Wed.Jun 05, 2019

Walking In Your Customer’s Shoes


You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities.

Sales 336

Break Down the Silos in your Contact Center: Rally your Agents around a Common Purpose and Keep them Engaged


When I lived in Chattanooga, Tennessee, I once watched a rowing team make their way down the Tennessee River. They moved in perfectly synchronized motion, speeding down the river in a straight line. They were a well-oiled machine, each person. Read More.

Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

NICE Systems

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident while consumers are proceeding with caution. You can read more about this study here.

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Contact Center Pipeline

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer (VoC) can reach you.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

New Section 1557 Revisions in the Works That Could Affect Language Access

Certified Languages International

More Trending

Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace


This blog is a little different than our usual WFM posts but we have some exciting news! Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences.

WEBTEXT Adds Voice Agent Messaging To Five9 Contact Center


Norristown, PA & Galway, Ireland, June 5, 2019 /PRNewswire/ – WEBTEXT, a leading provider of enterprise messaging, today announced the availability of Voice Agent Messaging in a Five9 contact center.

Via Transportation Selects Talkdesk to Support fast-growing customer service operations


Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered.

Fortress Cyber Security Award goes to Concentrix


Global Security Team Stands out in Threat Detection Category Concentrix was presented the Business Intelligence Group’s Fortress Cyber Security Award for its dedication to cyber security both for the company’s clients and for the industry. The award identifies and rewards the world’s leading companies and products that are working to keep data and electronic assets. The post Fortress Cyber Security Award goes to Concentrix appeared first on Concentrix. 2019 Award News NewsClip


Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Here’s What’s New from May 2019 | Kommunicate Product Updates


Our team is working hard each and every day to bring the best customer support software experience to you. This time we have done a lot of improvements in our web app and released new versions of mobile SDKs and Agent Apps. If you have missed April release updates, read here.

Take a Fresh Look at Omnichannel

Strategic Contact

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children comes to mind when thinking about omnichannel (OC). It’s not new, or untried, but it is still an elusive goal for most centers. Some OC efforts have been held back by the low volume of new channels.


The State of WFM in 2019. Where do you stand?

The Call Center School

Workforce management in contact centers, with the aim of creating the best possible fit between the forecasted workload and the amount of employees scheduled, is constantly changing.

Acquisitions Point to Messaging’s Future in Customer Service


Big question: How should text-based communication work alongside voice for customer service? In the dark ages, the only answer to this was email, in its own silo, and a call center, in its own silo. Then real-time chat came along.

B2C 88

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Report: The State of Customer Journey Management and CX Measurement


By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

Shifting from Service Process to Customer Experience: Challenge #2 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience.

Episode 52 – Loren Beck From Zappos Discusses Culture

Kristina Evey

Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey


Ocular Technologies and Bright Pattern: A Shared Vision

Bright Pattern

No Provider, No Problem. Four years ago, Pommie Lutchman, CEO of Ocular Technologies, was at a conference, contemplating a cloud-based CX software platform that would meet the demand in the 5–500 seat Southern African contact center market.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Coaching — Medicine for the Contact Center

NICE Systems

“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!”. What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do to correct them? Can I take medication for it? Do I need to change my diet?”. Sure feels like there is a second half of the message that the nurse is leaving out.

Your Front is different than your Back


As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.


How Does a Legitimate Business Keep Their Contact Rates Up?


by Karl Walder | EVP of Innovations | 6/5/19 Direct and implied permission is the foundation for building trust in your communication. Registering your numbers with the carrier ecosystem ensures your legitimacy.


How Improved Customer Education Helped Nintex Drive 153% Higher Annual Recurring Revenue

CSM Magazine

Nintex is the global leader for process management and automation. More than 8,000 public and private sector companies across 90 countries turn to the Nintex Platform to quickly and easily manage, automate, and optimize their business processes and accelerate their digital transformation.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Your Guide to the Customer Journey Map


Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations.

Employee experiences are connected to customer experiences.

Call Experts

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers.

Why Knowledge is power


Date: Wednesday, June 5, 2019 Author: Steve Nattress - International Solutions Director Why Knowledge is power. Published on: June 05, 2019. Author: Steve Nattress - International Solutions Director Brands understand that today’s consumers demand more from the customer experience and customer service than in the past. People want to buy from companies they trust and those that make the whole buying experience easy, simple and smooth.

Learning Processes Vs Coaching Sessions for Customer Service Teams


Customer Experience CX Culture

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Taking CX to New Heights with the new Bold360 Suite

bold360 Blog

We live in an age where every touchpoint you have with a customer (or potential customers) impacts how that customer thinks about you and your business. Brand reputations are on the line all day, every day.

Has Your #CX Transformation Stalled?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey.

Sales 41

CPQ Facilitates Product Acquisitions


Develop a Product Acquisition Strategy A product acquisition strategy is an effective way to consolidate a company’s position within a … Continue reading "CPQ Facilitates Product Acquisitions". The post CPQ Facilitates Product Acquisitions appeared first on Cincom Blog. Buyer Experience Product Configuration Quotes/Proposals CPQ/Configure-Price-Quote Customer Experience/CX Guided Selling Price Management/Optimization