Contact Center Pipeline

AUGUST 9, 2018

It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think that customer care leaders would have an easier time getting companywide buy-in for customer-centric change. Yet, the results from the Contact Center Challenges & Priorities Report released earlier this year revealed […].

Customer centricity 127

Customer centricity Contact Center Customer Care Call Center 127

Dialer 360

AUGUST 9, 2018

With the Ringless Voicemail is quite often use for the customer outreach. This is can also use internally to disseminate message across various departments. To it works to make sure that stakeholder is keeping in the loop with happening within the company. A Ringless Voicemail is a server to server communication way. It allows direct insertion of voicemail messages into a voicemail box or mail server.

Wireless 20

Wireless Telecommunications Interactive Voice Response Technology 20

SharpenCX

AUGUST 9, 2018

More money does not equal more employee motivation. Too many managers think the key to employee motivation is giving out performance-based raises or incentives. People, you think, will work harder for an uptick in their monthly paycheck. But this tactic actually doesn’t do too much, according to an analysis of 120 years of research on [.]. Read More.

Call Center 104

Call Center Contact center software Contact Center Management 104

CX Global Media

AUGUST 9, 2018

You just might need to face the fact that you are unable to move as fast as your customers want. But it might not be your fault. Your roadblock from assisting customers in accelerating down their customer journey just might be because your systems are dumb phone centric while your customer is smartphone centric. And that leaves you looking stupid. To jump from the old into the new, you need to disrupt your mindset on what your tech needs to do and how it does it – to what your customers re

Customer Support 149

Customer Support Contact Center Coaching APIs 149

Advertisement

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.

Nexmo

AUGUST 9, 2018

Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account. You will be using Gradle to manage your dependencies and run your […]. The post Receive a Call with Java appeared first on Nexmo.

APIs 91

APIs Accountability Management 91

Nexmo

AUGUST 9, 2018

Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account. You will be using Gradle to manage your dependencies and run your […]. The post Receive a Phone Call with Java appeared first on Nexmo.

APIs 86

APIs Accountability Management 86

Amity

AUGUST 9, 2018

Customer Success Managers are the superheroes of the SaaS world and face all kinds of challenges on a daily basis. How they overcome these challenges and keep customers successful is what sets apart a good CSM from an amazing one. So check out these tips to solve some of the most common CSM problems! 1. The CSM vs. Firefighting. As a CSM, you’re the guide to customers on their customer journey and you don’t want to let them down.

SaaS 71

SaaS Sales Management 71

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. In fact, you could even go so far as to say that AI can solve the chronic attrition rate plaguing omnichannel customer support departments in the United States. . Contact Center Attrition. In the U.S., call center turnover rates vary between 30 to 45 percent , well above the national average of 15.1 percent.

Contact Center 75

Contact Center Chatbots Employee engagement Customer Support 75

Playvox

AUGUST 9, 2018

As a call center manager, one of the most important parts of your job is providing feedback. Regular feedback helps agents improve their performance, stay on track to meet their goals and ensure that basic business outcomes are met.

Call Center 65

Call Center Feedback Management 65

Advertisement

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

Surveys

Etech GS

AUGUST 9, 2018

Today’s world is strangely divided when it comes to views and belief systems involving artificial intelligence. This is not a new thing, as new ideas have always been regarded with skepticism and distrust until they take hold in society. Even the first automobiles were thought of as little more than toys that would never gain a foothold in society. The first popular opinion, with reference to modern technology, is that artificial intelligence equals something out of a science fiction or Marvel m

Chatbots 65

Chatbots Technology 65

ForeSee

AUGUST 9, 2018

For over 16 years, ForeSee has partnered with agencies to help them measure, understand, and act on data to in order to transform the federal customer experience and achieve better. The post A-11 Requirements: An Opportunity for Federal Agencies to Delight Customers appeared first on ForeSee.

Customer Experience 61

Customer Experience Government 61

Russel Lolacher

AUGUST 9, 2018

? When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay tuned for a story of confused communication, hurtful hearing and a missing moment of time. This is the Customer Experience. The post CX Storytime Tale of The Time that Retail Forgot appeared first on The Upsell.

Upselling 54

Upselling Customer Experience 54

Fonolo

AUGUST 9, 2018

If you’re like me, you love to lose yourself in a good story. Whether they’re long or short, impactful books have a profound way of reaching readers on a deeply personal level. Inspiring the reader to escape into her own imagination, compelling stories bring much needed pauses in otherwise hectic lives – something we all appreciate. The personal gratification we experience from a good book applies to most any genre or style of novel: Self-help books, poetry anthologies, historical epics, and pro

Contact Center 52

Contact Center Customer Experience Personalization Customer Service 52

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.

Customer Experience

Cyara

AUGUST 9, 2018

Part of our work in the Domain Consulting team is advising Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In the first post of this series, I talked about putting in the guard rails with design-driven assurance, and in the second, about accelerating the delivery of value.

Best practices 52

Best practices Contact Center Consulting Consulting 52

Customer Experience Matters

AUGUST 9, 2018

In the report Propelling Experience Design Across An Organization, we examine how companies can best use a very important skill, experience design. This infographic provides an overview. Here are links to download different versions of the infographic: Infographic: in .jpg format 18? x 24? poster: in .png format Here are some of the reports with data included in the infographic: Propelling Experience Design Across The Organization 2018 Temkin Emotion Ratings State of CX Management, 2018.

Customer Experience 54

Customer Experience Management 54

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

Metrics 49

Metrics Airlines Customer Service Contact Center 49

Uniphore

AUGUST 9, 2018

Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now

Enterprise 53

Enterprise Government Banking Technology 53

Advertisement

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.

Self service

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

Metrics 49

Metrics Airlines Customer Service Contact Center 49

Russel Lolacher

AUGUST 9, 2018

?. When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay tuned for a story of confused communication, hurtful hearing and a missing moment of time. This is the Customer Experience Storytime tale of…. The Time that Retail Forgot.

Morale 48

Morale Customer Experience Management 48

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

Metrics 48

Metrics Customer Service Airlines Contact Center 48

Toister Performance Solutions

AUGUST 9, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Jeanne Bliss's new book would be a perfect addition to your company's customer experience book club. The format of Would You Do That To Your Mother lends itself well to discussion.

Advertising 48

Advertising Contact Center Customer Service Customer Experience 48

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!

Feedback

DMG Consulting

AUGUST 9, 2018

DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. 8/8/2018. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Interactive Voice Response 48

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. Let’s clear up the confusion and see how the UP! Your Service toolset adds clarity and power in the process.

Journey mapping 45

Journey mapping Customer centricity Customer Experience 45

plumvoice

AUGUST 9, 2018

To understand the issues related to alpha-numeric input and IVR, try to remember sending text messages before smartphones. Each number has letters associated with it and you’d have to press the 8-key three times to get the letter V in your message. Compared to what we can do with smartphones, this method seems archaic, time-consuming, Read More. The post Approaches to Effective Alpha-Numeric Input for your Voice Channel appeared first on Plum Voice.

Interactive Voice Response 44

Interactive Voice Response Technology 44

Bright Pattern

AUGUST 9, 2018

A growing trend, and a recent survey reports that 83% of customers go to a company’s website for information before using any other channel. And looking ahead, Gartner predicts that a customer will manage 85% of the relationship with an enterprise without interacting with a human.

Self service 42

Self service Enterprise Surveys Management 42

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

Journey mapping

Russel Lolacher

AUGUST 9, 2018

?. When is 10 minutes not 10 minutes? The concept of time can mean different things to different people. What happens when that very concept gets in the way between a customer and a retail company? Stay tuned for a story of confused communication, hurtful hearing and a missing moment of time. This is the Customer Experience Storytime tale of…. The Time that Retail Forgot.

Morale 40

Morale Customer Experience Management 40

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. Let’s clear up the confusion and see how the UP! Your Service toolset adds clarity and power in the process.

Journey mapping 40

Journey mapping Customer centricity Customer Experience 40

Connect First

AUGUST 9, 2018

There’s a first time for everything, unless it never happens.

Contact Center 40

Contact Center 40