Contact Center Pipeline
JULY 26, 2018
The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger, hostility or passion.” Let’s face it… handling customers day after day in any contact center can yield the same inevitable and unpleasant […].
Toister Performance Solutions
JULY 26, 2018
Matt Beckwith is a huge Chick-fil-A fan. Well, at least he was until the company repeatedly failed to respond to a simple question about ice cubes. Beckwith tried calling, but wasn't able to get a live person on the phone. So he turned to Facebook Messenger and sent a message on two separate occasions without getting a response. As he wrote on the ICMI blog , his enthusiasm for Chick-fil-A has suddenly dampened.
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Bright Pattern
JULY 26, 2018
Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation, satisfaction ratings, and profitability are at stake.
Beyond Philosophy
JULY 26, 2018
Have you been to the Congo? If not, can you describe the weather? How about the vegetation? Now tell me why you thought that? Did you see a movie or read a book about the Congo? Did you travel to a nearby country and guess that the Congo was probably a similar experience? Did you or someone you know someone who went to the Congo? Now, to be clear, there isn’t a wrong answer here.
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Call Center Weekly
JULY 26, 2018
By Katie Westphal Customer's experience and expectations are constantly evolving. Quality is an amazing way to keep up with the times, and understanding your demographics. The only consistency in call centers is that things always change. Quality has an innate reputation for being “those people” that dig for your bad interactions and “ding” you. Nothing could be further from the truth!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
JULY 26, 2018
In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates. You’ll learn what content to include, why, and how to structure it so applicants know exactly what you’re looking for in your customer success position.
Cisco - Contact Center
JULY 26, 2018
Cisco brings advances in intelligent care to contact centers by adopting AI solutions that enhance the customer journey. Contact centers can now evolve from cost centers to strategic assets.
Influitive
JULY 26, 2018
Customer feedback isn’t just a nice-to-have. For any organization that is committed to creating a second-to-none customer experience, regularly sourcing customer feedback is mission critical. Feedback enables you to constantly iterate on your products, optimize the customer journey, and include customer voices in everything you do. With it, your customers can be the engine behind.
Contact Center Geek
JULY 26, 2018
I am a podcast junky. I devour podcasts. Funny podcasts, serious podcasts, and, of course, podcasts centered on my passion for contact centers and improving customer experience. One of my favorite shows is Crack The Customer Code hosted by two CX rock stars: Adam Toporek and Jeannie Walters. On episode 329 from July 17, 2018, “Be a Customer Experience Change Agent” , Jeannie spoke about how you can be a customer experience change agent in your company: Go big, find quick CX wins, and gather your
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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
Integrity Solutions
JULY 26, 2018
by Mike Fisher Every week, a customer comes into the bank branch to make his business deposits. It’s a routine he’s been doing for years. And then one day, after exchanging the usual pleasantries, the teller asks him if he’s familiar with the bank’s mobile deposit solution. The customer is floored. He didn’t even know the bank offered remote deposits.
Fonolo
JULY 26, 2018
Is your immediate response, yes? Well, think again. Research has shown that many contact centers are focusing on internal metrics only and, as a result, they are losing valuable insights into their CX programs. Most businesses will claim that meeting customer expectations through a profound experience is a top priority. But achieving this is no small task.
Quality Contact Solutions
JULY 26, 2018
By Angela Garfinkel, President. When our company first started working with associations and membership renewals telemarketing, I was a bit surprised to learn that placing telephone calls to renew professional individual memberships must comply with all telemarketing regulations. I had assumed that because the membership is a professional membership based on the career area of an individual, and because the calls are typically placed to the professional at their work phone number, the calls must
Certified Languages International
JULY 26, 2018
As proud partners with the We The People web series, we have been collecting stories from both employees and interpreters about their immigration experiences so that we can share them with the world. We will be working with We The People for the next year, so these stories will be trickling out over the next 12 months or so. These stories are so important — the good, the bad, and the ugly!
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.
C3Centricity
JULY 26, 2018
Every winter, the media is full of stories of record snowfalls somewhere in the world, whether in the US, Europe or in the Far East. Despite all the sophisticated technologies at our disposition, we just never seem to be prepared. So what are the success factors of readiness? Remember winter storm Juno in the USA in 2015? It dropped a couple of feet of snow on the Eastern coastline of North America.
DMG Consulting
JULY 26, 2018
Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement.
plumvoice
JULY 26, 2018
The overwhelming majority of Plum customers use the telecom we provide as part of our service. After all, the whole idea behind offering managed telecom is to make voice technology easier for customers. By maintaining a system built on Tier 1 telecom provided by multiple carriers we’re also able to write 100% uptime guarantees into. Read More. The post Bring Your Own Telecom: Is it Worth Doing?
ConvergeOne
JULY 26, 2018
In order to ensure you are delivering an excellent customer experience, you need to capture data and insights that illuminate how customers perceive your services — and, even more importantly, you must ensure you’re capturing the right data.
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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.
Playvox
JULY 26, 2018
The power of a positive customer experience simply cannot be underestimated. Though this is not the same as customer service, the two go hand in hand: any buyers experiencing difficulty with your website, looking for general assistance or wishing to make a complaint are likely to contact your support agents. The way in which your team handles their query will affect their opinion of your brand.
Aspect
JULY 26, 2018
There’s been a lot of discussion about artificial intelligence and its uses in customer service to facilitate faster, smarter customer engagements. Already, countless businesses are leveraging some form of AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though, is whether as AI continues to evolve, will it replace human agents altogether?
aircall
JULY 26, 2018
The world is changing, and today’s brands need to create a memorable customer experience to stay competitive. Social media, review sites, and an increased desire for instant solutions makes creating an environment for success even more challenging. Luckily, innovative software offers a solution. Hyper-Informed Conversations. Kustomer is a complete management platform for customer experience and support.
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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