Contact Center Pipeline
DECEMBER 20, 2018
Legal disclosures are everywhere—almost to the point of ad nauseam. They are found in everything from prescription drug ads that feature absurdly long lists of side effects to the obvious, “This hot coffee is HOT.” Such marketing-based disclosures become practically invisible. But when it comes to delivering legal disclosures, there is danger in not taking […].
ChaseData
DECEMBER 20, 2018
Call center agents are some of the hardest working professionals in the modern workforce. Don’t believe that? Try meeting their call center agent goals for yourself, and you’ll see just how focused and diligent these agents must be to get things done. They may not be laboring physically, but their mental agility is the backbone of call centers everywhere.
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UJET
DECEMBER 20, 2018
Phone support is a time-tested customer support channel and has consistently remained the most common way for customers to interact with companies.
ShepHyken
DECEMBER 20, 2018
Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A business must keep up with the times. If they don’t, they will be disrupted and find themselves either playing catch up or worse, shutting down altogether.
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Beyond Philosophy
DECEMBER 20, 2018
How many words a minute can you type? 40? 60? 90? Now, if the letters, numbers, and symbols were not printed on the keys, how many would you be able to write on the correct key? 100%, right? Maybe not. You probably don’t know the answer to the second question for sure. However, participants at a study at Vanderbilt University do. The participants typed from 72 to 94 words a minute.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Liveops
DECEMBER 20, 2018
A little cushion can go a long way to cover extra holiday expenses. People feel holiday stress for many reasons. One major stressor is the need for more income to cover extra holiday expenses. Experts recommend that you take a reasonable approach to spending for gifts so you don’t find yourself in the red—and feeling blue. However, there may be a few holiday gifts and indulgences that are important to you, and you can have them without financial stress.
Avoxi
DECEMBER 20, 2018
Speaking with former SpeedTheory heavy metal band guitarist turned renowned customer service trainer James Dodkins is not unlike attending a rock concert. Same energy. Same passion. A clear vision. The #1 best-selling author of, “Rockstar Revolution,” James took a few minutes off from his global tour to chat with us about his work. Q1: What… The post “Become A Rockstar” James Dodkins appeared first on AVOXI.
CustomerSuccessBox
DECEMBER 20, 2018
SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin , Customer Success Manager is the third most promising job of 2018. Though many of you have started looking out actively for SaaS customer success roles, like all job profiles, no matter how good you might be, it is NOT meant for everyone.
Guru
DECEMBER 20, 2018
A dynamic, emotionally-intelligent brand can be a competitive differentiator , but only if your internal teams know how to use it correctly. In order to execute a brand effectively, employees need a playbook on how to talk about it; how and when to use certain visual aspects of your brand; and most importantly, the wrong way to use it. That playbook usually takes the form of a brand book or guidelines document.
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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
InTheChat
DECEMBER 20, 2018
In our last post, we looked at 2018 facts about consumer behavior and consumer trends with regards to digital transformation and digital customer experience, including: Thanks to the Internet of Things, we’re drowning in data The continued growth. The post Infographic: 2018 Challenges for Digital Retailers appeared first on InTheChat.
Injixo
DECEMBER 20, 2018
In this article, we’ll review best in class practices for achieving service level by adjusting the number of available agents (supply) and the amount of incoming workload (demand).
Kayako
DECEMBER 20, 2018
eCommerce is probably the field with the most key performance indicators ( KPIs ) to track. Though you can optimize your online business as much as you want, none of that will matter if you’re not keeping track of your goal posts and data. Ideally, you should choose and monitor your KPIs based on your niche and business goals. Certain KPIs might be relevant for you while others may not, depending on what you’re trying to measure and accomplish.
Toister Performance Solutions
DECEMBER 20, 2018
Note: This post originally appeared on LinkedIn. One of the great things about training videos is the scenes where actors play out a customer service scenario. It helps provide viewers with a more concrete example of concepts being shared. A common complaint for many training videos is the scenes are unrealistic and cheesy. I've seen plenty of those myself, so this is always in the back of my mind as I work with film producers at LinkedIn Learning to create scenes for my training videos.
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.
Liveops
DECEMBER 20, 2018
A little cushion can go a long way to cover extra holiday expenses. People feel holiday stress for many reasons. One major stressor is the need for more income to cover extra holiday expenses. Experts recommend that you take a reasonable approach to spending for gifts so you don’t find yourself in the red—and feeling blue. However, there may be a few holiday gifts and indulgences that are important to you, and you can have them without financial stress.
ClientSuccess
DECEMBER 20, 2018
There’s nothing quite like the promise of a new year to get your customer success team invigorated and rejuvenated. While end-of-year planning is the perfect place to rethink game plans and ensure your strategy is in line with your company’s corporate goals , it’s also a time of opportunity and forward-thinking. The beginning of a new quarter and a new year is the perfect time to nail down parts of your customer success strategy that might have been difficult or confusing in the past.
Liveops
DECEMBER 20, 2018
Large, forward-thinking companies are getting smarter with their contact center resources. Anyone who runs or works with a contact center knows that getting the right agents is really hard and keeping them is even harder. There’s pressure coming from all angles —high customer expectations and historically low unemployment in the U.S. coupled with over-saturated brick and mortar call center markets.
Nuance
DECEMBER 20, 2018
We’re seeing a significant shift in the way that people today want to interact with technology and devices. As virtual assistants become more popular – in smart speakers, online, and even in our cars – these assistants need to interact with people in the same way that we interact with one other. The transactional, question-and-response […] The post Affectiva Emotion AI: Detecting driver’s emotions and cognitive states appeared first on What’s next.
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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.
Liveops
DECEMBER 20, 2018
Large, forward-thinking companies are getting smarter with their contact center resources. Anyone who runs or works with a contact center knows that getting the right agents is really hard and keeping them is even harder. There’s pressure coming from all angles —high customer expectations and historically low unemployment in the U.S. coupled with over-saturated brick and mortar call center markets.
Jon Arnold
DECEMBER 20, 2018
That was the topic for our latest BCStrategies podcast, and this time around, I was the moderator. Aside from having our usual mix of analysts and consultants, we had views on Vonage both from event attendees, along with consultants who have a working relationship with them. The podcast has now been posted to our portal, so you can check it out here.
Nuance
DECEMBER 20, 2018
Approximately 6 percent of Swedes struggle with dyslexia, including Swedish software developer Tor Ghai. For most of his life, he struggled with reading comprehension as he battled his way through required textbooks. As an adult, he searched for a way to make reading easier – and even enjoyable – so that he could stay on […] The post Nuance customer TorTalk develops innovative OCR-powered text-to-speech solution for dyslexics appeared first on What’s next.
Playvox
DECEMBER 20, 2018
CSAT and NPS are crucial metrics to consider when overseeing any call center or customer service department. CSAT (Customer Satisfaction) and NPS (Net Promoter Score) are both different, but apply to your customers’ experience: CSAT focuses on measuring the customer’s satisfaction with your services. NPS covers the customer’s likelihood of recommending you to others, based on the score they assign to 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!
Nuance
DECEMBER 20, 2018
The German-American psychologist Karl Bühler noted three aspects of speech as an instrument of communication: it helps us to express ourselves, to appeal to others, and to refer to things in the world. When we look at how AI assistants work today, we easily identify two of the functions: appeal and reference; for researchers working […] The post “Good morning, why so stressed?
Ameyo
DECEMBER 20, 2018
Delivering impressive customer service is better said than done, yet organizations are leaving no stone unturned to provide a memorable customer experience by smoothening the customer journey for each individual. One bad experience can have a far-reaching impact on the brand image and hence, organizations cannot afford to compromise on service delivery.
Working Solutions
DECEMBER 20, 2018
There are more than a few good reasons why so many businesses today are choosing onshore contact center outsourcing to handle their customer service needs. As cultural differences and time lags continue to diminish the appeal of off-shore outsourcing, so too has technology expanded to the point that it’s simply no longer necessary to rely […].
kommunicate
DECEMBER 20, 2018
In the previous post, we presented you with a simple and effective guide to integrating dialog flow bot in a website and Android. In this article, we will be sharing steps to building iOS chatbot with dialogflow. All you need to build a sample chatbot using Dialogflow and Kommunicate for an iOS app. Below is [.]. The post Building iOS Chatbot with Dialogflow (API.ai) appeared first on Kommunicate Blog.
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
EPIC Connections
DECEMBER 20, 2018
Modernization is a clear trend in the contact center world. But, as we all know, adding new technology starts with a thorough search, careful selection and effective implementation of the chosen technology. Having served many clients over the years who were starting from the same place, we’ve put together some of the basic decisions and considerations you will face as you embark on this journey.
ProProfs Blog
DECEMBER 20, 2018
Customers today want their voices heard and problems resolved with the minimum turnaround time (TAT). Customer service, thus, is now recognized as the primary focus for enhanced customer interaction, loyalty, and retention. It is a key brand differentiator that rewards businesses with better brand loyalty and increased revenue. Sixty two of companies perceive customer experience delivered by contact centers to be a competitive differentiator.
LiveChat
DECEMBER 20, 2018
Researching email subject line trends is a huge part of making sure we keep up with the best practices. One of the biggest problems is when “best practices” fall out of trend before anyone really catches on. We studied all emails sent from the Omnisend platform in 2017 to see which lines worked the best and we discovered a few “best practices” that maybe aren’t actually the best.
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