Myra Golden Media
JULY 15, 2019
Are you designing or redesigning a Quality Monitoring Program for your organization right now? Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? I have help for you.
Aspect
JULY 15, 2019
Are you noticing?an increase in incomplete caller connections???Have you seen?an unusual uptick in network /system?information tones from carriers for previously verified consumer phone numbers?? You may be experiencing the symptoms of?new?types?of?carrier , crowd-sourced , or mobile – phone – based call blocking services?that? often m isclassify?
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Noble Systems
JULY 15, 2019
Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as their top priority. Slight improvements are no longer good enough. Businesses that recognize delivering extraordinary customer experiences is a key differentiator have started to completely rethink their approach. In doing so, they have quickly come to realize that artificial intelligence (AI) is critical to achieving this goal.
Aspect
JULY 15, 2019
Desde los inicios de la humanidad, las personas han estado en una búsqueda constante de opciones para hacerse la vida más fácil.? Instintivamente , hemos buscado formas de realizar nuestras tareas diarias de una forma mejor y más eficiente que el dÃa anterior.? En los tiempos en los que cazábamos venados, descubrimos que una lanza de madera no era muy efectiva para derribar a l objetivo, pero después de colocar una piedra pequeña y puntiaguda en el extremo delantero, mejoraron enormeme
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UJET
JULY 15, 2019
UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel. According to Accenture , Millennials will account for 30 percent of total U.S. retail sales in 2020. 30% equals to an estimated $1.4 trillion annually in sales.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Avaya
JULY 15, 2019
Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the connections. Research suggests the current state of the agent experience is…well, dim. According to Deloitte, only 9% of large contact centers effectively use desktop analytics and 61% struggle with integrating systems.
teleopti
JULY 15, 2019
Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR’s (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions.
Cyara
JULY 15, 2019
Business users want an efficient and trouble-free way to make changes to IVRs. InProd and New Zealand’s Ministry of Social Development (MSD) have developed a new feature as part of the InProd product, that gives business users what they want. IVRs need to be continually updated to help customers resolve their issues and make the customer experience as frictionless as possible.
Talkdesk
JULY 15, 2019
I recently had the pleasure of joining a podcast with Jon Arnold , Principal at J Arnold & Associates, on the topic of Extending the (Cloud) Value Proposition Beyond the Contact Center. . Here’s a recap of our discussion. Jon: With our broad focus being about cloud-based contact centers, let’s start with the state of things up ‘til now. Most contact centers are premises-based, but there’s serious interest now in the cloud.
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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
VocalCom
JULY 15, 2019
Making your customers happy begins with taking their point of view. During their interactions with your brand, there may be times when your service falls short of their expectations. To identify these moments, it’s essential to create a customer journey map. These maps allow brands to gain a visual understanding of the entire customer experience, anticipate problems that may arrive at each step, and ultimately find solutions proactively.
Horizon CX
JULY 15, 2019
Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing. My initial response and emotional reaction to that question was that I had taken many online courses over the last several years and honestly could not recall learning much of anything as a result.
Connect
JULY 15, 2019
There is no doubt that Unified Communications (UC) make a workplace more convenient for its employees. UC platforms such as Microsoft Teams and Cisco Webex Teams make remote collaborative working much easier and faster. But, as with most important decisions in business, whether or not to implement UC transformation often comes down to the return on investment (ROI).
Playvox
JULY 15, 2019
The coaching process doesn’t end with the session itself. A good team leader (typically responsible for conducting coaching , though this may differ in your own business) should take an active role in cultivating an employee’s development.
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.
CallSource Insights
JULY 15, 2019
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Tabitha Salazar. Title: Client Support Specialist. When did you start working for CS? August 2017. What position did you start in? Client Support. What is your current position? Client Support. How have your priorities and responsibilities changed and shifted from when you first started working with CallSource until now?
Callminer
JULY 15, 2019
This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there!
Dialer 360
JULY 15, 2019
Social customer service is the performance of providing customer support through social media channels. Call center team can easily train to support the customer with the social circuit. Specialized workflow, training software read available to them resolve customer issues efficiently. Social Customer Service Is Act of Providing Customer Support with SMC.
ShepHyken
JULY 15, 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. Why B2B Customer Experience Programs Fail by Sarah Frazier. (CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone.
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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.
Dialer 360
JULY 15, 2019
Customer gratification reflects the expectations and experience that customer with a product or service. As customer expectation demonstrates both past & current product evaluation and user experiences. Think about any major purchases you’ve made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or test the product?
Dialer 360
JULY 15, 2019
A board term which describes several different categories of customer. A survey of customer service satisfaction. The object of any score is to handle the customer standards with your industry. A service or communication is the level of your product and service. It often determines by asking the customer a single question. A set of questions and long surveys to test their experiences.
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