Contact Center Pipeline
AUGUST 13, 2019
Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns and connections to make sense of it all, and more importantly, incorporate that intelligence into their decision-making?
Fonolo
AUGUST 13, 2019
Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.
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Transparent BPO
AUGUST 13, 2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved. Many reach a breaking point where they bid a not-so-fond farewell to the offending company.
Chip Bell
AUGUST 13, 2019
There is an old off-color joke about an uncultured, farmer’s daughter from the backwoods who lands a scholarship to a finishing school. On her first visit back home, she is asked by a group of her friends what she had learned. She proudly announced that she had learned to say, “Well, I do declare” when what she really meant to say was “bulls- -t!”.
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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.
Toister Performance Solutions
AUGUST 13, 2019
Ignoring online reviews can be a big mistake. A 2019 report from the customer insight firm, Womply, revealed small businesses that reply to at least 25 percent of its customer reviews earn 35 percent more revenue than their peers. This is a huge number that's hard to ignore. Womply's researchers analyzed data from more than 200,000 small businesses across multiple industries and discovered some interesting conclusions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
24-7 InTouch
AUGUST 13, 2019
Digging deep into data can give a meaningful understanding of what customers are thinking, leading to easier strategic decisions and a better customer journey. The tricky part is overcoming common data challenges. It’s easy to miss the mark, causing roadblocks and blinders to the significant discoveries that could be made.
Talkdesk
AUGUST 13, 2019
Workforce Management (WFM) presents difficult challenges, especially with regard to an omnichannel contact center. Until recently, forecasting and scheduling was done by time increments, usually in 15 to 30-minute blocks. But, that type of system doesn’t work for email and social media interactions, which can extend well beyond a real-time metric; or for more complex interactions involving people outside the contact center itself, such as product specialists who are brought in to aid with a diff
NICE inContact
AUGUST 13, 2019
Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.
Robert Davis
AUGUST 13, 2019
Bright Pattern partners with Robert C. Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. SAN BRUNO, CALIF., AUGUST 06, 2019. Bright Pattern , the leading provider of omnichannel contact center software, today announces its partnership with Robert C.
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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
NICE inContact
AUGUST 13, 2019
Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook.
DMG Consulting
AUGUST 13, 2019
Question: Can contact center infrastructure solutions integrate with home-grown servicing systems or only commercially available CRMs? Answer: Although many contact center infrastructure vendors offer pre-built, out-of-the-box integrations with leading customer relationship management (CRM) solutions like Salesforce, Zendesk, Microsoft Dynamics, etc., they generally support custom integrations for proprietary applications as well.
NICE inContact
AUGUST 13, 2019
Forecasting is a critical component of a call center’s workforce management program. The accuracy of your forecast has a ripple effect on almost all performance metrics and business outcomes. A bad forecast can directly lead to under- or overstaffing, which then has cascade effects on average handle time, CSAT, labor waste… the list goes on and on! Forecasting has often been described as part science and part art, and there are many factors that impact forecast accuracy.
ShepHyken
AUGUST 13, 2019
Mapping the Customer Journey. Understanding Every Interaction to Create the Best Customer Experience. Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience. The Interview with Jim Tincher: What is a journey map? A journey map is a graphic representation of every interaction a customer has with you and your business.
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.
Spearline
AUGUST 13, 2019
Nobody likes delays. In the modern world of instant messaging, fast broadband speeds, and direct video conferencing, the last thing anyone wants is to wait. So what happens when a customer is waiting to contact a business via phone, and they don't hear that ring until ten or twenty seconds after dialing? Well, for one thing, they can get extremely confused listening to that awkward silence.
ConvergeOne
AUGUST 13, 2019
We live in the era of the Internet of Things (IoT); with a Wi-Fi connection and a smart phone, the possibilities are endless. Connectivity is now so integral to our daily lives that we often take it for granted. In fact, an Internet Trends report shows that nearly 90% of U.S. adults use the Internet. It is important to design support solutions that align with the way your customers work and live.
Nuance
AUGUST 13, 2019
Financial advisors, like many professionals in service-related fields, spend a lot of time on administrative work. They need to keep up with daily paperwork, meet regulatory compliance requirements, and deliver the right products and services to clients. For advisors, a considerable part of providing an excellent customer experience is their ability to mitigate the degree […] The post Making time to deliver an excellent client experience appeared first on What’s next.
VirtualPBX
AUGUST 13, 2019
With the update of our Web Phone this month, we wanted to give you some more background on the features of WebRTC, the project that lays the groundwork through which our browser-based phone completes voice calls. WebRTC, the well-known project managed by Google, makes it easy to transmit audio, video, and data through a web browser. Our developers at VirtualPBX have used its APIs – application programming interfaces – to create a phone that runs in desktop and mobile browsers.
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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.
Nuance
AUGUST 13, 2019
Financial advisors, like many professionals in service-related fields, spend a lot of time on administrative work. They need to keep up with daily paperwork, meet regulatory compliance requirements, and deliver the right products and services to clients. For advisors, a considerable part of providing an excellent customer experience is their ability to mitigate the degree […] The post Making time to deliver an excellent client experience appeared first on What’s next.
CSM Magazine
AUGUST 13, 2019
It’s easy to see the appeal of starting a restaurant. After all, not only is the food and service business much more accessible compared to other industries but many people these days no longer have the inclination or time to cook their meals. And the demand for comfort and convenience in dining continues to drive the surge in these types of establishments.
Quadient
AUGUST 13, 2019
Traditional insurers are currently battling against a triple threat. First, there is a steady stream of new players entering the industry, with tech giants such as Amazon and Google dipping their toes in the water; creating a whole new range of competition with new advantages. After all, could any insurer claim to match the level of knowledge Google or Amazon potentially have of their customers?
Maru Group
AUGUST 13, 2019
“Why more brands are ditching the CMO position” was the headline of a recent Ad Age article. It reports: “Several big-name companies have recently done away with the CMO position altogether—including Johnson & Johnson, Uber, Lyft, Beam Suntory, Taco Bell and Hyatt Hotels, accelerating a trend that began a few years ago.”. The force behind this trend has important implications for the insights industry too.
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!
Working Solutions
AUGUST 13, 2019
Hurricane season 2019 is at its mid-point, with several months still left to go. And, although the season is anticipated to be of average intensity, that can still spell major—and unpredictable—disruptions for businesses across the United States and elsewhere. As reported by Time magazine, even though it’s predicted to be “near-normal,” this year’s hurricane season […].
ChaseData
AUGUST 13, 2019
Are you getting tired of learning new names and training new faces at your contact center? Employee turnover is one of the biggest problems in the world of the modern call center. It can be a drain on resources and time - and can chip away at a business’s bottom line. If you’re looking for easy ways to reduce call center turnover, here are ten that can help you keep attrition down - and employee morale up!
Guru
AUGUST 13, 2019
How does the Guru team stay on top of the changing sales enablement landscape?
Strikedeck
AUGUST 13, 2019
Andy talks about how e-commerce companies make customers feel shameful about opting out of an upsell/add-on opportunity.
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
TechSee
AUGUST 13, 2019
Augmented Reality is on the verge of changing how we live, work and play. And it’s also changing the way we drive, with AR automotive technologies now hitting the fast lane. The automotive industry is fertile ground for innovation and leading carmakers – as well as independent service vendors – are investing millions in the development of AI and AR-powered systems that can reinvent the driving experience.
NICE inContact
AUGUST 13, 2019
Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone left off the hook.
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