Contact Center Pipeline
OCTOBER 29, 2019
Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public and private messages on dozens of social and digital messaging apps. This opens exciting new possibilities for both your business—and your […].
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.
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TechSee
OCTOBER 29, 2019
Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal. Walmart axed its Mobile Express Scan & Go self-checkout experience due to negative feedback from customers.
Toister Performance Solutions
OCTOBER 29, 2019
The discussion about automation often focuses on jobs. A 2019 study by Indeed showed 60 percent of Americans think automation will put a significant number of jobs at risk. This certainly includes customer service jobs. You see machines replacing humans in parking garages, at supermarkets, and in customer service departments. But is automation making customer experience any better?
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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.
Solvvy
OCTOBER 29, 2019
Today’s customers were raised on the internet, and they know how to wield its power mightily. They don’t call travel agents when they want to plan a trip—instead, they’ll spend hours checking Google Flights for the best fares, scouring through TripAdvisor or Airbnb listings to find the lodging option with just the right infinity pool, and make a must-visit restaurant list with help from Yelp.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cyara
OCTOBER 29, 2019
Change -- it is a word I hear everyday in my role here at Cyara as a customer success manager. Change excites me. It used to scare me, but I have learned that if you can’t embrace change in technology then your business will not survive. This is why I am so excited to be a part of Cyara -- we are led by an amazing change agent, our CEO Alok Kulkarni.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.
Avoxi
OCTOBER 29, 2019
Looking for the best business SMS platforms for your business? Since you found this article, you probably have a decent idea of what you need from your business texting service, as well as what you're trying to avoid. For the purposes of this article, we assume want a reliable business SMS platform that is affordable,… The post Best Business SMS Platforms in 2019 appeared first on AVOXI.
TeleDirect
OCTOBER 29, 2019
The holidays are right around the corner. Consumer and client spending activity ramps up. Business is busier than ever. However, your customer service capability can ill afford to fall behind. If anything, you’re expected to deliver exceptional service above and beyond normal capacity, despite the uptick in business. Call centers are on the front lines of the holiday rush.
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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
Certified Languages International
OCTOBER 29, 2019
On October 12, 2019, the Certification Commission for Healthcare Interpreters (CCHI). celebrated its 10 th anniversary in Minneapolis by hosting its first-ever National Healthcare Interpreter Certification Summit. CLI sent three people from our team to the one-day event: Kristin Quinlan, CEO; Doriana McGraw, director of interpreter services; and Alex Carney, sale executive.
PeopleMetrics
OCTOBER 29, 2019
Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. So what is a healthy survey?
Totango
OCTOBER 29, 2019
In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. This leads to greater customer success, which reduces churn and increases renewals. .
kommunicate
OCTOBER 29, 2019
Recently, a friend of mine ordered a dress from an eCommerce platform that she learned about from online advertisements. Once signed-up, she could easily browse through the store, add her favorites to the cart and make transactions. All and all, it was a pretty smooth sail, and my friend was really happy to have finally found [.]. The post 4 Ways to Transform E-commerce Customer Experience appeared first on Kommunicate Blog.
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.
BlueOcean
OCTOBER 29, 2019
Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare the cost of in-house vs outsourced contact centers. And hey, we’re also standing by to help you out with a cost analysis and custom quote for your outsourced contact center.
Cyara
OCTOBER 29, 2019
Among all the incredible content at Cyara Xchange, perhaps my favorite was Diego Lo Giudice ’s keynote on continuous testing. Diego is Vice President and Principal Analyst from Forrester, and an expert in test automation as well as Agile and DevOps. And, fun fact, a rockstar in his own right as well as a rockstar for those of us focused on software quality.
Spearline
OCTOBER 29, 2019
We take a look behind the scenes at how contact center phone numbers are monitored. Service reliability engineer at Spearline, Patrick Lynch tells us that it’s all about balancing existing technology with developing new innovations. Tell us briefly about your background and your role at Spearline? I’m part of the development team at Spearline and my role is site reliability engineer.
NICE inContact
OCTOBER 29, 2019
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.
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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.
InGenius
OCTOBER 29, 2019
The fourth industrial revolution that's happening now, where disruptive technology is changing the way we work, is also changing service. With the ever-gaining popularity of tech like artificial intelligence (AI) and the prevalence of connectivity everywhere, the standards for customer service are changing. There are more avenues than ever to connect with a company, with a complementary increase in the amount of background information a service agent is expected to know.
NICE inContact
OCTOBER 29, 2019
Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of.
Ansafone
OCTOBER 29, 2019
Call Center Support You know that your customers are what makes you successful, so you strive for exceptional customer support. However, what fears come with trying to provide exceptional service to your customers? The incoming calls can make it hard for your company to work on tasks. Also the length of time on the phone … Focus On Your Customers By Extending Your Business Read More » The post Focus On Your Customers By Extending Your Business appeared first on Ansafone Contact Centers.
pindrop
OCTOBER 29, 2019
Fraudulent calls within the contact center have grown by 350% – in only five years. Starting with data collection and validation, fraudsters go through many steps on their journey to achieve financial gain. The fraudsters’ journey vary by industry and how they execute attacks, which in turn, impacts organizations differently. Banks remain a lucrative target for fraudsters, despite heavy security, and with no industry-wide fraud solution, fraud continues to grow.
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!
Strikedeck
OCTOBER 29, 2019
Vincent Manlapaz, in an interview with Jackie Golden, CEO at LandNExpand and author of "Effective customer Success Execution" and the new updated version "Green 2 Golden" talks about the importance of creating (and delivering) high-value outcomes.
Talkdesk
OCTOBER 29, 2019
In a moment when cyber-attacks appear to be ubiquitous and cybersecurity is trending outside of IT groups, it’s surprising how many organizations continue to pay little attention to combatting the threat of spam. Spam remains one of the more common cyber attacks and, although it’s unlikely it will drastically disrupt a business, it can be a frustrating issue and distressing to spend resources managing contact lists infected with undesired contacts. .
Maru Group
OCTOBER 29, 2019
The insights industry is all about transforming information into insights. Information is raw material. Insights come from distilling that information to its essence and then putting it in context by making connections to other knowledge. As we journey from information to insights, we must navigate the maze of our minds. By better understanding how our minds work, we can realize when we’ve gone down a blind alley and course correct.
Working Solutions
OCTOBER 29, 2019
Is your business delivering high-quality customer care with modern contact center sales and service? If not, you could be missing out on revenue: A Salesforce survey on customer expectations found that 57% of people stopped doing business with a company after they’ve discovered a better customer experience (CX) with a competitor. In other words, your […].
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
Spearline
OCTOBER 29, 2019
Technology has revolutionized the way in which modern organizations do business. Cloud computing has driven down Information Technology costs and helped companies across all industries increase their flexibility and productivity. Cloud computing allows real-time access to information- empowering employees to collaborate with an increased level of flexibility which is essential in today’s global business environment.
ChurnZero
OCTOBER 29, 2019
Health Scores and Automation Increase Team Productivity – A Success Story . . Untappd is a growing technology platform that allows consumers to ‘check in’ and share which beers they are currently enjoying. Besides creating a tight-knit community of beer enthusiasts, Untappd’s mobile application allows for tens of thousands of businesses to promote and publish their beverage menus.
FluentStream
OCTOBER 29, 2019
Welcome to the beautiful new Fluentstream.com! We've rebuilt the site to be easier to use, easier to navigate, and easier to understand the value we provide our clients. Even though it's our redesign, it's really all about you. We've always. Read More.
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