Callminer
NOVEMBER 8, 2018
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. In addition we will discuss how listening to your customers and using speech analytics can impact customer loyalty and your company’s bottom line. And this bottom line is adding up!
Contact Center Pipeline
NOVEMBER 8, 2018
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. While I believe that metrics and measurements are firmly entrenched […].
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NICE inContact
NOVEMBER 8, 2018
Wow! 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. There are currently more job openings than there are people looking for jobs ( 7M vs 6M ). That’s terrific news for workers, but contact centers planning to staff up for the holiday season must be sweating a little.
Beyond Philosophy
NOVEMBER 8, 2018
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. He explained on a recent podcast the reason improving Customer Experience is such a hot trend in the Middle East has been the liberalization of markets there.
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Call Center Weekly
NOVEMBER 8, 2018
By Ron Rhodes October 24, 1929 was a Thursday. The weather was partly cloudy, chilly, with a daytime high of about 49 degrees Fahrenheit, cool for that time of year. People began their day like any other, breakfast, news reports, perhaps even morning prayers. Many headed to work that day with cheer and positive anticipation, certain of the good things to come.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Alorica
NOVEMBER 8, 2018
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.; and St. Joseph, Mo. And while we had great turnout, we still have 10,000 career opportunities to.
SharpenCX
NOVEMBER 8, 2018
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. The post Contact Center Trends to Watch in 2019 appeared first on Sharpen Contact Center Software.
Nexmo
NOVEMBER 8, 2018
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. AR is the comms version of technology like Waze, which informs commuters of heavy traffic on a usual route and provides an alternate route with less congestion. It’s […].
Salmat
NOVEMBER 8, 2018
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.
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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
Toister Performance Solutions
NOVEMBER 8, 2018
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? It's also a challenge that I often hear from Customer Service Tip of the Week subscribers, many of whom are customer service leaders, both experienced and aspiring.
Avoxi
NOVEMBER 8, 2018
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.
Guru
NOVEMBER 8, 2018
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. To dissect the hype and explore the real opportunities around AI, I teamed up with Customer Contact Central to discuss AI in cloud-based solutions.
Answer Dash
NOVEMBER 8, 2018
You’ve done your homework and you realize that your website or web app needs a better way to help your customers help themselves. You are thinking that now is the time to leverage artificial intelligence (AI) to predict their questions and answer them on-the-spot without having to rely on a human support rep. And now is a better time than ever to get started.
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.
West
NOVEMBER 8, 2018
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. Still, that doesn’t mean there’s a lack of modern manufacturing challenges. The Blog 7 Common Manufacturing Challenges (And How Communication Can Solve Them) appeared first on West Corporation.
DigitalGenius Blog
NOVEMBER 8, 2018
The age of AI-powered customer service automation is upon us. Research analysts Gartner predict that by 2020, a mere 15% of customer interactions will be fully handled by humans , which points to a sea change in how we support the customers who reach out to us with questions about our services and products.
Comm100
NOVEMBER 8, 2018
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.
Bright Pattern
NOVEMBER 8, 2018
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. Forrester’s 2015–2018 contact center report stated that customer experience is no longer improving despite improvement and innovation with vendor technology.
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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.
ConvergeOne
NOVEMBER 8, 2018
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. We’ve all been mesmerized by demos at trade shows that boldly claim to have finally “cracked the code”! Unfortunately, after we purchase the tool, take it home, and install it, we begin the long, winding road to disappointment when it doesn’t do what we thought it would do.
Jon Arnold
NOVEMBER 8, 2018
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. As a teaser, the content is exclusive for subscribers, and that includes my podcast, which I do with my colleague, Chris Fine.
Maru Group
NOVEMBER 8, 2018
It comes as no shock that price is the biggest driver when it comes to utility decision-making. According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. Competition in the energy sector is fierce – a record number of customers switched suppliers in 2017 according to Energy UK. Opportunity for growth.
Ameyo
NOVEMBER 8, 2018
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.
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!
Maru Group
NOVEMBER 8, 2018
It comes as no shock that price is the biggest driver when it comes to utility decision-making. According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. Competition in the energy sector is fierce – a record number of customers switched suppliers in 2017 according to Energy UK. Opportunity for growth.
CSM Magazine
NOVEMBER 8, 2018
Carl Grieves, Managing Director at Silverbear looks at the latest digital trends in the membership sector. Memberwise’s yearly Digital Excellence research summary report has become the annual barometer for the membership sector; an indicator of how the sector has evolved, where it currently sits (for good and bad) and, perhaps most importantly, where it is heading.
Maru Group
NOVEMBER 8, 2018
It comes as no shock that price is the biggest driver when it comes to utility decision-making. According to Maru/edr , 87% of consumers cite price as one of the main factors when choosing an energy supplier for their home. Competition in the energy sector is fierce – a record number of customers switched suppliers in 2017 according to Energy UK. Opportunity for growth.
CX Journey
NOVEMBER 8, 2018
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. Focusing on employees and making sure they have a great experience is something that I've been talking to clients and prospects about for the last 26 years.
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
Language I/O
NOVEMBER 8, 2018
Multilingual customer support provider, Language I/O among Wyoming cybersecurity winners.
Clarabridge
NOVEMBER 8, 2018
Welcome to WordPress. This is your first post. Edit or delete it, then start writing!
Playvox
NOVEMBER 8, 2018
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