GetFeedback
FEBRUARY 25, 2019
There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens. Most email lists decline by about 25% a year according to Email Monks. There are lots of reasons for this. Sometimes it’s about the number or frequency of emails. In other cases, they don’t like the content. Some subscribers only sign up to get a deal or offer.
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BlueOcean
FEBRUARY 25, 2019
Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.
Beyond Philosophy
FEBRUARY 25, 2019
I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Some people do push back on the idea that people are not rational. Typically, they are more rational-types. These non-believers throw up their hands and say, “Well, if we are all just mindless animals, are we going to treat people like dogs?”.
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ShepHyken
FEBRUARY 25, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. (Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nexmo
FEBRUARY 25, 2019
Why do I love being an engineer at Nexmo, the Vonage API Platform? Because I get to work not only on the real-time communication tech we build but also on integrations with other amazing technologies. Case in point: Nexmo just became the preferred voice integration partner for IBM Voice Gateway, a SIP endpoint that you […]. The post Build Watson-enhanced Voice Agents on IBM Cloud with Nexmo appeared first on Nexmo.
Relay Blog
FEBRUARY 25, 2019
Who’s responsible for creating amazing customer experiences? Marketing and sales? Or is it the support. The post Customer Experience Management: Designing Better CX from the Top-Down appeared first on Relay.
Ansafone
FEBRUARY 25, 2019
It is common for company managers to have reservations about outsourcing their call center operations. They believe the level of service could damage their brand reputation and quality of customer care. However, tapping this smart business strategy can potentially be the best thing for your company’s growth. Consider these three ways inbound call center services … How Inbound Call Center Services Can Improve Your Company Read More ».
Talkdesk
FEBRUARY 25, 2019
Opentalk18 , Talkdesk’s CX industry event, was filled to the brim with sales and customer experience leaders from nearly every industry. Thousands of attendees joined experts in the sales, service and CX tracks to learn how they can start creating magic moments with their customers. One of these experts was Roy Raanani , CEO at Chorus.ai, a conversation intelligence platform for sales teams.
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.
BlueOcean
FEBRUARY 25, 2019
Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. This is Blue Ocean’s second Stevie Award. The company won a Bronze Stevie in the same category in 2017. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.
Cincom
FEBRUARY 25, 2019
Analyzing data provided by smart business applications, such as CPQand CRM, facilitates business forecasting and planning. CPQ, CRM and back-office … Continue reading "CPQ and CRM Data Analysis Facilitates Business Forecasting and Planning". The post CPQ and CRM Data Analysis Facilitates Business Forecasting and Planning appeared first on Cincom Blog.
GetFeedback
FEBRUARY 25, 2019
There’s no point in having a huge email list if half your subscribers aren’t clicking. But that’s exactly what happens.
teleopti
FEBRUARY 25, 2019
Join Dave Hoekstra, WFM Evangelist, as he enters the realm of customer service integrations. If you’re interested to discover the integration potential between your existing platforms and a new WFM solution, Dave offers Teleopti’s four key considerations. In today’s digital world, there are so many options to deal with. We are constantly bombarded with choices as to which product will suit our needs.
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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.
Avaya
FEBRUARY 25, 2019
As a recent Avaya blog highlighted , research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. That’s why this week’s Mobile World Congress event in Barcelona promises to be one of the most attended ever. Avaya will be there to discuss our groundbreaking Mobility strategy, so please come see us at Meeting Room 2K6Ex, Hall 2.
Totango
FEBRUARY 25, 2019
We are excited to announce the new Customer Success Summit Conference for 2019, an evolution of our premier industry event for customer success thought leaders, practitioners and visionaries. Our past Customer Success Summits have drawn over 1,000 attendees from over 400 companies including ADP, Dimension Data, Google, Mulesoft, Oracle, SAP, ServiceNow, Slack, TSIA and Zoom among many others.
ChaseData
FEBRUARY 25, 2019
The State of the Union Address is one that Americans watch for information and opinions on the way our country is progressing as assessed by our leadership. This annual assessment is given as a service of our government to keep the people informed and is important for our growth as a united nation. Any successful business can learn something from the regularity of and the importance with which the State of the Union is regarded – and your call center is no different.
DMG Consulting
FEBRUARY 25, 2019
Speech Analytics and AI Is a Winning Combination. Service, quality management, and the customer journey will all see big gains. By Donna Fluss. View this document on the publisher’s website. Speech analytics is getting a new lease on life courtesy of artificial intelligence (AI), machine learning, and the digital transformation. Vendors in most IT sectors claim to provide AI-enabled solutions, and the speech analytics providers are no exception.
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!
TRUSTID
FEBRUARY 25, 2019
Cyber threats are everywhere. They come at us from every direction. There are external and insider attacks, as well as authentication strategies that can put banks and their customers at risk. To help us better understand the current state of today’s call center fraud threats, the recent BetaNews Q&A, “How contact centers have become a prime target for hackers,” explores why fraudsters focus on call centers, and what organizations can do to prevent attacks.
VocalCom
FEBRUARY 25, 2019
Sometimes, even the savviest brands have to face difficult customer situations. When a customer contacts your company with a complaint, it’s absolutely essential that your agents be trained to handle the situation in a way that calms and satisfies the customer. Here are six steps for resolving a customer’s issue and earning back his trust in the process.
Topdown
FEBRUARY 25, 2019
Digital transformation focuses on a process of preparing your company to stay competitive in the marketplace by building the right customer experience (CX) strategy for the future. By combining the right strategy with innovative technologies, your brand will be equipped to quickly adapt to changes in your industry. How can “strategy” best be defined?
Certified Languages International
FEBRUARY 25, 2019
On the surface, video remote interpreting (VRI) platforms offered by different language service providers can seem similar to one another. In general, you open a program on a mobile device or stationary computer, select the language you need, and connect to an interpreter over a video call. So choosing a VRI solution should be straightforward, right?
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
bold360 Blog
FEBRUARY 25, 2019
Subscribe via iTunes , Spotify and more. Creating chatbots is a frontier. Fortunately, my guest Qing Cao , in addition to being a certified Lean Six Sigma black belt, is the leader of the customer-facing, emerging technology product development team at UPS. On a recent episode of AI:IRL she joined me to unpack the different ways you can build a bot to fit your situation and defining your purpose and asking guiding questions for decision-making.
Integrity Solutions
FEBRUARY 25, 2019
Focus on these, and you’ll be able to build an engaged, high-performing team of financial advisors that will become your unstoppable competitive advantage. by Terri O’Halloran. You hire two, well-qualified advisors, give them training and expect that they’ll both be superstars. So you’re surprised then when one succeeds and the other fails miserably.
Help Scout
FEBRUARY 25, 2019
With all the emphasis on omnichannel customer support, it might seem like every support team is adding more and more support channels to their repertoire. Bain & Company expect to see omnichannel platform adoption increase from 16% to 54% in the next three years. Everyone is jumping aboard the omnichannel train — the more channels, the better, right?
Education Services Group
FEBRUARY 25, 2019
Think back to your first smartphone. Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. All those features were flashy, sure, but who needed it? You’ve got calls and texts on your current phone already. When you first got a smartphone, you may have thought it was nice, but not necessary.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Uniphore
FEBRUARY 25, 2019
Self-service is often the first step of the customer service journey. It is at this time that the solution can either enhance brand perception or hurt brand perception, so the importance of self-service cannot be over emphasized. Factors driving organizations to invest in self-service include: Read More.
Stratifyd
FEBRUARY 25, 2019
Estimated reading time: 4 minutes. Stratifyd is growing so quickly that we've hired 20 new employees in 2019 alone, and that pace is likely to remain steady for the next few months. Every member of the Stratifyd team is integral to our success and has an interesting story to tell, so we're going to be introducing them to you over the next few weeks.
Certified Languages International
FEBRUARY 25, 2019
On the surface, video remote interpreting (VRI) platforms offered by different language service providers can seem similar to one another. In general, you open a program on a mobile device or stationary computer, select the language you need, and connect to an interpreter over a video call. So choosing a VRI solution should be straightforward, right?
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