NICE inContact
JANUARY 29, 2020
Digital transformation and the gig economy have made remote work common across the globe—the contact center industry was no different! In fact, due to the huge array of digital interaction channels, virtual assistants, and more, the contact center field is even better positioned for remote work.
The Call Center School
JANUARY 29, 2020
Social Media has been adopted, by and large. Whether or not you’re an avid tweeter or adding to your Instagram story daily, it’s safe to say social media is here to stay. What does this mean for businesses? Well, most companies today have embraced social media platforms for marketing purposes, and that’s great! But, if your business fails to acknowledge social media as more than a promotional platform, you may really want to reconsider.
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Eptica
JANUARY 29, 2020
Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. Published on: January 29, 2020. Author: Anne-Merete Jensen - Senior Business Consultant Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat.
ShepHyken
JANUARY 29, 2020
Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop. The great genie offered to grant each of them a wish, but only if that wish would absolutely guarantee the success of their venture. The first entrepreneur said, “I wish for the best tasting ice cream in all of Businessland.
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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.
Contact Center Pipeline
JANUARY 29, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry? 20+ years of contact center leadership experience and 10+ years […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customers That Stick
JANUARY 29, 2020
Who is the customer? This seems like a question with an obvious answer. However, it is not as simple as it seems. Of course, the customer is somebody who purchases a good or a service from you, but a customer can be more than just that. I view a customer as someone we owe a duty or obligation to in an organizational context. You can have external customers, those we normally think of as customers, but you can also have internal customers who are people in your organization or subcontractors even
Call Experts
JANUARY 29, 2020
As companies continue to grow and develop, their goals become more complex. Eventually, these complex goals become difficult to track manually. Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. .
Guru
JANUARY 29, 2020
News flash: Guru’s Empower conference is coming back for its second year! Empower is a hub for thought leaders across the CX, Sales Enablement, and Knowledge Management fields. If you're anything like us, you probably have your hesitations pulling the trigger on a conference without being 100% sure that it will be valuable and well worth your time. So we're pulling back the curtains to give you a sneak peak of the key themes, amazing speakers, and killer content you'll see within each track.
SoliCall
JANUARY 29, 2020
Contact centers are noisy locations and suffer from significant ambient noise. One of the most noisy locations in the call center is the cubic of the supervisors (a.k.a the team leaders). What exactly happens in the supervisor’s cubic that causes so much noise? In many cases the supervisor is not on a call but has to monitor the activity of all the agents.
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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
Merchants
JANUARY 29, 2020
With the depressed economy in South Africa affecting business across most industries and sectors – retailers in particular – Merchants SA believes contact centres can not only boost sales but also give consumers a better retail experience. The post Can contact centres help retailers in a bad economy? appeared first on Business Process Outsourcing Services | Merchants.
inSided
JANUARY 29, 2020
We’re delighted to announce that Mixpanel—world leaders in data analytics and gathering customer insights—have migrated their community to the inSided platform. T o celebrate the launch of Mixpanel’s new Customer Success Community and to find out what tips and tricks they have up their sleeve to get the most from their community we caught up with Cherise Goode, Engagement Manager at Mixpanel.
Alorica
JANUARY 29, 2020
Let’s start with the bad news first. There’s a consensus among financial experts that the markets are poised to pull back in the next 12-18 months. Driving this downturn is the fact that millennials—the largest generation in the U.S. labor force—are buying houses and vehicles while contending with an enormous amount of student debt. In the past year alone, credit card loans have increased by 5%.
LiveChat
JANUARY 29, 2020
In 2020, email is still the major channel for customer support. That’s a fact. According to a HubSpot study, 62% of customers want to use email to communicate with companies. You know that we’re all about chatting, but we have to admit that email is an important element of any customer support workflow. And it clearly won’t change anytime soon. Customers are used to sending emails, so we all need an efficient tool to manage them with ease.
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.
Playvox
JANUARY 29, 2020
Currently used by more than 145,000 customers with millions of agents in the service and support divisions, Zendesk is arguably one of the most popular customer service and support products available.
JivoChat
JANUARY 29, 2020
Shopify is one of the best e-commerce platforms you can use to set up your new online store. It offers all the essential tools you need to start selling online, as well as an extensive app store - which allows you to install tools and use services to help your new business hit the ground running. When it comes to selling online, relying on discounts and marketing strategies to engage visitors isn’t enough.
Quiq
JANUARY 29, 2020
Share This Story. As we enter the new decade, experts across all industries are making predictions about emerging trends. Customer service is no exception. One thing is clear: Customer service as an industry is becoming increasingly digital. Consumers today are busier than ever. When it comes to customer service, they don’t want to spend time making phone calls and waiting on hold to speak to a representative.
Infinity
JANUARY 29, 2020
Kicking off our first 2020 “In Conversation With” interview, we’ve spoken to Jai Amin, Vice President of Paid Search for Jellyfish. Jellyfish is a global boutique agency, delivering digital marketing solutions for a host of clients in Europe, the US, and South Africa. Jai has been with JellyFish for over nine years, making him the best person to get the inside scoop on topics such as services that go beyond the traditional agency model, the best in paid search, and what career advice he would gi
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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.
bold360 Blog
JANUARY 29, 2020
The last two weeks were big in the world of consumer electronics and retail with two important events landing within days of each other. The Consumer Electronics Show (CES), which highlights what’s coming in the next wave of consumer electronics and technology and how it’s impacting customer experience (CX) trends happened in Las Vegas, and the National Retail Federation (NRF) show, which focuses on the future of retail, retail trends, and retail technology was in New York.
ChaseData
JANUARY 29, 2020
What is your contact center’s customer effort score? Many of today’s most successful call center’s don’t just know the answer to that question - they know why it matters. Not sure if you’re among their number? Just check out this handy guide to the customer effort score and why it matters for your center. You’ll soon be a master of making customer service effortless for those you serve!
CSM Magazine
JANUARY 29, 2020
With the advancement in technology, there are many changes in the way people operate. For instance, it is possible to hold a board meeting when those involved are in different locations. Moreover, employees can now work from remote locations. That improves business productivity. Education is not left behind either. The days when physical books were the only source of subject information are gone.
Alorica
JANUARY 29, 2020
Let’s start with the bad news first. There’s a consensus among financial experts that the markets are poised to pull back in the next 12-18 months. Driving this downturn is the fact that millennials—the largest generation in the U.S. labor force—are buying houses and vehicles while contending with an enormous amount of student debt. In the past year alone, credit card loans have increased by 5%.
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!
Waterfield Technologies
JANUARY 29, 2020
Empower your callers with an option to receive a call back rather than wait on hold until an agent is free to talk to them. 75% of customers now choose […]. The post Don’t Hold, Get a Call Back! Caller Elected Callback in Your Contact Center appeared first on Waterfield Technologies.
Alorica
JANUARY 29, 2020
Let’s start with the bad news first. There’s a consensus among financial experts that the markets are poised to pull back in the next 12-18 months. Driving this downturn is the fact that millennials—the largest generation in the U.S. labor force—are buying houses and vehicles while contending with an enormous amount of student debt. In the past year alone, credit card loans have increased by 5%.
Hero Digital
JANUARY 29, 2020
Hero Digital , a leading independent customer experience (CX) company, today announced the formation of The Truth & Beauty Network, an alliance of leading voices, mavericks, and entrepreneurs, made up of brand marketers, publishers, and technology partners with a similar worldview: what’s good for people, is good for business. The Truth & Beauty Network was announced on stage by Hero Digital CMO Kenneth Parks during his keynote at Most Contagious New York, the flagship event from creativ
LiveChat
JANUARY 29, 2020
In 2020, email is still the major channel for customer support. That’s a fact. According to a HubSpot study, 62% of customers want to use email to communicate with companies. You know that we’re all about chatting, but we have to admit that email is an important element of any customer support workflow. And it clearly won’t change anytime soon. Customers are used to sending emails, so we all need an efficient tool to manage them with ease.
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
Robert Davis
JANUARY 29, 2020
By Brad Baumunk , President and COO, Robert C. Davis and Associates. The contact center side-by-side coaching model by Robert C. Davis and Associates (RCDA) delivers superior results through identifying behaviors and driving improvement through the skill transfer process. Whether you are trying to improve customer acquisition or retention, customer experience (CSAT/NPS) or other KPIs, there is nothing more important than a commitment to coaching and a set of robust coaching tactics.
SharpenCX
JANUARY 29, 2020
Choosing a contact center vendor from a crop of hundreds of doppelgangers isn’t easy. But as customer expectations rise, contact centers like you, turn to new technology and third-party partners to transform your customer experience. You realize decades-old platforms no longer suit the needs of modern customers, and the hunt for a new contact center platform begins.
ProProfs Blog
JANUARY 29, 2020
Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? Obviously they won’t. . The current digitally dominant world has reduced the wait time to seconds , and no one wants to resort to old school methods of communicating with their favorite brands. When they can get everything they want in a jiffy, from wherever they are, the question of walking to a store or calling the support staff only to wait for hours, doesn’t arise.
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