Thu.Nov 14, 2019

Chatbots vs. Web Chat: 5 Key Differentiators You Need to Know

Connect Managed

Live web chat is a popular way to deliver customer support, in fact, you can argue that some demographics prefer website chat to other channels such as voice or email. Web chat has its challenges though, particularly in terms of scalability.

The Ultimate Guide to Customer Empathy: Tips and Techniques


Customer empathy plays a critical role. Simply because humans want human contact, that’s easy. We want someone empathetic who can help us. High Customer Empathy leads to stronger financial performance, increased customer satisfaction, and customer loyalty. In the past, empathy was considered an inborn trait that couldn’t be taught. Empathy is surely innate quality, but it is also learned in life through experiences. Table of contents: What is Empathy? What is Customer Empathy?

Tips for Maintaining Remote Agent Productivity


The popularity of working from home has soared over the last two decades. This is no surprise; as technology has improved, working remotely has not only become more possible, it has become the best potion for many professionals.

5 Questions to Ask Before Putting AI into Practice and a Checklist for Success

CSM Magazine

Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

Inside View: Elaine Avery, Atlantic Union Bank

Contact Center Pipeline

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion.

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How authentication can help provide better customer service


Customer service should be just that, serving customers. Helping customers resolve issues is what call center agents are trained to do. Create a welcoming rapport with customers, address why they are calling, and provide answers that fix problems without taking too much of their time.

Customer Education Best Practices for the Onboarding Phase


Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process.

Easy to Find: The Data-Driven Approach to Development


When we think about our daily interactions with technology, “searching” becomes synonymous with “surfing.” Searching has become ubiquitous with the internet—nearly any “connected” action we can perform begins with some kind of a search.

What is customer service vs. customer experience?

TELUS International

CX Best Practices

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Why are brands using print in the digital age?


Usually I start my Fridays by gulping down my family-sized bucket of coffee before I begin my catch-up calls with clients. One of my calls was with my client, ITC, and we discussed fixed numbers. Nothing spectacularly abnormal about that, but the reason behind it surprised me.

Future of Work Survey Report


SURVEY: Americans’ Perceptions of the Future of Work. What Americans really think about working with robots and how they’re preparing for automation at work. Over the past five years, both U.S.

Team Leaders: How to Personalize your Agent Training


According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer customer service agents fail to answer customer questions 50% of the time.”. HR Management for CX CX Culture

The Importance of a Disaster Recovery Plan for Business Communications


In the event of a malicious hack or even a natural disaster, a business should not only ensure the safety of their staff, but they also need to take active steps to make sure that their operations don’t suffer because of it.

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How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

5 Customer Success Conferences You Should Attend in 2020


Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections.

Best CRM for Small Business

CSM Magazine

Even if you have a small business, it may still be quite challenging to manage it. The key to your success is full customer satisfaction, which can be achieved not only by providing high-quality services or goods but also through effective communication and quick resolution of issues and problems.

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Three Reasons to Watch the Webinar, “Happy Agents Make for Happy Customers”


Modern contact center agents make up a workforce that is unlike any before, so it’s not surprising that old engagement tactics don’t work anymore. The hard truth is disengaged agents either quit and leave or quit and stay.

Find the Best Call Center Phone and Headset for Your Business


With thousands of options available, you may have a hard time finding the best call center phone and headset for your business. We’ll keep this post simple.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Eco-Friendly Sustainability: Give your Customer Service the Competitive Advantage


Where does your brand sit on the green-o-meter? It’s worth asking yourself this, as more and more millennial customers are starting to pay attention to the environment, and holding businesses accountable for their services, company vision, and strategy to cut waste, pollution, and plastics.

Best Practices: Password Security 2019


Did you know that 81% of data breaches occur due to poor passwords? This is a staggering statistic and yet one of the simplest things for you to address. . What can you do to ensure your passwords are strong enough to drive hackers absolutely bonkers?

The Top Benefits of On-Premise CTI


A look at when on-premise CTI solutions are the best option. On-premise computer telephony integration (CTI) solutions may seem more complex compared to hosted cloud-based solutions, but they're often a smart choice for enterprise businesses.

3 Reasons Why Conversational AI is Crucial to Your Digital Transformation Strategy


Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4 trillion between 2020 and 2023.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Build Your Own Voicemail With Node-RED and the Nexmo Voice API


I have been avoiding voicemail for most of my life. Most of the time for one simple reason—I could never quite get 100% of the message.

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Prepare for Retail Selling Season with On-demand Contact Center Services

Working Solutions

Whether your business is focused on online or brick-and-mortar sales, preparing for the year’s various retail selling seasons is no doubt an important part of your strategy. And, like many businesses, you may sometimes find yourself struggling with preparing your customer communications for all of those seasons. Exacerbating this challenge is the fact that retail […]. Call Center Outsourcing Retail Seasonality

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Data Update: Significant Improvements and Expanded Coverage in EMEA and APAC

Whitepages Pro

2019 has been a momentous year for Ekata. Earlier this year, we opened an office in Amsterdam, and as 2019 ends, we’ll be ramping up to open a new office in Singapore! We are so excited about our push into EMEA and APAC, but it’s not just limited to our physical efforts. On the digital side, month after month, our team has made significant progress in both coverage and accuracy for EMEA and APAC. . What’s included in this data release?

Prepare for Retail Selling Seasons with On-Demand Contact Center Services

Working Solutions

Whether your business is focused on online or brick-and-mortar sales, preparing for the year’s various retail selling seasons is no doubt an important part of your strategy. And, like many businesses, you may sometimes find yourself struggling with preparing your customer communications for all of those seasons. Exacerbating this challenge is the fact that retail […]. Call Center Outsourcing Retail Seasonality

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How WordPress Live Chat Solution Enhance your Customer Support

REVE Chat Blog

Communication is one of the key determining aspects behind the success of any business. Analyzing the interests of your customers, you need to set up a communication strategy to keep your customers satisfied. Customers would want to communicate to you at different stages of their purchase journey like for pre-sale queries, help in using the product correctly, troubleshooting, etc. A live chat solution may be a great option to provide instant support to customers whenever they need help.

What to Do When Clients and Customers Won’t Pay You on Time


Today we will provide you with essential tips to understand the “why” behind late payments and help you take steps towards achieving a resolution. Late payments or non-payments are one of the core issues faced by businesses today. Any company expects a return for the effort, labor or service; it has provided to the client. Non-payments not only hurt the business motivation but also cause severe losses to the business.

Q&A with “Excellence in Self-service Winner” – Frost and Sullivan


Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan.