Contact Center Pipeline
JUNE 24, 2020
Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as one of the beauties of Homo sapiens is that we’re all very unique and also different. Whether it’s personality assessments, skills assessments, or Google’s famous gauntlet of intelligence tests, as managers, […].
Tethr
JUNE 24, 2020
A strong relationship between Employee Experience (EX) and Customer Experience (CX) matters. When they work together, EX can drive CX to success. Developing EX strategies and reevaluating them periodically is as critical as doing so for CX. Customer experience is a customer’s entire journey with your brand. CX all comes down to how a person feels about the experience of interacting with your company.
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VocalCom
JUNE 24, 2020
The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. They will also allow the contact center to switch from a reactive to a proactive and predictive model, dramatically enhancing the agent and client experience and broadening the range of services offered.
ShepHyken
JUNE 24, 2020
Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.
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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.
Callminer
JUNE 24, 2020
Learn what makes customer analytics so powerful in providing actionable developmental insights to growing companies.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
JUNE 24, 2020
Now that you have successfully onboarded your agents and deployed an effective development strategy , it’s time to think about the final — and some would say the most important — step. You’ve invested time and resources turning your tenured agents into highly effective customer service professionals. You need to protect that investment by retaining them long term with the right strategy to keep them engaged, happy and highly productive.
delighted
JUNE 24, 2020
Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” or “How likely are you to recommend this company to your friend?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1].
Serenova
JUNE 24, 2020
Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. In fact, events like the COVID-19 pandemic present unique, valuable opportunities for organizations to provide loyalty-building customer interactions that create long-term growth.
5CA
JUNE 24, 2020
I started working for 5CA back in October 2019. Currently, I’m working as a Gaming Technology Support Agent in Spain. My job as an expert on the products of the company I'm supporting is to offer support to customers and get them up, running and happy in no time.
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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
Serenova
JUNE 24, 2020
Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. In fact, events like the COVID-19 pandemic present unique, valuable opportunities for organizations to provide loyalty-building customer interactions that create long-term growth.
Nuance
JUNE 24, 2020
Sometimes those of us in the LGBTQ community need to sort out who we are before we can live proudly as we really are. By being true to ourselves we can be true to others, including friends, families, spouses, and colleagues. In honor of LGBTQ Pride month and in celebration of all diverse communities, four [.] The post Just Being Who We Are: Personal Stories from Our LGBTQ Community appeared first on What’s next.
Lumoa
JUNE 24, 2020
Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused.
VirtualPBX
JUNE 24, 2020
With our Video Calling beta test in full swing, we wanted to do something a little different this week. What you can read here today is a profile of several Yealink video conference desk phones. We have tested multiple Yealink phones to work with our Video Calling Service. These desk phones are marketed to business professionals and small groups that need to complete video conferences, and it has proven an excellent phone for working with our new service.
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.
Hero Digital
JUNE 24, 2020
Hero Digital , the leading independent customer experience company, has been selected as one of only 35 Adobe Platinum Solution Partners worldwide. Chosen from thousands of world-class agencies, consultancies, and systems integrators, Hero Digital now joins the elite ranks of Adobe’s most trusted partners, alongside such companies as Cap Gemini, McKinsey, PWC, EY and Cognizant.
Playvox
JUNE 24, 2020
COVID-19 has presented many challenges for the customer service and customer experience industries. Beyond shifting business operations, work environments, and priorities for the rest of the year, it’s no secret the current global pandemic has been the death of almost all in-person gatherings. But does this mean the end of all CS and CX events? Not exactly.
Interaction Metrics
JUNE 24, 2020
Shep Hyken and Martha Brooke had a great conversation (6-23-2020) about the future of customer feedback. Check it out here! They covered survey fatigue–it’s through the roof! And yet, they found 4 situations in which (when done well) customer feedback surveys are warranted, and profitable: B2B Tracking Studies help you forge stronger, more productive relationships with your customers.
NICE inContact
JUNE 24, 2020
Most state a federal government agencies are struggling with exponential increases in call volumes as a result of the pandemic. One unnamed agency experienced an over 3000% jump in call volume. The scariest part of that data point is that agency had not yet begun executing contact tracing efforts.
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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.
ChurnZero
JUNE 24, 2020
We are now officially in summer. Which usually means pool parties, beach vacations, and exciting travel plans. This year is a little different, in that summer marks going on four months of us all working from home and our time off looking a lot different than we originally planned. But don’t worry we got your back! We created a playlist to keep you motivated in your jobs as Customer Success Managers as we continue to help customers and drive retention from the safety of our home offices and livi
Jon Arnold
JUNE 24, 2020
Got quite a few updates underway for my website, and by extension, that includes the newsletter and our monthly podcast. I’ll have more on each of these in due time, and for now, the main update is that the June podcast is now publicly available. Newsletter subscribers get exclusive access to our Watch This Space podcasts for about two weeks, and that time is now.
Hero Digital
JUNE 24, 2020
Hero Digital , the leading independent customer experience company, has been selected as one of only 35 Adobe Platinum Solution Partners worldwide. Chosen from thousands of world-class agencies, consultancies, and systems integrators, Hero Digital now joins the elite ranks of Adobe’s most trusted partners, alongside such companies as Cap Gemini, McKinsey, PWC, EY and Cognizant.
Skybridge
JUNE 24, 2020
Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. In his recent Forbes article, Chip Bell talks about how, so often when our customers vent their anger, we have an opportunity to see beyond that anger to what’s really motivating that call: fear.
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!
Comm100
JUNE 24, 2020
When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer data safe and secure is a (if not the ) top priority. For any company, striking a balance between absolute security and compliance while providing accessible, real-time customer support isn’t always an easy feat.
Nuance
JUNE 24, 2020
There are few people who understand COVID-19’s impact on customer experience as well as Forrester Research’s Art Schoeller. As Principal Analyst for contact center technology, Schoeller has been in regular contact with both vendors and users since the start of the pandemic, listening to their challenges, and providing expert guidance and support. We spoke to [.
Calltools
JUNE 24, 2020
Call centers work in an extremely competitive industry, so they need to adopt every tool that will give them an advantage. Over the last few years, artificial intelligence (AI) solutions have become increasingly common in modern call centers. When AI solutions improve call centers, owners and managers are eager to invest in the technology. If you’re unsure whether AI is the right option for you, take a few minutes to learn about the features and benefits the technology can give you.
Connect
JUNE 24, 2020
Conn3ct announced today that it has acquired ICR Speech Solutions & Services Limited (ICR) , a highly specialised speech application development company in interactive voice response (IVR) and next generation speech bot technology.
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
Serenova
JUNE 24, 2020
Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. In fact, events like the COVID-19 pandemic present unique, valuable opportunities for organizations to provide loyalty-building customer interactions that create long-term growth.
Maru Group
JUNE 24, 2020
Maru/Matchbox Canada held its first Canadian Roundtable, bringing together leading insights experts across Canada to learn from each others’ experiences. As we hit the three-month mark of the COVID-19 pandemic, three themes emerged: Digital trends that were already underway have been fast forwarded by years, and everyone is scrambling to keep up. Companies are trying to keep company culture alive through constant communication but working from home presents unique challenges for different people
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