Contact Center Pipeline
AUGUST 31, 2017
Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed a compelling post on focusing coaching efforts on future improvements rather than past mistakes. It was a topic that struck a chord with readers and created a great many comments, shares […].
Bright Pattern
AUGUST 31, 2017
Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology. In a modern contact center there are specific features an omnichannel ACD needs to have.
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Fonolo
AUGUST 31, 2017
There are many different ways of learning how to grow your business or providing better service to your customers. Some companies use industry reports and trends, others bring in an expert to help, and some rely on mimicking competitors as a way to succeed. What’s funny is that with all the resources we have at hand, our customers can actually be the most insightful.
Uniphore
AUGUST 31, 2017
Keeping it in the family. RPA and BPM display a lot of similarities, and as such are often confused with one another. They are certainly members of the same family, though they could not ever be called identical twins. Read More.
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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.
Nexmo
AUGUST 31, 2017
Launching a mobile app on the Apple App Store or on Google Play is a pretty well-defined process, but things aren’t nearly as straightforward in the bot world. After you’ve built that killer voice bot or chatbot, where do you launch it and how do you get it in front of new users? I asked […]. The post Bots and AI: Launching a Bot and Getting It Discovered appeared first on Nexmo.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
West
AUGUST 31, 2017
When’s the last time you updated your inbound contact center? If your technology is still the same as when you installed it 10 years ago, it’s time for a change. New cloud-based solutions offer a more flexible and agile approach than legacy, on-premises systems. Companies across all industries have made the change to create considerably more rewarding customer interactions.
Nexmo
AUGUST 31, 2017
Launching a mobile app on the Apple App Store or on Google Play is a pretty well-defined process, but things aren’t nearly as straightforward in the bot world. After you’ve built that killer voice bot or chatbot, where do you launch it and how do you get it in front of new users? I asked […]. The post Bots and AI: Launching a Bot and Getting It Discovered appeared first on Nexmo.
Toister Performance Solutions
AUGUST 31, 2017
Expectations were different in the early days of email support. Customers typically accessed personal email from a dial up account. If you don't remember this, here's the tedious process: You'd unplug your phone line and plug in your modem. The modem would make a series of awful noises while it connected. Several minutes later, You've Got Mail! This meant that customers often checked email once a day.
Jon Arnold
AUGUST 31, 2017
That's the title of my latest post as a UC Expert with UCStrategies. AI takes many forms, and in the collaboration space, voice is particularly interesting now that devices like Amazon Echo are becoming mainstream. Business applications are emerging now for these devices, and there's lots more to come. To read more, here's the link to my post , and your comments are welcome, as would be any sharing.
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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
Altitude
AUGUST 31, 2017
The only way through which a Company can come close to our demands in this new society on demand is by trying to anticipate to the customer’s behavior, shaping it and getting the most appropriate tools in order to enhance those sequences of interactions or “golden moments”. This is what we call Customer Journey.
Talkdesk
AUGUST 31, 2017
When it comes to being PCI or HIPAA compliant, Talkdesk customers have a couple of different options, but the best one is to set up custom storage using an owned AWS S3 bucket. This process will maximize the control a customer has over the call data and minimize the risk of a PCI compliance failure. Talkdesk’s Knowledge Base has a detailed article discussing the steps in this process, but we’ll discuss the basics here.
ForeSee
AUGUST 31, 2017
TransPennine Express is a train operating and transportation company with services between the major cities north of England and Scotland. We recently sat down with TransPennine Innovation Manager Colin Kelly to discuss how his organization. The post VOC Leaders: TransPennine explains why it pays to measure customer satisfaction (video) appeared first on ForeSee.
Clarabridge
AUGUST 31, 2017
By: Colin Dean, UK Account Director, Clarabridge. Customers are at the heart of any business and the financial services sector is no different. There are however, specific compliance and regulatory rules that must be applied, requiring a balancing act between satisfying the evolving demands of customers and at the same time, adhering to rules and cost pressures.
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.
Arbeit
AUGUST 31, 2017
What is Skiptracing? Why is it used in Debt Collection?
Verint
AUGUST 31, 2017
Engage APAC Customer and Partner Conference 2017. September 6-7; Melbourne, Australia. Verint will gather attendees from all over the Asia Pacific region and around the world for this event to highlight customer success, solution innovation, customer experience (CX) insights and best practices for maximizing customer and employee engagement. APAC Engage 2017 spans the CX journey from start to finish, featuring expert insights from industry leaders and strategies for enhancing the CX through peop
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