Bright Pattern

JANUARY 23, 2019

2019 Contact Center Trends Introduction: For the third year in a row, customer experience (CX) measures have remained flat. As Forrester notes, “…what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in an undifferentiated clump.” Similarly, a study by Bain and the father of the Net Promoter Score, Fred Reichheld, found that 80% of CEOs believe they offer a great customer experience but only 5% of their customers agree.

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DigitalGenius Blog

JANUARY 23, 2019

This is the first in a series of posts on the topic of empowering businesses to navigate the challenging and somewhat confusing world of AI. We want to help executives and buyers source, onboard and benefit from AI solutions that bring tangible results to their business.

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Myra Golden Media

JANUARY 23, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring.

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Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience.

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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

JANUARY 23, 2019

Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you.

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Callminer

JANUARY 23, 2019

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends taking shape in 2019.

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Contact Center Pipeline

JANUARY 23, 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. I’m going to highlight four key technology areas in this post. […].

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Nextiva

JANUARY 23, 2019

When it comes to careers in technology, the position of CIO is one of the highest positions you can hold. A CIO (also known as a Chief Information Officer), is the executive in charge of all things technology and the IT team. The CIO career path requires a significant amount of education, on-the-job training, and […]. The post Eyeing a CIO Role?

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OrecX

JANUARY 23, 2019

Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. This means that their supervisor, team leader or even senior managers can listen to their calls, and who likes that?

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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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Talkdesk

JANUARY 23, 2019

The fitness industry has changed. Historically, consumers had to go to a gym to work out, but in 2012 a new player came on the market to introduce new digital options. Peloton is using technology to reinvent fitness with their mission to bring fitness to anyone, anywhere, at any time. Customer service is the core of Peloton’s success. They work hard to ensure their members are always able to use their Peloton equipment the way they want to.

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Aspect

JANUARY 23, 2019

Disruption to traditional business models in recent years has meant that today’s consumers are more demanding than ever – they expect to able to access services instantly through intuitive apps and experience great service at the same time – and, why shouldn’t they? Technological advancements have made this landscape a reality so the struggle for many organisations now is what to implement.

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Fonolo

JANUARY 23, 2019

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. Plus, we already published a blog on “ 5 Intriguing Call Center Acquisitions from the First Half of 2018″, so there was no point in repeating some of the deals that were covered in that post.

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Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. However, as consumer and industry research shows, this is far from the truth – rather than declining, email usage is actually increasing with new channels simply supplementing, rather

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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.

Customer Experience

bold360 Blog

JANUARY 23, 2019

?. In all the hype of AI and the rush to get something “out the door”, companies are starting realize how poor AI and chatbot design can be detrimental to a business. Having “AI” isn’t good enough. Having a chatbot that can control conversations and solve problems all while keeping the user engaged and feeling great about the interaction is key. This is where Hans van Dam’s expertise comes in.

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SharpenCX

JANUARY 23, 2019

Your customers aren’t as happy as they can be. Even with new ways to delight customers popping up by the second, the customer service industry still can’t nail customer satisfaction. And we get why. As customers evolve and their attentions. Read More. The post The Top 9 Customer Service Tools Your Team Can Use to Improve Customer Satisfaction appeared first on Sharpen Contact Center Software.

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Amity

JANUARY 23, 2019

At some point during your career working for a SaaS business, you will unfortunately come across a situation where the client wants a financial compensation. The reasons for this can come from a number of places, but often come from failure in the technology that has caused financial stress to the client. Perhaps online advertising campaigns could not be launched, or a key feature of the software has been deprecated, or an API outage has created a mess and a huge backlog of work.

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NICE inContact

JANUARY 23, 2019

Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims. The contact center plays a critical role in supporting these efforts: approximately 55 Appriss agents handle more than 30,000 calls monthly, working 24 hours a day, seve

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Cloud contact Contact Center Schedule adherence Technology 54

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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.

Self service

ChaseData

JANUARY 23, 2019

Furloughed Employees: Talented Individuals and Perfect Potential Remote Call Center Agents. If you’ve seen the news in the last month or picked up a newspaper – even if you aren’t living in the United States – you’re probably aware that America’s government is in shutdown. Now the longest in American history , the government shutdown has impacted numerous professionals and their families.

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CSM Magazine

JANUARY 23, 2019

In 2018 it was predicted that voice would soon be dead and chatbots would be controlling the customer experience. However, this prediction missed one critical factor: the customer. With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. 1. Brands will start going back to basics. Artificial Intelligence (AI), chatbots and Robotic Process Automation (RPA) are the current vogue, with everyone wanting a piece of the new technologies.

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Guru

JANUARY 23, 2019

I’ve attended countless conferences, and while the attendees at most are lovely people I’d gladly make small talk over drinks with, I can usually count the really important professional relationships I’ve forged on one hand. We’ve all been there: you attend a conference, spend two days networking, and you naturally feel the pressure to meet lots of people in hopes of finding a few valuable new connections.

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Call Experts

JANUARY 23, 2019

Omnichannel is quickly becoming a fundamental concept for businesses. Many business owners, managers, and employees are not familiar with the basics and are missing out on countless opportunities. Retailers have lost millions. What is this process? Omnichannel processes utilize various platforms such as social media channels, email marketing, websites, and mobile experiences to communicate with your clients.

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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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Interactions

JANUARY 23, 2019

Communication Service Providers (CSPs) are at the bottom of customer care ratings every year. And it’s no secret why — customers are often very vocal about their displeasure. Combine this dissatisfaction with the fact that customers have more choice than ever when it comes to these services, and it becomes easy to see why churn rates for cable providers (30%) and wireless providers (21%) are so high.

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TRUSTID

JANUARY 23, 2019

Everyone is uniquely attached to their phones. They connect us with just about everything we do —from work to socializing and purchasing goods and services. Plus, they’re always nearby. As a result, the telephone represents a powerful token for caller authentication. Our phones are also represented by a unique number that can instantly be identified.

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Alorica

JANUARY 23, 2019

Meet Akime. He’s from beautiful Kingston, Jamaica and he has a personality to match. View his video to check out his cool charisma and dazzling dance moves. ???. Source.

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Ameyo

JANUARY 23, 2019

In the Customer Engagement segment, delivering a high-value customer experience is crucial for businesses. Customers are more aware and hell-bent on self-service options. If a business wants to thrive then it has to meet the ever-growing demands of tech-savvy customers of today. This change management is iterative and results in a step ahead towards establishing […].

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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

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bold360 Blog

JANUARY 23, 2019

Artificial Intelligence. What is it? Why should you care about it? Most of all, how can you implement AI in your business, to make it work for you? If you’ve ever asked any of these questions, then you’ve come to the right place. Welcome to AI: IRL. AI: IRL is a podcast for anybody interested in what AI looks like in a real life setting, in a real life workplace, with real life people.

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Cincom

JANUARY 23, 2019

The era of connectedness, facilitated by the Industrial Internet of Things (IIoT), is redefining the workplace both in terms of … Continue reading "IIoT Data Redefines How Sales Relates to Customers". The post IIoT Data Redefines How Sales Relates to Customers appeared first on Cincom Blog.

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Advantage Communications

JANUARY 23, 2019

With the new year in front of us, many business owners and managers will be aiming to meet new goals and objectives, as well as planning how they can drive growth and profit as we move through 2019. With the customer experience (CX) playing a significant role in the success or failure of modern business, customer service is now key. In fact, according to a Gartner study, 89 per cent of businesses compete on the level of customer experience they offer alone.

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