationship management (CRM).
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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
Customer Experience Matters
DECEMBER 30, 2019
As 2019 comes to an end, it’s time to think about what we’ll see next year. I collaborated with our XM Institute faculty (Aimee Lucas, Ben Granger, Isabelle Zdatny, and Moira Dorsey) to pull together a picture of where we think XM will be heading in 2020. As we looked across the different elements we were expecting to see, an overall theme for 2020 emerged… The Year Of Insightful Actions.
Russel Lolacher
DECEMBER 30, 2019
What are you doing right now? Regardless how busy you are, it’s always a great time to improve your organization – its culture, its people and its customers. Organizations and individuals start their year at different times, usually attached to a fiscal calendar or the beginning of January. A great opportunity to start fresh, evaluate the year before and lay out what’s ahead.
Talkdesk
DECEMBER 30, 2019
With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. In 2019 the adoption of AI made strides moving from an often confusing and amorphous concept to real-world application in customer service.
Russel Lolacher
DECEMBER 30, 2019
Are you clear with how you’ll improve your organization next year? The year is 2020, and so should be your vision. It’s the end of the year and the start of a new decade, a great time to make some bigger resolutions than normal. I’d even argue to not call them resolutions, because we all know we won’t stick to those. No, it’s about being the kind of organization that continually improves leadership, employee engagement and customer service as part of their DNA.
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.
Unymira
DECEMBER 30, 2019
There's a lot going on in the customer service world. New technology, rapidly changing customer expectations and an increasingly competitive environment means staying on top of change is critical to today's companies.
Ameyo
DECEMBER 30, 2019
Call centers are an integral part of the customer service story. They have been instrumental in helping businesses manage their customer support and thus, impacting their retention and brand loyalty. However, more often than not, call centres have had a notorious image with numerous myths outlining their existence. Today, we will try and burst these … Refuting 7 Common Call Center Myths Read More » The post Refuting 7 Common Call Center Myths appeared first on Ameyo.
Hero Digital
DECEMBER 30, 2019
2019 has been a year of transformation for Hero Digital. We reimagined how we work, how we deliver for clients, and how we present ourselves to the world. We are working towards our goal of building beautiful experiences that have a positive impact on people’s lives and the businesses we serve. And now, I simply want to celebrate what we have achieved together.
Ameyo
DECEMBER 30, 2019
Call centers are an integral part of the customer service story. They have been instrumental in helping businesses manage their customer support and thus, impacting their retention and brand loyalty. However, more often than not, call centres have had a notorious image with numerous myths outlining their existence. Today, we will try and burst these … Refuting 7 Common Call Center Myths Read More » The post Refuting 7 Common Call Center Myths appeared first on Ameyo.
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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.
Customercount
DECEMBER 30, 2019
The deadline for nominations for the CustomerCount Customer Engagement Professional (CEP) Resort Trades Award (CEP) has been extended to January 15, 2020. Continue reading → The post CEP Award nominations deadline extended appeared first on CustomerCount.
NUSO
DECEMBER 30, 2019
Welcome back! In our previous post , we started to recap our best industry events of 2019.
bold360 Blog
DECEMBER 30, 2019
Subscribe via iTunes , Spotify and more. Authentication used to be an easy process. It all started with the king. The king would require a wax seal around any form of parchment or communication that was produced, verifying that it was actually coming from the person that it was supposed to be coming from. If it wasn’t sealed with the king’s seal, it wasn’t legitimate communication.
Myra Golden Media
DECEMBER 30, 2019
Some people use bait tactics to try to get what they want. They’ll say something just to get you to react. They’re trying to take your power so that they’re in control. A lot of the time, when a customer uses profanity or yells, they’re baiting you. If they can throw you off, get you emotional, or frustrate you, then they have the upper hand. They want you upset.
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!
bold360 Blog
DECEMBER 30, 2019
A few months ago, I began working in the customer experience (CX) technologies space, where chatbots play a huge component. Coming into this area I had many preconceived notions about chatbots – some (admittedly) wrong and some right. Starting as an AI self-proclaimed “novice”, I’ve come a long way. I have put together my top three lessons learned when it comes to chatbots and AI’s influence on the customer experience space. 1.
Nexmo
DECEMBER 30, 2019
Building speech to text transcription services has never been easier. In this demo you will be building an extremely simple, yet powerful, real-time transcription service in ASP.NET using Nexmo’s.NET SDK and Microsoft Azure’s Speech SDK. Prerequisites. Visual Studio 2019 version 16.3 or higher. A Nexmo account Sign up here. An Azure Account.
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