CX Global Media

SEPTEMBER 21, 2018

7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. After all, if you are going to transform, your outcome must be to be more customer-centric. From this perspective, the contact center has the ability to pinpoint the needs of your customer better than any other part of your organization.

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Contact Center Customer centricity Coaching Call Center 291

TeamSupport

SEPTEMBER 21, 2018

It’s no secret that the customer experience (CX) has risen to the top priorities of most companies today. Businesses are putting a lot of effort into ensuring that their customers not only enjoy their experience with a company or service, but that they want to share that experience with others. One of the best ways to delight customers is to resolve questions and problems as quickly and seamlessly as possible.

Transportation 74

Transportation Healthcare Customer Support Self service 74

Beyond Philosophy

SEPTEMBER 21, 2018

We all want to sell more, so how do we do this? Are you using this powerful sales technique? The best organizations are, the worse, not so much. Learn what you should be doing. The post Are You Using this Powerful Sales Technique? appeared first on.

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Sales 236

Aspect

SEPTEMBER 21, 2018

Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest. So, what is driving the desire to offer more work from home opportunities for customer service agents?

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At home agents Coaching Gamification Metrics 78

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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.

Jive

SEPTEMBER 21, 2018

Your competition is going digital. Are you? During the past few years, digital transformation trends have gone mainstream. Early adopters have already snapped up these products and proven their value. So much so that 64 percent of companies agree that digital transformation is essential to driving profits. Now it’s time for other companies to either initiate or speed up their digital transformation process.

Big data 75

Big data Healthcare voip Analytics 75

SharpenCX

SEPTEMBER 21, 2018

For all the stories of gutted call centers and struggling service interactions, there’s still an awful lot of innovation coming out of the customer service industry. Technology designed to improve a decades-old problem of stagnant customer satisfaction has surfaced, and. Read More. The post What Are Bots? [Definition] appeared first on Sharpen Contact Center Software.

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Contact center software Contact Center Call Center Technology 52

Uniphore

SEPTEMBER 21, 2018

Turning RPA Hype into Full-Blown Reality. Today, along with recent technological advancements in machine learning (ML), artificial intelligence (AI), and big data, Robotic Process Automation has become well known to businesses of all sizes. Indeed, the word has spread of this revolutionary technology. A technology that can automate up to 80% of software application processes in both the front and back office, thus reducing the costs of existing manual operations by 25% to 40% (or more) without c

Big data 53

Big data Technology 53

Monet Software

SEPTEMBER 21, 2018

“Performance management” is something of a catch-all term that incorporates a wide range of management aspects, from planning to developing agent skills, to evaluating performance based on metrics and making adjustments accordingly. It’s an essential process, and it can be a difficult one without software that tracks and analyzes the performance levels of your contact center team.

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Average Handle Time First call resolution Contact Center Metrics 48

Influitive

SEPTEMBER 21, 2018

Don Peppers, best-selling author of the book Customer Experience: What, How and Why Now, believes that like friendship, customer advocacy is priceless. Don is an inductee in the Data & Marketing Association Hall of Fame, and holds the title as SatMetrix’s “world’s most authoritative expert on customer experience” for 2015. So, he definitely knows a.

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Customer advocacy Marketing Customer Experience Personalization 49

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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

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Monet Software

SEPTEMBER 21, 2018

Just a few months after receiving an award as one of the industry’s most innovative call center solutions, we’re pleased to announce that Monet WFO has been named a Communications Solutions Product of the Year by TMC, the publisher of Cloud Computing magazine. “Congratulations to Monet Software for being honored with this award,” said Rich Tehrani, CEO, TMC.

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call center solutions Call Center Metrics Marketing 48

ChurnZero

SEPTEMBER 21, 2018

Churn Monster #4: The Victim. It’s monster time again! Today we are going to take a look at our fourth churn monster – the victim. This is one of the worst churn risks out there, because the customer isn’t actually doing anything wrong, but they are still being affected in a negative way, which increases their likelihood to churn. A victim is a customer who is attempting to use your product to help them achieve a goal, however they are either running into a poor user experience and/or product is

Accountability 45

Accountability Feedback Customer retention Surveys 45

Monet Software

SEPTEMBER 21, 2018

What makes workforce optimization such an effective call center solution is how all-encompassing it can be. There are so many moving parts that must be harnessed to deliver a favorable customer experience, but according to several industry analysts there are three that emerge as the most significant – the actual work that needs to be done at the call center, the people charged with that responsibility, and the processes put in place to help them achieve the goals of the business.

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call center solutions Call Center Analytics Management 48

iCiDIGITAL

SEPTEMBER 21, 2018

It is estimated that by 2020, 85% of all customer interactions will be driven by intelligent machines that are able to mimic human functions. If you’re a business owner trying to imagine how Artificial Intelligence (AI) can benefit your business you are not alone. Regardless of the business size, AI can help improve your current business tactics. A few ways AI can make an immediate impact is by analyzing your overall customer experience, enhancing your team’s efficiency, and cutting down on your

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Sales Marketing Technology Personalization 45

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

Omnicus

SEPTEMBER 21, 2018

A Contrarian’s Guide to Avoiding Innovation and Growth.

Customer Experience 69

Customer Experience 69

Hero Digital

SEPTEMBER 21, 2018

Emerging trends. Thought leadership. Customer experience. Just a few reasons why Hero Digital is excited to be a gold sponsor at Sitecore Symposium this year. Each year this conference attracts leaders in marketing, business development, and IT – all who share a burning desire to take their customer experience journeys to unimaginable new heights.

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Wireless Engineering Analytics Marketing 41

Unymira

SEPTEMBER 21, 2018

In the past decade Millenials have overtaken baby boomers as the demographic group with the largest buying power. Today Millenials number around 80 million and have a combined buying power of about 200 billion dollars.

Customer Service 40

Customer Service Self service Customer Experience 40

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Who would have thought that in 2018, with all the technological evolutions we have already lived through in the past 10-15 years, from Cloud Computing, Smartphones, Social Media, Drones, Big Data, Virtual Reality(VR), Artificial Intelligence (AI) and the Internet Of Things (IoT),

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

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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.

Self service

LiveChat

SEPTEMBER 21, 2018

Aaaah, the holiday season. What a lovely time of the year! The shopping experience starts even before you even set foot in a store. You spend hours fighting with others shoppers, trying to find a parking spot. When you finally reach the mall, you spend more time looking for free walking space than looking for gifts. All that, with the accompaniment of way-too-cheerful music and children screams.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

Monet Software

SEPTEMBER 21, 2018

If improving agent productivity is one of your goals this year, the most important step you can take toward its achievement is the addition of a workforce optimization (WFO) solution. WFO provides insight into customer interactions and service levels, delivering the data necessary to make important decisions about optimal management of personnel. However, as with any other solution, it works best if you use it correctly.

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Contact Center Quality management Enterprise Call Center 48