Wed.Oct 24, 2018

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Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

Contact Center Pipeline

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.” Every year, it is amazing to see an obvious disconnect between the way organizations select their contact center technology and […].

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Omnichannel or Bust: For Customer Service, It’s a Must

Bright Pattern

First, let’s be sure we know the true meaning of omnichannel and its variations ( omni-channel or omni channel ), shall we?

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Common Misconceptions About BPO Fulfillment

Ansafone

Despite being a $24.6 billion industry, few company leaders fully realize the power of business process outsourcing to propel growth. As you research potential risks and rewards of working with a BPO partner, you’ll want to reconsider these common misconceptions about BPO fulfillment: It’s a risky venture. There is a tremendous amount at stake when … Common Misconceptions About BPO Fulfillment Read More ».

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The New End

ShepHyken

I had the wonderful opportunity to interview Sam Stern , a principal analyst at Forrester Research for my Amazing Business Radio show. One of the ideas we discussed was Daniel Kahneman’s Peak-end rule. The short version of this concept, applied to customer interactions, is that customers judge their experience on how they felt at its peak and at its end.

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The 2023 Verint Experience Index: Retail

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

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How to Create a Superb Customer Experience on the Web

CX Journey

Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.

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Excel at Employee Engagement

24-7 InTouch

Keeping employees happy and motivated can be a challenge in any workplace, and call centers are no exception. Some people think that employee engagement is too “fluffy” to be a top priority, but many studies sho w that happy employees are the most productive employees.

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Alorica Recognized as Top 1,000 for its Female Leadership

Alorica

We believe strongly that embracing a diverse workforce not only enhances Alorica’s culture, but is also key to our success. And our commitment has been recognized by Mogul (onmogul.com), a technology platform reaching 18 million women per week, placing Alorica on its 2018 list of 1,000 companies with strong female leaders. See full list here. Alorica’s promise to the diversity of its organization.

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AI on the Creepiness Scale: Real Life Stories

Interactions

October 24, 2018 AI has always tended to have a. Read more » The post AI on the Creepiness Scale: Real Life Stories appeared first on Interactions Resource Center.

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Alorica Increases Its Presence in Guatemala Offering More than 2,000 Jobs

Alorica

Fifth Contact Center in City Opens in Response to Ongoing Need for Customer Experience Solutions at World Technology Center GUATEMALA CITY – (Oct. 24, 2018) – Alorica Inc., one of the world’s largest customer service providers, today announced the addition of its fifth site in Guatemala City. This strategic expansion accommodates growing demand for business process outsourcing (BPO) services in.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Cold Calling Tips and Tricks for Landing More Sales

ChaseData

There’s a reason many people shy away from sales jobs. No matter the market, working in sales can be tricky. When cold calling is your company’s technique of choice, it can be even harder to realize growth and achieve sales success – but it’s certainly not impossible.

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5 problems contact center face during the holiday seasons and how to tackle them

Injixo

We’re heading into the holidays! For the lucky people not managing contact centers, that’s a blissful statement. In the US, we’re gearing up for Halloween, Thanksgiving and Christmas. And globally, we’re all getting ready for some holiday shopping! This is amongst the busiest time of the year , especially for the customer service industry. The question that many contact center managers and planners ask themselves now is: " How do I maintain service level successfully?

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The Best Help Desk Software for Small Business

Kayako

The times they are a-changing, and that goes double for the small business world. Customers, their habits and preferences, they’ve evolved a lot over the last several years—and customer support teams are sprinting to catch up. A whopping 87% of consumers say brands should put more effort into creating consistent support experiences. With changing customer needs and constantly evolving technology, that takes a lot more than just service with a smile.

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Alorica Amplia su Presencia en Guatemala Ofrenciendo Más de 2,000 Empleos

Alorica

Buscando Atender las Necesidades de Soluciones en Servicio al Cliente, Alorica Inaugura su Quinto Centro de Llamadas en World Technology Center. CIUDAD DE GUATEMALA – (24 de octubre de 2018) –Alorica Inc., proveedor global líder en atención al cliente, anunció el día de hoy la inauguración de su quinto centro de llamadas en la Ciudad de Guatemala. Esta expansión estratégica, logra acomodar la.

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The Open CCaaS Advantage Report

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.

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Optimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction

Robert Davis

By Brad Baumunk , President and COO. Think about your last experience calling a customer care line. Were you able to solve your issue using an automated system without human interaction? Today we read a lot about artificial intelligence (AI) and other new solutions in the contact center marketplace that providers claim will help improve the customer experience (CX).

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Help Us Recognize the Best of the Best – CX Excellence Awards

NICE inContact

We hear it every year: The NICE inContact CX Excellence Awards program is one of the favorite events at our Interactions conference. That’s because we celebrate customers for using NICE inContact products and services to drive exceptionally creative, innovative customer experiences. Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation.

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CSM from the Trenches: Mentors – Maheen Memon; Director, Customer Success; Nulogy

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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What Does White-Glove Even Mean? And When Does it Start?

Momentum Telecom

Your guide to understanding UC white-glove service. “White-glove” means marked by special care or attention 1 . Companies often throw this term around, but rarely take the time to explain what it means for their company. And with good reason. White glove service can vary from a range of meanings from something slapped on marketing materials to the company’s very heartbeat.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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What Is Quality In A Call Center And What Does It Mean?

Playvox

Anyone who has ever made a call to a customer service contact center has heard this recording: “this call may be recorded or monitored, for quality and training purposes.”. It’s easy enough to simply ignore this and carry on with your call, but has it ever given you pause for thought? How would a recording of your interaction with a customer service agent be used and what does quality in a call center mean?

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At the end of the day…. get on the balcony

Nuance

It’s important in business and in life to fully participate. Sometimes I think of this as being on the dance floor, fully participating. There’s also an adage, that sometimes you also need to get on the balcony to see the world from a different perspective. I admire people who are willing to fully participate. They […] The post At the end of the day…. get on the balcony appeared first on What’s next.

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Talk ain’t cheap. How to effectively mine customer feedback in 2018.

Call Journey

Feedback is precious and is fast becoming a rare commodity. Customers are reluctant to answer surveys, yet the need for high-quality customer feedback is growing. Is it time for a change in mining techniques? Customers are less loyal and busier than ever. They consider anything more complicated than an NPS rating a nuisance, and will happily ignore even the simplest surveys.

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Channel Preference: The First Hurdle to Digital Engagement for Contact Centers

LiveVox

The demand for customer-centric digital engagement continues to be top of mind across contact center industry leaders. The acceleration of new technologies and their use has evolved what it means to connect with your customer. Below is a timeline of the evolution of contact center engagement: *2017 Global Contact Centre Benchmarking by Dimension Data.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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How to Implement Speech Analytics – Actionable Tips from Top Industry Experts

Call Journey

These tips on how to implement Speech Analytics will help you plan your onboarding better and utilize the new solution to its fullest. “How to implement speech analytics” is one of the question we wished we were asked more often! However, currently the focus is still on technology itself; the issues of security, speed or accuracy. What many businesses do not realise is that the success of their voice analysing venture largely depends on the onboarding process and how much preparation has been pu

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4 key barriers to challenger brand growth; a focus on retail banking

Maru Group

According to the latest finance results from Maru/edr , reliability and trust remain the two main drivers behind consumer banking choices. Yet, further results published just twelve months ago indicate that the finance industry is the least trusted sector amongst UK consumers – just 45% of UK consumers trust their financial institution of choice. It means that customer loyalty within the finance industry is almost an oxymoron – customers stay with their banks out of necessity and convenience rat

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Axis Group Hosts Institute of Customer Service CEO Breakfast

CSM Magazine

Axis Group , one of the UK’s fastest growing security, cleaning, front-of-house and support services organisations, hosted an Institute of Customer Service CEO breakfast briefing during October’s National Customer Service Week designed to bring UK business leaders together and engage them in the importance of customer service in the boardroom. CEOs attended from sectors ranging from housing and construction, to tourism and utilities.

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How to Boost Your Contact Center’s Value to the Organization

Brad Cleveland Blog

Contact centers have enormous potential to provide departments across the organization with valuable insight and support. This can include input on customers, products, services, and processes—information that, when captured and used, can transform your organization’s ability to innovate, meet customer expectations, and provide great experiences.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Mega News Week in CPaaS and Messaging: Twilio, SendGrid, SignalWire

Fonolo

A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya. But, it turns out that this was just a pause before the next verse in this tune. Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heav

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How to Boost Your Contact Center’s Value to the Organization

Brad Cleveland Blog

Contact centers have enormous potential to provide departments across the organization with valuable insight and support. This can include input on customers, products, services, and processes—information that, when captured and used, can transform your organization’s ability to innovate, meet customer expectations, and provide great experiences.

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Doing Net Promoter Score Wrong? A Look at Customer Surveys Gone Awry

AskNicely

Most companies understand that Net Promoter Score is a measure of customer loyalty and loyalty leads to customer retention and growth. Savvy business leaders work to ensure those outcomes by making Net Promoter Score a key performance indicator. They give this KPI to their marketing department or customer success team. However, while these teams are incented to execute, they often arrive back at a common set of challenges: Low Response Rates.

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