CX Global Media

NOVEMBER 13, 2018

The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways.

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Contact Center Pipeline

NOVEMBER 13, 2018

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive? Is it a consistent experience across departments? Remaining competitive means offering a great […].

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Contact Center Customer Experience Call Center 133

DMG Consulting

NOVEMBER 13, 2018

Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. How does this work? Answer: Answer: Artificial intelligence (AI) is a branch of computer science focused on the development of computer programs and machines to solve complex problems by simulating behaviors associated with intelligent beings.

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contact center solutions Contact Center Big data Virtual Agent 69

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards.

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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

NOVEMBER 13, 2018

Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways: We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter.

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Technology Customer Service Employee engagement Management 230

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? Well, look no further: You’ve come to the right place. Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value. We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships.

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TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. However, when the chatbot’s ability to interpret the customer’s phrases, nuances and complex reality is compromised, this limits the chatbot’s ability to help the customer solve the problem. With the growing demand for an excellent customer experience, customer service centers need innovative solutions to help their chatbots perform better in

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Upstream Works

NOVEMBER 13, 2018

When it comes to evaluating the Customer Experience (CX), the contact center is in the unique position of being able to accurately represent what a customer actually did and the service they received. It’s not an opinion poll; rather it is hard data on measurable criteria: how long did they wait? how many times were they transferred? how many interactions have they had with agents this week?

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Concentrix

NOVEMBER 13, 2018

Work for Client Nets Best Use of Technology in Customer Engagement London, UK – Concentrix won an award at the 2018 Engage Awards Gala in London. The post Engage Awards Recognize Concentrix appeared first on Concentrix.

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Technology 82

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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

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NICE inContact

NOVEMBER 13, 2018

There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? Time. Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business.

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Avoxi

NOVEMBER 13, 2018

In the world of customer service, says bestselling customer service author and acclaimed speaker Shep Hyken, only one statistic matters: Does the customer come back. “Customer loyalty is not about a lifetime,” he notes. “It’s about the next time…Every time!” I caught up with Shep recently to chat about customers, service, and the communications industry.… The post Shep Hyken on Customer Service: 4 Trends Your Business Can’t Ignore appeared first on AVOXI.

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Customer Service 76

DMG Consulting

NOVEMBER 13, 2018

It’s Time to Replace Traditional QA. Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback. The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement.

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Analytics Contact Center Quality management Construction 76

Aspect

NOVEMBER 13, 2018

The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions. The growth and popularity of crowd-sourced customer review and recommendations sites such as Yelp and TripAdvisor are where consumers go for authentic, unbiased, user-driven information about products and services they are thinking about purchasing.

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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!

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Talkdesk

NOVEMBER 13, 2018

From spectacular speakers to groundbreaking announcements, Opentalk18 was a conference to remember. If you couldn’t make it to our third annual event, or simply want to relive the fun, read on for our top 15 magical moments from Opentalk18. Announcements – Our Talkdesk keynote featured several exciting announcements and the news of seven (count ‘em–SEVEN) new products.

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Entertainment Benchmark Self service Contact Center 78

ijgolding

NOVEMBER 13, 2018

In the ‘Customers 2020 Progress Report’ ( Walker ), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure.

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B2B B2C Automotive Finance 74

Toister Performance Solutions

NOVEMBER 13, 2018

In 2014, activist investor Starboard Value identified a cost savings opportunity of $216 million at Darden Restaurants. The restaurant operator owns such iconic brands as The Capital Grille, Yard House, and Olive Garden. Starboard's management felt Darden was underperforming. One of the more interesting conclusions in Starboard's analysis was that Olive Garden wasted $5 million annually on breadsticks.

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Aria Solutions

NOVEMBER 13, 2018

It’s an exciting time to be in IT these days! Digital transformation is gaining in popularity, one element being the move of IT infrastructure to the cloud. Many different platforms that are available today provide a lot of opportunities to build exciting functionality through custom development and platform integrations. On top of that, companies are looking for more options to provide their customers with self-service opportunities, either through customer portals or through bots using t

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Engineering Best practices CRM APIs 67

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

Journey mapping

Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers.

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ConvergeOne

NOVEMBER 13, 2018

For years, I have been asked about the death of voicemail. It started at the end of 2014 with Coca-Cola’s announcement that it was disconnecting voicemail , which was followed by similar announcements from companies like JPMorgan Chase. What ended up happening in most cases? The companies didn’t actually completely get rid of voicemail, but they did experiment with eliminating it for certain users or groups of users.

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Plantronics

NOVEMBER 13, 2018

I hear it all the time when talking to partners, colleagues, and customers. In our always-on connected world, the marketplace for retaining and attracting consumers is fiercely competitive. Competitive prices and premium products are no longer sufficient enough to maintain customers. According to a recent in-depth Frost & Sullivan survey, 80% of customers base their … Continue reading Redefining Customer Experience in the Digital Age » The post Redefining Customer Experience in th

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SharpenCX

NOVEMBER 13, 2018

Customers expect every interaction to be the best experience they’ll have with your company. The challenge is, though, that despite being a priority, most companies are failing at providing that incredible experience. In fact, a slim 8 percent of customers. Read More. The post See Sharpen’s Agent-First Platform in Action [CRMXchange Demo] appeared first on Sharpen Contact Center Software.

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Contact center software Contact Center 59

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Chip Bell

NOVEMBER 13, 2018

Audubon Magazine features annually their photography awards. This is the magazine of the National Audubon Society, the oldest conservation organization in the world for the protection of birds. Their 2018 grand prize winner was Steve Mattheis who made an amazing photo of a Great Gray Owl in Wyoming with a Nikon D850 camera. The story behind how he made the shot was fascinating.

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Transportation Customer Service 64

Inbenta

NOVEMBER 13, 2018

Each year during the holidays, online shoppers all but break the internet. In 2017, online shopping sales set a record high of of $108 billion. This poses a challenge for online retailers, not only in handling the mass influx of customer support inquiries, but with support resourcing and online security. With a good support strategy, online retailers can divert most of these challenges to self-service; however, there are a few precautionary measures to take in advance in order to ensure the smoo

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Customer Service Self service Chatbots Customer Support 60

Relay Blog

NOVEMBER 13, 2018

The robots are coming – and they’re raising the bar for customer support experiences. The. The post Customer Support Automation Statistics – 16 Facts, Figures, and Trends to Watch appeared first on Relay.

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Cyara

NOVEMBER 13, 2018

I was able to attend DOES 2018 , the largest DevOps-focused conference in the world, in Las Vegas last month. There were many great presentations and I came away with a lot of new insights. In this post I’d like to share some of those key insights. My number one takeaway is that the main sticking point for DevOps adoption is not legacy technology, it's legacy thinking.

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Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

Cisco - Contact Center

NOVEMBER 13, 2018

To help customers like you and me, 1-800 Contacts has recently started using Apple Business Chat - a new way for users to communicate directly with businesses using the Messages app on iPhone and iPad.

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Jon Arnold

NOVEMBER 13, 2018

The main contributions I make to BCStrategies are monthly thought leadership pieces, and participating on podcasts when the stars line up. While this content reflects our ongoing insights into the collaboration space, we also produce sponsored content from time to time. This particular post is part of a series sponsored by AT&T , and while it went through extensive review at their end, the focus has remained entirely vendor/carrier neutral.

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Feedback 53

Aria Solutions

NOVEMBER 13, 2018

It’s an exciting time to be in IT these days! Digital transformation is gaining in popularity, one element being the move of IT infrastructure to the cloud. Many different platforms that are available today provide a lot of opportunities to build exciting functionality through custom development and platform integrations. On top of that, companies are looking for more options to provide their customers with self-service opportunities, either through customer portals or through bots using t

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