UJET
JUNE 4, 2019
According to research from GfK MRI , 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.
TechSee
JUNE 4, 2019
Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.
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Advantage Communications
JUNE 4, 2019
Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe. That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce.
ShepHyken
JUNE 4, 2019
Social Media and the Customer Journey. Human Connections Through a Digital Platform. Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers.
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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
JUNE 4, 2019
We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. Our June issue includes several articles that discuss how to help our agents to […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
JUNE 4, 2019
For many business executives trying to figure out how they can improve their team’s productivity, gamification may offer a viable solution. The term “gamification” may be familiar to many of you, yet you still may be unclear on what it exactly is and how you can incorporate it into your business’s activities. So, let’s start … Gamification: How It Can Help Your Customers and Employees Read More ».
Chip Bell
JUNE 4, 2019
When I was a young boy, I imagined I was Wild Bill Hickock a lot of the time…or sometimes I was Hopalong Cassidy. We watched the great cowboys on black and white television and then rushed to the back yard to replicate their antics. I now live on the 13 th hole of a PGA golf course designed by Jack Nicholas about an hour from the Augusta National golf course.
Avaya
JUNE 4, 2019
Over 90% of companies agree that artificial intelligence (AI) is one of the most important technologies for 2019, according to research firm Vanson Bourne. So, how can AI be implemented to deliver more intelligent experiences and drive new efficiency gains? The research shows that most organizations consider customer communications, predicting customer behavior, and CRM as being among their top three most beneficial use cases of AI.
Answer Dash
JUNE 4, 2019
Predictive analytics have given way to a new data economy. The idea of computerized decision making, however, is far from new. The term “artificial intelligence” was first introduced at a conference at Dartmouth College in 1956, and since then, we have seen the manifestations of computerized decision-making in our lives to varying degrees of sophistication.
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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
Nicereply
JUNE 4, 2019
Take control of the situation by understanding where your feelings are coming from, focusing on your reactions, being kind, and seeking help. For the most part, your job is great. You enjoy the work you do and you feel like you contribute value most days. But there’s one coworker who really gets under your skin, and you really struggle to get along with them.
24-7 InTouch
JUNE 4, 2019
We’re in “ The Age of the Customer ”, meaning that the customer is in charge of the way brands make strategic business decisions. This balance of power is forcing companies to put their CX strategies under a microscope.
SharpenCX
JUNE 4, 2019
It’s 3:51 p.m. on a Wednesday, and you’re staring at the clock, waiting for those next nine minutes to slowly tick by. You’re in the middle of an hour-long meeting that your manager could’ve easily summed up in a two-paragraph. Read More. The post How to Map Out a Team Meeting for a More Effective Contact Center and Better Team Engagement appeared first on Sharpen Contact Center Software.
Totango
JUNE 4, 2019
All spring the Totango product team has been working hard on building features that make it easier than ever to get data into Spark, and once it’s in, keep it safe. You’ve seen this with new features like Integration Hub Execution Reporting (which we’ve expanded on in this release), and enhancements like read-only attribute settings and new Minio integration.
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.
Jive
JUNE 4, 2019
VoIP phones are a modern solution that addresses prevalent business communication and collaboration problems in the workplace. Despite these notable advantages, the adoption rate of VoIP and cloud-based telephony is expected to rise in the coming years. While that’s a significant jump from reported statistics from just a few years ago, it does illustrate that a great number of businesses are opting to stick to inefficient legacy systems.
Hero Digital
JUNE 4, 2019
When organizations undergo external digital transformation, they also need to shift their mindset from statements of “we want” or “we think” to “our customers need.” Customer-first experiences stand out because they are built for the user – to order food delivery, a car ride, and a last minute Mother’s day gift with free 2-day shipping – intuitively, quickly, and with just a fingertip.
Voiance
JUNE 4, 2019
In our last post , we covered the substantial language skills and ability for listening and recall it takes to serve as a professional, qualified interpreter.
Ameyo
JUNE 4, 2019
Debt Collections are always tricky. Debt recovery agencies have to be cautious to not to invade the personal space of payees and at the same time need to send frequent follow-ups reminders. There are multiple media sources that are used in debt collection software to communicate with late payers like emails, calls or SMS. But … How to Boost Collection Rate with Instant Messaging?
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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.
Customer Experience Matters
JUNE 4, 2019
I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often requires large-scale change. I’m now just saying: Stop focusing so much on it. Instead of trying to gain full alignment before you begin, build it over time in an iterative manner that I’m calling Agile Alignment.
Etech GS
JUNE 4, 2019
Born between 1981 and 1996 , the Millennial generation is a powerhouse in today’s workplace. It is estimated that by the year 2020, 50% of the workforce will be made up of millennials. This generation displays an intrinsic knowledge and trust of technology, a consistent work ethic and a commitment to excellence in standards and practices. To fully engage these employees, companies must not only honor what millennials bring to the table but also be honorable themselves.
Education Services Group
JUNE 4, 2019
Fact: keeping customers is more cost effective than adding new ones. The numbers vary depending on industry, time scale, and who you ask, but the consensus is that it’s five to ten times more expensive to acquire a new customer than it is to retain an existing one. Furthermore, existing customers are more likely to become advocates for your brand to help attract new customers, more likely to spend on new products, and more likely to spend more on cross-sells and upsells.
Guru
JUNE 4, 2019
When you’re working hard to get prospects on the phone, you need to be able to schedule a meeting without thinking twice. Sending back-and-forth emails to try to sync up is a burden on your prospects — and another opportunity for your prospect to drop out of the conversation and lose interest.
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!
Toister Performance Solutions
JUNE 4, 2019
Paul was feeling pretty good about his new incentive program. He had devised a game for the cashiers he managed where the cashiers on each shift were placed on teams. Throughout the month, he would randomly select cashiers to observe using the same criteria that the company's mystery shoppers used. The cashier's mystery shopping score would be added to their team's total, and the team with the highest score at the end of month would receive a bonus.
Nuance
JUNE 4, 2019
For decades, Nuance has led the charge towards conversational AI with our voice and language innovations. We began this long journey with the introduction of Dragon speech recognition, the first software system that intelligently transcribed words into text. Today, while we don’t anticipate our solutions will completely replace manual documentation processes, they can certainly help […] The post What’s your documentation problem?
ConvergeOne
JUNE 4, 2019
As a business, the way that you connect and communicate both internally and with customers is key to your success. Providing a seamless user experience is often the first step to building the relationships that matter, which means that your business must be underpinned by a strong network that fosters the development of these connections.
TLC Associates
JUNE 4, 2019
As a society, we’ve embraced a digital existence, but not all businesses have made the full transition. For example, though brands now accept social media customer service as a means of engaging customers, they often fail to approach their overall CX from a digital mindset. Adapting to this framework not only helps businesses to better address their customers but also boost satisfaction scores and improve sales.
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
Working Solutions
JUNE 4, 2019
The shift to digital communications over the past few decades has changed the way businesses communicate. And thanks to its ability to accommodate an omnichannel approach to customer care in addition to servicing traditional inbound calls, the virtual contact center has become a key way for companies to keep up with this historic shift. Yet […].
Squelch
JUNE 4, 2019
As we continue our series exploring Influential Women in CX , we had the pleasure of sitting down with Mary Poppen, Chief Customer Officer at Glint and 2018 Top Customer Success Influencer. Given the instrumental role Mary has played in the customer success industry from the very beginning, we were excited to hear her thoughts on its evolution and the impact success can have throughout the organization.
VirtualPBX
JUNE 4, 2019
Businesses don’t want limitations placed on them. They want growth; unlimited reach. This is why, with our new VirtualPBX Essentials phone plan, businesses can switch to VoIP and get unlimited calling. Essentials takes aim at small and midsize businesses with its plan features, including unlimited phone calls and digital faxing, alongside all other VirtualPBX standard features.
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