Sat.Oct 20, 2018

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RapportBoost’s CEO, Jenny Craig USA’s Director of North America’s Sales Center, to co-present Mitel-Sponsored Webinar on turning contact centers into profit centers Oct. 23

RapportBoost

– Event, hosted by Customer Service Experience and sponsored by Mitel, designed to demonstrate the vision and leadership of Jenny Craig’s corporate contact center and how live chat innovation drives financial and cultural success at one of nation’s most respected health, wellness brands – Tony Medrano, CEO of RapportBoost , the leading provider of augmented intelligence solutions to contact centers using live chat for conversational selling , along with Heidi Rote, Director of the

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Your Customers Are Talking, But Are You Listening?

Call Journey

Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. This post was co-authored by Juergen Tolksdorf, Director of Innovations Group at Genesys. It was originally published on Genesys blog. Contact centers have been recording conversations for decades as part of either regulatory obligations or future reference for service-related clarification.

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UPLIFTING SERVICE book in all formats on Amazon.com

Up Your Service

New York Times bestselling book, “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet” is now in hard copy, Kindle ebook, and Audible audiobook on Amazon.com. Hardcover. Kindle. Audible (audiobook). And get the complimentary “Reader’s Discussion Guide” for use with your leadership team, management team, or book club.

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Call Journey and Genesys Partnership

Call Journey

Call Journey and Genesys partner up to transform customer experience with conversation analytics. A new partnership between Call Journey and Genesys is set to revolutionise the way businesses gather and assess insights from call recordings. The partnership allows customers of Genesys to access Call Journey’s powerful speech analytics engine – Emotive Voice Streams (EVS) via the newly opened AppFoundry platform.

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The 2023 Verint Experience Index: Retail

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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Importance of Scalability in the Contact Center

Fenero

To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain. There are unpredictable spikes in the contact center that causes longer holder times which can result in negative customer service experiences. Longer hold times can also impact sales depending on the line of business or campaigns you are running.

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Learning Great Customer Service Habits From Nordstrom, Zappos, And Virgin

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). If you invest the time now to establish the essential habits of customer service excellence at your company, you can later sit back and, to a large extent, watch your business drive itself.

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AVDS & Call Journey Partner Up to Supercharge Business Performance Using Customer Insights

Call Journey

Houston, TX, July 26, 2018: AVDS (Automated Voice & Data Solutions), a leader in contact center communications solutions, announced today its partnership with Call Journey, a leading pioneer in conversation analytics technology. The combination of AVDS expertise in delivering enterprise voice solutions, and Call Journey’s market-leading speech analytics technology, will help organizations improve episodes across the customer journey, automate business processes and strengthen risk & comp