Contact Center Pipeline
SEPTEMBER 7, 2017
Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How about retaining existing customers? Are your traditional methods keeping up with customer needs and changing demographics? Proactive engagement is proven to not only improve new sales closure rates but to also […].
Callminer
SEPTEMBER 7, 2017
Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights. . Average speed of answer is one of the most important metrics for call centers to measure.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Toister Performance Solutions
SEPTEMBER 7, 2017
A Customer Service Tip of the Week subscriber recently wrote to ask for some advice. She explained that production problems at her company were delaying deliveries. Her customers were understandably upset and she wondered what could be done to help them feel better. Here's the advice I shared. Communicate Responsively The first step is to keep customers informed.
Uniphore
SEPTEMBER 7, 2017
Delivering exceptional customer experience is the holy grail of modern business, but like King Arthur’s knights, you are unlikely to find what you seek without an effective map. Read More.
Advertisement
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.
Fonolo
SEPTEMBER 7, 2017
Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand. And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
SEPTEMBER 7, 2017
You don’t really have a business until you have reached the holy grail of entrepreneurship: Product/Market Fit. Product/Market Fit, or the point at which your product can effectively satisfy a strong market demand, is the sign you’ve launched a successful venture and are on track to raising the funds you’ll need to scale both the product and the company.
NICE inContact
SEPTEMBER 7, 2017
Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related.
Nexmo
SEPTEMBER 7, 2017
Every bot developer must contend with the limitations that are inherent in such a relatively new technology. But innovators always find a way to transcend tech limitations and build something remarkable. I asked Microsoft Technical Evangelist Martin Beeby and CTO/Co-Founder of Opearlo Oscar Merry to share examples of great use cases they’ve encountered or built for […].
Amity
SEPTEMBER 7, 2017
You don’t really have a business until you have reached the holy grail of entrepreneurship: Product/Market Fit. Product/Market Fit, or the point at which your product can effectively satisfy a strong market demand, is the sign you’ve launched a successful venture and are on track to raising the funds you’ll need to scale both the product and the company.
Advertisement
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
Topdown
SEPTEMBER 7, 2017
Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) made some predictions about customer communications management (CCM) in The Future of CCM: Communications-As-A-Service. The report sheds light on strategic choices for enterprise architects struggling to figure out how CCM fits in an increasingly cloud-centric, multi-platform digital experience technology landscape.
NICE inContact
SEPTEMBER 7, 2017
Did you know that the first text message ever was sent on Dec. 3, 1992? It simply read: “Merry Christmas”. Finnish engineer Matti Makkonen had first conceived of the idea back in 1984. Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related.
Nexmo
SEPTEMBER 7, 2017
Every bot developer must contend with the limitations that are inherent in such a relatively new technology. But innovators always find a way to transcend tech limitations and build something remarkable. I asked Microsoft Technical Evangelist Martin Beeby and CTO/Co-Founder of Opearlo Oscar Merry to share examples of great use cases they’ve encountered or built for […].
Brad Cleveland Blog
SEPTEMBER 7, 2017
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.
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.
Talkdesk
SEPTEMBER 7, 2017
The 2017 Talkdesk Road Show is off to NYC ! With the customer service industry growing and changing so quickly these days, it’s important to stay on top of the latest trends. Come join us on Sept 12th to hear from our incredible speakers. They will be discussing how to use the latest technologies to improve customer interactions so that they are smoother, happier and reduce the cost that has been associated with contact centers in the past.
Clarabridge
SEPTEMBER 7, 2017
This blog post is part 3 of our Debunking Natural Language Processing (NLP) series. Throughout this series, Ellen will highlight several features that help Clarabridge users go beyond simple topic analysis. This series will show you how new types of analysis aren’t so farfetched after all! When we think of grammar, some of us are still haunted by nightmarish flashbacks of diagramming sentences in middle school.
CX Journey
SEPTEMBER 7, 2017
Image courtesy of Pixabay Do you know the top three secrets of VoC success? Strong Voice of the Customer (VoC) programs are a foundational element for any CX transformation. Transformations grounded in customer understanding lead to better outcomes for the business and for the customer. And so it was on that premise that I compiled the three secrets of VoC success for a recent CMSWire.com webinar, in advance of my keynote at DX Summit in Chicago this November.
Arbeit
SEPTEMBER 7, 2017
Learn from a legend and improve your debt collection skills!
Advertisement
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.
Brad Cleveland Blog
SEPTEMBER 7, 2017
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want … Continue reading → The post Adherence to Schedule Tips appeared first on Brad Cleveland.
Verint
SEPTEMBER 7, 2017
Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. Customer conferences provide a wealth of opportunities for companies to build long-lasting relationships with customers, but exciting keynote speakers and relevant breakout sessions aren’t the only ingredients for success. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing
Brad Cleveland Blog
SEPTEMBER 7, 2017
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.
Comm100
SEPTEMBER 7, 2017
Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. These live chat interview questions and answers will help you get to know your prospective agents, and decide if they are the best match for your company.
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!
Up Your Service
SEPTEMBER 7, 2017
The nature of work keeps changing. And it’s determining who wins and who loses. Mass production defined work in the 20th century. Jobs became a well-defined set of tasks organized into a scalable working structure. Even now we continue to improve the quality and efficiency of our work by precisely measuring, regrouping, and even eliminating jobs. Work involves two underlying interactions – making and responding to requests.
Avaya
SEPTEMBER 7, 2017
Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone would be hitting the U.S. market soon. Social media platforms like Snapchat and Instagram wouldn’t be released until three or four years later. At the time, sophisticated interaction channels like social media, web chat and presence were available to enhance the CX.
LiveChat
SEPTEMBER 7, 2017
Does using images on your site really boost conversion? Short answer — YES, it does. But there’s more to this story than meets the eye. For one, it’s not enough to slap pretty pictures on your site if they’re only around for decoration. According to eye–tracking studies by the Nielsen-Norman Group, “users pay close attention to photos and other images that contain relevant information but ignore fluffy pictures used to ‘jazz up’ web pages.”.
Expert insights. Personalized for you.
208 
Let's personalize your content