Thu.Mar 14, 2019

The best communication channels for complexity and urgency


UJET previously discussed issue complexity and urgency for customer support. There isn’t an ideal single channel for customer support because issues all have different levels of complexity and urgency. Multichannel Support Live Chat Customer Support

Know your customer (but don’t annoy them)

TELUS International

Discover best practices for balancing know-your-customer processes and an effortless customer experience

Unlock Your Employee Empowerment with this Hidden Secret

Toister Performance Solutions

A customer once taught me an important lesson about empowerment. I was a national account manager for a uniform company that sold hats, jackets, shirts and items embroidered or screen printed with a company's logo. My customer was frustrated by a two-week wait for a product sample.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Canned Responses for Better Customer Service Email Management

ProProfs Blog

There are times when there may not be a ready solution to address a customer’s problem. This is when canned responses and rule-based automated messages enable your support team to quickly send emails to customers.

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Employee Surveys is Still the Best Way to Measure Engagement

ProProfs Blog

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees.

A Q&A with Unymira’s Chris Rall

Contact Center Pipeline

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an omnichannel environment, a well-thought-out knowledge management strategy should be the foundational step for moving forward. Unymira’s goal is to make customer […]. Technology call center contact center knowledge base Knowledge Management

RingCentral - My Analyst Event Takeaways on BCStrategies

Jon Arnold

Another week, another conference. Sure is hectic leading up to Enterprise Connect next week, and I really wanted to get a writeup done now about last week’s RingCentral analyst day. Was a long way to go for a one-day event, but the in-person updates were worth it.

Disentangling the Sales Asset Management and Sales Enablement Relationship


We’re not here to tear apart your tightly aligned sales and marketing organizations, but there is a fundamental tension between the two disciplines: marketers need to make high-performing, broadly focused, reusable content. Salespeople need to have pointed, unique, and very specific conversations.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Cloud-based Contact Center Technology Implementation Support

Strategic Contact

Cloud-based contact center technology is a boon for today’s centers. It provides access to the latest features and functions with increased flexibility and decreased IT burden. Attractive economics and the promise of a speedy implementation provide strong inducements for decision makers.

Is Your IT Department an Innovator or a Roadblock?


What role does the IT department play in your business? Does it contribute to strategic initiatives, or does it mostly provide day-to-day support for your users and systems? Managed Services Innovation

Don’t Call Them a Call Center: How VIPdesk Connect is Redefining CX

Bright Pattern

If you were to perform an Internet search for VIPdesk, you might find that they are a leading call center, providing business process outsourcing (BPO) services for luxury brands.

How to Successfully Manage the Post-Purchase Customer Service Experience


The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Call Center Outsourcing – Learn How it Solves Your Market Challenges


In this rapidly changing tech era, the landscape of markets and its tactics are expanding every single day. You may experience difficulties to focus on the core activities of your business with these changes to stay yourself updated. That is the reason, a number of entrepreneurs and marketers are looking for the call center outsourcing services to lessen the burden of customer support tasks.

Improve Your Client Service & Overall Customer Experience with an Efficient, Expertly Outsourced Call Center


Your call center is literally the face of your customer communication portal. From first impressions – critically important for a pleasant customer experience – to timely, informative updates on your products and services, an efficient contact center is essential for satisfied clients. You get it. It’s not hard to understand. Call centers can literally make or break your ability to handle customer concerns, communicate important information, and refine your brand – among other things.

3 Ways to Make Website Chat Your Most Effective Channel


Website chat is rapidly becoming one of the fastest growing channels. A recent study by Forrester found that since 2016 the number of customers that use live chat over the phone and email support has increased by 50% and the number of chats per agent has increased by 85% *.

Green-lighting Customer Service Innovation in Manufacturing

DigitalGenius Blog

Manufacturers get a bad rap for being behind the times; weighed down by legacy systems they are slow to change, unconcerned by customer needs with a pure focus on lowering production costs.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Best Canada SIP Trunk Providers


In order to determine the best SIP service provider for your business, you'll have to consider things like: plans, pricing, rates, and more. Different providers offer more competitive rates in different countries, so it's always a good idea to compare providers based on location. Let AVOXI help you review your options for the best business… The post Best Canada SIP Trunk Providers appeared first on AVOXI. Other


We’re Headed to Enterprise Connect Orlando 2019!


Are you ready? We’re gearing up for Enterprise Connect Orlando! Our team is packing their bags and hopping on a plane to meet you at EC next week. Here’s what to expect. Palm trees and sunshine, first of all. You’ll. Read More. The post We’re Headed to Enterprise Connect Orlando 2019!

International Call Forwarding Cost Guide (2019)


Spending too much on your international call forwarding costs? Maybe you've been charged premium pricing for a call forwarding service that doesn’t deliver. Maybe you've tried cheap alternatives that offered low rates and realized that the poor voice quality and dropped calls weren’t worth it. Either way, we assume you want a reliable business phone… The post International Call Forwarding Cost Guide (2019) appeared first on AVOXI.

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What Is a VoIP Number, How Does It Work and How Do I Get One?


The hottest technology on the market today for business and personal use is coming straight out of the VoIP and virtual phone sectors. VoIP technology lets you call from anywhere using a cell phone, computer, tablet, a VoIP phone or other data-driven device from the same number. Let’s look at what a VoIP number is […]. The post What Is a VoIP Number, How Does It Work and How Do I Get One? appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Making Supervisor’s Life Easy with Call Center Monitoring


How do your agents perform? Are you stuck with manually analyzing the agent’s performance? Supervisors in a call center are the building pillars and they cannot escape the strict deadlines. A supervisor’s job does not end with monitoring agent’s efficiency, it only starts with it. Staying on top of call center software technology while delivering […]. The post Making Supervisor’s Life Easy with Call Center Monitoring appeared first on Ameyo. call center monitoring live monitoring

Want Feedback? Make It So Simple a Kid Could Do It

Interaction Metrics

I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway.

Data Update: Do we have French data? Oui oui mon ami!

Whitepages Pro

Data update: 13.1 million new address-to-name links in France added to our Identity Graph, and significant improvements in global data accuracy. This most recent data release launches Whitepages Pro into new territory; literally, as we just opened a new office in Amsterdam , but we also now have NEW French data in our Identity Graph.

Fortune 50 Financial Services Company


Focus. To analyze omni-channel customer feedback pertaining to CX to identify and understand pain points, and to fuel competitor analysis efforts. Partnership With Stratifyd. This company sought our help to improve CX.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Listening for loyalty: How to win consideration and avoid churn by searching for CX pain


So far in our Listening Enterprise series, we have mostly outlined assumptions that “listening” organizations avoid. Our last marker is the opposite – or perhaps the lone exception, depending on how you look at it – about the one abiding assumption nearly all of the best “listening” organizations make: the status quo is always untenable.

Introducing GoTo


It’s a monumental day here at LogMeIn! Less than a year after the acquisition of Jive Communications , we now have all the pieces in place to truly enter in to the Unified Communications & Collaboration (UCC) space, and we’re going big! Today we announced a new unified UCC portfolio , bringing together LogMeIn’s leading Communications & Collaboration products under a single, market-leading, brand – GoTo.

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Recognized by FlexJobs as a Woman-owned, Remote-workforce Company

Working Solutions

Don’t you just love the follow-on stories born from headline-making news. Such is the case with the recent piece, “15 Top Companies for Remote Jobs Run by Women.” Celebrating International Women’s Day this month, freelance-workforce leader FlexJobs posted the piece, taken from its 2019 Top 100 Companies with Remote Work, where Working Solutions placed #5. […]. Call Center Outsourcing