Contact Center Pipeline
JANUARY 3, 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. Technology will continue to innovate processes and shift the way inquiries are handled. With new demands, customer service leaders must prepare their […].
Ansafone
JANUARY 3, 2019
As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Toister Performance Solutions
JANUARY 3, 2019
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. A customer service leader recently confided in me that she was having a difficult time hiring new employees. Sure the job market is really tight right now, but there was an additional challenge with her company's hiring process.
GetFeedback
JANUARY 3, 2019
A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.
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.
Concentrix
JANUARY 3, 2019
Get the power! Turn your team into CX superheroes and change the way customers think about your brand. The post ConcentrixCX: What If You Had CX Superpowers? appeared first on Concentrix.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Guru
JANUARY 3, 2019
It’s officially a new year, which means that it’s time to set goals and tackle all the things you’ve been meaning to do since 2018. New year, new you, right? Whether your goals are personal or work-related, the first of the year feels like a good time to hit the reset button and double down on the things you’ve been wanting to accomplish.
Certified Languages International
JANUARY 3, 2019
Language is something most of us take for granted. We acquire it from a very young age, and use it constantly to communicate our feelings, opinions, and values without giving it a second thought. So what if one day you woke up and the language you spent your whole life speaking, thinking, and learning in was in danger of disappearing? Of the 7,097 languages spoken in the world today , roughly one-third are considered endangered; this number will likely grow, too.
Customers That Stick
JANUARY 3, 2019
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Up Your Service
JANUARY 3, 2019
Ron Kaufman with Colin Fairweather and Daniela Mazzone at Dreamforce. The City of Melbourne, Australia is ranked as one of the most liveable in the world. This award-winning lifestyle is fueled by a delightful blend of friendly people, global culture, and amazing food and coffee. Most people don’t think about what goes on behind-the-scenes when they consider the pleasures of good city living.
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
SharpenCX
JANUARY 3, 2019
Flash forward: it’s December 31, 2019. You’re looking back on what you’ve done this year. How do you feel about your accomplishments? Did you solidify a plan to advance your career? Did you finally give your company the CSAT score. Read More. The post How to Prioritize Your Time and Find Balance in Your Contact Center appeared first on Sharpen Contact Center Software.
Contact Center Geek
JANUARY 3, 2019
Lessons on Customer Experience are all around us, if we just look for them. All of us, after all, are customers first. Metallica, the metal band that has been around since the 1980s, could teach us all something about Customer Experience. My wife and I and some friends recently attended a Metallica concert on their World Wired Tour. It was the first time many of us had seen them since the late 80s or early 90s.
ConvergeOne
JANUARY 3, 2019
ConvergeOne prides itself on providing an exceptional customer experience. We team with our customers to develop innovative solutions and deliver consistent services that propel them to the forefront of their industries and position them to be their customers’ champions. By doing so, we hope to become their trusted partner and advisor. One way of measuring whether or not we're succeeding in this effort is to calculate our Net Promoter Score (NPS).
GetFeedback
JANUARY 3, 2019
Learn how to use Voice of Customer (VOC) data to listen to your customers and optimize your customer service experience across all support channels.
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.
LiveChat
JANUARY 3, 2019
The end of the year is the time when you sum the past year, thinking about your ups and downs, (trying not to focus too much on downs, I hope). Yet another year has passed, you’re a year older person, but it’s a good thing! Just think about the things you’ve learned and achieved this year. It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you.
Liveops
JANUARY 3, 2019
Most people start off a new year with high hopes for change. Many make sweeping resolutions to drastically alter the course of their lives quickly and completely. Although well-intended, most New Year resolutions dissolve within the first month of the year. They are simply too broad. Instead, focus on one or two areas of your life to change using small steps.
Kayako
JANUARY 3, 2019
Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. If this is the case with you as well – don’t worry. It’s still not too late to get in on CX and reap its benefits. It’s still a relatively new field but that’s not to say it’s an easy strategy to develop. In fact, 81% of CX leaders say their companies will compete nearly solely on experience within the next few years but only 22% of leaders say their efforts have e
Nuance
JANUARY 3, 2019
2018 marked the peak of enterprise AI hype with every nearly every brand on the planet deploying an AI strategy. Companies spent money—a lot of money—on the promise of using machines to deliver better experiences to their customers. They invested in the bright shiny objects—a bot that can be created in minutes, a bot that […] The post 2019 AI Predictions from Nuance appeared first on What’s next.
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.
Concentrix
JANUARY 3, 2019
Learn how to turn disjointed interactions into contextual conversations The post Concentrix Customer Interaction Hub appeared first on Concentrix.
Playvox
JANUARY 3, 2019
We all know what’s it’s like to be put on hold for several minutes, wondering how much longer we’ll have to wait before someone finally answers the phone. The best contact centers work hard to accommodate large volumes of calls and minimize the amount of time you spend in a queue, but sometimes even a brief delay is unavoidable.
Concentrix
JANUARY 3, 2019
Get the power! Turn your team into CX superheroes and change the way customers think about your brand.
Eckoh
JANUARY 3, 2019
The world of contact centers is set for a big shake-up in 2019. That's the verdict of an Executive Insights report from Eckoh, which picks out five pressing issues and reveals how companies must respond to stay competitive. The start of 2019 is a perfect time for contact center directors to pause for breath and see how far they've come and how far there is to go.
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!
Spearline
JANUARY 3, 2019
2018 was a year of a number of highlights and milestones that we are very proud of. Below is a summary of some of the developments and launches in 2018 that are already benefiting a number of our customers. And we have some significant plans in the pipeline for 2019, full details of which will be revealed to you shortly. As always, if there’s anything you’d like to discuss, please don’t hesitate to contact us.
Eckoh
JANUARY 3, 2019
The world of contact centers is set for a big shake-up in 2019. That's the verdict of an Executive Insights report from Eckoh, which picks out five pressing issues and reveals how companies must respond to stay competitive.
Quadient
JANUARY 3, 2019
Congratulations! Your months of planning, dedication and hard work lead to the successful implementation of your Quadient Inspire solution! Now that you’re done, senior leadership wants a demo, to see what all this fuss has been about. You have 15 minutes next week to present the solution, justify the effort and build enthusiasm for the next phase of the implementation.
FreshGrade
JANUARY 3, 2019
As we start a new year we reflect on all the successes, challenges, and happy times from the previous year. We set goals, make plans, and get ready to start the new year fresh and excited for all that is to come. We love hearing from our FreshGrade Champions and what they are excited about. In preparation for the new year, we reached out to our Champions Community to find out what their classroom resolutions were and want to share what we heard.
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
Quadient
JANUARY 3, 2019
Anyone who has ever had to make an insurance claim knows that even when it’s a minor claim it’s an inconvenience. The arrival of digital has improved the process significantly -- from digitizing communications to automating processes (digital has transformed how insurers operate and how they communicate).
Working Solutions
JANUARY 3, 2019
From new insights into the benefits of outsourced customer care to news about what’s going on in our community of clients and associates, 2018 proved to be memorable here at the Working Solutions blog. And in case you missed any of our top stories, we’re pleased to offer this special month-by-month review of the most-read […]. The post Year in Review: Our Top Customer Service Blog Posts of 2018 appeared first on Working Solutions.
Hero Digital
JANUARY 3, 2019
Did you know that one in six Americans use voice assistants? More than 39 million people across the United States own a voice-activated smart speaker, and that number is expected to continue to grow. If you haven’t already begun thinking about how to optimize your content for voice search, now is the time. Like search engines, voice agents have their own algorithms and nuances, and they all have to be taken into consideration for a well-rounded voice search strategy.
Expert insights. Personalized for you.
196 
Let's personalize your content