Contact Center Pipeline
DECEMBER 19, 2019
Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the company, customers or agents. The unrealized potential of data has never been more urgent than it is right now, as centers focus on the customer experience and agent experience and the […].
CrazyCall
DECEMBER 19, 2019
In this day and age, companies implement all sorts of tactics to leverage their offerings above the competition. However, as elaborate as some of them seem, it’s really not all that complicated. When you boil down any business with great reviews, it’ll naturally reduce and separate into three simple categories: marketing, sales, and customer service.
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kommunicate
DECEMBER 19, 2019
Bounce rate refers to the percentage of visitors who enter the website and leave without interacting with the content on the page or exploring the website any further. In other words, a number of people who navigate away after viewing just one page on your website. A high bounce rate is obviously a bad sign [.]. The post Improve Bounce Rates Using Chatbots appeared first on Kommunicate Blog.
Etech
DECEMBER 19, 2019
In 2017, cyberattack incidents cost companies, consumers, and governments around the world $600 billion. If this figure sounds unsustainably high, consider that projections show it will only continue to rise. Forbes estimates that it will reach $2 trillion by this year. In the past, cybercrime was a problem reserved for more substantial, wealthier companies with money and consumer data to attract hackers.
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InGenius
DECEMBER 19, 2019
With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. From the small moments to the landmark events, the thread that joined them all was our clear and unwavering focus on helping our customers do more, coupled with a commitment to innovation and transformation to lay the groundwork for future success.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
DECEMBER 19, 2019
As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. Most were penned by members of our leadership team. Here they are, in order of popularity. 1. Quality Monitoring. 10 Call Center Quality Monitoring Best Practices for Process Improvement.
Customers That Stick
DECEMBER 19, 2019
In this One Win Book Review, we take a look at The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt. Check out the video below to hear Adam’s one win that you can take away from The Goal: A Process of Ongoing Improvement to improve your organization’s customer experience and customer service. [link]. About The Goal: A Process of Ongoing Improvement.
Ameyo
DECEMBER 19, 2019
The aim of any business is to acquire more customers and deliver exceptional customer service. But, without a sound strategy and technological transformation, your business will hit a dead-end and there’s no turning back once you start losing your customers to the competition! Now is the time for businesses to adopt new technologies because 2020 … Contact Center Technology Trends That Will Boom In 2020 Read More » The post Contact Center Technology Trends That Will Boom In 2020 appear
Monet Software
DECEMBER 19, 2019
How to enjoy faster, headache-free budgeting with AI-powered workforce management software. It’s that time of year again. No, not the holidays—the deadline for the 2020 annual call center budget ! Contact center managers are putting the pieces together to get a full picture of their future resource needs. Budgeting is one of the most challenging tasks in the call center, and managers can be forgiven for developing a gut-level hatred of spreadsheets.
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.
Infinity
DECEMBER 19, 2019
2019 saw the introduction of our award-winning new blog series “In Conversation with Infinity”, and as another Christmas treat to our readers, we’ve hand-picked the top of the blogs. Each guest’s interviews were jam-packed with thoughtful insights, but we’ve collected what we think were the most crucial points, and rounded them up in quick fire succession.
Totango
DECEMBER 19, 2019
Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value. Thanks to the digitization of business, your customers have more choices than ever before.
Answer Dash
DECEMBER 19, 2019
Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.
ClearAction
DECEMBER 19, 2019
Lorsque l’un de leurs proches décède, de plus en plus de familles choisissent la crémation plutôt que l’inhumation. Bien que répandue, cette pratique reste encore mystérieuse aux yeux des proches, qui n’osent pas toujours demander ce qu’il se passe au sein d’un crématorium. Pour éclairer les familles et lever les derniers tabous sur cette pratique souvent plus économique qu’un enterrement, nous vous expliquons le déroulement d’une crémation.
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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.
Etech
DECEMBER 19, 2019
In 2017, cyberattack incidents cost companies, consumers, and governments around the world $600 billion. If this figure sounds unsustainably high, consider that projections show it will only continue to rise. Forbes estimates that it will reach $2 trillion by this year. In the past, cybercrime was a problem reserved for more substantial, wealthier companies with money and consumer data to attract hackers.
TRUSTID
DECEMBER 19, 2019
We spend a lot of time, resources and money fighting fraud. Keeping up with evolving criminal tactics is a top priority for any company. While we’re constantly focused on what the bad guys are up to, what can get lost is how secure our customer channels are at any given time. The recent article, “Biggest data breaches in 2019: Same mistakes, different year,” highlights some of the most notable hacks of the year.
Connecting the Dots
DECEMBER 19, 2019
CCMC ~. How to Save the Customer from Him or Herself. Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. The problem – NO ONE READS ANYTHING! What to do? Avoiding Customer Rage. Warn customers through multiple channels about the most common mistakes and erroneous expectations you are aware of.
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!
Ameyo
DECEMBER 19, 2019
The aim of any business is to acquire more customers and deliver exceptional customer service. But, without a sound strategy and technological transformation, your business will hit a dead-end and there’s no turning back once you start losing your customers to the competition! Now is the time for businesses to adopt new technologies because 2020 … Contact Center Technology Trends That Will Boom In 2020 Read More » The post Contact Center Technology Trends That Will Boom In 2020 appear
Waterfield Technologies
DECEMBER 19, 2019
Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they […]. The post Supply Relevant, Personalized Information with Outbound Notifications appeared first on Waterfield Technologies.
FluentStream
DECEMBER 19, 2019
What is a Notification Workflow? Great question, Brady! Notification Workflows is a highly customizable feature that sends a notification, or series of notifications, whenever a specific event takes place on your phone system. It basically boils down to “When _. Read More.
CallSource Insights
DECEMBER 19, 2019
CallSource’s resource center, named “Your Source,” offers up handy guides, tip sheets, checklists, and more. Call Source is pleased to announce Your Source. As a customer-centric organization, CallSource always strives to deliver the best and most valuable content to our clients, and has extended that same approach to any other consumers who could benefit from these assets as well.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Waterfield Technologies
DECEMBER 19, 2019
Offering the best possible customer experience requires more than staffing a contact center and waiting for calls to arrive. Increasingly, customers expect to be contacted proactively with the information they […]. The post Deliver Relevant, Personalized Information with Outbound Notifications appeared first on Waterfield Technologies.
Nuance
DECEMBER 19, 2019
Deep learning based approaches have recently made great strides in automating some types of medical image analysis. Despite some hype about deep learning algorithms replacing radiologists, it is most likely that deep learning algorithms will become sophisticated tools for radiologists, assisting and complementing their expertise. AI based approaches may assist by improving workflow efficiency, providing […] The post DeepAAA: Detecting Aortic Aneurysms with Deep appeared first on What’s nex
CSM Magazine
DECEMBER 19, 2019
Car advertising long relied upon a few simple points to bolster a vehicles desirability; namely horsepower, acceleration and speed, however this is no longer an option for marketers as legislation introduced in the UK means that these things are now banned in advertising due to potentially promoting reckless or unsafe driving with buyers. Not only that, but the automotive industry is facing one of its most dramatic declines in decades, with sales of new cars dropping by 2.7% overall this year.
ChaseData
DECEMBER 19, 2019
If you work in an outbound contact center, you have undoubtedly encountered the need for outbound call compliance. What does this mean? In short, it is compliance with the Telephone Consumer Protection Act of 1991. However, there is a lot more that those who work in sales, collections, and marketing need to know about compliance with this law.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Infinity
DECEMBER 19, 2019
At Infinity, we’re data-driven. So we’ve obsessionally analysed our own data to discover valuable insights that small businesses, who sell via the phone, absolutely need to know in order to succeed. For this infographic, we looked at a mix of SMB clients of ours, and put together the following results from over 130,000 calls.
Connecting the Dots
DECEMBER 19, 2019
CCMC ~. How to Save the Customer from Him or Herself. Several recent studies including CCMC’s survey of Voice of the Customer programs suggest that faulty customer expectations and errors are the basis of 30% of all customer dissatisfaction and service workload. The problem – NO ONE READS ANYTHING! What to do? Avoiding Customer Rage. Warn customers through multiple channels about their most common mistakes and erroneous expectations.
Alorica
DECEMBER 19, 2019
The Joplin area fire departments that make up the Local-59 Firefighters Union come together to create this charity that actually runs year-round. “We will be giving out toys all the way up to Christmas, not just tonight,” Adam Grimes tells KODE-12’s Ray Foreman, Joplin’s most experienced meteorologist. Ray was there to broadcast his weather live on television.
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