Contact Center Pipeline
JANUARY 17, 2019
Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in the workforce. This is evidenced today by a rise in employee-centric values and transparent leadership practices among senior executives across industries (courtesy of the millennials). While the millennial generation’s workplace expectations […].
UJET
JANUARY 17, 2019
Your agents are on the frontline with customers every single day. Finding the right agents to staff your team could mean the difference between an exceptional experience or an unhappy customer.
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Connect
JANUARY 17, 2019
There is no question the internet and artificial intelligence are rapidly transforming the customer service industry. Automation is making it easier than ever for agents to detect and address problems, and thanks to messaging apps and chatbots, customers can contact you to have their problems solved through multiple channels.
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!
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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.
ProProfs Blog
JANUARY 17, 2019
Live Chat is often misconstrued as a tool only used by premium websites owned by large enterprises. Most of you may think that it isn’t easy to set up a 24*7 live support system. Right? Well, that’s not true in all the cases. ProProfs Chat , when integrated with WordPress makes real-time communication with website visitors simple for you. The chat plugin helps you gain an additional edge over your competitors, thus making lead nurturing and acquisition a hassle-free process.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ProProfs Blog
JANUARY 17, 2019
Starting an eCommerce business might be easy, but generating profits out of it is certainly not! If numbers are to be believed, then almost 97% of ecommerce businesses fail and one of the reasons for this failure is poor customer service. On the contrary, research by Harvard Business Review proves that people spend upto 140% more if they get the best customer experience, meaning they become loyal to your brand.
Kristina Evey
JANUARY 17, 2019
Being a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable. Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey.
Totango
JANUARY 17, 2019
Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements. To stay relevant, you need to embrace this new customer-centered economy and offer your customers a partnership invested in their growth and expansion.
Concentrix
JANUARY 17, 2019
Concentrix wins prestigious Indian award Mumbai, India – Concentrix won the Golden Peacock HR Excellence Award! The Golden Peacock HR Excellence Award, introduced in 2011, The post Golden Peacock Win in HR appeared first on Concentrix.
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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
Global Response
JANUARY 17, 2019
Chat popularity continues to increase due to customers’ preferences for immediacy and convenience. According to ICMI research, more than half of the customers surveyed prefer to interact with companies via live chat more. The post Optimizing Your Customer’s Chat Experience appeared first on Global Response.
DMG Consulting
JANUARY 17, 2019
11 Keys to Designing Effective IVAs. By Donna Fluss. View this document on the publisher’s website. Recent advancements in artificial intelligence, coupled with consumer partiality for digital channels, are driving interest in and adoption of intelligent virtual assistants (IVAs) and a related technology, robotic process automation (RPA), or “bots.
Guru
JANUARY 17, 2019
There is nothing more frustrating than sitting down, being in the right headspace to work, and coming to the sudden realization that you’re missing a key piece of knowledge needed to get started. Having to track down that item, shoulder-tap an expert, or realize that you don’t even know where to look for it impedes productivity. When knowledge is scattered, not only does the work suffer, but you suffer.
Customers That Stick
JANUARY 17, 2019
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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.
NICE inContact
JANUARY 17, 2019
What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience and thus the bottom line.
Advantage Communications
JANUARY 17, 2019
To win the digital race and jump ahead of their competitors, many organizations are transforming their front-end systems and offering the latest and most innovative technologies to ensure their customers are both satisfied and loyal. However, many organizations, both small and large alike, are dividing the most important aspects of their business into two buckets - front end (customer-facing) and back end (everything else).
TELUS International
JANUARY 17, 2019
From pale ale to world-class hospitality, learn how a popular UK brewery came to be a world-leading hotel company.
Call Experts
JANUARY 17, 2019
Your customers' overall experience demands your company's attention, time, and creativity. . Ensure engagement. Digital marketing professionals believe that in most organizations, customer disengagement is due to the adoption of too many newly invented voice channels. Focussing on adding new channels without concentrating on managing existing loops and networks leads to negative reviews and frustrated feedback in the market.
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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.
Revation Systems
JANUARY 17, 2019
Looking to stay ahead of the game in healthcare technology as it rapidly evolves? Join our team and more than 45,000 other health IT professionals to discuss the latest in healthcare innovation, and the industry’s accelerating digital transformation, at the annual Healthcare Information and Management Systems Society’s ( HIMSS ) Health IT Conference and Exhibition February 11– 15 at the Orange County Convention Center in Orlando, Florida.
Toister Performance Solutions
JANUARY 17, 2019
Love them or hate them, online review sites are an important part of small business. Customers use sites like Yelp, TripAdvisor, and others to search for businesses like yours, read customer reviews, and even leave feedback. In fact, a 2018 study from BrightLocal found that 86 percent of US consumers use online reviews to help find local businesses.
Stratifyd
JANUARY 17, 2019
Estimated reading time: 2 minutes. A recurring thought during Stratifyd CEO Derek Wang’s week-long holiday break was, “What if I get hit by a bus?”. Don’t worry, he’s fine and he thoroughly enjoyed the well-deserved downtime with his family, but being away from the office made him wonder if it would be business as usual when he takes his next day(s) off?
Talkdesk
JANUARY 17, 2019
Welcome to a brand-new series on the Talkdesk blog: Happy Hour. (No, this doesn’t involve free drinks.) Each month, we’ll share a feel-good post that’s meant to uplift you. Whether it’s encouraging words, hilarious memes or heartwarming videos, we hope that this content is a bright spot in your day. Between the post-holiday blues, chilly weather and gray skies, it can be easy to feel down in January.
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!
Nuance
JANUARY 17, 2019
There are many scientific studies that show the power of taking a break. Whether it’s a quick break during the day to clear your head, taking a day off on the weekend to relax, or taking a vacation to re-energize, the science shows that breaks provide better focus, clarity, productivity, and even increased happiness. In […] The post At the end of the day…there’s power in taking a break appeared first on What’s next.
inmoment
JANUARY 17, 2019
We all know it takes a village to drive improvements in customer experience (CX) within an organization. Creating that sense of purpose and collective responsibility requires great communication. Well, the latest research shows that using storytelling in presentations allows you to be a knowledgeable and convincing leader who will influence key audiences in the CX process.
Connect First
JANUARY 17, 2019
Here are the highlights from our latest release.
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
Branch Mesenger
JANUARY 17, 2019
80,400,000. That’s the most recent estimate for the number of people who currently hold an hourly job in the United States. It’s a slice of the population that represents more than half of us -- nearly 60 percent of the American workforce. Young, retired, middle-age -- these employees have all landed an hourly position for a variety of reasons. Young employees, some in their late teens, are dipping their toes into the well of employment while in high school, learning skills, saving for college,
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