Contact Center Pipeline
SEPTEMBER 11, 2018
Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering a solid omnichannel CX. After all, that journey has become increasingly complicated, spanning social media, phone, chat, self-service, email and more. Knowing where that journey has taken your customer is critical—but […].
Relay Blog
SEPTEMBER 11, 2018
In a perfect world, we’d all be working smart instead of working hard. But what. The post 4 Ways Smarter Ticketing Solutions Drive Better Support Experiences appeared first on Relay.
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Toister Performance Solutions
SEPTEMBER 11, 2018
Note: This post originally appeared on LInkedIn. I've talked to a lot of customer service leaders recently who want to improve customer service, but aren't sure where to start. One of their biggest challenges is they struggle to articulate exactly what "improve" means. Here are some actual statements I've heard: "We want to deliver world class customer service.
ShepHyken
SEPTEMBER 11, 2018
Ten Ways To Recognize Employees During National Customer Service Week. National Customer Service Week Is About Customers AND Employees. Shep Hyken sits down with Bill Gessert to talk about National Customer Service Week (October 1-5, 2018). They discussed 10 ways to celebrate the week-long event, how to create an employee-centric culture, and how to get C-suite executives involved in the everyday culture. ?
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CrazyCall
SEPTEMBER 11, 2018
Imagine that 6 out of 10 calls you make end up being successful. Imagine that each of your clients is pleased with a quality of calls that you make. Imagine that selling over the phone is fun and easy to do. And now let your imagination rest and get to know how to turn dreams into reality. How to do it? There are a few factors that can influence your cold calls – a good lead base , a proper research and your preparation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Working Solutions
SEPTEMBER 11, 2018
Working Solutions contact center agents and employees to take pledges during the Stand Up To Cancer 2018 telecast. Dallas – During the September 7th Stand Up To Cancer™ (SU2C) 2018 telecast, Working Solutions agents and employees handled about 5,800 calls over four and a half hours to raise money for a cure. According to the […]. The post Working Solutions Agents, Employees Stepped In to Help Stamp Out Cancer appeared first on Working Solutions.
Etech GS
SEPTEMBER 11, 2018
Across the spectrum of leadership styles, those which motivate employees to approach their work with a greater degree of enthusiasm produce some of the best organizational results. Workplace cultures that foster long-term company and mission commitments also help businesses to remain competitive, innovative and successful. Servant leadership is a contemporary approach to leadership that has shown itself to be a dynamic factor in producing the levels of motivation and enthusiasm that can bring a
Nextiva
SEPTEMBER 11, 2018
Have you ever heard the term CPaaS (Communications Platform as a Service) and asked yourself, “What is CPaaS?” In today’s growing SaaS industry, it can be hard to keep track of all these acronyms, let alone just trying to figure out which solution your business needs. At Nextiva, we’re here to help. We’ve designed this […].
Transparent BPO
SEPTEMBER 11, 2018
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. In an increasingly competitive global marketplace, the margins between price and profit are thinner than ever, and consumers are expecting delivery on brand […] The post Poor Customer Service Costs U.S.
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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
Etech GS
SEPTEMBER 11, 2018
The traditional role played by interaction analysts is changing – there’s a new source of reliable feedback that’s providing greater insights into how people interact. The new source of human relationship and engagement feedback has taken some folks by surprise – it’s Artificial Intelligence. Artificial intelligence is helping businesses to build better internal and external relationships.
SharpenCX
SEPTEMBER 11, 2018
We’ve been talking about the benefits of agent experience and training for a while now. And lately, we’ve seen a bunch of new methods starting to crop up. “Gradually, then suddenly,” as Hemingway once said. That’s agent training. Right now. Read More. The post What is Micro-Learning in Your Call Center? [Definition] appeared first on Sharpen Contact Center Software.
Outsource Consultants
SEPTEMBER 11, 2018
It’s not always the best fiscal option to maintain an in-house contact center, especially when it’s much more affordable to scale during busy seasons with offshore options. Because of this and the fact that companies have been putting more emphasis on customer service quality, Nearshore outsourcing has a spike in popularity over the last five years.
Fonolo
SEPTEMBER 11, 2018
We got a lot of feedback on last week’s blog , both in private and in public (see this thread on LinkedIn, for example). Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. This is a) partly because terminology around AI is problematic; b) partly because objective data is sparse; c) partly because the loudest voices have, well, let’s say motivated reasoning ; and d) partly because there are multiple overlapping questions.
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.
Outsource Consultants
SEPTEMBER 11, 2018
We have seen a demand for nearshore contact center outsourcing locations. Many of these locations are hidden gems that can offer great value at prices up to 50% off of U.S. contact center rates. This article will discuss three neighboring Latin American countries: Guatemala, Honduras, and El Salvador. Guatemala. There are multiple contact centers located in Guatemala City, which is a prime location that has a workforce of over 3 million people with over 70% of the population under the age of 30.
Jive
SEPTEMBER 11, 2018
If you’ve decided to make the big switch from legacy phone systems to Hosted VoIP, you may have also heard of the term Quality of Service (QoS). In the simplest terms, QoS refers to the voice quality that your provider can deliver, evidenced by the clarity of voice calls that you make and receive. Achieving this will require your service provider to prioritize specific traffic throughout your network, such as voice and video transmissions, over general internet browsing or file transfers.
Jon Arnold
SEPTEMBER 11, 2018
I’ve been doing several webinars lately, including this one in late July for Ziff Davis. That webinar was sponsored by Jive Software (now part of Aurea) as a two-part series around the impact of digital transformation collaboration. Next week’s webinar will be the second part of my analysis, this time focused on IT’s changing role. With so much moving to the cloud - including collaboration - this presents new challenges for IT to remain strategic, and layering digital transformation into this, t
ChaseData
SEPTEMBER 11, 2018
Striking a balance between adequate staffing and labor costs can be difficult when managing a call center. You don’t want so many agents on-site that you’re paying people to stare at a blank screen for hours, but you also don’t want to be understaffed and force callers to wait for long periods of time, either. The solution to both issues may be found in employing home-based agents to handle overflow calls.
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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.
Mindtouch
SEPTEMBER 11, 2018
While KCS ® methodology has been around since 1992, it only seems to be picking up steam lately—for excellent reasons! Service and support organizations are realizing impressive ROI from adopting the methodology (properly—more on that below). For example: 50-60% improved time to resolution per the KCS Academy. 58% self-service success rate at Quest.
Voiance
SEPTEMBER 11, 2018
I n 2014, Voiance published a blog post focused on the challenge of learning English as an immigrant to the United States. Our goal was to highlight the work that non-native English speakers put into learning the language, and to dispel the notion that US residents who do not speak the language perfectly have somehow been negligent. The post has since become one of our most popular blogs, garnering thousands of views in the past year alone.
Branch Mesenger
SEPTEMBER 11, 2018
Here's the stories we're reading about the world of commerce, retail and work this week: ?? The Most Valuable College Degree. ?? 50 Most Exciting Startups. ?? Harley Rides Into Silicon Valley. ?? More Americans Optimistic About Pay Raises. ?? Study Reveals Brands Lack Human Connection. ?? Top Startup Jobs In The Land. ???? How Important is Culture in Workplace?
NICE inContact
SEPTEMBER 11, 2018
Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.
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!
Robert Davis
SEPTEMBER 11, 2018
By Brad Baumunk , President and COO, Robert C. Davis and Associates. We have all heard the quote, “Give someone a fish, and you feed them for a day. Teach someone to fish, and you feed them for a lifetime.” In our contact center consultancy, this sums up two critical components surrounding how we drive sustainable performance: skill transfer and the Socratic method.
Rant And Rave
SEPTEMBER 11, 2018
The customer experience of booking a trip has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to tell you what the cheapest deals are – you can even find out things like when’s the best time to book, making sure you always secure the lowest price.
ConvergeOne
SEPTEMBER 11, 2018
So much of what we hear about the cloud makes it sound like a mythical place where everything connects and works together with ease. Those of us in charge of facilitating these outcomes know that the reality is very different. The cloud can bring many benefits to your business, but success is not guaranteed if you neglect to create and execute upon a strategic plan.
Nuance
SEPTEMBER 11, 2018
The race to go digital has many industries like financial services looking at new technologies, such as those backed by artificial intelligence, to help transform their business. While the opportunities for embracing digital tools are boundless, racing towards the finish line isn’t always the best approach. We recently had the opportunity to speak at the […] The post The race to go digital in financial services appeared first on What’s next.
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
Thinq
SEPTEMBER 11, 2018
XIAMEN, CHINA / DALLAS, US – August 23, 2018 – Yeastar (www.yeastar.com), a leading provider of cloud-based and on-premises VoIP PBX announced today that TMC,… The post Yeastar S-Series Supported by thinQ appeared first on thinQ.
DigitalGenius Blog
SEPTEMBER 11, 2018
We've just published the results of our exclusive survey of customer service leaders across North America, and have made them available in a downloadable guide. This new data is not only of use for customer s ervice leaders and their teams, but for anyone looking for deeper insights into the nature of how the support agents we interact with on a daily basis view their own jobs.
Thinq
SEPTEMBER 11, 2018
XIAMEN, CHINA / DALLAS, US – August 23, 2018 – Yeastar (www.yeastar.com), a leading provider of cloud-based and on-premises VoIP PBX announced today that TMC,… The post Yeastar S-Series Supported by thinQ appeared first on thinQ.
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