Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009). There have been huge leaps forward in awareness, mindset and technology, despite some lingering challenges that businesses as yet have failed to address […].
Peter Lavers
DECEMBER 7, 2017
L ocation-based services ( LBS ) enable smartphone apps to supply the end user with geo-specific information and marketing content that is real-time and relevant to their exact location. Dimension Data spoke to Peter Lavers, director of WCL Customer Management, to get his insight on LBS’ impact on the customer and what businesses can do to prevent location-based services overwhelming their audience.
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CSM Magazine
DECEMBER 7, 2017
Ever been in a live chat with a customer wishing you could show them what you’re trying to explain? Worse yet, you’re in a chat with a customer who’s struggling to explain their issue that would be clear if you could see it. How frustrating for both parties! They say a picture’s worth a thousand words. That’s why co-browsing, a.k.a collaborative browsing, and file transfer are so effective.
Inbenta
DECEMBER 7, 2017
The VHS and the Betamax, the Blu-ray and HD DVD or more recently the current virtual headset battle between HTC Vive and Oculus Rift. The history of technological development is littered with examples of various formats fighting it out for market dominance. At times, these format wars will dictate what we refer to the new invention as. When purchasing a high-density optical disc we tend to ask for a Blu-ray for example.
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Etech
DECEMBER 7, 2017
Why you may want to adopt a best-of-both-worlds approach. While androids are both an operating system and a sci-fi concept that’s becoming more realistic with each passing day, the artificial intelligence that powers androids has started to ease its way into the call center industry. Even though it might seem as though androids and artificial intelligence (AI) might soon replace humans in certain jobs and industries altogether, the truth of the matter is that there are some tasks that automated
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Etech
DECEMBER 7, 2017
While many businesses are concerned about the threat external hackers pose to their online systems, it is crucial to note that a clear majority of breaches begin with the compromise of an internal source. Data security is something no company should take lightly, especially smaller entities that may not have access to or knowledge of more advanced methods of intrusion detection and prevention.
TRUSTID
DECEMBER 7, 2017
How you authenticate callers is critical to your customer relationships, business profits and your overall contact center operations. Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. While telephone interrogations damage your customer relationships, have you considered how they impact your own team?
Influitive
DECEMBER 7, 2017
Opening Keynote Day 2 of Advocamp 2017 started with an inspiring keynote from the prolific author and speaker Geoffrey Moore (Best-selling Author of Crossing The Chasm, Speaker & Advisor). He spoke on what he believes to be the twin foundations of any successful marketing plan: advocacy and authenticity. Geoffrey stressed that human beings communicate things.
Strategic Contact
DECEMBER 7, 2017
Optimizing authentication and preventing fraud are hot topics in the industry. I had the pleasure of facilitating a panel on the topic at the ICMI CC Demo in September. Here are key learnings from that session as well as project work we have been doing to tackle this ubiquitous challenge. I’m going to start with.
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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
DMG Consulting
DECEMBER 7, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Close. AI: On the Right Path but Not Yet Real. 10/24/2017.
Aspect
DECEMBER 7, 2017
Everybody likes a good mystery but not when it comes to operating a contact center – and speech analytics software continues to be a mystery to many contact center decision-makers despite the fact that it has proven to be an extremely valuable workforce optimization tool. A recent study by Aberdeen shows that 76% of contact centers without speech analytics have not implemented it because either they don’t understand speech analytics or don’t know how it can improve their performance.
Toister Performance Solutions
DECEMBER 7, 2017
Employee training has some big problems. It's a big expense. There's the cost of hiring a trainer and developing the materials. You have to pay employees to attend. Many companies have to run overtime to backfill shifts while staff attends a class. That investment might be worthwhile if the training worked. It often doesn't. There are many reasons why training doesn't stick.
Fenero
DECEMBER 7, 2017
Recently, I checked my credit card statement to find several unauthorized and unexplained gas charges. I hadn’t used this card in weeks, so I knew they couldn’t be valid. I pulled out my credit card and proceeded to contact the customer service department. When I called it took almost 15 minutes to get a live respresentative on the line and after confirming my account, the call dropped!
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!
aircall
DECEMBER 7, 2017
Moving soon? Spotahome is a complete online rental platform for apartments, single rooms, and student residences, specializing in mid- to long-term leases. Its mission? To help you find perfect accommodations when moving to a new city. Spotahome’s customer experience team needs to be responsive around the clock to consistently reach that result. And by integrating Aircall with Zendesk , they’re making life a lot easier for everyone involved.
Talkdesk
DECEMBER 7, 2017
When it comes to evaluating a new sales tool, there’s a simple way to determine a solution’s ROI: find out how much money it brings in. Sales is about revenue and new sales tools should be chosen based on how much new revenue they add. It’s as easy as that. At Talkdesk , we project revenue totals based on four data points: number of agents, number of calls each agent makes in a day, conversion rate and average deal size.
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