Thu.Nov 08, 2018

How Listening to Customer Impacts Your Bottom Line


We recently published The CallMiner Index: Consumer Switching By Sector, The Reasons and The Impact of Call Centers and are hosting a webinar on November 13th to discuss the numerous findings.

Plan and Measure = Pleasure

Contact Center Pipeline

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think I have a PLAN to accomplish this mission. Planning is essential to business in general and to contact centers in particular.

This Holiday Season will Belong to the Creative Contact Center Staffers


The U.S. Job market is on fire! Recently released data shows the unemployment rate is 3.7% , the lowest it’s been since 1969 when a good chunk of our population was removed from the work force in order to fight the war in Vietnam.

Seven Key Strategic Questions Critical to CX That You Must Answer

Beyond Philosophy

I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. There is a lot of Customer Experience activity happening there. Rami Sweis, the CEO of GolfCX invited me to speak at the conference.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

6 Most Popular Customer Experience Metrics and KPIs Explained Simply


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Tips for Midsize Companies to Win the Cloud Customer Service Game

Bright Pattern

Customers want effortless, personal customer service across all channels including digital channels like in-app and social messengers , but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience.

3 Crucial Steps to Achieving Monitoring Success in a Complex IT Environment


Monitoring has proven to be one of the more difficult components of IT for many years, perhaps because we make too many assumptions about how monitoring works and what the monitoring tools we use can actually do.

How To Get Started With AI-Powered Customer Service Automation

DigitalGenius Blog

The age of AI-powered customer service automation is upon us.

Webinar Recap: Artificial Intelligence in Cloud-Based Solutions


With the advent of things like chatbots, artificial intelligence (AI), interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. These advances often fuel the fear that automation will someday replace humans.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Did You Hear? We’re Still Hiring!


A few weeks ago, we launched Alorica’s first “National Recruiting Day” to support filling 26,000 open positions in North America across more than 70 sites in the United States and Canada. We even received support from local media at sites in El Paso, Texas; Joplin, Mo.; Owensboro, Ky.; Saraland, Ala.;


Which should come first, leadership or technical skills?

Toister Performance Solutions

Note: This post originally appeared on LinkedIn. This question came up during a recent conversation with senior training leaders. If you are developing a leader, should you first focus on growing their leadership or their technical skills?

Contact Center Trends to Watch in 2019


Back to Basics Edition Today’s tech-enabled contact center thrives on connectivity served up with a side of engagement. Engagement” is one of those words that’s quickly earned a slot on your contact center’s Buzzword Bingo card. It’s corporate psychology that’s. Read More.

5 Benefits of Adaptive Routing You Should Definitely Know About


Adaptive routing (AR) is an algorithm technology that continually tests the best routes among all its carrier partners for the deliverability of SMS, voice, and other communications.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Blueworx Releases Voice Response 7.9


Delivering enhancements to protect every customer interaction Tulsa, Oklahoma – Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver efficient, scalable, and reliable voice technologies, announced […]. The post Blueworx Releases Voice Response 7.9 appeared first on Blueworx. News Blueworx Voice Response 7.9 IBM Voice Gateway Linux PCI PCI compliance

Traits of Successful Customer Advocacy Initiatives

Brad Cleveland

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

Customer Service In The Digital Age


Roy Atkinson makes any short list of leading service and support industry influencers. His specialty is exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. Roy took a few minutes to update us on his latest thoughts on how best to serve customers in today’s digital… The post Customer Service In The Digital Age appeared first on AVOXI. Other Virtual Numbers

Top types of customer communication channels


Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. And customers themselves may be vocal about the need for new channels to be added.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

7 Common Manufacturing Challenges (And How Communication Can Solve Them)


Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020.

5 Ways Auto Dialer Can Make Contact Strategies Smarter


In a call center, auto dialer is no less than a lifesaver from the redundant manual process of dialing. But, its benefits range beyond just saving time. An auto dialer is the base of contact strategy which not just automates the call center dialing process but rather brings logic to your contact strategy. In addition […]. The post 5 Ways Auto Dialer Can Make Contact Strategies Smarter appeared first on Ameyo. Auto Dialer Call Center Dialer

My November Newsletter is Out

Jon Arnold

Just a quick shout-out, but if you’re a subscriber, you already have it. For everyone else, if you like what I do, and want to better understand how I support my clients, you’ll want to subscribe. Here’s the link , and you’ll have it in no time.

Employee Experience Comes First

CX Journey

Image courtesy of Worthix There should be no doubt: companies must recognize that employees come first. I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

8 sensational ways to rank higher in Google


Ranking high in Google search is still one of the best ways to attract unpaid traffic to your website. According to Moz the google algorithm gets updated around 500-600 times per year and there are more than 200 well-known ranking factors that can influence your business’s ranking position