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.

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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 inContact

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.

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.

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

Certified Languages International

More Trending

7 Secrets to Business Growth from Leading Global Brands


Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace.

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.

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


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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

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.

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?

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.


Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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.


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.

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Learning Processes Vs Coaching Sessions for Customer Service Teams


Customer Experience CX Culture

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.

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.

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


Coaching — Medicine for the Contact Center

NICE inContact

“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.

The “Best” Best Practices: Prioritizing VoC Resources for Your Business


Verint ForeSee Brings Focus to Big-Impact VoC Strategies Unique to Your Business There’s a lot of talk about complexity in customer experience: The journey is fragmented, digital is upending everything, CX Best Practices CX Strategy Research & CX Data ROI of CX

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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.

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

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.